Helpdesk workflow

Helpdesk manages the process of submitting and attending to service or help requests. Each job goes through the following process

1. The help or service request is submitted. This can be done directly by the user who is making the request, or on the user's befalf by a technician or administrator. For more information, see Helpdesk roles.
2. The newly submitted job is added to the active jobs queue as an unclaimed job. In other words, the job has not yet been assigned a technician.
3. Each technician sees their own jobs and all unclaimed jobs in the job queue.
4. The job is assigned to a technician by the administrator, or is claimed by the technicians themselves.
5. The job can be updated any number of times to reflect the work performed, expenses incurred and the current status of the job.
6. The job can be transferred from one technician to another at any time.
7. If the job takes too long, Helpdesk will escalate the job. This results in the colour changing and an escalation message being sent to the designated person, who may be the Helpdesk administrator, or a supervisor or manager. For more information, see Helpdesk escalation.
8. When the technician believes the job to be complete, they submit a completion report.
9. Helpdesk sends an email to the user with hot links for the user to sign the job off, if the issue has been fully resolved; reject the sign-off if not; or defer a response until a future date. For more information, see Job sign-off.
10. If the user signs the job off, then the job is removed from the queue and archived. If the user rejects the job as not complete, it is returned to the queue for the attention of the technician who closed the job.