The job of this console
Work the queue to SLA, comment, resolve. Do not recapture the incident only in a project issue unless you mean RAID.
Projects · Service
Tickets & Service
SLA-backed service desk — the team register My tickets slices — not project issues unless you keep them separate on purpose.
Scroll to Flowcharts. Scenario: Work a service ticket to SLA.
Service desk
SLA tickets the requester already sees
Tickets & service is the team desk. My tickets is the same rows for the requester or assignee.
Projects → Tickets & service
Route
/project/tickets
Org flag ticketsEnabled
Manager · Project Manager · Admin
Seat at the table
PMs and agents. Requesters use My tickets. Admins see org-wide if scoped.
The working rhythm
Filter at-risk, open, act, confirm requester view.
Moments that bring you here
SLA breach warning. A production incident. After a workflow notify. When chat promised a ticket.
ⓘ
One ticket entity
Not a second helpdesk. Access/asset grants may still be Access requests.
Flowcharts
1 — Clear an SLA ticket
Filter at-risk SLA, update the ticket, confirm requester queue.
flowchart TD
A[Open Tickets] --> B[Filter SLA]
B --> C[Open ticket]
C --> D[Comment / status]
D --> E[My tickets matches]
E --> F[SLA clock]
- 1OpenProjects → Tickets & service.
- 2FilterSLA and assignee.
- 3ActSame ticket entity.
- 4RequesterMy tickets.
Overview
Tickets are the service desk. My tickets is the personal slice. Issues are RAID. Workflows may notify on SLA.
How to use
1. SLA is on the ticket
Do not hide the only clock in chat.
2. Secrets
No passwords in comments.
3. Promote carefully
Issue vs ticket — pick one working record.