Help Desk

Environment access level

This section describes operations that a *Subscription access level * user can perform with Help Desk.

View all service requests

1. Log in to Inimco.facts.
2. Navigate to Help Desk.

Filter service requests by reporter

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Select the filter icon in the top right corner of the screen.
4. Select the reporter from the Reporter dropdown menu by whom the list will be filtered.

Filter service requests by status

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Select the filter icon in the top right corner of the screen.
4. Select the issue status (to do, in progress or done) from the Issue status dropdown menu by which the list will be filtered.

Filter service requests by date

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Select the filter icon in the top right corner of the screen.
4. Select the date range from the Created dropdown menu by which the list will be filtered.

Add a new service request

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Select + in the top right corner of the screen.
4. Enter the issue summary into the Summary field.
5. Input the issue description into the Description field.
6. Select the reporter by entering their email address into the Reporter field.
7. Add one or more alternative participants from the Alternative Participants dropdown.
8. Click Create.

View service request details

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Click the service request to view its details.
4. If required, click the Comments tab to see comments to this request.
5. If required, click the Attachments tab to see attachments to this request.

Resolve a service request

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Click the service request that you need to resolve.
4. Click RESOLVE TICKET.

Re-open a service request

1. Log in to Inimco.facts.
2. Navigate to Help Desk.
3. Click the service request that you need to re-open.
4. Click REOPEN TICKET.