Discovery Service Desk

Create Incident

Use this form for service interruption, access issues, system errors, device concerns, and urgent support needs.

1. Log

2. Classify

3. Assign

4. Resolve

Subject

Requestor Email

Description

Property

Department

ITIL Category

Ticket Owner

Owner may be auto-suggested based on category. Backend should send the email notification.

Impact

Urgency

Calculated Priority

Calculated from Impact + Urgency following ITIL prioritization practice.

Attachment / Screenshot Link

Live ticket overview for open incidents, ownership, priority, and recent activity.

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Total Tickets--All logged incidents

Open Tickets--Status: New / Open

Critical / High--P1 + P2 watchlist

Unassigned--Needs routing check

Ticket No.	Subject	Property	Priority	Owner	Status	Created
Loading tickets...

Users will be able to search by requestor email or ticket number.

Next step: connect this panel to the D1 incidents API and filter by requestor email.

Publish common troubleshooting guides, FAQs, and standard operating procedures here.

Suggested articles: RMS Cloud login issues, Microsoft 365 password reset, Wi-Fi troubleshooting, printer setup, and phishing reporting.

Use this section for non-incident service requests such as access requests, device requests, and new user onboarding.

Next step: split Incident Report from Service Request to better align with ITIL.