1. Interactions
1. Service Manager
2. Service Desk > Interaction Queue
3. Queue > Interaction
4. View: My Location Self Service
Interactions
5. Click on “+” Location
6. Double click on SD#
7. Read Description
8. Category
9. Choose category, eg: request for
info
10. Choose Area
11. Choose Subarea
12. Impact: Enterprise, Site/Dept,
Multiple Users, User (description
will guide the decision)
13. Affected Service
14. Choose from sub-list, eg: Telephony
15. Affected CI > Click on sublist
16. Click “Escalate” button
17. Click “Open New Incident” button
18. Details page
19. Put in “GHD-Technical”
20. Check Status: Open-Idle
21. Go to “Related Records” section
22. Double click on IM#
23. Type “NYHQ – “ at beginning of Title
24. Assign Group according to list below:
25. Select
26. Save and Exit 2 times