One of the things we are still missing in CA Service Desk Manager is a priority dashboard.
This dashboard (list) provides a kind of worklist for an engineer/analyst to know what needs to be handled first.
It is a mix of incident, requests, problems, change orders and tasks in one list but sorted based on what needs attention first.
For example the order can be set as follows:
- First the due date
- Then the order can be based on:
- First VIP handling (based on AEU)
- Incidents/requests & their priority
- Standard changes
- Non standard changes