UW Connect Tool Help Appendix
This page links to Knowledge Articles that provide instruction or information regarding how to use various aspects of the UW Connect tool. The purpose of this collection, or table of contents, is to help agents use UW Connect.
Beginner/Basic
- About the My Requests Page: KB0029341
- Assignment Group Membership Management: KB0010440
- Commonly Used Fields: KB0028804
- Converting Record Types and Transferring Organizations:KB0025259
- Re-routing (For UW-IT units):
- Request Fulfillment Best Practice Guide - When to Re-route KB0024929
- Re-Routing Records in UW Connect KB0022337
- Getting Ready to Use UW Connect: KB0010402
- How to Search in UW Connect: KB0010436
- Lists, Filters, and Breadcrumbs: KB0010235
- Merging UW Connect Records: KB0022326
- Notification field in UW Connect: KB0029980
- Privacy Guidelines for UW Connect: KB0035466
- State & Waiting On Field Values: KB0024469
- UW Connect Assignment Groups: KB0010194
- UW Connect Foundational Basics Demo: KB0035043
- UW Connect Notes Fields: KB0010397
- UW Connect Reference Number (REF) Links: KB0031756
- What are the differences between Submit, Update, and Save?: KB0010211
- Work Notes: KB0024851
- Working with Favorites: KB0029279
Intermediate
- Close Code (Request): KB0010343
- Configuration Item Field Search Filtering: KB0027213
- Contact Type: KB0010197
- Creating and Managing Dashboards: KB0026589
- Default Assignment Rules: KB0010399
- General Management of Spam in UW Connect: KB0035738
- How to resolve a REQ or INC without email to the Caller/Watchers: KB0023487
- How to stop email loops; disable Caller notifications: KB0023663
- ITSM Glossary: KB0031192
- Including Email in a Record: KB0021827
- Redacting sensitive data in UW Connect Records: KB0030217
- Request Fulfillment Best Practice Guide - Managing and assigning work within Assignment Groups: KB0030014
- Request Fulfillment Best Practice Guide - Using Rtasks: KB0024931
- Request Prioritization Guidance: KB0024729
- Spam as a record (REQ) in UW Connect: KB0022093
- State (RTask and PTask): KB0010475
- Tasks: KB0010336
- Using Checklists in UW Connect: KB0029727
- What are the differences between Request, Incident, and Problem?: KB0022908
- Working with Tags: KB0021671
- Working with Templates: KB0010242
Advanced