hmmm…its time for the ServiceDesk Plus 6 release now. The final validation build is up and running..its just at a smelling distance. 🙂
Well well…having said so, i would like to brief you all up on an interesting feature enhancement i.e Category, sub category and Item present on a new request form.
This unique feature in ServiceDesk Plus 6 is all about providing a relevant classification for a specific request upto three tiers; namely category, sub category and item. The data in the sub category drop down is populated according to the selection made in the category drop down. Similarly, according to the selection made in the sub category drop down, the data gets populated in the Item drop down. That is, a request can be categorised according to its nature. For example, a compact disk related problem request can be categorized under ‘Burn CD’ and further to a sub category of ‘CD writer’ and again to Lens.
In the earlier versions of ServiceDesk Plus, this feature was missing and our customers were really on the look out for this very feature.
Understanding this unique feature in ServiceDesk Plus 6 :
Assume an incoming IT service request to a help desk for a change in browser version. Inorder that this request be better served, ServiceDesk Plus can have a category by name Browser, a sub category with a list of available browsers and the item as the version details pertaining to specific browsers.
The pooling of sub category (i.e the list of available browsers) is completely dependant on the category selection and in this case its ‘Browser’ and similarly the pooling of item list (i.e the list of available versions) is purely based on the sub category selection for example Internet explorer. Hence a clutter free classification of a request is possible.
