Service connects telemetry, dispatch decisions, territory, SLA, technician work and material. Review configuration across the complete ticket lifecycle.
Before you begin
- First confirm the correct company and location.
- Prepare a real operating scenario for validation.
- Confirm permission for the intended change, not only read access.
Event and incident
An event is one telemetry signal. An incident groups matching signals from one device by fingerprint and time window, filtering repeated reports of the same state.
Approval proposal
Only administrators and dispatchers see a proposal. It is not assigned, does not reserve material and is absent from active Service Desk.
Approve or reject
Approval activates the ticket and calculates deadlines from the configured SLA start. Rejection requires a reason and temporarily suppresses the same incident.
- Test changes on one controlled case first.
- Add a clear audit note to important decisions.
- After saving, verify the result from the operating role’s perspective.
- Bulk changes without testing can affect many devices or tickets.
- Overly broad access hides a problem but does not create a sound process.
- An unverified change may behave differently in downstream workflow.
The result should be one clear flow: the right signal creates one actionable case with correct SLA and an eligible technician.
Still need help? Contact support.