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BCM Service Desk Express

Viewing Your Incidents

You can use Service Desk Express (SDE) to view technology-related problems (incidents) that you have reported. You can view the number assigned to the incident, the due date for resolution, and the resolution. This document discusses the following:

• Viewing Your Open Incidents
• Viewing Your Closed Incidents
• Filtering the Current View

Viewing Your Open Incidents

1. Open Service Desk Express

2. From the homepage, select the Incidents tab
   OR
   In the Task pane, under View My Open..., click INCIDENTS

3. To view the details of any incident, double-click it
   Additional incident details provided include the Incident #, the Due Date, and the Resolution (if resolved).
   

4. To exit SDE, click LOG OFF
   A confirmation dialog box appears.

5. Click OK

Viewing Your Closed Incidents

1. Open Service Desk Express

2. From the homepage, select the Incidents tab
   OR
   In the Navigation pane, under View My Open..., click INCIDENTS

3. In the View section, from the second pull-down menu, select Closed
   The first 20 incidents are displayed.
   

4. To see additional incidents, from the Page pull-down menu, select the page number
   OR
   Click NEXT PAGEor PREVIOUS PAGE

5. To sort the list of incidents, double-click any column heading
   NOTE: An arrow appears next to the heading used for the sort.
   HINT: To reverse the sort, double-click the heading again.
   EXAMPLE: Double-click OPEN DATE & TIME
   Incidents are sorted by the date they were reported.
   

6. To view the details of any incident, double-click it
   Additional incident details provided include the Incident #, the Due Date, and the Resolution (if resolved).
   
   

7. To exit SDE, click LOG OFF
   A confirmation dialog box appears.

8. Click OK

Filtering the Current View

1. Open Service Desk Express

2. From the homepage, select the Incidents tab
   OR
   In the Navigation pane, under View My Open..., click INCIDENTS

3. In the View section, from the second pull-down menu, select the type of incidents you would like to view
   The first 20 incidents are displayed.

4. From the Filter by pull-down menu, select a filter
   

5. In the Filter by text box, type a word corresponding to the filter you chose
   EXAMPLE: From the Filter by pull-down menu, select Category Description and in the text box, type printer

6. Click OK
   The list of incidents is filtered.
   EXAMPLE: Only incidents pertaining to printer problems are visible.

7. To sort the filtered list of incidents, double-click any column heading
   NOTE: An arrow appears next to the heading used for the sort.
   HINT: To reverse the sort, double-click the heading again.
   EXAMPLE: Double-click OPEN DATE & TIME
   Printer incidents are sorted by the date they were reported.
   

8. To view the details of any incident, double-click it
   Additional incident details provided include the Incident #, the Due Date, and the Resolution (if resolved).
   
   

9. To exit SDE, click LOG OFF
   A confirmation dialog box appears.

10. Click OK