Creating a New Incident

     

    When system users need a service from the system administration team relating to the assets or any other service such as software installation and so on, they can send a request to the team. There are different modes of placing a request to the system administration team, such as web-based form, e-mail notification, phone call and so on. ServiceDesk Plus - MSP provides options to log details of a request originating in any of the above-mentioned forms.

     

    To create a new request using the web-based form

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

    2. Click the New Incident button in the Request index page. This opens the 'Default Request' Template form,

    You can also create new requests quickly and easily through Quick Create-Newincident and Change Template explained later in the page.

     

    Providing Incident Details

    1. In the default request form, select the Request Type from the combo box. The three default request types are,

      • Incident : Failure of a business service or degradation of a service for one or more users. E.g. Unable to print

      • Service Request: A standard request for some kind of service. E.g. Installing software, move from one place to another, reset password etc. A Service Request is not an Incident.

      • Request For Information: Request for information is basically in need of some information or knowledge.  

    The request type can be configured in Request Type under the Admin tab.

    1. Select the Status of the request. The default entry of the Status of the request will be Open.

    2. Select the Mode of request submission, request Level and Priority of the request from the combo box.

    3. Select the Impact, Impact Details and Urgency of the request from the combo box.

     

    Selecting the Requester

     

    You can select the requester from the list of users using the ServiceDesk Plus - MSP application.

    1. In the Requester Details block of the Incident form, beside the name field, click the requester lookup button (userslookup). The Requester List window pops up as shown below,

      select-requester

    Note:

    The requesters are populated based on the logged in technicians associated sites/accounts.

      1. From the above list of requesters, click the hyper-linked requester Name to choose the requester.

      2. If the requester list is huge, then you can choose to view only a select group of requesters by clicking the alphabets at the top, or by entering a search string and clicking Go. Now choose the requester name. The name of the requester is displayed in the Name field in the Requester Details block. If there are any other details associated with the requester, such as Contact Number, Department, Site and Workstation, then the relevant details will be populated in the respective fields.

      3. You can also add new requester directly by clicking the Add Requester button from the requester list page.

      4. And also you can edit the requester details directly from this page by clicking the edit iconedit-icon-in-select-requester-pagebeside each of the requester name in the list.    
    1. By default, the location of the requester gets populated in the Site text field. The requester can raise a request from a one site to a problem in a different site. In this case the site needs to be selected from combo box by the technician handling the request.

     

    Assigning Request to Group/Technician

    1. On selecting the site, the groups corresponding to the site gets populated under the Group field. The request is routed to the particular group by selecting the Group name from the combo box.

    2. On selecting the Group , technicians associated with the Group alone will be listed in the Technician drop down list.  Select the Technician for the request from the combo box.

     

    Classifying Request Category

    1. The request can be classified under various categories. Select the relevant category under which your request can be classified under the Category drop-down box.

    2. Select the relevant Sub-Category from the combo box. Also select the relevant Item from the combo box.

    3. Specify the subject line to be displayed while sending the request in the Subject text field. The subject line will be displayed as the request title hence this is a mandatory field.

     

    Describe Request

    1. Once you have specified the details for the request, you need to describe the request in detail. Provide a detailed description with any other associated details relevant to the request in the Description text box.

     

    Add Attachments to the Request

    1. In the Task Details block, below the Description text box, click the Attach file button beside the Attachments field to attach attachments. This opens an Attach File pop-up window as shown below,

    add-remove-attachment

      1. Click the Browse button and select the file to be attached from the file chooser window and click the Open button.

      2. Click the Attach file button. The selected file will be listed below the Attachments heading. If you have more files to choose, follow steps 2 and 3 repeatedly till you have attached all the relevant files. Please ensure that the total size of the attachments does not exceed 10 MB.

    The attached documents can be indicated with an attachment icon beside the title of the request in the request list view page.

     

    Adding Resolution for a Request

     

    You also have an option to add Resolution to the request in the new request form. If you have an answer or solution for the request you can quickly add in the resolution text field and add it to the request.

    The purpose of having resolution in the new request form is, when a technician is reported about a problem which has been already cleared by him/her then, in this case he can create a new request, specify the solution in the resolution field, set the status as closed and he can close the request. Thus this option makes the job easier for the technician to specify the resolution and close the request immediately. To add resolution,

    1. Click the button resolution-button beside Resolution title in the new request form. This opens the Resolution text field. Specify the solution in the given text field and add to the request. The resolution can be viewed by click the Resolution tab while viewing the request.

    1. Once you have done all the above, click the Add request button. The request gets added to the list of requests and can be viewed from the request list view which can be invoked by clicking the Request tab in the header pane.

     

    Additional Request Details

     

    You can define your own organization-specific fields that do not appear in the New Request form, from the Admin module. Depending on the fields, enter the required values for the fields. To know more about how to add user-defined fields in the new request form, refer to the Configuring Additional Fields section in the request form under the Helpdesk configurations. The newly created fields needs to be configured in 'Default Request' under Request Template.

     

     

    Quick Create

     

    Quick Create is optional and can be enabled under Self Service Portal Settings. Using the Quick Create - New Request form, you can create a request instantly. This form is available in the ServiceDesk Plus - MSP home page and in requests list page as shown below,

    Enter the Requester Name, Request Title, and Description in this form and click Save. You can select the requester name by clicking the user look up buttonuserslookupbeside the requester name field. If you feel you want to add more details before submitting, then you can do so by clicking the Add more Details link beside the Save button.

    request_quick_create

     

    The Quick Create - New Request form comes in handy when help desk agent is loaded with work. He/she just has to enter the requester name, request title, and description. The other details can be filled in by the technician who handles the request.

     

    Change Template

     

    A request can be created instantly using request template. The request form can be customised thereby creating individual request template for the most frequently raised requests.

    Select any one the template relevant to the request from the Change Template combo box in the new request form. The default request is the default template in the new request form. You also have the same templates listed under the New Request link. On selecting the template a request form with pre-filled values will be displayed, you have to just specify the Name in the form and click Add Request button to create a request.

    If the required request template is not listed in the combo box, then create a new request. Also you can create a new request template using Request Template option in the admin tab.

     

    Modes of Creating a Request

     

    You can create a new request in one of the following methods:

    1. E-mail the request to the Support e-mail address configured for the requesters account. The Support e-mail address would be aliased with the Mail account specified in Incoming Mail Server Settings. The e-mail will be automatically converted to a new request in the ServiceDesk Plus - MSP application.

    2. Call up the help desk agent and report an issue or explain the nature of your request. The help desk agent will manually feed in the details into the application through the web-based New Request form available in the Request module.

    3. Log in to the ServiceDesk Plus - MSP application using your own user name and password and fill in the New Request form or Quick Create - New Request yourself and submit your request.

    There can be other modes of requests also by which requests can get created. For more information on how to add additional modes, refer to Configuring Mode section.

     

     

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