--- title: Desktop of the Service Desk slug: workflow-en/desktop-of-the-service-desk description: Learn how to effectively use the Ticket Management interface on your Service Desk Desktop. This comprehensive document provides step-by-step instructions on accessing the interface, utilizing its main features such as the powerful search bar, ticket listi createdAt: 2021-10-27T20:37:35.000Z --- The **Desktop of the Service Desk** is a **place where tickets** that have been opened for activities linked to your group **are available**, and **where you can view multiple information about a ticket**. ## Before getting started To have access to the features of the **Ticket Management** interface, it is essential: - [x] To have workgroup permissions; and - [x] Also access to service catalogs; - [x] In addition, to having at least one ticket in the attendance queue. ## Procedure Access the menu `Processes > Ticket Management > Ticket`. ## Interface The home screen of **Ticket Management** is the analysts of attendance interface with requests and/or incidents that are in process or awaiting attendance. This interface consists of Search Features, Ticket Listing, and Main Menu. ### Search It is possible to use the search bar to make it easier to search for a specific ticket - by entering the number - or a set of tickets with similar characteristics - using several attributes - such as: ![](https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/XJwPxndv7AHjM_TK5ub4b_image.png) **1\:** **Number of the ticket**; **2\:** **Requester** of ticket (Who requested); **3\:** **Type** **– **of service (Request, Incident, or Procedure); **4\:** **Status** of ticket (status/expressions registered in the flow); **5\:** **Contract** to which the ticket is linked; **6\:** **Executor group** (Current set of people who can attend the service); **7: Current task** (User task in the flow); **8: Assignment** of ticket (Current person who's attending the service); **9: SLA status: **Normal, Expired, Waiting for approval and others; **10: Order by: **Ticket No, Date/time of creation, Activity, Service, Assignment, Priority, Status, Date/time of limit, and Date of the last update; **11: View: **All tickets or just the ones I can track or execute; **12: Unit** **– **of Requester; **13: Exhibition: **All, Chat – just opened by this channel - and critics – only critical incidents; **14: Option to show related tickets** **– **in the attendance list; To apply a search based on the filters you set, use the "**Search**" button. After making the search, the icon will change to identify the search status, such as: ::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/7XxrcJJuWEafT8vYyacjb_image.png" size="10" width="37" height="31" caption=" Icon without Active Search" position="center" showCaption="true"} ::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/nTPvMCfGz9FPuZWM09axY_image.png" size="10" width="37" height="33" caption="Icon with Active Search" position="center" showCaption="true"} It is possible to clean all filters selected and return to default format by clicking on "**Clear**". ### Tickets List In the list we can see the tickets available in an attendance queue - based on group permissions - where we find the following columns: ![](https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/pD0FrS1CDAWK7TKycGkxV_image.png) **1\:** **Selecting Ticket(s)** **– **to delegate or suspend/reactivate them; **2\:** **Ticket** number; **3\:** **Priority** **– **of attendance (SLA); **4\:** **Service**; **5\:** **Request** (Request/Incident); **6\:** **Requester**; **7\:** **Contract**; ******8\:** **Created by** (Who created the ticket); ******9\:** **Creation date** of the ticket; **10\:** **Task** **– **of flow; ******11\:** **Current group** **– **of attendance; **12\:** **Unit**; **13\:** **Assignment** **– **the responsible for the attendance; **14\:** **Task status** **– **in the flow; **15\:** **SLA** **– **maximum time of attendance; **16\:** **Deadline** **– **for attendance; **17\:** **SLA Status**; Located in the upper right side, we can see a series of icons representing, respectively: ::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/uOMqXgFFOg25r_9Ux1N0L_image.png" size="66" width="362" height="39" position="center" showCaption="false"} ### Pagination: **1: Back** to the first page; **2: Back** one page; **3: Number** ticket identifier number of the start page; **4: Number** ticket identifier number of end page; **5: Number** total of tickets; **6: Advance** one page; **7: Advance** to the last page; ### Delegation: **8: Delegate** **– **ticket(s) to a group; :::hint{type="warning"} ⚠️ **Attention****! ** The "**Automatic Update**" button will come by default not enabled in the **Parameters**, to enable it, it is necessary to change **parameter 418** to "**YES**". This way, the button will be available on the ticket screen to automatically refresh the page every 25 seconds. ::: ### Page Updating: **9: Automatic Update **(25 and 25 seconds); **10: Update List** **– **to refresh manually the page; ### Reports **11: Reports**; **12: (Other) Options**; - **a: Suspension/Reactivation** **– **of ticket; - **b: Change columns** (to custom the list); ### Ticket options: Clicking on a ticket in your attendance queue will present you the actions available: ::Image[]{src="https://api.archbee.com/api/optimize/pu5VMc-2TW3GQX4ly5Xp7/JIiIM4EiBH7fmXg8bQ48u_image.png" size="60" width="362" height="350" position="center" showCaption="false"} ### Main options: **1: Open**; **2: View**; **3: Description** **– **view the description without opening it; **4: Reports**; **5: View Flow** **– **of service; **6: More options** (present the items below); ### Secondary options: **7: Delegate**; **8: Suspend**; **9: Change SLA**; **10: Reclassify**; **11: Create Sub-ticket**; **12: Create related ticket**; **13: Schedule activity**; **14: Print**; :::hint{type="warning"} ⚠️ **Attention****!** These options are based on the permissions given to your profile, so you may not be able to use all of the options above. ::: ### Main Menu ### Global Vision: - **List** **– **Presents a list with the tickets in your queue; - **Team management** **– **Ticket management in a Kanban view; - **SLA status** **– **A synthetic view categorized by SLA status; - **Flow status** **– **Current status (expressions registered for a flow) of tickets assigned to a group; ### Map View: - **Map** **– **Allows to view tickets registered for attendance in a unit; ### View by Search: - **Filters** **– **When selecting a filter (expressions registered for a flow) will present the tickets according to the selected item; ### Other options - **Schedule: **Allows to view events related to Ticket, Change, Problem and Release; - **Summary: **A quantitative report of tickets; - **Advanced Search: **It allows you to perform more detailed ticket searches as well as the information generated in your attendance; - **Audit: **It presents all changes that occur to a ticket whether automatic or manual;