ServiceDesk – module overview¶
The ServiceDesk module is used to record incidents and requests (tickets) – e.g. IT support, technical issues, change requests. A user creates an incident (title, system, type, priority); operators or admins assign a solver, change status (created, in progress, resolved, closed, rejected, etc.) and can add comments and attachments. Export and statistics are available.
Why use ServiceDesk¶
A single incident register simplifies support – all requests in one place, solver assignment, status and history tracking. Categories and systems (lookups) allow sorting and reporting on tickets.
What the module offers¶
- Incident list – table with search, filters by status, category, system, year, etc., sorting, pagination. Columns: title, author, system, type, status, priority, solver, date. Click a row to open the detail.
- New incident – form: title (subject), system, incident type/category, priority, description. After submission the incident appears in the list with status “created”.
- Incident detail – card with all data, comments, attachments. Assign solver, change status (in progress, resolved, closed, rejected), complaint. Comments and attachments for communication.
- Export and statistics – export incident list to file; statistics (open, resolved, etc.) per implementation.
Accessing the module¶
In the sidebar menu, select ServiceDesk. The submenu offers: Incident list, New incident. If the module is not in the menu, check the ServiceDesk module license.
Other pages in this section¶
- Incident list and filters – search, filters, columns
- New incident and detail – create, assign solver, change status, comments
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