ITAM / Asset Tickets

How to Create a Ticket

Report a hardware issue on the linked device so Carlos gets Sophie's broken keyboard into the queue without a separate email thread.

Real-world scenario

Sophie Park · Software Engineer at Bluewave Labs

Sophie's keyboard started missing keystrokes during a code review. She opens her MacBook in the employee portal, creates a ticket describing the issue, and Carlos picks it up within the hour.

Before you begin

  • Device registered in WorkVerge and assigned to you (employees) or visible to admins
  • Workplace default ticket team configured on the device

Overview

Asset tickets always link to a device. That link drives assignee options, workplace context, and related-asset history. Sophie creates from her device; Carlos creates on behalf of others from ITAM → Asset Tickets when walk-up requests arrive at the Austin office.

Step-by-step

  1. 1

    Choose where to create the ticket

    Fastest: open the device in Employee Portal → Devices and click Create Ticket. Admins can also use ITAM → Asset Tickets → New Ticket.

  2. 2

    Link the device

    Every ticket requires a device. From device view the MacBook is pre-selected; otherwise pick Sophie's MacBook Pro 14 (AUS-ENG-042).

  3. 3

    Enter title and description

    Title: "Keyboard keys sticking. need replacement". Description: which keys fail, when it started, impact on work.

  4. 4

    Set priority

    Choose HIGH if Sophie cannot work effectively; URGENT only for total device failure.

  5. 5

    Assign or leave for default team

    Assignees come from the device workplace default team (Austin IT). Carlos can assign himself or leave unassigned for triage.

  6. 6

    Submit the ticket

    WorkVerge creates the ticket in OPEN status. Sophie and assignees receive notifications.

Example ticket

Sophie Park. keyboard replacement

  • Device: MacBook Pro 14 (AUS-ENG-042)
  • Title: Keyboard keys sticking. need replacement
  • Description: E, R, and Space keys intermittently fail. Started Tuesday AM. Using external keyboard temporarily.
  • Priority: HIGH
  • Assignee: Carlos Reyes (Austin IT)
  • Initial status: OPEN

Create from device view

When Sophie clicks Create Ticket on her MacBook detail page, the device is pre-linked and assignees populate from the Austin workplace team, no searching required.

Required fields

  • Device. The asset the ticket relates to
  • Title. Short summary of the issue or request
  • Description. Enough detail for Carlos to triage without a follow-up ping

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