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CA Service Desk Manager - Service Desk Interface

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.


The Service Desk tab

When an analyst logs into Service Desk Manager via, they are presented with this screen.  We will describe each section of this page.

Service Desk tab view

Quick Search and Role Selector

The Quick Search allows you quickly display any ticket by entering the ticket number.

The Role Selector will allow you to change your view to any role that you are member of.

quick search bar

Main Toolbar

The toolbar will be examined in more detail throughout the course in various chapters. It is also detailed in this training.



The left pane of the Service Desk tab displays the Scoreboard, a tree-like structure that shows the requests, change orders, issues, call backs, and tasks assigned to you or your group (depending on how your department has configured your system). You can view your assigned and unassigned records by priority.


You can expand the list of records displayed in the Scoreboard by selecting the node for those records, or clicking the expansion button.

You can collapse the list of records displayed in the Scoreboard by selecting the node for those records, or clicking the collapse button.

Tip: To refresh the counts that are currently displayed in the Scoreboard, click the Update Counts button.

Exercise: Navigating the Scoreboard

Perform the following activities in the Scoreboard:

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

2. Expand and collapse the lists in the Scoreboard by:

a. Selecting the node for those records.

b. Clicking the expansion and collapse button.

3. Select the various lists in the Scoreboard to view in the List Windows, for instance, My Requests or Group Requests.

Keywords:AITS, SDM, training guide, r14.1, analyst   Doc ID:66257
Owner:Shawn L.Group:University of Illinois System
Created:2016-08-18 13:50 CDTUpdated:2018-06-11 09:32 CDT
Sites:University of Illinois System
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