Managing Issues
Service desk managers need to see all issues, assign them to the right people, track progress, and close them when completed. 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.
Reported issues and triage
When triage is required, new issues start in Reported instead of going straight to Open. Reported issues appear in a separate triage queue so managers can review them before they enter the active workflow.
Go to Service Desk > Issues and look for the reported queue
Open a reported issue and review the details
To accept it into the workflow, set the triaged values and move it to Open or another active status
To decline it, select Decline and enter a required reason. Followers receive a notification that the issue was declined.
Admins can require triage for all issues so nothing enters the workflow until a manager reviews it.
How to assign and update issues
Open the issue
Click Assign and select a team member
Update status as work progresses. The Change Status menu shows the available statuses from the detail screen. Choosing Escalated or On Hold requires a reason and notes. See Escalate or put a ticket on hold for details.
Add comments for updates or handover notes
When completed, select a resolution type (Completed, 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: Reported, Open, Review, Escalated, On Hold, Closed
Resolution types: Completed (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. For a full breakdown of who can see, create, and manage issues and requests, see Service Desk roles and access.
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? Change the status to Escalated, select a reason, and add the required notes. It returns to whoever assigned it or becomes unassigned for a manager to pick up. See Escalate or put a ticket on hold for the full steps.
Can I reassign an issue? Yes, if you have Manager access. Click Assign and choose a different team member.
Why is my issue in Reported instead of Open? If your admin requires triage, issues start in Reported and wait for a manager to accept or decline them.
Related settings
New issues can be assigned automatically if a default assignee is configured. See Set default assignees for issues and requests.