Technician and administrator ticket workflows

Technicians and administrators use the same ticket form as submitters, with an additional Submitting as control.

Create a ticket for yourself

Because these roles normally land on the ticket queue, open Submit a Ticket from the top navigation. Use Lumen or complete the form manually, then submit it like any other request.

Submit on behalf of another user

• Open Submit a Ticket.
• Use Submitting as to search for and select the affected user.
• Enter the issue, category, site, location, and attachments.
• Submit. The request is represented as the selected user’s ticket, which lets technicians capture phone calls, walkups, conversations, and other off-portal requests consistently.

Record integrity: Submitting on behalf of someone makes the request behave like that user’s normal ticket while the system’s activity history provides operational context.

Video 1: Submitting a Ticket as Technician or Admin — Watch on YouTube