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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.
Event Procedures
Event procedures run as soon as a specified system events occur.
- Stage Entry or Exit - Runs when a ticket enters or exits a stage.
- Ticket Change - Runs each time a ticket is changed.
- Sub-Procedures - Runs when executed by another service desk procedure.
The following event procedures apply to ticket requests processed using Incoming Email 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 service desk definition used to create the ticket.
Scheduled Procedures
Scheduled procedures run a specified time period after a system event occurs.
- 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.
Additional Topics
Topic 3662: Send Feedback. Download a PDF of this online book from the first topic in the table of contents.