[ForYourInformation -33] Checklists for request management

Bring the ‘Checklists’ into action.

This feature is available from 11107 and post builds of ServiceDesk Plus.

As a result of our constant efforts to make the job easier, we brought in a NEW feature, ‘Checklist’.

Have you ever got this feeling after going out of your house? I locked the door. Didn’t I? Did I turn off the Air Conditioner?

People are preoccupied and tend to miss-out few important things. This goes without saying, IT people like us are always preoccupied.

A checklist might come handy in this situation.

Okay, What is a checklist in ServiceDesk Plus? How does it help us? Long story short, it lets us make sure that we have taken care of those few important things before we close a request.

First things First, Create a Checklist.

Go to Admin >> Incident Management >> Helpdesk Customizer >> Checklist >> New Checklist.

Here, we can add a new checklist item to the checklist that we want to create.

These checklist items will be displayed in a request.

We have 4 different options to choose from.

1.Radio button - Allows only one option to be selected from a set at once.

2.Single line text - As the name indicates, lets users add a plain text in a line.

3.Numeric field - Allows only the numbers as the input, however, numbers with decimal points are not supported.

4.Decision box - More like True or False, it features a single check-box, if left unchecked, this field's value is set as false.

Every checklist item created for a specific checklist will be available in Checklist items under Admin >> Helpdesk Customizer >> Checklist >> Checklist items.

This can be utilized when we create a new checklist, available checklist items can be dragged and dropped into the right pane.

Let's say your organization provides cars for rent, how to get the full out of the checklist?

We have now got a template named ‘New Rental Approval’

First, we need to create a New checklist,

Associate Checklist to the Template

Now, after the checklist is saved, we need to associate the checklist to a template.

>> Under Admin >> Incident Management >> Incident template / Admin >> Service Catalog >> Service Catalog.

>> Choose the template that we need to associate with this checklist. In this case ‘New Rental Approval’.

>> Under the Workflow tab, choose ‘Associate’ in the Checklist section.

>> The checklists will be displayed here, select the checklist and save it.

Now, when a request is logged using this template ‘New Rental Approval’, the checklist associated will be listed in the Checklist section

Though, the checklist doesn’t necessarily stop you from closing/completing a request, but, it lets the technician make sure that they don’t miss out on anything.

Utilize this feature and let us know your thoughts. Cheers..!

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