Application Sections
Desktop
- Each application has a application specific Desktop page
- Multiple desktops can be save for each technician, customized, and swapped
- Only information within that application is available to present or report via the Desktop
Groups
- Allows you to view the groups setup in TDX and the members of each group
- Groups are one type of organizational relationship in TDX that facilitates communication and workflows
- Example:
- Danny is a members of the IT Service Desk group
- Gina is a member of the IT Service Desk group and set as the group's manager (another relationship type)
- Reports can be set to notify Danny's manager when a ticket he is responsible for reaches a certain age
- TDX evaluates the primary group for Danny, then the manager for that group to determine the recipient of the report
- A user may belong to more than one group but can have only one group designated as their primary group
Tickets
The links in the Tickets section are 'saved searches'. From the search results you can select more than one ticket and perform actions on all selected tickets simultaneously.
- Select the checkbox next to one or more tickets in your search results
- Select the first arrow down button above your search results, then the action you'd like to take - which will be taken on all selected tickets
- Comment
- Update
- Assign
- Create Major Incident
- Create Change
- Associate Assets/CIs
- Associate KB Article
- Associate Tags
You can make changes to a saved search and save it with a different name to be used again in the future. If saved as 'Global' everyone else can access your saved search as well.
The default saved searches include:
- Assigned to Me
- Awaiting My Review
- Awaiting My Approval
- Awaiting Approval
- Incidents
- Major Incidents
- Changes
- Service Requests
Standard Reports
- Ticket Aging
- Ticket Performance
- Tickets Count Report
- Ticket History
- Ticket Calendar
Custom Reports
+New
Favorite Services
+Report
Search
Cog
- My Templates
- list of ticket templates you have access to or own
- New Ticket Template
- create a new ticket template - allows preconfiguration (prefill of data) for frequently encountered scenarios
- My Schedules
- tickets that you have scheduled to open on a regular basis
- New Scheduled Ticket
- create a new scheduled ticket - requires a ticket template
- Blackout Windows
- lists scheduled blackout windows specific to the ticketing application
- a blackout window defines a time period that changes and releases cannot be scheduled
- not currently being utilized for Wilks ITSM
- Locations
- lists locations, which is a data set shared across all TDX apps
- locations have values, but are not yet utilized meaningfully for Wilks ITSM