Solutions

Vision Helpdesk Dashboard

Megha N Apr-5th, 2019 13:32 0 0

1. Dashboard

When an agent logs into the staff/manage portal, they will land on the Dashboard page. The Dashboard page mainly gives summary of every module.

Navigation: Staff/Manage Portal >> Home

It will give you overview of the below modules –

  • Incident

Under Incident Status you will get count for New, Overdue and Assigned Incidents.

When you have SLA applied to incidents, they will be categorized as New and Overdue.

New – New Incident are ones which are within SLA time. Once you click on new then it would redirect you to new Incidents list in Inbox.

Overdue – If SLA for a Incident is breached, say staff does not reply within defined duration in SLA plan then such Incidents would be under Overdue.

Assigned Incidents – Here the staff will see the incidents assigned to them.

Once they click on Assigned Incident they will be redirected to the Incidents assigned to them.

  • Clients

Your customers/ clients can be classified as Newly registered and Unapproved.

Newly registered - These are the clients which were registered in last 24 hours. Once you click on Newly registered then you would land up in the Client listing page.

Unapproved clients – These are the clients which needs to be manually approved before they can submit a Incident. Once you click on unapproved client you will land up in the list of pending clients for approval.

  • Tasks

Under Task you will get count for the tasks which are In progress, Assigned and Overdue.

In Progress – These are the ongoing task. Once you click on in progress tasks you will land up in your in-progress tasks list.

Assigned – These are task assigned to logged in person. Once you click on Assigned tasks, you will land up in your assigned tasks list.

Overdue – If end date of task is breached the it comes to overdue task. Once you click on overdue task, you will land up in overdue task list.

  • Forums

Under Forums you will get count for New topics added, Waiting for approval from staff and forum replies.

New topics added – Topics added in last 24 hours under forums. Once you click on New topics you will land up in New topics listing page.

Waiting for approval from staff - Topics and replies from the client which are pending for approval.

Replies – Replies on topic from client and staff will be shown here.

  • Solutions

Under Solutions you will get count for Recent articles, Featured articles and Unapproved Comments.

Recent articles – New articles which are added by staff in last 24 hours. Once you click on Recent articles you will land up in recent articles list.

Featured articles – Articles which are vital for the company are listed under featured articles.Once you click on features articles you will land up in recent article listing page.

Unapproved Comments – Comments which are pending for staff approval.

  • CMDB

Under CMDB you will get count for New, Updated and Expired assets.

New – Assets added by staff in last 24 hours. Once you click on new assets you will land up in listing page for new assets.

Updated – Assets updated by staff in last 24 hours.

Expired assets – Assets whose warranty has expired are listed here.

  • Billing

Under Billing you can get count for New, Unpaid and Overdue invoices.

New – Invoices that are created in last 24 hours. Once you click on it you will land up in New invoices.

Unpaid - All unpaid invoices whose due date is yet to approach.

Overdue invoices - All unpaid invoices whose due date is passed.

  • Problems

Under Problems you can get count for New, Overdue and Assigned problems.

New – Problems created in last 24 hours.

Overdue – Problem whose due date is passed.

Assigned problems – Problems which are assigned to staff who is logged in the system.

  • Contract

Under Contracts you can get count for New, open and Assigned contracts.

New – Contracts created in last 24 hours.

Started - Contracts which are currently active.

Expired – Contracts whose end date is passed.

  • Releases

Under Contracts you can get count for New, Started, Overdue and Assigned releases.

New – Releases created in last 24 hours.

Started – Releases which are currently active.

Overdue – Releases whose end date is passed.

Assigned releases - Releases which are assigned to staff who is logged in the system.



  • Changes

Under Contracts you can get count for New, open and Assigned changes.

New – Changes created in last 24 hours.

Open – Changes whose status is open.

Assigned changes - Changes that are assigned to staff who is logged in the system.

  • Service request

Under Contracts you can get count for New, Overdue and Assigned Service request.

New – Service request which are created in last 24 hours.

Overdue – Service request whose due date is passed.

Assigned Service request - Service request that are assigned to staff who is logged in the system.

  • Approvals

Here the staff can view the approval request for all pending approvals. The staff can then approve or reject the same.

  • Calendar – Here you can view various events.

Example: scheduled incidents, problems, changes, releases, tasks and custom events.

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