Configuring Mode
There are different modes of submitting a request to the IT help desk team. ServiceDesk Plus Cloud provides you the option of submitting the request through an online form. Instead, a requester can call up the IT help desk agent and inform him/her regarding an issue faced, where the help desk agent will ensure to log the details discussed over the phone call through the web-based form. The other mode by which you can submit a request is by sending a mail to the IT help desk team. The IT help desk will then log the details of the mail through the web-based form in the ServiceDesk Plus Cloud service. If there are other methods of reporting a request to the IT help desk team in your organization, you can add the corresponding mode. To open the mode configuration page
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Go to Setup
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>> Customization >> Helpdesk. -
The Mode List page is displayed. You can add, edit, or delete request modes.
Add Mode
To add a request mode,
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In the Mode List page, click New Mode.
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In the New Mode form, enter a unique Name and Description.
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Click Save. The new mode gets added to the already existing list.
- At any point, if you decide not to add the new mode, then click Cancel to get back to the mode list.
Edit Mode
To edit an existing mode,
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In the Mode List page, click
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>> Edit Mode beside the mode name that you wish to edit. -
In the edit form, modify the required details.
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Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click No.
Delete Mode
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In the Mode List page, click
>> Delete beside the mode name that you wish to delete. A confirmation window pops up. -
Click Yes to proceed with the deletion. If you do not want to delete the mode, then click No.