Create a Smart Ticket in ESS

User Role: Self-service Users

If you have installed and enabled Smart Analytics, a new menu, Submit a Smart Request, is automatically added to leverage the power of the Smart Ticket feature. Clicking it opens a new, simplified request form that only requires you to add attachments or comments to submit a request, which simplifies the process of submitting the ESS support requests.

To submit a self-service request by using Smart Ticket in self-service user view (ess.do), follow these steps:

1. Log on to Service Manager from the ESS portal.
2. Click Submit a Smart Request.

3. Click Add Files to attach an image file. For example, a screenshot of the error message.

   Note For image files containing multiple languages, Service Manager provides a language list according to the language priorities. The following restrictions apply to the language list:

   • Arabic cannot be combined with any other alphabets or languages.
   • Hebrew cannot be combined with either Japanese, Simplified Chinese, or Traditional Chinese.
4. Type comments for your request.

5. Click Submit.

   An interaction is now created. The fields defined in Smart Ticket configuration are automatically filled by SM Smart Analytics.