WSU CallTracker – Create New Ticket

In order to create a new ticket, you must have authorized access from your department and have that permission entered into the CallTracker system.

  1. Log in to CallTracker
    (Note: To log in from home or any place off the Wayne State campus, you must use SSL VPN (WSU's Virtual Private Network that uses Secure Sockets Layer protocol).
  2. On the CallTracker main menu click Create New Ticket in the menu list or at the top or bottom of the page.
  3. On the first New Ticket page there are three boxes labeled:
    • AccessID/EmailName
    • First Name
    • Last Name
    Type the customer's AccessID or EmailName in the first box. You do not need to fill in the customer's first or last name unless you do not have an AccessID or EmailName.
  4. Click the LDAP Lookup button.
  5. The next New Ticket page displays information about the ID or name you entered. If you entered an AccessID or EmailName, there will be only one person's entry displayed. If you entered a name, there may be multiple entries displayed.
  6. Review the entries displayed.
    • If there is only one listed, check to ensure that it is for the correct person and then click the New Ticket button.
    • If there is more than one entry listed, scroll down and search for the correct person's entry. Then click the New Ticket button for that entry (in the upper right corner for that particular entry).
    • If none of the entries are correct, and you want to reenter lookup information, do that in the AccessID/EmailName, First Name, Last Name boxes at the top of the page. Then click LDAP Lookup again.
  7. The next New Ticket page displays the information about the person's entry you selected. On this page you fill in information about the customer and the request and then submit the ticket.
    1. Make sure you have the correct person.
    2. If you are sure that you have the correct person but some of the information about the person is incorrect, correct it.
    3. Check the e-mail address. If the customer has a preferred e-mail address that is other than the AccessID, change the e-mail information.
    4. Check the phone number. If it is not correct, correct it.
    5. Type the college/school name or select the correct division from the pull-down menu.
    6. Check the building and room number to make sure that they are correct.
    7. In the Short Description box type a description of the request being reported. Keep this information short, similar to what you would put on the subject line of an e-mail message.
    8. In the Ticket Log box type detailed information about the request. Once submitted, this information becomes the log of the request from its start until it is resolved and closed. It cannot be changed, only added to.
    9. Leave the Status as "New."
    10. Choose a Priority Level for the request (from 1 for immediate response to 5 for a scheduled request).
    11. In the Assigned To boxes select a group and person from the pull-down menus.
    12. In the Desktop OS area use the pull-down menu and select the operating system used by the customer.
    13. When all boxes have been filled in, click the Submit Ticket button at the top of the page.
      • If you filled in the New Ticket page correctly, the New Ticket Created page will display. Note that it will tell you New Ticket Created and give you the ticket number.
      • If you did not fill in the New Ticket page correctly, the next page will tell you the section that is still needed. When this happens:
        1. Click the Go Back and Edit It button.
        2. Fill in the required section. Then check all sections to make sure they are correct.
        3. Click the Submit Ticket button at the top of the page.
    14. When the ticket is accepted, the CallTracker system displays the New Ticket Created page and sends an e-mail message to the customer and to the person assigned the ticket.


Also see:
– Log in to CallTracker
– About WSU CallTracker
– Search by Ticket Number (for customers)
– Get an Authorized User Account
– Search and Update (Authorized User Only)
– Create a Spreadsheet Report (Authorized User Only)
– Glossary of Terms