Discover the step-by-step procedure to design, implement, and manage a powerful service catalog with services and dynamic service request templates. Learn how approvals, SLAs, and tasks can be automatically associated with a service request template for swift service delivery.
In this episode, we will walk you through:
- Defining service categories according to your requirements.
- Customizing a service request template on a drag-and-drop canvas.
- Adding dynamic questions using additional fields and Resource information.
- Configuring approvals, SLAs, tasks, and form rules.
At the end of the session, the attendees would be able to build service request templates that can collect all the relevant information right at the time of request creation, and publish the templates as a part of their service catalog on the enterprise self-service portal.
Fields can be created under service templates. Each row can contain a maximum of 12 fields. When it comes to adding additional fields, you can add up to 24 text fields (including single-line, multi-line, and picklist fields), 8 numeric fields, 8 date and time fields, and 8 decimal fields to tailor the templates to your specific requirements.
Yes, a request can be sent to an approver as soon as it is submitted.
An Incident Template can be linked to a Service Catalog by selecting an option in the Service Category field in the Incident Template.
Checklists can only be assigned to requests.
When assigning an owner to a task, ServiceDesk Plus only lists the technicians. Non-technicians (Requesters) are not listed when assigning an owner to a task. The reason is that the system is designed to ensure tasks are assigned to individuals with the appropriate skill sets to handle them effectively. However, if the need arises for a non-technician to handle a task, you need to create a technician account for them.
You can make a user an Approver by navigating to Admin > Users & Permission > Users, clicking the edit icon beside the relevant username, and selecting Service Request Approver.
Yes, resource questions can be mandated using Field and Form Rules. Field and Form Rules can be configured by navigating to Admin > Templates & Forms > Field and Form Rules. Alternatively, navigate to Admin > Templates & Forms > Service Catalog > Service Catalog, click Edit beside the relevant template, and click Field and Form Rules.
No, it is not possible. OLAs can only be linked to requests, not tasks.
No, the resource section cannot be dragged to the top of the frame.
Regarding onboarding requests, the hardware section specifically deals with assigning hardware to new employees and managing basic hardware requirements. This process is not meant for troubleshooting purposes and can be efficiently handled as a task within the request itself. To learn more about how ServiceDesk Plus can streamline the onboarding process, please refer to this article.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.