Service Desk Home

On successful login, the Service Desk Home screen is displayed. Depending on the configuration, the content of the Home screen could vary. The default home screen is a listing page containing the list of tickets as shown in the figure below. The Home screen can also be set to display a dashboard view.

The individual elements of the Home Page are described in detail below. For submission of records, you can proceed to the topic Service Desk->Basic Operations->Submit a Service Desk Record and for viewing records you can refer to the topic Service Desk->Basic Operations->Service Desk Records Listing.

Smart Search

On the top of the page, the Smart Search box is displayed as shown below.

You can type your issue into the Smart Search box. Based on keywords it recognizes, Smart Search looks for matching suggestions across Templates, Records, Knowledge Base, Repository and Service Catalogue in that order. The top 5 entries in each category will be displayed. You can select any entry top open the corresponding record or entry.
In the drop down box, you can select and unselect the categories in which you want the search to be done.
As an example if you start typing "print", Smart Search displays the following selection. Smart Search displays all matching 'Quick Templates' and in the order starting with the most used one. It then displays matching Incidents, Service Requests and the Service Catalogue.

You can scroll through the entries and select any of the entries based on which is the closest in describing your issue. Alternatively you can click on the project icon which will display a blank template. For further details on submission of records refer to the topic Service Desk->Basic Operations->Submit a Service Desk Record.

Top menu

The menu on the top of the page contains a number of buttons as shown below.

Each of the buttons are described below.

Note: All the buttons may not be visible since this is based on the permissions given for your role.

Serial. No	Icon	Button	Description
1		Home	Displays the Home page.
2		Announcements	This displays any announcements. The number indicates the number of announcements waiting to be viewed. Refer Viewing Announcements.
3		Provide Feedback	Opens the screen to provide feedback. Refer Service Desk->Service Desk Common Features->Providing Feedback for details.
4		Search	Used for searching for records based on text entered which can be partial also. The text is searched for in the Record ID, Title or Description. All records in which a match is found is displayed. On click of the Search button, a text box is displayed Enter the text and hit the 'Enter' key. All records which partially match the text in the title, Description or ID fields are displayed. If the text is entered in double quotes, then the search is done for an exact match in the Record ID field. This is used to search for specific Records.
5		Profile Settings	Displays the profile details. Refer the section Profile Settings for details.
6		Listing Refresh	Click on this button to refresh the listing screen. A confirmation message is displayed once the listing is refreshed.

Viewing Announcements

To view announcements, click on the Announcement button if present. The Announcements are displayed.

Click on 'Yes, I got it' to mark the announcement as read.
You can use the left and right arrows to scroll through all the announcements.

Left Hand Side Menu

If you hover the mouse on the left hand side, a panel appears and you can select among the options.

Note: If you do not have the access permissions for a feature or the feature has not been configured for your organization, the corresponding menu option will not be visible.

You can move up or down on the left hand menu and select any option. The options are described in the table below.

Serial. No	Icon	Button	Description
1		Processes	Scroll through the list of projects (processes) and select a project. The records in that project are displayed in a list view.
2		Dashboard	Displays the dashboard view for the selected project. Refer Service Desk->Dashboards and Reports->Dashboards for details.
3		Knowledge Base	Goes to the Knowledge Base feature. Refer to Service Desk->Service Desk Common Features->Knowledge Base for details.
4		KEDB	Goes to the Known Errors Data Base feature. Refer to Service Desk->Problem Management->Known Error Management for details. This button is greyed if you are not allocated any role in a Problem Management project.
5		Reports	Goes to the Reports feature. Refer to Service Desk->Dashboards and Reports->Reports Overview for details.
6		Quick Template	Goes to the Quick Templates. Refer to Service Desk->Service Desk Common Features->Using Quick Templates for details.
7		Service Catalogue	Goes to the Service Catalogue. Refer to Service Desk->Service Dsk Common Features->Using the Service Catalogue for details.
8		Repository	Goes to the Repository. Refer to Service Desk->Service Desk Common Features->Repository for details. Note that the button is greyed if there are no artifacts in the repository.
9		My Asset	Displays the list of assets owned by you. Refer to CMDB->CMDB (New Interface)->My Asset (New Interface) for details.
10		All Project Summary	Displays records from all the projects for which the logged-in user is the owner. This is useful for Service Desk engineers who are supporting multiple projects (incidents and service requests) and can get a single view of all records. You may need to open the Filter settings by clicking on and set the filter appropriately (by default the Time scale is Today). To open any record in a new tab, press Control key and click on the record.
11		CMDB	Displays the CMDB records. Refer to CMDB->CMDB (New Interface)->Asset (New Interface)->Asset Management (New Interface) for details.

When you hover on the icon in the left hand panel, additional buttons are displayed. These are described in the table below.

Serial. No	Icon	Button	Description
1		Import Records	Imports Service Desk records from an Excel sheet. You can export the template for the project, update the fields and import the records. Refer Service Desk->Service Desk Common Features->Import Service Desk Records for details.
2		Technician Availability Chart	Displays the Technician Availability Chart which shows the calendar and availability status of Service Desk Engineers who are signed-in. It also shows the leave information of Service Desk Engineers. Refer Service Desk->Service Desk Common Features->Technician Availability for details.
3		Sign-in	Used for sign-in and sign-out by the team managing the services. Refer Service Desk->Service Desk Common Features->Sign-in and Sign-out for details.

Profile Settings

This option allows you to set your profile information, change passwords and also set the delegation options.

Click on the Profile (Profile image) option. The following pop-up is displayed

You can select 'Profile Change' for changing your profile details, 'Change Password' for changing your password, 'Delegation' for setting delegation options and 'Advanced Settings' for changing the home page preferences.

Profile Change

You can make changes to your profile if this is enabled in Service Desk. Refer to Enable Profile Changes for enabling or disabling profile changes. Select 'Profile Change' in the pop-up menu. The profile screen is displayed

The fields for the profile are described in the table below

Serial. No	Option	Description
1	User Name	Displays the User Name for the account. This cannot be changed.
2	Email Address	The E-mail address of the user
3	Telephone No	Telephone number of the user
4	Time Zone	You can select the Time Zone of the user
5	Default Project	You can select the project which will be selected by default when the user logs-in.
6	Full Name	Full name of the user
7	Cell no	Mobile number of the user
8	Preferred Contact Method	Select the preferred method of contacting the user
9	Time Zone	Select the Time Zone in which you are located.
10	Current Password	The password needs to be entered if any change is made in the profile.
11	Theme	Select a theme color which is used in the left hand and top panels.
12	Date Time Format	Select the Date and Time Formats for displaying the Date and Time fields. Note: This is visible only if enabled by the SapphireIMS Administrator.
13	Image	You can click on the image and replace it with a profile picture of your choice. Once the image is uploaded, if you want to remove it, click on icon.

Click on 'Save' to save the profile changes.

Note: If the Global Setting 'Hide current password and preferred contact method fields for AD Users' is set to '1' then the 'Current Password' and 'Preferred Contact Method' fields are not displayed.

Change Password

To change the current password, click on the 'Change Password' option. The password screen is displayed.

Enter the 'Current Password' and the 'New Password'. Enter the fields and click on 'Save'. If Two Factor Authentication (TFA) is enabled, then you are prompted for a One Time Password which is either sent via SMS or E-mail.

Enter the 'One Time Password' and click on 'Submit'. You will see a confirmatory message if password change is successful.
If the OTP is not received, click on 'Resend OTP' to receive the OTP once again.

Security Details

Note: Security Details should be enabled in the configuration. Refer to Settings->User Management->Security Settings for enabling Security Details feature.

SapphireIMS has additional security using a PIN and a Security Question/Answer which if enabled is used when the user forgets the password and has to be allowed to reset the password or the account gets locked and has to be unlocked.

The PIN and Security Question and Answer can be set by the user.

To set the Security Details, click on the 'Security Details' option. The following screen is displayed.

If the 'Secret Pin' is enabled, you are asked to enter the PIN. If Security Question is enabled, then the 'Secret Question' and 'Answer' is prompted. Enter the 'Current Password'.
Enter the fields and click on 'Save'.
If Two Factor Authentication (TFA) is enabled, then you are prompted for a One Time Password which is either sent via SMS or E-mail.

Enter the 'One Time Password' and click on 'Submit'. You will see a confirmatory message if password change is successful.
If the OTP is not received, click on 'Resend OTP' to receive the OTP once again.

Note: If the Global Setting 'Hide current password and preferred contact method fields for AD Users' is set to '1' then the 'Current Password' field is not displayed.

Delegation

SapphireIMS allows Service Desk Engineers (Technician Role) to delegate their access to other Service Desk Engineers for specific projects and specific periods of time. This is useful when an Engineer is unavailable for a period of time and another Engineer would be taking over the handling of records. Similarly Approval Managers can delegate access to other Engineers or Managers for the Technician and Approval Manager role respectively.

Note: Delegation should be enabled in the configuration. Refer to Service Desk->Settings->User/Role Management->Roles->Delegation.

Click on 'Delegation' option. An entry screen is displayed to select the Project.

Select the project. The Delegation entry screen is displayed.

Select the 'Technician' and/or 'Approval Manager', and pick the start and end times. Delegating Approval Manager role is only possible for those having Approval Manager role permissions. All records that are in the 'Assign' state between 'Start Time' and 'End Time' are delegated to the selected technician. Similarly if 'Approval Manager' is delegated, then all records in the 'Waiting for Approval' state between 'Start Time' and 'End Time' are delegated (owner of the ticket is changed) to the configured Approval Manager.
Click on 'Save'.

Advanced Settings

You can customize the home page based on your preferences.

Click on the 'Advanced Settings' option.

Select any of the options from among the following

Serial. No	Option	Description
1	Service Desk Home Update	Displays the Dashboard for the default project selected in the profile.
2	My Listing Page	Displays the Listing for the default project selected in the profile. A slider bar is used to select between the List View and Grid View,
3	Submit Page	Displays the entry page for new record submission for the default project selected in the profile.
4	Quick Template	Displays the Quick Template selection screen.
5	Knowledge Base	Displays the Knowledge Base.
6	Repository	Displays the Repository.
7	My Asset	Displays the 'My Asset' listing screen.
9	Project Options	For each of the configured projects, you can select from among the options to filter among 'My Queue', 'Overall', 'My Workgroup', 'My Team' or 'SLA Violated' records. Note that only the list of projects for which you have access will be listed here.

Click on 'Save' to save the settings.

Evaluation License Expiry Alert

If you are using an evaluation license of SapphireIMS an alert message appears on the home page appears for anyone with Technician role who logs in, giving the license expiry date.

Contact SapphireIMS Sales if you want to extend the evaluation or purchase the license.

Enable Profile Changes

Note: This section is for SapphireIMS Administrators.

To enable Profile Changes, go to Settings tab.
Click on 'Settings > Advanced System Settings > Global Settings'. Select 'Service Desk' category.
Select the setting key 'Enable or Disable Profile Change'. The setting screen is displayed.

Set the value as '1' or '0' to enable or disable the setting and click on 'Update'.
You can also enable users to select Date/Time formats by setting a key. Select the setting key 'Enable or Disable DateTime Format field'. The setting screen is displayed.

Set the value as '1' or '0' to enable or disable the setting and click on 'Update'.