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

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/eorhls41XAg?list=PLibAMtD70sYGYdao7TNnEiuvoHy_z8t4V

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/4mLBROabwVs?list=PLibAMtD70sYGYdao7TNnEiuvoHy_z8t4V

Working with Help Desk tickets

The following video (16:10) provides information about working with Help Desk tickets:

https://youtu.be/t-Vf4Mn8VB8?list=PLibAMtD70sYGYdao7TNnEiuvoHy_z8t4V

Overview of Help Desk features

The following table provides information about the Help Desk features:

Default list views

The following table provides information about the default list views in the Help Desk module:

To create or customize 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 this topic, all references to Help Desk, also apply to Change Management.

To create 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.
   1. Configure the preferred filters, list view fields, and formatting rules.
3. 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.
4. (Optional) If you do not want to save the changes, from the Views list, select Abandon Changes to Current View.

To sort columns within a list view

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view.
3. Click the arrow on the column headers to open the list of column customizing options.
4. Select Sort Ascending or Sort Descending to sort the column data in ascending or descending order.
   You can sort up to three columns on the workspace grid and the sorting rule applied to the first column has precedence. Once the data is sorted as per the first column, the data in the second and third columns is sorted. 

To group column data within a list view

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view.
3. Click the arrow on the column header of the field according to which you want to group the records.
4. Select Group By This Field.

To turn off data grouping, clear the Show in Groups check box.

To filter 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.

      Important

      (2021 Release 02) The Record Type field is not visible when you apply filters to multimodule list views.

   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.

   Important

   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.

To configure 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.

To filter columns within a list view

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view.
3. (Optional) Configure the preferred filters, list view fields, and formatting rules. Save the changes.
4. Click the arrow on the column headers to open the list of column customizing options.
5. Add or remove filters for each column in the workspace view.
   • All the columns, except the Date or Time columns and Boolean columns have the Contains text box. Enter the required field value in the text box to filter the column data.
     To filter the data in columns having numeric field values, you must enter the exact value in the Contains text box. 
   • The date and time fields have the following filters:
     • Before (selected date)
     • After (selected date)
     • On (selected date)
   • The boolean fields have the following filters:
     • Yes
     • No

To configure 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. To apply the formatting to a single field column, clear the Apply to row check box.
      The Apply to row check box is selected by default, so the same formatting is applied to all field columns on a list view.
   6. (Optional) To add another formatting rule, click Add .
   7. Repeat the preceding steps to configure multiple formatting rules. 
      (2021 Release 02) The order of the formatting rules determines their precedence. If the field value of the first formatting rule is present in multiple records, then the first formatting rule is applied to all those records irrespective of the subsequent formatting rules. If, for the first formatting rule, the Apply to row check box is cleared, then the formatting is applied only to the single field corresponding to that rule and the remaining fields in the row are formatted as per the subsequent 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 these steps:

   1. In the Status field, select a status for the ticket or assignment. 

      Notes

      • When you reopen a closed ticket from Help Desk, the values in the Due, Expected Response, and Expected Fix fields on the Ticket form of the reopened ticket are recalculated according to the value in the Open Date & Time field in Help Desk and the priority that was selected for the ticket before reopening it.
      • When you reopen a closed assignment from Help Desk, the values in the Due by, Expected Response, and Expected Fix fields on the Assignment form of the reopened ticket are recalculated according to the value in the Open Date & Time field in Help Desk and the priority that was selected for the assignment before reopening it.
      • You cannot update the following records with the Close (C) status type from the Status field:
        • A ticket that has open linked assignments.
        • The last open assignment that is linked to an open ticket.
        • A Parent ticket that has open linked assignments.
        • A Parent ticket that has open Child tickets with open linked assignments.
      • You can update a Parent ticket with the Close (C) status type only if its open Child tickets do not have any open linked assignments.
        If you have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings, then the resolution note that you add to the Parent ticket after updating it with the Close (C) status type is added to the Child tickets after they are closed.
   2. In the Activity Code field, select the activity code for the note.
      Note by Technician is the default activity code.  

   3. In the Note Type field, select the type of note.
      Technician Note is the default note type.   

      Note

      (2021 Release 01) The Note Type field becomes read-only and Ticket Resolution/Assignment Resolution becomes the default note type if the following conditions exist:

      • You have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings.
      • You have selected the Close (C) status type in the Status field.
   4. (Optional) If you do not want the requestors to see the note details, select the Private Note (hidden from Requestor) check box. 
      However, this check box remains selected if you have selected the Mark Ticket Notes private by default check box in the Help Desk Notes Behavior section in System Settings .

   5. Enter the note details in the body of the note. 

      Note

      (2021 Release 01) This field becomes is mandatory if the following conditions exist:

      • You have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings.
      • You have selected the Close (C) status type in the Status field.
   6. Click Save.
      The following message is displayed:
      Ticket/Assignment has been updated successfully. 
      The ticket or assignment status is updated and the note is displayed under the Ticket Notes or Assignment Notes tab.

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.

1. Click Delete .
   The following message is displayed:

   For ticket

   

   For assignment

   

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