Helpdesk Configurations


    Various helpdesk related configurations need to be performed by the admin user, before the ServiceDesk Plus - MSP request module can be opened for real time functioning of fetching the IT help desk mails and tracking the same. The following helpdesk configurations need to be made for the new request form to capture meaningful information that can help the technicians solve the reported issue faster:

    1. Request category

    2. Request Status

    3. Request level

    4. Request mode

    5. Impact

    6. Urgency

    7. Request priority

    8. Request Type

    9. Configuring Additional Fields that need to appear in the new request form, so as to collect very specific information

    10. Request Closing Rules

    11. Notification Rules

    12. Request Template

    13. Resolution Template

    14. Reply Template

    15. Task Template

    16. Configuring WorkLog - Additional Fields

    17. Configuring Requester - Additional Fields

    18. Configuring Technician - Additional Fields


    To access the helpdesk configurations:

    1. Login to the ServiceDesk Plus - MSP application with the Username and Password of a ServiceDesk Plus - MSP Administrator.

    2. Click the Admin tab in the header pane.




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