Admin Configurations

Admin Configurations

Users   

1. I have purchased a 10-technician license. What is the maximum number of technicians that can be added?
In ServiceDesk Plus MSP Cloud, you can add unlimited number of technicians. However, the number of simultaneous logins is controlled by your license.
Since you have purchased 10 technician licenses, only 10 technicians can log in and use the application simultaneously.
The remaining technicians are treated as non-login technicians. You cannot enable login permissions for them. However, you can still include them in workflows by sending SLA violation emails, group notifications, and scheduled reports.
Use case for non-login technicians:
Field technicians often do not need a login to the application. When a request is assigned to such technicians, you can notify them via email. Technicians can reply to the notification email after completing their job. ServiceDesk Plus MSP Cloud appends this email thread to the request automatically.
 
2. How to add a requester in ServiceDesk Plus MSP Cloud?
  1. SDAdmin can add a requester under Setup > Users & Permissions > Users.  
  2. Before clicking New Requester, select a customer from the drop-down in the header to associate their requests with that customer.
Click here to know more about adding a requester.

3. Is it possible for a requester to view all their department requests without changing them as technicians?
Yes, it is possible.
  1. Go to Setup > Users & Permissions > Users.
  2. Select the required customer from the drop-down in the header.
  3. Choose Requesters from the user filter.
  4. Click the required requester in the list.
  5. Under the Department Details section, set Requester allowed to view as All their department requests.

 

4. I would like to delete a technician. But what will happen to the requests, problems, and changes associated with them?
When you delete a technician, all the closed requests, problems, and changes will still remain assigned to his name in the historical records.
However, requests, problems, and changes in any other status (resolved, open, etc) will move to Unassigned status.

5. Can requesters add tasks?
No, only technicians and administrators can add tasks and delegate them accordingly.
 
6. How do I define access permissions for my technicians?
 
ServiceDesk Plus MSP Cloud provides default roles that can be assigned to technicians.  
These roles determine module-specific access for technicians and requesters.
 
In addition to the default roles, SDAdmins can create custom roles and assign them to technicians. To create a new role, go to Setup > Users & Permissions > Roles.
 
Multiple roles can be assigned to a technician. However, they can be assigned only one role with admin privileges.

7. I want to send notifications via SMS to my technicians. How do I configure it in ServiceDesk Plus MSP Cloud?
To send notifications via SMS from ServiceDesk Plus MSP Cloud, SDAdmin must configure SMS Settings using one of the following methods:  
 
Method
Purpose
Mobile Service
To send messages using the SMS Mail ID of technicians.
SMS Gateway
To send messages using the mobile number of technicians.
 
Ensure that the technicians' mobile number or SMS mail ID recorded under Setup > Users & Permissions > Users is valid.
SMS notification templates for various help desk scenarios can be configured under Setup > Automation > Notification Rules or Custom Actions Notifications.

8. How do I change a technician to a requester?
  1. Go to Setup > Users & Permissions > Users.
  2. Select the required customer from the drop-down in the header.
  3. Choose Technicians from the user filter.
  4. From the list view, select the required technicians using the check boxes.
  5. Click Actions on the toolbar and click Convert as Requester.
9. How do I change a Requester into a Technician?
 Only requesters of the default customer can be changed as technicians.
  1. Go to Setup > Users & Permissions > Users.
  2. Select the default customer from the drop-down in the header.
  3. Choose Requesters from the user filter.
  4. On the list view, click the gear icon next to the required requester.
  5. Click Change as Technician.

Technician Auto Assign   

1. How do I automatically assign tickets to technicians?
With Technician Auto Assign, tickets can be assigned to technicians automatically based on their availability. It considers technicians who are available on the request's Created Date or Due Date, depending on your selection.
To configure this, go to Setup > Automation > Technician Auto Assign.
You can choose to auto-assign requests on a Round Robin or Load Balancing basis.
 
Assignment Method
Description
Round Robin Method
 
Tickets are equally distributed to all available technicians in a sequential order. Once each technician in the list has been assigned a ticket, the system starts over the process in the same order.
 
Load Balancing Method
Tickets are distributed based on technicians' workload. Technician handling the least number of requests will be assigned.
 
 
Note: 
  1. Technician Auto Assign is executed after the SLA is applied to the request.
  2. Only technicians associated with the request's customer will be listed for selection.
  3. For site-specific and group-specific requests, only technicians linked to that site and group will be listed for selection, respectively.
  4. You can also set criteria to exclude specific requests for auto-assignment.

Mail Server Settings   

1. I do not want some emails to be fetched into ServiceDesk Plus MSP Cloud such as, Out of office emails. Can this be enabled?
Yes, you can restrict emails from being fetched in ServiceDesk Plus MSP Cloud.
 
  1. Go to Setup > Mail Settings > Mail Filter.
  2. Set email criteria and save.
Emails matching the set criteria will be blocked, and no new requests will be created from those emails.
 
2. If the mail fetching stops for some reason, how do I get to know about the problem immediately?
To get notified about mail fetching failure or any other disruptions in the application, SDAdmin should enable the following:
  1. Go to Setup > Automation > Notification Rules > Other Notifications.
  2. Under the Notifications to Technicians section, enable Select technicians to notify when application encounters any errors.
3. What is E-mail Command? How do I configure it in ServiceDesk Plus On-Demand?
Email command allows you to parse values in the incoming emails, such as Category, Status, Priority, Level, etc., and set request fields in ServiceDesk Plus MSP Cloud with the relevant parsed values. The parsing is done using delimiters.
To configure,
  1. Go to Setup > Mail Settings > Email Command.
  2. Activate the email command.
  3. Specify the email subject string to specify which emails should be parsed.
  4. Specify any special characters as the command delimiter. The values between these special characters are assigned to the corresponding request fields in ServiceDesk Plus MSP Cloud.
 
Note: If Email Command is not activated, the incoming emails will be treated as regular emails, even the email subject contains the specified string.
4. What are the operations that can be performed with Email Command?
The following operations can be performed with the email command:
 
Operation
Operation String
Create requests
Operation = AddRequest
Update requests
Operation = EditRequest
Close requests
Operation = CloseRequest
Assign requests to technicians
Operation = PickupRequest
 

Notification Rules   

1. How do I avoid unwanted notifications from the application? For example, I do not want to receive notifications for Out of Office replies.
 
  1. Go to Setup > Automation > Notification Rules > Request.
  2. Under the Junk Notification Filter section, click Edit Criteria.
  3. Enable Match the below rules.
  4. Use the drop-downs to specify the notification criteria. In this case, set criteria as Subject contains Out of office.
Notifications matching the set criteria will be marked as junk.
You can also enable or restrict technician unavailability notifications under Setup > Automation > Notification Rules > Other Notifications > Notifications to Technicians.
 

Survey   

1. Where do I enable survey in ServiceDesk Plus MSP Cloud?
Surveys can be enabled under Setup > User Survey > Survey Settings.
Under Survey Settings, you can:
  1. Configure default messages such as welcome messages, page revisit messages (example, survey already submitted)
  2. Customize survey email template
  3. Schedule survey
  4. Set criteria to exclude sending the survey
  5. Restrict technicians from taking the survey
  6. Set up a survey reminder
 

Data Archiving   

1. What is data archiving? How do I configure it in ServiceDesk Plus MSP Cloud?
Data archiving is the process of regularly moving older or inactive requests, such as closed or resolved requests, from the active database to a separate storage. This helps maintain application performance in the long run. Even though these requests are not actively used, they are stored for future reference or compliance needs.
In ServiceDesk Plus MSP Cloud, you can configure data archiving under Setup > Data Administration > Data Archive.
  1. You can set criteria to define which requests should be archived.
  2. If you want to keep certain requests, even if they match the archiving criteria, in the active database, you can enable Exclude Requests and set specific exclusion rules.
  3. Requests that meet the exclusion rules will not be archived and will remain active.
Finally, save the settings to activate the archiving process. 
2. Where can I view the list of archived requests?
To view archived requests,
 
  1. Go to Requests.
  2. Click the request filter at the top-left of the list view.
  3. Click Archived Requests.
 
 

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