In this episode, we'll explore how organizations can enable service management capabilities within their Microsoft 365 ecosystem by integrating ServiceDesk Plus with Teams, Outlook, Calendar, and Azure Active Directory. Learn how IT teams can encourage collaborative efforts, promote accessibility, perform service desk operations, manage the availability of agents, and more to deliver unified service management for a dispersed workforce.
In this session, we'll cover the following key areas:
- Integrating with Microsoft Teams to enable self-service, browse solutions, raise tickets, notify users, etc.
- Handling tickets from Outlook inbox using actionable messages without toggling windows
- Executing service desk functions like assigning technicians along with editing and picking up tickets from your mailbox using the ServiceDesk Plus add-in for Outlook
- Tracking the availability of technicians by syncing leave information between Microsoft Calendar and ServiceDesk Plus
- Managing and securing user information by integrating with Azure AD and enabling SSO
Frequently Asked Questions
Currently, the integration with DevOps is not available in ServiceDesk Plus.
Yes, you can access the ServiceDesk Plus add-in for Outlook in both versions of Microsoft Outlook.
Yes, you can create requests in Microsoft Outlook using the ServiceDesk Plus add-in by choosing the incident and service request templates from the user pane.
Yes, you can enable users to access ServiceDesk Plus directly and pass the Login with SAML SSO page by disabling Local Authentication and AD Authentication.
You can check the repository of custom scripts available on ManageEngine Pitstop here.
By using the Application Proxy feature in Azure, you can host ServiceDesk Plus publicly and access the application in Microsoft Teams.
Currently, it is not possible to attach the details of a chat on Teams with a ticket in ServiceDesk Plus.
Yes, requesters can initiate a chat with technicians using the /chat command and create a request using the /create request command. The technicians can also create a ticket from Microsoft Teams on behalf of the requester.
You can create custom commands for the ServiceDesk Plus chatbot to gather details like category and subcategory while raising tickets in Microsoft Teams.
You can invoke the /select instance command to switch to a different instance. After switching, use /create request or any other commands to perform the relevant action in the selected service desk instance.
Yes, you can track the origin of requests by viewing the details under the History tab.
Yes, using the /create request chat command, you can create incidents in Microsoft Teams by default. You can request services by designing Microsoft adaptive cards and creating custom bot commands using custom functions.
You can enable the integration with Microsoft Teams by navigating to Admin > Apps & Add-ons > Integrations > Third Party.
You can enable actionable messages for specific email notifications in ServiceDesk Plus under Admin > Automation > Notification Rules. Also, make sure that you have the admin role to enable these notifications. You can learn more about actionable messages for Outlook here.
Yes, technicians can raise incidents and request services by choosing the desired templates from Microsoft Outlook. Further, technicians can pick requests, reply to requesters, and resolve requests.
Currently, it is not possible to check the details of changes created in ServiceDesk Plus using Outlook actionable messages.
You can approve or reject requests using actionable messages. But, it is not possible to access the attachments from Outlook.
No, it is not possible to view the change calendar in Microsoft Teams. You can access incident and service requests from the requests list view.
No, you can convert an email into a ticket. It will create a new request in ServiceDesk Plus application.
Yes, you can leverage these integration capabilities on the mobile applications of Microsoft ecosystem.
When technicians are unavailable, you can configure backup technicians from the Scheduler and Tech Availability Chart in ServiceDesk Plus to handle requests.
For further information, you can write to email@example.com and we'll be glad to help you.