17. Is there a way for a requester to submit a request on behalf of another user, considering they cannot edit the requester name field while creating a request?

1. Admins can navigate to setup → Templates and Forms, select the desired template, and add the "On behalf of user" field from the available fields section. Users can then use this field to create requests on behalf of other users.
   
2. The user added to this field will be considered the requester and will receive all notifications just like the actual requester. Technicians, however, will not see this field when creating a request, as they already have permission to select the requester’s name.
   
3. Note: If the requester cannot find all their organization's users while creating a request, they can go to setup → General settings → Requester Portal and select the option from "Requesters can create requests on behalf of".
   

      

18. How can I assign a specific technician to a particular category, regardless of any criteria? What is the easiest way to achieve this?

Category Based Assignment

setup → Customization → Helpdesk → Category

This can be used to automatically assign technicians for a specific category, regardless of the site. So whenever a request is created, technicians will be assigned automatically

19. The priority field is greyed out while creating a request, so I enabled the "Requester can set" option within the template, but it results in an error. How can I resolve this?

Navigate to setup → Customization → Helpdesk → Priority Matrix, and make sure the option "Allow requesters and technicians to override the priority matrix" is enabled.

20. How can we auto generate a sequential number for a specific template similar to the request ID?

      To achieve this, go to setup → Customization → Additional Fields and add a field with the type "Auto Number". Afterwards, you can include this field in the template where it is needed.

21.  I am encountering the following error message while submitting a request: "Some mandatory fields are either disabled or hidden."

This indicates that certain fields have been marked as mandatory within the template but may have been hidden or disabled using form rules. Please check if any form rules are in place that might be affecting these fields.

26. How can I create filters to view only high-priority tickets?

• Navigate to the Request tab in the request list view.
• Click "New Custom View" → Name the view → Set the criteria and conditions for high-priority tickets.

27. Can the system automatically assign priorities to requests?

Yes, using the Priority Matrix:

• Go to Setup → Customization → Helpdesk --> Priority Matrix.
• Define priority levels based on Impact (Y-axis) and Urgency (X-axis).
• The system will automatically assign priorities based on these configurations.
  

28. Why is the request first moved to Resolved instead of being directly Closed?

As per ITSM best practices, a request should be closed only after the user confirms the issue is resolved.

How it works in ServiceDesk Plus Cloud:

• When a technician resolves an incident, the request moves to "Resolved" status.
• An email is sent to the requester, asking them to confirm the resolution.
• If no response is received within 2 days, the request is automatically closed.

To enable Automated Closure:

• Go to Setup → Automation → Closure Rules → Request Closing Process.
• Select 'Automated Closure' to enable this feature.
  

29. How do I disable the 'Close Request' (Yes/No) confirmation popup?

• Navigate to Setup → Automation → Closure Rules → Confirm User Acknowledgment to disable the prompt.
  

30. How can a requester re-open a resolved request if the resolution is unsatisfactory?

Email-based Reopening:
Enable ‘Notify Requester when a Request is Resolved’ under Setup → Automation → Notification Rules → Requester Notifications. The requester will receive an email with a Close Request link. If unsatisfied, they can reply to the email, which will reopen the request.



Request Reopen Settings:

 Go to Setup → General Settings → Advanced Portal Settings --> Request Reopen Settings. Enable the option "Do you want to allow requesters to reopen their "Select the request status" requests?" .

31.  How can I make a requester to view all the requests without converting him as a technician?

32. How can I ensure that the full conversation history appears when replying to a request in ServiceDesk Plus Cloud?

1. Navigate to Setup → Templates & Forms → Reply Template. Click on Default Reply Template and add the $description variable in the Message section. This will include the request description and the conversation history in your replies.
2. When replying to a request, always reply to the latest email reply of the request, not just the request itself.
   
3. Ensure you use the reply buttons in the individual conversations (instead of composing a new mail under the same subject). This will keep the entire email chain intact and visible to the customer, avoiding fragmented replies.
   

33. How can I set a personalized email signature with formatting in ServiceDesk Plus Cloud?

1. Click your profile icon or username at the top-right corner of the application.
   
2. Select Personalize.
   
3. In the Email Signature section, enter your desired signature.
   

Once done, click Save.

This signature will automatically be added to your replies.

34. Is there a limit to the number of recipients in email notifications from ServiceDesk Plus Cloud?

Yes, the number of recipients is now capped at 50 per email notification. This includes all addresses in the To, Cc, and Bcc fields combined, and applies across all modules in ServiceDesk Plus Cloud.