The Analysts are the single point of contact between End Users and the IT Service Management of the organization. They are the first contact in an organization for any and all IT questions. The Incidents logged by the End Users are assigned to the Analysts. The Analysts troubleshoot the Incidents and provide a solution to the End Users.
You, as an Analyst, can perform the following key actions in the Service Request Management module:
- Log Service Requests for End Users, Logging Service Request for End Users.
- View or update Service Requests, see Viewing/Updating Service Request Details.
- Update the status of the SRs, see Updating SR Status.
- Set approvers for the SR, see Setting Approvers.
- Send notifications for SRs, see Sending Notifications.
- Send reminders, see Sending Incident Reminders.
- Transfer SRs to other Workgroups or Analysts, see Transferring SRs.
- View the list of Incidents assigned to you and take appropriate actions, see Analyst Dashboard.
- View the list of Incidents assigned to your Workgroup and take appropriate actions, see Viewing/ Updating My Workgroup Service Requests (SRs).
- View the Analyst dashboard, see Analyst Dashboard.