Common Buttons |
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Create a new request, Item, Customer, etc. |
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Search option provided in List Views across the system. |
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Search button within activities across the system. |
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Add button allows User to add Customers, etc |
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Print screen. |
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Closes the pop-up window. |
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Create a PDF document from screen information. |
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Create an Excel document from screen information. |
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Allows User to subscribe to RSS feeds for information updates. |
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Display a received alert. Click to open the Alert information screen. |
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Remove an Alert. |
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Create a personalized screen list view for all Request Types, Items, Customers and Knowledge tabs. |
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Open object in Edit mode. |
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Delete object when the screen is in edit mode. |
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Rebuilds full text indexes across the application for efficient searching. |
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Move an object between list boxes. |
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Save changes and move out of the edit mode screen. |
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Cancel, not save changes and close screen. |
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Close screen and return to the list view.
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Add elements to a list- User skill sets, team memberships, email aliases, SLA Workflows. |
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Remove elements from a list- User skill sets, Team memberships, email aliases, SLA Workflows. |
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Apply Spell Checker, after selecting from the drop-down list the relevant language. |
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Indicates a Customer's request to Chat. |
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Request Buttons |
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Indicates an Incident. |
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Indicates a Problem. |
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Indicates a Change Request. |
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Indicates a Service Request. |
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Indicates a Deployment Task. |
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Display the calendar for easy reference. |
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Manually escalate or de-escalate a request. |
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Scroll over to display pop-up information regarding the Item or Status Notes. |
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Add new information when a screen is in Edit mode (i.e., a new Incident Note). |
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Save entry when a screen is in Edit mode. |
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Allows the User to save a Note as a draft, which they can continue working on at a later date. |
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Send a handshake email and move a request to On Hold Pending state. |
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Move a new Note to the Solution
tab and convert status to a Pending Approval or Closed Resolved
State. |
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Allows the User to reply to a Note within the Notes Editor screen. |
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Email saved Notes and login credentials to a Customer/User. |
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Displays Solution Article screen when clicked within the Summary tab of a request that has an assigned Solution. |
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In the Analysis tab, assigns a Solution Article to a request. |
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In the Analysis tab, converts a Solution associated with a request to a Knowledge Base Solution Article. |
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In the Analysis tab, removes the association of a request with an applied Solution. |
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Indicates a Note is private and not visible on the Customer Portal. Toggle to make Public. |
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Indicates a Note public and visible on the Customer Portal. Toggle to make Private. |
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Duplicate creates a copy of the request and links the copy to the original request. The User can then amend the Customer or Item details, if required. |
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Opens the request details and history in a print screen. |
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Allows the User to create an Alert for the request, which is then visible within the Analysis tab. |
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Group requests. |
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Removes a request from a group. |
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Moves the request to the closed accept state and publishes the new Knowledge Base content. |
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Moves the request to the KBA - Rework state and moves the related Knowledge Base content to a In Development state. |
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Moves the request to the closed rejected state and moves the related Knowledge Base content to a In Development state to allow the author to delete. |
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Item Buttons |
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Copy selected Item details when creating a new Item. |
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Allows User to update the ownership status for multiple Items in one transaction. |
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Add a manufacturer or vendor.
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Information from multiple Snapshots of an Item are to be stored as a single Item record in the CMDB. |
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Cancel icon upload for use in a Relationship map. |
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Upload an icon for use in a Relationship map.
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Modify a manufacturer or vendor.
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Remove an owner from an Item.
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Revert an Item to a previous state. |
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Group Buttons |
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Add the selected request to the Group. |
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Remove the selected request from the Group. |
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Outputs the Change Groups List View in a Projects document format. |
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Forum Buttons |
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Return to the Forums list. |
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Edit a Forum details. |
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Returns User to topics list. |
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Hides posts from the User or Customer. |
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Delete a topic post. |
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Move a topic post. |
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Show a Topic post that has been hidden. |
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Mark the current topic for quick access as a bookmark. |
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Reply to a Forum topic. |
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Reports Buttons |
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Generate a report. |
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Logging Buttons |
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Enter login details to access application. |
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Close out of the application. |
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Setup Buttons |
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Import CSV file of Items, Customers or KBAs. |
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Test email and authentication server set-up. |
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Re-enable a deleted Customer, User or Item. |
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Synchronize the system with LDAP /AD server. |
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Reset password. |
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Open extended database options (i.e. Upgrade, Create and Drop options). |
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Generate a script to create a new database. |
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Migrate database. |
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Tests the connection to the database, based on the details entered. |
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Generate a script to delete a database. |
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Customer Portal Buttons |
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Remove content in search fields. |
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Search content in search fields |
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Close the request in the Customer Portal. |
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Create a new Item through the Customer Portal. |
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Evaluate the usefulness of an Article. |
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Save a request Note. |
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Cancel a request Note. |
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Collapse the request View. |
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Displays the contents of all Notes. |
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Closes the expanded Notes read-only view. |
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Add a new Note or upload an Attachment. |