ServiceDesk Plus


    Create an Incident


    When you need to report a failure or problem of your system to the IT help desk team, then send a request to the team. There are different modes of placing a request to the IT help desk team, such as web-based form, e-mail notification, and phone call. ServiceDesk Plus - MSP provides options to log details of a request originating in any of the above-mentioned forms.

    To create a new incident 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 link available just below the tabs in the header pane.


    Requester Details

    In this block, your name and the workstation that has been associated with you are displayed. The Name, Contact number and Site is non-editable. From the Asset drop-down list, select the workstation to which the issue that you are submitting is related. Depending on the configurations set by the ServiceDesk Plus - MSP administrator, the workstation list will have all the available workstation in your organization or it may have only the workstations that are associated with you. Select the Type of assets from the drop down such as, access point, routers, workstation and so on. Selecting All Assets, lists all the assets available in the application, irrespective of the asset type. You can further filter the assets according to sites using the Site drop down. Selecting a site lists the assets from that particular site. Selecting the workstation is not a mandatory requirement. Only if the issue is related to the workstation, you need to select it.



    Classifying Category

    The Category drop-down box, lists the categories under which an incident can be classified. Select the relevant category to which your incident request can be grouped. Select the relevant Sub-Category from the combo box. Also select the relevant Item from the combo box.



    Describe Incident Request

    Once you have assigned the category and priority for the incident, describe the request in detail. The detailed request has two components to it, namely Subject and Description. In the Subject field, provide a relevant title to the incident that will exactly summarize your request content. Then, provide a detailed description with any other associated details relevant to the incident in the Description text box.


    Add Attachments to the Request

    1. Below the Description text box, click the Attach File button. Click this. This opens an Attach File pop-up window.


    2. Click the Browse button.

    3. From the file chooser window, choose the file to be attached.

    4. Click Open.

    5. Click Attach File. The chosen file gets listed in the table below the browse field. If you have more files to choose repeat the steps 2,3, and 4 till you have attached all the relevant files.

    6. Click Attach File. The selected files are attached to the request.

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


    Additional Fields

    Any additional fields which the requesters can set can be viewed below the description text field. Enter relevant details in the field.


    Modes of Creating an Incident Request

    There are different modes of creating an incident request. One of them is using the web-based form. To use the Web-based form, you must have login access to the ServiceDesk Plus - MSP application. If you do not have a login access to the application, then you can submit your request in either of the other two modes:

    1. E-mail the request to the help desk team. This e-mail will automatically be changed to a new request in the ServiceDesk Plus - MSP application and any actions to be performed on the request will be immediately taken into notice.

    2. Call up the IT 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 Incident form available in the Request module.




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