1. New Interaction
1. Service Desk
2. Interaction Queue
3. Register New Interaction
4. Fill out form
5. If solve problem, Close
6. If cannot solve problem, Escalate
button
Interaction Queue
1. Service Desk
2. Interaction Queue
3. Queue: Interaction
4. View: “My location self service”
5. Status column
6. Open – Idle > we need to process
Incident Queue
1. Service Desk
2. Interaction Queue
3. Queue: Incident
4. View: “Open Incidents Assinged to my
Assignment Group”
5. Assignee: No Name
6. SDU: “GHD-Technical”
7. Alert Status column: “Open”
8. Status column: “Open”
9. If Open/Open, double-click to work on
Knowledge Base
1. Service Desk
2. Search Knowledge
3. Type search term
4. Click “Search”