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The usage of the words 'Time Spent' and 'Time Elapsed' have been interchanged to present the precise meanings. Below is an elaborate explanation.
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Time Spent -->> Time Elapsed Time Elapsed (Worklog) -->> Time Spent |
Kindly note that henceforth, the following meanings will be implied everywhere the words 'Time Elapsed' and 'Time Spent' are used within the help desk.
Given below are the exact definitions for the two as used in the helpdesk.
Time Elapsed:
Time elapsed effectively means the total time from the moment a request is created to the moment it is resolved excluding the duration for which the request is placed 'on hold'.
Note: Time Elapsed is based on operational/ non-operational hours. These hours will be considered based on SLAs and Site settings configured for Request. By default, it is calculated considering only the operational hours.
Time Spent:
Time spent is the total time the request was actually under operation, say under a technician or multiple technicians. It is calculated based on work log entries made by the technicians working on the request. This includes the sum of the time spent on a request by technicians in case of multiple technicians.
Instances where the following words are used:
Request Tab:
In the 'Request Details' page, the time elapsed will be displayed once the request is resolved.
Within Worklogs of a given request, the time spent is displayed, which means the time spent by technician(s) on the request, irrespective of request creation time and time of resolution.
Reports Tab:
When you create or edit a default/ custom report in the 'Request' module, 'Time Elapsed' is listed among the available options that you can choose to use in your report.
When you create or edit a default/ custom report in the 'TimeSpent' module, both 'Time Elapsed' as well as 'Time Spent' are listed among the available options that you can choose to use in your report.
Create an email account, say "ServiceDesk" in your mail server. Configure a password for this account.
Configure the settings in ServiceDesk Plus On-Demand software using Setup --> Mail Settings --> Mail Server Settings --> Incoming Mail Settings. Specify the email address as "servicedesk@yourdomain.com" and the username as "ServiceDesk". Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
Ask your requesters to send their requests to "servicedesk@yourdomain.com".
ServiceDesk Plus On-Demand will fetch emails at regular intervals and automatically convert them into tickets.
It is available as a configurable option under Setup > General Settings > Advanced Portal Settings . In order to disable it, you will have to uncheck the option "Enable Quick Incident option for technicians".
Go to Setup > General Settings > Advanced Portal Settings and choose the option 'Include technicians in the list of requesters while creating/updating a request'
Here, the following link must help you. Click here.
No. All the notes, resolution and worklog added in the parent request will not be associated to the child request.
This is a Service Level Agreement configuration which can be configured according to your convenience. Go to Setup --> Automation --> Service Level Agreements -> edit the given SLA and change the resolution time accordingly so that you can have the desired time frame before a request becomes overdue.
Technicians can use the Add Work Log functionality of ServiceDesk Plus On-Demand which helps in calculating the exact time spent by a technician on any given incident.
The template is available under Setup --> Notification rules --> Requests --> Email Templates For --> Approval Mail Content. Click on 'Customize Template' option displayed beside and customize the content of the message.
You can use the custom view option listed within the request view tab present on the top left in the request list view page. Click on the 'New Custom View' option, name your view and then set the 'criteria' and 'condition' for the view.
You can use the custom view option listed within the request view tab present on the top left in the request list view page. Click on the 'New Custom View' option, name your view and then set the 'criteria' and 'condition' for the view.
The Priority Matrix (Setup --> Customization --> Helpdesk) helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis and Urgency in the x-axis of the matrix. Priority Matrix is a one-time configuration by the Administrator for the given Impact and Urgency values. Based on ITSM best practices, it is recommended to define and follow priority matrix as it reflects the business need. However it is designed flexible enough for technicians and requesters to override the matrix according to their needs.
Go to Setup --> Portal & Settings --> Self Service Portal --> Default Currency, and change the default currency from $ to £.
According to ITSM an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure.
Create and Educate users about your closure policies:
You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the incident closure.
ServiceDesk Plus On-Demand helps you with Incident Closure:
Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus will send an email to the requester asking if the resolution helped. If the users does not respond within 2 days the request will be automatically closed.
Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status. To configure Automated Close, go to Setup --> Automation --> Closure Rules --> Request Closing Process, and select the 'Automated Close' option.
You can disable this option from Setup --> Automation --> Closure Rules --> Confirm User Acknowledgment section.
Enable the notification rule 'Email Requester when a Request is Resolved' from Setup --> Automation --> Notification Rule --> Requester Notifications, to send an email to the requester when the technician changes the request Status to 'Resolved'. The user can look into the resolution provided by the technician in the email. A Close Request link will be available with which, the requester can close the request raised by him. If the resolution provided by the technician is unsatisfying, then the requester can reply back to the notification mail to reopen the request.
You can also allow requesters to reopen their own requests by choosing 'Yes'or 'No' from the 'Do you want to allow requesters to reopen their closed requests?' option under Setup --> Portal & Settings --> Self Service Portal --> Requester list.