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Template Configuration and Request Management

The document outlines various methods for creating service requests in a system, including using a mobile app for quick ticket creation and enabling automatic suggestions for common issues. It also details the design of a customizable employee onboarding form and explains the roles of different fields in request templates, such as the Editor, Email ID(s) to Notify, and Select Approvers. Additionally, it compares incident templates with service catalogs and lists multiple ways to create requests.

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0 views2 pages

Template Configuration and Request Management

The document outlines various methods for creating service requests in a system, including using a mobile app for quick ticket creation and enabling automatic suggestions for common issues. It also details the design of a customizable employee onboarding form and explains the roles of different fields in request templates, such as the Editor, Email ID(s) to Notify, and Select Approvers. Additionally, it compares incident templates with service catalogs and lists multiple ways to create requests.

Uploaded by

vithyavairamani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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TEMPLATE CONFIGURATION AND REQUEST CREATION

8) I'm seated in 11th floor and stepped out of my desk to use a printer in the 5th
floor when I noticed the papers get jammed. I need to report this to my Sysadmin by
creating a request in SDP and to do this, I have to go all the way back to my seat.
Is there any alternative quick option for me to create a ticket in SDP?

ServiceDesk Mobile App - I can create a request using my SDP mobile app to report
the issue.

9) I'm an administrator of SDP and I would like my technicians not to spend too
much time on small and easy issues reported by users. How effectively can I manage
this scenario? / what are the different ways do you think the helpdesk can assist
the user before he/she approaches the technician for help?

--> Under Advanced Portal Settings > Requester > Enable this option "Show
suggestions while creating incident requests".

Automatic suggestion of Solutions during Incident request creation will be enabled


for Requesters.

--> Solutions Module - when you receive a request, refer to the recorded solutions
and solve it. This reduces the turnaround time in attending to the requests
generated by the requesters and closing the same. Requesters and Technicians who
have access to the Solution Module can access this.

10) Design a form considering any real time example like a University admission
form, bank account opening form etc.

I have created a Employee On Boarding form.

This form should include the following:


(i) separate sections with custom fields wherever required - Created
(ii) items with image and cost - Created
(iii) Help card providing instructions on how to fill in the form - Enable this
option in the template "Use this area to display a short description or any
instruction, notes, or guidelines for Technician"
(iv) throw an alert message based on specific option selection - Done
(v) apply font to the template - Done
(vi) mandate those fields for which information should definitely be captured -
Done.

11) Explain the usage of "Editor", "Email ID(s) to Notify" and "select approvers"
field in request templates and example scenarios as when they can be used.

"Editor Field" - A user, who is not a technician, would be required to add this
additional information for the service request. This user is called as the Editor.
The Editor has permission to edit the service request and specify the required
information. This can be done only once.

Example - Employee Onboarding Process. (The HR Department will fill all the details
of the employee in the form). Also, we have to provide the assets to teh employee
based on his/her role which will be approved by the Head of the Department(Editor).
Hence, this user will be editor and can edit the form only once.

"Email ID(s) to Notify" - When the email addresses are specified in this field
while creating the request, it allows you to include other people to receive the
notification(It works like Email CC Users) besides the requester.
Under Notification Rules, there are rules for which it can be notified to the users
specified in this field, below are the rules that can be enabled.

--> Acknowledge E-mail Cc users by e-mail when a new request is created.

--> Acknowledge E-mail Cc users when a request is resolved.

--> Acknowledge E-mail Cc users by e-mail when the request is closed.

--> Notify requester and Cc users when a technician's reply through email is
appended to the request.

"Select approvers" Field - This field will be present only in the Service Catalog.

--> If this field is associated with the Service template, then the Service Request
approvers will be listed in this fied. When the users itself know the Service
Request approver, then they can select the approvers from this field.

--> Also, we can configure rules under FAFR, where the approvers will be set based
on specified condition. Under Approvals tab, there might be predefined approvers
configured in each and every level. But, if we have this field, then the approvers
can be set using FAFR based on different conditions in a single level itself.

12) what is the limit of additional field count presently in SDP. Where can we view
and manage this count in the application?

Under the Reports tab > New Query report > Execute the below query which will show
the maximum allowed fields in the application.

select * from globalconfig where parameter like '%field%';

We can update the maximum value count by using a update query by checking with our
internal team.

13) what are the differences that you can spot between an Incident template and
service catalog?

--> Resource Questions - Present in Service Catalog, not in Incident Template.

--> SLA - Can be configured under Service Catalog, not in Incident Template.

--> Approvals - Predefined approvals can be configured under Service not in


Incidents.

14) Different ways to create a request! - I can think of 10 options, how about you?

1. WebForm (SSP)
2. Email.
3. Chat
4. Call
5. API/Integration
6. Mobile APP
7. Teams
8. Agent Tray Tcon > Right Click > Send Request to Helpdesk

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