Create Service Request according to a Model Ticket

Use case scenario: A service request occurs. The Call acceptance editor is filled with user information (normally end user or customer) and initial description. A service request according to a predefined template (Model Ticket) has to be created. The service request can be created and closed or it can be opened afterwards in the editor to add a more detailed description.

The following actions are involved in the process:

Create from Model	Creates a Service Request from the Model Ticket.
Edit from Model	Allows you to create a Service Request from the Model Ticket and opens it in the editor.
Create from Model + Inform User	Allows you to create an Incident from a Model Ticket and inform the end user right away.
Create from Model + Close	Allows you to create an Incident from a Model Ticket and close it immediately if you already know the solution without informing the end user.

Create Service Request according to a Model Ticket:

Example: The service request is IMAC (system move, installation etc.)

Provide correct classification: Ticket Class = 'Service Request'
Select an appropriate Model Ticket.
Click Create from Model to create the ticket only
OR

click Edit from Model to create a ticket and edit it immediately.

Additionally, the Create from Model + Inform User and Create from Model + Close actions are also available.

If the Create from Model + Inform User option was used, a dialog also opens for editing/creation of an email (adding specific information to the email text, optionally adding additional recipients).
If Create from Model + Close button is used, the Service Request is created and closed with no need to get feedback from the user first.