Home page

The home page of ServiceDesk Plus enables the logged-in user to perform actions applicable to the entire service desk. For users who are logged in as the administrator or technician, the Home page contains the following tabs:

• My View
• Scheduler
• Backup Approver
• Resource Management

My View 

The My View tab displays an overview of vital information from the service desk in various widgets. By default, the following widgets are present on the home page,

• My Summary
• My Tasks
• My Approvals
• Announcements
• My Reminders

You can add more widgets to your home page by clicking the Customize button in the top right corner. To learn more, visit Customize Technician Home Page.

My Summary - This widget informs the logged-in technician about the number of incident/service requests, problem requests, and change requests that require their attention. The requests are categorized by need, urgency, or approval status, and the number of requests in each category is displayed. You can click a category to view more details about the requests.

• Need Clarification - Requests pending clarification from the logged-in user. Click the category to preview the clarification requests, provide clarification, edit your latest clarification query or reply to your questions. To learn more, refer to Request Approval page.
• Requests Overdue - Requests assigned to the logged-in technician that have violated resolution time/due by time in the SLA.
• Requests Due Today - Requests assigned to the logged-in technician whose resolution time/due by time matches the current date.
• Pending Requests - Requests assigned to the logged-in technician that are in any of the In progress statuses.
• Approved Changes - Change requests assigned to the logged-in technician that are approved.
• Unapproved Changes - Change requests assigned to the logged-in technician that are pending approval.
• Open Problems - Problem requests assigned to the logged-in technician that are in Open status.
• Unassigned Problems - Problem requests in the help desk that are not assigned to any technician.

My Tasks - This widget provides a consolidated list of tasks assigned to the logged-in user. Technicians with Add Tasks permission can create general tasks relative to the service desk and assign them to other technicians from this widget instantly.

Use the Show All button to view the complete list of all the tasks assigned to you. To learn more, visit Add Tasks page.

My Approvals - All requests, changes, and releases that are awaiting approval from the logged-in user are listed here. The approvals are grouped module wise. This widget is visible only to users with approval permission. To perform approval actions,

1. Select an approval request from the widget. Approval requests are listed module wise. Click on a module grouping to show approval requests for that module. 
   
   
    
2. The request details and the approval status will be displayed on the slider.
   
   
3. To ask for clarification, enter your comments in the text box and click Need Clarification.
4. To record your approval decision, click Approve or Reject. You can add any comments if needed.

To learn more about my approvals, click here.

Announcements - The various organization-wide and private announcements visible to the logged-in user are displayed here. Click here to learn more about announcements.

My Reminders - The various reminders created by the logged-in user are displayed here. Users can create reminders using Add New button. Use the Show All button to view all your reminders. Click here to learn more about reminders.

Scheduler

Scheduler gives a calendar view of the number of open requests, problems, changes, tasks, and reminders for a technician in a given month. Using the Technician Availability Chart, the availability of a technician on a given date can be viewed, based on which requests can be assigned to other technicians (backup technicians).

• My Scheduler
• Technician Availability Chart

Backup Approver 

Backup Approver lists the various approval delegations configured for users during their unavailability.

To learn more, refer to Backup Approver admin page.

Resource Management

Resource Management lists all the tasks assigned to the resources/technicians from across the application. The SDAdmin or SDCo-ordinator can have an overview on the distribution of tasks and utilize the resources in an effective manner.

To learn more, click here.