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 ...