Yes, it is possible to disable the Quick create option. It is available as a configurable option under Admin -> Self Service Portal Settings.
This is configurable under Admin -> Self Service Portal Settings. [ Screenshot ]
Yes, this can be possible with our API functionality under Admin -> General -> API where you can create a form similar to the one used in the other application, and design it in such a way that ticket will get automatically created in ServiceDesk Plus.
You can also import the request from another helpdesk using Import from XLS option under Request tab
Click Open Tasks button (present above Request list view, to the right of Settings drop-down) to view all Tasks in Open Status.
Request associated to Tasks get displayed under Link Column in the form of Request ID, which when clicked will open that particular Request.
[ Screenshot ]
ServiceDesk Plus helps you to merge 2 or more requests and combine them into a single request. Requests can be merged from the request list view page and from a request details page. The following two examples will help you in understanding the merging technique and after the merging process which request will be the parent request.
No. All the notes, resolution and worklog added in the parent request will not be associated to the child request.
This is a Service Level Agreement configuration which can be configured according to your convenience.
Go to Admin -> Service Level Agreement -> edit the given SLA and change the resolution time accordingly so that you can have the desired time frame before a request becomes overdue.
Technicians can start using the Add Work Log functionality of ServiceDesk Plus which helps in calculate the exact time spent by a technician on an Incident.
The template is available under Admin -> Notification rules -> Notifying for Approval Template where you can customize the content of the message.
Refer to the instruction given below to connect to the database;
You can use the custom filter icon in the request list view page to create custom views in such a way that tickets based on the filter is listed. The filters can also be made private. [ Screenshot ]
Yes it is possible under Admin -> Helpdesk Customizer -> Request closing rules. Request closing rules can be used to select the mandatory fields to be filled in by the technicians while closing the requests.
In our latest version (v 7.5) we have 'Approval Status' as one of the fields in the request column customizer to be displayed in the request list view. On choosing 'Approval Status' column from request column chooser, the requests that require approval and the requests that are approved is displayed.
Step 1: Delete all the requests in your ServiceDesk Plus application.
Step 2: Connect to the database and execute the query,
delete from seqgenstate where seqname like 'workorder%';
The Priority Matrix (Admin -> Helpdesk Customizer) helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis and Urgency in the x-axis of the matrix. Priority Matrix is a one-time configuration by the Administrator for the given Impact and Urgency values.
Based on ITIL best practices, it is recommended to define and follow priority matrix as it reflects the business need. However it is designed flexible enough for technicians and requesters to override the matrix according to their needs.
Go to Admin-> Self Service Portal Settings and change the default currency from $ to ?.
According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure.
i) Create and Educate users about your closure policies
You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the incident closure.
ii) ServiceDesk Plus helps you with Incident Closure
Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus will send an email to the requester asking if the resolution helped. If the users does not respond within 2 days the request will be automatically closed.
Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status.
To configure Automated Close, select Admin -> Helpdesk customizer -> Request closing rules. [ Screenshot ]
According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. This is the reason for displaying the pop up when you close an incident. It is an ITIL best practice. But for your convenience we are providing an option to disable it in our latest version (v 7.5).
You can disable this option under Admin -> Helpdesk Customizer -> Request Closing Rules -> Confirm User Acknowledgment section.
Enable the notification rule 'Email User when a Request is Resolved' under Admin -> Notification Rule, to send an email to the requester when the technician changes the request Status to 'Resolved'. The user can look into the resolution provided by the technician in the email. A Close Request link will be available with which, the requester can close the request raised by him. If the resolution provided by the technician is unsatisfying, then the requester can reply back to the notification mail to reopen the request.
You can also enable Allow requesters to reopen their own requests from Admin-->Self Service portal settings.
Check the other FAQ modules or you can contact our support team at firstname.lastname@example.org