Reporting an Issue to Install Software or Reprovision Computer
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The FrontRange Solutions Desktop and Server Management (DSM) product includes the issue templates and the Service Catalog offerings: Install Software and Reprovision Computer. If these Service Catalog offerings have not been published to your organizational unit, you are not able to see them. |
Report an Issue to Install Software
| 1. | While logged into the Service Desk Console as Self Service, in the Home page click Software Installation from the Report an Issue using Template pane, or click Report an Issue if you do not see this template. |
- If you selected the template, the Software Installation template appears.
- If you selected Report an Issue, choose Software Installation from the Template menu.
The Summary, Description, and Urgency fields are auto-filled.
| 2. | Enter information into the fields. |
--fields--
| Field | Description |
|---|---|
| Software | The software application to install. The choice you make here reflects the choices available in the FRS Software menu. |
| Computer to install software on | The computer on which to install the software. |
| Software Package/Set | The software name. The software selections are restricted to the software that is specified as DSM-managed. The software selections are also restricted to match the software and computer that you selected. |
| 3. | Click Save Incident. |
- An incident creation message appears with the option to go to the my items list or view the created issue.
- The incident status is set to logged.
- Choose View the Created Issue to see the incident that you just created with some fields grayed out. You are able to update some of the information.
- From the my items list, you can view your submitted list of service requests and incidents, including the one that you just created.
Report an Issue to Provision Your Computer
| 1. | While logged into the Service Desk Console as Self Service, in the Home page click Computer Provisioning from the Report an Issue using Template pane, or click Report an Issue if you do not see this template. |
- If you selected the template, the Provision Computer template appears.
- If you selected Report an Issue, choose Provision Computer from the Template menu.
The Summary, Description, and Urgency fields are auto-filled from the template.
| 2. | Enter information into the fields. |
--fields--
| Field | Description |
|---|---|
| Hardware Profile | The computer hardware profile to provision. |
| Software Profile |
The software profile to provision. Click Select. |
| 3. | Click Save Incident. |
- An incident creation message appears with the option to go to the my items list or view the created issue.
- The incident status is set to logged.
- Choose View the Created Issue to see the incident that you just created with some fields grayed out. You are able to update some of the information.
- From the my items list, you can view your submitted list of service requests and incidents, including the one that you just created.