Picking Up a Problem

ServiceDesk Plus On-Demand provides an option to the technicians to self-pick up problem. If there are unassigned problems, the technicians can pick up any of the unassigned problems from the list. As the problems are picked up and answered quickly the waiting time to assign the problem to each technician and then closing the problem will be reduced. This in turn will increases the turnaround time and the efficiency of the IT help desk team.

To pick up problems:

1. Log in to ServiceDesk Plus application using your user name and password.

2. Click the Problems tab in the header pane. The unassigned problems will be in bold font.

3. Select the problems you would like to pick up by enabling the check box. Click Pick up button. The selected problem will be assigned to you. (Or)

You can also pick up problems after viewing the problem details. Click the title of the problem to open View Problem page.

4. Click Assign tab. Select Pick Up option to pick up the problem.