Service desk overview (problems, changes, catalogue, routing)
How problem management, change management, the service catalogue and automatic ticket routing fit together, and the settings that control them.
The Service Desk pages add IT service management on top of your tickets. Open them from Ticketing → Service Desk in the sidebar. They come with the ticketing module, so they are on every plan. Plans and prices have not changed.
| Page | What it is for |
|---|---|
| Problems | The underlying cause behind repeated tickets — root cause, workaround and fix |
| Changes | Planned changes to systems, with a risk rating, approval by a change board (CAB), a calendar and freeze windows |
| Service Catalogue | A menu of things people can request — a new laptop, a mailbox, access to a system — with forms and approvals |
| Routing | Rules that assign new tickets automatically by rota, by workload or by skill |
The overview
The overview shows open problems, known errors, changes waiting for approval, changes in progress and scheduled, open and overdue requests, and how many tickets routing assigned this week. Click any figure to open the list behind it. It also lists what is waiting for your approval, the changes coming up, freeze windows, and groups of recent tickets that may be one problem.
On every ticket
A ticket's side panel shows its linked problems, changes and catalogue request, any known error that matches its issue type (with the workaround), recent changes for the same client or device — in case one caused it — and who routing assigned it to and why. Use Log problem or Raise change to start one from the ticket.
When a colleague has the same ticket open, a banner tells you, and says when they are writing a reply, so two people do not answer the same customer.
Settings
Admins click Settings on the Service Desk page to choose:
- CAB members — they approve normal changes — and how many must approve: all of them, a majority or any one.
- Emergency CAB (ECAB) — they approve emergency changes; any one of them is enough. When it is empty the CAB is used.
- Change managers — they can manage any change and are told when one fails. They approve when no CAB is set.
- Problem detection — how many similar tickets (2 to 50), within how many days (1 to 90), before a group is suggested as a problem.
- Auto-routing — on or off. Routing rules do nothing until it is on.
Nobody approves their own change when someone else on the board can.
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