Create a help ticket on the Admin tab (Resource Manager)

Help desk technicians can create a new help ticket when a user reports a resource item needing repair or maintenance.

To create a new help ticket from the Admin tab:

  1. Select Admin > Help Tickets > Track tab.
  2. Click New Ticket.
  3. To identify the resource item, click Select. The Find Resource page appears.
  4. If you have physical possession of the item, select the Item submitted for repair checkbox.
  5. Select the applicable Priority and Status from the drop-downs.
  6. Enter a Summary (maximum of 255 characters).
  7. Enter Details (maximum of 1,000 characters), if desired.
  8. Do one or more of the following:
    To...Then...
    Update the servicing team or a team member

    Choose the appropriate selection from the associated drop-down.

    Important: If you select a servicing team but not a team member, the assignment defaults to the servicing team head. Tickets will remain Unassigned if there is no team head, or the team head is removed. When a team is deleted, Destiny converts the servicing team assignment to an Individual assignment, retaining the team member as the Individual.
    Assign a person not on the servicing team to repair the resourceSelect Individual, and then click Select to find and select a patron.
    Set a completion dateComplete the Expected Completion date field.
    Update the requester informationUse Select to find and select a different requester. Add the Email or Phone.
  9. Click Save.

A help ticket is created and automatically given a number.

Note: If your district has set up the Help Ticket Integration, when a new help ticket is created in Destiny, an email is sent to your third-party help desk system.

The help ticket appears as follows:

If you… Then…
Assigned a technician, and the ticket status is Open It appears in the Open section of the Track tab.
Assigned a technician, and the ticket status is Pending It appears in the Pending section of the Track tab.
Did not assign a technician, and the ticket status is Open or Pending It appears in the Unassigned section of the Track tab.
Note: To enter or select cumulative limiters, click Customize View.