In the Home tab under the Task block, click on 'Show All' button which takes you to the Task details screen that gives a detailed information about the task.
ServiceDesk Plus MSP helps you to merge 2 or more requests and combine them into a single request. Requests can be merged from the request list view page and from a request details page. The following two examples will help you in understanding the merging technique and after the merging process which request will be the parent request.
1. I'm in the Request List view screen where I'm able to view all the requests in the helpdesk. I'm going to merge 2 requests say, Request id 10 and 7. So I select the check box beside these requests and click on the Merge button.
Which request id will be the parent request?
Answer -> a
If you merge two requests from the request list view, then the older request will be the parent request and the new request will be the child request. In other words, the newly added request is merged with the old request.
2. I'm in the request details page of Request id 7. I choose 'Merge Request' option under the Actions button to merge this request with Request id 10.
Which request id will be the parent request?
Answer -> b
Note: In the requests list view page, there is no restriction on merging requests across accounts. When you do this, both requests will be merged and will belong to the same account as that of the older request. So, the request for the account with the greater request number is actually lost. Hence, merging of requests across accounts should not be done.
This is a Service Level Agreement configuration which can be configured according to your convenience.
Go to Admin -> Service Level Agreement -> edit the given SLA and change the resolution time accordingly so that you can have the desired time frame before a request becomes overdue.
You can use the custom filter icon in the request list view page to create custom views in such a way that tickets based on the filter is listed. The filters can also be made private.
An incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure.
Create and Educate users about your closure policies
You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the incident closure.
ServiceDesk Plus MSP helps you with Incident Closure
Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus MSP will send an email to the requester asking if the resolution helped. If the users does not respond within 2 days the request will be automatically closed.
Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status.
To configure Automated Close, select Admin -> Helpdesk customizer -> Request closing rules.
An incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. This is the reason for displaying the pop up when you close an incident. It is an ITSM best practice. But for your convenience we are providing an option to disable it
You can disable this option under Admin -> Helpdesk Customizer -> Request Closing Rules -> Confirm User Acknowledgment section.
Enable the notification rule 'Email User when a Request is Resolved' under Admin ->Notification Rule, to send an email to the requester when the technician changes the request Status to 'Resolved'. The user can look into the resolution provided by the technician in the email. A Close Request link will be available with which, the requester can close the request raised by him. If the resolution provided by the technician is unsatisfying, then the requester can reply back to the notification mail to reopen the request.
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Check the other FAQ modules or you can contact our support team at msp-servicedeskplus-support@manageengine.com