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 –
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Here the staff can view the approval request for all pending approvals. The staff can then approve or reject the same.
Example: scheduled incidents, problems, changes, releases, tasks and custom events.