Defining views and performing actions on Help Desk

Help Desk is a dashboard that helps you manage your work. You can access your open tickets and assignments, take appropriate action or reassign them to other users. You can create your own view and filter items that need urgent attention.

From Help Desk, you can perform the following actions:

• Define list views
• Configure display columns for a list view
• Apply filters  
• Highlight records in a list view
• Refresh the list views
  
• Delete ticket or assignment

This topic contains the following information:

Videos

The following videos supplement the information in this topic:

Help Desk features

The following video (13:22) provides an introduction to the Help Desk features.

https://youtu.be/6kqwwJd-pHA

Customizing the grid views in Help Desk

The following video (15.24) provides information about customizing the grid views in Help Desk.

https://youtu.be/0cBaPQOBTko

Working with Help Desk tickets

The following video (16.10) provides information about working with Help Desk tickets.

https://youtu.be/lkSuvw7oFuo

Overview of Help Desk features

The following table provides information about the Help Desk features:

Feature	Description
List views	The list of views enables users to see a list of records based on certain attributes. For example, you can create a view for tickets assigned to you or a view for all tickets with open status. Customize the list of views and use Save Current View As to create a new custom list view. The list of views also displays the public views that are created by other technicians. You cannot customize the All Work (Tickets & Assignments) and My Work (Open Tickets & Assignments) views. From the list of views, you can select a view to display. For more information, see Creating or customizing views.
Configure columns	Configure the fields that are displayed in a list view. You can drag a column to move the sequence and resize the field column width. For more information, see Configuring fields displayed in the list view.
Format records	Define rules to format records based on certain record attributes. For example, you can highlight all the records with Priority 1 in red. For more information, see Configuring formatting rules.
Configure filters	Filter the results in the list view by using field values and conditions. For more information, see Filtering records.
Assign records	Assign records to a preferred technician or group.
Update record status	Update the status of the record. For example, you can change status of a record from Open to In Progress.
Refresh the list view	Configure a custom refresh rate for the view. You can also refresh the list of view manually.
Copy a record	Copy a record from the list view.
Delete a record	Delete records from the list view. For more information, see Deleting records.
Export list views	Export the records in a list view to CSV or HTML format. Note When you export the record data, the custom formatting is not exported.
Preview records	From top, bottom, or right, select the location of the preview pane. The preview pane displays a preview of the record.

Creating or customizing a view

You can customize your list views on the Help Desk and Change Management grids by configuring filters and field columns, and defining formatting rules. After you customize an out-of-the-box or custom list view, the view icon of a list view changes colors from black to blue . In the following topics, references to Help Desk also apply to Change Management.

Creating a new view

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view.
3. Configure the preferred filters, list view fields, and formatting rules.
4. From the Views list, select Save Current View As.
   1. In the Save Current View As dialog box, in the View Name field, enter an appropriate name for the view.
   2. From the Sharing Type list, select a preferred sharing type:
      • Private - View is available only to me
      • Public - View is available to all
   3. Click Save.
5. (Optional) If you do not want to save the changes, from the Views list, select Abandon Changes to Current View.

Filtering records

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view to which you want to apply the filters.
   
3. Click Manage Filters .
4. In the Manage Filters dialog box, perform the following actions:
   1. From the Select a Field list, select a field, such as Category.
   2. From the Select a Condition list, select a condition, such as equals.
      The list of conditions differ based on the field that you select in the Select a Field list.
   3. In the Select/Enter a Value list, select or enter a field value, such as Applications.
   4. (Optional) To add another filter, click Add.
   5. Repeat the above steps to configure multiple filters.
   6. Click Apply.
   7. (Optional) To delete a filter, click Delete, then click Apply.

   Note

   When applying filter for 2 or more same type of field, you must apply all Or conditions first. The filters work as a straight query and are not grouped together.

   Example

   Assume that you want to see tickets that are assigned to either of the 2 technicians, AUTOSATECH1 and AUTOSATECH2, with Inactive equal to False and Status equal to Open. You must apply the following filters:

   

   The result is not the same if you apply the following filters:

   

5. (Optional) To view the applied filters on a list view, click Filters Applied.

Configuring fields displayed in the list view

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view for which you want to configure the fields.
3. Click Manage Columns .
4. In the Manage Columns dialog box, select the fields to be displayed as columns.
5. Click Apply.

Configuring formatting rules

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view for which you want to format records.
3. Click Manage Formatting .
4. In the Manage Formatting dialog box, perform the following actions:
   1. From the Select a Field list, select a field, such as Priority.
   2. From the Select a Condition list, select a condition, such as equals.
      The list of conditions differ based on the field that you select in the Select a Field list.
   3. In the Select/Enter a Value list, select or enter a field value, such as 1 - Critical.
   4. In the Preview list, select a Background Color, Text Color, and Text Style.  
   5. If you want to apply the same formatting to all field columns on a list view, select the Apply to row check box.
   6. (Optional) To add another filter, click Add .
   7. Repeat the above steps to configure multiple formatting rules.
   8. Click Apply.
   9. (Optional) To delete a rule, click Delete .
      

Assigning records

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view for which you want to change assignment.
3. Select the required record.
4. Click Assign To , and select the preferred option to assign the record:
   • Assign to a Technician
   • Assign to a Group
   • Assign to a Technician or Group
   • Assign to Myself
   • Clear Assignment

Updating record status

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view.
3. Select the required record and click Change Status .
4. In the Change Status dialog box, perform the following actions:
   1. Select a Status, such as Open.
   2. Select an Activity Code, such as Repair.
   3. Select a Note Type, such as Ticket Resolution.
   4. (Optional) If you do not want the requestors to see the note details, select the Private Note check box.
   5. Enter the note details.
   6. Click Save.

Deleting records

You can choose to delete records (tickets or assignments) from the workspace.

(2020 Release 01) You can delete multiple tickets or assignments at once.

Considerations

The following considerations apply to the deletion process:

• You must have delete permission to delete tickets or assignments. If you try to delete a ticket or an assignment without permission, a message is displayed to indicate that you cannot delete.

• You cannot delete a ticket or an assignment that is opened by another user.

• When you select and delete multiple tickets or assignments, then:
  • If some selected tickets or assignments are open, the following message is displayed:
    <Ticket/Assignment>(s) # 'ticketID/asssignmentID' is/are in use. Your request for this/these records will not be completed. Do you want to continue?

  • If all selected tickets or assignments are open, the following message is displayed:
    <Ticket/Assignment>(s) # 'ticketID/asssignmentID' is/are in use. Your request for this/these records will not be completed. Release the records to unlock them before attempting again.


  Note

  Multiple ticket IDs or assignment IDs are separated by a comma, as shown in this example:

  <Ticket/Assignment>(s) # '101,102,103' are in use. Your request for these records will not be completed. Release the records to unlock them before attempting again.

• If the deletion of a ticket or an assignment fails, a message with the ticket ID/assignment ID of the failed ticket or assignment is displayed.

To delete ticket or assignment

To delete a ticket or an assignment, perform the following steps:

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. Select a ticket or an assignment or multiple tickets or assignments (using Ctrl or Shift key) from the workspace.
   

3. Click Delete .
   The following message is displayed:
   

    For ticket

   

    For assignment

   

4. To delete the selected tickets or assignments, click Yes.
   The following message is displayed:
   <Ticket/Assignment/Records has/have> been deleted successfully.