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There are four basic ways you can look for open issues to work on: by creating a new issue, or with queues, dashboards, or filters.

First, log in!

  1. Go to help.brandeis.edu
  2. Click on Service Desk Team in the lower right 
  3. Read that page at least once (it's important)
  4. Click to Log in to Service Desk (alternatively, just go to help.brandeis.edu/help

Creating an issue

To open an issue (e.g. for someone who calls you to report an issue):

  • Click the blue Create button at the top of the screen

Learn more.

Queues

Queues in Service Desk aren't the same as queues in RT. In Service Desk, they are sort of like saved searches that anyone in the entire Service Desk can look at.

  1. Go to Service Desk in the nav bar
  2. Click on your Service Desk
  3. Navigate through the queues at the left. For all Service Desks except for Technology Help Desk, these queues are set up by issue type. Want to see something different? One of your Service Desk Administrators can edit what queues are visible.

Remember that queues are specific to one Service Desk. So, if you handle tickets in multiple Service Desks, you may want to set up your dashboard to look at issues in multiple Service Desks.

Learn more about team queues.

Dashboards

The dashboard is the homepage that you see right after you log in. You can use the default System Dashboard or make your own. If you've made your own, you can share it with just people in your Service Desk or to anyone in the organization.

Dashboards are handy to use if you want a customized view into your own issues, compared with queues, which are set up for the entire Service Desk.

Here are some things you can put on a dashboard:

  • A saved search / filter (see below)
  • Issues assigned to you
  • Recent activity stream

Check out these 5 steps to build a killer dashboard, including this pro tip: "Avoid dashboard blindness! When you start with too much information, it’s like highlighting every sentence in the entire book. Start small, then tweak and evolve your dashboard over time."

Filters / Search for Issues

You can do a one-time search and never use it again. Or, you can search and then save that search to use it later. Read more about Searching for Issues, about Basic Searching, about Using Quick Search, or about Advanced Searching.

Do a very basic search:

  1. Click in the Search box in the upper right
  2. Type in any word to do a full-text search, or an issue number (e.g. THD-7) to see a particular issue
  3. If you want to save the search, click Save as

  4. Give your search a Filter Name; that saved search is now a Filter

Or do a more complex search:

  1. Go to Issues in the nav bar
  2. Click on Search for issues
  3. Search for issues (Basic allows you to pick search criteria from a drop-down; Advanced allows you to type in your query)
  4. Check out your results
  5. Click the little hamburger button (three lines) right below Tools to switch between Detail view and List view
  6. If you want to save the search, click Save as
  7. Give your search a Filter Name; that saved search is now a Filter

Once you have a Filter, you can:

Getting Emailed about Issues

In general, we recommend that people use the Service Desk interface to triage issues. If you need to get emailed about new issues / changed issues / issues that might need your attention, however, you first set up a Filter (see above), and then you subscribe to get emailed on a certain schedule and whenever those conditions are met. Here are a few examples:

  • Get emailed about the issues that were created in the last hour:
    • project = ADM AND issuetype = "Library Systems" AND created >= "-1h"
    • And then you'd subscribe to that filter to get emailed every hour
  • Get emailed about the issues that are unassigned and thus might need your attention
    • project = ERP AND issuetype in ("Waiting Room","Data Warehouse") AND assignee is EMPTY AND status != Closed
    • And then you'd subscribe to that filter to get emailed once a day, or once an hour, or on some other interval
  • Get emailed about the issues that are assigned to you and not Closed
    • assignee = currentUser() AND status != Closed
    • And then you'd subscribe to that filter to get emailed once a day or on some other interval