A Checklist is a list of tasks an Analyst needs to perform at various stages of an Incident or a Service Request (SR). An Administrator can configure the Checklist and specify at what stages of an Incident or SR the tasks need to be performed. The Checklist is configured for a selected combination of Tenant, Status, Workgroup, and Category. It helps in verifying that all the required activities are performed before the status of the Incident or SR is changed. Based on the status of the Incident or SR, the Checklist is available with tasks that needs to be performed. The tasks, which are mandatory, need to be completed before the status of the Incident or SR can be changed. The Checklist is applicable only for Incidents and SRs and not available for Work Orders.
Example: If the End User has logged a Service Request requesting for a laptop, the Checklist for the Service Desk before issuing the laptop may have tasks, such as hardware checks, check drivers and mandatory software are installed, hot fixes are up to date, antivirus definitions are up to date, etc.
Advantages
It ensures that all the required tasks are performed before closing an Incident or a Service Request.
Accessing the Feature
An Administrator can configure Checklists on the CHECKLIST page under the Incident Management module (see: Configuring Checklist). An Analyst can view the Checklist for an Incident on the INCIDENTID page under the CHECKLIST tab (see Viewing/Updating Incident Details). Similarly, an Analyst can view the Checklist for a Service Request on the SERVICE REQUEST DETAIL page under the CHECKLIST tab (see: Viewing/Updating Service Request Details).