Tracking items

Depending on a user's permissions, Incidents, Problems and Change Requests can be tracked in the following ways:

End-users can follow the progress of the items they have created.
Users that are named as departmental managers can get a breakdown of outstanding items for their department.
ServiceDesk Operators can see which items are personally assigned to them and their department.
Administrators can view all items.

The Preferences option enables you to specify the default start page for each user. When the user logs on, they can be directed to either a summary of the outstanding items applicable to them or taken straight to the item lists.

You can also use the search options available on the Home tab to find specific items. You can enter the reference number or use the quick find option to find items of a particular type.

Alternatively, select the Lists tab and use the available options to navigate to the item lists. Closed items can be viewed by selecting Show Closed from the toolbar.