The Desktop of the Service Desk

13 min

The desktop of the Service Desk is a place where tickets that have been opened for activities linked to your group are available, and where you can view several information about a ticket.

Before getting started

To have access to the features of the ticket management interface, it is essential to have workgroup permissions and also access to service catalogs.

Also, make sure to have at least one ticket in the attendance queue.

Procedure

Access the main menu through Processes > Ticket Management > Ticket.

Interface

The home screen of ticket management is the analyst attendance interface with requests and/or incidents that are in process or awaiting for attendance. This interface consists of: Search Features, Ticket Listing and Main Menu.

Search

It is possible to use the search bar to make it easier to search for a specific ticket - by entering the number - or a set of tickets with similar characteristics - using several attributes - such as:

![Search Ticket Citsmart]

Number	Attributes
1	Number of the ticket;
2	The requester of the ticket (Who requested it);
3	Status of ticket (status and expressions registered in the flow);
4	Contract to which the ticket is linked;
5	Executor group (Current set of people who can attend the service);
6	Current task (User task in the flow);
7	Assignment of ticket (Current person who is attending the service);
8	SLA status: Normal, Expired, Waiting for approval, and others;
9	Order by: Ticket No, Date/time of creation, Activity, Service, Assignment, Priority, Status, Date/time of limit, and Date of the last update;
10	View: All tickets or just the ones I can track or execute;
11	Unit – of Requester;
12	Exhibition: All, Chat – just opened by this channel – and critics – only critical incidents;
13	Option to show related tickets – in the attendance list;

To apply a search based on the filters you set, use the search button. After making the search, the icon will change to identify the search status, such as:

![Search Ticket Citsmart] Icon without the active search

![Search Ticket Citsmart] Icon with active search

It is possible to clean all filters selected and return to default format by clicking on “clear”.

Tickets List

• In the list we can see the tickets available in an attendance queue – based on group permissions – where we find the following columns:

![List Ticket Citsmart]

Number	Permissions
1	Selecting Ticket(s) – to delegate, suspend or reactivate them;
2	Ticket number;
3	Priority – of attendance (SLA);
4	Service;
5	Request (Request/Incident);
6	Requester;
7	Contract;
8	Created by (Who created the ticket);
9	Creation date of the ticket;
10	Task – of flow;
11	Current group – of attendance;
12	Unit;
13	Assignment – the responsible for the attendance;
14	Task status – in the flow;
15	SLA – maximum time of attendance;
16	Deadline - for attendance;
17	SLA Status;

Located on the upper right side, there is a series of icons representing, respectively:

![List Ticket Citsmart]

Number	Pagination
1	Back to the first page;
2	Back one page;
3	Ticket number identifier number of the start page;
4	Ticket number identifier number of the end page;
5	Total number of tickets;
6	Advance one page;
7	Advance to last page;

Number	Delegation
8	Delegate – ticket(s) to a group;

⚠ Attention!

The “Automatic update” button will come by default not enabled in the CITSmart parameters, to enable it, it is necessary to change parameter 418 to “Yes”. This way, the button will be available on the ticket screen to automatically refresh the page every 25 seconds.

Number	Page Updating
9	Automatic update (25 and 25 seconds);
10	Update list - to refresh manually the page;

Reports

Number	Reports
11	Reports;
12	(Other) options:
a	Suspension/Reactivation - of ticket;
b	Change columns (to custom the list).

Ticket options:

Clicking on a ticket in your attendance queue, it will present the actions available:

![Option Ticket Citsmart]

Number	Main Options
1	Open;
2	View;
3	Description - view the description without open it;
4	Reports;
5	View Flow – of service;
6	More options (present the items below);

Number	Secondary Options
7	Delegate;
8	Suspend;
9	Change SLA;
10	Reclassify;
11	Create Sub-ticket;
12	Create related ticket;
13	Schedule activity;
14	Print;

⚠ Attention!

These options are based on the permissions given to the user's profile, so it may not be possible to use all of the options above.

Global Vision

• List – Presents a list of the tickets in your queue;

• Team management – Ticket management in a Kanban view;

• SLA status – A synthetic view categorized by SLA status;

• Flow status – Current status (expressions registered for a flow) of tickets assigned to a group;

Map View

• Map – Allows to view tickets registered for attendance in a unit;

View by Search

• Filters – When selecting a filter (expressions registered for a flow) will present the tickets according to the selected item;

Other options

• Schedule – Allows to view events related to Ticket, Change, Problem and Release;

• Summary – A quantitative report of tickets;

• Advanced Search – It allows you to perform more detailed ticket searches as well as the information generated in your attendance;

• Audit – It presents all changes that occur to a ticket whether automatic or manual;