Servicedesk Tutorial

General Information

• Status Definition

For Requesters

• Login to the requester console
• Create a service request
• View a service request
• Add info to a service request
• Cancel a service request

For Support Staff

• Login to the incident management console
• Record an incident
• View incidents assigned to you
• Accept an assignment
• Reassign an incident
• Investigate and diagnose an incident
• Add work info to an incident
  
• Send email via Service Desk tool  (NEW!)
  
• Pending for requester information or action
  
• Work with tasks
  • Create and assign a task
  • Work on a task and close it
    
• Resolve an incident
• Close an incident (Only Service Desk staff should close an incident)
• Search incidents and create a search
  
• Work with the Overview console
  
• Create broadcast messages