How the supervisor manage the received service desk tickets? RP-20323

Service Desk  

Servcie Desk tickets can be managed through the 'Manage Service Desk Tickets' page under Service Desk module

Service Desk -> Manage Service Desk Tickets

When a ticket is created respective problem Supervisor will get the notification and the permitted Support Team also will get Notification.

When the Supervisor search the tickets, the permitted tickets will list in the below grid. Supervisor can allocate the tickets to Team, Team Memeber or Self. Allocated Tickets Status or Priority can be changed by the supervisor or allocated user. 

Allocated member if required can release the ticket, so its status will automatically change back to Pending.

When a ticket creates under the approval required type problems / item categories then automatically a notification goes to the HOD/IS of the requestor to approve the request. The Approval status will be displayed in the ticket details and if further approval required then the ticket allocated user/supervisor can request for next approval of any employee from the ‘Approval History’ link.

The requested Item can be added to stock and assign to the requestor thru the ‘Item Allocation’ link.

Click below link to view Manage Service Desk Tickets Video:


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