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 firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org. 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 email@example.com.
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 firstname.lastname@example.org 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 email@example.com if you're interested in upgrading your license or purchasing an add-on.
Please write to us at firstname.lastname@example.org detailing your requirements and we'd be more than happy to help you.
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