Next Topic

Previous Topic

Book Contents

Procedures Definition

Service Desk > Service Desk Procedures

Service Desk procedures automate the processing of tickets and ticket requests. All service desk procedures are created and structured in a similar fashion.

Types of Procedures

  • Stage Entry or Exit - Runs when a ticket enters or exits a stage.
  • Ticket Change - Runs each time a ticket is changed.
  • Goal - Runs after a specified time period, usually to record whether or not a goal was met.
  • Escalation - Runs after a specified time period, usually to escalate a ticket to another level of service.
  • Sub-Procedures - Runs when executed by another service desk procedure.

The following procedures apply to ticket requests processed using Incoming Email and Alarm Settings.

  • Ticket Request De-Dup - Compares a ticket request with existing tickets to determine if the ticket request is a duplicate. If a ticket request is a duplicate of existing tickets, the ticket request is canceled.
  • Ticket Request Mapping - Sets the attributes of a ticket request, just before the ticket is created, including the desk definition used to create the ticket.

Additional Topics