CA Service Desk Manager (SDM) r12.1 SDM Advanced Functionality and Reporting

Document created by TMACUL Champion on Nov 4, 2015
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Created by: Administrative Information Technology Services (AITS) University of Illinois E-mail: servicedeskaits@uillinois.edu

and available at https://apps.uillinois.edu/ServiceDesk/doc_training/SDMTrainingManual_Advanced_v1.pdf

 

It's a great example to build our own custom user guide,

Above a little content of original document,

 

Chapter 1: Service Desk Interface

 

Accessing Service Desk Training Environment To access the Service Desk Training Environment for this course:

1. Open an Internet Explorer browser window.

2. Navigate to http://urbhdptest2.ui.uillinois.edu/CAisd/pdmweb.exe.

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3. Type in the username and password located for you at your station.

 

The Service Desk training interface will open. If you are inactive in the system for 60 minutes, you will be logged off the system and will need to login again.

 

Welcome Banner

This banner appears above the menus in the main window and provides login and system information, as well as the Log Out button that you may click to log you out of Service Desk.

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Main Toolbar

The toolbar will be examined in more detail throughout the course in various chapters. It is also detailed in the handout provided to you in this training

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Scoreboard

The left pane of the Service Desk tab displays the Scoreboard, a tree-like structure that shows the requests, change orders, issues, call backs, and tasks assigned to you or your group (depending on how your department has configured your system). You can view your assigned and unassigned records by priority.

 

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You can expand the list of records displayed in the Scoreboard by selecting the node for those records, clicking the expansion button, or hovering over the node to reveal and select the Open button. You can collapse the list of records displayed in the Scoreboard by selecting the node for those records, clicking the collapse button, or hovering over the node to reveal and select the Close button.

 

Keyboard shortcut: When the focus is on the Scoreboard, you can use the up and down arrow keys to navigate through the nodes. You can expand and collapse the list of records displayed in the Scoreboard by pressing Enter on your keyboard.

 

 

To view the tickets in your Group or those assigned to you:

 

1. Click the Update Counts button to ensure you have the most up to date ticket counts.

2. Expand the lists in the Scoreboard by selecting the node for those records, clicking the expansion button, or hovering over the node to reveal and select the Open button.

3. Select the list you would like to view, for instance, My Requests.

 

This will now display all requests assigned to you.

 

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