HP Service Manager Documentation: Service Desk

• Service Desk
  • User Interaction Management
  • User Interaction Management process overview
    • Input and output for User Interaction Management
    • Key performance indicators for User Interaction Management
    • ITIL V3 key performance indicators for User Interaction Management
    • COBIT4.1 key performance indicators for User Interaction Management
    • RACI matrix for User Interaction Management
  • User Interaction Management workflows
    • Self-Service user interactions
      • Self-Service user interaction process
      • Request an item or bundle
      • Search the knowledgebases
        • Search within the search results
        • Use advanced search
      • Search for hot news
      • Search for a self-service request
      • Create a self-service request
      • Close a self-service request
      • Resubmit a self-service request
      • Update a self-service request
      • View a self-service request
    • User interaction handling
      • User interaction handling process
      • Register a complaint
      • Register a request for change
      • Register a service catalog request
      • Register an incident
      • Register a request for information
      • Update an interaction record
      • Cancel a new service desk interaction
      • Search for an interaction record
      • Narrow the search for an interaction record
      • Reopen an incident
    • Interaction closure
      • Interaction closure process
      • Close a first time service desk interaction
      • Close an existing service desk interaction
  • What is a service desk interaction?
    • Service Desk interaction list
    • What is a category?
    • Service Desk out-of-box categories
    • Notify By field
    • Affected CI field in Service Desk
    • Required actions
  • Priority, impact, and urgency
  • Working with Service Desk interaction records
    • Clone an existing interaction record
    • Add a required action
    • Set a reminder
    • View messages
  • Associating a service desk interaction with another application record
  • Options menu
    • New interaction Options menu
    • Interaction queue Options menu
    • Existing interaction Options menu
  • Using mass update with Service Desk interaction record lists
    • Update multiple interaction records

• English-to-Russian translation