So we then have to manually change the refresh back to "1 minute". The other issue that some of us encounter is that the Refresh will change itself from "1 minute" to "Disabled" and then it stops refreshing the view so that we no longer see new tickets. Sometimes I have to do this 3 times before it sticks and saves it. So then I have to select it again and click on save. I select the option then click the save button and it doesn't save the option. This is particularly true when selecting an option from a dropdown, such as selecting a tech for the ticket or selecting "closed" to change the ticket status. And sometimes I have to try 2 or 3 times to make a change in a ticket and save it, as it doesn't save the change. So then I have to close and reopen the view of the ticket and try again. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note. In both ServiceNow and Service Desk, you can have your PCs in it and then tie that to the user or the ticket. It doesn't have a way to put PCs into it and tie to the user or ticket that I can see. It could be more intuitive, it doesn't have as many features has either Service Desk did or ServiceNow, which I used prior to Service Desk. This is less intuitive as far as understanding how to use the interface. It was a little more intuitive to use as far as understanding how to respond in the ticket and get an email to go to the user, things like that. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds. The interface feels clunky to me compared to some other systems that I've used. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.Control change management, It regulates and manages change requests through automated approval workflows and panel voting options. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management.
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