Service Desk Guide
Matrix42 Service Desk is designed to handle the communication of the service provider and its users. The Service Desk allows managing tickets, incidents and service requests submitted from the Self Service Portal, via email or by the Service Desk agents.
This documentation is intended to assist you with Matrix42 Service Desk and serves as a reference in your day-to-day work.
- Starting with Service Desk
- 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
- 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
- Understanding Service Desk
- AD configuration settings for the Reset Account action
- Announcement
- Appointment
- Automatically apply the tightest Service Level Agreement when updating activities
- Automatic time tracking
- Backlog
- Change request
- Incident
- Inheriting ownership for tasks, change requests and problems
- Knowledge base article
- Known errors
- Note
- Prefilling asset when a ticket is reported
- Problem
- Service Desk Dashboard
- Service Desk Reports
- Service Level Agreement (SLA), Operation Level Agreement (OLA), Underpinning Contract (UC)
- Service time profile
- Task
- The Send E-Mail action
- The Take Over action
- Tracking working time
- Track activities with new information received
- Using OLAs to facilitate resolution of activities
- Working with dashboards in Service Desk
- Use Cases in Service Desk
- Accepting an incident
- Archiving outdated incidents
- Assigning services
- Closing an incident
- Closing a problem
- Creating an incident
- Creating an incident with a quick call
- Creating appointments
- Creating notes
- Deleting objects in Service Desk
- Editing an incident
- Forwarding an incident
- Managing announcements
- Managing change requests
- Managing journal entries
- Managing knowledge base articles
- Managing tasks
- Marking problems as known errors
- Merging incidents
- Merging problems
- Pausing an incident
- Pausing a problem
- Recovering a computer
- Reinstalling a computer
- Repairing services
- Resetting user accounts for incidents
- Resolving incidents and service requests
- Searching for incidents
- Searching for problems
- Searching for tickets
- Service Desk: Mobile Device Management activities
- Service Desk E-mail Notifications
- Starting remote support
- Taking over an incident
- Unassigning services
- Working with problems