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ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) helps automate the support services for your organization. As a Self-Service user, you can use it to request services that your support groups provide and find solutions to your workplace issues. The application also helps you track your service requests and collaborate with the support teams and other users. This article provides you an overview of the main components of your work area.

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  • Select a catalog item from the Request Catalog and create a ticket.
  • View service desk announcements
  • View your five most recent outstanding items, including pending approvals, and reviews of KB articles.
  • View your five most recent open tickets.
  • View the three top rated knowledge articles.

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The Search tab is available on the Service Center page.

To search:

  1. Navigate to WORKSPACES, WORKSPACES> Service Center, and click Search.
  2. Enter the text - alpha-numeric or numeric values - in the search field and press Enter. A search of all records in the application that match the criteria, and that you access to view is initiated.
    All records that match your search text are displayed on the right side.
  3. You can click the record and can view all details that are related to the record.

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  • The Home tab provides the interface to perform the following tasks:
    • Search for a catalog item.
    • Filter the list of catalog items by categories.
    • Sort the catalog items by Name, Category, and Popularity. 
    • Check detailed description of the catalog item.
    • Request a catalog item.
  • The My Requests tab displays the following information:
    • The tickets that the user owns.
    • The tickets that the organization owns.
    • View the status chart for the tickets.

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To Search for Specific Knowledge Articles:

  1. Navigate to WORKSPACES, WORKSPACES> Knowledge Management, and click Search.

  2. Type a keyword in the Search Knowledge field and press Enter. Relevant search results are displayed.

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