Support Document

Working with ServiceDesk Plus

Ticket Dispatch Methodologies

Round Robin Load Balancing

Distributes equally to all technician

Distributes based on the technicians load

Note: Currently we are using Load Balancing Methodology

AutomationsIn

ServiceDesk Plus

Automations

Automatic Ticket DispatchBusiness RulesService Level AgreementNotification RulesPreventive Maintenance

Steps: Hosting ServiceDesk Plus for

Clients1. Register an IP address (say, 64.12.13.11) and a public hostname (like

servicedesk.yourdomain.com) with your Service Provider.

2. The IP address for "servicedesk.yourdomain.com"?should resolve to "64.12.13.11". (This will be predominantly handled by the Service Provider).

3. Configure Firewall rules (or access-list in router) redirecting "http" requests on IP address "64.12.13.11" to the LAN ipaddress "192.168.200.254". This configuration should be done by your networking team.

4. To host the application in https you need to acquire an SSL certificate from Certificate Authority like Go Daddy, Verisign etc

Service Level Agreement [SLA]

o Four Levels of Proactive Escalations

o Response based Escalation

o Set up Rules based on many available criteria

Service Level Agreement [SLA]

Notification Rules

o Requester/ Technician based Notification

o Alerts for Incident Management

o Both SMS & Email Alerts

Knowledge Base Search Solutions with simple

keywords Individual Knowledge Base

for Requesters & technicians Approve each solutions on

addition Categorize the solutions

specific to topic.

Incident MgmtIn

ServiceDesk Plus

Incident Management

Reduction of incidents improves quality of service

Improve quality of Service by tracking SLA performances.

Improve productivity with efficient incident workflows

Scheduling and Exporting Reports

Schedule Inbuilt or Custom Report

Support Multiple Formats

Query Reports

Graphical Representation of

Data Structure

Create your own Query for Reports