ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Mode
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
There are different modes of submitting a request to the IT help desk team. ServiceDesk Plus
provides you the option of submitting the request through an online form. Instead, a requester can call
up the IT help desk agent and inform him/her regarding an issue faced, where the help desk agent will
ensure to log the details discussed over the phone call through the web-based form. The other mode
by which you can submit a request is by sending a mail to the IT help desk team. The IT help desk will
then log the details of the mail through the web-based form in the ServiceDesk Plus application. If
there are other methods of reporting a request to the IT help desk team in your organization, you can
add the corresponding mode. To open the mode configuration page
1. Login to the ServiceDesk Plus application using the user name and password of an admin
user.
2. Click the Admin tab in the header pane.
3. In the Helpdesk block, click the Request Form Customizer icon . The next page
displays the list of request form attributes that can be customized on the left menu and the
category list page.
4. Click Mode from the left menu. The Mode List page is displayed. You can add, edit, or delete
the request mode.
Add Mode
To add a request mode
1. In the Mode List page, click Add New Mode link at the top right corner.
2. In the Add Mode form, enter the Mode Name. If you want, you can enter the mode
Description also. Please note that each Mode Name needs to be unique.
3. Click Save. The new mode gets added to the already existing list.
If you want to add more than one mode, then instead of clicking Save, click Save and add new
button. This adds the new mode and reopens the add mode form.
At any point, if you decide not to add the new mode, then click Cancel to get back to the mode list.
Clicking the View List link on the top right corner of the add mode form will also take you to the mode
list view.
Edit Mode
To edit an existing mode
1. In the Mode List page, click the edit icon beside the mode name that you wish to edit.
2. In the Edit Mode form, you can modify the name and description of the mode.
3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are
performing, click Cancel.
Even while editing a mode, if you wish to add new mode, then click Save and add new button instead
of clicking Save button after making the changes.
Delete Mode
1. In the Mode List page, click the delete icon beside the mode name that you wish to delete.
A confirmation dialog appears.
2. Click OK to proceed with the deletion. If you do not want to delete the mode, then click
Cancel.
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