Using the Help Desk

The Help Desk solution allows you to record problems, manage problem resolution, and generate reports that provide valuable information about your Help Desk operations. The Help Desk service is divided into the following subtabs:

• Incident Management
• Problem Management

Video: Help Desk Overview (1:15)

Incident Management

Incident Management provides the ability to record and manage incidents reported by end users. Incidents that are not resolved at the time they are reported can be associated with a new or existing problem ticket. This feature allows you to accurately track the common situation wherein multiple end users report the same problem. An incident captures each end user's interaction with the Help Desk. The associated problem ticket records additional details about the problem and the work performed to achieve a resolution.

You can complete the following tasks within Incident Management:

• Create incidents
• Manage your own incidents
• Search incidents
• View reports

Creating an Incident

When working on the Create Incident page, we recommend that you run Systems Manager in only one browser session and that you complete work on a single incident before exiting the Create Incident page. Otherwise, unexpected results can occur.

Follow these steps to create an incident:

1. Click the Help Desk tab.
2. Click the Incident Management subtab.
3. Point to the Incidents menu and choose Create Incident to display the Create Incident page.
4. To select an end user for the incident, click the search button in the End User field to display the Search for End User dialog box.
   You can also change the end user associated with the incident.
5. To select an asset to associate with the incident, click the search button in the Asset field to display the Search for Asset dialog box.
   
   You can also change or delete an asset from the incident.
6. Optional: In the Associated Ticket field, enter the number of the existing problem ticket, if any, with which the incident is associated.
7. In the Priority field, use the down arrow to select a priority level for the problem being reported.
8. In the Owner field, use the down arrow to select the specialist who is responsible for resolving or monitoring the status of the problem being reported.
9. To select a category for the incident, click the search button in the Category field to display the Search for Category dialog box.
   
   You can also edit or remove a category from the incident.
10. In the Subject field, enter a brief description of the problem.
11. In the Description field, enter a detailed description of the problem.
12. In the Resolution field, use the down arrow to select the resolution for the incident.
    
    
13. In the Solution field, enter a description of the solution for the incident.
    
    Note: This field is required when closing the incident.
14. Click the Open Incident/Create Ticket button to create an open incident, create a problem ticket, and return to the incident page. The Associated Ticket field will contain the number of the newly created problem ticket. The new problem ticket will be initialized with the end user, asset, priority, category, subject and description information from the incident. Systems Manager will attempt to determine the best assignee for the problem ticket using assignment rules; however, if no assignment rule applies, the problem ticket will be assigned to the specialist who owns the new incident.
    
    —OR—
    
    Click the Open Incident/Associate Ticket button to create an open incident, associate the incident with an existing problem ticket, and return to the incident page.
    
    Note: This option requires you to enter a valid problem ticket in the Associated Ticket field.
    
    —OR—
    
    Click the Close Incident button to create a closed incident and return to the incident page. Since you closed the incident at the same time you created it, Systems Manager considers it a First Call Resolution (FCR). This option requires you to enter a description of the solution for the incident in the Solution field.

Changing an Open Incident

You can change the contents of an open incident from the My Open Incidents report or from an incident list or incident view that results from a search.

Note: You can view closed incidents but you cannot modify them.

Follow these steps to change the contents of an open incident:

1. If viewing a list of incidents, click the incident number link or subject link to display the incident page.
2. To select an end user for the incident, click the search button in the End User field to display the Search for End User dialog box.
   If an end user is already associated with the incident, you can also change that end user.
   
3. To select an asset to associate with the incident, click the search button in the Asset field to display the Search for Asset dialog box.
   
   You can also change or delete an asset for an incident.
4. To update the Associated Ticket field, enter a valid problem ticket number.
   
   Note: You can click the View Ticket button at the top or the bottom of the incident page to view the associated ticket.
5. To update the Priority field, use the down arrow to select a priority level.
6. To update the Owner field, use the down arrow to select a specialist.
7. Edit the category.
8. To update the Subject field, replace or modify the displayed text.
9. To update the Description field, enter additional text. Systems Manager appends this information to the most recently saved description.
10. To update the Resolution field, use the down arrow to select a resolution.
    
    
11. To update the Solution field, replace or modify the displayed text.
    
    Note: This field is required when closing the incident.
12. Click the Save button to save your changes. The incident remains open, even if you enter a solution.
    
    —OR—
    
    Click the Close Incident button to save your changes and update the incident's status to closed.

When viewing a saved incident, you can click the Printable Format button at the top or the bottom of the incident page to display a view of the incident information that is suitable for printing. The printable view displays in a separate browser window.

My Open Incidents

Follow these steps to view a report of open incidents assigned to you:

1. Click the Help Desk tab.
2. Click the Incident Management subtab.
3. Point to the Incidents menu and choose My Open Incidents to display the My Open Incidents report.

The My Open Incidents report displays a list of all open incidents assigned to you in priority order. The report displays the following information for each incident listed:

• Incident number
• Open date and time
• Age
• Priority
• Category
• Owner
• Subject

You can click the incident number link or subject link for any incident listed to display the details of that incident. You can also click any of the column headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can also export data from the My Open Incidents report.

Note: You cannot modify the My Open Incidents report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

Search Incidents

Systems Manager provides two ways for you to search for incidents:

• Basic search
• Advanced search

Incident Basic Search

To perform a basic search, you must know the number of the incident for which you are searching.

Follow these steps to search for an incident by number:

1. Click the Help Desk tab.
2. Click the Incident Management subtab.
3. In the menu bar at the top of the page, enter a ticket number in the Incident Number field.
4. Click the search button to display the search results.

Incident Advanced Search

Follow these steps to perform an advanced search for incidents that meet specific search criteria:

1. Click the Help Desk tab.
2. Click the Incident Management subtab.
3. Point to the Incidents menu and choose Advanced Search to display the Incident Advanced Search page.
4. Specify a date range for the search:
   
   
   1. In the Start Date field, enter a date or select a date using the calendar button .
   2. In the End Date field, enter a date or select a date using the calendar button .
5. In the Priority field, use the down arrow to select a priority.
6. To select an asset, click the search button in the Asset field to display the Search for Asset dialog box.
   
   You can also change or delete an asset on the search page.
7. To select an end user for the search, click the search button in the End User field to display the Search for End User dialog box.
   
   You can also change or delete an end user on the search page.
8. In the Location field, use the down arrow to select a location. The search results include incidents associated with end users at the specified location.
9. In the Department field, use the down arrow to select a department. The search results include incidents associated with end users in the specified department.
10. In the Status field, use the down arrow to select the incident status.
11. In the Specialist Assignee field, use the down arrow to select the specialist who is currently responsible for the incident.
12. To select a category for the search, click the search button in the Category field to display the Search for Category dialog box.
    
    You can also edit a category from the search page.
    
    Select the Include Subcategories check box to include subcategories in your search.
13. In the Ticket Number field, enter the ticket number of the owning ticket for the search.
14. In the Subject field, enter keywords contained in the incident's subject.
    
    Select the Case sensitive check box to perform a case-sensitive search.
15. In the Description field, enter keywords contained in the incident's description.
    
    Select the Case sensitive check box to perform a case-sensitive search.
16. Select the Display Detailed Report check box to display a report that includes details about the asset and end user associated with the incident. Clear the check box to display basic information about the incident.
17. Click the Search button to display the search results.

Systems Manager displays the Incident Search Results report and lists the incidents that satisfy all specified search criteria.

You can view and edit the filters for the Incident Search Results report.

You can click any of the headings in the report to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can also click the incident number link or subject link for any incident listed to display the details of that incident.

You can export data from the Incident Search Results report.

Note: You cannot modify the Incident Search Results report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

Incident Management Reports

The incident management reports section includes a list of Systems Manager report folders, ordered alphabetically. This list includes a set of pre-defined reports, contained in the Incident Reports folder, as well as any custom report folders that contain the reports available to you.

The Incident Reports folder includes the following pre-defined reports:

• The All Closed Incidents report lists all of your company's closed incidents.
• The All Open Incidents report lists all of your company's open incidents.
• The First Call Resolutions report lists all of your company's incidents that were closed at the same time they were created.

Click the Edit button to modify any of these pre-defined reports. To edit, create, and delete custom reports, go to the Reports tab.

Follow these steps to view a report from the incident management reports menu:

1. Click the Help Desk tab.
2. Click the Incident Management subtab.
3. Point to the Reports menu to view the report folder list.
4. Point to the report folder you want to view and then choose a report to display.

Problem Management

Problem Management provides the ability to record and manage problem tickets. Problem tickets differ from incidents in that they allow you to track more detailed information about a problem. You can add attachments to a problem ticket to assist Systems Manager specialists in resolving the problem, and you can add work history entries to document the work performed. A problem ticket can contain a number of tasks assigned to different Systems Manager specialists or workgroups. You can associate a problem ticket with one or more incidents; however, this is not required.

Within Problem Management, you can perform operations in the following categories:

• Tickets
• Tasks
• Reports

Tickets

The Tickets section lists the Help Desk operations that facilitate your daily activities. From this section, you can complete the following tasks:

• Create problem tickets and assign them to the appropriate specialist or workgroup
• View all of the tickets assigned to you
• View all of your closed tickets
• View a call distribution graph
• View monthly ticket trends
• View recent ticket history
• View the SLA summary
• Export problem ticket data
• Conduct searches on your tickets
• Copy problem tickets
• Track ticket work history
• E-mail contents of tickets

Video: Architecture of a Help Desk Ticket (4:41)

Creating a Problem Ticket

You can create a problem ticket by using the Create Ticket page. End users can also submit problem tickets, either through e-mail or by using the Customer Service Center (CSC).

Video: Creating Tickets via E-mail/CSC URL (3:17)

Creating a Problem Ticket Using the Create Ticket Page

Follow these steps to create a problem ticket from the Create Ticket page:

1. Click Help Desk tab.
   
   The Problem Management subtab displays by default.
2. Point to the Tickets menu and choose Create Ticket to display the Create Ticket page.
3. Select the Display as a bulletin in Service Center check box to post the ticket in the CSC so no one else opens a ticket for the same issue. As soon as someone closes the problem ticket, the corresponding bulletin disappears from the CSC.
   Note: We recommend that you review the subject line of the ticket for clarity before posting it as a bulletin.
   Video: Help Desk Ticket as a CSC bulletin (1:37)

4. To select an end user for the problem ticket, click the search button in the End User field to display the Search for End User dialog box.
   
   —OR—
   
   Enter the name of the end user in the End User field and click the search button . If Systems Manager finds one match, the name displays in the End User field. If Systems Manager finds more than one match, you can choose the end user from the search results.
   
   You can also create, change, or delete an end user associated with the problem ticket.
   
   

   To view detailed information about the end user, click the End User tab on the right side of the Create Ticket page.

5. Select an asset to associate with the problem ticket from the Pick an Associated Asset dialog box that automatically displays after you select an end user. If an asset is not associated with the end user, close the Pick an Associated Asset dialog box and click the search button in the Asset field to display the Search for Asset dialog box.
   
   —OR—
   
   Enter the name of the asset in the Asset field and click the search button search button . If Systems Manager finds one match, the name displays in the Asset field. If Systems Manager finds more than one match, you can choose the asset from the search results.
   
   You can also change or delete an asset associated with the problem ticket.
   
   

   To view detailed information about the asset, click the Asset tab on the right side of the Create Ticket page. This tab includes the detailed asset view button and the remote control button for quick access to asset information. (Systems Manager deactivates the remote control button if the asset has not registered recently.)

6. If the Ticket Source field displays, use the down arrow to select the method through which you received information about the problem.
7. If the Severity field displays, use the down arrow to select the severity level.
8. In the Priority field, use the down arrow to select a priority level for the problem being reported.
   Video: Priorities (1:10)
9. Select a category for the problem ticket from the drop-down list.
   Video: Categories (1:04)
   If the category you select contains subcategories, those categories display in the drop-down list at the next level. Categories become more specific as the level increases. To de-select a category in any list that contains categories, select the Select a Category option.
10. In the Assignee field, use the down arrow to select a specialist or workgroup. Alternatively, you can select the Determine Using Rules option. Systems Manager attempts to determine the appropriate assignee for the problem ticket based on the assignment rules that have been defined within the Admin tab. If no assignment rules apply, Systems Manager assigns the ticket to you by default.
11. Select a status for the ticket: Open, Pending, Resolved, or Closed.
    
    The Pending status is a helpful marker for situations when you are waiting for something before the ticket process can move forward. Examples of the Pending status include "waiting for customer to return from vacation" or "waiting to hear from vendor." The Resolved status is helpful when you have completed most tasks for a ticket, but you want to document the results or provide training before closing the ticket. Examples of the Resolved status include "sent fix to end user, waiting for verification" or "sent laptop in for RMA."
    
    
12. If you set the status for the ticket to Closed and the Send End User Survey check box displays, select the check box to send a survey via e-mail to the end user when you close the ticket. The survey also allows the end user to enter an optional comment. This survey allows you to collect feedback on the end user's satisfaction of the ticket handling. The link to the survey expires 90 days after the date sent.
    Clear the check box to prevent the end user from receiving the end user survey.
    Video: End-user surveys (2:10)
    Note: If you reopen a ticket, you can send the end user survey again the next time you close it.
    
13. In the Subject field, enter a brief description of the problem.
14. In the Description field, enter a detailed description of the problem.
15. In the Explanation field, use the down arrow to select a general problem explanation for tickets with Open, Pending, or Resolved statuses.
    Video: Explanations (0:53)
16. For tickets you want to close, use the down arrow to select a general problem resolution in the Resolution field.
    Video: Resolutions (0:47)
17. In most cases, you can leave the Solution field blank unless you are closing the problem at the same time it is reported. If you enter a custom solution or choose to use an article from the knowledge base in the Solution field, you will be prompted to mark the ticket as Closed; however, closing the ticket is not required.
18. In the Initial Time Worked field, enter the initial amount of time spent in work on the ticket. The drop down list next to this field allows you to specify time in minutes, hours, or days (the default time unit is minutes).
19. In the custom text field(s), enter value(s) to display for the appropriate custom text field(s).
20. In the custom date field(s), enter a date or select a date using the calendar button .
21. For information on adding work history to the ticket, see Tracking Work History.
22. For information on adding tasks to the ticket, see Tasks.
23. Optional: Click the Attachments tab on the right side of the Create Ticket page to add a file attachment or reference URL to the problem ticket.
24. Click the Create & View Details button to create the ticket and view the Update Ticket page.
    
    —OR—
    
    Click the Create & View Queue button to create the ticket and view the My Open Tickets report.
25. Click the Cancel button to return to the My Open Tickets report without creating the ticket.
    
    Although it is possible to abandon the new ticket without using the Cancel button, we recommend that you use the Cancel button for this purpose. From the time you access the Create Ticket page, the ticket is considered to be in a "working" state. Systems Manager limits the number of tickets an individual user can have in the "working" state during one login session. If you decide to abandon the new ticket before creating it, use the Cancel button to avoid reaching this limit.

Searching for End Users

Follow these steps to complete the Search for End User dialog box:

1. Optional: Enter the last name or first portion of the last name of the end user experiencing the problem in the Last Name field.
2. Optional: Enter the e-mail address or first portion of the e-mail address of the end user experiencing the problem in the E-mail field.
   
   

   Note: If you provide both last name and e-mail criteria, Systems Manager searches for end users that match according to the specified last name or the specified e-mail.

3. Click the Search button to conduct your search.
   
   
4. Click an end user name to return to the ticket or incident page, where the end user's name displays.
   
   Note: If Systems Manager finds only one result, it displays in the End User field.

Changing End Users

Follow these steps to change an end user:

1. Click the edit button to display the Search for End User dialog box.
2. Follow the steps in Searching for End Users.

Removing End Users

To remove an end user, click the delete button next to the end user you want to remove.

Searching for Assets

Follow these steps to complete the Search for Assets dialog box:

1. Optional: In the System Name field, enter the system name or first portion of the system name to associate with the ticket.
2. Optional: In the IP Range Start field, enter the start address of an IP address range for the asset to associate with the ticket. If the IP Range Start is equal to the IP Range End, Systems Manager returns only systems with the specified IP address.
3. Optional: In the IP Range End field, enter the end address of an IP address range for the asset to associate with the ticket. If the IP Range Start is equal to the IP Range End, Systems Manager returns only systems with the specified IP address.
4. Optional: Select the Include Fixed Assets check box to include fixed assets in the search. By default, fixed assets are excluded.
5. Click the Search button to conduct your search.
6. Click an asset name to return to the ticket or incident page, where the asset name displays.

Changing Assets

Follow these steps to change an asset:

1. Click the edit button to display the Search for Assets dialog box.
2. Follow the steps in Searching for Assets.

Removing Assets

To remove an asset, click the delete button next to the asset you want to remove.

Searching for Categories

Follow these steps to complete the Search for Category dialog box:

1. From the Category (level 1) list, select the primary category.
2. If a selected category has subcategories, you can select those at subsequent levels.
   
   Categories become more specific as the level increases.
3. After you finish selecting categories, click Close to close the Search for Category dialog box and return to the ticket page.

Note: To de-select a category in any list that contains categories, select Select a Category.

Video: Categories (1:04)

Editing Categories

Follow these steps to change a category associated with an incident:

1. Click the edit button to display the Search for Category dialog box.
2. Follow the steps in Searching for Categories.

Removing Categories

To remove a category from an incident, click the delete button next to the category you want to remove.

Adding Attachments to Problem Tickets

The number of attachments displays on the Attachment tab in the ticket view.

Follow these steps to add file attachments or reference URLs to problem tickets:

1. Click the Attachments tab on the right side of the ticket page.
2. Click the Add Attachment button to display the Add Attachment page.
3. Enter a short description for the attachment in the Attachment Label field.
4. Select either File or URL for the attachment type.
   Note: Reference URLs display as links on the Attachments tab of the ticket after you save the ticket.
5. To add a file attachment, enter the fully qualified file name, including the path, in the File field.
   Or, click the Browse button next to the File field to use a file browser to select the file for the attachment.
—OR—
To add a URL reference, enter the URL in the URL field. Enter the URL as if you were typing the URL into your browser address window.
6. Click the Add button to add the attachment to the ticket.
7. Save the ticket.
   Systems Manager attaches the file to the ticket.

Note: You can also delete file attachments and reference URLs.

Deleting Attachments from Problem Tickets

Follow these steps to delete file attachments or reference URLs from a ticket:

1. Click the Attachments tab on the right side of the ticket page.
2. Select the Delete this attachment when the ticket is saved check box for the attachment you want to remove.
3. Save the ticket and click OK in the confirmation dialog box.
   Systems Manager deletes the attachment.

Adding Solutions to Tickets Using Articles from the Knowledge Base

Follow these steps to add a solution to a ticket using an article from the knowledge base:

1. Select the Select an article from the Knowledge Base option on the ticket page.
2. Click the search button to display the Search Knowledge Base dialog box.
3. Optional: In the # field, enter the article number for the knowledge base article to use for the solution.
4. Optional: In the Keyword(s) field, enter keywords that are contained in the knowledge base article.
5. Optional: In the Article Type, use the down arrow to select an existing type of article for the search.
6. Optional: In the Category field, use the down arrow to select an existing article category on which to search.
7. Click the Search button to display the matching knowledge base articles.
8. Click the knowledge base article to attach it as the solution for the problem ticket.
   Note: You can also change and remove knowledge base articles associated with problem tickets.
   Systems Manager associates the article with the ticket and returns you to the ticket page.

Changing Knowledge Base Articles Associated with Problem Tickets

Follow these steps to change the knowledge base article associated with a problem ticket:

1. Click the edit button to display the Search Knowledge Base dialog box.
2. Follow the steps in Adding Solutions to Tickets Using Articles from the Knowledge Base.

Removing Knowledge Base Articles from Problem Tickets

To remove a knowledge base article from a problem ticket, click the delete button next to the article you want to remove.

Creating a Problem Ticket Via E-mail

Follow these steps to create a problem ticket via e-mail:

1. Address the e-mail to:
   

   assignee.companyid@helpdesk.triactive.com

   where assignee is a specialist at your company (optional) and companyid is the company name you use to log in to Systems Manager.
   

   If there is a specialist whose username matches assignee, Systems Manager assigns the ticket to that specialist.
   If there is a workgroup whose name matches assignee, Systems Manager assigns the ticket to that workgroup.
   If there is an applicable assignment rule, Systems Manager uses it to determine the assignee.

Note: These e-mail addresses are not case sensitive.

2. Enter a description of the problem you have encountered.
3. Send the e-mail.

If the e-mail is sent from someone who is not registered as a Systems Manager end user, Systems Manager does not create a problem ticket. Instead, Systems Manager sends the e-mail to the specialist who has been designated to receive such e-mail notifications, and Systems Manager sends a failure notice to the original sender.

Systems Manager supports file attachments in problem tickets created as long as the attachment does not exceed file size limitations. Contact Support for more information on size limitations for file attachments.

Managing Problem Tickets via the E-mail Interface to Help Desk (EIHD)

This section describes the e-mail interface that enables specialists to modify existing tickets.

Note: To enable the e-mail interface for specialists, go to the General page, which displays by default, on the Help Desk subtab under the Admin tab.

Video: EIHD Overview (4:02)

Using the E-mail Interface

You can send e-mail to your company's EIHD e-mail address, companyid@helpdesk.triactive.com, using subject line arguments or command messages to modify existing tickets. These subject line arguments or command messages must be in the subject line of the e-mail. All command messages must include one of the following ticket identifiers somewhere in the subject line:

• "/ticket" operator
• "Ticket #" and at least one of the action operators

Note: If you receive a help desk e-mail notification and want to make changes to the ticket, do not reply. Instead, send a new command message for the same ticket to your EIHD e-mail address.

The following list identifies the valid operators for the Help Desk e-mail interface:

• /ticket - specifies the ticket number on which to operate
• /assign - reassigns an existing ticket to a different username
• /status - changes the status of an existing ticket
• /priority - sets the numeric priority of an existing ticket
• /addhistory - adds the contents of an e-mail message to the work history of an existing ticket
• /quiet - avoids notifying the associated end user of the changes to a ticket

The first four operators all require a parameter, specified by appending a colon (:) or equals sign (=), and the value. For example: "/ticket:2234" or "/status=closed". You must separate multiple operators by white space or commas.

The following list provides examples of command subjects:

• New e-mail with the "/ticket" operator that changes the priority:
  

  To: companyabc@helpdesk.triactive.com

  Subject: /ticket:3482 /priority=3

• New e-mail with the pattern "Ticket #" that closes the ticket:
  

  To: companyabc@helpdesk.triactive.com

  Subject: Ticket #2234 /status=closed

Note: Command line parameters must come from a specialist. If an end user attempts to submit a ticket with command line parameters, Systems Manager ignores the commands but still opens a ticket. In addition, if end users reply and try to update a ticket, Systems Manager opens a new ticket.

Tracking Tickets

The following list identifies some of the effects of the e-mail interface to Help Desk:

• If the e-mail sets the status to Closed, the solution will be "Closed by jdoe", where jdoe is the specialist who submitted the changes.
• Systems Manager tracks changes submitted via e-mail commands in Change History. Systems Manager marks the Change History author as the specialist who sent the changes.
• If a message closes a ticket that does not already have a solution, Systems Manager copies the content of the message (if any) to the solution.
• If a message closes a ticket that does not have a solution and also specifies "/addhistory", Systems Manager copies the content of the message to the solution and to Work History.

Error Conditions

The following list identifies the results of invalid operators and values:

• If you send an invalid value for the "/ticket" operator (such as "/ticket:asdf"), Systems Manager simply opens a new ticket.
• If you send a valid ticket identifier followed by an operator with an invalid value (such as "/status=nothing"), Systems Manager sends a reply e-mail to alert you of the error.

Changing a Problem Ticket

You can change the contents of a problem ticket from any of the ticket reports or from a ticket view that results from a search.

Note: You can also change a problem ticket using the e-mail interface to Help Desk.

To change a closed problem ticket, you must re-open it before you can modify it. To re-open a closed problem ticket, click the Reopen button on the ticket page.

The heading of every ticket displays the following information:

• Ticket number
• Open date and time
• Last updated date and time
• Opener
• SLA Summary (if enabled)
  Video: SLA Reporting (4:36)
  

Follow these steps to change the contents of a problem ticket:

1. If viewing a list of problem tickets, click the ticket number link or subject link to display the ticket page. The ticket number displays at the top of the ticket page, along with arrows for navigating to the previous or next ticket in the list. If the ticket is at the beginning of the list, the previous button is disabled. If the ticket is at the end of the list, the next button is disabled. The navigation arrows do not display as a result of a search by ticket number or if you create a ticket and click the Create & View Details button.
   

   In addition, if there are no unsaved changes to the ticket, the Copy Ticket button displays. For more information about copying an existing ticket, see Copying a Problem Ticket.

2. Select the Display as a bulletin in Service Center check box to post the ticket in the CSC so no one else opens a ticket for the same issue. As soon as someone closes the problem ticket, the corresponding bulletin disappears from the CSC.
   Note: We recommend that you review the subject line of the ticket for clarity before posting it as a bulletin.
   Video: Help Desk Ticket as CSC bulletin (1:37)
3. To select an end user for the problem ticket, click the search button in the End User field to display the Search for End User dialog box.
   —OR—
   Enter the name of the end user in the End User field and click the search button . If Systems Manager finds one match, the name displays in the End User field. If Systems Manager finds more than one match, you can choose the end user from the search results.
   You can also change or delete an end user associated with the problem ticket.
   

   To view detailed information about the end user, click the End User tab on the right side of the ticket page. Click the Edit End User Information button to modify the end user.

4. Select an asset to associate with the problem ticket from the Pick an Associated Asset dialog box that automatically displays after you select an end user. If an asset is not associated with the end user, close the Pick an Associated Asset dialog box and click the search button in the Asset field to display the Search for Asset dialog box.
   —OR—
   Enter the name of the asset in the Asset field and click the search button search button . If Systems Manager finds one match, the name displays in the Asset field. If Systems Manager finds more than one match, you can choose the asset from the search results.
   You can also change or delete an asset from the problem ticket.
   

   To view detailed information about the asset, click the Asset tab on the right side of the ticket page. This tab includes the detailed asset view button and the remote control button for quick access to asset information.

5. Select a category for the problem ticket from the drop-down list.
   Video: Categories (1:04)
   If the category you select contains subcategories, those categories display in the drop-down list at the next level. Categories become more specific as the level increases. To de-select a category in any list that contains categories, select the Select a Category option.
6. If the Severity field displays, use the down arrow to select a severity level.
7. To update the Priority field, use the down arrow to select a priority level.
   Video: Priorities (1:10)
8. To update the Assignee field, use the down arrow to select a specialist or workgroup. If you select the Determine Using Rules option, Systems Manager attempts to determine the appropriate assignee for the problem ticket based on the assignment rules that have been defined within the Admin tab. If no assignment rules apply, the ticket will be assigned to you by default.
9. To update the Status field, select Open, Pending, Resolved, or Closed from the drop-down list.
10. If you change the status to Closed and the Send End User Survey check box displays, select the check box to send a survey via e-mail to the end user when you close the ticket. The survey also allows the end user to enter an optional comment. This survey allows you to collect feedback on the end user's satisfaction of the ticket handling. The link to the survey expires 90 days after the date sent.
    Clear the check box to prevent the end user from receiving the end user survey.
    Video: End-user Surveys (2:10)
    Note: If you reopen a ticket, you can send the end user survey again the next time you close it.
11. In the Subject field, edit the description of the problem.
12. In the Description field, edit the detailed description of the problem.
13. You can also update the Explanation field by using the down arrow to select an explanation.
    Video: Explanations (0:53)
14. For tickets you want to close, use the down arrow to select a general problem resolution in the Resolution field. If you select a resolution, Systems Manager asks if you want to close the ticket.
    Video: Resolutions (0:47)
15. To close a ticket, you must enter a solution. Click the edit button , add the solution text, and click Close.
    —OR—
    Add a solution using an article from the knowledge base.
16. To update the total time worked on the ticket, you can enter the amount of time spent on this revision of the ticket in the Additional Time Worked field. The drop down list next to this field allows you to specify time in minutes, hours, days (the default time unit is minutes). You can also enter additional time worked on work history entries (see Tracking Work History).
17. In the custom text field(s), enter value(s) to display for the appropriate custom text field(s).
18. In the custom date field(s), enter a date or select a date using the calendar button .
19. For information on adding work history to the ticket, see Tracking Work History.
20. For information on adding tasks to the ticket, see Tasks.
21. Optional: Click the Attachments tab on the right side of the ticket page to add attachments to or delete them from the problem ticket.
22. Optional: You can send e-mail to anyone from the ticket view.
23. Click the Save & View Details button to save your changes to the ticket and return to the ticket page.
    —OR—
    Click the Save & View Queue to save your changes to the ticket and view the My Open Tickets report (or your most recently viewed ticket list, if applicable).
24. Click the Cancel button to return to the My Open Tickets report (or your most recently viewed ticket list, if applicable) without updating the ticket. Although you can abandon the ticket without using the Cancel button, we recommend that you use the Cancel button for this purpose. From the time you access the Update Ticket page, the ticket is considered to be in a "working" state, even if you have not made any changes to it. Systems Manager limits the number of tickets an individual user can have in the "working" state during one login session. If you decide not to update the ticket, use the Cancel button to avoid reaching this limit.

You cannot modify file attachments after they are added to a ticket; however, you can retrieve a file attachment:

1. Click the Attachments tab to the right of the ticket page.
2. Click the file attachment button to open a file download dialog box.
   Note: The file download location will not match the name of the file. This is normal and expected.
3. Choose whether to open the file from its existing location or to save it to disk. If you choose to save the file, the default name for the saved file will match the name of the attachment.

You can also delete attachments.

When viewing a saved problem ticket, you can click the PDF button at the top of the ticket page to view a PDF format copy of the ticket information that is suitable for printing. The PDF file opens in a separate browser window.

For more information about the ticket, you can access the following tabs on the right side of the ticket page:

• The Change History tab displays all of the changes made to a problem ticket.
  Click the Change History tab to display details about each change.
  Note: You can view a combination of work history and change history for recently modified tickets on the Recent Ticket History report.
• The Incidents tab displays all incidents associated with the ticket.
  Click the Incidents tab and click an incident number link or subject link to display a read-only view of that incident in a separate browser window.
• The Approvals tab displays information about approval processes that apply to the ticket. Click the Approvals tab to view a list of the approval process instances that have been initiated for the ticket, including the current state of each instance.
  Note: If you have the Admin/Help Desk right, you can click the process definition link to view the details of that approval process instance.
• The SLA tab displays for all tickets. Regardless of whether a ticket has an SLA, Systems Manager always displays the Open Date, Initial Assignment, Initial Response, and Close Date fields. If a ticket has an SLA, Systems Manager also displays the Initial Response and Resolution areas, which include detailed information about SLA times and deadlines.
  Video: SLA Reporting (4:36)

Copying a Problem Ticket

If you are viewing a ticket with no unsaved changes or a closed ticket, you can copy the ticket. This feature is useful if you experience recurring problems with similar characteristics and problems that require performing similar tasks.

Click the Copy Ticket button to display the Create Ticket page. The new ticket is pre-populated with the following values from the ticket being copied:

• End User
• Asset
• Priority
• Assignee
• Category
• Subject
• Description
• Tasks (percent complete will be zero)

You can modify all of the ticket details, but you must click the Save & View Details button or the Save & View Queue button to create the ticket. For more information on creating a problem ticket, see Creating a Problem Ticket Using the Create Ticket Page.

Tracking Work History

You can track the work performed or additional information obtained during the course of resolving a problem ticket by adding, editing, or deleting work history entries.

Adding Work History Entries

Follow these steps to add work history to a problem ticket:

1. Click the Work History tab on the right side of the ticket page.
2. Click the Add Work History button.
3. Optional: Select the Do not display this entry in the Customer Service Center (CSC) check box to prevent this entry from displaying in the end user's view of the ticket. This option also prevents the work history entry from displaying in any e-mail notifications sent to the end user.
4. Enter the number of days, and/or hours, and/or minutes worked on the ticket. You can choose to leave this field blank if it is not required.
   Note: You must enter a positive integer in at least one of the fields. Systems Manager adds the time entered here to the total time worked for the ticket.
5. In the Description field, enter your comments about the work performed on the problem ticket.
6. Click the Add button to add the work history entry to the problem ticket.
7. Click either the Save & View Details or Save & View Queue button on the ticket page to save the new work history entry with the ticket.

Note: You can view a combination of work history and change history for recently modified tickets on the Recent Ticket History report.

Editing Work History Entries

Follow these steps to edit a work history entry:

1. Click the Work History tab on the right side of the ticket page.
2. Click the edit button for the work history entry that you want to modify.
3. Enter the number of days, and/or hours, and/or minutes worked on the ticket. You can choose to leave this field blank if it is not required.
   Note: You must enter a positive integer in at least one of the fields. Systems Manager adds the time entered here to the total time worked for the ticket.
4. Modify the description of the work performed on the problem ticket.
5. Optional: Select the Do not display this entry in the Customer Service Center (CSC) check box to prevent this entry from displaying in the end user's view of the ticket.
   This option also prevents the work history entry from displaying in any e-mail notifications sent to the end user.
6. Click the Update button to save the work history entry to the problem ticket.
7. Click either the Save & View Details or Save & View Queue button on the ticket page to save the updated work history entry with the ticket.
   Note: You cannot edit a work history entry after you save the ticket.

You can view a combination of work history and change history for recently modified tickets on the Recent Ticket History report.

Deleting Work History Entries

Follow these steps to delete a work history entry:

1. Click the Work History tab on the right side of the ticket page.
2. Click the delete button for the work history entry that you want to remove.
3. Click OK in the confirmation dialog box.
4. Click either the Save & View Details or Save & View Queue button on the ticket page to delete the work history entry from the ticket.
   Note: You cannot delete a work history entry after you save the ticket.
 

E-mailing the Contents of a Problem Ticket

You can e-mail the saved contents of an existing ticket to any e-mail address.

Video: Send E-mail & End-user Replies (3:22)

My Open Tickets

Follow these steps to view a report of open or pending tickets assigned to you:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tickets menu and choose My Open Tickets to display the My Open Tickets report.

The My Open Tickets report lists of all of your open and pending tickets in priority order. The report displays the following information for each problem ticket listed:

• Ticket number
• SLA Summary (if enabled)
  Video: SLA Reporting (4:36)
• Status
• Open date and time
• Age
• Priority
• Category
• Assignee
• Subject

You can click any of the linked headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can also click the ticket number link or subject link for any problem ticket listed to display the details of that problem ticket. To browse the details of other problem tickets, click the previous and next buttons surrounding the ticket number. Click Cancel or Save & View Queue to return to the My Open Tickets report.
Note: If the ticket is at the beginning of the list, the previous button is disabled. If the ticket is at the end of the list, the next button is disabled.

You can also export data from the My Open Tickets report.

Note: You cannot modify the My Open Tickets report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

My Closed Tickets

Follow these steps to view a report of resolved or closed tickets assigned to you:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tickets menu and choose My Closed Tickets to display the My Closed Tickets report.

The My Closed Tickets report displays a list of all closed problem tickets that were assigned to you at the time they were resolved or closed. The report displays the following information for each problem ticket listed:

• Ticket number
• Status
• Open date and time
• Close date and time
• Priority
• Category
• Assignee
• Subject

You can click any of the linked headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can also click the ticket number link or subject link for any problem ticket listed to display the details of that problem ticket. To browse the details of other problem tickets, click the previous and next buttons surrounding the ticket number. Click Cancel or Save & View Queue to return to the My Closed Tickets report.
Note: If the ticket is at the beginning of the list, the previous button is disabled. If the ticket is at the end of the list, the next button is disabled.

You can also export data from the My Closed Tickets report.

Note: You cannot modify the My Closed Tickets report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

Call Distribution Graph

Follow these steps to create a summary report that lists the time-of-day distribution for problem tickets:

1. Under the Help Desk tab, click the Problem Management subtab.
2. Point to the Tickets menu and choose Call Distribution Graph to display the Call Distribution page.
3. In the Start Date field, enter a date or select a date using the calendar button .
4. In the End Date field, enter a date or select a date using the calendar button .
5. Click the Search button to generate the report.

Systems Manager displays the requested report in graphic form, depicting call density over the time period you selected.

Monthly Ticket Trends

Follow these steps to view a report of your company's open and closed tickets for a one-year period, not including the current month:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tickets menu and choose Monthly Ticket Trends to display the Monthly Ticket Trends report.

The Monthly Ticket Trends report displays information in graphic form, depicting the year's trends in the number of opened tickets and closed tickets. Additionally, a delta graph displays the difference between the open tickets versus the closed tickets for a given month.

The report displays the following information for each month:

• Month
• Open ticket counts
• Closed ticket counts
• Delta (closed minus open)

The bottom row of the report includes yearly summaries for each column.

Recent Ticket History

The Recent Ticket History report displays a list of all tickets modified within the past 30 days. This report combines the work history and change history for a quick view at active tickets.

The Recent Ticket History report displays the following information about each ticket:

• Ticket number: the number of the modified ticket
  Click a ticket number to display the ticket details.
• Subject: the ticket subject
• History date: the date of the ticket update
• Author: the end user or specialist who updated the ticket
• Action: the updated field, such as status, category, or assignee
• Work history and change history summary: the first 200 characters of the ticket history
  Click the ticket number to view the ticket details and the complete work history and change history entries

Follow these steps to display the Recent Ticket History report:

1. Click the Help Desk tab.
   
2. Point to the Tickets menu and choose Recent Ticket History to display the Recent Ticket History report.

You can complete the following tasks on the Recent Ticket History report:

• Sort the report data
  Click any of the headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column headings to reverse the sort order.
• View and edit the filters for the report
• Export data from the report

Service Level Agreement (SLA) Overview

There are two parts to the Service Level Agreement (SLA) Summary: initial response and resolution. For each part of the SLA, the SLA Summary displays the SLA time requirement, the SLA status icon, and that amount of time remaining if the SLA is still pending. The initial response SLA information displays on the left, and the resolution SLA information displays on the right:

The SLA Summary displays in the previous format on the ticket view. It displays in the following format on all SLA Summary reports in the SLA column: .

Systems Manager tracks the two basic SLA fields, Initial Assign Time and Initial Response Time, for all tickets regardless of whether SLA is enabled for the company. The values of these fields display on the SLA tab of the ticket view, and you can generate reports on this information. All of the other SLA fields require the Priority/Severity SLA to be enabled at the time of ticket creation.

The following table identifies the SLA statuses: 

State	Description
	Grey indicates that a ticket does not have an SLA.
	Yellow indicates that the SLA is still pending and the elapsed time is below the warning threshold.
	Green indicates that an SLA has been met.
	Orange indicates that the SLA is still pending and the elapsed time has exceeded the warning threshold.
	Red indicates that the SLA was missed.

Your administrator configures these times on the Help Desk subtab under the Admin tab. 

You can view SLA information in other areas of the Help Desk, including the SLA Summary report and the SLA tab on the ticket view.

Video: SLA Reporting (4:36)

SLA Summary

The SLA Summary report displays a month-to-month trending view of all tickets. This report includes all of the tickets opened in each month and illustrates how the service staff performed while working on those tickets.

Video: SLA Reporting (4:36)

You can complete the following tasks on the SLA Summary report:

• Click a number in any column to view a detailed analysis of the tickets
• Sort the report data
  Click any of the headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column headings to reverse the sort order.
• Export data from the report

Note: You can download more reports from the Community. We recommend that you create a folder in the Reports tab for these reports. We also recommend that you enable these reports at the beginning of the month, because tickets created before you enable the SLA are not subject to the SLAs.

SLA Detail Reports

The following reports provide detail views of the information in the SLA Summary report:

• SLA Resolution
• SLA Initial Response Met
• SLA Initial Response Missed
• SLA Initial Response Pending
• SLA Resolution Met
• SLA Resolution Missed
• SLA Resolution Pending

Note: The Pending fields indicate that the SLA deadline is in the future.

Video: SLA Reporting (4:36)

Note: You can download even more reports from the Community. We recommend that you create a folder in the Reports tab for these reports. We also recommend that you enable these reports at the beginning of the month, because tickets created before you enable the SLA are not subject to the SLAs.

Search Tickets

Systems Manager provides two ways for you to search for problem tickets:

• Basic
• Advanced

Ticket Basic Search

To perform a basic search, you must know the number of the problem ticket for which you are searching.

Follow these steps to search for a ticket by number:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. In the menu bar at the top of the page, enter a ticket number in the Ticket Number field.
4. Click the search button to display the search results.

Ticket Advanced Search

Follow these steps to perform an advanced search for problem tickets that meet specific search criteria:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tickets menu and choose Advanced Search to display the Ticket Advanced Search page.
4. Specify a date range for the search:
   Note: If you select the Closed status, the results include all tickets that were closed during the date range (including the start and end dates). Otherwise, the results include all tickets that were opened, resolved, or marked as pending during the date range.
   1. In the Start Date field, enter a date or select a date using the calendar button .
   2. In the End Date field, enter a date or select a date using the calendar button .
5. Select a priority.
6. To select an asset, click the search button in the Asset field to display the Search for Asset dialog box.
   You can also change or delete an asset on the search page.
7. To select an end user for the search, click the search button in the End User field to display the Search for End User dialog box.
   —OR—
   Enter the name of the end user in the End User field and click the search button . If Systems Manager finds one match, the name displays in the End User field. If Systems Manager finds more than one match, you can choose the end user from the search results.
   You can also change or delete an end user from the search page.
8. In the Location drop-down menu, use the down arrow to select a location. The search results include tickets associated with end users at the specified location.
9. In the Department drop-down menu, use the down arrow to select a department. The search results include tickets associated with end users in the specified department.
10. In the Status drop-down menu, use the down arrow to select the ticket status.
11. In the Specialist Assignee drop-down menu, use the down arrow to select the specialist to which the ticket is assigned.
    Select the Include Workgroups check box to include all tickets assigned to the workgroup(s) of which the specialist is a member.
12. In the Workgroup Assignee drop-down menu, use the down arrow to select the workgroup to which the ticket is assigned.
    Select the Include Specialists check box to include all tickets assigned to the specialists that belong to the workgroup.
13. In the Opener drop-down menu, use the down arrow to select the specialist who opened the ticket.
14. In the Last Closer drop-down menu, use the down arrow to select the specialist who last closed the ticket.
15. To select a category for the search, click the search button in the Category field to display the Search for Category dialog box.
    You can also edit or remove a category.
Select the Include Subcategories check box to include subcategories in your search.
16. In the Explanation drop-down menu, use the down arrow to select an explanation.
17. In the Resolution drop-down menu, use the down arrow to select a resolution.
    
18. In the Subject field, enter keywords contained in the ticket's subject.
    Select the Case-sensitive check box to perform a case-sensitive search.
19. In the Description field, enter keywords contained in the ticket's problem description.
    Select the Case sensitive check box to perform a case-sensitive search.
20. Select the Display Detailed Report check box to display a report that includes details about the asset and end user associated with the ticket. Clear the check box to display brief information about the ticket.
21. Click the Search button to display the search results.

Systems Manager displays the Ticket Search Results report and lists the problem tickets that satisfy all specified search criteria.

You can view and edit the filters for the Ticket Search Results report.

You can click any of the headings in the report to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can also click the ticket number link or subject link for any problem ticket listed to display the details of that problem ticket. To browse the details of other problem tickets, click the previous and next buttons surrounding the ticket number. Click Cancel or Save & View Queue to return to the My Open Tickets report.
Note: If the ticket is at the beginning of the list, the previous button is disabled. If the ticket is at the end of the list, the next button is disabled.

You can export data from the Ticket Search Results report.

Note: You cannot modify the Ticket Search Results report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

Exporting Problem Ticket Data

Follow these steps to export problem ticket data for Systems Manager problem tickets:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tickets menu and choose Quick Export to display the Export Ticket Data page.
4. In the Start Date field, enter a date or select a date using the calendar button .
5. In the End Date field, enter a date or select a date using the calendar button .
6. From the Department drop-down list, select a department.
7. From the Priority drop-down list, select a priority.
8. From the Status drop-down list, select Open, Pending, Resolved, or Closed.
9. From the Specialist Assignee drop-down list, select a specialist or select All to include all specialists.
10. Click the Export Data button to display the file download dialog box.
11. Specify a location and save the file.

Tasks

A problem ticket can have one or more tasks associated with it. A task is described by its type, name, description, percent of the work completed, and the specialist or workgroup to which it is assigned. Tasks can help keep track of the workflow related to a problem.

You can add, edit, and remove tasks when creating or updating tickets. You can also edit tasks from any task list. You can even search on tasks.

Adding Tasks to a Problem Ticket

Follow these steps to create a new task for a problem ticket:

1. Click the Tasks tab on the right side of the ticket page.
2. Click the Add Task button to display the Add Task page.
3. Enter the following information about the task:

• Task type
• Task name
• Description
• Percent complete
• Assignee

Note: All fields except Description are required, and Percent Complete must be an integer between 0 and 100.

Click the Add button to add the task to the ticket and return to the ticket page.

Click the Cancel button to return to the ticket page without adding the task.

Note: Systems Manager does not save the task until you save the problem ticket. When you save the ticket, Systems Manager notifies specialists other than the currently logged in specialist via e-mail that a task was assigned to them or to a workgroup of which they are members.

Editing Tasks from a Problem Ticket

Follow these steps to change the name, description, or percent complete of a task, or to assign it to a different specialist or workgroup:

1. Click the Tasks tab on the right side of the ticket page.
2. Click the Edit link located next to the task.
3. Update the information on the Edit Task page, and click Save to apply the changes to the task.

Note: To indicate that a task is complete, enter "100" in the Percent Complete field.

Note: Systems Manager does not save the changes to the task until you save the problem ticket. When you save the ticket, Systems Manager notifies specialists other than the currently logged in specialist via e-mail that a task was assigned to them or to a workgroup of which they are members. Systems Manager notifies the problem ticket assignee(s) of any tasks that are marked as complete.

Editing Tasks from a Task List

Follow these steps to change the name, description, or percent complete of a task listed in My Tasks or another task list:

1. Click the task name link to display to the Edit Task page.
2. Update the information on the Edit Task page.
3. Click Save to apply the changes to the task.

Note: When you save the task, Systems Manager notifies specialists other than the currently logged in specialist via e-mail that a task was assigned to them or to a workgroup of which they are members. Systems Manager notifies the problem ticket assignee(s) of any tasks that are marked as complete.

Removing Tasks from a Problem Ticket

Follow these steps to remove a task:

1. Click the Tasks tab on the right side of the ticket page.
2. Click the Remove link next to the task description.
3. Click OK in the confirmation dialog box to remove the task from the ticket.

Note: Systems Manager removes the task permanently only when you save the problem ticket.

My Tasks

Follow these steps to view a report of incomplete tasks assigned to you, sorted by percent complete:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tasks menu and choose My Tasks to display the My Tasks report.

The My Tasks report displays a list of all incomplete tasks assigned to you (or any workgroup of which you are a member) sorted by percent complete. The report displays the following information for each task listed:

• Percent complete
• Name
• Description
• Assignee
• Task type
• Ticket number

You can click the task name link for any task listed to display the details of that task. You can click the ticket number link to display the details of that problem ticket.

You can click any of the linked headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can also export data from the My Tasks report.

Note: You cannot modify the My Tasks report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

Task Advanced Search

Follow these steps to perform an advanced search for tasks that meet specific search criteria:

1. Click the Help Desk tab.
2. Click the Problem Management subtab.
3. Point to the Tasks menu and choose Advanced Search to display the Task Advanced Search page.
4. In the Name field, enter a name (or the first few letters of a name). Select the Case sensitive check box to perform a case-sensitive search.
5. In the Description field, enter a space-delimited list of description keywords for the search. Select the Case-sensitive check box to perform a case-sensitive search.
6. From the Specialist Assignee drop-down list, select the specialist to which the task is assigned. Select the Include Workgroups check box to include all tasks assigned to the workgroup(s) of which the specialist is a member.
7. From the Workgroup Assignee drop-down list, select the workgroup to which the task is assigned. Select the Include Specialists check box to include all tasks assigned to the specialists that belong to the workgroup.
8. From the % Complete drop-down list, select an operator and enter a number for the % field.
9. From the Task Type drop-down list, select a task type for the search.
10. In the Ticket Number field, enter the ticket number of the owning ticket for the search.
11. Click the Search button to display the search results.

Systems Manager displays the Task Search Results report and lists the tasks that meet all specified search criteria.

You can view and edit the filters for the Task Search Results report.

You can click the task name link to display the details of that task. You can click the ticket number link to display the ticket. You can also click any of the column headings to sort the information based on that heading. The arrow next to the heading indicates whether the sort order is ascending or descending. Click the column heading to reverse the sort order.

You can export data from the Task Search Results report.

Note: You cannot modify the Task Search Results report; however, you can click the Save As button to use the report as a template from which to build a customized report to save and reuse in your report library.

Problem Management Reports

The problem management reports section includes a list of report folders, ordered alphabetically. This list includes a set of pre-defined reports, contained in the Ticket Reports folder, as well as any custom report folders that contain the reports available to you. You can click the links in the reports to display detailed views of the information.

The Ticket Reports folder includes the following pre-defined reports:

• The All Closed Tickets report lists all of your company's closed problem tickets.
• The All Open Tickets report lists all of your company's open problem tickets.
• The Average Resolution Time by Priority report lists the average ticket resolution time, sorted by priority.
• The Closed Ticket Totals by Resolution report lists the number of problem tickets, sorted by resolution.
• The Ticket Survey Results report aggregates the end user survey results by rating and allows you to view the survey results filtered by survey rating. This report includes responses to both the default survey question and to any custom survey questions.
  
• The Ticket Survey Summary report lists the number of tickets closed, the number of end user surveys sent, and the number of responses received. Systems Manager groups this information by the month in which it sent each survey.
  Note: If you add custom survey questions, columns for responses to those questions also display in this report. If you clear a custom survey question, the results remain in the database but the column no longer displays in the report.
  Video: Multi-question End-user Surveys (2:03)
  Click a survey number link to view the Ticket Survey Sent report, or click a response number to view the Ticket Survey Responses report. These reports provide more detail about the surveys and tickets with which they are associated.
  Note: Because you can send a survey as many times as a ticket is opened and closed, the number of surveys sent can exceed the number of closed tickets in this report.
• The Ticket Totals by Priority report lists the number of problem ticket totals organized by ticket status and sorted by priority.
  
• The Top 10 Open Tickets report lists the top 10 open tickets in your company, sorted by priority.

Click the Edit button to modify any of these reports. To edit, create, and delete custom reports, go to the Reports tab.

Follow these steps to view a report from the problem management reports menu:

1. Click the Help Desk tab.
   The Problem Management subtab displays by default.
2. Point to the Reports menu to view the report folder list.
3. Point to the report folder you want to view and then choose a report to display.