Estado de situación financiera con las variaciones en cuanto al aumento de la

Under the General Details page you can see the title and the body of the Service Request, the dates of all correspondences relating to this request, its category, priority, who it was sent to, the general details of the submit user, and various other details. You can browse between the Service Requests in your helpdesk list by clicking the Next/Previous arrows next to the title of the current Service Request.

The General details form of a Service Request can be customized to include more suitable fields. To learn how to customize a form in SysAid, look at

chapter 7 Advanced Configurations, under Customize the form in this guide.

You can edit the user to whom the request is assigned, by selecting the name of the user form the dropdown menu or the More popup Users list. You can also select the administrator group to whom the service request is assigned. When you change the administrators group, SysAid will automatically show in the Assigned to dropdown menu only administrators that belong to the new group

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you have selected. To enable this option go to Preferences Service Desk Settings General Settings and check the box .

From this page you can also turn the service request into a FAQ for your end users Self Service Portal, or a knowledgebase item, for other administrators. It is advisable to use this option in order to save time and effort. Service requests that tend to repeat themselves can be added to the list of frequently asked questions, to allow your end users to independently solve their problems, and at the same time be stored in your knowledgebase, so your administrators team could refer to it in the future.

You can also Upload and download items from the community to your local SysAid with a simple click!

http://ilient.com/Sysforums/forums/sysaidinterfaces.page

Each service request within SysAid contains a portfolio of information, which is divided into six pages. Each of these pages can be viewed by clicking on the

named tab: General Details, Description, Solution, Activities, Messages and

History. Tab names can be changed; tabs can be removed, or you can add your

own new tabs. To learn more about creating new tabs, please check chapter 7

in this guide, under: Create a New Form Tab in the Help Desk Interface using

the Customize icon

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24 The Solution tab

This screen provides two free text areas: Resolution and Solution. These can

be used by the administrator who handles the service request. As resolution, write the cause of the problem. In the Solution text area, describe how to fix the problem. These fields, too, are significant in searches.

If you click on the Search Knowledgebase link, SysAid will search for service requests with similar details. You can use the other links to send a message to the request user, or to add this service request to your knowledgebase.

Next to the request user and the submit user names you can see a few icons that allow you to perform various actions:

Click the Show Details icon to see and edit the full details of the user in a

popup screen.

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Click the Chat icon to initiate a chat session with the user. 4818 While chatting, click the paper clip icon to send an attached file.

Click the icon to perform a remote control with the submit user or the request user.

Activities

On this screen, an administrator can record the hours spent on a particular service request. For each session of your work enter the Start time and End time. The amount of time spent is calculated automatically by SysAid. Provide a description of the work carried out and click Add. If a chat has an attached service request, the chat can be logged as an activity in that service request. The activity start time is when the chat is accepted, and the activity end time is either when the chat closes or when the administrator releases the chat. (See Preferences  General Settings to enable this option.)

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Under this tab you can find all the messages sent and received regarding the service request in question. The messages are automatically time-stamped by SysAid.

You can decide whether you wish to see the automatic notifications related to this service request or not. SysAid is able to distinguish between messages and automatic notifications, and you can see them separately by clicking the button

Show/Hide automatic messages.

All outgoing and incoming emails regarding a specific service request can be found under the messages tab. In order to see them, you need to make sure you have sent emails from within the service request. Then, all the outgoing emails you have sent to end users, and all their replies to you, will be listed here. To learn more about configuring incoming email messages, please

check in Chapter 7 in this guide: Replying to Service Requests

History

The History screen supplies the record of a particular service request. The creation of the service request and every change made to it since, are documented here. The user who created or changed the service request, and the time he/she did so are also recorded on this page.

Related Items

Under the Related Items tab you can view and edit all the items related to this incident. A table with a list of related items is presented at the bottom of the

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page. At the top of the page, you can create a new link to a main item, by selecting form your lists. The main item is directly influenced by the issue in the incident, and the other items are connected to the main item, and are expected to be influenced vicariously. To add a linked asset or a linked CI attachment, click the Change button and make your choice from the popup screen. Use the dropdown menus to select a project or a task to link the incident to. In case you wish to link this incident to another incident, insert the ID of the service request in the pane.

Click OK/Apply to save your change.

The main item will appear in the table on the bottom of the page.

To create a new link to an item that is not a main link, choose from the dropdown menu in the frame, "Add a new link, of type:" and then select form the popup menu the item you wish to link the incident to.

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You can create hierarchies between service requests by inserting the 'Parent ID' for a service request, which will define it as a child request of the request you have specified. This will mean that the status of the parent request will influence the status of the child requests, and you will be able to see the connection to the child/parent requests from within any of these related incidents. When closing a service request that has child service requests, the solution field will be copied from the parent to its child service requests.