Working with Service Desk
This section explains the basic processes in your work with Matrix42 Service Desk.
- Preparations
- Adding Data about Employees and Assets
- AD Configuration Settings for "Reset Account" Action
- Assigning Roles
- Creating Roles
- Importing Mobile Devices
- Service Desk Global Settings and E-Mail Robot
- Service Level Management
- Creating an Operation Level Agreement
- Creating an Underpinning Contract
- Creating a Service Level
- Creating a Service Level Agreement
- 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
- Example: Filling Out a Service Level Agreement
- Templates
- Functional Principles
- Working with Service Desk
- Creating Appointments
- Creating Notes
- Deleting Objects in Service Desk
- Field Service Management
- Managing Announcements
- Managing Change Requests
- Managing Incidents
- Accepting an Incident
- Archiving Outdated Incidents
- Closing an Incident
- Creating an Incident
- Creating an Incident with a Quick Call
- Editing an Incident
- Forwarding an Incident
- Merging Incidents
- Pausing an Incident
- Recovering a Computer
- Reinstalling a Computer
- Repairing Services
- Resetting User Accounts for Incidents
- Searching for Incidents
- Service Desk: Mobile Device Management Activities
- Starting Remote Support
- Taking over an Incident
- Unassigning Services
- Managing Journal Entries
- Managing Knowledge Base Articles
- Managing Problems
- Managing Tasks
- Reporting Key Data in Service Desk
- Searching for Tickets
- Service Desk E-mail Notifications
- Tracking Working Time
- Working with Dashboard in Service Desk
- Configuration Items: Dialog Pages
- Common actions
- Configurations
- Working with Matrix 42 Call Tracker
