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    User Dashboard
    • 29 Jul 2025
    • 7 Minutes to read
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    Contents

    User Dashboard

    • Updated on 29 Jul 2025
    • 7 Minutes to read
    • Print
    • PDF
    Article summary

    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 / Tenant 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 on the vertical ellipsis to view the available services within the module. The options are displayed to the user based on the role template.

    Figure: Modules

    2. Tenant

    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 Tenant field.

    Tooltip:
    Quick Actions, Open Incidents and Requests are displayed based on the selected Tenant.

    Figure: Tenant Field

    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. Open Incidents / Service Requests

    User must be able to view all the open incidents and requests in the sections respectively. If there are more requests, then click View All to see all the Incidents / 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

    5. 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: Bulettins

    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

    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.

    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 users (User), menu items (Menu), and modules, such as Incident, Request, Asset, Change, Problem, CMDB, Network, Server, Knowledge, and Workorder.

    1. To see search results for specific modules, select the checkboxes next to the modules listed below the text box. The Incident and Request checkboxes are selected by default.

    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.

    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.

    Field

    Description

    Delegate User Name

    Enter the name of the person to whom you wish to delegate your role.

    Delegate From

    Specify the date from which the user can perform the delegated Role.

    Delegate To

    Specify the date until which the user can perform the delegated Role.

    Active

    Indicates the status set for the delegated user.

    • If selected, the user will be an active delegated user.

    • If not selected, the user will be an inactive delegated user. The inactive user details are not available under the Edit Delegation section.

    Role Management

    Incident Management

    • If you select the Log Incident check box, the delegated user can log Incidents on your behalf.

    • If you select the View Incident check box, the delegated user can view your Incidents.

    Service Request

    • If you select the Log Service Request check box, the delegated user can log Service Requests on behalf of you.

    • If you select the Approve Service Request check box, the delegated user can approve Service Requests pending for your approval.

    • If you select View Service Request check box, the delegated user can view your Service Requests

    Asset Management

    If you select the My Asset List page check box, the delegated user can view the assets assigned to you.

    Change Management

    If you select the Approve check box, the delegated user can approve the change records on your behalf.

    Problem Management

    • If you select the Pre-Authorize PR check box, the delegated user can pre-authorize the PR on your behalf.

    • If you select the Authorize PR check box, the delegated user can authorize the PR on your behalf.

    • If you select the Approve RCA check box, the delegated user can approve the RCA of PR on your behalf.

    • If you select the Review RCA check box, the delegated user can review the RCA of PR on your behalf.

    Include Inactive Records

    Enable Include Inactive Records for the delegated user to view and perform the assigned action on all the inactive records. This is applicable for the selected Modules in Role Management.

    Include Old Records

    Enable Include Old Records for the delegated user to view and perform the assigned action on the old records. This is applicable for the selected Modules in Role Management.

    Edit IM/SR Delegation

    Click to view the list of users to whom you delegated your Role for Incident Management and Service Request Management. You can also modify the delegated Role by clicking the delegate icon.

    Edit CM Delegation

    Click to view the list of users to whom you delegated your Role for Change Management. You can also modify the delegated Role by clicking the delegate icon.

    Edit PM Delegation

    Click to view the list of users to whom you delegated your Role for Problem Management. You can also modify the delegated Role by clicking the delegate icon.

    Edit Asset Delegation

    Click to view the list of users to whom you delegated your Role for Asset. You can also modify the delegated Role by clicking the delegate icon.

    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.

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