Conversations

Conversations

The following discussions are recorded as conversations in problem details page:
  1. Email exchanges between technicians, approvers, or other problem users
  2. Notes added by technicians
  3. System notifications triggered by ServiceDesk Plus MSP Cloud
To view problem conversations,
  1. Go to the Problems module and select the respective customer from the filter in the header.
  2. Open the relevant problem.
  3. In the problem details page, go to Conversations tab.
The conversations are listed as a thread in the ascending order of the time when the notification was received. You can filter the conversations displayed to view only emails, auto-generated system notifications, or notes.
  1. Click Send Notification to send a notification to any user.
  2. Click Add Notes to record important information in a problem instantly.
Expand/hover over a conversation to perform the following actions on each conversation thread:
  1. Reply to a notification - Click .
  2. Reply to all conversations in a thread - Click .
  3. Forward a notification - Click .

You can also send notifications, notify associated incident technicians, and notify associated incident requesters using the Actions menu.