Checklists

Checklists

Checklists allow you to add reminders or to-do lists for technicians who are working on or assigned a request. Currently, you can associate checklists from request templates or request details page.

Role Required: SDAdmins and HelpDeskConfig

SDAdmins can set up request closure rules based on checklists. Know more.

Use Cases 

You can create checklists with multiple items and use the list to:
  1. Document individual steps taken to resolve the request.
  2. Ensure critical tasks are performed.
  3. Record contextual information not captured in the request form.
  4. Track decisions made during request resolution.

Checklist Template 

  1. Go to Setup > Customization > Checklists > Checklist Template.
  2. Click New Checklist Template.
  3. Enter a name for the checklist template. This is a mandatory field.
  4. Describe the checklist template details and usage.
  5. Add items to the checklist template.
    1. To add a new item, click New Item.
    2. To add existing items, click Add Existing Items. Learn more.
    3. To import items, click Add from CSV.
  6. Use the following actions to decide the checklist template layout:
    1. Drag to reorder the checklist items.
    2. Click to modify the field type.
    3. Hover over an item and click to add a new item and to remove the item.
  7. Click Preview on the top of the page to see how the checklist is displayed to technicians.
  8. Click Save.

List View Operations  

Click beside a checklist to perform the following actions:
  1. Edit the checklist details or items.
  2. Create a copy of the checklist.
  3. View templates associated with the checklist.
  4. Delete the checklist permanently.
On the right corner of the list view, you can also perform search operations or define table layout:
  1. Click to search through the list view columns.
  2. Click to decide the number of records displayed and sort them.

Associate Checklist Template to Request Templates

Role Required: SDAdmin, HelpDeskConfig, Users with Adding Request Checklist Permissions

Technicians can create/associate checklist templates to incident and service request templates. When a request is logged using the template, the checklist will be automatically populated in the request details page.

Checklists can also be created/associated from the request details page.


See Also:

Checklist Items 

Create items to be listed in a checklist. Checklist items can be associated with request templates via checklists.

Role Required: SDAdmin, HelpDeskConfig, Users with Adding Request Checklist permissions

Add Checklist Item  

  1. Go to Setup > Customization > Checklists > Checklist Template.
  2. Click New Checklist Item.
  3. Enter a unique name for the checklist item.
  4. Select the item field type and enter the relevant details.
Item Type
Usage
Configurations
Single Line Text
For textual input
Enter item name.
Specify the minimum and maximum character limit.
Numeric
For collecting numerical data
Enter item name.
Specify the minimum and maximum value range.
Radio button
 
For selecting an option from a list of items
Enter item name.
Enter the values for the radio buttons. You can also bulk add/edit item values.
Select an item value to make it as the default option.
Decision Box
Can be used in a checkbox field
Enter item name.
  1. Click Save.

Add Checklist Items in Bulk  

  1. On the checklist items list view page, click Import from CSV.
  2. Browse the file to import.
  3. Select the items to be imported.
  4. Click Import.
 
Info
You can import only No Additional Input type items. 
 An item can be imported only once. 
 Only the first 25 items will be shown for import from the checklist template form. 
 Only the first 100 items will be shown for import from the checklist item list view. 


List View Operations

On the list view page, click beside an item to perform the following actions:
  1. Edit the checklist item.
  2. View checklists associated with the item.
  3. Delete the checklist item permanently.
Edits made to the checklist item will be reflected in the checklists associated with the request template. However, the changes will not be reflected in requests that are already created.

See Also:

    • Related Articles

    • Request Checklists

      Technicians can use checklists to document each step taken to resolve the request, ensure important tasks are completed, and track decisions made during request resolution. To view request checklists, go to the Requests module and select the ...

    • Duplicate Requests

      Role Required: Technicians with Add Request permission When a request has multiple issues, many technicians may have to work on it. In such a case, a request is duplicated so that each duplicated request carries a single issue. This makes it easier ...

    • Convert Requests to Incident or Service Requests

      Technicians can convert incident requests to service requests in the following cases: An Incorrect request template was used while logging the request. The incident's resolution involves providing a service. The converted service request will contain ...

    • Edit Requests

      Role Required: Technicians with permission to edit requests Edit an Individual Request Go to Requests and choose the respective customer from the drop-down in the header. Open the request that you want to edit. Click Edit at the top of the page to ...

    • Email or SMS the Technician

      ServiceDesk Plus MSP Cloud enables you to notify a technician through email or SMS. Role Required: Technicians Email the Technician Go to Requests and select the respective customer from the drop-down in the header. Click the subject link of the ...