In this first episode, we'll explore how IT service desk teams can save time and effort by creating customizable templates to handle various ITSM practices including incidents, service requests, problems, changes, projects, releases, and solutions. We'll also talk about simple, no-code techniques like field and form rules to make the templates dynamic and to streamline information collection from different stakeholders.
In this episode, we'll walk you through the following:
- Building templates tailored to specific scenarios with custom fields and sections
- Making the templates dynamic and flexible using field and form rules and associating relevant stakeholders by linking roles
- Configuring and connecting automation with templates including SLAs, workflows, and more
Frequently Asked Questions
When a user is mapped as an Approver, they will receive an email notification and a push notification to approve or reject the request. It is not mandatory to use the Approvals tab.
This can be achieved using a custom script or custom function based on your exact use case.
Yes, you can configure approvers without using Organizational Roles. Any user with Request Approver permission can be mapped as an Approver to a request.
You can ensure a smooth approval process when an Approver is unavailable. You can delegate approvals to a different user or perform a custom action based on your configuration under Home > Delegation. For more information, visit this page.
Generally, a change request is raised when you are planning to add/remove/modify your IT infrastructure with minimal impact on business. You can visit help documentation for more information about changes and requests in ServiceDesk Plus Cloud. You can also watch our previous MasterClass episodes here.
You can create a business rule with the required conditions and actions to match the request to the right template. You can find more information about business rules here.
You can create additional fields of specific data types. These fields accept information that matches the data type. But it is not possible to verify if information entered by the user follows the required format.
To associate an SLA, you can go to the SLA tab under a service request template and click on Associate. You can select a default SLA from the given list and also associate User groups. You can also create a new SLA from within the template. To know more, you can visit this page.
It is best practice not to tamper with a closed PO. ServiceDesk Plus follows this by default. Instead, you can create a new PO to receive items to suit your business needs.
The application has default templates that you can customize, or you can create new templates to suit your business requirements.
Technician view displays the appearance of a ticket to technicians when they raise a request. The Requester View enables technicians to design the form from an end user's perspective. To restrict the accessibility of a template, specify the required technician and user groups.
You can use the Technician auto-assign feature to assign requests automatically using algorithms like round-robin and load balancing. You can also train the AI assistant Zia to predict technicians.
You can add the Assets field to the template to access assets from your inventory and associate them while raising a request.
This can only be done by technicians manually.
To restrict the visibility of assets, you can go to Setup > General Settings > Requester Portal > Requester Portal Settings and enable Show only associated assets to a requester upon creation of request. Otherwise, all the assets will be visible to the requester.
Yes, ServiceDesk Plus Cloud offers a sandbox environment to test your configurations before deployment. You can learn more about it here.
ServiceDesk Plus does not integrate directly with the SharePoint Knowledge Base. But you can bridge ServiceDesk Plus Cloud with other applications using API integration. Find out more here.
Yes, videos can be added as an attachment to the solutions.
While creating the request, the asset associated with the user can be selected in the Add Request form. You can then view the other linked assets from the relationship map. Alternatively, you can also group assets under the Assets tab and based on the asset selected by the user, you can view the other relevant assets in the group.
Currently, it is not possible to display help text in templates.
Currently, resourced information cannot be captured in reports.
Yes, the details of servers and the association should be available in the CMDB module and the CI field can be mandated in the Change template. While raising a change request, the corresponding CIs can be chosen by the user accordingly. Alternatively, the details of the server can be added to the Assets module and users can select the server in the Assets Involved field.
Yes, you can allow the requester to access the Changes module by associating them to change roles under Setup > Customization > Change Management. You can create change roles with specific access permissions and associate them with users. Additionally, you can allow requesters to create a change request by enabling the Create Changes permission from their user details page.
Currently, it is not possible to group resolution templates.
You can use the fullscreen icon to expand the description section to fit the whole screen.
The Solution module is a knowledge base which the users can refer to before raising requests. Resolution contains specific instruction which is used for resolving the specific request.
No, only SDAdmins can create the templates.
Hover over the Requester Name field and click the icon. Select the sub-fields to be configured and save the template.
Other than SDAdmin and SDReleaseManager, users cannot view the Releases module unless they are associated to a release role under Setup > Customization > Release Management.
Yes, you can create your own custom template with required fields to report cyber incidents. For more details on template customization, please refer to this page.
You don't have an option to add the template as a desktop shortcut or icon. End users can only access the template when they log in to the application.
You can send custom notifications to end users when a request is updated or closed. To configure notifications, go to Setup > Automation > Notification rules.
Alternatively, you can use reply templates to send a mail notification. To create a custom reply template:
- Go to Setup > Templates & Forms > Reply Template
- Click New Template
- Add the required data
- Click Save
Refer here to know more about the reply template configuration.
Yes, you can use the duplicate request option to create a new request using the details of the existing request. On the request details page, go to Actions > Duplicate request.
For further information, you can write to email@example.com and we'll be glad to help you.