Tasks
The Service Desk module provides incident management, problem management, and change request tracking for your IT assets. Use the Service Desk menu to access the dashboard and manage all service-related activities.
Overview
The Service Desk integrates tightly with the asset register, so incidents, problems, and change requests are always linked to the assets they affect. This gives you a complete picture of each asset's service history alongside its hardware, software, and financial data.
Note: The Service Desk module is toggleable -- it can be enabled or disabled via the settings icon (top right of the screen). Some organisations do not use it if they already have a separate service desk tool.
Service Desk Dashboard
The dashboard is the starting point for all service management activities:
Viewing Outstanding Tasks
Navigate to Service Desk > Incident Management to see outstanding incidents and tasks:
Click the description of any entry to open the Service Entry screen:
The Service Entry Screen
The Service Entry screen is where you manage an individual incident or task. Key areas include:
Related Assets
The Relationships > Related Assets tab shows which assets are affected by this incident:
Comments
Add notes and updates about the incident in the Comments tab:
Priority
Each incident has a priority level that determines the order in which tasks should be addressed:
Configuring Priority Levels
To manage the priority list, navigate to Service Desk > Service Data > Service Priority:
Click New... to add a priority level. The Service Priority Sort Code determines the criticality ranking -- higher values indicate higher priority. Default values:
| Priority Level | Sort Code |
|---|---|
| Low Priority | 1000 |
| Business Critical | 5000 |
Key Actions
| Action | How |
|---|---|
| Assign an incident | Set the Caller and Assignee fields in the Service Entry screen |
| Close an incident | Click Close This Task in the Service Entry Action Menu (bottom of screen) |
| View similar incidents | Use the Similar tab to see tasks for the same asset, caller, or assignee |
| Track downtime | Use the Impact tab to set downtime start and end dates for planned maintenance |
The Similar tab is particularly useful for identifying recurring problems that may need deeper investigation rather than a quick fix.
Chapter Structure
| Page | What It Covers |
|---|---|
| Adding New Incidents | Three methods for creating incident records |
| Completed Incidents | Reviewing resolved incidents for audit and analysis |
| Problems | Root-cause tracking that links multiple incidents |
| Change Requests | Formal change management with sub-tasks |
Related Articles
- Email Notifications — automated alerts for service desk activity