Picking up Requests

ServiceDesk Plus Cloud provides the option of self-pickup of requests that are received in the requests module. If there are any unassigned requests in the application, then the technicians can pick up the requests themselves. This decreases the waiting time of the requests and increases the efficiency of the IT help desk team as the requests are self-assigned and answered promptly.

• To pick up a request, log in to the ServiceDesk Plus Cloud application using your user name and password.
• Click the Requests tab in the header pane. The unassigned requests will show in bold font.
• Select the requests you would like to pick up by enabling the checkboxes against each request. Click the Pickup button on top of the request list view page. The selected requests will be assigned to you. (Or)
• You can also pick up the requests after viewing the request details. Click the subject link of the request to open the Request View page.
• Now you will see the list of tasks that can be performed on the requests at top of the page.
• Click the Pickup tab at the top of the page to pick the request.

• If the request was already picked up by another technician, technicians will get a conflicting message on their screen, showing the number of requests which are facing the conflict along with the number of succeeded and failed requests.