Frequently asked questions about the Service Management System Edge.
Frequently questions and answers about Edge
Queues do not exist as a concept in Edge. Cases are assigned to Support Groups. You can see all incidents in the support groups you are a part of via the “1.2 Open Incidents in My Teams” view under the “Incidents” tab in the left field. Support group administrators can also post searches for the workgroup under the department/school tab in the left field.
Just being a member of a support group is not enough. You also need the permissions to log into the system. Ask your group administrator to
Contact KTH IT-Support
for help.
If the folder column does not look like the colleague's, you are missing views.
When you get access to Edge, KTH IT-Support must add the right views for your school. The views cannot be added in advance, but can only be done after logging into the system once because the internal user in Edge is automatically created in connection with the first login.
If it takes a long time before you log in for the first time, you may need to contact KTH IT-Support to get access to your school's view with the correct folders.
Reminders exist in Edge under the tab "Reminder information". But you might be missing "Create new" button.
It depends on how you open a case. If you have made a Dashboard for your cases and click on a case number (KTH-INC-XXXXXXX), it opens in a mode where all functionality is not available, e.g. button for new reminder.
If you instead click on the number to the left of the case number, the case will be opened in a different view, where you can find the button for creating a new reminder.
