Desktop of the Service Desk

the desktop of the service desk is a \<font color="#3b9f0f">place where tickets\</font> that have been opened for activities linked to your group \<font color="#3b9f0f">are available\</font> , and \<font color="#3b9f0f">where you can view multiple information about a ticket\</font> 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; in addition, to having at least one ticket in the attendance queue procedure access the menu processes > ticket management > ticket interface the home screen of ticket management is the analysts of attendance interface with requests and/or incidents that are in process or awaiting 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 \<font color="#3b9f0f">1 \</font> \<font color="#3b9f0f">number of the ticket\</font> ; \<font color="#3b9f0f">2 \</font> \<font color="#3b9f0f">requester\</font> of ticket (who requested); \<font color="#3b9f0f">3 \</font> \<font color="#3b9f0f">type\</font> – of service (request, incident, or procedure); \<font color="#3b9f0f">4 \</font> \<font color="#3b9f0f">status\</font> of ticket (status/expressions registered in the flow); \<font color="#3b9f0f">5 \</font> \<font color="#3b9f0f">contract\</font> to which the ticket is linked; \<font color="#3b9f0f">6 \</font> \<font color="#3b9f0f">executor group\</font> (current set of people who can attend the service); \<font color="#3b9f0f">7 current task\</font> (user task in the flow); \<font color="#3b9f0f">8 assignment\</font> of ticket (current person who's attending the service); \<font color="#3b9f0f">9 sla status\</font> normal, expired, waiting for approval and others; \<font color="#3b9f0f">10 order by\</font> ticket no, date/time of creation, activity, service, assignment, priority, status, date/time of limit, and date of the last update; \<font color="#3b9f0f">11 view\</font> all tickets or just the ones i can track or execute; \<font color="#3b9f0f">12 unit\</font> – of requester; \<font color="#3b9f0f">13 exhibition\</font> all, chat – just opened by this channel and critics – only critical incidents; \<font color="#3b9f0f">14 option to show related tickets\</font> – 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 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 \<font color="#3b9f0f">1 \</font> \<font color="#3b9f0f">selecting ticket(s)\</font> – to delegate or suspend/reactivate them; \<font color="#3b9f0f">2 \</font> \<font color="#3b9f0f">ticket\</font> number; \<font color="#3b9f0f">3 \</font> \<font color="#3b9f0f">priority\</font> – of attendance (sla); \<font color="#3b9f0f">4 \</font> \<font color="#3b9f0f">service\</font> ; \<font color="#3b9f0f">5 \</font> \<font color="#3b9f0f">request\</font> (request/incident); \<font color="#3b9f0f">6 \</font> \<font color="#3b9f0f">requester\</font> ; \<font color="#3b9f0f">7 \</font> \<font color="#3b9f0f">contract\</font> ; \<font color="#3b9f0f">8 \</font> \<font color="#3b9f0f">created by\</font> (who created the ticket); \<font color="#3b9f0f">9 \</font> \<font color="#3b9f0f">creation date\</font> of the ticket; \<font color="#3b9f0f">10 \</font> \<font color="#3b9f0f">task\</font> – of flow; \<font color="#3b9f0f">11 \</font> \<font color="#3b9f0f">current group\</font> – of attendance; \<font color="#3b9f0f">12 \</font> \<font color="#3b9f0f">unit\</font> ; \<font color="#3b9f0f">13 \</font> \<font color="#3b9f0f">assignment\</font> – the responsible for the attendance; \<font color="#3b9f0f">14 \</font> \<font color="#3b9f0f">task status\</font> – in the flow; \<font color="#3b9f0f">15 \</font> \<font color="#3b9f0f">sla\</font> – maximum time of attendance; \<font color="#3b9f0f">16 \</font> \<font color="#3b9f0f">deadline\</font> – for attendance; \<font color="#3b9f0f">17 \</font> \<font color="#3b9f0f">sla status\</font> ; located in the upper right side, we can see a series of icons representing, respectively pagination \<font color="#3b9f0f">1 back\</font> to the first page; \<font color="#3b9f0f">2 back\</font> one page; \<font color="#3b9f0f">3 number\</font> ticket identifier number of the start page; \<font color="#3b9f0f">4 number\</font> ticket identifier number of end page; \<font color="#3b9f0f">5 number\</font> total of tickets; \<font color="#3b9f0f">6 advance\</font> one page; \<font color="#3b9f0f">7 advance\</font> to the last page; delegation \<font color="#3b9f0f">8 delegate\</font> – ticket(s) to a group; ⚠️ attention ! the " automatic update " button will come by default not enabled in the \<font color="#3b9f0f">citsmart \</font> 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 page updating \<font color="#3b9f0f">9 automatic update \</font> (25 and 25 seconds); \<font color="#3b9f0f">10 update list\</font> – to refresh manually the page; reports \<font color="#3b9f0f">11 reports\</font> \<font color="#3b9f0f">12 (other) options\</font> ; a suspension/reactivation – of ticket; b change columns (to custom the list); ticket options clicking on a ticket in your attendance queue will present you the actions available main options \<font color="#3b9f0f">1 open\</font> \<font color="#3b9f0f">2 view\</font> \<font color="#3b9f0f">3 description\</font> – view the description without opening it; \<font color="#3b9f0f">4 reports\</font> \<font color="#3b9f0f">5 view flow\</font> – of service; \<font color="#3b9f0f">6 more options\</font> (present the items below); secondary options \<font color="#3b9f0f">7 delegate\</font> \<font color="#3b9f0f">8 suspend\</font> \<font color="#3b9f0f">9 change sla\</font> \<font color="#3b9f0f">10 reclassify\</font> \<font color="#3b9f0f">11 create sub ticket\</font> \<font color="#3b9f0f">12 create related ticket\</font> \<font color="#3b9f0f">13 schedule activity\</font> \<font color="#3b9f0f">14 print\</font> ⚠️ attention ! these options are based on the permissions given to your profile, so you may not be able to use all of the options above main menu global vision list – presents a list with 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;