---
title: Desktop of the Service Desk
slug: pink/desktop-of-the-service-desk
description: Learn how to effectively use the Ticket Management interface on your Service Desk Desktop. This comprehensive document provides step-by-step instructions on accessing the interface, utilizing its main features such as the powerful search bar, ticket listi
docTags:
createdAt: 2021-10-27T20:37:35.000Z
---
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**.
## Before getting started
To have access to the features of the **Ticket Management** interface, it is essential:
- [x] To have workgroup permissions; and
- [x] Also access to service catalogs;
- [x] 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\:** ******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:
::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/7XxrcJJuWEafT8vYyacjb_image.png" size="10" width="37" height="31" caption=" Icon without Active Search" position="center" showCaption="true"}
::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/nTPvMCfGz9FPuZWM09axY_image.png" size="10" width="37" height="33" caption="Icon with Active Search" position="center" showCaption="true"}
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\:** ******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:
::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/uOMqXgFFOg25r_9Ux1N0L_image.png" size="66" width="362" height="39" position="center" showCaption="false"}
### Pagination:
******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;
### Delegation:
******8\: Delegate** **– **ticket(s) to a group;
:::hint{type="warning"}
⚠️ **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.
:::
### Page Updating:
******9\: Automatic Update** (25 and 25 seconds);
******10\: Update List** **– **to refresh manually the page;
### 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 will present you the actions available:
::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/JIiIM4EiBH7fmXg8bQ48u_image.png" size="60" width="362" height="350" position="center" showCaption="false"}
### Main options:
******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);
### Secondary options:
******7\: Delegate**;
**8\: Suspend**;
**9\: Change SLA**;
**10\: Reclassify**;
**11\: Create Sub-ticket**;
**12\: Create related ticket**;
**13\: Schedule activity**;
**14\: Print**;
:::hint{type="warning"}
⚠️ **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;