Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007 Manual page 23

3 In the Problem field, specify a description of your error and your solution. Be sure to write a
detailed and accurate description so that other technicians can use your solution as a resource
in the future.
4 In the Queue field, select the appropriate category for the problem.
General: Miscellaneous problems.
Network: Port connectivity issues.
Server: Problems pertaining to account setup on the server.
Workstation: Problems pertaining to your issued laptop or desktop.
5 In the Assign a Technician field, you can specify a technician's name to allocate the incident.
6 Select the appropriate Priority field.
Fatal: Lost capability to critical systems.
Critical: Lost capability to non-critical systems.
Urgent: Important conflict not pertaining to work.
High: Concerns relating to items needed for productivity.
Medium: Concerns relating to access needed.
Low: Nice to have, but not needed to accomplish tasks.
Informational: A communication that does not need any action, such as Account
deactivation.
7 In the Attachment field, click Browse to insert an applicable attachment, such as a log file,
screenshot, etc.
8 Click Open Incident to submit the incident ticket.
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