The IT-Connect gives users a dedicated and detailed view that seamlessly helps them to view tickets according to their desire.
Open the IT-Connect and navigate to the Service Desk section.
From the side navigation bar, select requests section.
On the top bar, you will find two view options: list view and board view.
Click on the desired view option to select it.
The IT-Connect will now display tickets according to the selected view option.
You can switch between list view and board view at any time by clicking on the respective option on the top bar.
By following these steps, users can easily customize the view of the IT-Connect and arrange tickets according to their preferences.
For viewing tickets by applying filters:
To begin, navigate to the side navigation bar on the screen.
From the side navigation bar, select the appropriate tab for the ticket category you wish to view. Options include "Assigned," "In-progress," "Pending," "Closed" and "Others"
Once you have selected the ticket category, you can apply filters to refine your view further. To do this, click on the drop-down menu located in the upper right corner of the screen.
From the drop-down menu, select the desired filter. This will help you to view only the tickets.
By following these steps, you will be able to select the ticket category you want and apply filters that match your specific criteria.
How to Use Ticket Filters and Sorting
This user manual provides instructions on how to use the filters and sorting options available for managing tickets.
Filters:
Filter by priority: Users can filter tickets based on priority. Select from the following options: Critical, High, Medium, or Low.
Filter by timeline: Users can filter tickets according to the timeline of the ticket. Select from the following options: Last 7 days, Last 30 days, Last 3 months, 2023, etc.
These filters and sorting options will help you manage your tickets more efficiently by allowing you to find the information you need easily.
How to View Your Tickets based on Status
The Service Desk window provides a dedicated side nav tab for viewing all the tickets based on its status. Users can access these tickets in either board view or list view based on their preferences. Here are the steps to follow for viewing assigned tickets:
Step 1: Open the "Service Desk" application.
Step 2: In the sidebar menu, select required status.
Step 3: Choose the view mode - "board view" or "list view".
Step 4: To navigate to the next page, click the "Next/Right Arrow" button in the bottom-right corner of the screen.
Step 5: To navigate to the previous page, click the "Previous/ Left Arrow" button in the bottom-right corner of the screen.
Step 6: To jump to a specific page, enter the page number in the search box adjacent to the "Page" label at the bottom-left corner of the window.
By following these steps, users can easily view their tickets based on status and keep track of ticket progress.
To cancel a ticket, please follow these steps:
To begin, select the ticket that you wish to close.
Once you have selected the ticket, An action bar will appear at the bottom.
Click on the "close ticket" option to change the ticket status to "closed."
By following these steps, you can easily and quickly cancel a request from service desk page itself..
