Using the Control Desk Service Portal dashboard

The Control Desk Service Portal is a new user interface for managing service tickets. When you log in to Service Portal, the Dashboard page displays information about service tickets.

On the Dashboard, information about service tickets is displayed in three different categories.

My Open Tickets

This panel displays tickets that are assigned to you. Tickets in the list are displayed by severity level, in descending order, and then by the amount of time that remains for resolving the ticket.

The panel shows the number of tickets that are assigned to you in each of the following categories:

Total Tickets: the total number of tickets that are assigned to you
In Progress: the total number of tickets that are assigned to you with a status of In Progress
Not Started: tickets that are assigned to you with a status of New or Queued
Resolve Date at Risk: tickets that are approaching the date by which they should be resolved. A ticket is considered at risk if the date by which it must be resolved occurs within the next 24 hours.

You can click the number for the category at the top of the panel to display tickets for the category. For example, click the number above In Progress to display a listing of your tickets that are in progress or click the number above Not Started to see a listing of tickets that you have not started to work on.

Unassigned Tickets: This panel displays tickets that are not assigned to a service agent. Tickets in the list are displayed by severity level, in descending order.

All Open Tickets: This panel displays all tickets that are not closed.

Each ticket panel includes a circular graphic that gives you a quick view of the total number of tickets that exist for that category and the distribution of the tickets by severity level. Hover over the colored segments of the graphic to see additional details about tickets for that category.

In the My Open Tickets and Unassigned Tickets panels, you can click See More to open a page that displays all tickets in the category. For example, if you click See More in the My Open Tickets panel, all tickets that are assigned to you are displayed. Click See Less to return to the dashboard view.

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