Learn the key incident management capabilities available in ServiceDesk Plus. 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.
Yes, you can configure this as an On Field Change, where the criteria would be the radio button field and the action is to assign it to the desired group. For more information, refer to this help document.
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.
Yes, you can limit the solution to different user groups, but you cannot restrict it to support groups.
No, when you close the request, the system does not automatically update its current status.
Unfortunately, the e-signature option is not available in the application when adding a worklog.
You can generate dependency requests across various portals to distribute work and expedite the full onboarding process. Instead of handling this as a task, you can create dependency requests from the HR portal to other portals using custom scripts.
Outdated solutions will only appear in the Outdated Solutions view with the status Expired.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.