Book Image

ServiceDesk Plus 8.x Essentials

By : Ankush Agarwal
Book Image

ServiceDesk Plus 8.x Essentials

By: Ankush Agarwal

Overview of this book

IT service management (ITSM) refers to the implementation and management of quality IT services that meet the needs of your business. ServiceDesk Plus is an integrated web-based helpdesk tool that assists you in planning, setting up, and achieving the timely execution of IT services efficiently. ServiceDesk Plus 8.x Essentials is a practical, hands-on guide that walks you through the features of ServiceDesk Plus 8.x to help you set up and manage day-to-day IT services. The book also helps you to understand and practice the ITIL methodologies while using the tool for daily operations. ServiceDesk Plus 8.x Essentials conceptualizes the ITIL framework and takes you through the core processes and their implementation in ServiceDesk Plus 8.x in an easy and practical manner. The book will also help you to learn the process flows and manage incidents, problems, assets, and configurations while understanding the scope and responsibilities of the helpdesk. It also takes you through controlling changes and releases and highlights the features of the tools. If you need a concise handbook for a complete understanding of the metrics, challenges and risks of ITSM, then you have found the right book. With ServiceDesk Plus 8.x Essentials, you will learn everything you need to know to administer and manage IT services using ServiceDesk Plus, while making ITIL concepts practical and fun.
Table of Contents (13 chapters)
ServiceDesk Plus 8.x Essential
About the Author
About the Reviewer

Controlling with e-mail commands

We've seen the setting of the business rules and how this can help in auto-assigning the category and priority of tickets. However, to get a finer control and not let things get too complicated, with hundreds of rules, the E-mail Command feature can be used in ServiceDesk Plus. This also enables remote technicians and even third-party support teams to update records without the need to have a license. It can be configured using the following steps:

  1. Navigate to Admin | Mail Server Settings under the Helpdesk block.

  2. Click on the E-mail Command tab.

  3. Check the Enable E-mail Command checkbox.

  4. The E-mail Subject contains field is used to determine which e-mails have to be parsed. The string given here between the delimiters is the subject criteria for e-mails to be parsed. For example, if the value given is @Ticket@, then all e-mails with @Ticket@ would be parsed.

  5. Any special character can be used as a delimiter and the same can be mentioned in the Command Delimiter...