Every improvement tells a story. The table below highlights the key updates made to enhance the clarity, accuracy, and overall experience of this article.

User Dashboard Enhancements

The End User Dashboard brings the most important user actions, ticket updates, and asset information into a single, action-oriented experience. Instead of navigating across multiple pages to find tickets that need attention or complete routine service tasks, users can see what requires their attention and use AIW to take action in context. By connecting dashboard insights with conversational AI and the underlying records, the experience helps reduce navigation, eliminate repetitive data entry, and move users from identifying an issue to completing an action faster.

The following infographic depicts how the End User Dashboard brings attention items, AIW-powered actions, and asset visibility together in one unified experience, helping users stay informed, take action, and manage what matters from a single view.

Access Multiple Departments

The Department selection dropdown has been enhanced to allow End Users with access to multiple Departments to switch between a unified ALL view and individual Departments views directly from the dashboard.

• The Department dropdown is displayed below the greeting and is always visible on the dashboard.

• The ALL remains the default option and appears first in the dropdown.

• Individual tenants are listed below ALL option in alphabetical order.
  

  Screenshot

  

  Figure: Department Selection

  Note

  • When ALL is selected, all dashboard towers and cards display aggregated records across all accessible Departments.

  • When an individual Department is selected, all dashboard towers and card sections display only records belonging to that Department.

  • If the user has access to only one Department, that Department is selected by default and the ALL option is not displayed.

This enhancement gives multi-department End Users greater control over their dashboard data, allowing them to easily switch between a consolidated view and a Department-specific view.

Customizable User Dashboard Image

The Custom End User Dashboard Cover Image option enables Administrators to replace the system-provided default cover image with a custom image for their Organization. Previously, the End User Dashboard displayed only the default system image.

With this enhancement, Administrators can upload and save a custom cover image from Application Settings > General, allowing the dashboard banner to be customized based on the organization’s requirements. If no custom image is uploaded, the system-provided default image continues to be displayed.

The following two new fields are added to Applications Settings page:

Note

• Supported image formats include .jpg, .jpeg, .png, .gif, and .bmp.

• The uploaded image must not exceed the configured 4 MB file-size limit.

• The system-provided default cover image cannot be deleted. However, a Delete icon is available for custom-uploaded cover images, allowing Administrators to remove a previously uploaded image and revert to the default image.

This enhancement provides Administrators with greater control over the appearance of the End User Dashboard while retaining a default image when no custom branding is configured.

Enhanced Bulletin Placement

The existing Dashboard Bulletin has been repositioned to the top of the dashboard to make important organisation-wide communications more prominent and easier to notice.

This placement helps ensure that users see critical announcements—such as planned maintenance, policy updates, security directives, service disruptions, and compliance-related messages—before they begin working with other dashboard content.

Note

When multiple bulletins are active, left and right navigation arrows are displayed, allowing users to easily view the previous and next bulletins.

Response Needed

The Response Needed tower highlights tickets where action or information is required from the end user before work can continue. It surfaces eligible Incidents and Service Requests that are pending (pending reason configured at the Tenant level configuration) and awaiting a user response, along with the Analyst's question or relevant information, pending reason, and reminder details.

Benefits

• Clearly identifies tickets that are waiting for the user's response.

• Provides the Analyst's question or context directly on the dashboard.

• Helps users respond promptly and avoid delays or auto-resolution.

Use Case

An Analyst places an Incident pending while waiting for additional information from the user. The Response Needed tower displays the ticket along with the Analyst's question, Pending Reason, auto-resolution timeline, and reminder count. The user selects the ticket, and AIW opens with the ticket context and prompts the user to provide a response.

Once the response is successfully submitted, the ticket moves back to In Progress and is removed from the tower. once the Refresh button is clicked.

Tower Contents

• The tower is displayed when the logged-in user has one or more eligible Incidents or Service Requests awaiting a response.

• Displays the total count of eligible tickets in the tower header.

• Includes tickets that are Pending based on the tenant-level configuration.

• Latest Analyst communication from any one of the sources - User Communication, Send Email, or Chat History are considered when displaying the question or information that caused the ticket to be pending.

• Each ticket displays:

  • Ticket ID and Title

  • Module Type (Incident or Service Request)

  • Analyst's question or relevant note

  • Current On Pending Reason

  • Auto-resolution period in days, when configured

  • Number of reminders sent, when configured

• The reminder count reflects the latest number of automated reminders sent when the dashboard is loaded or refreshed.

• If no tickets require a response, the tower displays "No tickets require your response." and does not display a count in the header.

• Does not include a View All option.

• Selecting a ticket opens the AIW chat window with the command to summarize the ticket and allow the user to provide a response.

• After the response is successfully submitted through AIW:

  • The ticket status changes from Pending to In Progress.

  • The ticket is removed from the tower, once the Refresh button is clicked.

  • The tower count is updated accordingly.

  • No full-page refresh is required.

• If the user responds directly from the ticket details page, the ticket is dynamically removed from the tower after the response is submitted.

• If the ticket's awaiting-response condition changes through AIW, the ticket page, or an analyst status update, the tower list and count are updated once the Refresh button is clicked.

Escalate or Follow Up

The Escalate or Follow Up tower helps End Users to identify tickets that are eligible for manual escalation based on the existing ticket-level escalation rules. It provides relevant ticket and SLA information so users can determine whether escalation or follow-up is appropriate, helping prevent unnecessary escalations while ensuring potential SLA breaches are addressed promptly.

Benefits

• Highlights tickets that are eligible for manual escalation.

• Provides SLA and ticket context to help users make informed escalation decisions.

• Reduces unnecessary escalations by surfacing only tickets that meet existing escalation criteria.

Use Case

A user's incident has remained unresolved for several days and is approaching or has exceeded its resolution SLA. The Escalate These Issues tower highlights the ticket along with its current status, age, and SLA consumed or breach percentage. The user can initiate escalation through AIW, where the ticket history and SLA status are summarized, the user provides a reason, and AIW recommends an appropriate escalation level. The escalation details are then recorded in the ticket history.

Guided Escalation through AIW Chat

The AIW-guided ticket escalation capability enables end users to escalate both Incidents and Service Requests (SRs) from the Escalate or Follow Up tower on the Apex dashboard.

When the user selects an Escalate, Apex sends a structured command containing the escalation action and ticket ID to AIW. AIW identifies the ticket type, retrieves the relevant ticket and escalation details, validates whether escalation is currently permitted, and guides the user through the appropriate flow using ticket-aware responses.

When the command contains only a ticket ID, such as Escalate 810, AIW gives preference to an Incident.

The escalation flow supports:

• Incident

• Service Request (SR)

The same guided flow, escalation-level validation, time-limit validation, remark generation, editing, submission, and confirmation behavior applies to both ticket types.

Note

If the same numeric ID exists for both an Incident and a Service Request, AIW selects the Incident unless the command or structured context explicitly identifies the ticket as a Service Request.

To escalate from the dashboard, perform the following:

1. Click Escalate for the required ID by hovering on the Incident ID.
   
   Figure: Escalate
   

2. If the ticket is eligible, AIW generates an empathetic, ticket-aware escalation remark using:

   • Symptom

   • Description

   • Business impact

   • Assigned workgroup
     

   

   Figure: AIW
   

   AIW Agent response example

   It’s understood how disruptive this external IT-related issue can be, and prompt attention is important.

   I have drafted the following escalation remark for you:

   “An external IT-related issue reported and remains unresolved based on the available details, causing operational disruption with Low business impact. Despite active engagement from the Application Support team, the ticket requires further escalation for timely investigation and resolution. I request immediate escalation to drive prompt resolution.”

   Please choose an option:

   1. Escalate (submit the escalation using the drafted remark)

   2. Edit & Escalate (edit the remarks before submitting)

      Enter 1 or 2:

   The current symptom and description details show an external IT-related issue, causing operational disruption with Low business impact. Despite active engagement from the Application Support team, the matter remains unresolved. Please escalate immediately to drive prompt resolution.

   Note

   AIW must use only information available in the selected ticket.

3. Select Escalate and AIW displays a message of successful escalation. Below is the First level Escalation.
   
   Figure: Escalation Level 1
   

4. Start chat to escalate again on the same ticket number. Agent escalates to Level 2.
   

   Figure: Escalation Level 2

Note

Every escalation level has a configured time limit. The next escalation level becomes available only after the time limit for the current level has elapsed.

For example, if two escalation levels have a five-minute delay configured:

If you escalate a ticket to Level 1 at 05:53 PM, Level 2 becomes available at 05:58 PM. AIW must not allow another manual escalation before the next eligible escalation time.

Figure: AIW Escalation

Note

This output message shows on My Incident Form and AIW chat if you escalate the same ticket before the time limit.

5. After the final escalation level, the ticket no longer appears on the Escalate and Follow Up tower.
   

6. Select Edit and Escalate to enter the Escalation Remarks.
   
   Figure: Escalation Remarks

Tower Contents

• The tower is displayed only when the logged-in user has one or more tickets eligible for manual escalation or follow up.

• Displays the total count of eligible tickets in the tower header.

• Uses the existing ticket-level manual escalation eligibility logic; no additional eligibility rules are introduced.

• Each eligible ticket displays:

  • Ticket ID

  • Ticket Title

  • Current Status

  • Ticket Age (for example, Open for 3 days)

  • Resolution SLA Consumed or Breach Percentage

Approvals and Refer Backs

The Approvals and Refer Backs tower provides users with a single view of requests that require their action, including Referred Back and Pending Approval items. Combining both types helps users quickly identify work that is waiting specifically on them, while the sub-type labels make the required action clear at a glance.

Benefits

• Provides a single location for requests requiring the user's attention.

• Helps users quickly distinguish between referred-back and pending-approval items.

• Reduces the risk of delays caused by overlooked approvals or referred-back requests.

Use Case

A user logs in and has requests awaiting their action. Some requests have been referred back for correction, while others are pending their approval. The Your Attention Required tower displays both types together, with a clear label indicating the required action. The user can select a record to open its details and take the necessary action.

Tower Contents

Referred Back Items

• Displays a record when:

  • The status is Referred Back.

  • The logged-in user is the request originator or the approver to whom the request was referred.

• Each record displays:

  • Record ID

  • Title

  • Name of the user who referred the record

  • Time of referral

• The record is removed from the tower when the user resubmits the request or resolves the referred-back reason.

• Displays a record when:

  • An approval task is open.

  • The logged-in user is the designated approver for that task.

• Each record displays:

  • Record ID

  • Record Type (Service Request or Incident)

  • Title

  • Requestor Name

  • Submission Time

• Each pending approval task is displayed as a separate record.

• The record is removed when the user approves, rejects, or refers back the approval task.

• If an approval task is reassigned to another approver, it is removed from the current user's tower and displayed in the new approver's tower.

Pending Approval Items

• Displays a record when:

  • An approval task is open.

  • The logged-in user is the designated approver for that task.

• Each record displays:

  • Record ID

  • Record Type (Service Request or Incident)

  • Title

  • Requestor Name

  • Submission Time

• Each pending approval task is displayed as a separate record.

• The record is removed when the user approves, rejects, or refers back the approval task.

• If an approval task is reassigned to another approver, it is removed from the current user's tower and displayed in the new approver's tower.

Selecting a record opens the corresponding Service Request or Incident details page.

My Accepted Assets

The My Accepted Assets tower provides end users with a centralized view of all assets that have been assigned to and accepted by them. By surfacing asset information directly on the dashboard, users can quickly review their assigned hardware and software assets without navigating to the Asset Management module, making asset verification, audits, and support interactions more efficient.

Benefits

• Provides end users with instant visibility into all assets assigned to and accepted by them.

• Reduces confusion during asset audits and reconciliation activities.

• Eliminates the need to navigate to the Asset Management module to verify assigned assets.

Use Case

An employee needs to verify the assets assigned to them before responding to an asset audit or reporting a hardware issue. Instead of navigating through multiple Asset Management pages, they can view their accepted assets directly from the My Accepted Assets tower on the dashboard, quickly confirm the assigned devices, and access detailed asset information when needed.

Tower Contents

• Displays as My Accepted Assets in the IAM - What Needs Your Attention Today section.

• Displays only assets that meet all of the following criteria:

  • Are assigned to the logged-in user.

  • Have been accepted by the logged-in user.

  • Include all supported asset types (for example, laptops, monitors.

• Shows a count badge indicating the total number of assets assigned to the logged-in user that match the filter criteria.

• Each asset card displays:

  • Asset ID

  • Asset Code

  • Asset Category

  • Allocation duration (time since the asset was allocated to the user)

• Selecting an asset card opens the asset details in a popup (popup is displayed for Fixed Asset and Accessories, and not for Consumables and Software), consistent with the behavior of selecting an Asset ID from the Asset Details page.

• Displays up to three asset cards by default.

• Additional asset cards are loaded dynamically as the user scrolls.

• Provides a View all link that remains visible at all times and navigates to the My Assets list page with the relevant filters applied.

• The tower is designed as a read-only dashboard tower and does not include AIW chat actions, action buttons, or other interactive controls beyond asset card selection and the View all link.

Asset Pending Acceptance

The Assets Pending Acceptance tower provides end users with a centralized view of all assets that have been assigned to them but are awaiting acceptance. By highlighting assets that require acknowledgement, the dashboard helps users complete the acceptance process promptly while enabling organizations to maintain accurate asset records and meet audit and compliance requirements.

Benefits

• Provides users with clear visibility into assets awaiting their acceptance.

• Helps ensure newly assigned assets are acknowledged without delay.

• Improves asset tracking and audit compliance by encouraging timely acceptance.

Use Case

An employee receives a new laptop and monitor from the IT team. Instead of searching through the Asset Management module, they can view all assets awaiting their acknowledgement in the Assets Pending Acceptance tower, review the assigned assets, and navigate to the complete list to complete the acceptance process.

Tower Contents

• Displays as Assets Pending Acceptance in the IAM - What Needs Your Attention Today section.

• Displays a count badge indicating the total number of assets awaiting acceptance for the logged-in user.

• Displays only assets that meet all of the following criteria:
  Are assigned to the logged-in user.

  Have a status of Pending Acceptance or New.

• Each asset card displays:

Asset ID

Asset Code

Asset Category

Time elapsed since the asset has been awaiting acceptance

• Displays up to three asset cards by default.

• Additional asset cards are loaded dynamically as the user scrolls.

• Provides a View all link that remains visible at all times and navigates to the Asset Acceptance list page with the predefined filters applied.

• The tower is designed as a read-only dashboard tower and does not include AIW chat actions, action buttons, or other interactive controls beyond asset card selection and the View all link.

Asset Reconciliation

The Asset Reconciliation tower provides end users with a centralized view of assets that require reconciliation during an active reconciliation cycle. When an administrator initiates a reconciliation process, the tower automatically displays the assets assigned to the logged-in user that are awaiting verification. This helps users promptly review and confirm their assigned assets, ensuring accurate asset records and supporting audit and compliance activities.

Benefits

• Provides users with clear visibility into assets awaiting reconciliation.

• Helps organizations maintain accurate CMDB records through timely user verification.

• Simplifies periodic asset audits by highlighting only the assets requiring user action.

Use Case

An administrator initiates a quarterly asset reconciliation campaign. End users can immediately see the assets requiring verification in the Asset Reconciliation tower on their dashboard. By selecting an asset or viewing the complete list, they can access the reconciliation page and complete the verification process.

Tower Contents

• Displays as Asset Reconciliation in the IAM - What Needs Your Attention Today section.

• Displays a count badge indicating the total number of assets awaiting reconciliation for the logged-in user.

• Displays only assets that meet all of the following criteria:

  • Are assigned to the logged-in user.

  • Have the View Action set to View Reconciliation Assets.

  • Have a reconciliation status of New or Referred Back.

• Each asset card displays:

  • Asset ID

  • Asset Code

  • Asset Category

  • Time elapsed since the reconciliation date

• Selecting an asset card navigates the user to the My Assets page with the applicable reconciliation filters applied.

• Displays up to three asset cards by default.

• Additional asset cards are loaded dynamically as the user scrolls.

• Provides a View all link that remains visible at all times, regardless of how many asset cards are loaded, and navigates to the My Assets page with the relevant filters applied.

• The tower is designed as a read-only dashboard tower and does not include AIW chat actions, action buttons, or other interactive controls beyond asset card selection and the View all link.

Split View for Open Incident and Service Requests

The Open Incidents and Open Requests section is divided into two independent sections—Your Open Incidents and Your Open Service Requests—to help users quickly distinguish between incidents and service requests. By separating these record types, the dashboard provides greater clarity, enabling users to identify high-priority incidents and track service requests independently, while creating a scalable layout for future enhancements specific to each request type.

Benefits

• Clearly distinguishes incidents from service requests, reducing user confusion.

• Enables users to quickly identify and prioritize open incidents.

• Improves dashboard readability by grouping similar request types together.

Use Case

A user logs in to review their pending work. Instead of viewing all requests in a single mixed list, they immediately see separate sections for Your Open Incidents and Your Open Service Requests. This allows them to prioritize resolving active incidents while independently tracking the progress of their submitted service requests.

Tower Contents

• Splits the Your Current Requests area into two independent sections:

  • Your Open Incidents

  • Your Open Service Requests

• Displays a separate heading for each section.

• Visually separates the two sections using distinct containers, spacing, or dividers for easy identification.

• Each record displays:

  • Record ID

  • Status badge (color-coded)

  • Request Type badge

  • Short title

• If a section contains no records, an appropriate empty state message is displayed instead of hiding the section.

• On initial dashboard load, each section displays a maximum of four records, ordered from the oldest to the newest.

• Displays a View all link at the bottom-right of both the Your Open Incidents and Your Open Service Requests sections. Selecting View all navigates to the respective Incident List or Service Request List page with Open records for the logged-in user pre-filtered. The applied filters are displayed in the filter bar and can be modified. If no open records are available, the section displays "Nothing here."

Quick Actions Panel

The Quick Actions panel provides users with one-click access to the most frequently used self-service tasks. Positioned as a fixed panel on the dashboard, it enables users to quickly initiate common actions through AIW without navigating through multiple menus, streamlining routine support interactions.

Benefits

• Reduces the number of steps required to create or update requests.

• Improves user productivity by launching AIW with contextual prompts instead of a blank conversation.

Use Case

A user needs to report an issue or update an existing request. Instead of navigating to the respective module, they select the appropriate action from the Quick Actions panel. AIW opens with a pre-populated prompt, allowing the user to immediately continue the conversation and complete the task.

Quick Action Panel Contents

• Displays a fixed list of frequently used actions on the right side of the dashboard.

• Displays the following actions based on the logged-in user's module access:

  • Create an Incident

  • Create a Service Request

  • Update an Incident

  • Update a Service Request

  • Connect Me to a Live Agent (when enabled)

• Each action displays an icon and a descriptive label.

• Action entries are left-aligned and separated by thin divider lines.

• Provides hover highlighting and a pointer cursor to indicate clickable actions.

• Selecting an action opens the AIW chat window with a predefined prompt specific to the selected action.

• If the user does not have access to a module, the corresponding actions are not displayed.

AIW Prompts

Refresh button on the Dashboard refreshes the dashboard and retrieves the latest data (newest to oldest, with the newest bulletin displayed first) for all tower and sections.

AI-Powered End User Dashboard

The End User Dashboard provides AIW as a single, always-visible interaction point for raising tickets, finding solutions, and taking action on existing requests. Instead of navigating through multiple menus, forms, or categories, users can describe their issue or requirement in free text, and AIW interprets the intent, routes the conversation appropriately, and guides the user toward resolution.

The AIW experience is also context-aware across dashboard actions. When users select a ticket from Response Needed or Escalate or Follow Up, or initiate an action through Quick Actions, AIW opens a conversation scoped to the relevant ticket or action. This eliminates the need for users to manually provide ticket details or navigate to the corresponding record.

Actions performed through AIW, such as updating ticket fields, posting comments, or changing ticket status, are written back to the underlying record in real time. This allows AIW to serve as an alternative to the traditional ticket interface rather than duplicating it.

Note

AI-powered actions are available only for Response Needed, Escalate or Follow Up, and Quick Actions towers. For all other towers, clicking a tower or card opens the corresponding details page for further information and action.

Benefits

• Simpler IT Support: Describe an issue or requirement in natural language without navigating through multiple menus or forms.

• Contextual Assistance: Get AI-powered guidance based on the selected ticket or action.

• Faster Ticket Resolution: Respond to, update, or escalate tickets directly through AIW.

• Less Repetition: Ticket details are automatically carried into the AIW conversation, reducing the need to provide the same information again.

• Reduced Navigation: Complete IT actions directly from the dashboard without switching between multiple screens.

Use Case

A user notices an Incident in Response Needed and selects it from the dashboard. AIW opens with the ticket context and guides the user to provide the information requested by the analyst. The user's response is written back to the ticket, and the ticket is updated without requiring the user to navigate to the ticket details page.

Similarly, a user can select a ticket eligible for escalation from Escalate or Follow Up, where AIW uses the ticket context to guide the escalation process. For common tasks such as creating or updating a ticket, the user can use the Quick Actions panel or the always-visible AIW chat bar and describe the requirement in natural language.

AIW logo on the top-left corner of Response Needed, Escalate or Follow Up and Quick Actions towers indicates the AIW chat window support.

The following screenshot displays the AIW Response on click on any SR or Incident from Response Needed Tower.

The following screenshot displays the AIW Response on any Escalation from Escalate or Follow Up Tower.

AIW assists users in escalating a delayed Service Request or Incident by generating a draft escalation remark based on the ticket context.

The following screenshot displays the AIW Response on any Follow-up from Escalate or Follow Up Tower.

AIW prompts a follow-up message for a Service Request or Incident and allows the user to review and confirm the message before adding it to the ticket.

The following screenshot displays the AIW Response on Create Incident action from Quick Actions.

AIW guides users through creating an Incident by collecting issue and additional information through a conversational interface.

The following screenshot displays the AIW Response on Create a Service Request action from Quick Actions.

AIW guides users through creating a Service Request by collecting the request category, issue details, and additional information through a conversational interface.

The following screenshot displays the AIW Response on Update an Incident action from Quick Actions.

AIW guides users through updating an existing incident by first requesting the relevant Incident ID through a conversational interface.

The following screenshot displays the AIW Response on Update a Service Request action from Quick Actions.

AIW guides users through updating an existing Service Request by first requesting the relevant SR ID through a conversational interface.

The following screenshot displays the AIW Response on Connect me to a Live Agent action from Quick Actions.

AIW prompts the user to confirm whether they want to connect with a human agent and provides Yes/No options to proceed or decline the connection.

Legacy User Dashboard

The application’s homepage is the central hub for accessing all the modules and it’s management. The available options are Modules, Quick Actions, Open Incidents, Open Requests and Bulletins. Based on the selected Department user will be able to view the open incidents and requests. The elements facilitate efficient navigation and empower you to access the modules within the application effortlessly.

Let's dive deep to explore the functionalities available on the Dashboard:

Figure: User Dashboard

1. Modules

The modules in the Application are listed under the Modules section.

Note

Modules are displayed according to the access specified in the Role Template. For example, if a user has access to the Incident and Service Request modules, then only those modules are displayed.

Click Vertical Ellipsis to view the available services within the module. The options are displayed to the user based on the role template.

Figure: Modules

Click Module tower to view the module specific page.

Product Type Menu

The workspace menus are now organized by product type ITSM and ITAM to improve navigation clarity and reduce menu complexity. Each category displays only the menus relevant to the selected product type, including Admin, Reports, and Service Automation (where applicable). Asset-related menus are grouped under ITAM, while ITSM-specific menus appear under ITSM. The menu search is product-type aware, and search results are returned only for the active product type.

For Example;

Searching for “Asset Management” under ITSM returns no results because it belongs to ITAM. Users can switch product type to locate menus outside the current category.

Key Benefits

• Enables faster access to menus without recalling full navigation paths.

• Reduces navigation effort and interface clutter.

• Supports partial-text search to quickly locate menus.

• Improves overall workspace efficiency and usability.

Navigation is now streamlined. Users can hover over menus to reveal submenus, reducing clicks and improving workflow efficiency

Figure: Menu

2. Department

Based on the selected Department, the details in the Quick Actions, Open Incidents and Requests and Bulletins are populated with the details. Hover on the info icon to view the tooltip information message about the Department field.

Tooltip:

Quick Actions, Open Incidents and Requests are displayed based on the selected Department.

Figure: Department

3. Quick Actions

The section Quick Actions displays the actions that users can take instantly like creating an Incident or a Request. The options are populated based on the Role Template access. If the user has access to the Incident Management then New Incident option is displayed in the Quick Actions. As the user clicks on the New Incident, a new incident form is displayed to create and submit an Incident.

4. Search

The Search menu feature enables users to locate any menu item directly by entering full or partial menu names. Results appear instantly, removing the need to navigate through multiple menu levels. Selecting a result opens the page in a new tab while preserving the previous workspace selection.

For Example:

An analyst needs to check the Priority Matrix for a critical incident. Types Priority Matrix in the Search Menu. The option appears immediately, and open it with one click without navigating through multiple levels of the menu.


Figure: Search Option

Figure: Search Menu

5. Open Incidents / Service Requests

Users can view all open incidents and requests in their respective sections. If additional items exist, selecting View All displays the complete list of incidents or requests.

Figure: Open Service Requests

As you click any section of View All, you will be navigated to the respective list page of the Module.


Figure: My Incidents

6. Bulletins

You can view all the configured bulletins in this section. Hover on the Bulletins section and scroll across to view all the configured Bulletins.

Figure: Bulletins

Top Panel

There are certain action items available across all pages that include User Dashboard too. The Top panel consists of the below features:

• Search

• Language

• Delegate

• Alert

• Approvals

• Cart

• Help

• Scripting

Search

The Global Search icon is located on the application's top panel, allowing users to search for specific text within users (User), menu items (Menu), and various modules like Incident, Request, Asset, Change, Problem, CMDB, Network, Server, Procurement, Knowledge, and Workorder.

To search for a specific text, perform the following steps:

• Click the Search icon. The search option is displayed.
  
  Figure: Search
  

• Select the respective search radio-buttons to search Users and Global modes:

  • User

  • Global

User

A Search icon is provided on the Fields where you need to enter the User name. You can click the search icon and search the User.

The User search on End User Dashboard search box works as follows:

Global

The Global Search icon is available on the top panel of the Application where the users can search for a specific text in the Global search —keywords or specific ID across the modules, such as Incident, Request, Asset, Change, Problem, CMDB, Knowledge, and Workorder.

Global search option on the End User dashboard works as follows:

Note

• Analysts can see the Summary Icon in the Incident ID, Service Request ID, and Change Request ID columns when searching for an Incident, Service Request, or Change Record. Clicking the Summary icon allows them to view the summary of these records.

• For End Users, the Summary icon does not appear in the Incident ID and SR No columns. However, both End Users and Analysts can see the Summary icon in the CR ID column.

Language

Click LANGUAGE icon to select a language in which you want the Apex application pages to be translated. The Language Translation needs to be enabled by the Administrator on the following pages:

• Configuring Application Settings (Enable Online Translation and Online Translation Transcription Scripts fields)

• Mapping Language Translation (Display LANGUAGE Icon field)

• Configuring Domain (Display LANGUAGE Icon field)

Delegate

You can delegate your roles and responsibilities to another user for a specified period (in your absence or any other scenario where you are unable to perform the selected actions).

• Based on the Role you delegate to the user, the user can log Incidents or view Incidents.

• Based on the Role you delegate to the user, the user can log Service Requests, view Service Requests, or approve Service Requests.

• Based on the Role you delegate to the user, the user can approve Change Records.

• Based on the Role you delegate to the user, the user can pre-authorize PR, authorize PR, approve RCA, or review RCA.

• Based on the Role you delegate to the user, the user can perform the procurement-related activity.

To delegate roles, perform the following steps:

1. On the Quick Action bar, click the Delegate icon.
   

2. On the User Delegation pop-up page, fill in the required details. For more information about the fields on the User Delegation pop-up page, see Field Description.
   

3. Click Submit to save the Role delegation.

Figure: User Delegation pop-up

Field Description

The following table describes the fields on the User Delegation pop-up page.

Alert

Alerts are the Bulletins configured by the Administrators. These may be some announcements or information provided by the support team of an organization.

To view Alerts, perform the following steps:

1. Click the Alert icon on the quick actions panel. The number on the Alert icon indicates the number of new Alerts. A small pop-up window is displayed with all the alerts.
   

2. Click See all Alerts to view the alerts.
   

   Figure: See All Alerts
   

3. The alerts are displayed in the application as displayed in the below figure.
   

   Figure: All Alerts

Note

The Alerts are configured as Bulletins and are also displayed under the Bulletin Board section.

Approvals

Approvals displays the records that need approval from the logged-in user. Click the Approvals icon on the Application. The number on the Approvals icon indicates the number record(s) pending for approval. The module-wise Approval records are displayed on the Approvals pop-up page. Expand the pending approval accordion to view all the records that is pending for approval.

Figure: Approvals

Note

When you click on the Approval item in the top panel, you will be navigated to the approval page to Approve or Reject the request.

Cart

Cart displays the number of items available in the cart. Click the Cart icon to view the cart items.

Help

Click the Help icon to view the Online help available. You will be able to the Product Documentation site.

Scripting

Script Icon is displayed when enabled on the User’s Edit Profile. For more information, refer to Custom Script.