Record Examples
Record examples are added to the system to illustrate the workflow.
- User Queries are created by the users of the Self-Service Portal with Ask a question option.
- Service Requests are created by the users of the Self-Service Portal from the Service Catalog. They initiate a service action.
- Incidents are created by the users of the Self-Service Portal with Report an incident option.
- Change Requests are created by the employees from the problems and incidents after initial processing for the system to be improved according to the request.
- Problems are created by the employees from the incidents after initial processing to send the problem to the specialist capable of solving it.
All types of records can also be added by the employees directly from the agent interface.
Demo user queries
| Subject | Description | State | Related records |
|---|---|---|---|
| Consultation | Good afternoon! I have a question about an IT-consultation. Is it possible to include me in a meeting with Olga Andreeva? | Processed | Service request "IT Consulting 2023-09-29 15:07:18" |
| Lost access | Good afternoon. When I try to log in to the agent interface, the system informs me that my account is blocked. Please help me to restore access to my account. | Processed | Incident "Access lost" |
| There are some errors in the Knowledge Base | Hello! How often do you update the information in the Knowledge Base? | Unprocessed | - |
Demo incidents
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| The laptop screen went black during a meeting | 5 minutes after connecting the laptop to the monitor in the meeting room, the screen spontaneously went out. | Access to Network Resources | In progress | - |
| Lost access | Good afternoon. When I try to log in to the agent interface, the system informs me that my account is blocked. | Please help me to restore access to my account. | Access to Network Resources | Assigned |
| Problems with closing the app | When the app is in full-screen mode, the top of the screen is cut off. You can’t close the app by clicking the cross in the top right corner. | Software Installation or Upgrade | Closed | - |
Demo service requests
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Consultation 2023-09-29 15:07:18 | Good afternoon! I have a question about an IT-consultation. Is it possible to include me in a meeting with Olga Andreeva? | IT Consulting | Closed | Incident "Consultation" |
| IT Infrastructure Setup with Access control system, Network hardware, Servers/Data storage system | Hello! I want to order IT infrastructure setup | IT Infrastructure Setup | Registered | - |
| Ordering or Replacement of Equipment (type Order additional equipment) | Please give me an additional monitor | Ordering or Replacement of Equipment | In progress | - |
Demo change requests
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Time spent report | Please create a report on the roles given in the system that can be downloaded. A separate page is required | Workplace | Completed | - |
| Automatic group reassignment | Please set up automatic reassignment of the requests from the Cloud Service category to the Technical Customer Support group. A new group should be formed from employees according to the list | Cloud Service | In progress | Change tasks:
|
| Request forms in the system | Good afternoon! Please create new request forms for services of the Workplace category | Workplace | Registered | - |
Demo problems
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Lost access | Good afternoon. When I try to log in to the agent interface, the system informs me that my account is blocked. Please help me to restore access to my account. | Access to Network Resources | Postponed | Incident "Lost access" |
| The equipment is unavailable at the site in Moscow | A common problem in Moscow related to power blackout | Cloud Service | Registered | - |
| Laptops randomly reboot when connected to the network | I can’t use the service catalog. Please give me a direct link to the necessary request or help with the problem. My laptop keeps rebooting when connected to the network – I can’t work normally. | Workplace | In progress | - |