This article discusses the Service Desk related configurations in your ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) slice.
Priority Calculation
Prioritize a ticket based on its urgency and impact. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Priority Matrix and define how different types of tickets are treated. For more details about priority calculation, see Automate Ticket Priority.
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Create ticket custom field templates using the attribute pool and CCTI created for tickets. Navigate to MANAGE, ADMINISTRATION, Tools, Custom Ticket Attribute Templates, and MANAGE> ADMINISTRATION> Tools> Custom Ticket Attribute Templates and click Create New to create a custom field template. See Create and Manage Custom Field Templates.
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To customize the standard drop-down values, update the value lists for the ticket. The values include Impact, Priority, Source, Urgency, Worklog Type, and the Status. You can add new values to the value lists. To modify the values for the required list navigate to MANAGE, ADMINISTRATION, Tools, and MANAGE> ADMINISTRATION> Tools> Value Lists. See Create and Manage Value Lists.
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You can create catalog items to speed up the ticket submission process for the frequently raised requests. Navigate to MANAGE, MANAGE> ADMINISTRATION, Tools, and >Tools> Service Catalog Configuration. See Create and Manage Catalog Items.
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- Use the ticket templates to create the task groups. Navigate to MANAGE, ADMINISTRATION, Tools, and MANAGE> ADMINISTRATION> Tools> Task Groups. For more information, see Create and Manage Task Groups.
- Use the ticket templates and task groups to create the task flows. Navigate to MANAGE, ADMINISTRATION, Tools, and MANAGE> ADMINISTRATION> Tools> Task Flows. For more information, see Create and Manage Task Flows.