Learn the key incident management capabilities available in ServiceDesk Plus Cloud. From configuring role-based templates to designing life cycles on a visual canvas, this episode will cover all the incident management essentials. We will also discuss about knowledge and problem management.
In this episode, we will walk you through:
- Creating custom incident templates and providing role-based access to them.
- Designing and associating life cycles to specific incident templates.
- Organizing and managing the knowledge base articles across various titles.
- Implementing a simple yet powerful problem management practice.
At the end of the episode, attendees would be able to strengthen their incident management practices with custom templates, life cycles, relevant knowledge base articles, solutions, and problem management best practices.
Frequently Asked Questions
No, you need to define business rules separately for incident and service requests. Business rules are site-specific and cannot be configured globally.
At present, there is no restriction on the number of templates that can be made. However, it is advisable to maintain a low count to prevent the application from being overloaded with numerous templates. For extra fields, a restriction does exist. Kindly refer to this document to learn more.
You can configure ChatGPT for your ServiceDesk Plus instance through the integrations page. Please refer to this support document to set it up in your instance.
No, ChatGPT is linked with the instance and is not specific to a technician's account.
The purpose of ServiceDesk Plus is to generate default incident tickets via email. However, you can utilize email commands to modify the template, and there is a custom function to transform incidents into service requests and send them through email.
Note: Custom functions are exclusive to the Enterprise edition.
Currently, you can only create task templates, and you cannot customize the task like in an incident template. You can add task types under Setup > Customization > Helpdesk.
You can automate approvals using triggers by navigating to Setup > Automation > Triggers.
Outdated solutions will only appear in the Outdated Solutions view with the status Expired. There is an option to restore the solution from its expired state.
All technicians in ServiceDesk Plus have roles assigned to them. If you have view, add, edit, and delete access for the Solutions module in your roles, then you should be able to perform those respective operations.
To update the subject with a value from a specific field or a static value, you can use custom scripts in Field and Form Rules. For email, you can implement this using business rules with scripts.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.