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SCSM 2016 Features
SCSM Views & Roles
Views are folders through which Analysts can navigate in order to view their tickets or all tickets. It is similar to Outlook where emails are viewed. IE: you can chose which fields to display and you can update the criteria to control what is returned. IE: in email it is “deleted” or “junk” folders but in the Service Desk, the view may control “Active all” or “Priority 1” tickets.
With Service Manager, each process area has its own group of folders. IE: Incident, Problem, Change and Service Requests. This is negative as if an Analyst is in the “Service Request” folder, they may miss a P1 Incident.
Cased Dimensions has written an Assigned to Me feature which shows all Work Items in 1 folder group, irrespective as to whether the Work Item is an Incident, Problem, Service Request or Change.
Roles control what a user can see at a higher level. IE: allow the user to see and edit changes as well as incidents or just see and edit Incidents. Etc...
Visit our resources section for more information.
SCSM App Store
View Cased Dimensions Apps for SCSM.
Email firstname.lastname@example.org to find out more or to arrange a demonstration.
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