Make Announcements from Requests

Make Announcements from Requests

ServiceDesk Plus MSP Cloud allows you to create announcements from requests. These announcements alert users about frequently occurring incidents and provide solutions by sharing the description and resolution of requests.
 
You can share announcements with specific user groups or all users in the organization.
 
Role Required: SDAdmin, SDSiteAdmin, or AnnouncementConfig role with View Requests permission.
 
To make announcements from a request,
  1. Go to Requests and open a request. Ensure you have selected the respective customer from the drop-down in the header.
  2. Click Actions > Make an announcement.

  1. Fill out the form using the following pointers. The Title, Description, Priority (If assigned), Services Involved (If assigned), and the Customer will be auto-populated in the New Announcement form. 
Field
Explanation  

Title*

Provide a title for the announcement.

Description*

Describe the upcoming event in a few lines.

From*...To

You can schedule the announcement to be published at a specific time by selecting the start time and end time.


Announcement Type
Select an announcement type to provide additional information on announcements.
You can also create new announcement types. To learn more, click here.
Priority
Select the importance level of the announcement.
Services Involved
Select service categories that may be affected by the announcement.
Email Users
Enter the email address of users to whom you want to share the announcement via email.
Accessibility
Select users who can view the announcement.
  1. Private: Only technicians of the customer.
  2. Public: Both requesters and technicians of the customer.
  3. Shared: Only to specific user groups within the customer.
Customers
This field cannot be edited. The customer associated with the change is displayed here.
User Groups
This field is only displayed if Shared accessibility is selected for the announcement.

Select the user groups from the drop-down. Only the user groups available in the associated customer will be listed in the drop-down.
Banner
Enable Display Banner to show announcements at the top of the application header. The announcement banner disappears after the user views the announcement in the banner, announcements list view, or notification pane.

Customize the display banner using the following options:
  1. Custom Style: You can choose the background color, font color, text alignment, and announcement icon.
  2. Priority Based: The background color of the announcement is applied based on priority. However, you can choose the font color, text alignment, and announcement icon.

Attachments

Add relevant files (not more than 50 MB in size).
*mandatory fields
  1. Click Save.


Users can view announcements from any of the following places:
  1. Announcement Banner
  2. Announcements widget on the home page (requesters)
  3. Announcements tab on the home page (technicians)
  4. Notifications in the header menu