Administering Support Automation › Resolve Tickets Using Live Assistance › Receive a Ticket Request

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Receive a Ticket Request

A user submits a ticket that describes an issue with their computer. View the ticket details from an email alert or the CA SDM Scoreboard. For example, the user cannot use a software application that they configured to synchronize with their network.

Follow these steps:

  1. Log in to CA SDM and select Scoreboard, My Queue.
  2. Open a ticket.
  3. Review the ticket description.
  4. (Optional) Add a comment to the ticket that asks the user to provide more information about the software application they configured incorrectly.