Helpdesk Configurations

Various helpdesk related configurations need to be performed by the admin user, before the ServiceDesk Plus On-Demand request module can be opened for real time functioning of fetching the IT help desk mails and tracking the same. The following helpdesk configurations need to be made for the new request form to capture meaningful information that can help the technicians solve the reported issue faster:

To access the helpdesk configurations:

1. Login to the ServiceDesk Plus On-Demand with the Username and Password of a ServiceDesk Plus Administrator.

2. Click the Admin tab in the header pane and you can configure the following under Helpdesk

1. Request category

2. Request Status

3. Request level

4. Request mode

5. Impact

6. Urgency

7. Request priority

8. Request Type

9. Configuring Additional Fields that need to appear in the new request form, so as to collect information very specific to your organization

10. Request Closing Rules

11. Request Template

The are other configurations that need be done are:

1. Organization details

2. Mail Server settings

3. Region

4. Sites

5. Operational hours of the organization in different sites

6. Holidays

7. Departments

8. Configuring Business Rules

9. Service Level Agreements

10. Notification Rules

11. Configuring Preventive Maintenance