There are different modes of submitting a request to the IT help desk team. ServiceDesk Plus provides you the option of submitting the request through an online form. Instead, a requester can call up the IT help desk agent and inform him/her regarding an issue faced, where the help desk agent will ensure to log the details discussed over the phone call through the web-based form. The other mode by which you can submit a request is by sending a mail to the IT help desk team. The IT help desk will then log the details of the mail through the web-based form in the ServiceDesk Plus application. If there are other methods of reporting a request to the IT help desk team in your organization, you can add the corresponding mode. To open the mode configuration page
To add a request mode
If you want to add more than one mode, then instead of clicking Save, click Save and add new button. This adds the new mode and reopens the add mode form.
To edit an existing mode
Even while editing a mode, if you wish to add new mode, then click Save and add new button instead of clicking Save button after making the changes.
NOTE: If the mode is greyed instead of getting deleted, then the mode is being used by a module. Greying indicates that the mode value will not be available for further usage. To bring the mode value back to usage, click the edit icon beside the greyed out mode and deselect Mode not for further usage check box.