Each day, at the start
How to run your day from one view
Start your day in one pass: late replies first, then alerts, sick machines and who is free.
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How to do it
Start on the dashboard and read the night summary.
The "While you were away" card says what Elise did overnight. It ends with how many tickets need a person. Under it, a strip counts my open, SLA risk, customer replied and unassigned.
Look at SLA risk before anything else.
SLA risk counts open tickets already past a deadline, plus those whose first reply is due soon. Soon is 60 minutes unless your admin changed it. It counts the whole desk, not only your tickets. It is the one number about promises, so it comes first.
Work down the Start here list in the order it shows.
Each row names the ticket, the client and why it is listed, such as "SLA breaches in 40 minutes". A row marked Unassigned needs an owner first.
Open Service Desk and read the Needs Attention card.
Awaiting reply means a reply you owe. Unclaimed means a decision you owe, and the row has a Claim button. Escalated and Failed to dispatch are the other reasons.
Open Alerts and look at Critical first.
Status opens on Open, which is the work still waiting. Pick Severity to see the worst first, or pick one client. One list holds device alerts, CyberSentry findings and items that expire.
Acknowledge what you have seen.
Tick the rows you have looked at and press Acknowledge. It means you have seen it and you are on it. It works on up to 100 alerts at a time. The alert stays live on the page that owns it, and that is where it gets closed.
Open RMM, then Devices. Look at the Install issues button.
The button is red while a machine tried to join and failed. Open it to see what stopped each machine. Use View report for the full story, and Dismiss once you have dealt with it.
Set Status to Needs attention on the roster.
The roster opens A to Z, with healthy machines on it too. This filter keeps only the machines that need a person. Offline keeps the machines that are dark.
Open Service Desk, then Schedule, to see who is free today.
It shows a day timeline of booked tickets by pod and tech. It is read only. If a tech is away, use Mark out-of-office. Their tickets not yet started can move to others.
Hand out the unowned tickets.
Pick a tech in the Assigned To dropdown on the ticket. Or click Dispatch with Elise and she picks who and when in one click. The Monday dispatch guide has the whole story.
Pause the clock when the client owes the next move.
Set the status to Waiting on Client. The SLA control turns grey and reads Paused. When the status moves back, the paused time is credited.
Make tomorrow's start easier with your briefing.
Open My Settings, then Briefing. Pick a domain from the Catalog. It adds a section to your own Command Center home. Pin the report you open each morning. Do it in Reports, then Saved Reports.
Ask Elise for a quick check before you leave the desk.
Ask "How are we doing on SLAs this quarter?" for the ticket side. Ask "list the offline devices at" and a client name for the machine side. These are reads, so nothing changes.
The pages behind each click
What you will have
- Find the tickets that owe a reply before anyone asks.
- Clear the alerts you have seen in one pass.
- See which machines need a person.
- Know who is free and hand out unowned tickets.
- Set up a briefing and a pinned report so tomorrow starts faster.
Why it works this way: How to run your day from one view
Check the promises first, because late replies cost the most. The order here goes from the thing most likely to be late to the thing that can wait.
This is the daily version. The Monday dispatch guide is the weekly view, with more on handing out work.
Every screen here is one you already use. The guide is only the order to read them in.
Other ways to do this: How to run your day from one view
Let the briefing do the first pass
Subscribe to a briefing domain such as your SLA pressure. It lands on your Command Center home, so the day starts from your own list.
Ask Elise for the whole picture
In Elise chat, ask "How many open tickets do we have, and for which clients?" Ask "When is ticket 4 due?" to get one deadline in a sentence.
If it did not work: How to run your day from one view
- Needs Attention is empty but tickets read Unassigned. The card only lists tickets for pods you are in.
- You see no Install issues button. All is well, and nothing sits in Dismissed installs.
- You see no CyberSentry rows on Alerts. Your role may not include it, and the empty list says so.
- A paused ticket still shows under Awaiting reply. The chip on the ticket is the one to trust for the clock.
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