IT area

IT Service Catalogue

What it is for. It is the showcase of the IT services you can request: you can browse by category, search, compare SLA/cost/approval and request a service in one click (with the ticket prefilled).

When to use it. To find a standard IT service (access, software, hardware, configuration); to understand timing (SLA), cost and whether approval is needed before you request it.

How to open it. Home → IT services → Service catalogue.

What it shows. A two-column layout:

Category sidebar with counts (“All services” + the configured categories).
Full-text live search.
Grid of service cards by category: icon, title, description, and SLA, € cost, Requires approval badges.

Service detail. When you select a card:

Full description and an information grid: SLA target, Cost, Approval (required/not required), Availability, Delivery team, Default priority, and any Requirements.
Request this service, Cancel, ← Back to catalogue buttons.

How to use it. Filter by category or search → open the service → Request this service: the New IT ticket dialog (Opening a request) opens prefilled with subject, description, category, reference to the catalogue item and default priority.

What happens next. When you complete and send the prefilled ticket (usually IT-SR), the request is routed to the delivery team according to the service SLA.

Notes. The catalogue is configured per tenant; services with approval trigger an authorisation step before delivery.

My IT assets

What it is for. It shows the IT assets assigned to you (PCs, monitors, phones, headsets, software/licences), lets you start the most common actions (support, fault, return) and view the ticket history for each asset.

When to use it. To see your devices, their serial number and warranty; to open a ticket on an asset; to report a fault; to request the return of a device.

How to open it. Home → IT services → My assets.

What it shows.

Grid of asset cards: icon by type (laptop, monitor, phone, software…), name/model, SN (serial number), type and status badges (● In use / ● Maintenance / ● Faulty / ○ Retired) and assignment date.

Asset detail. When you select a card:

Header with brand/model and status.
Information grid: Serial Number, Type, Assigned on, Warranty until, Location, Operating system, and any notes.
Actions: Request support, Report fault, ↩ Return.
Ticket history for this asset: list of linked tickets (by serial number).
← Back to list.

How to use it. Open the asset → choose an action: the New IT ticket dialog opens already prefilled with the asset context (type, brand, model, SN) and a matching priority (support = Medium, fault = High, return = Low).

What happens next. Each action creates an IT ticket linked to the asset, which enters the normal handling flow and the Inbox.

Notes. The ticket history is rebuilt from the serial number: assets without an SN show no history.

IT Knowledge Base

What it is for. It is the IT knowledge base (self-help): you can search and read guides, procedures and solutions to the most common problems, often fixing things without opening a ticket.

When to use it. Before reporting a problem, to look for a solution that is already documented; to read procedures and how-tos.

How to open it. Home → IT services → Knowledge Base. (Relevant articles are also suggested in the New ticket dialog, Opening a request.)

What it shows.

Live search across articles.
Article list: title, category, tags, number of views and excerpt.
Article detail: title, category, update date, author and formatted content (markdown: headings, lists, tables, code, links).
Feedback box: “Was this article helpful?” with Yes / No.

How to use it. Search by keyword → open an article → read the solution → leave feedback on its usefulness; ← Back to list to continue.

What happens next. The feedback is recorded and helps improve the KB. Reading articles does not create tickets.

Notes. The Knowledge Base is specific to the tenant; checking it before opening a ticket speeds up resolution.

Ticket rating — CSAT

What it is for. It lets you give your satisfaction (CSAT) rating on resolved tickets where you are the requester, with a star rating and an optional comment.

When to use it. After a ticket is closed, to rate the service you received; to review the ratings you already gave.

How to open it. Home → IT services → Rate ticket (CSAT).

What it shows.

List of tickets to rate: code, title, “Resolved by · date”, 1–5 stars, comment field (optional) and Send rating button (active after you choose the stars).
Expandable My past ratings panel: average rating and history of your latest ratings.

How to use it. For each ticket, select the number of stars (1–5); add a comment if you like; press Send rating. The rated ticket shows the confirmation “✓ Rating sent”.

What happens next. The rating is recorded and feeds the service satisfaction indicators; a copy also stays in your local history.

Notes. You see only tickets where you are the requester; if your role is not enabled for CSAT, the dialog shows an explicit message.