Helpdesk
Downtime Type
Downtime refers to a period of outage or unavailability of a system or service. Downtime types classify the probable downtimes specified in change requests, release requests, and CIs. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > ...
Closure Code
Closure Code indicates the reason behind closing an incident or service request. Technicians can specify the closure code when closing requests to help other technicians involved in a request understand why the request is closed. Role Required: ...
Worklog Type
Worklog type is used to classify the different modes of work input from technicians. Recording the worklog type will assist you in tracking a range of charges incurred by the technicians for their services. Role Required: SDAdmin Go to Setup > ...
Task Type
Task types are used to categorize similar tasks based on the activity, time taken, related module, or more. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Task Type. Click New Task Type. Enter a name for the task type. This is a ...
Request Type
Request types are used to classify requests typically based on the requester's need such as incident request, service request, or request for information. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Request Type. Click New Request ...
Priority Matrix
Priority matrix helps determine the priority of a request automatically based on impact and urgency. The priority matrix requires a one-time configuration by the administrator. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Priority ...
Priority
Priority defines the importance that is to be given to the request. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Priority. Click New Priority. Enter a name for the priority. This is a mandatory field. Describe the priority details ...
Urgency
Urgency defines the necessary speed at which an incident must be solved. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Urgency. Click New Urgency. Enter a name for the urgency. This is a mandatory field. Describe the urgency details ...
Impact
Impact measures the business criticality of an incident based on the number of people or systems affected. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Impact. Click New Impact. Enter a name for the impact. This is a mandatory ...
Mode
Modes refer to the paths in which incident/service requests are submitted and tracked in the application. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Mode. Click New Mode. Enter a name for the mode. This is a mandatory field. ...
Status
Status indicates the level of completion of a request or problem. While creating a status, you can choose to stop the request timer for the status that is being created. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Status. Click ...
Category
ServiceDesk Plus Cloud MSP offers a three-level classification for requests. The classification aids in decision-making and automation. The three levels of classification are: category, subcategory, and item. Category is the topmost level in ...
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 ...