Support - Tutorials

 

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CCS SERVICE REQUEST TUTORIALS

Introduction to the Application

End-User - Submit and Review Tickets

Service Desk Staff - Overview of Service Desk functions

Assets - Overview of the Assets option

Setup and Configuration:

Setup Overview

Setup Categories and Types

Notifications Setup

Defining Alerts

User Groups and Permissions Setup

Behind the scenes Webparts Videos

User Property Field
Sets which properties from Active Directory are pulled into the ticket
Smart List Pro
Sets tabs and tab permissions on list items, such as tickets
Associated Tasks Field
Associates tasks with a ticket
Color Field
Allows list items to show up in different colors in list view according to criteria you set
Connected Field
Pulls in information from other lists as well as allows cascading lists
List Search
Used to search and filter on list items
PivotPoint
Used in dashboards and reports
Zone Tabs
Sets up tabs in list view to better sort the list items
Smart Alert Pro
Set Advanced alerts and reminders on Lists and Items
Charts webpart
Create charts on dashboard or other workspaces

Customization:

Customization Rules (what not to change)

Ticket Form Customization

Ticket List Views

Role-based Workspaces (Staff and Manger)

Advanced Alerts

Workflows

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