Configure Service Desk Functions

This article discusses the Service Desk related configurations in your Serviceaide Intelligent Service Management slice.

Priority Calculation

Prioritize a ticket based on its urgency and impact. Navigate to MANAGE> ADMINISTRATION> Tools> Priority Matrix and define how different types of tickets are treated. For more details about priority calculation, see Automate Ticket Priority.

Role-based Views

Configure which section headers are available to different user roles for each ticket type. For example, the approvals section is available for only Change Requests, by default. However, you can make this section available for Service Requests too, by editing the default role-based view for service requests. For more information about role-based views, see Create and Manage Role-Based Views.

Workflow Actions

To complete a process, configure a sequence of tasks or steps. For more information about workflow actions, see Create and Manage Workflow Actions.

Communication Templates

Configure email templates with standard messages to send out notifications. For more information about working with communication templates, see Create and Manage Communication Templates.

Create Custom Attributes

Create the common attributes for associating more fields with the ticket templates or CI Attribute templates. See Create and Manage Attributes.

Create Custom Field Templates

Create ticket custom field templates using the attribute pool and CCTI created for tickets. Navigate to MANAGE> ADMINISTRATION> Tools> Custom Ticket Attribute Templates and click Create New to create a custom field template. See Create and Manage Custom Field Templates.

Customize Value Lists

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> Value Lists. See Create and Manage Value Lists.

Create Catalog Items

You can create catalog items to speed up the ticket submission process for the frequently raised requests. Navigate to MANAGE> ADMINISTRATION,>Tools> Service Catalog Configuration. See Create and Manage Catalog Items.

Create Task Groups and Task Flows

1. Use the ticket templates to create the task groups. Navigate to MANAGE> ADMINISTRATION> Tools> Task Groups. For more information, see Create and Manage Task Groups.
2. Use the ticket templates and task groups to create the task flows. Navigate to MANAGE> ADMINISTRATION> Tools> Task Flows. For more information, see Create and Manage Task Flows.