Desktop of the Service Desk

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 multiple information about a ticket.

To have access to the features of the Ticket Management interface, it is essential:

Access the menu Processes > Ticket Management > Ticket.

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.

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: Number of the ticket;

2: Requester of ticket (Who requested);

3: Type – of service (Request, Incident, or Procedure);

4: Status of ticket (status/expressions registered in the flow);

5: Contract to which the ticket is linked;

6: Executor group (Current set of people who can attend the service);

7: Current task (User task in the flow);

8: Assignment of ticket (Current person who's attending the service);

9: SLA status: Normal, Expired, Waiting for approval and others;

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: All tickets or just the ones I can track or execute;

12: Unit – of Requester;

13: Exhibition: All, Chat – just opened by this channel - and critics – only critical incidents;

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".

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

1: Selecting Ticket(s) – to delegate or suspend/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 in the upper right side, we can see a series of icons representing, respectively:

1: Back to the first page;

2: Back one page;

3: Number ticket identifier number of the start page;

4: Number ticket identifier number of end page;

5: Number total of tickets;

6: Advance one page;

7: Advance to the last page;

8: Delegate – ticket(s) to a group;

9: Automatic Update (25 and 25 seconds);

10: Update List – to refresh manually the page;

11: Reports;

12: (Other) Options;

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

1: Open;

2: View;

3: Description – view the description without opening it;

4: Reports;

5: View Flow – of service;

6: More options (present the items below);

7: Delegate;

8: Suspend;

9: Change SLA;

10: Reclassify;

11: Create Sub-ticket;

12: Create related ticket;

13: Schedule activity;

14: Print;