Templates & Forms
Configure Custom Scripts for Form Rules
Tabulated below are some of the sample scripts that can be performed as actions in request/change Form Rules. Requirement Script Examples Remarks Alert (Requests & Changes) await CS.alert(“message”); await CS.alert("Alert message"); Confirm (Requests ...
Form Rules
Form Rules allow you to define rules to automate certain actions on form fields based on custom conditions. Supported Form Types: Incident request forms, service request forms, change forms, problem forms, and release forms. Form Rules are executed ...
Resolution Template
Create resolution templates to handle repeated requests with the same solution and for the workaround and resolution in problems. Resolution templates can be configured for all and are not customer specific. Role Required: SDAdmin Configure ...
Reply Template
Configure reply templates for the repetitive responses to requests, thus saving time and easing their work. Reply templates can be configured for all and are not customer specific. Role Required: SDAdmin Configure Reply Templates To configure the ...
Customer Template
Customize the customer template to capture all the customer details required. Customer templates cannot be created or disabled but only edited. Role Required: SDAdmin By default, the following sections are available in the customer template. Template ...
Task Template
Configure pre-defined task templates for tasks repeated by technicians for different users and scenarios. Task templates can be applied while adding a task to a request, problem, change, project, and release. Task templates are not exclusive to ...
Purchase Order Templates
A purchase order template allows you to raise and track purchase orders for products and services. The template contains fields necessary to collect details of the items to be purchased. You can also define and include additional fields to gather ...
Contract Templates
You can now configure a template for frequently created contracts and save time & effort of your technicians by helping them avoid redundant field entries. Using the template, technicians can also easily add a new contract with pre-populated fields. ...
Solution Templates
You can include fields relevant to a solution topic with pre-populated data in a solution template and associate them with the corresponding topics. Solution templates are not customers specific and are common to all. Role required: SDAdmin, ...
Release Templates
The SDAdmin can define templates for frequently created release requests by adding the required fields, auto-populating the fields, and associating users with roles. Using these templates, technicians can create release requests quickly and by ...
Project Template
Configure project templates to allow users to apply a common template for repetitive projects, such as creating workspaces for new hires, uploading websites, or upgrading software applications. Project fields such as Site, Project Requester, Owner ...
Change Templates
Change templates automatically populate the required data for frequently recurring changes and ensure that all information necessary for the change manager to deploy the change is fully captured when the change request is submitted. Role Required: ...
Problem Template
Configure problem templates to create forms with pre-populated data allowing users to log problem requests quickly. Role Required: SDAdmin Configuring a Problem Template To configure problem templates, Go to Setup > Templates & Forms > Problem ...
Incident Template
Incident templates are used to build forms with pre-populated data that can be utilized to log incidents quickly. Templates save time and effort by effectively capturing necessary information. Role Required: SDAdmin Benefits: Collect information for ...
Service Category
Service Category is a list of IT Services and the Business Services provided to the end-users. Each service category has a group of service templates which are exposed to user and support groups who are approved to access them. You can add, edit, 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 ...
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 ...
Advisory
Add important advisory notes or best practices on handling the customer. The advisory notes of the customer will be shown to technicians in the request details page. When a technician works on a customer's request, they can view the customer's ...