Workspace

In the workspace, users can access multiple modules within a specific environment. This includes incidents, tasks, requests, problems, changes, and release modules. Specifically, IT Service Management (ITSM) modules, which are process-oriented, are integrated. These modules can also be communicated through a chat interface for seamless collaboration.

Add the Ticket/ Request/ Change/ Problem/ Release

• Click any one channel.

• Click Add Ticket/ Request/ Change/ Problem/ Release

• Search the requesters from the drop-down.

• Fill in all the mandatory details in the report.

• Choose the team from the drop-down menu, or the user can opt for self-assignment, also known as 'self-assignee',

• Select the request type/ problem type/ from the drop-down.

• Select the priority from the drop-down.

• Select the n number of followers from the drop-down.

• Select the Impact from the drop-down

• Select the urgency, severity, and Risk from the drop-down.

• Write the number of versions in the version bar.

• Select service category and tags from the drop-down menu.

• Click on the calendar icon and select the due date.

• Select the release manager from the drop-down.

• Select the priority and release type from the drop-down

• Write the notes in the given space.

• To add any documents, click on the attachments and select the file.

• Add the subject line and brief description for the ticket and click ‘submit as new’

The added ticket/request/change/problem/release will appear in the channel.

Workspace Metadata update: If an issue is raised in the workspace within a Ticket ID, it will reflect on both pages simultaneously.

What happens after creating the Ticket/Request/ Change/ Problem/ Release?

When users click on the channel, the created ticket/ Request/ Change/ Problem/ Release will be displayed. Double-tapping on the ticket ID/ Request ID/ Change ID/ Problem ID/ Release ID redirects to a page containing comprehensive details. This page provides the user with the ticket's creation time and date.

There are a few tabs for the Tickets / Requests/ Changes/ Problems/ Releases such as,

Basic Details | Workspace

Name	Description
Status	The status of the ticket can be changed from new to responded etc.
Priority	Priority can be critical, high, medium, or low.
Urgency	Select the urgency from the drop-down such as high, medium or low
Impact	Select the impact from the drop-down
Impact service	Select the impact service from the drop-down
Service classification	Select the Service classification from the drop-down.
Attachment	If there are any documents to attach, click on attachment and attach the document.

For release, the following details are included,

Risk	Select the risk from the drop-down
Due date	Click on the due date column the calendar pops up, and select the date.
Version	Write the version

Communication

The communication tab will appear as shown below,

The written email will be visible under the 'Communication' tab. Here, the user can reply, forward, add notes, and perform other related actions.

Rephrase communication content via open AI: In the Incident page, within the Communication section, users can leverage text enhancement features, offering various styles to refine communication content using OpenAI.

Relation

The relation tab will appear as shown below,

• Click ‘ticket +’ button

• Search ticket from the search tab.

• Select relation type as ‘associated’

Click ‘Submit’. This selected ticket will appear in the relation page

Attachment

The attachment tab will appear as shown below,

To add the attachment,

• Click on the ‘add’ tab

• User can either drag and drop the document or click on the drag and drop to attach the document

• Select the category from the drop-down, such as the default category, ticket screenshot, team docs, etc.

• Describe the attachment.

Click ‘Upload files’

Knowledge base

The knowledge base tab will appear as shown below,

The knowledge base is created only when the ticket is resolved or closed.

Interaction

The interaction tab will appear as shown below,

The raised issue will display the five most recent issues in the 'Interaction' tab. The 'Recent Activities' tab will showcase a history of all actions performed.

Recent activities

Recent activities are the history of the activities logged.

For change/ Release

The change/ Release workspace includes the planning and tasks as shown below,

Planning

The Planning tab will appear as shown below,

• Click on the calendar icon and select the start and end dates.

• write the reason for the change.

• Add the rollout and rollback plan.

• Click 'save'

Task

To add a new task,

• Click on the '+' icon

• Write the title and description in the given space.

• Select the status, priority, and assignee from the drop-down

• Select the due date from the calendar.

For Problem

The problem workspace includes the analysis and submission as shown below,

Analysis and Submission

The analysis and submission tab will appear as shown below,

There are two tabs such as analysis and Solution:

Analysis | Solution

• Click on the '+' icon from right side corner of the page.

• There are two tabs: cause details and Technique details

Cause details | Technique details

Name	Description
Submitter	Select the submitter from the 'drop-down'
Analysis Technique	There are three types of analysis techniques, namely: Chronological analysis techniques 5-Way analysis technique Kepner- Tregeo Technique
Type	Select the type from the drop-down, such as general, troubleshooting, Analysis, or testing
Category	Select the category from the drop-down based on the type
Submission date	Click on the calendar icon and click on the date.

Click 'Next'

Cause details | Technique details

Based on the analysis technique selected, technique details to be filled,

There are three types of analysis techniques, namely:

• Chronological analysis techniques: Toggle the button to enable it to represent the actual root cause. Provide a detailed description of the problem's origin, then click 'save'

• 5-Way analysis technique: In the designated space, describe the problem. Choose 'yes' if it's a root cause, or select 'no' to proceed with the next technique.

• Kepner- Tregeo Technique: Answer the five questions to identify the problem. Click 'save'

Analysis | Solution

The technician gives the solution based on the analysis.

• Click 'resolve'.

• Fill in the mandatory details and click resolve.

To add the other workspace from the present workspace, refer below,

1. For the Ticket, add the request/ Problem/ change.

2. For Request, add the Ticket/ Change

3. For Change, add the ticket.

4. For release, add the Ticket/ Change

• Click on the three vertical dots in the right-hand corner of the taskbar.

Note: When the Ticket/ Problem/ change/ Request is resolved, the three vertical dots on the taskbar will display an option 'Infinity convert to KB.'

Stages of the tickets

When a ticket is created, it progresses through several stages, including:

Name	Description
Logged	When the ticket is raised, the status will show as logged.
Responded	The ticket status will show responded when the user gets the response.
Investigation	In this stage, the raised ticket will be investigated to resolve the problem
On Hold	This stage is optional. To get confirmation from higher authority, the ticket is kept on hold
Resolution	Resolution is provided to the user after approval only if the ticket is hold.
Closure	The ticket is closed after the resolution is provided.

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