Depending on how the Desktop has been set up, you can use the End User Desktop to submit and view incidents, changes, and purchase requests, view problems, search for and view knowledge entries, view headlines and FAQs, and access URLs. The links that display and available options depend on how the
Desktop is configured. Therefore, the feature names below may be labeled differently
on your Desktop.
Use any current version HTML-compatible browser to access the End User Desktop.
Logging In and Registering
Logging in may be required before you can submit or view incidents.
Use the Register option to enter your contact information and set up a login.
Note that the login password field is case sensitive. Options may exist
for changing your password or resetting your password.
Submitting and Viewing Incidents
A Login dialog may display before you can create an incident. If it does
not appear, you can submit an incident without logging in; however, you'll need
to complete the Name and Email fields. The fields that appear when submitting and viewing changes depend on how the Desktop is configured; when viewing an incident, an Update link may be included for sending an email with update information.
You may be required to log in or enter your email address in order to
view your incidents.
Approval cycles may require incidents to be approved by designated approvers.
Submitting and Viewing Changes
Change functionality is used to record and track requests related to services and assets. The fields that appear when submitting and viewing changes depend on how the Desktop is configured; when viewing a change, an Update link may be included for sending an email with update information. A change can be associated with a problem or with incidents, purchase requests, assets, and other changes. Approval cycles may require changes to be approved by designated approvers.
Viewing Service Contracts
Service Contract functionality tracks and restricts incidents and changes for customers, companies, and/or assets. Contracts can be configured based on work item count (a specified number of incidents and/or changes), hourly count (a specified number of hours), duration (timeframe in days), or both (limiting the number of incidents and/or changes within a specified daily timeframe). A service contract can be assigned to one or more customers, companies, or assets.
Viewing Problems and Known Errors
Problem functionality documents and tracks the root cause of incidents. The fields that appear when viewing problems depend on how the Desktop is configured. When a workaround and/or root cause is entered in a Problem record, the Problem record is designated as a Known Error in reports and views on the End User Desktop. Incidents, changes, purchase requests, and assets can be linked to a Problem record.
Submitting and Viewing Purchase Requests
Purchasing functionality tracks products and services. Approval cycles may require purchase requests to be approved by designated approvers; if a purchase request is not in an approval cycle, it will become a purchase order when the record is saved. The fields that appear when submitting and viewing purchase requests depend on how the Desktop is configured. Purchase orders can be associated with a problem or with incidents, changes, assets, and other purchase requests.
Submitting and Viewing Service Requests
Service Catalog functionality enables requests of services, products, policies/procedures, etc. from a multi-level list. Each request will result in creation of a Purchase Request or Change record. The fields that appear when submitting and viewing a service request depend on how the Desktop is configured. Access to an entire service catalog or individual service catalog entries may be restricted to specific customer and support representative groups.
Searching for Information
Use the Knowledge Base option to search for knowledge
entries with specified words in the description
or resolution; entries are returned if a match is found with any word in the phrase; different tenses of words are also used in the search. Use the Advanced Search link to display fields for searching knowledge entries associated with one or more categories and/or search specified knowledge entry fields.
Use the Frequently Asked Questions option to view a
list of frequently asked questions. Click on the Read link next to a question to
display the answer.
Viewing Headlines
Click on the Read link next to a headline to view details.