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Welcome to RANCAQ

A service desk and asset registry for internal IT teams — who uses which part.

RANCAQ is a service desk and asset registry application for a company's internal IT team. Employees use it to ask IT for help, the IT team uses it to work on tickets and keep track of assets, and admins use it to configure everything.

What RANCAQ does

RANCAQ records every request for IT help as a ticket. There are two kinds of tickets:

  • Incident: something that used to work is now broken or showing an error, for example you can't log in to email.
  • Service request: something new you need, for example application access, a replacement laptop, or a license. Requests can be submitted through the Service catalog using forms prepared by an admin, and some of them need approval before they are processed.

Every ticket has a number, a status, a priority, a responsible team, and a conversation history. For tickets covered by an SLA policy, RANCAQ also tracks response and resolution deadlines based on working hours.

Besides tickets, RANCAQ has an asset registry: a list of IT devices and assets and who holds each one. Assets can be linked to tickets.

Who uses which part

RANCAQ has two views. The menus you see depend on the roles on your account.

UserViewWhat they do
EmployeesPortalAsk for help, pick services from the Service catalog, follow My tickets, and decide Approvals when assigned as an approver
IT team (agents, team leads)Console, Operations sectionWork the Tickets queue and open the Assets registry
AdminsConsole, Administration sectionConfigure the organization, users, teams, roles, working calendars, SLA, service catalog, email channels, and read the audit log

IT team members and admins can still open the Portal to ask for help for themselves. How to move between the Portal and the Console is explained in Signing in and navigation.

Start here

For employees:

  1. Signing in and navigation: how to sign in, the Portal, language, and theme.
  2. Asking for help and requesting services: creating tickets with Get help or the Service catalog.
  3. Following your tickets: reading statuses, replying, and closing tickets.

For the IT team:

  1. Core concepts: ticket kinds, statuses, priority, SLA, teams, and roles.
  2. Ticket queue and Handling tickets.
  3. SLA and deadlines, Approvals, and Asset registry.

For admins:

  1. Organization and Users, teams, and roles.
  2. SLA and calendars, Service catalog, and Email channels.
  3. Audit and Installation.

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