6 incident management hacks to implement using ServiceDesk Plus
Technicians do not have access to the requesters' self-service portal. As an alternative, technicians can create a custom view under the Request List View to filter out the requests in which they are marked as the requester.
There's no option to have attachments displayed in Reports or Custom Views. However, attachments can be exported. To export attachments, go to Setup > Data Administration > Export Data and select the attachment module.
The field for sites is usually automatically set for a request based on the requester's Associated Site. For this to work, the requester's site has to be recorded in the requester's details in the application.
To export CSAT surveys, go to Reports and choose Surveys.
No, fonts can be applied to only individual reply templates.
Announcements can be viewed only after a user logs in to the application. However, announcements can be sent via email if you want users to view them without having to use the self-service portal.
The service desk tab can be set up within Microsoft Teams to view your requests. For more information, please follow the link below: https://help.sdpondemand.com/servicedeskplus_cloud_for_teams$add-tab-to-channel If you need any clarification, please write to email@example.com and we'd be happy to assist you.
You can choose any module in the search bar, irrespective of the module you’re in, and search for data. You can’t search across all modules and access the results in one view as of now.
Thanks for raising this requirement. We will look into it.
Yes, new features will be introduced in the coming months for the Android and iOS mobile apps.
We are working on performance enhancements and will roll them out in one of our future releases.
This requirement is in our product roadmap and will be available in future updates.
5 hacks to create and deliver an effective Service Management in your organization
Requesters do not need a separate license to access the self-service portal. Your organization's administrator can provide them with the login credentials to access the portal.
You need to download the ServiceDesk Plus Cloud apps to your iOS or Android devices and configure the service desk URL, after which end-users can sign in using their credentials. Learn more about the ServiceDesk Plus mobile application here.
You can create up to 10 instances by default using the enterprise service desk capabilities in ServiceDesk Plus. Each instance needs its own license.
If you're already on a paid version, you can use the Free edition of ServiceDesk Plus for only one of your additional service desk instances.
An incident template is a ticket form comprising a set of predefined fields that helps ease the process of reporting a specific type of incident.
Tasks in ServiceDesk Plus are used to perform different activities associated with resolving or fulfilling a particular ticket. Task templates can be used to create common tasks quickly without having to fill out the associated fields every time.
You need to purchase technician licenses individually for each service desk instance.
Yes, this is possible, because ServiceDesk Plus integrates with ADManager Plus out of the box. You can reach out to us at firstname.lastname@example.org for help regarding this integration. We are happy to provide you with the necessary documentation to implement this integration.
Please note that this integration is available only in the Enterprise edition of ServiceDesk Plus Cloud.
You can access the admin guide on automation capabilities in ServiceDesk Plus here. If you have any questions or need further clarification, please contact us at email@example.com. We're always happy to help you out.
You need to write multiple rules to show or hide options and fields depending on your specific requirements. If you need any assistance in setting this up, please write to us at firstname.lastname@example.org.
You can create a single request in one instance, say the IT instance, and either transfer the request to other instances or set up a script so that the request is duplicated in the HR instance.
Please write to us at email@example.com if you need any help with this.
The service catalog is available out of the box only in the Enterprise edition. In the Standard and Professional editions, the service catalog is available as an add-on.
Please write to us at firstname.lastname@example.org if you're interested in upgrading your license or purchasing an add-on.
Please write to us at email@example.com detailing your requirements and we'd be more than happy to help you.
Build Efficient Change Workflows Using ServiceDesk Plus Cloud
As of now, only one change can be associated with a project.
No, the change stage/status cannot be updated on task completion. The technician has to modify the status manually. However, with closure rules (Setup > Automation), you can restrict the change from moving to the next stage without the completion of associated tasks.
Yes, it is possible to associate one change workflow with multiple change templates.
Please contact your service desk administrator regarding the access permissions for Change Management. If the issue persists, you can drop an email to firstname.lastname@example.org and we'll get in touch with you.
Yes, you need to be an SDAdmin in the application.
Please share a detailed description of your requirement with us at email@example.com and we'll get in touch with you.
5 hacks to implement an effective Asset Management in your organization
Assets can be assigned to Users or Departments. Locations can be added as well by configuring them as Sites (Setup > Instance Configurations > Sites).
Customers generally decide where to install the probe based on their organization’s setup. The probe can be installed on any Windows machine or server. For detailed information on setting up the probe, please follow the link below: https://help.sdpondemand.com/install-probe.
Please follow the link below for detailed information on the supported devices and the attributes we fetch during the scan: https://help.sdpondemand.com/asset-scan-details
The last logged-in user can be suggested. However, the assignment has to be done manually.
The CMDB module is available in the Enterprise Edition and as an add-on in the Professional Edition of ServiceDesk Plus Cloud. Please check with your service desk administrator regarding access to the CMDB. If the issue persists, please reach out to our support team at firstname.lastname@example.org; we'd be more than happy to assist you.
Please email your detailed requirements to email@example.com and we will have a technician get back to you on the feasibility of that use case.
We only gather the software names; we do not fetch the DLL information.
Currently we do not have plans to sync devices from Azure AD.
Assets with the Expired or Disposed status are excluded from licensing.
The names of the software installed in assets are fetched during the scanning process.
For SNMP devices, deep scan will work only for printers, routers, and switches. When scanning a firewall, we just classify the asset as a firewall. Learn more at https://help.sdpondemand.com/asset-scan-details.
It is currently in the development phase. We do not have an exact ETA, but we will share more information once it has moved to the testing phase.
We do not have any specific limitation; a single probe can scan any number of assets. The probe needs to be able to ping all the machines in your organization from the host machine where the probe is installed. Also, please check the basic requirements at this link: https://help.sdpondemand.com/scan-related
You can write a batch file that calls SelfScan.exe along with required arguments, i.e, create a notepad and add a self-scan path with the argument (C:\Folder\SelfScan.exe apiKey=xxxx), and save it as a .bat file. Now configure this batch file in the Windows task scheduler.
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Senior Technical Evangelist