General

• Set Application Parameters for Service Requests and Work Requests
• Set Workflow Rules
• Set Email Notifications

Maintenance Console

• Set Application Parameters for the Maintenance Console
• Add Fields to the Maintenance Console's Search
• Security Groups for the Maintenance Console

Service Desk Roles

Concept

Manage Service Desk Roles

Using AFM or Service Desk Roles to Perform Optional Steps for SLAs

Service Desk Steps

Concept

Manage Service Desk Steps

Example 1

Example 2

Service Desk Role Helper

Overview

Methods for Defining a Service Desk Role

Define a Service Desk Role

Test the Role