Getting Started
Default solution folder, feel free to edit or delete it.
2.15 Editing tickets
You
can edit most of a ticket’s properties right from its detailed view. To access
options to edit all of the ticket’s attributes, ...
Wed, 13 Jul, 2016 12:14
2.16 Printing tickets
If you need
a hard copy of a ticket, Dworkin helpdesk lets you print it out. To do that, click
on the More button in the top-right...
Wed, 13 Jul, 2016 12:14
2.17 Marking as spam and deleting tickets
Just in
case some unwanted tickets get created by spam mail sent to your service desk,
you can mark them as sp...
Wed, 13 Jul, 2016 12:15
2.18
Resolving and closing tickets
Your
primary objective is to resolve the issue and restore normal service operation
as soon as possible.
...
Wed, 13 Jul, 2016 12:16
2.19 Linking
tickets with problems and changes
Simply put,
a “problem” is a cause of one or more incidents.
Let’s say,
many similar incidents get rep...
Wed, 13 Jul, 2016 12:34
2.20 Using email
commands to update ticket properties
Email Commands in Helpdesk allow you to
perform activities on a ticket directly from your email i...
Wed, 13 Jul, 2016 12:36
3. Working
with problems
As we
discussed earlier, a problem is the cause of one or more incidents. Once a
problem has been documented, all the relevant...
Wed, 13 Jul, 2016 13:08
3.1 Creating
problems
In section 2.19,
we discussed the process of creating a problem from a ticket’s detailed view.
If no incidents have been reported...
Wed, 13 Jul, 2016 13:11
3.2 Adding
incidents to a problem
Understanding
the impact of a problem becomes way easier if you can see all the incidents caused
by it. And linking t...
Wed, 13 Jul, 2016 13:15
3.3 Adding
the root cause, impact and symptoms to the problem
Besides knowing
which incidents were
caused by the
problem, some more
inform...
Wed, 13 Jul, 2016 13:17