Happy Easter / Happy long weekend – take whatever suits you 8) .
Getting back from a long weekend can charge you up, but most of the times, the backlog of mails and requests kills the day.
Help Desk Analyst spend their most productive time during the day sorting accumulated requests. Here are a few tips how you can leave the mundane sorting to ServiceDesk Plus and focus your energy on getting a date 😀
We are going to setup a dispatcher for us using a three components from the SDP Admin console.
Here are the 3 ingredients
– Queues
– Business Rules
– Notifications
1. Create different types of Queues based on problem category or based technician skill sets
- A queue is a transient holder to place requests of similar kind or requests based certain criteria. Technicians will listen queues based on their skill sets and pickup requests.
| Quote: |
| Action: Create a hardware queue where hardware technicians will be listening to it. You can also create queues based on specific skill sets say Cisco router queue. |
2. Define Business rules to classify requests based on any defined criteria
Business Rules helps you classify requests based on conditions / rules. Say, you can classify a request with title “unable to connect to the network” and place it in the network queue or assign it to a network technician.
Configure business rules to classify requests and place them in relevent queues. Define business rules based on the request title or description, say if it contains a title like software installations place it in the software queue or direct it to a technicians who does that.
3. Notify technicians about the request assigned
Notify technicians immediately via email or SMS, whenever a request has been assigned to them or to the queue they are subscribed to.
To all the help desk staff:
If you can get this working and if it saves you an hour(atleast half-an-hour) of sorting and dispatching. Drop a line, I need to ask for a raise 😀
