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This text will be shown when the Requester/Technician fills out the form. #Lifelock project canvas life route how to#If you want to add information to the Requester/Technician on how to fill the form or if you wish to provide more info about the form, enable the radio button as shown in the image below and provide the content in the text area. To enlarge the Description field under Subject, click the lower-right corner and pull it down. The third section, Resolution, is fiexd and cannot be edited/moved. You can add a name and a brief description to the first two sections. The Incident Template canvas for the Technician is divided into 3 sections. Here's a sample Additional Field with all PII fields marked: PII marking is essential for anonymizing or completeing erasing any personal information soon after the user leaves the organization. You can also choose to encrypt the data provided for better security. Therefore, in ServiceDesk Plus, you have the option to mark all personal information of a user as PII or personally identifiable information. ![]() Moreover, privacy regulations and guidelines, such as the General Data Protection Regulation (GDPR), require businesses to protect their user's personal data from misuse. Some of these fields could contain personal information such as the person's name, email address, or any other personal information that could be misused. Preferred mode of communication or Yes/No responses.īirthdays/Resolution Time. To enlarge the space for description, click the right corner of the description box and pull it down. There are 9 field types that you can use, depending on your requirement.įor long descriptions. To add any new field, go to the New Field tab in the right panel and select from the following Additional Fields: For example, under Service, all available services or assets will be displayed, and you can choose a default, if necessary. Default Value Selectio: Depending on the field, select from the values displayed.Similarly, mandating Impact Details will mandate Impact. Note that if you mandate the Item field, Category and SubCategory will be automatically mandated. Options: Mandate the field, if necessary, and also choose if the field must be visible to the requester.Help Text: Provide a simple, brief description on what the field stands for this will appear on hover over the field.Field Name: Provide an appropriate field name, such as Request Type or Category. #Lifelock project canvas life route update#Removed fields will get listed back in the right panel.Įdit each field to update the following properties: Except the Status, Subject, and Description fields, you can edit or remove all the other fields. Then, drag to the template canvas the required fields and/or single/double-columned sections from the right panel as shown below:Īll the Available Fields will be listed under the incident canvas, by default. To configure settings for both Technicians and Requesters, scroll down and select the Show to Requester option. Go to Admin > Helpdesk Customizer > Incident TemplateĬlick New Template and on the displayed page, fill out the required details. The SDAdmin can configure templates for incident and service requests. By configuring incident templates for specific issues, you can make the resolution process quicker and more efficient. The requester can log the incident easily, and the technician will have all the required information to resolve the request. ![]() ![]() #Lifelock project canvas life route software#Incident Requests in ServiceDesk Plus contain various fields, such as Category, Priority, Support/User group, user location, and software version. ![]() Incident Templates make it easy to log new incidents by pre-populating fields automatically. ![]()
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