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The Masterclass sessions will be conducted live on every fourth week of the month. You can find the tentative schedule below.

6 incident management hacks to implement using ServiceDesk Plus

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Q & A

6 incident management hacks to implement using ServiceDesk Plus

Is the Priority Matrix feature available across all editions?
Can end users share their requests with co-workers?
Is there a way to search for incident and service templates at the same time?
Is there any option to configure a higher level of escalation based on severity?
Is there an option to export all tasks and requests as an Excel file?
Is it possible to flag OLA overdue requests?
Is there a way to change the hyperlink for both Report an issue and Request a Service to open the same page that you receive when clicking Request Catalog?"
Can we add help video in Self-Service Portal?
Can we assign different technicians to requests based on specific dates?
Can I have a guide on how to integrate Microsoft Teams with ServiceDesk Plus for using the chat feature?
Are tickets only assigned to a technicians when they are available/logged in? How to avoid tickets being assigned to technicians when they are on vacation?
Which database is better for helpdesk? PostgreSQL or Microsoft SQL?
Is there a backup option which could be scheduled by the admin to make a complete backup of all data for backup and restore or should go with out-of-application backup?
Is there a guide for migration from PostgreSQL to Microsoft SQL?
Can we link technician schedules/leave with their Outlook calendar?
Is it possible to have notifications sent to a user or technician when a case or incident or request of theirs is accessed or updated (instead of opening the request and checking the history)?
If the bundled database PostgreSQL expires, how can we renew it?
For users or technicians working from home, is there any feature like secure gateway or forwarding server to secure the communication when we expose SDP link to public?
Can a request be automatically assigned to a Technician/Group depending on an attribute of the CMDB item/Asset associated with the request?
How can a user initiate chat support?
Is ServiceDesk Plus available for Linux servers?
What are the features available in different editions/licensing?
Who can create dashboards?
Will Zia require additional licensing?
Will Microsoft Teams Integration support replacing the native chat platform in ServiceDesk Plus?
How can I share a report generated by me with other technicians?
Is there any cost associated with ServiceDesk Plus update packs?
Is there a way to email announcements to all end users, or will we have to select the end users each time?
I linked three requests in our locally hosted integration, but when I responded to one of the linked tickets, it didn't update the other two, why?
How do I allow one person for each region to view all tickets within the region?
Where can I find more information on the Live Chat options and its integration?
Is there a way to get information from the "Description" field to copy over to tasks automatically?
What is OLA and what are the benefits of OLA in service desk?
What is OLA and what are the benefits of OLA in service desk?
Can we produce reports by technicians for solution reviews?
Is there a benefit in changing the "padlock" to public or private in request notes?
What would be the link for users to access the front end of the service desk?
How can I preview Self-Service Portal if I'm logged in as a technician ?
Is there a way to customize the three buttons that come up on the front page "I am facing an issue", "I need a new Service", and "I'm looking for a solution"?

5 hacks to create and deliver an effective Service Management in your organization

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Q & A

5 hacks to create and deliver an effective Service Management in your organization

We have recently created multiple service desk instances and how can move the requests from one instance to another automatically?
Is there any documentation on creating customized widgets from a report?
Are all these features in Service Catalog available only in the Enterprise edition?
Is it possible to show all request properties that are already filled-in by the user to be shown in email notifications sent to technicians when the tickets are assigned to them?
Can we send out approval reminders?
How do I make the request forms visible to both technician and requesters?
If a technician resigns and if we delete their account, will it affect the data when we running the reports?
Is there a mobile app available for self-service portal?
Is there a trial for service catalog as an add-on for the Standard edition?
Is there a place where I can learn about the best practices for assigning administrators, project roles etc?
Can any of these fields be automatically populated based on our CMDB? For example, if the Requester selects a Role of "Sales Associate" to be onboarded then equipment suitable for that Role is automatically filled out in the form?
Can requesters edit the fields of requests that were created by technicians on behalf of requesters using templates?
Can I change the font of the announcement title? For example if there is a general issue, everyone should easily see that and need not read through all the announcements.
Can we publish additional information about each service in the Self-Service Portal, such as Availability Target, Target Restoration Time?
Which ManageEngine product allows you to install software remotely or perform remote operations?
Is there any way to make important announcements more visible than others like maintenance announcements?
Did I see that a requester can raise a request on behalf of someone else? Can we learn a bit more about that? For instance if an HR staff member is raising a new joiner request on behalf of the line manager.
How to raise request on behalf of someone else? (or) How to raise requests on behalf of the requesters?
Can a service template or life cycle be modified without disrupting any active Service Requests using them?
How actionable emails in Outlook works? What are the possibilities for the users?
How to configure approvals reminders?
Tell me more about the targeted audience. If I have a region that is experiencing an outage, how do I send a notice to that region? (I don't have Desktop Central)
Do Resource Info fields come away from the maximum number of allowable fields in Incident-Additional Fields?
Can user groups be synced to existing groups in Active Directory?
What is Hide Fields option in Field and Form Rules?
What module are resources a part of?
Can the knowledge base be exported? Can you limit knowledge base articles to be visible to certain technicians or support groups?
How do you enable the auto-suggest for solutions?
How to limit a manager to see only their site tickets?
Is there any way around the hard cap of 50 common fields?
What are best practices for outside users to onboard since logging into the portal is required? Our situation has supervisors and users who may not be in our Active Directory for account access to the support portal.
For integration do other applications have to be on the cloud or can we integrate with on-premise applications?
How do we check which version of ServiceDesk Plus supports all features discussed now? Would they work on previous versions?
Does ServiceDesk Plus support Microsoft SCCM integration?
Apr 29

Build Efficient Change Workflows Using ServiceDesk Plus

May 27

IT asset management with ServiceDesk Plus

You can access our previous sessions here:

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    Run your IT like a business: Developing an analytical approach to service management

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    Building an effective IT asset management strategy with ServiceDesk Plus

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    Implementing an effective change management process with ServiceDesk Plus

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    Setting up a service catalog for your remote workforce with ServiceDesk Plus

  •  

    Managing major incidents with ServiceDesk Plus

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