Automation Features
Technician Auto Assign
Auto-assign requests to technicians based on their availability. Requests are assigned using three models: Round Robin, Load Balancing, or Artificial Intelligence. For site-specific requests, technicians associated with a site are auto assigned to ...
Asset Workflow Editor
The Workflow Editor enables you to build a directional pathway for the asset to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil panel. You ...
Release Workflow Editor
The Workflow Editor enables you to build a directional pathway for the release request to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil ...
Change Workflow Editor
The Workflow Editor enables you to build a directional pathway for the change request to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil ...
Problem Workflow Editor
The Workflow Editor enables you to build a directional pathway for the problem to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil panel. You ...
Service Request Workflow Editor
The Workflow Editor enables you to build a directional pathway for the service request to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil ...
Incident Workflow Editor
The Workflow Editor enables you to build a directional pathway for the service request to follow through its life cycle. The workflow editor is provided with an expandable, scrollable canvas for creating workflow diagrams and a collapsible stencil ...
Workflows
Workflows help you define a directional pathway to process the requests through its life cycle. You can add various nodes and automate actions based on the request's stage/status. Supported modules: Requests, Problems, Changes, Releases, Assets ...
Conflict Detection
ServiceDesk Plus Cloud MSP allows you to deploy conflict-free changes. You can set time slots to prevent conflicts during change implementation. Freeze windows and maintenance windows are essential parts of conflict detection. Conflict detection ...
Asset Auto Assign
AssetExplorer Cloud allows you to automatically assign users to assets based on the last login information from one of the following scanning methods: Domain scan Network scan SCCM scan Manual scan Agent scan via Endpoint Central Asset Auto Assign is ...
Custom Actions
Custom actions refer to user defined actions that can be performed on different entities across modules. For a custom action to be performed on an entity, it should be used with automation rules, subject to the availability of support. The following ...
Delegation
User delegation allows you to reassign a technician’s workload to others while the particular technician becomes unavailable. Delegate approval to other users when the approver is unavailable to approve a crucial request, change, or purchase order. ...
Closure Rules
Closure rules automate the collection of vital details and execute relevant actions before a record can be closed in the service desk. Supported Modules: Requests, Problems, Changes, Releases, Purchase Orders, Tasks Role Required: SDAdmin Benefits: ...
Notification Rules
Notification rules allow you to specify conditions when a key event must be alerted to users. Supported Modules: Requests, Problems, Changes, Projects, Release, Solutions, Assets, Purchase, Contracts, Tasks, and other general events. Role Required: ...
Schedules
Schedules enable you to access any data from ServiceDesk Plus Cloud MSP and schedule periodic customized actions. Schedules are automated using a type of custom function called scheduled functions. Custom functions are programs that allow users to ...
Triggers
Triggers execute automated actions when certain events occur in the service desk. Triggers are useful for executing condition-based actions across modules or in third-party applications. Use Case: Triggers automate several processes, such as sending ...
Life Cycles
A life cycle is a built-in guidance system that establishes a directional flow for managing requests, problems, or assets in a help desk. Life cycles minimize human errors and provide privileged (role-based) at every transition. Supported Modules: ...
Service Level Agreements
A service level agreement (SLA) is an official commitment between a service provider and the customer. In ServiceDesk Plus, you can set up SLAs exclusively for incident/service requests. You can also configure escalation rules to notify technicians ...
Business Rules
Configure Business Rules Business rules are used to automate actions on a request that fulfill certain incoming criteria. The criteria for the rules are set using the request fields. Business rules can be used to automate actions on incident, ...
Overview
ServiceDesk Plus Cloud MSP comes with built-in capabilities that allow users, who have minimal technical expertise, to set up rule-based automations. Administrators can establish a service desk that handles requests on auto-pilot via automations. The ...