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From the Main > Service Desk > Incidents grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.
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Adding an Incident
Navigate to Main > Service Desk > Incidents. Click the button located on the Grid Toolbar above the Incidents grid.
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Once all required data fields have been fulfilled and the Incident has been satisfactorily described, click the button at the bottom of the Incident data entry form. The Incident will now appear on the Service Desk Incidents grid.
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Add Equipment To add a piece of Equipment to an Incident, simply select the 'Equipment' tab and click the
button located on the Grid Toolbar of the Incident Equipment grid that appears in the tab. In the data entry form (see "Equipment Form" image above), select a piece of Equipment from the Equipment Catalog and specify two critical locations: where the Equipment is coming from (From Warehouse) and to where it is going (To Location). Click the button at the bottom of the data entry form, and the Equipment will appear in the original grid in the 'Equipment' tab.
Remove Equipment To remove a piece of Equipment on an Incident, simply select the 'Equipment' tab, select a piece of Equipment and click the 'Edit' button located on the Grid Toolbar of the Incident Equipment grid that appears in the tab. In the data entry form (see "Equipment Form" image above), select the "Remove" action and choose the Warehouse Location where it is going (To Warehouse). Click the
button at the bottom of the data entry form, and the Equipment will appear with a status of "Remove" in the grid on the 'Equipment' tab.Replace Equipment To replace a piece of Equipment on the Incident, simply select the 'Equipment' tab and click the
button located on the Grid Toolbar of the Incident Equipment grid that appears in the tab. In the data entry form (see "Equipment Form" image below), select a piece of Equipment from the Equipment Catalog (the Equipment Catalog MUST be the same as the Equipment to be replaced). Select the Equipment to be replaced by clicking
in the "Replaced Equipment" field and selecting the Equipment. Only Equipment associated with the Service that matches the selected Equipment Catalog will be shown in the results. Click the
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Another Cabling function that can be accessed from a Service Desk Incident is the ability to View the Cable Path. Viewing the Cable Path(s) allows a User to view the entire Cable Path, or parts of a Path to verify the correct Equipment and Cables are in their proper places and is labeled properly. To View a Cable Path(s) highlight the Cable Path(s) that a User wants to View and click on the
button in the Cabling Tab. This will take the User to the Cable Diagrams Page. This Page gives a User the visual diagram of the Cable Path(s) that the User selected. For more information on how to read a Cable diagram, navigate to the Service Desk - Cabling wiki page.
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