Procedures Definition

Service Desk procedures automate the processing of tickets and ticket requests. All service desk procedures are created and structured in a similar fashion. All procedures are configured to run by linking them to a service desk definition or another service procedure or by ticket request, a process that requests the creation of a new ticket.

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 a specified time period, usually to record whether or not a goal was met.
Escalation - Runs 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