ServiceDesk Plus 6.0
What's new in SDP 6ServiceDesk Plus version 6 comes packed with lot of feature additions, which were requested by you as our customers. The features are both big and small, but each one will help you to make your life simpler yet powerful, some example being Automated Password Reset tool, MS - SQL Support, Keep me signed in, AD synchronization, etc.
The complete list of new Features and its usefulness is given below.
Feature Name | Feature Explained | Uses |
| Automated Password Reset Tool | ServiceDesk Plus 6 will have an addon called Robo technician which will help automate regular process. In this version once an password reset ticket is assigned to Robo technician, password will be reset for the account, and the ticket will be closed. | According to Gartner 33% of IT service requests are password reset requests. So this process can be automated which will save enormous amount of time for help desk technicians. |
| MSSQL database support | ServiceDesk Plus 6 also supports MS SQL along with MySQL which is the default database. To know how to migrate from default MySQL to your MS-SQL database click here. | If all your data is in MS-SQL why to seperate ServiceDesk Plus data from others. You may even have a corporate policy of only using MS-SQL |
| Role based access for Reports | You can have a non-administrative role just to view reports. | Very useful for senior managers who only want to view the efficiency of helpdesk through various reports. |
| Category / sub-Category / Item | Requests can be classified upto three tiers. | If more requests are seen on specific item or sub category, you can plan for a change of the product or for training for all people on that issue. |
| Department Head Role | Role can be defined to view all the requests from a specific department. | You can keep your department heads happy without wasting a technician login. |
| Keep me Signed in | If the option is selected you will always be kept logged in unless logged out | As administrators, you can simultaneously do your other work and come back to ServiceDesk Plus anytime without trouble |
| Predefined Templates for Requests | Readymade templates can be selected while generating a request | Makes life easier for technicians and users |
| An approval process for Requests. | Critical requests can be put for approval with this feature | Easy differentiation and priority for few requests |
| Mandatory fields while closing a request | Some information has to be fed before closing a request | You will have closed requests only with a reason |
| Bulk edit of requests | Multiple requests can be edited in a single shot | Saves time. |
| Draft Replies | You can save replies as drafts. | Helpful when a technician is not sure about the reply and may want someone to review it. |
| AD Synchronization Scheduler | Schedule AD synchronization to keep the data upto date | No manual intervention. Saves time for administrators. |
| Disable My Details from Requester Login in the Self Service Portal | The MyDetails tab in the Self Service Portal could be disabled/enabled. | Decide to show users their information at login. |
| Global view with all technician details | Information on all the requests (their status), techincian load, etc can now be obtained in a single view. | Single view, saves time. |
| Support team efficiency | Option to specify the actual working date and time while adding Time Entries to Requests. | Can understand the actual time spent on resolving that proves helpful in SLA too. |
| Meet the SLA | Alert technicians before SLA violation. | Very helpful in defining standards and following it |
| View all requests | Option to view the Requests raised by one particular Requester | Easy view, saves time. |
| Survey email customization | Personalize survey notification emails. | Give your company's touch and feel in all email |
| SLA notification customization | Customize SLA notification email. | SLA notification based on priority |
| Editing requester information | Edit requester information from the Request view page itself. | Easy edit, saves time. |
| Request notes | Handle notes while you access the particular request | Easy edit, saves time. |
| Request inline edit | Edit all request fields inline | Easy edit, saves time. |
| Merge Requests | More than one requests can be merged from the list view with the parent request. | East edit, saves time. |
| Spell check | Replies to requests can be spell checked | Your replies are typo error free from now on. |
| Add Tasks to Requests | Split request to tasks so that each task can be assigned to specialist technician | Address your users issues more professionally. |
| Inline image support | Images can be added inline on requests and replies | Present your case more clearly. |
| Email notification as announcement | Option to make Email notification as an announcement | Announce a certain type of problem and a solution while you address it for the first time. |
| Add resolution | Option to add resolution while adding the request . | If you address an issue over phone, close it while adding it. |
| Database structure in reports | Ability to view the Database Structure with interlinking columns while creating a query report. | Easy reporting. |
