(2024.2) Service Desk (SD)

The Service Desk (SD) sub-section allows Admin Users to set defaults throughout the many functions of the Service Desk. This capability is extremely powerful and allows you to define and tailor different types of SD items. You can define multiple types of Requests, Incidents, Changes Orders, etc. with its own default Actions, Workflows, Charges, completion time estimates, etc. These defaults can be thought of as 'templates' used by the Service Desk in item fulfillment and helps standardize your operations and minimize the need for redundant data entry on standard SD offerings.

For example, if an Admin wanted to ensure that specific protocol was followed for all items that fall under a specific SD type. In this section, the Admin can apply defaults to types of SD items in a way that, assuming specific criteria is met by the actual items, the items automatically default to define a Workflow. Similarly, Admin User can apply default Charges and Service Level Agreements (SLAs) to SD types. Users can also set default lists and menu options that occur regularly in the Service Desk.