Report an Issue

Report an Issue


You can report an issue in three different ways:

Report Issues from Home

In the Home tab, click Report an Issue from the 'I am facing an Issue' block. Select the category as Incident Templates to log an incident instantly.

Report Issues from Header

Click the New Request icon on the header and select New Incident to report an issue from any page in the application.

Report Issues from Request Tab

Go to Requests > New Incident on the toolbar to report an incident using the default template. To use pre-defined incident templates, click the drop-down arrow beside it.

While filling out the incident request form from the header or request tab, you can reset the form details anytime using Reset at the bottom of the page.

Filling the Form

ServiceDesk Plus Cloud allows users to log incidents by using different templates, each customized to capture issue-specific information. You can use the default template to report an incident in case you aren't sure which template to select.
If you are unable to view the default template, contact your administrator to enable default templates for requesters.

Select the template you want to use.



Fill out the displayed fields using the following pointers: 

Field

Explanation

Select Template (displayed only when logging incidents via Header/Requests tab)

Select pre-configured templates to save time.

Requester Name

Your name will be populated here.

On Behalf Of User

Log incidents for another requester. Select the requester name from the drop-down.

Asset

Select from the drop-down. These are assets that are associated with you.

Site

Specify your site.

Group

Select the group to work on your incident. These groups are site-specific.

Technician

Select the technician to work on your incident. These technicians are group-specific.

Priority

Refers to how urgent the issue is.

Status

Refers to the progress of the request.

Mode

Indicates how the issue was reported.

Impact

Refers to the effect the incident has on productivity.

Impact Details

Details impact scope.

Level

Indicates the importance/complexity of the request.

Urgency

Refers to how quickly the request resolution is needed.

Category

Select from the drop-down. Choose the accurate category to ensure quicker resolution.

Subcategory

Select from the drop-down. Choosing the accurate subcategory ensures quicker resolution.

Subject

Provide short information about the issue.

Description

Describe the issue in detail.

Attachments

Attach files from Computer or Cloud (not more than 10MB in size) to the request form.


After you have filled the required fields, click Add Request.

 Some fields might be removed/replaced with additional fields, customized to the template.  

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