Help Tickets (Resource Manager)

Use Resource Manager's help tickets to manage the repair and maintenance needs of your resource items.

Once a school or district creates a Servicing Team, users with the appropriate access level permissions can add a help ticket. A number is automatically created for the ticket. The servicing team head can assign a team member or another individual, set a priority and status, include an expected completion date, and add notes.

When a resource is fixed, either the team head or a member can close the ticket. If the resource is still having problems, instead of creating a new ticket, a closed ticket can be reopened.

Note: Help tickets created in the Catalog, Circulation, or My Info are automatically assigned to the head of a servicing team. From Admin > Help Tickets, you can create and reassign help tickets. Admin.

Help Desk System Integration

Districts with an external third-party help desk system can integrate that system with Destiny. To set up the integration, districts must do the following:

• Set up servicing teams.
  • Create servicing teams.
  • Add a servicing team head.
  • Add member to the servicing team.
• Integrate Destiny with the third-party help desk system.
  • Configure where Destiny will send emails when a help ticket is created.
  • Configure Destiny to receive emails from the third-party help desk system.