Problems
Overview
A problem is an unknown underlying cause of one or more incidents. Problem management aims to minimize the adverse impact of incidents and issues caused by errors within the business and prevent recurrence of related incidents. To achieve this, ...
View Problems
Problems are displayed under the Problems tab in list view and classic view. Role Required: SDAdmin, Users with View Problem permission. List View List view displays problem requests in a compact and tabular view. By default, problems are displayed ...
Create New Problem
You can create problem requests to minimize the adverse impact of incidents on the business caused by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors. Role Required: SDAdmin, Technicians with Add ...
Problem Details Page
The problems details page contains organized information relevant to the problem request. On this page, technicians can instantly execute various actions. Role Required: SDAdmin, Users with View Problems permission In the Problems tab, select a ...
Edit or Delete Problems
Edit Problems On the list view or template view, click beside a problem and select Edit. Alternatively, go to the problem details page and click Edit on the toolbar. You can also perform an inline edit in the problem request details by clicking on a ...
Pick Up/Assign Problems
Pick Up Problems Technicians can self-pick up unassigned problems.This reduces the waiting time to assign the problem and increases the turnaround time. Go to the Problems module and select the respective customer from the filter in the header. In ...
Add Solutions
Solutions for a problem can be added to problems as workarounds or resolution in ServiceDesk Plus MSP Cloud. Workarounds are quick fixes used by technicians until the actual solution is ready. Resolutions are permanent fixes to problems raised. Go to ...
Problem Tasks
Tasks are sub-units in a problem request that are used to split the work involved in resolving the problem. Tasks ensure that all the activities related to the problem are performed in an orderly manner. ServiceDesk Plus MSP Cloud allows you to track ...
Add/Manage Tasks
In the Tasks tab, click Add Task. Fill out the Add Task form using the pointers below: Select Template: Select a task template to auto-populate the task details or leave it as is to apply the default task template. Title: Provide a name for the task. ...
Add Reminders
You can add reminders for any of your tasks, events, or activities relating to the problem. When the reminders are triggered, the users who configured the reminders will be notified via email. These reminders will also be listed under the My ...
Problem Approval
Approvals is a formal process where stakeholder can perform a thorough review and grant permission before a problem proceeds to the next status. Role Required: SDAdmins or technicians with the Modify Approval/Delete Approval permissions. Add ...
Add Worklogs
Work Logs show records of time spent by the technician on a problem and helps SDAdmins monitor the technicians' activities. In Work Logs, technicians can detail their work, specify the time it took to address the request, and also mention any ...
Conversations
The following discussions are recorded as conversations in problem details page: Email exchanges between technicians, approvers, or other problem users Notes added by technicians System notifications triggered by ServiceDesk Plus MSP Cloud To view ...
Associations
Associate incidents, changes, and releases related to the problem to provide further information. Go to the Problems module and select the respective customer from the filter in the header. Open the problem to be associated. In the problem details ...
Make Announcements
Publish announcements to inform users about services that might be affected while fixing the problem. Go to the Problems module and select the respective customer from the filter in the header. Open the problem needing announcement. In the problem ...
Print/Copy/Mark Known Problems
Print Problem Create physical documentation of problem details. Go to the Problems module and select the respective customer from the filter in the header. Open the problem to be printed. In the problem details page, click Print on the toolbar. You ...
Problem History
Problem history records all actions performed on the problem request. The various operations are grouped and listed by date. Role Required: SDAdmin, Users with View Problem permission. Go to the Problems module and select the respective customer from ...
Configuring Closure Code
Closure code indicates the reason for closing a problem. Technicians can specify the closure code while closing problems to help other technicians involved understand the reason behind the closure. Adding a Closure Code Go to Setup > Customization > ...
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 ...