To view incidents, select the Incident Management feature from within Goverlan:
The incidents displayed in the main view are controlled by the selected filters in the ribbon bar. Check or uncheck any of the Assignment filters or State filters to modify the contents of the main view.
By default, not all available columns are displayed. To modify which information is displayed, place your mouse cursor over the headers of the list, click on the down arrow on the right side of any column and select Show / Hide Column:
Accessing the Native Service Desk Portal
Quickly access the native service desk client portal by clicking on the provider icon in the ribbon bar:
By default, the destination is the home page of your service desk client portal. However, it can be customized to your favorite location by configuring the Operator Console URL in the Incident Management section under General Settings.
Searching the Incidents Repository
To search the full repository of incidents, click on the Search All Incident buttons in the ribbon bar.
Enter the word or sentence that you wish to search and click on the search button.
The primary string attributes are searched including: Title, description, comments and resolution code. The resulting incidents are returned grouped by the attribute name where the search string was found.
Click on More Options button to disclose additional search parameters.
Click on the Attribute field to disclose the available sub-attributes that can be searched:
Then enter the desired value for the selected attribute and click on the Add button:
You can add as many search attributes as you need. When multiple attributes are configured, they must all be true to return an incident.
You can further narrow your search by specifying a time range of the creation or resolution date of an incident. Note that the primary search string is optional and can be left blank.
Once the desired incident is found, double click on it to open its details in the main view.