In the upcoming episode of Masterclass 2023, we will explore how service management teams can leverage ManageEngine ServiceDesk Plus Cloud to efficiently design, launch, and manage IT and enterprise services for a hybrid workforce. In this episode, you'll gain insights for optimizing service management workflows with a unified platform and amping up the employee experience across the enterprise.

In this episode, we'll explore:

Frequently Asked Questions

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For adding a new instance itself, there is no extra cost. However, the license for each instance is stand-alone and would have to be purchased. As of now, you can add six instances, out of which there can be a maximum of two trial or free instances at a time.

You can assign organizational roles to users under Setup > Instance Configurations > Organization Roles.

No, any user with login access to the instance and with the Request Approver check box enabled in their profile can be added as an approver for requests.

Yes, if the tasks are not completed within the scheduled time, you can notify the owner or group by enabling the Notify owner/group technicians when a task is not completed within the schedule option under Setup > Automation > Notification Rules > Tasks.

No, Zia is not sold separately. You can activate the chatbot in your instance under Setup > Zia > Zia Chatbot.

You can configure external emails under Email to Notify. You can also configure notifications for the emails either by using Notification Rules or by selecting the recipient under Request Users > Email CC users for custom notifications.

The major difference is that Form Rules and the actions available only apply inside the template forms (for example, hiding/showing fields and removing/adding options). Business Rules apply whenever the set condition is matched, even for requests raised through email.

There are also some other differences, including that Business Rules can have different configurations for different sites, different configurations for incident and service requests, and different conditions and actions.

Yes, this can be done with the Maintenance module. We covered that in our previous episode. Please refer to our help document for more information on this feature:

We do offer preconfigured templates. However, we do not have any preconfigured rules or other template-specific configurations like tasks and approvals.

To move a request between instances, you need to go to Actions > Move Request after opening the request ticket.

Yes, you can set the technician role's view permissions, based on which you can restrict the technicians from viewing other group request tickets.

Yes, you can set up condition-based SLAs to update SLAs. To do so, go to Setup > Automation > Service Level Agreements, create or edit an SLA, and select the Apply conditions based on criteria option.

For further information, you can write to and we'll be glad to help you.

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