WorxCenter
Desk duties and handovers
Plan service desk duty rosters, review coverage and manage handovers. Keep primary, backup and specialist responsibilities clear as shifts change.
Scenario#
A department plans next week's desk coverage, replaces a primary handler who is on leave and hands open requests to the incoming duty team.
Steps#
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Plan the roster
Configure duty windows and eligible people for primary, secondary and specialist roles. Preview the roster before publishing the desk's coverage plan.
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Handle coverage changes
Review scheduled and live coverage, then use authorized overrides when assignments need to change. Leave backup and presence behavior follow the desk configuration.
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Hand over open work
Use the desk brief and handover items to see outstanding requests. Record the next action and ownership as responsibility moves between duty periods.
See Desk duties and handovers on the product site
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