Service Desk console

The Service Desk console is mainly used by Service Desk analysts to register new requests for users. This console has only one field - “Request Initiator" (Requester). When the Service Desk analyst opens the console, this field is displayed empty, so the Service Desk analyst can select a user who contacted the Service Desk to update a previously submitted request, reopen the request (if, for example, the user believes that the decision on it is unsatisfactory), or submit a new request.

To add a user to the field, you must enter the first characters of their first or last name until the desired user is found in the suggested drop-down list. This is the easiest way. The second option is to enter several characters from the name of the user's organization. The third way is to enter its support ID. In addition, the search can be performed at the user's email address. In this case, an exact and complete match of the email address entered in the search field and the user's email address is required.

If the user cannot be found, a new person can be added by clicking on the Add new person button.

After selecting a user, information about him appears, and below it is a list of requests previously submitted by that user. The user is selected in these requests either in the "Initiator" (Requester) field or in the "Requested for" field. Also displayed on the right side of the screen are services for which the user has an active service level agreement (SLA). To the right of these services, the configuration items (CI) of the user are listed.

Registering a new request

There are several ways to open a new query for the selected user:

• Click on the New Request button.

A new request will open, where the user will already be selected in the "Initiator" (Requester) and "Requested for" fields. If the user who contacted the Service Desk submits a request on behalf of another person, then this person can be selected in the "Requested for" field.

• Click on one of the user's services.

When you select one of the services, a list of available request templates for that service appears on the right side of the screen. However, if several instances of the selected service are available to the user, then the applicable service instance for the new request can be selected before selecting the request templates. After selecting the request template, a new request is opened, which is associated with the service instance and filled in with information from the template.

• Click on one of the user's configuration items (CI).

Selecting one of the CI on the right side of the screen makes available a list of request templates for the service that this CI is associated with. After selecting the request template, a new request is opened with the already filled out CI, an instance of the service, and information from the template.

• Using the "Search" field to search for a request template.

The search field is located above the user's services. If you enter several keywords into it, you will be offered a list of request templates from which you can select the desired one. And pressing the Enter key performs a full search in the "Subject", "Instructions" and "Comment" (Notes) fields for all request templates applicable to the selected user. Again, you can select the desired template from the search results. If the selected request template is associated with a service and multiple instances of the selected service are available to the user, then the corresponding service instance can be selected for a new request. When a new request is opened, it already contains information from the template and the service instance.

Along with a new request, the service Hierarchy browser automatically opens to the right of it, which lists all service instances (included in the current Service Level agreement (SLA)) for the person selected in the "Requested for" field.

To open the Service Desk console in a new way, click on Select another user next to the name of the currently selected user, or click on the Service Desk console icon on the toolbar.

Analysts who are not employees of the Service Desk

The Service Desk console can also be used by IT managers and IT specialists to view the status of their requests or to submit a new request. When they open the Service Desk console, the "Request Initiator" (Requester) field already contains their name. Information about them and their requests are presented in the same way as in the case of selecting a user in the "Request Initiator" field by the Service Desk analyst. IT managers and IT specialists can send new requests using the same methods as the Service Desk analyst.