HELP FILE

Access Overview and Recent Activity

The Service Desk home page consists of the overview dashboard and the recent activity tab.

Overview Dashboard

The overview dashboard shows an all-encompassing view of the items on the account (either in global view or single-service view) that allows you to see all open incidents, problems, changes and releases for which you are the assignee. Select "Show watchlist" to also view items for which you are on the watchlist (but not the assignee). Use the drop-down menu in the top-right to select the global view or single-service view. See Access Dashboards and Dashboard Queues for more information about dashboards.

The overview dashboard allows you to get an idea of what has been happening and what needs to happen with your services using the following sections:

  • What's To Do – View a list of incidents and other open items pending actions.
  • What's Been Happening – View a summary of the most recent account activities, such as creating and updating incidents or adding knowledge articles.

Recent Activity

The recent activity tab shows an all-encompassing view of the activity history for the account (either in global view or single-service view). It allows you to see an activity history that displays the recent work done on the account. Select "Show watchlist" to also view items for which you are on the watchlist (but not the assignee). Use the drop-down menu in the top-right to select the global view or single-service view.

The recent activity tab allows you to get an idea of what has been happening with your services by breaking the activity history into "Activity this week," Activity last week" and "Older activity."

Related

Use Records and Record Management

Access Dashboards and Dashboard Queues

Add Tasks

Create Templates (Incidents and Releases)