Overview:
Once a service request has been created, you are able to update, make changes, or resolve the request.
When you open an existing request, it will bring the request details up on the following screen:
The request number will list at the top, and in the blue shaded section you will see the full request details as they were originally entered when the request was submitted. All fields in white can be changed on this screen (fields in grayscale cannot).
Actions -
When a request is logged and saved, a number of actions become available, for example, Add Assignment, Add Note, and so on. The actions available on the process can change, depending upon its status. You can see which actions are available on the Actions list on the left hand side:
The Actions list has a separator: actions above the separator move the process on to a new status, towards completion;; actions below the line are called optional actions, and are used to add information to the process. Most actions have a window associated with them, but others do not.
Awaiting Resource Availability - this action allows you to change the status of the request when the request is awaiting resource availability and further actions are pending. Once the request is no longer in this awaiting resource availability status, you can return the request from this status and it changes the status back to “In Progress”. When set to this status, an email will be sent to the customer with the details included in the "details" box:
Convert to Incident - this action converts the request to an incident. You can change the category and change the suggested group and analyst when converting to an incident.
NOTE: when converting an existing request to an incident, once converted, this request will automatically be set to a CLOSED status:
Resolve - this action resolves the request. By default, an email notification to the customer with the resolution provided in the “Details” box:
With 3rd Party - this action allows you to change the status of the request when the request is with a 3rd party and further actions are pending (either pending information or action from the 3rd party). Once the request is no longer in this 3rd party status, you can return the request from this status and it changes the status back to “In Progress”. When set to this status, an email will be sent to the customer with the details included in the "details" box:
With Customer - this action allows you to change the status of the request when the request is with a customer and further actions are pending (either pending information or action from the customer). Once the request is no longer in this customer status, you can return the request from this status and it changes the status back to “In Progress”. When set to this status, an email will be sent to the customer with the details included in the "details" box:
Add Additional Asset - this action allows you to add an additional asset to the request:
Add Attachment - this action allows you to add an attachment to the request. The current attachment file size limit is around 3MB. No limit has been found on the number of
attachments that can be uploaded on an request:
Add Note - this action allows you to add a note to the request. Notes can be utilized to add details to the description, add support and troubleshooting information to the request, etc. You have the option to notify the customer (by checking the boxes) of this new note which will email the customer a copy of the note. If you wish for the note to be hidden from the
customer, make sure that “is private” is checked as this will only allow support analysts to see the note in the request log. NOTE: if “notify customer” and “is private” are both checked, this will send an email to the customer with the private note included!
Add Task - if a request incorporates a number of activities, the request can be subdivided using one or more tasks. Tasks contain actions that must be resolved before you can close or resolve the request. You can assign a task to only one analyst, group, or role at a time. If your request contains many tasks, each of these can be assigned to a different person. You can also add notes to a task. Task notes are separate and different from the general request notes. Task notes are often used to describe the results of a problem analysis and diagnosis steps that are embodied by the task:
Assign to Me - this action assigns the request to yourself. NOTE: when using this action, be sure to verify which group you are signed into in the top-right hand corner of Web Desk view, as this will assign this request to you as a member of that specified group.
Add Parent Request - this action allows you to add a related parent request to the request.
Currently, when a parent request is resolved, this does not automatically resolve all child requests:
Add Child Request - this action allows you to add a related child incident to the incident. You can add as many child incidents to this incident (which makes it a parent incident) as you want. Currently, when a parent incident is resolved, this does not automatically resolve all child incidents:
Attach Incident - this action allows you to attach a related incident to this request:
Change Assignment - this action allows you to re-assign the request to a separate group or analyst. By default, the newly assigned analyst or group will receive an email notification of the re-assignment. You additionally have the option to notify the customer via email by checking "Notify Requestor?":
Detach Incident - if an incident had been created or attached to this request, you use this action to find the incident and to separate it from this request:
Detach Linked Knowledge - this action allows you to detach any linked knowledge base material from this request.
Remind Me - this action allows for you to set a reminder for this specific request. Using reminders, you can send a message to yourself or to other analysts that appears at a specific time and date in the future:
● NOTE: the date and time fields are required, with the time field being a 24 hour clock input.
Watch Request - selecting this action moves this request to a watching status. It adds it to your “Requests I Am Watching” query and allows the request to show up in your “Assigned to Me” queue on Web Desk view (even if you are no longer the assigned analyst for this
request). NOTE: you will have to “unwatch” the request in order to resolve this request.
Send Supplemental Info Reminder - this action will only be available when a category that requires supplemental information has been selected, and the end user did not fill out the required supplemental info. By selecting this action, an email reminder is sent to the end user, and the status of the request remains at “Awaiting Customer Information”.
History -
this area gives a log of the history of actions made on the service request:
Service Request Log -
at the bottom of each request, you will see a log which outlines all actions that have been taken on the request:
If you click on any of the actions in this log, it will display any results (example, by clicking on
“Assignments” it shows all assignments that have been made on this request:
Queries
Overview:
Queries allow you to search the LANDESK Service Desk database for:
● Incidents
● Service Requests
● VCU Asset Search
● Remedy Tickets (that were migrated from Remedy into Service Desk)
● User Search
● Support Group Rosters
● Aging - Incidents
● Aging - Requests
● Resolved Incidents
● Resolved Requests
● Resolved Cases by Category