20 HACKS

FOR BETTER
IT HELP DESK
MANAGEMENT
A COLLECTION OF PROVEN SERVICEDESK PLUS BEST PRACTICES
TABLE OF CONTENTS
05 How to Avoid Unnecessary Creation of Tickets
for Issues that Have Approved Resolutions?
07 How to Avoid Needless Waiting Time for a
Change Authorization?

09 How to Move a Change Forward When the

Assigned Change Manager is Unavailable?
11 How to Get Your IT Team a Wow from Key
Decision-Makers?

13 How to Prevent Junk Emails Getting into

Your IT Help Desk?
15 How to Avoid Costly IT Mistakes Arising from
Partly Filled Service Requests?

17 How to Streamline IT Service Requests

Creation Using ServiceDesk Plus?
19 How to Avoid Long Winded Email Conversations
in Your Service Request Fulfilment Process?

21 How to Promptly Notify Technicians of

Critical Incidents After Operational Hours?
23 A Simple User Management Hack to Avoid IT
Help Desk Mayhem.

25 Three Simple Ways to Automatically Assign

the Right Technician to a Ticket.
27 How to Smartly Avoid Unwanted Crisis Due
To Technician’s Unavailability?

29 Three Great Help Desk Values Your

Technician Groups Unlock.
31 How to Efficiently Deal With Incidents That Are
Incorrectly Assigned And Involve Multiple
Support Groups?

33 Empower Your Users To Create Tickets

On Behalf of Others.
35 How to Easily Retrieve a Request that is
Unwittingly Deleted?

37 Three Smart Ways to Track First Response

and Stay Efficient.
39 How ServiceDesk Plus Helps You to Cleverly
Ensure Balance in IT Service Delivery?

41 How to Automatically Reopen a Ticket When

There is No Response from the User?
43 How to Proactively Avoid Unnecessary
Escalations of Tickets?
01 HOW TO AVOID UNNECESSARY
CREATION OF TICKETS FOR
ISSUES THAT HAVE APPROVED
RESOLUTIONS?
Learn how a simple configuration prevents unnecessary Best Practices:
creation of tickets that have approved resolutions and
save your technician’s time. Encourage your end users to refer knowledge
base articles and announcements prior to
raising a ticket.

Let’s assume that your IT help desk frequently receives tickets from end users reporting a synchronization failure Have multiple valid and relevant keywords
of Outlook with mobile mail client. Your technicians have analyzed the issue and provided the steps to resolve this. configured for a knowledge base article.
They have also included the resolution steps in a document, put it on your website’s troubleshooting section, and
added it in the application’s knowledge base as well. However, your IT help desk receives similar tickets frequently
and the technicians are tired of providing the same resolution again and again. Key Takeaways:

Does this situation sound familiar? The problem is universal. No matter how good or informative your knowledge
base is, it is always hard to convince end users to check the knowledge base prior to raising tickets. Solution auto suggest,

Pushes the users to inadvertently access the

Here’s how ServiceDesk Plus helps you to avoid creation of such tickets using ‘Solution Auto Suggest’ feature. knowledge base articles for issues that have
approved resolutions.
When a user creates a new ticket (incident) using a template through self-service portal, solution articles from
knowledge base and announcements are automatically suggested to the user. Reduces the creation of similar incidents that
eventually enable technicians to focus on
other critical issues.

To enable this feature,

Go to Admin -> Self-service portal settings -> enable ‘Show suggestions to requesters while creating a new incident
request’ option

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02 HOW TO AVOID NEEDLESS
WAITING TIME FOR A CHANGE
AUTHORIZATION?
Learn how to smartly avoid unnecessary waiting time Best Practices:
to get an RFC authorized by a change manager.
Encourage your technicians to specify a valid
reason for an RFC and the value it brings to the
Lets imagine your IT help desk receives complaints from multiple users of a particular department regarding in- organization for quick authorization
termittent network connection. Your technicians have found the root cause to be a faulty router that has to be
replaced. Then, a technician creates a new change request, which in the first place has to be authorized by the
change manager. Let’s say that Heather Graham is the change manager for all the network related changes in your Key Takeaways:
organization. Heather is not automatically notified about the creation of this change. Also the technician is una-
ware of this fact and blindly waits for an approval from the change manager. This lack of visibility leads to delayed This automation,
assistance to the end users that eventually drove multiple users to report the same issue resulting in unnecessary
chaos. Improves the visibility in change hierarchy to
the technician so that he/she can immediately
If you had faced similar issues in the past, then here’s your solution. co-ordinate with the change manager in
performing the change quickly

ServiceDesk Plus lets you to pre-configure a change manager to the changes based on category and template. This Reduces confusion, unnecessary delays, and
automatically populates and notifies a change manager when you create a change so that he/she can act quickly chaos
on the RFC.

Category-based assignment:

To configure, go to Admin -> Helpdesk Customizer

-> Category (choose and edit a category) -> Assign
change manager.

Template-based assignment:
To configure, go to Admin -> Change Template
-> Choose and Edit a template -> Assign change
manager.

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03 HOW TO MOVE A CHANGE
FORWARD WHEN THE ASSIGNED
CHANGE MANAGER IS
UNAVAILABLE?
Learn how to move a change towards implementation Best Practices:
when the assigned change manager is unavailable to
supervise. Never forget to assign a change approver for
every change so that if the change manager is
unavailable then the change approver can
Let’s continue the scenario from the last snippet. Let’s assume that Heather Graham, the change manager, who is approve\reject.
responsible for network related changes is on a vacation and is not available for a week. Meanwhile, the change
Ensure healthy communication and co-ordina-
owner has come up with a roll out plan and the RFC needs an approval in the ‘Planning’ stage. By now, the inter- tion among the change manager, change
mittent network connectivity issue is a growing concern and it is not possible to wait until Heather gets back. In this approver, and change owner.
case, here’s the best way to move forward with this change,

• Advise your change approver to co-ordinate with the change owner and approve the change Key Takeaways:

Quick movement of an RFC towards

implementation without unnecessary delays.

Co-ordination among the respective people

for desired results.

To assign a change approver,

Go to Change -> Choose a particular change -> Under the roles section, assign one or more change approvers.

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04 HOW TO GET YOUR IT TEAM
A WOW FROM KEY DECISION-
MAKERS?
Learn how to automatically prioritize tickets from key Best Practices:
decision-makers and get your IT team a wow!
Configure business rules to automatically assign
high priority to tickets arising from VIP users and
Your IT help desk most likely sees a lot of we need it now tickets. These tickets could be from an entry-level staff, configure SLAs with shorter response and
mid-level executives, or even the upper management. In such scenarios, you will definitely need to prioritize the resolution due time.
tickets.
Assign such requests to SMEs or senior
technicians for effective assistance and quick
Let’s say, the CEO of an organization requests access to a business analytic tool to gather data. And an entry-level resolutions.
employee raises the same request. Clearly, you will need some form of prioritization in this case.

So how do you prioritize tickets based on end users? Here’s how you can do it easily using ServiceDesk Plus.
Key Takeaways:
Classify and configure end users as VIP users based on their positions such as directors, vice presidents, managers,
administrators, and so on. When a VIP user reports an incident or raises a service request, an icon identifying the Classify users as VIPs to,
user as a VIP appears next to the person’s name. This will enable the technician to prioritize the ticket easily. Quickly resolve tickets from users who play
important roles in an organization.
To configure an end user as a VIP user,
Go to Admin -> Requesters (under user’s section) -> Choose and edit a requester -> Enable the VIP user check box. Ensure high availability of service for key
decision-makers and increase the credibility
of your IT team.

A VIP icon that indicates a VIP user:

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05 HOW TO PREVENT JUNK
EMAILS GETTING INTO YOUR
IT HELP DESK?
Learn how to prevent unwanted emails entering your Best Practices:
IT help desk and smartly save time for your technicians.
Before configuring the spam filter, prepare a list
of ‘email subject lines, senders etc.’ and then
Every day when you log into the ServiceDesk Plus application, it’s not a pleasant sight to see spam or promotional configure them as spam.
mails saying, “automatic reply”, “mailer daemon”, “best buy Arazon” etc. crowding your inbox. This can be particu-
larly frustrating on Monday mornings that set the stage for the week ahead.
Key Takeaways:
Trashing out these emails can eat an hour or two of your technicians’ valuable time every day. Furthermore, with
SLA timers ticking across tickets, eliminating these emails can take your technicians’ focus away from other higher Configure the spam filter and reduce the flow
priority issues that need immediate attention. of unwanted emails into your IT help desk.

During such times, here is how you can smartly prevent junk emails from entering into ServiceDesk Plus and save Automatically block the spam emails and let
your technicians’ time and energy. your technicians focus on business critical
issues.

• Login to ServiceDesk Plus as an administrator

• Go to Admin -> Mail Server Settings -> Spam Filter section
• Define the criteria and add to rules as follows,

Emails matching the defined criteria will be filtered from entering into ServiceDesk Plus.

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06 HOW TO AVOID COSTLY IT
MISTAKES ARISING FROM
PARTLY FILLED SERVICE
REQUESTS?
Learn how to smartly validate and ensure exactness Best Practices:
of a service request without wasting the technician’s time.
Assign an editor to service requests that you
consider as business critical. A few service re-
quests that might need a double-check are as
Imagine a new employee joins your organization. The HR executive creates a service request for the ‘new joinee’
listed below:
process. While filling the service request, the HR executive does not provide the specifics of the devices to be pro-
vided, privileges for the new employee, software products that he needs etc. This partly filled service request is not Access to the database
sufficient for a technician to provide the required services to the user. The technician sends out multiple emails Requirement of a specific software product
to various people involved to figure out the exact services to be provided. Let’s assume that one of such person
Admin privilege to the active directory etc.
provides the wrong information to the technician. This results in incorrect service delivery, unnecessary confusion,
waiting time, and most importantly, a delay in desired service delivery.

Does that sound familiar to you?

Key Takeaways:

If yes, ServiceDesk Plus lets you to resolve this issue with a simple logic. Ideally, the new employee’s reporting Validate your service requests to avoid simple
manager is the right person to suggest the above mentioned information. mistakes to costly blunders and confusions.

Therefore, we recommend that you assign a person as an editor in ServiceDesk Plus to validate such requests and Provide perfect information to save your IT
technicians’ time and ensure exactness for
avoid making some costly mistakes. The editor cross checks the service request created by a user and ensures pre-
them.
cision and clarity before a technician starts working on the service request.

The editor can be added to your service request templates as shown below:
• Admin -> Service Catalog -> Choose a template -> Drag and drop the editor field into the template from the left
pane.

The editor is notified about the service request in his self service portal (My Requests Summary section) as shown
below:

Similarly, the IT technicians and the user who creates the service request are also notified.

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07 HOW TO STREAMLINE
IT SERVICE REQUESTS
CREATION USING
SERVICEDESK PLUS?
Learn how to prevent invalid service request creation Best Practices:
and avoid unnecessary confusion.
To avoid SLA violation of service requests that
await approval, configure the application to
Your IT help desk receives a myriad of service requests every day, but some of them could be invalid for various rea- create such service requests with statuses
sons. Let’s assume that a user from the payroll department unwittingly requests for a design software. When this with SLA timer stopped. To do this, go to Ad-
service request reaches the IT help desk, the technician has to validate the request before he proceeds any further. min -> Self-Service Portal Settings -> Configure
“While a request is waiting for approval, stop the
He has to check if the user really needs the software.
timer and set request status to” option.

Why waste your technician’s time when you can hand over this responsibility to someone like a service request Enable automatic notification to the approver.
approver? Go to Admin -> Service Catalog -> Choose the
service category -> Choose the service template
A service request approver is a person (usually the head of department ) who approves the service requests aris- -> Workflow -> Enable “Send approval notifi-
cation automatically when a service request is
ing from his department or site. As an IT administrator, you can implement this simple, yet necessary process in
raised” option.
two steps,

Assign Users as Service Request Approvers:

Key Takeaways:
To assign a user,
Go to Admin -> Requesters (Under users section) -> Choose
a requester -> Enable Service Request Approver option. Filter out invalid service requests from your IT
help desk.

Add the Approver Field in the Service Request Template: Save your technicians’ time spent on validat-
ing the service requests. Let them focus on
To add the approver field in the service request template,
other critical issues.
Go to Admin -> Service Catalog -> Choose the service
category -> Choose a template -> drag and drop the “select approvers” field -> Save the template.

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08 HOW TO AVOID LONG WINDED
EMAIL CONVERSATIONS IN YOUR
SERVICE REQUEST FULFILMENT
PROCESS?
Learn how to narrow down a user’s requirement without Best Practices:
multiple email iterations.
Encourage your end users to answer the ques-
tions in the resources section when they raise
Let’s assume a new employee joins your organization. The department head raises a service request to provide a service request.
the devices and accounts to the new employee, without critical details such as the specifications and the privilege
limits of the employee. The technician, in turn, sends multiple emails to the department head to find out the exact For each service that you deliver, ensure that
the request template has the relevant ques-
model of the device , specifications, software to be provided, access permissions, etc. tions in the resources section.

Wouldn’t it be a lot easier if the requester provides all the necessary details at the time of creating the service
request?
Key Takeaways:
Using ServiceDesk Plus, you can eliminate this issue easily, provide prompt service, and save time for your end us-
ers as well as technicians. Add resources to a service request template to narrow down the user’s requirement and Implementing this process helps you to,
to avoid unnecessary email iterations. Resources are a set of questions that help the technicians to understand
Minimize the number of email iterations be-
the exact requirement from the service requester. Below is a sample resource section of a service request,
tween the end user and the technician for a
service request.

Improve the speed of the request fulfilment

process.

To add the resources to a service template,

Go to Admin -> Service catalog -> choose a service category -> choose and edit a template -> add resource.
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09 HOW TO PROMPTLY NOTIFY
TECHNICIANS OF CRITICAL
INCIDENTS AFTER
OPERATIONAL HOURS?
Learn how to effectively deal with incidents that arise on Best Practices:
non-operating hours and holidays.
Configure critical issues to be placed in a spe-
cialized technician group that works on holi-
Let’s imagine it’s a Sunday afternoon and the monitoring device in your network identifies a security violation on days and non-operational hours. Some of the
the application server. The device sends out an alert to the help desk and creates a ticket. You have a specialized critical issues may include,
technician group to handle with such security incidents. However, your technicians might miss the ticket as it was Application server crash
created during a holiday. And when the technicians’ notice the ticket on the next working day, it might be late Back up failure
already. Notify the members of the group automatical-
ly through mobile phone, email and applica-
Here are two simple processes that will help you manage such situations using ServiceDesk Plus. tion. Go to Admin -> Support Groups -> Enable
“Send notification to group technicians when a
Create a business rule that should be executed anytime. new request is added to this group” option.

Go to Admin -> Business Rules (Helpdesk section) -> Add new business rule or choose an existing business rule ->
Key Takeaways:
Configure as follows,

Implementing the above processes will help

you to,
Promptly notify the technicians of critical inci-
dents that occur out of working hours or hol-
Notify the technicians through email and sms. idays.

Notify the technicians through SMS, email,

and through application that they don’t miss
out at any cost.

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10 A SIMPLE USER MANAGEMENT
HACK TO AVOID IT HELP DESK
MAYHEM.
Tips to overcome the challenges in user management Best Practices:
and move towards an organized help desk environment.
Organize your users based on a combination
of criteria, E.g. Users who are SMEs in engi-
Let’s imagine there is going to be a planned network maintenance activity in one of the branches of your organiza- neering department belonging to New York.
tion, lets say New York. The users in the New York branch alone are to be notified about the planned network down-
time. If you make this announcement to the entire organization, instead of the users in the respective branch, it
might create unnecessary chaos. Let’s also, imagine that certain services are specific to only few users. For e.g. ac- Key Takeaways:
cess to payroll server, database, active directory administrator privilege etc. If you do not restrict these services to
these users, then there is greater possibility that your IT help desk receives many unwanted and incorrect tickets. Organize your users into groups to,

The above mentioned two critical issues can be easily avoided with ServiceDesk Plus. Organize your users into Restrict services, announcements, and knowl-
groups based on certain criteria. edge base articles to relevant user community.

Avoid unnecessary requests to your IT help

To categorize the users, desk and chaos in your organization.
Go to Admin -> User Groups (under ‘Users’ section) -> Add User Group. Given below is a sample user group,

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11 THREE SIMPLE WAYS TO
AUTOMATICALLY ASSIGN THE
RIGHT TECHNICIAN TO A TICKET
Learn how to automatically assign the right technician Best Practices:
to a ticket and avoid unnecessary waiting time.
Assign technicians to tickets based on their
skills, level of expertise, sites etc.
Let’s imagine its a month end and a user from the payroll team is unable to login to the payroll application. He
sends an email to the IT help desk to fix the problem at the earliest which is created as a ticket. The help desk coor- Enable email and SMS notifications for the
dinator is unavailable and the ticket lies in an unassigned state until the help desk administrator assigns the ticket technicians for immediate attention.
to the concerned technician. Meanwhile, the affected user loses his patience and repeatedly calls or emails the
help desk team leading to more number of tickets. Now wouldn’t it be good to assign the corresponding technician
Key Takeaways:
automatically as soon as a ticket is created in the help desk?

ServiceDesk Plus lets you to do just that - assign the correct technician automatically to a ticket in three ways as By assigning the right technicians automatically,
follows,
Avoid having pending tickets in queue.
Category based technician assignment: Template based technician assignment:
To configure, To configure technician in the incident template, Ensure prompt service delivery and meet SLAs
Go to Admin -> Help desk Customizer (under help Go to Admin -> Incident Templates (Under help desk on time.
desk section) -> Choose a catogory -> Assign a section) -> Choose a template -> Select a technician
technician. from the drop down -> Save the template. Rule out the necessity for a help desk
co-ordinator.

Similarly, you can assign a technician to a service

Therefore, when a user chooses a category while template through service catalog.
creating the ticket, the technician is automatically
assigned.

Assign technician through business rule:

Assign a technician to a ticket based on pre-defined
criteria or rule set.
To configure,
Go to Admin -> Business Rules (under help desk sec-
tion) -> Choose a rule or create a new rule -> Specify
the criteria and set the actions.

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12 HOW TO SMARTLY AVOID
UNWANTED CRISIS DUE TO
TECHNICIAN’S UNAVAILABILITY?
Learn the automation that help you to easily avoid Best Practices:
crisis when technicians are unavailable.
Encourage your technicians to mark their
unavailability for smart automation of Ser-
Let’s imagine that a very important person (VIP) in your organization urgently requests a piece of information from viceDesk Plus and also enable other techni-
the IT help desk. Your IT help desk has only three technicians who are allowed to query the Oracle database and cians to stay extra careful.
fetch the information. This request gets assigned to one of these technicians who is unavailable to pick the request
Always place the request to a technician group
on that particular day. The help desk administrator is not aware of the VIPs urgency and the technician’s unavaila- rather than assigning a specific technician.
bility. In such situations, it becomes a challenge to provide efficient service and satisfy the said VIP requester.

ServiceDesk Plus helps you to boldly face such situations and keeps your requesters happy. Key Takeaways:

Mark your technician as unavailable and configure a back up technician who can assist the requester with his Avoid confusions that arise due to technician’s
requirement. unavailability.

To mark the unavailability, Avoid manual work in assigning another

Go to Home (respective technician’s web portal) -> Scheduler section -> Choose a day from the calendar -> Mark technician to a high priority request.
leave.
Avoid unnecessary waiting time and stay SLA
compliant.

To configure the backup technician,

Go to Home -> Scheduler section -> Click on the icon on the day marked as leave ->
Choose the back up technician.

20 Hacks for Better IT Help Desk Management 27 // 46

13 THREE GREAT HELP DESK
VALUES YOUR TECHNICIAN
GROUPS UNLOCK.
Learn how categorizing your IT technicians help you Best Practices:
sail towards help desk efficiency.
Instead of automatically assigning techni-
cians, assign a support group to the ticket.
Let’s imagine the COO (among many other end users) of your organization faces intermittent network disconnec- One of the available technicians will take it up
and fix the issue on priority basis.
tion. He is in no position to prepare a report on the organization’s weekly progress that is to be submitted to the
board members the next day. The desperate COO calls up the help desk and asks the coordinator to assign a tech- Always choose to notify all the technicians of
nician who can fix the network disconnection with high priority. The coordinator creates a ticket and assigns it to a a support group.
technician who is an expert in network related issues, without realizing that he is unavailable that particular day.
The SLA timer keeps ticking, the COO keeps waiting, the coordinator keeps assigning the technician with no idea
about the faltered situation. Key Takeaways:

If this sounds familiar to you, here’s how ServiceDesk Plus lets you manage this situation easily and automatically. Categorizing technicians based on their
expertise will help you to,
Group your technicians into ‘Support Groups’ based on their expertise and assign a ticket to the group. E.g. Tech-
nician groups to handle network issues, desktop hardware, application performance, security, IP phones-related Automatically assign a ticket to the group (No
worries about a technician’s unavailability).
etc.
Alert technicians in a group about the assign-
To configure, ment, progress, and closure of a ticket.
Go to Admin -> Support Groups (Under users section) -> Add New Group -> Choose the technicians -> Save.

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14 HOW TO EFFICIENTLY DEAL
WITH INCIDENTS THAT ARE
INCORRECTLY ASSIGNED AND
INVOLVE MULTIPLE SUPPORT
GROUPS?
Tips to reduce waiting time and efficiently deal with Best Practices:
incidents that involve multiple technician groups.
Encourage your technicians to place the
incident in a technician group whenever they
Let’s assume your IT help desk receives an incident from a user about “network connectivity problem” in his lap- re-assign
top. By pre-configured automation, the ticket gets assigned to a technician group that is skilled with network con-
Enable the technician group notifications to
nectivity issues. A technician analyzes the incident and suspects that the root cause is a faulty NIC (Network Inter- notify the respective technicians
face Card) in the laptop. In order to replace the NIC, the incident has to be moved to a different technician group.
Since this particular technician does not have the privilege to re-assign a different technician or a technician group
to the incident, he adds a note and sends the incident to the administrator for re-assignment. The administrator, Key Takeaways:
who has multiple critical issues to deal with, might take a long time for the re-assignment. Meanwhile , the tasks
of the user are deferred and eventually the productivity gets affected. The case is worse if the user has a critical
Avoid unnecessary waiting time for re-assign-
business impact. ment of incidents.

ServiceDesk Plus helps you deal with such crisis through a simple, yet powerful configuration. Meet your service delivery standards with high
user satisfaction.
Empower your technicians with the privilege to assign an incident to a different technician or a group.

To do this,
Go to Admin -> Roles (under users section) -> Add New Role or Edit an existing role -> Enable the option “Assigning
Technician” under ‘Advanced Permissions’ section -> Save.

Below is the screenshot of the respective option, The following screenshot explains the actions that
your technicians are entitled to do,

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15 EMPOWER YOUR USERS TO
CREATE TICKETS
ON BEHALF OF OTHERS.
Learn the benefits of empowering your users to create Key Takeaways:
tickets in your IT help desk on behalf of others.
Quick assistance to users who have no access
to the help desk application
Let’s imagine, one of your users has to present the ‘Annual Strategic Operations Plan’ to the delegates. On doing a
Automatic notification to both the users re-
last minute check, the user is unable to log in to his laptop due to a password lock in the active directory. He tries
garding the ticket’s progress
to reach out to the IT help desk through phone, but in vain . He has no means to access the help desk application or
raise a ticket. As an IT help desk administrator, how will you help this user get over this situation?
Here’s how ServiceDesk Plus lets you help a user in scenarios like this.
Empower your users to create a ticket ‘On Behalf of’ others through their self service portal.
In the above-mentioned scenario, the troubled user can ask his colleague to raise a high priority incident on behalf
of him. The help desk technicians get notified as soon as the incident is created and act accordingly.
Below screenshot gives you a glimpse of this feature,

To enable this feature, connect to the database and execute the below query,
update globalconfig set paramvalue=’true’ where parameter=’ON_BEHALF_OF_USERFIELD’;
After enabling, populate the required set of users in the application by executing their corresponding queries.
To know the kind of users that are available, execute the below query,
select * from globalconfig where parameter=’show_obousers’;
To populate all the users,
update globalconfig set paramalue=’All’ where parameter like ‘%obo%’;
To populate users associated to a specific site,
update globalconfig set paramalue=’Site’ where parameter like ‘%obo%’;
To populate users associated to a specific department,
update globalconfig set paramalue=’Department’ where parameter like ‘%obo%’;

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16 HOW TO EASILY RETRIEVE A
REQUEST THAT IS UNWITTINGLY
DELETED?
Learn how to easily retrieve a request that is accidentally Best Practices:
deleted from your IT help desk.
Check the request trash periodically and
ensure that valid requests are not deleted
It’s a Monday morning, and one of your technicians is trashing out the junk emails that were accumulated over
Since the requests that are not retrieved with-
the weekend. In the bulk deletion process, he unwittingly deletes an incident that was raised by the CFO of your
in 24 hours of deletion are automatically
organization. The technician is unaware of the request deletion, while the CFO frantically waits for a response. At removed from trash, act accordingly
a certain point in time, the CFO calls the IT administrator and bawls for a resolution. Only then the administrator
realizes that the incident was trashed out from the IT help desk. The administrator believes that it is disreputable
to ask the CFO to raise a new incident. In such situation, how do you keep the credibility of your IT help desk intact? Key Takeaways:

ServiceDesk Plus lets you to manage this situation with ease. Request trash ensures,

When you delete requests, they are stored in trash. You can retrieve all deleted requests in a few clicks. Hassle free request retrieval process with no
complex back-end mechanisms.
To retrieve, No valid requests are lost, even accidentally.
Click on the request filter on the left corner -> Choose the request to be restored and click ‘Restore’.
Trash. Refer the below screenshot.

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17 THREE SMART WAYS TO TRACK
FIRST RESPONSE AND STAY
EFFICIENT.
Learn different ways to track the first response made by a Best Practices:
technician and stay efficient.
Encourage your technicians to update a ticket
as and when they perform any activity on it.
Let’s imagine a user is unable to perform an online transaction using his login credentials. He creates a help desk
Enable proactive response escalation and
ticket without a mention of the actual error message. On noticing the ticket, the IT technician calls the user to
alert the administrator and the respective
gather more information on the issue. After he gathers the required information, he starts working on the resolu- technician about the first response violation.
tion of the issue and forgets to update the first response in the application. Meanwhile the SLA timer is ticking, and
records the ticket as first response violated. Now the technician realizes that he has focused on ticket resolution
and missed out on the response SLA. Key Takeaways:

Can you relate this situation? ServiceDesk Plus lets you to smartly track the first response in three different ways ServiceDesk Plus helps,
as follows,
the technicians to dynamically record the first
response and minimize the first response
Email response:
violation
When a technician responds to a requester from within the ticket, the application automatically considers the reply
as a first response. in pro-actively alerting the technicians about
the first response violation and stay efficient
Notes addition:
When a technician responds to a requester through a phone call, he can add a note and make it as a first response.
To add a note, go to requests -> choose a ticket -> actions (at the top) -> add notes.

Worklog addition:
When a technician adds a worklog to a ticket, he can make the worklog to be considered as a first response.
To add a worklog, go to requests -> choose a ticket -> tasks -> work log details -> add new.

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18 HOW SERVICEDESK PLUS
HELPS YOU TO CLEVERLY
ENSURE BALANCE IN IT
SERVICE DELIVERY?
Learn how to smartly assign priorities to tickets and save Best Practices:
your technicians from we need it now kind of users.
Mandate the impact and the urgency fields to
be filled while creating a ticket through forms.
Have you ever encountered a day where all your users raise tickets with high priority assigned? Let’s imagine users
Hide the priority field from the users if neces-
raising high priority tickets for a RAM upgrade, application crash, login error in a payroll software, password reset,
sary [to prevent unnecessary creation of high
browser crash etc. When all the tickets come in with high priority assigned, choosing the valid priority for each help priority tickets].
desk ticket becomes a nightmare to the technician. How could you help your technicians handle such a challenge
smartly?
Key Takeaways:
ServiceDesk Plus helps you to easily prioritize tickets like these with the help of a priority matrix.

The priority matrix automatically assigns the priority to a ticket based on the impact and urgency of the ticket. Priority matrix reduces the burdensome
activity of technicians to analyze a ticket
Priority matrix requires a one-time configuration by the help desk administrator for the respective business impact
and assign the right priority to it.
and urgency values.
Streamline the incoming tickets and assign
To configure priority matrix, fair SLAs to a ticket thereby ensuring balance
Go to Admin -> Help desk customizer (from help desk section) -> Priority matrix (left pane). in service delivery.

When a user selects an impact and urgency in the request form while creating a new ticket, the configured priority
will be automatically assigned to the ticket based on the combination of these two factors.

20 Hacks for Better IT Help Desk Management 39 // 46

19 HOW TO AUTOMATICALLY
REOPEN A TICKET WHEN
THERE IS NO RESPONSE
FROM THE USER?
Learn how to automatically reopen a ticket when there Best Practices:
is no response from a user and follow up for better
service delivery. Encourage your technicians to schedule the
tickets to be opened after a specific number
of days and send out a follow-up email to the
users.
It’s a busy day and your help desk technicians are answering the IT help desk tickets. A few tickets are closed with
quick resolutions and a few, that require more inputs from users, are moved to On-hold status [to avoid SLA vio- Advise your technicians to close long pending
lation]. The heavy workload keeps them busy and they forget about the pending tickets. Interestingly, few users tickets for which the user has never
are even busier than your technicians and they don’t reply to the tickets. When the IT administrator takes a report responded.
of the help desk performance, he sees a huge list of pending tickets and realizes there were no follow-up emails to
those users who never responded.
Key Takeaways:
Sound familiar? If yes, here’s how ServiceDesk Plus lets you to easily overcome such challenges with the request
status scheduler. Request status scheduler,

moves long pending tickets automatically to

Request status scheduler lets you to schedule a ticket to automatically move from On-hold status to any other
open status so that the respective technicians
status that has the SLA timer running [preferably Open]. can take a call on them

To configure, helps your technicians to stay efficient in SLA

Go to Requests -> Choose and edit a ticket -> Change the status from Open to On-Hold -> Click on the icon -> management, service delivery, and to ensure
user satisfaction
the following pop-up appears where you configure the date and time for the ticket to get automatically opened.

20 Hacks for Better IT Help Desk Management 41 // 46

20 HOW TO PROACTIVELY
AVOID UNNECESSARY
ESCALATIONS OF TICKETS?
Learn how to smartly act upon tickets that approach Best Practices:
SLA violation and keep a tab on your help desk efficiency.
Always set proactive escalations with suitable
timeframe to act upon the ticket
Let’s say a ticket is automatically assigned to a technician, who is out of office on a particular day. The SLA assigned
Notify senior technicians, technical experts,
to the ticket has a response and resolution due by time of four and eight operational hours respectively. Since there technicians who represent the respective
is no leave officially marked for the technician, the IT administrator is unaware of the technician’s unavailability support group etc for desirable immediate
and the backup technician is not configured as well. It’s a busy day and the technicians’ focus is on tickets under actions on the ticket.
their scope. On the other hand, the ticket assigned to the unavailable technician approaches SLA violation.

In such situations, will it not be good to get notified about the ticket and proactively prevent SLA violations?
Key Takeaways:

ServiceDesk Plus lets you to cleverly address this challenge through a simple workflow through the actions section Get prior knowledge about tickets approach-
under service level agreements. ing SLA violation and take necessary actions.

Reduce unnecessary SLA violations and

Go to Admin -> Service Level Agreements -> Choose or Add an SLA -> Actions sections under escalations help you to ensure efficient service delivery.
get notified about the tickets that are fast approaching SLA violation and take proactive actions on them.

20 Hacks for Better IT Help Desk Management 43 // 46

ABOUT SERVICEDESK PLUS
ServiceDesk Plus is a comprehensive help desk software with integrated asset and project
management capabilities built on industry-standard best practices. ServiceDesk Plus is
trusted by more than 100,000 organizations, across 185 countries, and is available in 29
different languages. With ServiceDesk Plus, IT organizations can leverage ITSM processes
while unifying their help desk, asset management, and project management activities in a
single pane of glass.
 ABOUT MANAGEENGINE
ManageEngine is a division of Zoho Corporation with offices worldwide, including the United
States, India, Japan, and China. ManageEngine delivers IT management tools that empower IT
teams to meet organizational needs for real-time services and support. Worldwide,
established, and emerging enterprises - including more than 60 percent of the Fortune 500 -
rely on ManageEngine products to ensure the optimal performance of their critical IT
infrastructure, including networks, servers, applications, desktops, and more.

Authored by
Leeben Amirthavasagam,
Solutions Marketer, ManageEngine ITSM
Email: [email protected]
10 YEARS OF
TRANSFORMING
IT SERVICE DESKS
WORLDWIDE
100,000 750,000 185
ORGANIZATIONS TECHNICIANS COUNTRIES

Contact:
Zoho Corporation
4141 Hacienda Drive
Pleasanton, CA 94588, USA
Phone: +1-925-924-9500 | Fax: +1-925-924-9600
Email: [email protected]
Website: www.servicedeskplus.com