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The Masterclass sessions will be conducted live on every fourth week of the month. You can find the tentative schedule below.

6 incident management hacks to implement using ServiceDesk Plus

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Q & A

6 incident management hacks to implement using ServiceDesk Plus

We have technicians who are also end users. Can technicians view the self-service portal?
How can we produce a view or report that shows attached documents?
Is it possible to set or change the site field using automations?
How can I export CSAT surveys?
Is there a way to apply a default font for all reply templates?
Is it possible to have announcements presented before users log in to the unauthenticated login page?
Which add-on for Teams were you using? I am using the Zia add-on but would like the one you showed where we can view our requests.
Can a search be performed across all modules instead of just a specific one?
Are you planning any changes to the mobile app?
Why does the new UI display more slowly compared to the old one?
Can we import data to the Conversations module in HTML format?

5 hacks to create and deliver an effective Service Management in your organization

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Q & A

5 hacks to create and deliver an effective Service Management in your organization

Do I need a separate license for providing requesters with access to the self-service portal?

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.

How do I set up the ServiceDesk Plus mobile application and connect it to the service desk portal?
How many different service desk instances can be created in ServiceDesk Plus? Do I need to purchase a license for every instance?
What's the difference between a task template and an incident template?
Can a technician license be used across all service desk instances?
Is it possible to create a user account in AD from ServiceDesk Plus Cloud if we're using ADManager Plus, too?
Where can I access the admin guide to create request life cycles, business rules, and additional field resources?
When working with Form Rules, is it enough to set up just one rule to show and hide fields based on the changes to a particular field value?
In the case of onboarding a new employee, should the hiring manager raise multiple requests (one in each instance) for the new hire? For example, one request to the IT department for provisioning hardware and software, one to the HR department for performing HR functions, and so on.
I can access only the incident management module in ServiceDesk Plus. How can I access the Service Catalog in my ServiceDesk Plus Cloud instance?
Where can I access the license model for ADManager Plus?

Build Efficient Change Workflows Using ServiceDesk Plus Cloud

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Q & A

Build Efficient Change Workflows Using ServiceDesk Plus Cloud

Is it possible to attach multiple changes to a project in ServiceDesk Plus Cloud?

As of now, only one change can be associated with a project.

Can the change ticket's status be updated based on the completion of tasks?
Can we associate one change workflow with multiple change templates?
How can I access Change Management under Customization in my ServiceDesk Plus instance?
Do I need access permissions to view, create, or modify change workflows?
Can you provide different methods or a checklist for us to address the risk assessment of a change?

5 hacks to implement an effective Asset Management in your organization

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Q & A

5 hacks to implement an effective Asset Management in your organization

If an asset is marked as "In store," is there a way to assign it to a particular location—for example, “server room rack 2”?

Assets can be assigned to Users or Departments. Locations can be added as well by configuring them as Sites (Setup > Instance Configurations > Sites).

Do you recommend installing the probe on the domain controller?
What asset information is scanned during the discovery process?
Can we automatically assign an asset to the last logged-in user fetched during discovery, or do we need to assign the asset manually?
I am unable to access the CMDB module in my ServiceDesk Plus instance.
Is there a way to import asset relationships?
Are all the DLLs for popular software grouped under a software “Name”?
Do you plan to integrate ServiceDesk Plus Cloud with Azure AD to synchronize assets with AAD devices?
Does the ServiceDesk Plus node license include assets in the Expired state?
How are the names of software fetched into ServiceDesk Plus Cloud?
When we perform asset discovery, why does the scan not fetch complete information for the firewall when compared with scanning assets like switches or servers?
When can we expect the agent for asset inventory?
How do I configure a probe? And how many nodes can be scanned using a single probe?
We are facing an issue with the script-based scanning technique. Multiple systems are failing in the Windows task scheduler. Can we have a .bat file to run the script and task scheduler?

You can access our previous sessions here:

  • Run your IT like a business: Developing an analytical approach to service management

  • Building an effective IT asset management strategy with ServiceDesk Plus

  • Implementing an effective change management process with ServiceDesk Plus

  • Setting up a service catalog for your remote workforce with ServiceDesk Plus (Cloud)

  • Managing major incidents with ServiceDesk Plus (Cloud)

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