Automation Use Cases
Closure Rules Use Cases
Closure Rules Pointers Closure rules automate the collection of vital details and execute relevant actions before a record can be closed in the service desk. Closure rules are not customer-specific. Supported Modules: Requests, Problems, Changes, ...
Asset Auto Assign Use Cases
Asset Auto Assign Pointer: Asset Auto Assign is not customer-specific. Workflow Assets are auto-assigned based on the email address or the Active Directory (AD) domain login name/login name of the user who logged in to the asset previously. After an ...
Technician Auto Assign Use Cases
Technician Auto Assign Pointers The Technician Auto Assign setting is applicable for incident and service requests only. You can assign requests to technicians automatically on the following basis: Round Robin: Technicians are assigned to the request ...
Conflict Detection Use Cases
Conflict Detection The Conflict Detection setting is customer-specific. Use case 1: Schedule maintenance windows for specific change deployments Scenario: Without disrupting peak business hours, Zylker wants to upgrade their communication channels in ...
Workflows Use Cases
Workflows Pointers Workflows can be configured for All Customers as well as for a specific customer, but not site-specific. This setting is module-specific. Separate workflows for incident requests and service requests can be configured. If an asset ...
Notification Rules Use Cases
Notification Rules Pointers Supported Modules: Requests, Problems, Changes, Projects, Release, Solutions, Assets, Purchase, Contracts, Tasks, and other general events. Supported Notifications: Email, SMS, and Push. Actionable Messages can be enabled ...
Schedules Use Cases
Schedules Pointers Schedules allows you to schedule the execution of custom functions and define how often they must execute. Schedules are customer-specific. You can associate one or more schedules with each scheduled function. You can enable or ...
Triggers Use Cases
Triggers Pointers Triggers can be configured for All Customers or a specific customer. Once configured, the Customer cannot be changed. Triggers are module-specific and not site-specific. However, you can configure for specific sites of customers ...
Life Cycles Use Cases
Life Cycles Pointers Life Cycles can be applied to All Customers or a specific customer. Life Cycles are not site-specific. However, you can apply life cycles for specific sites under Conditions. If a template is associated with a life cycle, the ...
Business Rules Use Cases
Business Rules Pointers Incident and Service Request business rules are customer-specific and site-specific. Change business rules are neither customer-specific nor site-specific. However, you can apply change business rules for specific customers ...
Service Level Agreements (SLA) Use Cases
Service Level Agreements (SLA) Incident Incident SLAs are customer-specific, not site-specific. However, you can set SLAs for specific sites under Conditions. Use case: Define an SLA for specific impact and urgency Scenario: Restrict Zylker's users ...
Automation Features Use Cases - An Overview
Automation Features Use Cases - An Overview This document outlines use cases for automation features in ServiceDesk Plus MSP Cloud. It showcases how the features can be leveraged to address operational needs and challenges, streamline workflows, and ...
Popular Articles
Introduction
Solutions are a centralized repository to store and share articles with your users. Technicians and end-users can utilize solution articles to resolve repeated incidents. Solutions can be categorized across topics and contain a built-in approval ...
API Documentation
API Documentation The ServiceDesk Plus MSP Cloud API allows you to perform all the operations that you do with our web client. ServiceDesk Plus MSP Cloud API is built using REST principles which ensures predictable URLs that make writing applications ...
Customers - Overview
The Customers module lets you manage clients of the managed service provider (MSP). The MSP can maintain detailed records of all customers and their information, including associated solutions, advisory details, announcements, and more in the ...
Onboard Customers
You can add customers individually or import multiple customers at once in ServiceDesk Plus MSP Cloud. Role Required: SDAdmin The MSP may be handling IT services for numerous clients. Adding these clients to the application as customers helps in ...
View Customer Details
To view the customer's details, Go to the Customers module. In the customer list view, click the name of a customer to open the details page. The following tabs are available on the customer details page: Details: Provides comprehensive details on ...