Question 1: How will this module help?
Answer: Service Request for University IT Services (ITSD) manages tickets raised in the university. Employees, as well as students, can raise tickets through this module. Admins can assign tickets to agents through this module.
- Manage Incidents/Service Requests
- Manage SLAs
- Service Request for University IT Services
- Self Service Portal
Question 2: How does ITSD-Admin assign a ticket to an agent?
Answer: ITSD-Admin can assign a ticket to an agent and follow the below-mentioned steps:
Click on Ticket Number»Assign to Agent»Remark»Save
Question 3: How can ITSD Admin “Map Agent-Service”?
Answer: ITSD-Admin can map agent-service in the setting section by following the below-mentioned steps:
Setting»Map Agent-Service» Add Agent Service»Select the required detailsMap Service
Question 4: How can the ITSD Admin “Add IT service”?
Answer: ITSD-Admin can map agent-service in the setting section by steps mentioned below:
Setting»Add Service»Enter the required details»Add Service Type.
Question 5: Who can create service tickets?
Answer: Any Employee/Student or admin (on the behalf of anyone) can create a service ticket.
Question 6: Can multiple services be assigned to the single agent?
Answer: Yes, It can be assigned.
Question 7: What does the term Service Queue” mean?
Answer: This is the term used to describe the number of tickets in a row to a single agent.