Create Ticket
The Create Ticket page is the internal agent entry point for opening a new ticket on behalf of a contact, partner, or internal request. The form is split into three tabs (Details, Requester, Media); all three must be valid before the ticket can be created.
Accessing the Page
Section titled “Accessing the Page”- Route:
/service-desk/tickets/new - Menu path: Service Desk → Tickets → + (or the New Ticket button on Tickets List)
- Primary audience: Agents and admins with
service-desk.manage.
The form uses three sequential tabs. Navigation is bidirectional — you can revisit earlier tabs before submitting.
Details
Section titled “Details”| Field | Required | Type | Description |
|---|---|---|---|
| Subject | Yes | Text | One-line title shown in the list |
| Description | Yes | Rich text | Body of the request; supports markdown / mentions |
| Priority | Yes | Select | low, medium, high, urgent; default comes from Settings |
| Source | Yes | Select | portal, email, phone, chat, api; restricted to the enabled sources in Settings |
| Help topic | No | Select | Selecting a topic auto-fills priority, queue, assignee, and due date from the topic’s defaults — see Help Topics |
| Assignee | No | User selector | Leave blank to let routing rules resolve |
| Due date | No | Date / time | Defaults from the help topic’s default_due_offset_hours if a topic is selected |
Requester
Section titled “Requester”The Requester tab selects how the ticket links to a person. Mode determines which sub-fields appear.
| Mode | Required sub-fields | Notes |
|---|---|---|
Business partner (bp) | Business partner; optional contact | Use for known partners. Chat-skill-created tickets always use this mode. |
Account (account) | Account; optional account user | Use when the requester belongs to a portal account |
Manual (manual) | Name; email (if Settings ⇒ require requester email) | Use for ad-hoc or external requesters with no portal record |
The Require requester email policy (from Settings → Sources) toggles whether the email field is required in manual mode.
Drag-and-drop or click to attach files. Up to 10 images and 10 documents per ticket. Files are uploaded on Create; if a file fails to upload, the create succeeds and the failed file shows an inline error so it can be retried from Ticket Detail.
Actions
Section titled “Actions”| Action | Permission | Description |
|---|---|---|
| Create Ticket | service-desk.manage | Submits the form and routes the ticket through any matching routing rules |
| Cancel | — | Returns to Tickets List |
- The Source dropdown reflects only sources enabled in Settings → Sources. If a source is later disabled, existing tickets keep their original source.
- Choosing a Help topic is a one-shot autofill — once selected, the priority/queue/assignee/due fields are filled but remain editable. Changing the topic afterwards does not retroactively re-apply defaults.
- When
Auto-assignis enabled in Settings → Routing and no rule matches, the ticket is assigned according to the configured routing mode (round-robin or priority-first). Manual mode never auto-assigns. - External users do not see this page. They submit through the external variant of the same form at
/service-desk/my/tickets/new, which forcesrequesterType = accountand hides the agent fields.
Related Pages
Section titled “Related Pages”- Tickets List — list view after creation.
- Ticket Detail — page opened on success.
- Help Topics — controls the defaults applied here.
- Settings — controls enabled sources, default priority, default requester type, and routing.