CA Service Desk Manager - Viewing Service Desk Tickets and Ticket Detail

This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to view tickets and ticket detail.


To view the tickets in your Group or those assigned to you:

1. Click the Update Counts button to ensure you have the most up-to-date ticket counts.

2. Expand the lists in the Scoreboard by selecting the node for those records, or clicking the expansion button.

3. Select the list you would like to view, for instance, My Requests.

This will now display all requests assigned to you.

Requests

4. Select the ticket you would like to view in the Request List Window.

A Ticket Detail Window will open in a new window.


Ticket Detail

Details of a ticket include:

Affected End User - Specifies the contact name of the person affected by the record.  Stores current affected contact information in the ticket for use in reporting.  Displays special handling indicators when the affected end user is assigned to a special handling type.  You can enter a value directly or click the magnifier to search for a contact name.   

Request Area - Indicates the general area of your IT environment affected by the request (for example, Applications, E-mail, Hardware, and Software). Request areas provide default values that are entered automatically on all requests assigned to the area. 

You can enter the request area directly into the field, or click Lookup Cross Icon to select from the defined request areas.

Requester - Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.

Priority - Indicates the priority ranking of the record, determined by the amount of attention it should receive. 

Group - Specifies the group that is responsible for this record.  Any individual contact assigned to the group can handle the record after it has been assigned to the group. You can enter a value directly or click the magnifier to search for a group.

Assignee - Specifies the name of the person assigned to handle the record. You can enter a value directly or click the magnifier to search for a name.

Configuration Item - Specifies the hardware, software, or service affected by the record. You can enter a value directly or click the magnifier to search for an item.

Call Back Date/Time - Identifies the date and time to follow up on this record. Enter the date and time in the format mm/dd/yyyy hh:mm am | pm, or click the calendar icon to select the date and time for follow-up.

Change - Specifies the number and name of the change order associated with this record. You can enter a value directly or click the magnifier to search for a change order.

Caused by Change Order - Specifies only tickets that were opened as a result of a specific change order ticket. You can enter a value directly or click the magnifier to search for a change order ticket.

Summary - Provides a brief description of the record.

Description - Describes the record in detail.

It is also good to check the Additional Information tab, occasionally it includes an uploaded email or picture.  

TicketDetailSized




Keywords:AITS, training, SDM,   Doc ID:67979
Owner:Shawn L.Group:University of Illinois System
Created:2016-10-24 12:03 CSTUpdated:2016-10-28 12:12 CST
Sites:University of Illinois System
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