Service Desk
| Document Title | Service Desk |
|---|---|
| Document Number | SD-001 |
| Version | 2.1. |
| Author(s) | Analyst, Governance |
| Reviewer(s) | Solution Architect, Employee |
| Approved by | Head (Research, Technology and Development) |
| Last Update Date | August 1st, 2026 |
Introduction
The Service Desk module is used to manage and track support tickets raised within the university. Employees can raise service requests or incident tickets, which are managed, assigned, and resolved by service desk agents. The module ensures structured ticket handling, monitoring, transparency, and efficient resolution of service-related issues.
Features
- Manage Incidents / Service Requests
- Service Request for University Services
- Self-Service Portal
Key Purpose
To facilitate efficient handling of user queries and service requests by providing a centralized ticketing system with structured workflows, timely resolution, and complete tracking of support activities.
Core Features of the Service Desk Module
Dashboard: Provides a real-time overview of ticket statistics, including, Total, Open, Pending, and Closed Tickets, along with graphical reports and summary metrics.
Ticket Management: Enables users to create, view, update, assign, transfer, reopen, and close service requests efficiently throughout the ticket lifecycle.
Service Management: Allows administrators to create and manage service categories under which users can raise support tickets.
Sub-Service Management: Supports the creation and management of sub-services for better classification and organization of service requests.
Agent-Service Mapping: Maps support agents to specific services or sub-services, ensuring tickets are routed to the appropriate personnel based on their responsibilities.
Automatic Ticket Assignment: Automatically assigns tickets to support agents based on predefined rules, reducing manual intervention and improving response time.
Role-Based Access Control: Provides role-based permissions for different user types, including “Super Admin, Service Desk Admin, Support Agent, and End User”.
Ticket Status Tracking: Tracks the complete lifecycle of a ticket through various statuses such as “Open, Assigned, In Progress, Pending, Closed, and Reopened”.
Knowledge Base & FAQs: Enables administrators to maintain Frequently Asked Questions (FAQs) and knowledge base articles, allowing users to resolve common issues without creating support tickets.
Notification & Email Alerts: Sends automated email notifications and alerts for ticket creation, assignment, status updates, escalations, comments, and ticket closure.
Module Integration: Integrates with various institutional modules such as Admissions, Recruitment, Leave Management, Examination, Finance, Hostel, HRMS,and the Student Portal, enabling centralized support across the ERP.
Attachment Support: Allows users and support agents to upload supporting documents, screenshots, images, and other files with tickets for better issue resolution.
Reports & Analytics: Generates detailed reports and graphical analytics based on ticket status, services, priorities, resolution time, agent performance, and overall service efficiency.
Audit Trail & Activity Log: Maintains a complete history of all ticket-related activities, including ticket creation, assignment, status changes, comments, updates, and closures, ensuring transparency, traceability, and accountability.
Dashboard
The dashboard provides administrators with a comprehensive overview of all service desk activities through real-time statistics and graphical visualizations. It enables quick monitoring of ticket status and overall support performance.
The dashboard displays the following key metrics:
- Total Tickets: Total number of tickets created in the system.
- Open Tickets: Tickets that have been created but are yet to be resolved.
- Pending Tickets: Tickets that are currently under processing or awaiting further action.
- Closed Tickets: Tickets that have been successfully resolved and closed.
User Roles
The table below lists the user roles available in the Service Desk module and their responsibilities.
| Role Name | Description / Responsibilities |
|---|---|
| service_desk_admin | Responsible for the day-to-day administration of the Service Desk. Can view and manage all tickets, assign or reassign tickets to support agents, monitor ticket progress, manage ticket workflows, and ensure timely resolution of service requests. |
| service_desk_agent | Support personnel responsible for handling assigned tickets. Can view assigned tickets, communicate with users, update ticket status, add comments, upload attachments, resolve issues, and close tickets after resolution. |
| service_desk_module_admin | Module administrator responsible for configuring Service Desk settings, including default module-service mapping, automatic ticket assignment rules, FAQs, and other module-specific configurations. Can also monitor overall module performance and manage module-level settings. |
| service_desk_user | End user who can create and submit service requests, track the status of submitted tickets, respond to agent comments, upload supporting documents, reopen tickets (if permitted), and view the complete history of their own tickets. |
Module Settings
- 1. Service
- 2. Sub Service
- 3. Map Agent-Service
- 4. Manage Auto Assign Agent To Service
- 5. Manage FAQs
- 6. Manage Module Default Service
- 7. Student Portal Modules
1. Service
Purpose: The service setting is used to create and manage the primary categories under which users can raise support tickets. Every ticket must belong to a service.
Example:
- Leave Management
- Recruitment
- Examination
- Finance
- Hostel
- IT Support. etc.
Steps to Configure
- Navigate to Settings → Service.
- Click the Settings (⚙) icon.
- Click Add New Service.
- Enter the Service Name.
- Enter the Description (optional).
- Select the Status (Active/Inactive).
- Click Save.
The newly created service will now be available while creating tickets.
2. Sub Service
Purpose: Sub-service is a child category of a service. It helps classify tickets more accurately.
Example:
Service: Leave Management
Sub Services:
- Leave Application
- Leave Approval
- Leave Balance
- Leave Configuration, etc
Steps to Configure
- Navigate to Settings → Sub Service.
- Click the Settings (⚙) icon.
- Click Add New Sub Service.
- Select the Parent Service.
- Enter the Sub Service Name.
- Add a Description (optional).
- Set the Status.
- Click Save.
The sub-service will now appear under the selected service while creating tickets.
Map Agent-Service
Purpose: This setting is used to assign support agents to specific services or sub-services. Only mapped agents can process tickets belonging to those services.
Steps to Configure
- Navigate to Settings → Map Agent-Service.
- Click the Settings (⚙) icon.
- Click Add Mapping.
- Select the Service.
- Select the Sub-Service (if applicable).
- Select the Support Agent.
- Click Save.
Once mapped, tickets related to the selected service can be assigned to the mapped agent.
Manage Auto-Assign Agent to Service
Purpose: This feature automatically assigns newly created tickets to the appropriate support agent, reducing manual work and improving response time.
Steps to Configure:
- Navigate to Settings → Manage Auto Assign Agent To Service.
- Click the Settings (⚙) icon.
- Select the Service.
- Select the Agent who will receive tickets automatically.
- Enable Auto Assignment.
- Save the configuration.
Now, whenever a ticket is raised for the selected service, it will be assigned automatically to the configured agent.
Manage FAQs
Purpose: The FAQ section allows administrators to publish common questions and answers so users can resolve common issues without raising a support ticket.
Steps to Configure:
- Navigate to Settings → Manage FAQs.
- Click the Settings (⚙) icon.
- Click Add FAQ.
- Enter the Question.
- Enter the Answer.
- Select the Related Service.
- Set the Status.
- Click Save.
The FAQ will become available for users to view.
Manage Module Default Service
Purpose: This setting maps a default service to a specific module. Whenever a ticket is raised from that module, the system automatically selects the mapped service.
Example:
- Leave Management Module → Leave Management Service
- Recruitment Module → Recruitment Service
- Examination Module → Examination Service
Steps to Configure:
- Navigate to Settings → Manage Module Default Service.
- Click the Settings (⚙) icon.
- Select the Application Module.
- Select the Default Service.
- Save the configuration.
After configuration, tickets raised from that module will automatically be mapped to the selected service.
Student Portal Modules
Purpose: This setting determines which Student Portal modules are allowed to raise Service Desk tickets. Administrators can enable or disable ticket creation for specific student modules.
Example:
- Admission
- Examination
- Fees
- Hostel
- Academics
Steps to Configure:
- Navigate to Settings → Student Portal Modules.
- Click the Settings (⚙) icon.
- Select the required Student Portal Module.
- Enable or disable ticket creation for the selected module.
- Map the module to the appropriate Default Service.
- Save the configuration.
Students will then be able to raise tickets directly from the enabled modules, and the tickets will automatically be categorized under the configured service.
These settings together provide the foundation of the Service Desk Module by enabling administrators to configure services, classify tickets, assign support agents, automate ticket routing, maintain FAQs, integrate application modules, and streamline support request management.
Application Menu Overview:
The Application menu provides access to the following sections:
- Tickets
- Spam
- Ticket Acceptance Status
- Responses to User
- Activity Logs
- Reports
Tickets:
Purpose: The Tickets section is the primary workspace of the Service Desk module. It is used to manage the complete lifecycle of support tickets.
Functions
- View all submitted tickets.
- Create new tickets.
- Assign or reassign tickets to support agents.
- Update ticket status.
- Add comments and replies.
- Upload supporting documents.
- Change ticket priority.
- Close or reopen tickets.
- Track complete ticket history.
Creating a Service Ticket
- Navigate to Application → Tickets.
- Click the Create Service Ticket button.
- Select the module from the drop-down list.
- Select the appropriate service related to your issue.
- Enter the details of the issue in the description field.
- If the issue is related to a specific device or equipment with a model name/serial number, select the “Model Name/Serial No.” checkbox and provide the required information.
- Enter the User Name of the person raising the ticket.
- Enter the sender email address for future communication regarding the ticket.
- Click Choose File to upload any supporting document, screenshot, or signed complaint letter (if applicable).
- Verify all the entered details.
- Click the Submit button to create the service ticket.
Supported Document Upload:
The following file formats are supported for attachments:
- JPG
- JPEG
- PNG
File Upload Guidelines
- Accepted file formats: JPG, JPEG, PNG, and PDF
- File size should be between 10 KB and 5 MB
- It is recommended to upload a detailed and signed/forwarded copy of the complaint along with any relevant supporting documents to facilitate quicker resolution.
Once the ticket is submitted successfully, the system generates a unique ticket ID, which can be used to track the status and progress of the service request.
Spam
Purpose: The Spam section stores tickets identified as spam or unwanted requests.
Functions
- View spam tickets.
- Mark genuine tickets as spam.
- Restore tickets if marked incorrectly.
- Permanently delete spam tickets (if permitted).
Ticket Acceptance Status
Purpose: This section helps administrators monitor whether assigned agents have accepted or acknowledged their assigned tickets.
Functions
- View accepted tickets.
- View pending acceptance.
- Track ticket assignment status.
- Identify agents who have not accepted assigned tickets.
- Monitor response efficiency.
Responses to User
Purpose: This section maintains all responses sent by support agents to users during ticket processing.
Functions
- View responses sent to users.
- Send replies to ticket queries.
- Maintain communication history.
- Add internal remarks (if applicable).
- Track user-agent conversations.
Activity Logs
Purpose: The Activity Logs section records every activity performed within the Service Desk Module.
Functions
- View ticket creation history.
- View ticket assignment logs.
- Track status changes.
- View comments and replies.
- Monitor ticket closure activities.
- Maintain a complete audit trail.
- Track user and agent actions.
Reports
Purpose: The Reports section provides analytical reports related to ticket management and service desk performance.
Functions
- Generate ticket reports.
- View service-wise reports.
- View agent-wise reports.
- View status-wise reports.
- Analyze ticket resolution trends.
- Export reports in Excel or PDF (if enabled).
- Monitor support team performance.
- Generate management reports for decision-making.
Ticket Lifecycle Overview
The ticket lifecycle defines the sequence of stages through which a service ticket progresses from its creation to its final closure. This structured workflow ensures efficient ticket management, proper tracking, accountability, and timely resolution of user requests.
Start
The ticket lifecycle begins when a user identifies an issue, service request, or support requirement that needs to be reported through the service desk module.
Create Ticket
The user creates a new service ticket by entering the required information. The ticket records essential details, including:
- Module
- Service
- Subject/Title (if applicable)
- Issue Description
- Requestor Details
- Priority (if applicable)
- Supporting Documents
These details help the support team understand, classify, and process the request efficiently.
Submit Ticket
After completing all the required information, the user submits the ticket. Upon submission, the system:
- Validates the entered information.
- Generates a unique Ticket ID.
- Records the ticket in the Service Desk.
- Initiates the ticket assignment workflow.
The ticket then enters the active tracking process.
Open Ticket
Once the ticket is submitted successfully, its status changes to Open. An open ticket indicates that:
- The ticket has been successfully registered.
- It is available for review.
- It is waiting to be assigned to the appropriate support agent or team.
Ticket Assignment (Automatic / Manual)
After the ticket is opened, it is assigned to the appropriate support agent for processing.
Automatic Assignment
If auto assignment is configured, the system automatically assigns the ticket based on predefined rules such as:
- Service
- Sub-Service
- Assigned Agent Mapping
- Workload Distribution
- Configuration Settings
Manual Assignment
If auto assignment is not enabled, the service desk administrator or manager manually assigns the ticket to the appropriate support agent based on expertise or operational requirements.
Reopen Ticket (Optional)
If the requester finds that the issue has not been completely resolved, or additional assistance is required, the ticket may be reopened. A reopened ticket returns to the processing stage, allowing the support team to continue working on the issue until it is fully resolved.
Final Closure
Once the reopened ticket has been resolved and verified, it is closed again. The “Final Closed” status indicates that:
- The issue has been completely resolved.
- No further action is required.
- The ticket lifecycle has been successfully completed.
Ticket Lifecycle Summary
Start → Create Ticket → Submit Ticket → Open Ticket → Assign Ticket (Automatic/Manual) → Processing Ticket → Closed Ticket → (Optional) Reopen Ticket → Final Closure
This workflow ensures that every service request is properly recorded, assigned, monitored, and resolved while maintaining complete transparency and accountability throughout the ticket lifecycle.
Technical Glossary - Service Desk Module
The table below defines the key terms used throughout this guide and within the Service Desk Module.
| Term | Definition |
|---|---|
| Service Desk Module | A centralized platform used to manage, track, assign, and resolve user service requests, complaints, incidents, and technical issues through a structured ticketing system. |
| Ticket | A unique system-generated record created when a user submits a service request or reports an issue. Each ticket is assigned a unique Ticket ID for tracking and reference. |
| Service Master | A configuration used to create and manage the primary service categories under which users can raise support tickets. |
| Sub-Service Master | A configuration used to create detailed categories under a service for better classification and routing of support tickets. |
| Master Data | The configurable reference data used throughout the Service Desk Module for managing services, sub-services, workflows, priorities, and other system configurations. |
| Agent | An authorized support user responsible for handling, processing, and resolving tickets assigned to them. |
| Module Admin | A privileged user responsible for configuring the Service Desk Module, managing services, monitoring tickets, assigning roles, and maintaining overall system administration. |
| Agent-Service Mapping | The configuration that associates one or more support agents with specific services or sub-services, ensuring tickets are routed to the appropriate personnel. |
| Ticket Assignment | The process of assigning a ticket to a support agent manually or automatically for further processing and resolution. |
| Auto Assignment | A system feature that automatically assigns tickets to support agents based on predefined configuration rules, service mapping, or workload distribution. |
| Ticket Workflow | The predefined sequence of stages through which a ticket progresses, from creation and assignment to processing, resolution, and closure. |
| Ticket Status | The current stage of a ticket in its lifecycle, such as Open, Assigned, In Progress, Pending, Closed, or Reopened. |
| Ticket Lifecycle | The complete journey of a ticket from its creation until final closure, including submission, assignment, processing, resolution, reopening (if required), and completion. |
| Activity Log | A chronological record of all activities performed on a ticket, including assignments, status changes, comments, responses, and other updates. |
| Remarks | Comments or notes added by support agents or administrators during ticket processing to provide updates, observations, or additional information. |
| Default Service | A predefined service automatically selected by the system when a ticket is raised from a specific application module. |
| Status Flag | A configuration parameter used to indicate whether a record or configuration is Active or Inactive within the system. |
| Ticket Closure | The final workflow action performed after a ticket has been successfully resolved, indicating that no further action is required. |
| Ticket Reopen | A feature that allows a previously closed ticket to be reopened if the issue persists or additional action is required. |
| Spam Classification | The process of identifying and marking invalid, duplicate, or irrelevant tickets as spam so that they are removed from the active ticket queue. |
| Email Notification | An automated email generated by the system to notify users and support agents about ticket-related events, such as ticket creation, assignment, updates, responses, and closure. |
| Dashboard | The main interface that provides a real-time overview of ticket statistics, Service Desk performance, pending activities, and graphical reports. |
| Service Queue | A logical grouping of tickets based on the selected Service and Sub-Service, allowing support teams to manage requests efficiently. |
| Ticket Acceptance Status | A status indicator showing whether the assigned support agent has acknowledged and accepted responsibility for processing the assigned ticket. |
| FAQ (Frequently Asked Questions) | A collection of commonly asked questions and their answers maintained by administrators to help users resolve common issues without raising a support ticket. |
| Supporting Document | A file such as a PDF, image, screenshot, or other supporting document uploaded with a ticket to provide additional information about the reported issue. |
| Priority | The urgency level assigned to a ticket (e.g., Low, Medium, High, or Critical), which helps determine the order in which tickets should be addressed. |
| Resolution | The final solution or corrective action provided by the support team to resolve the issue reported in a service ticket. |
| Response to User | A communication or update provided by the support agent to the requester regarding the progress, clarification, or resolution of a ticket. |
| Report | A feature used to generate analytical reports on ticket statistics, service performance, agent workload, resolution time, and overall Service Desk activities. |
Frequently Asked Questions
General FAQs
Q1: What is the Service Desk module used for?
A: The Service Desk module is used to raise, manage, assign, track, and resolve service requests or incident tickets within the university.
Q2: Who can create tickets in the Service Desk module?
A: Tickets can be created by employees, admins (on behalf of employees), and agents (on behalf of employees).
Q3: What is the difference between a Service and a Sub-Service?
A: A Service is the main category of support, while a Sub-Service provides more detailed classification under a Service.
Q4: Can a ticket be edited after submission?
A: No. Once a ticket is submitted, it cannot be edited by the user.
Q5: Where can I see my submitted tickets?
A: Submitted tickets are visible in the user dashboard within the Service Desk module.
Ticket Creation & Workflow
Q6: What information is required to create a ticket?
A: Users must select a Service Queue and provide ticket details.
Q7: Can an admin create a ticket for someone else?
A: Yes, admins and agents can create tickets on behalf of employees.
Q8: What happens after a ticket is created?
A: The ticket enters the active workflow and may be assigned to an agent manually or automatically.
Q9: What does ticket assignment mean?
A: Ticket assignment means allocating the ticket to a specific agent responsible for resolving it.
Q10: Can multiple agents be assigned to a ticket?
A: This depends on the agent-service mapping configuration.
Assignment & Agent FAQs
Q11: How does automatic agent assignment work?
A: When auto-assignment is enabled, mapped agents are automatically assigned to tickets based on the selected Service/Sub-Service.
Q12: What happens if auto-assignment is disabled?
A: Tickets must be assigned manually by the admin.
Q13: Where do agents see assigned tickets?
A: Agents can view assigned tickets in the Assigned Ticket section.
Q14: What is Ticket Acceptance Status?
A: It shows whether the assigned agent has acknowledged the ticket.
Ticket Status FAQs
Q15: What are the possible ticket statuses?
A: Common statuses include Open, Assigned, Pending, Closed, and Spam.
Q16: What happens when a ticket is closed?
A: The ticket is marked as resolved and removed from the active workflow.
Q17: Can a closed ticket be reopened?
A: Yes, admins or agents can reopen a ticket if additional action is needed.
Q18: What happens when a ticket is marked as spam?
A: The ticket is moved to the Spam section and removed from the active workflow.
Q19: Can a spam ticket be restored?
A: Yes, admins can move it back to the ticket section.
Settings & Configuration FAQs
Q20: Who can access Service Desk settings?
A: Only Service Desk Admins and Module Admins can access settings.
Q21: Can a Service be edited after creation?
A: No, once created, the Service configuration cannot be modified.
Q22: Can a Sub-Service be edited after creation?
A: No, only its status can be controlled through configuration logic.
Q23: What happens when a Service is set to inactive?
A: It is hidden from ticket creation, but existing tickets remain unaffected.
Q24: What happens when a Sub-Service is inactive?
A: It cannot be selected during ticket creation.
Q25: What is the Default Service setting?
A: It controls whether the “Default” service appears in the Service dropdown.
Communication & Notifications
Q26: Can admins send emails from the ticket screen?
A: Yes, admins can send internal or external emails directly from the ticket.
Q27: Can agents send emails to users?
A: Yes, agents can send emails to ticket creators when required.
Q28: When are email notifications triggered?
A: Email notifications may be triggered during assignment, closure, or manual mail actions.
Dashboard & Monitoring
Q29: What information is available on the dashboard?
A: The dashboard shows total tickets, open tickets, pending tickets, closed tickets, and graphical summaries.
Q30: Can admins track ticket activity history?
A: Yes, all ticket actions and responses are logged and visible to admins.
Workflow Diagrams
Activity Diagram (AD)
The activity diagram is a flowchart to represent the flow from one activity to another activity.
Use Case Diagram (UCD)
A use case diagram is a way to summarize details of a system and the users within the system.
