Excel Service-Desk Manager

Excel Service-Desk Manager is a simple but powerful service incident management tool that can be customized and potentially leveraged for the overall service management cycle. Excel Service-Desk Manager allows to create, update and resolve incidents, setting the status, priority, assignment team, and fully tracking all changes. It comes with a dashboard and simple reporting table.

Main Console

The main console of Excel Service-Desk Manager allows to quickly visualize all existing incidents in a table that can easily be filtered as needed. The console shows the following information: Incident number, date opened, user name, contact type, category, short description, priority, status, assignment group, assignee, date updated.

The buttons on the top allow to open new incidents, update, and resolve or cancel incidents. The name of the agent is shown on the top right corner of the console. It is initially taken from the Excel application user name when the workbook opens, but can be changed directly on the text box if needed afterwards. The “Assigned to me” button will filter all incidents assigned to that agent.

 

Incident Userform

The incident userform is used to either open or update an incident. Properties are initialized depending on the situation. New incidents are initially assigned to Service-Desk and will change status from New to In-Progress upon submission. Incident urgency and impact will determine the priority. They show as Low per default.

The different options available for both new and updated incidents in the combo box dropdown are taken from the Settings worksheet. Those settings can be changed as needed, with the exception of those greyed out (which require some code adjustment).

 

The form allows to add working notes, which can be read along with other working information in the incident Log. The Log can be opened either from the form or from the main console for any selected incident. The Log captures every change to the incident throughout its life cycle.  

The form can then be submitted to save changes for a new or updated incident, resolved to trigger the resolution form, or cancelled (changes are discarded if any). 

 

Resolution Form

Incident resolution requires choosing the resolution category and adding resolution notes in the resolution form. Resolved incidents can still be re-open until they get closed. Agents can choose to close those tickets manually or let the system do after the established period. There is a checking routine to do that every time the workbook opens.

  

Dashboard and Reporting

The dashboard shows the number of open incidents, unassigned, and overdue. It shows pie charts for the split of open incidents by priority and assignment group. Two bar charts show the incident ageing and last updated distributions. The dashboard is linked to a number of pivot tables located further right in the worksheet and can be customized as needed.

The reporting sheet consists of a simple pivot showing the count of incidents by date (vertically) and category (horizontally) that can be filtered by month and status. All these parameters and filters can easily be changed as needed in the pivot table field list. The example below shows all resolved and closed incidents in the month of September by category (there only 4 so far).

Click Here to download Excel Service-Desk Manager.