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
  

The following topics are provided:

• • Overview of Help Desk features
  • Videos
  • Creating or customizing a view
  • Assigning records
  • Updating record status

Overview of Help Desk features

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

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

The following table provides information about the Help Desk features:

Videos

Customizing the grid views in Help Desk

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

https://youtu.be/0cBaPQOBTko

Working with HelpDesk tickets

The following video (16.10) presentation provides information about working with HelpDesk tickets.

https://youtu.be/lkSuvw7oFuo

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
• Filtering records
• Configuring fields displayed in the list view
• Configuring formatting rules

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 .
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.