Desktop of the Service Desk

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