The Operator view is the Service Desk agent's home page: on one screen, it counts open tickets by scope and by customer, flags SLAs at risk and shows the list of the selection. It is reserved for agents (Service Desk agents and Service Desk administrators groups, and MyZapp administrators). Open it from the Operator view entry of the Service Desk menu.
Scope tiles
Each tile shows a number of open tickets (neither resolved nor closed). Click a tile to show its tickets in the list; the selected tile is outlined.
- All: every open ticket.
- Assigned to me: the tickets assigned to you.
- Assigned to my groups: the tickets assigned to one of your groups and not yet to an agent.
- All to handle: the tickets whose status is neither on hold (a status that pauses the SLA, or that waits for the requester's answer, such as "Waiting for customer") nor scheduled: the team is expected to act.
- Scheduled: the tickets in a scheduling status (planned visit or deployment…).
Customer tiles
When the Organizations module is active, one tile per customer shows its number of open tickets in the selected scope: with Assigned to me, each customer counts your tickets there. Customers are sorted by name. Click a customer to filter the list on it; click again to remove it. The customer filter combines with the scope: click Assigned to me, then a customer, to see only your tickets for that customer.
SLA block
The At risk or overdue tile counts the tickets of the selection whose resolution deadline has passed or is close to the warning threshold; its number turns red as soon as it is not zero. Click it to limit the list to those tickets; click again to remove this filter.
Unread tickets
The Unread tile counts the tickets of the selection that you have not opened since someone else acted on them; they are also shown in bold in the list. A click limits the list to these tickets, a second click removes the filter. Opening a ticket marks it read; on its page, Mark as unread keeps it bold. Tick rows of the list, then click Mark as read or Mark as unread to act on several tickets.
The list
Below the tiles, the list shows the name of the selection and its number of tickets: always the number of the selected tile. Click a row to open the ticket.
- Search (top of the page) looks for a number or words of the title in the selection; the tiles then count the tickets found.
- Columns chooses the displayed columns and their order, as in the classic list: the choice is shared by both lists. Click a column header to sort the list.
- Create a ticket opens the creation form.
- Refresh recomputes the tiles and the list. They also update by themselves every minute while the page is displayed.
- Excel export downloads the list of the selection (all pages, up to 5,000 tickets), with your columns and in your time zone.
The page address keeps the selection (scope, customer, SLA, search): bookmark it to come back directly.