Setting Up the Service Desk

Creating and Setting Category Statuses and Priorities

In this article, we are going to see the process to create Service Desk categories status and priorities to provide more variety in the workflow of ticket assessment and solutions delivery.Creating a Category StatusTo create a new status you can go to: (At World Level) System -> System Configurat...

Setting Up Email Monitoring

The Service Desk tool has an 'Email Monitoring' function that can automatically create tickets by reading an email inbox and turning an email into a ticket.Important: Only 'unread' emails are monitored and get generated into tickets. This means that, if an email has been 'read' directly in the cl...

Category Management

The Service Desk is effectively made up of tickets submitted by users and external parties, and these tickets are organised into categories. Categories must first be created before tickets can be submitted.Categories play a major role in the Service Desk, as they each have their own hierarchy, af...

Creating a Category

This article provides details on the different options that are available when creating Service Desk categories. These are the same options shown when editing existing categories. To create one, go to the tool itself (under the Operations suite), and then click New Category.OptionsName – The main...