Service Desk Record Actions

This topic describes the actions which can be taken on the Service Desk record.

In the record listing view as you hover the mouse on a record the 'Show Actions' button pops up on the right side.

The menu options and the links to their descriptions is given below. Note that some of the options are visible only if you have been given access control for that option.

Serial No	Menu Option	Link to Description
1	View History	Refer to Service Desk->Basic Operations->Service History (Audit Log)
2	View Details	Refer to Service Desk->Basic Operations->View and Edit Record Details
3	View Enclosures	Refer to Service Desk->Basic Operations->View and Edit Record Detail->Viewing Enclosures
4	Link Records	For description of child records refer Service Desk->Service Desk Common Features->Child Records. For description of linked records refer Service Desk->Service Desk Common Features->Linking Records
5	SLA Status	Service Desk->Service Desk Common Features->Service Level Agreements
6	Email Support Staff	The number of e-mails in the history are indicated on the top if the icon. Refer to Service Desk->Service Desk Common Features->Sending E-mails
7	Add to Knowledge Base	Refer to Service Desk->Service Desk Common Features->Knowledge Base
8	Escalate to Management	Refer to Service Desk->Service Desk Common Features->Escalate to Management
9	KB Articles	Refer to Service Desk->Service Desk Common Features->Knowledge Base
10	Viewing Attachments	Refer to Service Desk->Basic Operations->Comments and Attachments
11	Changing state of the record (Submit as)	Refer to Changing State of the record (Submit as)

Click on 'Submit as:' drop-down button. The allowed states to which the record can move are displayed. You can select a state and a screen is displayed to enter other information. Any fields associated with that state can be updated and a comment added. Depending on the state and the project type, certain other fields may be required to be input. If there are more than 5 states to which the record can transition, a search box is displayed to search for the state.
Click on 'Confirm' which will move the state of the record to the new state.