This section is primarily for the users of service desk and contains detailed information on submitting tickets, viewing tickets, applying filters, creating child tickets, book-marking tickets, creating calendar events, scheduling records, reports and dashboards etc.
The basic entity in the Service Desk is a record of an issue or request which is submitted by users. The record is created in an initial state and progresses through various state transitions which are part of the workflow (process) until it reaches an end state. Information in the records can be updated and states transition performed by anyone who has the appropriate privileges.
SapphireIMS Service Desk is a framework which can be used for any Service Management. SapphireIMS comes built-in with standard IT Service Management Process like Incident, Service Request, Problem Management and Change Management and conforms to ITIL standards. While the processes for IT Service Management (ITSM) are built-in, SapphireIMS Service Desk can be used for Enterprise Service Management also by modeling the workflow. The in-built workflows for each of the types of project are based on the typical process. These can be modified based on individual business needs or completely new workflows can be created.
There are many common operations in Service Desk which are the same for any type of project and these are documented in a common section. While describing the feature, the screens could refer to one of the project types but the usage will be the same for projects. Features applicable to only specific project types are documented under the project. The project type specific workflows are described under the specific project (Incident Management, Service Fulfillment, Problem Management and Change Management).
There is a section on Settings which describe the configuration of the Service Desk project. The Service Desk Administrator or Project Manager will have the privilege to create a new project or make changes to its configuration.
The next topic describes the Service Desk home page which is what you will see after logging-in.
Note: The User Interface
has been revamped in Version 5.0 and beyond and has been modernized. To
enable the New User Interface, the Global Setting 'Enable/Disable Service
Desk NewUI' has to be set to 1. Refer to Settings->Advanced System Settings->Global
Settings for details. Also while adding users, the "UI
Interface" field has to be set as "Standard".