ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

2. Quick Create - New Incident
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Quick Create - New Incident is an instant mode to create new incidents when you are on a call with a
requester or when you are loaded with a lot of work. This section is available only when the 'Quick
Create Settings' is enabled in the Self-Service Portal.
In the Quick Create - New Incident block, you can either conduct a search for the existing requesters
using the icon or enter the requesters name in the field provided. Next, you need to enter
Request Title and Description. Click Save. The incident is saved and the request details page is
displayed.
If you require additional details such as category, priority or assign a technician, click Add More
Details >> link. This takes you to the New Incident form.
3. Request Tab
To create a new request from the request tab,
1. Click Requests tab in the header pane.
2. From the Request list view page, click New Incident button. By default, the 'Default Incident
Template' form is displayed. From this form, you can select an incident template from the
Change Template drop down.
3. In the default request form, select the Request Type from the combo box. Request Type
denotes the type of request sent by the requester to the help desk team. You can configure
Request Type in the Admin tab.
4. Select the Status of the request, the Mode of request submission, Level and Priority of the
request from the drop down box.
5. Also, select the Impact, Impact Details and Urgency of the request from the corresponding
drop down box.
6. In the Requester Details block, specify the Requesters Name, Contact Number, Job Title
and Department of the requester.
7. If the issue persists in the requester's asset, then select the Asset from the drop down. If the
issue is caused by a network resource such as a router or an access point, then click the icon
and select the asset.
8. You can select the requester from the list of users configured in the application. Click
requester lookup icon beside the requester name field. The Requester List window
pops up.
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