Managers

Table of Contents

• Ticket Updates    concept   
  • How to update ticket information
      Incident/Call   
• Search procedures    concept   
  • By Incident Ticket- Service Desk Mgr.
      concept incident   
  • By Call Ticket- Help Desk Mgr.
      Alternative action   
  • By Assignment Group Mgr.
      report   
  • Changing Password Mgr.
      Change Password Concept   
  • Escalation procedures
      escalations process   
• On Call Schedule    concept   
  • How to Update the On Call Schedule
      How to update on call   
• Customer Service Alert    concept   
  • (Engineer) Initiate a CSA from a Incident
      initiate topic CSA    
  • (Helpdesk) Open the Agency Watch CSA
      initiate topic CSA    template