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 field and form rules, make templates dynamic and simplify information collection.
In this episode, we'll discover:
- 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
A technician can manually choose any eligible user or department approver on demand, however the system cannot automate the action of choosing another department approver when the requester's department is different.
We do have condition-based approval configuration which can be done using Field and Form Rule scripts to achieve different approval actions.
Yes, we have the option to specify if the request needs to be moved to Resolved/Closed status when all the associated tasks are completed.
This option is available under Admin > Request Closure Rules > 'Request Closing Process' section
Approvers do not require a license. Any user/technician can be marked as a Service Approver/Purchase approver or associated to an organizational Role to act as an approver.
We can rely on tasks that can be distributed to multiple techs, as a request can be assigned to only one technician.
SLA is for your internal team and OLA is for third party organizations that take care of your services like maintenance vendors who have an agreement to resolve an issue within a certain period of time, they can be added as a group with the system to track their process or it is assigned to you IT groups within your organization to resolve the request. SLA is for an individual and OLA is addressing a group.
Yes, child tasks can carry a different subject.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.