Learn how to setup the basic and essential configurations to get started with ServiceDesk Plus Cloud. Find simple steps to configure your mail server in the application, setup simple customizations, and implement automation like technician auto-assign, business rules, and more.
In this episode, we will walk you through:
- Setting up instance configurations including sites and regions
- Configuring mail server and enabling automatic email to ticket conversion
- Customizing attributes like category, priority, level, etc.
- Automating ticket handling and management through business rules, SLAs, and tech auto-assign
At the end of the session, attendees would be able to ensure that the fundamentals of their ServiceDesk Plus Cloud instance is configured well enough to support their best practice requirements across all the key ITSM processes.
Frequently Asked Questions
Yes, during the user sync, you can map these attributes to the respective fields in ServiceDesk Plus to populate them within the application.
At the moment, we do not have a report that directly shows the permissions for each role. However, you can create custom technician reports with the list of roles associated with each technician.
No, but each region can have its own set of sites.
It is not possible to duplicate the configurations across instances. They currently have to be set up manually.
Users can be imported from Azure using the native integration available in ServiceDesk Plus. Please follow the help guide to set up the integration.
As of now, it's not possible to import leave types. However, we do have a dedicated Outlook 365 calendar integration to mark leave in the tech availability chart.
Yes. If you're syncing users from Azure AD, you can enable the Microsoft Azure Integration to bring in additional values. If it's from local AD, you can use the provisioning app and map the attributes accordingly to bring additional details
If your requirement is to trigger a notification to static recipients based on a condition, then you can configure a trigger with the notifications under actions to achieve the same result.
Modern authentication is a direct integration for which we do not require any rules forwarding to fetch mails from your inbox. However, ServiceDesk Plus' native mailbox essentially creates a separate mailbox within the instance to which we can forward mails to fetch them as request.
You are able to bulk-select a max of 100 users and then click on the Action button. The Action button options vary depending on the type of users listed, such as "All Users", "Technicians", and "Requesters". Some of the actions include "Update Additional Fields", "Mark as VIP" for All Users, "Enable Self-Service Login", "Assign Approval Permissions" for all requesters, as well as "Associate to Site" and "Enable View Technician cost Permission" for technicians.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.