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
Login to the ServiceDesk
Plus application using the user name and password of an admin user.
Click the Admin
tab in the header pane.
In the Helpdesk
block, click the Helpdesk Customizer
icon . The next page displays the list of request form
attributes that can be customized on the left menu and the category list
from the left menu. The Mode List
page is displayed. You can add, edit, or delete the request mode.
Add a Mode
To add a request mode
In the Mode List
page, click Add New Mode link at the top right corner.
In the Add Mode
form, enter the Mode Name. If you want, you can enter the mode
Description also. Please note that each Mode Name needs
to be unique.
Click Save. The
new mode gets added to the already existing list.
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.
At any point, if you decide not to add the new mode, then click Cancel
to get back to the mode list. Clicking the View List link on the
top right corner of the add mode form will also take you to the mode list
Edit a Mode
To edit an existing mode
In the Mode List
page, click the edit icon beside the mode name that you
wish to edit.
In the Edit Mode
form, you can modify the name and description of the mode.
Click Save to
save the changes. At any point, if you wish to cancel the operation that
you are performing, click Cancel.
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
In the Mode List page,
select the check box beside the mode name to delete.
Click Delete button. A dialog box confirming the delete operation appears.
Click OK to proceed
with the deletion. If you do not want to delete the mode, then click Cancel.
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.