Access to actions
Access to data
Access to navigation items
Adding data about employees and assets
Asset scope
Assigning roles
Availability
Category scope
Closing reasons of a change
Configuring Microsoft Azure settings for the E-mail Robot service connection
Creating an Operation Level Agreement
Creating an Underpinning Contract
Creating a service level
Creating a Service Level Agreement
Creating categories
Creating change templates
Creating email signatures
Creating email templates
Creating quick calls
Creating roles
Creating task templates
Defining holidays
Defining work times
Example 1: basic calculation
Example 2: Creation date outside working times
Example 3: Moving escalation points to a working day
Example 4: Escalation points outside working times
Example 5: Service level units in hours and days
Example 6: Moving escalation points
Example 7: Creation date outside working times, ticket paused
Filling out the master data
Functional principles
- Types of tickets
Importing mobile devices
Phases/statuses of a change request
Service Desk global settings and E-Mail Robot
Standard roles and permissions
Ticket lifecycle
What is a Service Level Agreement
Workflow-based change management process

Ticket lifecycle

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Overview

The diagram below describes a typical lifecycle of a Ticket from an Incident to a Change; the process is described without Tickets and Service Requests enabled.

Read about how to activate support for Tickets & Service Requests and how to manage Tickets, Incidents & Service Request in the Types of Tickets section of this User Guide.