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LANDESK Service Desk Tips & Tricks

General Service Desk Tips

  • The current configured version of LANDESK Service Desk (Phase 1) is only a base configuration.  It is simply to mimic Remedy as it used today.  Phase 2 and beyond of the implementation will begin to address more specific asses such as reporting, the Knowledge Base, etc.
  • Service Desk times out after being idle for one hour.  When this occurs, simply log in again.
  • Your screen resolution on your browser affects the interface display of Service Desk.
  • Recommended browsers are the latest versions of Google Chrome and Firefox.  Internet Explorer 10 and higher work, but make sure you are not running compatibility mode as this hides some features (such as the Web Desk link).
  • You create tickets under Self-Service view and manage tickets assigned to your group under Web Desk view.
  • By default, all tickets displayed in Service Desk are organized by ticket number with the newest at the top.  You can easily resort this display by selecting the various column headers.
  • Quick Links on the Self Service page cannot be customized per department and are the same for all users of the system.
  • There are no macros in Service Desk to automate ticket creation.
  • LANDESK operates on a 24 hour time clock.
  • Student workers who work for IT support departments will need to have special access granted for them to have an analyst role in Service Desk.  This access can be requested by submitting a request to the LANDESK team in Service Desk (under Application/System).
  • The Search box on Self-Service view searches the Knowledge Base.  The Search box on Web Desk view allows you to perform a search for Incidents or Requests by inputting the ticket number.
  • My Open Tickets on Self-Service are not your group's assigned tickets.  These tickets are any Incidents or Requests that you have submitted on behalf of yourself (as the customer).
  • There is a flow chart button available for individual tickets (viewable only from the Web Desk).  The information provided will vary between Incident and Service Request.
  • If you are a member of multiple groups in Service Desk, by default all Incidents and Requests will display on Web Desk view for all groups that you are a member of.  You can change which group you are "signed in" as by clicking on the group name on the top-right hand corner of Web Desk view.  This should allow you to toggle between groups are a member of.
  • Eventually, there will be an automatic survey sent out from Service Desk immediately following a ticket resolution.
  • Records retention for Service Desk is one year for both Incidents and Requests.  Record retention for Remedy tickets will be 365 days worth of data.
  • When viewing an Incident or Request be sure to select Cancel at the top in order to release this Incident or Request in the system.  If you close your browser window or tab and you have an open Incident or Request, this will prevent other analysts from accessing this Incident or Request until you release it.

Submitting an Incident or Request

  • On an Incident or Request form, the fields listed in yellow are required fields.  These fields will vary based upon the category selected on the ticket.
  • User field on the Incident form is the customer (the affected End User).  On the request form, this field is titled Requested by.  If you are submitting an Incident or Request for yourself, you can leave this area blank as it automatically pulls your information since you are signed in.
  • Alternative contact information can be entered for the user, but is not saved in the system.  For future tickets, this information will need to be re-entered.
  • On the request forms, there is Requested for field.  This field is utilized when a customer is submitting a request on behalf of a separate individual (say a supervisor requesting access for an employee).
  • The Special Instructions field is customized based on the category selected.  If you own specific categories and wish to customize this field, please submit a request to LANDESK under "Application/System".
  • Suggested Group will pre-populate with a specific group.  If you wish to change this group select the drop-down and re-assign to a different group.
  • Source field is mandatory and indicates how this Incident or Request was reported to you as the analyst.
  • By checking the Resolve on Creation? the End User receives a generic Resolved email with no customized resolution.  This action also DOES NOT assign the Incident or Request to you or your group (only to the suggested group).  if you wish to send a customer resolution, or to verify that this ticket was assigned to you as a technician, use the Assign To Me and Resolve  actions after saving the ticket.
  • Save is only at the top of the form.  If you do not save the current ticket and your session times out you will lose the information entered.
  • Once Save or Save and Close is selected when creating an Incident or Request, the description field will be grayed out permanently.  This restricts the End User or other analysts from changing information in this field after the Incident or Request is being worked on.
  • A ticket number is assigned whenever you Save or Save and Close the new Incident or Request.

Updating or managing a saved Incident or Request

  • When first created and saved, Incidents and Requests automatically move to an In Progress status.
  • If you convert an Incident to a Request (or vice versa) the current ticket will resolve and will notify the End User via email, citing the resolution and the new ticket number (for the new Incident or Request).
  • Attachments can be added by the analyst and the End User.  The attachment size limit is 3MB, but there is no restriction to the number of attachments that can be added to a ticket.
  • Supplemental Information is a mandatory field on some specific categories that requires some sort of value to be entered once a new Incident or Request is saved.
  • If there is supplemental information that is not submitted at the time the ticket is created by the End User, the ticket moves immediately to a With Customer.  This notifies the End User that they are required to fill in the supplemental information.  After, they enter this information, a notification is sent back to the analyst and the ticket moves to an In Progress status.
  • To re-assign a ticket to another group or technician, click the action Change Assignment.  You can easily find the group you are trying to assign to by typing in the group name in the drop-down field, which will generate all matching groups in the system.
  • When re-assigning a ticket, if you are trying to assign to a specific analyst and do not know what group they are a member of you can type in the analyst name in the Analyst field and select them from the list, this will then generate all groups they are a member of in the Group field.
  • Make sure you indicate which Group you are logged in as (top right corner of Web Desk view) before you select Assign To Me on a particular ticket.  This will ensure that you are assigning this Incident or Request to you in the proper group.
  • Remind Me allows you to set up an email notification to be sent to you in the future to remind you to check back in on the specific Incident or Request.
  • At any time, the Category can be changed on an Incident or Request.  This change is not indicated anywhere in the ticket history.
  • At any time, the User (submitter of the ticket) can be changed.  This change is not indicated anywhere in the ticket history.
  • Any actions taken on the ticket will generate a new tab at the bottom of the ticket, displaying the audit trail for that action.
  • You do not have to be assigned to a ticket in order to Watch an Incident.  However, it assigns a Task to you.  The assigned analyst will not be able to resolve this Incident or Request until this task is completed or you stop watching the Incident.
  • Any analyst can see any Note added on an Incident or Request unless the note is marked Private.  A note marked Private is only hidden from the End User.
  • When adding a Note if "notify customer" and "is private" are both checked, this will send an email to the customer with the private note included, but will not display the note on the ticket in Service Desk.
  • If a non-assigned analyst or an End User enters a new Note, it will alert the assigned group (or analyst it assigned) via email.
  • When the End User replies to an email notification it will automatically create a Note in the ticket.

Queries Tips

  • When searching for Incidents or Requests using Queries, it is suggested you use wildcards when searching by full name.  Use the % symbol when searching for users first and/or last names in order to generate the most specific results.  For example: %Joe% %Smith%
  • The Queries section is a work in progress and is being updated daily, thus the search terms may change based upon configuration changes.