In this episode, we'll explore how organizations can enable service management capabilities within their Microsoft 365 ecosystem by integrating ServiceDesk Plus Cloud with Teams, Outlook, Calendar, and Azure Active Directory. Learn how IT teams can encourage collaborative efforts, promote accessibility, perform service desk operations, manage the availability of agents, and more to deliver unified service management for a dispersed workforce.
In this session, we'll cover the following key areas:
- Integrating with Microsoft Teams to enable self-service, browse solutions, raise tickets, notify users, etc.
- Handling tickets from within Outlook inbox using actionable messages without toggling windows
- Executing service desk functions like assigning technicians along with editing and picking up tickets from your mailbox using the ServiceDesk Plus Cloud add-in for Outlook
- Tracking the availability of technicians by syncing leave information between Microsoft Calendar and ServiceDesk Plus Cloud
- Managing and securing user information by integrating with Azure AD and enabling SSO
Frequently Asked Questions
Currently, it is not possible to map the additional fields in Azure AD with those in ServiceDesk Plus Cloud. Although, you can map the additional fields in ServiceDesk Plus with Azure AD.
Yes, using the ServiceDesk Plus Cloud add-in for Outlook, you can create tickets from your mailbox by choosing the desired templates for incidents and services. You can create a new ticket by using the + icon in the ServiceDesk Plus add-in.
No, it is not possible to convert a message into a request on Teams. By using the /create request chat command, you can create a new request from the ServiceDesk Plus chat bot on Microsoft Teams.
Currently, it is not possible to access the Activities tab in Teams. You can view the tasks under the Home tab in Microsoft Teams.
Currently, the Teams integration is not available in Spanish.
Yes, it is integrated globally and it can be enabled by the admin.
Yes, it is integrated globally. But, authorization is account-specific.
Users are auto-synced once every 24 hours using AD user sync. The time of the next sync cycle will be displayed on the Azure AD user sync card.
It is not mandatory to enable Microsoft Azure in ServiceDesk Plus Cloud to use Azure AD user sync. It is an additional authorization step to Azure AD SSO to import additional details like users' sites, departments, job titles, reporting managers, and more into ServiceDesk Plus Cloud.
When users are deleted from ServiceDesk Plus manually, they are not re-synced by default.
No, when users are synced from Azure AD, login will be enabled for users automatically.
When SSO is enabled, users cannot use their existing credentials, because they will be redirected to log in to the application using SSO. You can learn more about Azure AD SAML SSO here.
You can import users based on set criteria. To import only those users with licenses, you can match the User type with Member.
Yes, the enterprise service desk instances are data and process autonomous. These instances can interact with each other using automations, workflows, custom functions, and more. You can move existing requests from one instance to another using the Move request option under the Actions menu in the request details page. To learn more about moving requests, you can visit our admin guide.
You can delete users in ServiceDesk Plus by removing their accounts from Azure AD.
Email IDs are the unique identifiers of users in ServiceDesk Plus and Azure AD. If the details of the users available in ServiceDesk Plus do not match with Azure AD, then it will create new accounts in ServiceDesk Plus.
You can customize the content of the actionable messages for notifications across different modules by navigating to Setup > Automation > Notification Rules. You can fetch the required ticket parameters using the $ symbol and preview the email notification. You can learn more about actionable messages for Outlook here.
At present, it is not possible to sync ServiceDesk Plus Cloud with multiple Azure AD tenants.
No, you can only record the leave information of technicians for the entire day.
You can view the list of available commands on the ServiceDesk Plus chatbot using the /help command.
No, it is not possible to set up backup technicians to manage tasks when technicians are unavailable.
Users with the following roles and permissions can access the details on the Tech availability chart: SDAdmin with OrgAdmin, SDAdmin, SDSiteAdmin, SDCo-ordinator.
Yes, you can match the details of existing accounts if you use Azure AD user sync to sync user details in ServiceDesk Plus Cloud. To learn more, you can check the admin guide here.
For further information, you can write to email@example.com and we'll be glad to help you.