Submit a Service Desk Record

Service Desk records in a project can be submitted by any user having access to the project. You can create a new request by either entering all the information or using Quick Templates if available for the particular service in the case of Service Fulfillment Request or Incident. Refer to Service Desk->Service Desk Common Features->Using Quick Templates for the steps in using Quick Templates.

Select the project from the left hand panel option under 'Processes'.
From the left hand panel or the main menu click on '+' against the project. A new record submission screen is displayed.

The fields for submitting a new record are described below.

Serial No	Field Name	Description
1	Title	Type the title. As you type in the title, on the right side any KB articles with matching keywords are displayed. You can open the KB in a pop-up to view if there is an available solution to the issue. If the KB does not match, then for the question 'Did you find this article helpful' click on the option 'Hmm,no, not really'. A question pops-up to
2	Description	Type the brief description. You can click on the down arrow to expand the edit menu bar. Apart from changing the formatting, you can also insert HTML in the description.
3	Service,Category, Sub Category	Select the 'Service',''Category' and 'Sub-Category' based on the nature of the request, incident or problem you want to submit. This is used to classify the record and also assign it to the right service desk engineer or group to take action.
4	Impact, Urgency, Priority	Select the 'Urgency', 'Impact' and 'Priority' from the drop down list boxes based on how the record should be prioritized.
5	Request Type	This is based on the project type. For Service Request Fulfillment, it takes on values 'Service Request', 'Request for Information' and 'Service Access'. For Problems, the only value it takes is 'Problem'. For Incidents, the values it takes are 'Incident' and 'Major Incident'. For Change Management, the value it takes are 'RFC', 'Minor', 'Major', 'Standard', 'Significant' and 'Emergency'.
6	Source	Select the source of the service request which is 'Web' when the record is submitted by adding through this screen or 'Bulk Call Submission' when it is added from configuration items in the asset database. If you have permissions to submit records on behalf of other users, you can select 'Phone' or 'E-mail' option. Refer to Submitting Records on behalf of other users for details. If the user does not exist in SapphireIMS, you can create a new user before submitting the Record. Refer to Creating a new user while submitting a Record for details. You can also set the current selection as the Default for yourself any time you submit a new request. Click on .
7	Location	Select the Location of the submitter. The location of the submitter is taken by default.
8	Department	Select the Department of the submitter. The Department of the submitter is taken by default.
9	Expected Closure Time	Enter the expected closure time for the request.
10	Impacted CI	In case the service requested pertains to an asset or any other configuration item you can select it. Refer to the section Selecting the Asset.
11	Additional CC Mail Id	'CC Mail Id' text box can be used if the request details needs to be copied to a person in particular.
12	Additional Contact Numbers	Type any additional contact numbers
13	Attachments	'Attach' helps you attach any additional supporting documents that might be of help to the service desk engineers. If the role has the 'Enclosure Access Control' setting enabled, then a slider is displayed to select whether the attachment is private ('Private') or accessible to all ('Public'). If the 'Enclosure Access Control' is not enabled, then the attachments will be private or public depending on the project setting 'Default enclosure access in servicedesk'.

Click on 'Submit' to create a new Service Desk Record.
The Service Desk Record is displayed in the record listing view under the appropriate project.
The Service Desk Record also appears in a 'New' state in the queues of all Service Desk Engineers who have the permission to view and act on the Record.

Selecting the Asset

You can select the impacted Asset for which the incident or service request is being submitted. Select the asset from the drop down list.
To view the asset details, click on 'Show Asset Details'. The asset details are displayed.

To view other Service Desk records associated with the asset, click on . The records are displayed in a listing.

You can filter the listing based on a time period and export the records into an excel by clicking on .
To view the asset relationship from the service desk record, click on . The relationship tree is displayed. This is useful in knowing the dependencies of other assets on this asset.

Submitting Records on behalf of other users

In SapphireIMS, any user can submit incidents or requests on behalf of other users. This is typically used in a helpdesk which has to raise incidents or requests on behalf of users who may be calling on phone or in the situation where a user raises an incident on behalf of another user who may not have network access or whose system may not be functioning.

In the record submit screen, select the 'Source' field as 'Phone' or 'Email'. The following fields are displayed

Select the 'User' on behalf of whom you want to submit the record. By default the full name and e-mail id is displayed. By default, you can search for a user in the search box by typing in the Full Name of the user and select.
Complete filling the rest of the fields in the record and submit.

Note: You can search for users based on different attributes including Full Name, E-mail Address, Cell No, Location, Department, Employee ID, Telephone Number, Wing or Username. Set the appropriate search attribute in the Global Settings key 'Service desk User search key on submit form'. Refer to Settings->Advanced System Settings->Global Settings for details on setting the key.

Note: You can display any of the attributes in the search list including Full Name, E-mail Address, Cell No, Location, Department, Employee ID, Telephone Number, Wing or Username. Set the appropriate search attribute in the Global Settings key 'Service desk user attributes to be displayed on search'. Refer to Settings->Advanced System Settings->Global Settings for details on setting the key.

Creating a new user while submitting a Record

Note: This requires the role to have access permission to create new users. The 'Create New User' setting must be checked in roles. Refer Service Desk->Settings->User Role Management->Roles.

Click on the icon which appears when the source is selected as 'E-mail' or 'Phone'. A user creation screen is displayed.

Enter the user details and click on 'Save'. A new user entry is created in SapphireIMS. You can proceed with the submission of the Record.

Note: To create new users you must have the appropriate permissions for your role including access to 'User Management' under 'Settings' module and 'Service Desk User Creation Access'. These settings can be enabled while defining the role for SapphireIMS in the main 'Settings' page under 'User Management'. The Service Desk engineer should be mapped to this role under 'Users'. The Service Desk engineer's role should also have the 'Create New User' permission enabled for that project.