A new Help Ticket is automatically numbered and sent to the Help Tickets queue in the Back Office. If a Servicing Team (and a head) has been assigned to the resource's template, the Help Ticket is automatically assigned to the Servicing Team head and appears in the Open section of the queue. Otherwise, it is in the Unassigned section.

important: You can only create a Help Ticket if you have the Create Help Ticket permission and have access a resource's Items tab.

To create a Help Ticket:

1. If you are not already in the Create Help Ticket page, follow the steps in Items tab / Media tab (Resource Manager), then proceed.
2. On the Create Resource Ticket page enter a summary of the problem. Details are optional.
3. Optional Details and Contact Information. The default information entered is that of the logged‐in user.
4. To select a different user, click +Select, and then find and select the user.
5. Make any final changes.
6. Click Save & Send.

Users with the Create Help ticket for self permission and who have the Use Resource Search permission can create a Help Ticket for the items viewable in My Info.

Users with the Create Help ticket for self permission and who are Custodians of resources can view a list of resources and create Help Tickets for them in My Info. The section in My Info, Custodian, lists all resource items that the logged‐in user has been assigned as Custodian to and does not appear for non‐custodians.

note: Custodians do not need the Create Help Ticket for self permission to create a Help Ticket from My Info. If they are the Custodian of a resource, they will automatically see the Create New Help Ticket icon.

To create a Help Ticket from MyInfo:

1. Log in to Destiny, and select the My Info tab.
2. Next to the item needing attention, click the Create Help Ticket icon.
3. On the Create Help Ticket page enter a summary of the problem.
4. Optional Details and Contact Information. The default information entered is that of the logged‐in user.
5. To select a different user, click +Select, and then find and select the user.
6. Make any final changes.
7. Click Save & Send.