In the first episode, we'll look at how IT service desk teams save time and effort by creating customized templates for handling different ITSM practices. We'll also see how form rules make templates dynamic and simplify information collection.
In this episode, we'll walk you through the following:
- Configure incident templates with appropriate sections and additional fields to ensure all essential details obtained are accurate
- Create custom service request templates with additional resource fields to collect contextual information
- Design change templates with stage-level customization options
- Create custom templates for other practices such as releases, problems, projects, and purchases
- Create templates for additional items, such as tasks, solutions, resolutions, replies
Frequently Asked Questions
Yes, we do have a source option when you configure a resource info question through which you can bring the assets to the list.
Currently, the licenses cannot be fetched while scanning, however, they can be imported.
Software installations can be found under a workstation through which you can track the associated user details under the Installations tab.
SLAs can be defined based on the templates as well. You can configure the SLA separately for such templates. Certainly, On-hold status will stop the timer and this can be used based on the organization's requirement.
Yes, make sure the request and the technician who is working on the request belong at the same timezone to avoid discrepancies in response and resolution. For more details, kindly write to at hello@servicedeskplus.com.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.