ServiceDesk Plus

    Create an Incident

     

    If you have a failure or problem in your system, then raise an issue, i.e., send a request to the IT Helpdesk team. There are different modes of placing a request; using web-based form, sending an e-mail notification and making a phone call. ServiceDesk Plus provides options to log details of a request originating in any of the above mentioned forms.

    This section explains you in detail on how to raise a request using a web-based form.

    Steps to Create a New Incident using Web-based Form

    1. Log in to the ServiceDesk Plus application using your User name and Password.

    2. Click the Requests tab.

    3. Click the New Issue button available under the My Requests list view.

    1. Fill-in the following information in the New Issue form displayed.

      Basic Details:

      1. Choose a template from the Change Template drop down. Apart from the Default Request, many other user-defined templates are also available.

      2. Set Priority for the issue ('High', 'Low', etc).

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    Requester Details:

    1. In this block, your Name, Contact number, Department, Job Title and Site are displayed and these fields are not editable.

    1. Asset: From this drop down, select the asset to which the issue that you are submitting is related. If the drop down. is empty, click the icon that shows up with the Select Assets window. Depending on the configurations set by the ServiceDesk Plus Administrator, the workstation list will have all the available workstations in your organization, or it may have only the workstations that are associated with you. Select the Type of assets from the drop down such as, Workstation, Access point, Routers and so on. Selecting All Assets lists all the assets available in the application, irrespective of the asset type. You can further filter the assets according to sites using the Site drop down. Selecting a site lists the assets from that particular site. Selecting the workstation is not a mandatory requirement. Only if the issue is related to the workstation, you need to select it.

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    Classifying Category/Subcategory/Item:

    The Category drop-down lists the categories under which your incident could be classified. Select the relevant Category, Sub-Category and Item from the available combo boxes.

     

    These fields are not shown, if you choose any other template except the the Default Request Template.

    Subject:

    Specify a relevant subject to the request (e.g., printer problem) that exactly summarizes the purpose of your request. Once you start typing the subject and hit the spacebar, automatic suggestions of available solutions (if any) for the request shows up (as you see in the below image). This will ensure that a new issue is raised, only if a relevant solution is not available in the solution database.

     

    i) This auto-suggest feature searches a particular field-Keyword in the Solution index. In addition, the Announcements column is cross-checked for any pre-existing announcements relevant to the user issue.

    ii) The auto-suggest feature may not yield results in Chinese, Japanese and Korean languages.

     

    Now, you can do either of the following:

    1. Ignore the automatic suggestions and continue to fill the form.

     

    In case, if you ignore viewing the automatic suggestions in this section, you will be prompted to do the same at the time of adding the request.

    [OR]

    1. Choose any of the suggestions. Click to open its details in a new window.

    • Click Cancel Request, if you find the solution to be apt for your request. The form gets closed and you will be taken back to the My Requests list view.

    • Click Continue Request, if the solution is not the one you are looking for. Continue to fill the New Issue form.

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    Description:

    Provide a detailed description with any other associated details, relevant to the incident request in the Description text box.

    Attachments:

    You can add Attachments to your request.

    1. Click the Attach File button. This opens the Attach File pop-up window.

    2. Click the Browse button.

    3. From the file chooser window, choose the file to be attached.

    4. Click Attach File. The chosen file gets listed in the table below the browse field. If you have more files to choose repeat the steps 2,3, and 4 till you have attached all the relevant files.

    5. The selected files are attached to the request.

    Add Request:

    1. If you have already checked the suggestions, clicking the Add request button will submit the request directly.

    2. If you have not checked the automatic suggestions while entering the Subject, the below popup is displayed.

    1.  If you do not wish to view the suggested solutions even now, you can continue creating the new request by clicking Submit My Request.

    2.  If you want to view the suggestions before proceeding, click View Suggestions. A window pops up with the automatic suggestions of the available solutions (if any) for the request.  Now, you can do either of the following:

      • Click the required suggestion to open its details.

      • Click Cancel Request, if you find the solution to be apt for your request. It takes you back to the My Requests list view.

      • Click Submit Request, if you do not find the solution to be apt for your request. Your request will be submitted. The request is added to the list of requests and can be viewed from the Request list view.

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    Other Modes of Creating an Incident Request

    Apart from the web-based form to creating an incident request, there are other two modes. To use the Web-based form, you must have login access to the ServiceDesk application. If you do not have a login access to the application, then you can submit your request by using either of the below two modes:

    1. E-mail the request to the help desk team. This e-mail will automatically be changed to a new request in the ServiceDesk Plus application and any actions to be performed on the request will be immediately taken into notice.

    2. Phone Call: Call up the IT help desk agent and report an issue or explain the nature of your request. The help desk agent will manually feed in the details into the application through the web-based New Incident form available in the Request module.

     

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