Service records

The Service component contains the records for every service provided by your Service Desk, or IT department, or external provider of IT services. For each service, you can define a number of Service Levels which contain the data for automatic calculating ticket's Priority, Response and Resolutions Times.

By means of the service, you can control the availability of objects (Knowledge Base Articles, Equipment Lending Library components, and Announcements) to the persons, groups, or organizations.

For each Service you select the class of tickets (that can be either Incidents, or Work Orders, or Problems, or Change Requests) that can be submitted when providing this service. If you leave the field blank, the Service will only be used to control the availability of objects.

To access the Services grid, select Service Management > Services from the navigation menu.

Below the top pane the following tabs are shown:

• General tab

• Activity tab

• SLA tab

• Receivers tab

• Custom Data tab (optional)

• Related Objects tab

• Notes tab

• Attachments tab

• History tab