Creating a New Incident

The system users can easily raise a new request to the system admin team when in need of an asset or a service like software installation using different modes like web-based form, e-mail notification, or a phone call.

You can create a request using any of the following methods:

• Click the New Request iconin the header and select a template from the list.

• Go to Request > New Incident. You can click the arrow beside to select a template in the drop-down.

Provide Request Details

In the default incident request form, select the request type from the drop-down in the combo box. Now, you will see three default request types:

Incident: When there is a failure of a business service or degradation of service for one or more users. E.g. Unable to print

Service request: A standard request for some kind of service. For instance, installing software, shifting from one place to another, reset password et cetera. Remember, that a service request is not an incident.

Request for information: A request for information or knowledge. 

• Select the status of the request from the drop-down. By default, the status of the request will be open.
• Next, choose a mode to submit the request and the request level from the corresponding drop-downs.
• Choose the impact from the drop-down and enter a description of the impact in the impact details.
• Select the urgency and priority of the request from the corresponding combo boxes.

Select the Requester

In the Requester Name field, type the first few letters of the requester name or email and choose the requester from the drop-down. Alternatively, click the  icon and select a requester from the list. The requester name and details associated with the requester are populated in the requester details section.

You can also type in a new requester name in the Requester Name field. The new requester name will be added upon request submission. Alternatively, you can also add a new requester by clicking the > New Requester.

Click beside the Requester Name field to view the requester's previous requests.

You can sort the requester names based on alphabetic order by clicking the letters at the top.

• To search for a requester, click on the search icon on the right. Enter the requester name and click Go.

• Click on the requester name to choose. The requester name will be displayed in the name field in the requester details block.

• The other details associated with the requester (contact number, department, job title, site, workstation) will be populated in the respective field.

• Alternatively, you can also add a new requester directly by clicking the add requester button in the requester list page or by clicking the edit icon  found next to the requester names in the list.

• The location of the requester gets populated in the site text field by default. Note that, a requester can raise a request from one site for an incident that’s occurred in a different site. In this case, the site needs to be selected from the combo box by the technician handling the request.

Assigning request to a group/technician:

1. Once you select the site, the groups corresponding to the site are populated under the group field. Now you can choose a particular group from the various group names in the combo box.

2. Once you select the group, the technicians associated with that particular group alone will be listed in the drop-down under the technician combo box. Now, select the technician you wish to assign for the request from the combo box.

Classifying request category:

• The request can be classified under various categories. Select the relevant category and sub-category under which your request can be classified from the corresponding combo boxes.

• Next, select the relevant item from the combo box.

• Specify the subject line to be displayed while sending the request in the subject text field. The subject line is a mandatory field as it will be displayed as the request title. As you enter the subject, solution recommendations from your knowledge base will pop-up in the right panel. If you find your requirements in the suggestions, you can simply withdraw the ticket creation process.

Describe request:

• Once you have given a relevant subject line, you need to describe the request in detail. Type in a detailed description with any other details that are relevant to the request in the description text box.

Providing e-mail IDs:

• If you wish to notify others regarding the request that you are raising, then enter their email IDs in the email IDs text box.

Adding resolution for a request:

• You also have an option to add Resolution to the request in the new incident form. If you have an answer or solution for the request, you can quickly add it in the resolution text field and add it to the request.

• The purpose of having a resolution in the new incident form: When a technician is reported about a problem that has been already cleared, then he/she can create a new incident, specify the solution in the resolution field, set the status as closed, and easily close the request. This option is simply to make the job easier for the technician and close the request immediately.

• To add a resolution, click the  button beside the Resolution title in the New Incident form. This opens the resolution text field. Specify the solution in the text field and add to the request. The resolution can be viewed by clicking the Resolution tab while viewing the request.

• Once you are done adding the resolution, click the Add Request button. The request now gets added to the list of requests and can be viewed from the request list view by clicking the Request tab in the header pane.

Additional request details:

You can define your own organization-specific fields that do not appear in the new incident form, from the Admin module. Depending on the fields, enter the required values for the fields. To know more about how to add user-defined fields in the new incident form, refer to the Configuring Additional Fields section in the request form under the Helpdesk configurations. The newly created fields needs to be configured in 'Default Request' under Request Template.

Incident template:

An incident can be created instantly using incident templates. The request form can be customized by creating individual request templates for the most frequently raised requests.

You can select a template relevant to your request from the list provided in the drop-down of the change template combo box. The default request is the default template in the new incident form. On selecting a template, a request form with pre-filled values will be displayed. Now, you have to just specify the name in the form and click Add Request button to create a request.

If the required request template is not listed in the combo box, then you have to create a new incident.

Modes of creating a request:

You can create a new incident in three easy ways:

E-mail: Send an email to the help desk team or a technician group. This email will be automatically converted to a new incident in the ServiceDesk Plus Cloud application.

Give a call: Call up the help desk agent and report an issue or explain the nature of your request. The help desk agent will manually feed in the details into the application through the web-based new incident form available in the request module.

Self-service: Log in to the ServiceDesk Plus OnDemand application using your own username and password and fill in the new incident form and submit your request.

There can be other modes through which requests can get created. For more information on how to add additional modes, refer to Configuring Mode.

Creating Requests for another Requester

If you are a requester and are creating a request for another user, you can make use of the On Behalf Of User field and select who you are creating the request for.

This option is available only for requesters. 

Attach Jira issues with ServiceDesk Plus requests

Integration with Jira allows you to create and associate Jira issues to ServiceDesk Plus incidents. To learn more about Jira integration, click here.

To create and attach a new issue

Select a request. On the right pane of the request details page, beside Associated Jira Issues, click New.

Fill out the displayed Jira issue form and click Save.

To attach existing issues

On the right pane of the request details page, beside Associated Jira Issues, click Attach.

Jira issues will be listed. Click an issue to view its details. You can also log in to the issue page in Jira using  icon.

Select the issues and click Link Issues.

You can link multiple Jira issues with a request and vice versa.

Viewing attached issues

On the right pane of the request details page, below Associated Jira Issues, click the number of issues linked to view the issues.

Detaching issues

After you attach an issue, a new button Detach will appear beside Associated Jira Issues.

Click Detach, select the issues, and click Remove Link.