Configuring Mode


    There are different modes of submitting a request to the IT help desk team. ServiceDesk Plus - MSP provides you the option of submitting the request through an online form. Instead, a requester can call up the IT help desk agent and inform him/her regarding an issue faced, where the help desk agent will ensure to log the details discussed over the phone call through the web-based form. The other mode by which you can submit a request is by sending a mail to the IT help desk team. The IT help desk will then log the details of the mail through the web-based form in the ServiceDesk Plus - MSP application. If there are other methods of reporting a request to the IT help desk team in your organization, you can add the corresponding mode.

    To open the mode configuration page,

    1. Log in to the ServiceDesk Plus - MSP application using the user name and password of an admin user.

    2. Go to Admin  > Helpdesk Customizer > Mode. The Mode List page is displayed. You can add, edit, or delete the request mode.


    Add Mode

    To add a request mode,

    1. In the Mode List page, click New.

    2. In the New Mode form, enter the Mode Name. If you want, you can enter the mode Description also. Please note that each Mode Name needs to be unique.

    3. Click Save. The new mode gets added to the already existing list.

    If you want to add more than one mode, then instead of clicking Save, click Save and add new button. This adds the new mode and reopens the add mode form.

    At any point, if you decide not to add the new mode, then click Cancel to get back to the mode list. Clicking the View List link on the top right corner of the add mode form will also take you to the mode list view.


    Edit Mode

    To edit an existing mode,

    1. In the list view page, click  > Edit beside the mode name that you wish to edit.

    2. In the Edit Mode form, you can modify the name and description of the mode.

    3. Click Update to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.


    Delete Mode

    1. In the list view page, click  > Delete beside the mode name that you wish to delete. A confirmation dialog appears.

    2. Click OK to proceed with the deletion. If you do not want to delete the mode, then click Cancel.




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