Why Manage Issues
Service desk managers need to see all issues, assign them to the right people, track progress, and close them when resolved. Members see only issues they created or were assigned—managers see everything. This keeps members focused while giving managers full oversight for triage, routing, and compliance.
How to View and Filter Issues
Go to Service Desk > Issues
Use filters for status, severity, category, assignee, location, or asset
Click an issue to open the detail view
Use Comments to add updates or ask questions
Follow an issue to receive notifications when it changes (even if not assigned)
Managers see all issues. Members see only issues they created or were assigned.
How to Assign and Update Issues
Open the issue
Click Assign and select a team member
Update status (Open, Review, Escalated, On Hold) as work progresses
Add comments for updates or handover notes
When resolved, select a resolution type (Resolved, Escalated, Closed, Cancelled) and add resolution notes
Click Mark Complete or Resolve
Members can escalate assigned issues back to the manager when done—they cannot mark as complete themselves. Managers verify and close.
Status and Resolution
Status: Open, Review, Escalated, On Hold, Closed
Resolution types: Resolved (fixed), Escalated (moved elsewhere), Closed (completed without resolution), Cancelled (duplicate or no longer relevant)
Before You Start
You need the Manager role for Service Desk to assign, edit, and resolve all issues. Members can only view and escalate issues assigned to them.
Common Questions
Why can't I mark my assigned issue as complete? Members do the work but managers verify and close. This keeps the audit trail and prevents self-closing without review.
How do I escalate an issue? Open it, add a comment explaining the escalation, and click Escalate. It returns to whoever assigned it or becomes unassigned for a manager to pick up.
Can I reassign an issue? Yes, if you have Manager access. Click Assign and choose a different team member.