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Technician User Guide

ServiceOps provides technicians with comprehensive tools to manage IT services, resolve incidents, and streamline support workflows through an intuitive interface and powerful automation capabilities.

This guide introduces technicians to the ServiceOps platform, helping you understand your role, navigate the interface, and begin managing IT services effectively. Whether you're new to ServiceOps or transitioning from another ITSM tool, this guide will get you up and running quickly for all mapped personas.

Understanding Your Role and Access​

Technician Roles and Responsibilities​

As a technician in ServiceOps, you are responsible for delivering IT services and resolving user requests. Your role encompasses incident resolution, service request fulfillment, change management, asset management, and knowledge sharing.

ServiceOps provides several predefined technician roles, each with specific permissions:

RolePrimary ResponsibilitiesKey Permissions
Service Desk TechnicianFirst-line support, incident resolutionCreate/edit incidents, basic asset access
Request Specialist TechnicianService request processingManage service requests, catalog access
Problem Specialist TechnicianRoot cause analysis, problem managementProblem investigation, RCA tools
Change Specialist TechnicianChange implementation and managementChange planning, CAB coordination
Release Specialist TechnicianRelease deployment and coordinationRelease planning, deployment tools
Asset Specialist TechnicianAsset lifecycle managementAsset discovery, inventory management
CMDB Specialist TechnicianConfiguration item managementCI relationships, CMDB maintenance
Patch ManagerSoftware patch deploymentPatch scheduling, deployment tools
Project ManagerProject coordination and trackingProject planning, resource allocation
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Your specific permissions depend on the roles assigned by your administrator. Contact your system administrator if you need access to additional features.

Accessing ServiceOps​

Initial Setup and Login​

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This one-time registration process is typically performed by the first administrator (Super Admin) to set up ServiceOps. As a technician, you will likely receive your login credentials from your administrator.

  1. Registration: Open <your_instance_ip>/register in your browser and fill in your details to create the Super Admin account.

  1. Login: Navigate to your ServiceOps instance using the URL provided by your administrator.

  1. Enter credentials: Email address (or username) and password, then click Sign In.
tip

If your organization has configured Single Sign-On (SSO), you may see additional login options for services like OKTA, Azure AD, or JumpCloud.

  1. User Consent (if enabled): Grant permission to access your personal data to complete the sign-in process.

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The user consent screen only appears if the User Consent feature is enabled in Privacy Settings. Once provided, consent won't be requested again unless privacy policies are updated.

Interface Navigation and Essential Features​

Upon successful login, you'll see the main dashboard that provides:

  • Overview of your assigned work: Open incidents, pending approvals, overdue tasks
  • Quick statistics: Request counts, resolution times, SLA compliance
  • Recent activity: Latest updates on your assigned items
  • Quick actions: Create new incidents, requests, or access frequently used features

Top Navigation Bar​

The top navigation bar contains essential tools and features:

  1. Expand/Collapse Menu: Click to expand or collapse the menu bar.
  2. Create New: Quick access to create incidents, requests, problems, changes, releases, assets, cis, purchase orders, projects, and contracts.
  3. Font Size: Click to increase, decrease, or reset the font size of the text in the application. This option is visible only if Application Accessibility is enabled from the Application Settings page.
  4. Calendar: View scheduled tasks and due dates. It displays a list of requests and tasks that are due within the selected time range.
  5. Chat Console: Access requester chats and virtual agents
  6. Notifications: View system notifications and updates
  7. Downloads: Track file downloads and manage large file transfers
  8. Admin Settings: Access administrative functions (if you have admin permissions)
  9. Keyboard Shortcuts: View available keyboard shortcuts.

View Available Keyboard Shortcuts

  1. User Menu: Access your profile, sign out, or view the support portal

The sidebar provides access to all major modules:

Notifications​

Enable the notifications that you want to receive as per the options enabled in the Preference Settings. By default all are disabled except for "My approval is requested". To mark them as read, click the Mark all as read option or click the Clear All option to clear all the notifications.

Notifications

Preference Settings

In the Preference Settings, you can select the desired options based on which you will receive the notifications. You can also set the preference to view the notifications for email failure.

Downloads​

This feature enables you to track large file downloads initiated by the logged-in user. Upon clicking, it displays the download details, including Name, Module, Status, Event Start Time, and Event End Time. Users can re-download completed files, and cancel the ongoing download.

Downloads

The feature applies to the following sections:

  • Report Download
  • List page of all the modules
  • Asset Depreciation
  • Audit trails of all the modules
  • History (Audit Trail, Change Logs, Scan History, WOL History, Movement History, and Repair History) of the Asset module
  • Dashboard download as PDF
  • Configuration Audit, Email Audit, and Operation audit of Admin Security

Ask AI (AI Assistant)​

The Ask AI feature brings the power of configured AI directly into the technician's workspace. Instead of manually searching through tickets, knowledge articles, or past incidents, you can ask the AI Assistant in plain language and get contextual, intelligent responses. Whether you are handling a high-priority incident or resolving a repetitive service request, the AI Assistant helps you act faster and with more confidence.

This option is available only if the AI module is enabled and you have permission to access the AI assistant.

Click Ask AI in the top navigation bar to open the AI Assistant chat window.

The chat window provides the following options:

  1. Start a New Support Chat Request: Click to begin a fresh chat session. Any ongoing conversation is cleared and a new session starts.
  2. View Chat History: Access previous chat sessions to review past interactions and responses. You can also edit or delete the required chat from the list.

View Chat History

  1. Close the Chat Window: Click to dismiss the AI Assistant panel without ending your session.
  2. AI Agent or AI Team: Select the AI Agent or AI Team you want to interact with from the dropdown in the message input field. Selecting a specific agent or team directs your query to that configured entity, ensuring responses are tailored to that agent's or team's knowledge and capabilities.

How to get started:

  1. Click Ask AI in the top navigation bar.
  2. Select an AI Agent or AI Team from the dropdown in the input field.
  3. Choose a suggested action or type your own query.
  4. Review the AI response and take action directly from the chat.

Suggested Actions

Once you select an Agent or Team, suggested actions appear in the chat window to help you get started quickly. Click any action to automatically send it as a prompt, no typing required.

Suggested ActionWhat It Does
My Assigned RequestsLists all open requests currently assigned to you
Resolve a RequestGuides you through resolving an open request by drawing on the configured knowledge sources
Find a SolutionSearches knowledge sources to present relevant solutions and workarounds for your issue
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For complex, multi-step issues that span more than one domain, such as onboarding involving IT, HR, and facilities, select an AI Team for coordinated assistance. For focused, single-domain tasks, a single AI Agent is the faster choice.

To learn more about how AI Agents and Teams are configured, see AI Studio.

Next Steps​

Now that you understand the basics, explore these areas to enhance your ServiceOps experience:

  • Advanced Features: Learn about automation, workflows, and advanced reporting
  • Module-Specific Guides: Deep dive into the modules most relevant to your role
  • Administrative Functions: Understand system configuration and user management
  • Integration Capabilities: Explore API usage and third-party integrations