ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Multi site on Requests
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
An organization can have branches spread across different regions and sites of the globe to handle
various specialized activities. In this globally distributed environment, a request can be raised from a
site to a technician located in another branch of the organization. The request is resolved based on
the admin configurations (operational hours, holidays, SLA and business rules) of the site from which
the request was raised. Hence with site base configuration, the request module experiences an
immense change.
If an organization has no branches and hence no sites configured, then while creating a new request
then the default admin configurations gets applied to resolve the request.
Key entities in Request module
Creating Requests
� The admin configurations of the selected site in the new request form will get applied to
the request.
� The Groups and Technicians corresponding to the selected site will be listed. Groups acts
as a filter in choosing the technician to resolve the request.
� A request template with the group and technician pre filled with values needs to be reselected
on choosing the requester, if the group/technician is not associated to the
requester's site.
Editing Requests
If a request needs to be routed to a technician in another site, then on selecting the site,
the SLAs and business rules for the site will be applied and the due by time recalculated
accordingly.
Viewing Requests
Technicians can view all the requests of a site if,
� the technician is associated to the site and have the viewing permission as 'All' in
Configuring Roles.
� the technician is associated to the site with the viewing permission as 'All in
associated sites'.
ZOHO Corp. 112