Requests
Customer Unresolved Requests
Customer Unresolved Requests In ServiceDesk Plus MSP Cloud, unresolved requests are requests converted from emails sent by unknown users with the following email addresses in the To, Cc, and Bcc fields: Support email addresses not associated with any ...
Request Collaboration Icon
When two or more technicians open the same request, a collaboration icon will appear in the request details page.This icon records all activities performed by the technicians in the request. This icon is displayed with a red or blue bubble showing ...
Request Associations
Associate changes, problems, releases, and purchase orders to requests to provide further information to the request. Associate Change that initiated the Request To associate a change that initiated the request, Go to the Requests module and select ...
Service Request Editor
The Editor feature allows a configured user to edit a service request before the request resumes its workflow. Configuring the Editor Role Required: SDAdmin; Technicians with access to templates Go to Setup > Templates and Forms > Service Category. ...
Request Tasks
Sometimes, multiple technicians work on a request. In such cases, the request can be divided into several tasks, and each task can be assigned to a technician/group. Add Tasks to Request Role Required: Technicians with Adding/Editing Request Task ...
Approvals in Requests
All approvals sent for the request will be recorded in the Approvals tab within the request. In the Approvals tab, you can submit the request for approval and also approve/reject a submitted request. Submit a Request for Approval Role Required: ...
Multi-Site Guidelines for Requests
An organization can have branches spread across different regions and sites globally to handle various specialized activities. In this globally distributed environment, a request can be raised from one site to a technician located at another site of ...
Delete Requests
Role Required: Technicians with permission to Delete requests Delete an Individual Request Go to Requests and choose the respective customer from the drop-down in the header. Click the subject of the request to open it. In the request details page, ...
Edit Requests
Role Required: Technicians with permission to edit requests Edit an Individual Request Go to Requests and choose the respective customer from the drop-down in the header. Open the request that you want to edit. Click Edit at the top of the page to ...
Mark a Request as Billable or Non-Billable
Technicians can choose to mark a request as billable or non-billable. By default, all requests are marked as billable. To mark a request as non-billable, Go to Requests and choose the respective customer from the drop-down in the header. Open the ...
Follow Requests
Technicians can follow requests to monitor its updates and receive notifications when changes are made. Role Required: Technicians with View Request permission; Requesters. Follow a Request Go to Requests and select the respective customer from the ...
Print Requests
To print a request, Go to Requests and choose the respective customer from the drop-down in the header. Click the subject of a request to open it. In the request details page, click Print displayed at the top. This opens up the Print Preview. By ...
Make Announcements from Requests
ServiceDesk Plus MSP Cloud allows you to create announcements from requests. These announcements alert users about frequently occurring incidents and provide solutions by sharing the description and resolution of requests. You can share announcements ...
Share a Request
Share requests with users to let them view and collaborate on requests that they don't have access to. Role Required: Technicians with Share Request permission To share requests, Go to Requests and click the subject of a request to open it. Ensure ...
Add Tags to Requests
Add tags to index requests based on keywords. Tags help technicians find requests based on topics of interest. Role Required: Technicians with permission to Add requests Add Tags Go to Requests and click the subject of a request to open it. Ensure ...
Duplicate Requests
Role Required: Technicians with Add Request permission When a request has multiple issues, many technicians may have to work on it. In such a case, a request is duplicated so that each duplicated request carries a single issue. This makes it easier ...
Merge and Split Requests
Technicians can merge requests that are raised by users for the same service or incident. You can merge incident and service requests with any type of request. However, you can only merge service requests with other service requests of the same ...
Link Requests
Technicians can link closely associated requests by designating a parent request and linking other requests to it. Allow Automatic Selection of the Parent Request Go to Requests and choose the respective customer from the drop-down in the header. In ...
Pick Up Requests
Technicians have the option to pick up unassigned requests that they want to resolve. To pick up a request, Go to Requests and choose the respective customer from the drop-down in the header. Select the request(s) you would like to pick up by using ...
Send Survey to Requesters
When a request is closed, the application can send a survey to the requester if enabled in the application. After the requester completes a survey, the survey results can be viewed individually for each of the requests in the application under Setup ...
Convert Requests to Incident or Service Requests
Technicians can convert incident requests to service requests in the following cases: An Incorrect request template was used while logging the request. The incident's resolution involves providing a service. The converted service request will contain ...
Email or SMS the Technician
ServiceDesk Plus MSP Cloud enables you to notify a technician through email or SMS. Role Required: Technicians Email the Technician Go to Requests and select the respective customer from the drop-down in the header. Click the subject link of the ...
Forward Requests
Technicians can forward requests from the request details page. The request will be forwarded as an email to the recipients and logged in the Conversations tab. In the request details page, click and select Forward. Fill out the email form as ...
Reply to Requests
Technicians can reply to emails from the request details page. The replies will be sent as an email to the recipients and logged in the Conversations tab. In the request details page, click Reply All or click and select Reply. Fill out the form as ...
Move Requests Between Instances
ServiceDesk Plus MSP Cloud allows you to move requests between instances. This is helpful when a request has been incorrectly logged in the wrong instance. This functionality is available only for organizations that have multiple instances. Click ...
Add Attachments to Requests
Attach files and documents to requests to provide additional information. To add attachments, Go to the Requests module and select the respective customer from the drop-down in the header. Click the subject of a request to open the request details ...
Close Requests
Requesters and technicians can close requests that have been addressed and resolved. Role Required: Technicians with Close Request permission; Requesters Closing a Request as a Requester A requester can close a resolved request by opening it and ...
Cancel Requests
A request can be canceled by a technician or a requester when they are no longer necessary. Role Required: Technicians with Cancel Request permission; Requesters Request Cancellation by Requesters A requester can cancel a request that they have ...
Assign Technician or Group to Requests
Each technician owns a request and handles it from the time assigned to the time it is closed. Role Required: SDAdmins; Technicians with Assigning Technician permission To assign a technician to a request, Go to the Requests module and click the ...
Work Log Timer
Work Log timer allows you to track the time spent by technicians in resolving a request or in performing an assigned task within a request. It also displays the number of technicians working on a request. Setting Work Log Timer Go to Requests and ...
Add Work Logs in Requests
Work Logs show records of time spent by the technician on a request 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 ...
Add Notes in Requests
Technicians can add notes in requests to capture additional details or technical information about a specific request. Role Required: SDAdmin, Technicians with Add Request permission, Requesters of the request To add a note to a request, Go to the ...
Add Reminders in Requests
Technicians can add reminders in requests to keep track of important information and to ensure that all activities related to the request are completed on time. Role Required: Technicians with Add Request permission. Create a New Reminder To add ...
Request History
Track all the actions performed on a request in the Request History. You can further search for specific entries based on time, fields, and operations. To view the history of a request, open the request, and click the History tab. Date Filter Click ...
Change the Status of Requests
The status of a request shows its current condition (i.e., in progress, completed, etc.) and allows you to monitor its progress toward resolution. Role Required: SDAdmin, Technicians with Edit access to Requests The default request statuses are as ...
Request Analysis
The Time Elapsed Analysis tab in a request provides thorough information about the activities within the request. It includes the technicians or groups assigned to the request, the total time spent on the request, the status of the request, and other ...
Request Resolution
Once a request is resolved, technicians can add a resolution to the request to document how the issue was solved. Viewing and adding resolutions to a request can be done under the Resolution tab within a request. You can include a resolution within a ...
Request Checklists
Technicians can use checklists to document each step taken to resolve the request, ensure important tasks are completed, and track decisions made during request resolution. To view request checklists, go to the Requests module and select the ...
Request Conversations
Request Conversations includes email messages from technicians, approvers, and requesters, as well as notes added by technicians and system notifications. Technicians can view discussions, reply to requesters or other technicians, and add notes ...
View Requester Details
To view a requester's details, Go to the Requests module and click the subject of a request to open it. Ensure you have selected the respective customer from the drop-down in the header. In the request details page, go to the REQUESTER DETAILS ...
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