(2024.1) Service Desk - Reported Problem

Reported Problem

Open

In the grid within this tab, the User can see each piece of Equipment or Service currently owned or in-use by the specified Owner/Contact. This allows Users to identify the scope of the Incident and consider how it might affect the other Services and Equipment being used by the Owner/Contact.

The 'Search Knowledgebase' button takes the User to an Article search of any Knowledgebase Articles that might be associated with the 'Reported Problem'

Incident Code

A key to this process is the fulfillment of the section labeled 'Incident Code' on the right margin. In the field labeled 'Incident Code', select a Trouble Code from a default list of possible Trouble Codes generated by the User's organization. This list is updated and repopulated with more specific options when the User selects an item from the Services/Equipment Grid. 'Incident Details' allows the User to provide an in-depth explanation of the Incident.

Resolution Code

If the Incident has already been resolved, the User can select a 'Resolution Code' from a default list of possible Incident resolutions generated by the User's organization. Accordingly, 'Resolution Details' allows the User to provide an in-depth explanation of the Resolution.