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Request Management in Nimsoft Service Desk ................................................................................................ 156 Request Management - Functions ........................................................................................................................... 157 List Service Requests ......................................................................................................................................... 158 Log Service Request .......................................................................................................................................... 158 Log Request Using Template ............................................................................................................................. 159 Search Requests ................................................................................................................................................ 159 Reports .............................................................................................................................................................. 160 Handling Service Requests ....................................................................................................................................... 161 View Service Requests ...................................................................................................................................... 161 Log New Ticket .................................................................................................................................................. 161 Modify Existing Tickets ...................................................................................................................................... 161 Assign a Service Request ................................................................................................................................... 161 Manage Ticket Relationships ............................................................................................................................ 162 Create Incident, Problem or Change Ticket ...................................................................................................... 162 Create Task Tickets............................................................................................................................................ 162 Send Communications from the ticket ............................................................................................................. 162 Add Updates to the Ticket ................................................................................................................................ 163 View Activity Detail on Tickets .......................................................................................................................... 163 Monitor SLA Compliance on the Ticket ............................................................................................................. 163 Update a Solution to the Ticket ........................................................................................................................ 163 Add Solution to Knowledgebase. ...................................................................................................................... 164 How Do I ................................................................................................................................................................... 164 Frequently Asked Questions .................................................................................................................................... 166 Chapter 9: Incident Management 167 Overview .................................................................................................................................................................. 167 About Incident Management ............................................................................................................................ 167 Incident Management Life-cycle ....................................................................................................................... 167 Incident Management in Nimsoft Service Desk ................................................................................................ 168 Incident Management - Functions ........................................................................................................................... 170 List Incidents ..................................................................................................................................................... 170 Report Incident ................................................................................................................................................. 171 Report Incident Using Template ....................................................................................................................... 171 Search Incidents ................................................................................................................................................ 172 Reports .............................................................................................................................................................. 172 Handling Incident Tickets ......................................................................................................................................... 173 View Incident Tickets ........................................................................................................................................ 173 Report an Incident ............................................................................................................................................ 174 Modify Existing Incidents .................................................................................................................................. 174 Assign an Incident Ticket ................................................................................................................................... 174 Manage Ticket Relationships ............................................................................................................................ 174 Contents 9
