Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Default Incident Templates

These templates can be used for creating incidents.

•Account Lockout - Domain

•Account Lockout - HR System

•Backup Failure

•Cannot Access Shared Drive

•Cannot Open Microsoft Outlook

•Desktop Application Failure

•Mobile Phone - Email Issue

•No Dial Tone on My Phone

•PC is Very Slow

•Printer Out of Toner

•Printer Paper Jam

•Voicemail Problem

•VPN Connection Failure

To view the list of incident templates, open an incident and click Apply Template.

Account Lockout - Domain

Field	Description
Status	Logged
Service	Desktop service
Category	Account lockout
Urgency	Medium
Impact	Low
Summary	Cannot login to Windows

Account Lockout - HR System

Field	Description
Status	Logged
Service	HR system
Category	Account Lockout
Urgency	Medium
Impact	Low
Summary	Cannot Login to Performance Review System

Backup Failure

Field	Description
Status	Logged
Service	Data Service
Category	Data Loss
Urgency	Medium
Impact	Medium
Summary	Daily Backup Failure

Cannot Access Shared Drive

Field	Description
Status	Logged
Service	Desktop Service
Category	Network Folder Failure
Urgency	Medium
Impact	Medium
Summary	Cannot access Shared Drive

Cannot Open Microsoft Outlook

Field	Description
Status	Active
Service	Email Service
Category	Client Failure
Urgency	Medium
Impact	Low
Summary	Email Down

Desktop Application Failure

Field	Description
Status	Logged
Service	Desktop Service
Category	Application Error
Urgency
Impact	Medium
Summary	Desktop Application Failure

Mobile Phone - Email Issue

Field	Description
Status	Logged
Service	Desktop Service
Category	Connection Failure
Urgency	Medium
Impact	Low
Summary	Email problem on mobile smart phone

No Dial Tone on My Phone

Field	Description
Status	Logged
Service	Desktop Service
Category	No Dial Tone
Urgency	High
Impact	Low
Summary	No dial-tone on my phone

PC is Very Slow

Field	Description
Status	Logged
Service	Desktop Service
Category	Performance Issue
Urgency	Medium
Impact	Low
Summary	PC is very Slow

Printer Out of Toner

Field	Description
Status	Logged
Service	Desktop Service
Category	Printer Failure
Urgency	High
Impact	High
Summary	Printer - Out Of Toner

Printer Paper Jam

Field	Description
Status	Logged
Service	Desktop Service
Category	Printer Failure
Urgency	High
Impact	High
Summary	Printer is Jammed

Voicemail Problem

Field	Description
Status	Logged
Service	Desktop Service
Category	Telephone Failure
Urgency	Medium
Impact	Low
Summary	Voicemail Problem

VPN Connection Failure

Field	Description
Status	Logged
Service	Mobile Communication
Category	Connection Failure
Urgency	High
Impact	Low
Summary	VPN Connection Failed