Use > Service Desk > Service Desk workflows and user tasks > Example: Service Desk Workflow

Example: Service Desk Workflow

The following example demonstrates the minimum needed steps to resolve the out-of-box Service Desk workflow:

Phase User Actions Options
Logging
  1. Specify the Contact for the interaction.
  2. In the Service Recipient field, select the service recipient.
  3. In the Notify By field, select the user's preferred notification method.
  4. In the Affected Service field, select the affected service.
  5. (Optional) In the Affected CI field, select the affected CI.
  6. Enter a title in the Title field.
  7. Provide a description of the interaction in the Description field.
  8. Set the Impact and Urgency fields.

  9. Click Save to save the interaction. Or, depending on the category, you may move on to close the interaction or escalate the interaction further.

This is the phase that is initiated when an end user register a new interaction (Service Desk > Create New Interaction).

From the Logging phase, you can also move to any of the following:

  • Closure
Categorization
  1. Click the Fill button to specify the Subcategory.
  2. Click the Fill button to specify the Area.
  3. Set the Status field to Assign.
  4. Click the Fill button for Assignment Group, and then select an appropriate assignment group.
  5. Click the Fill button for Assignee, and then select an appropriate assignee.
  6. Set the Status field to Dispatched or In Progress.
  7. Click Save.

From the Categorization phase, you can also move to any of the following:

  • Move to the Work In Progress phase.
  • Jump directly to the Closure phase.
Work In Progress
  1. Enter the Solution.
  2. Set the Status field to Resolved.
  3. Click Save.

From the Work In Progress phase, you can also move to any of the following:

  • Move to the Withdrawal phase.
  • Return to the Categorization phase.
Review
  1. Review the data entered for the interaction.

From the Review phase, you can also move to any of the following:

  • Return to the Work In Progress phase.
Withdrawal

  1. From the Work In Progress phase, click the Withdraw button on the toolbar.

    Service Manger displays the Withdraw Interaction page.

  2. Enter the Reason for Withdrawal and then click Finish.

    The interaction moves to the Withdrawal phase and the status changes to Withdraw Requested.

From the Withdrawal phase, you can also move to any of the following:

  • Return to the Work In Progress phase.
Closure
  1. Click the Close Interaction button.
  2. Select the appropriate Completion Code.

  3. (Optional) Enter the Completion Comments.

  4. Click Finish.