Navigate CA Service Desk Manager › Use the Service Desk Tab

Use the Service Desk Tab

The Service Desk tab accesses the user interface for Service Desk analysts. The management components allow you to initiate, track, and complete user requests, change orders, and issues. From the Service Desk tab, you can:

• View the counts of requests, change orders, call backs, and tasks assigned to you or your group in the Scoreboard pane.
• Search for database records.
• Filter the item lists to show only those items you wish to see.
• Browse and manage problems, requests, change orders, configuration items, issues, and knowledge documents.
• Create new tickets, contacts, groups, locations, organizations, sites, and stored queries using the File menu.
• View announcements posted to the system and notifications you have received as a result of a system action, such as opening or modifying a record.
• View information about other contacts using the Quick Profile.

You can browse the Scoreboard, the left pane on the Service Desk tab, to view the counts of issues assigned to you. Expand a category or subcategory and view its subcategories. When you select a category, all items in that category display in the list pane, from which you can select an item to view or edit. For more information on browsing and customize the Scoreboard, see Using the Scoreboard.

To manage problems, requests, change orders, configuration items, issues, and knowledge documents, select the appropriate category. Select an item in the list pane. The item detail window opens. Click Edit to update the item. When you are finished, click Save, Close Window to save your changes.

To create a new item, select File on the menu bar. Select the item type you wish to create, and complete the entry fields on the Create New window. When you are finished, click Save, Close Window to create the item.

To search for an item, select Search on the menu bar. Select the item type you wish to search for, and complete the entry fields on the Search page. Click Search to filter the item list to display only those items that match your search criteria. For more information on the Search feature, see Searching for Items.

To generate reports, select the item for which you want reporting information. Select Reports on the menu bar, and select Summary or Detail to display either summary or detailed information about each item in the current result set.

To specify your preferences, select View, Preferences on the menu bar. The Preferences window opens. Select the General Settings that you want by clicking or clearing the option check boxes. Click Save, Close Window to return to the Service Desk tab.

For more information on using the Service Desk tab menus, see Use the Menus on the Service Desk Tab.

Note: If you are using multi-tenancy, a tenant drop-down list appears on search filters. If you select <empty> in this drop-down list, the search is public. A tenant column also appears on list pages throughout the tab.