Analyst

Analysts are the liaison between End Users and the IT Service Management of the organization. They are the first point of contact in an organization for any IT queries. 

The Incidents logged by the End Users are assigned to the Analysts. The Analysts troubleshoot the Incidents and provide a solution to the End Users. 

User Persona: Analyst

Analyst Portal

To configure the Analyst Dashboard, perform the following steps. 

1.  Navigate to App Portal > Click Service Management.Figure: Service Management
   
   
2.  Click Service Management, the following page is displayed.Figure: Analyst Dashboard
   Note

   Records are arranged under different modules as highlighted in the figure above. 
   3. Navigate to the Incident tab and the following page is displayed with details of Incidents pertaining to the workgroup. 

Figure: Incident tab

Search

Search Incidents, SRs, and Knowledge Articles by typing in the keywords in the search bar. The search bar features all the results displayed in a dropdown beneath it as you type keywords, offering instant feedback and intuitive navigation. This streamlines the search process, enabling you to refine your queries efficiently without needing to submit them fully. (Refer the below screenshot)Figure: Search bar - Analyst portal
 
The search bar features the results in different tabs. You can conveniently sift through comprehensive search results under different tabs, including "All" for a comprehensive overview, and individual module-specific tabs for focused exploration. Click on a specific record from the search results that you want to view. This will open the record in a new tab.

Filter

Filter option on Analyst portal enables users to streamline their data view by selecting specific date ranges, ensuring that only the relevant data within the chosen period is displayed. This filter helps Analysts quickly access and analyze time-sensitive information, enhancing the efficiency of data management and reporting by focusing on pertinent time frames.

To apply filter on the Analyst portal, perform the following steps:

1. On the Analyst portal, clickicon. Refer the below screenshot:
   Figure: Filter icon
2. The following pop-up is displayed:
   Figure: Filter pop-up
3. Select the appropriate date filter option from the dropdown menu to view data relevant to your specified time period:
   Figure: Date filter options
   The options present are:
   1. Today
   2. Yesterday
   3. Past 7 days
   4. Past 30 days
   5. This Week
   6. This Month
   7. This Year
   8. Last Week
   9. Last Month
   10. Last Year
   11. Custom Range
       
       When you select Custom Range, From Date and To Date fields are displayed on the pop-up, where you need to select the date range:
       Figure: Custom Range
4. Click Set Default to save the selected date range as your default view, ensuring that the same date range is automatically applied each time you access the Analyst portal.
   
   Click Clear to reset the selected date range, removing any applied filters and returning the data view to its default, unfiltered state.

To navigate to the list page of Incident, perform the following steps. 

1. Navigate to Incident on the left panel and the following page is displayed.Figure: Manage Incidents

2. Click on Manage Incidents and the following list page is displayed.

Figure: Manage Incidents List page

Click Apply to update the Analyst portal to reflect the filtered data based on the chosen date range.

The Role of an Analyst in Incident Management can be further understood by navigating to the links below. 

List Page - Manage Incident	New Incident