ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Adding Tasks ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Using this option you can assign different tasks to different technicians. Task is a sub-unit of an activity. If a problem involves multiple technicians work, then the technician whoever receives the problem (owner of the problem) can assign different tasks to different technicians. To add tasks, 1. Log in to the ServiceDesk Plus application using your user name and password. 2. Click the Problems tab in the header pane. 3. Click the Title of the problem to which you would like to add tasks. 4. Click the Add New menu -> select Task option. This opens the Tasks window. 5. You can either select the task template from Select Template drop down list or you can add a new task. 6. Specify the Title of the task in the given text field. This is a mandatory field. 7. Specify relevant information about the tasks in the Description field. 8. Select the Scheduled Start Time from the calendar button. Also select the Scheduled End Time for the task from the calendar button. 9. The Actual Start Time and End Time of the task will be entered by the technician doing (owning) the task. The actual start time and end time is the real time schedule of the task. The scheduled start time and end time specified by the problem owner is a tentative time schedule. 10. Select the Group to which the task needs to be assigned. Select the Technician of the task from the combo box. Tasks can be assigned either: � to a Group alone, � to a Group and corresponding technician from the group, � to a Technician alone, � to no Group and Technician. 11. Specify the Status of the task. 12. Specify any relevant comment about the task in the Comments field. 13. If you wish to be reminded of the task previously then select the Email me before option and select the number of days from the combo box. This option will be selected based on the scheduled start time. 14. Save the values. You can see a Tasks tab getting created next to the solution tab. All the tasks created for the problem will be listed under the tasks tab in descending order. The tasks assigned to other technicians can be viewed in their Task summary list in the home page. Adding Bulk Task to a problem Certain problem may require more than one task involving different technicians. In this case, rather than adding tasks one by one, you can add bulk tasks to the problem from the task template. 1. From the problem details page, click the Task tab. The task details page opens. 2. Click Add Task from Template button. The Task Template window pops up listing all the active templates. 3. Select the check box beside the templates and click Add Template button. The tasks selected are added under Task Details. ZOHO Corp. 135
Deleting Tasks ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 1. From the tasks details page, select the check box beside the task you wish to delete. 2. Click the Delete button. A confirmation message appears. 3. Click Ok to continue. The task is deleted from the list. ZOHO Corp. 136
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Solutions ManageEngine ServiceDesk
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Installation and Getting Started
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To shut down the ServiceDesk Plus a
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If you do not wish to view the Read
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Configuring MYSQL Server ManageEngi
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Uninstalling ServiceDesk Plus � I
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Contacting ZOHO Corporation � ZOH
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My View The My View tab displays th
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Recent Item ManageEngine ServiceDes
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My Tasks ManageEngine ServiceDesk P
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Publishing Announcements ManageEngi
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Scheduler ManageEngine ServiceDesk
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Technician Availability Chart Manag
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Configure Backup Technician: Manage
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5. Click on Calendar View to go bac
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Reminders ManageEngine ServiceDesk
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License Expiry Alert ManageEngine S
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Request List View ManageEngine Serv
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Creating a New Incident ManageEngin
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Raising Service Requests ManageEngi
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Manage Custom Views ManageEngine Se
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Viewing Discussion Notes ManageEngi
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History Tab ManageEngine ServiceDes
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Closing Requests ManageEngine Servi
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Assigning a Technician for the Requ
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Unassigning a Technician from a Req
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Adding Notes ManageEngine ServiceDe
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12. Specify the Status of the task.
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Merging Requests ManageEngine Servi
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Page 96 and 97: Adding a Resolution You can add res
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Page 100 and 101: Viewing Requester Details ManageEng
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Page 106 and 107: Request Conversations ManageEngine
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Page 120 and 121: Viewing Request Details ManageEngin
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Page 124 and 125: Problems Problem Management This mo
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Page 128 and 129: Editing a Problem To edit a problem
Page 130 and 131: Picking Up Problem ManageEngine Ser
Page 132 and 133: To bulk assign problems to technici
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Page 138 and 139: Adding Work Logs ManageEngine Servi
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Page 142 and 143: Adding Reminders ManageEngine Servi
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Page 150 and 151: Creating New Change ManageEngine Se
Page 152 and 153: Forward Schedule of Change ManageEn
Page 156 and 157: Viewing Change Details ManageEngine
Page 158 and 159: Editing a Change To edit the change
Page 160 and 161: Adding Notes ManageEngine ServiceDe
Page 162 and 163: Viewing Reminders You can view the
Page 164 and 165: Adding Work Logs ManageEngine Servi
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Page 172 and 173: To delete an announcement, ManageEn
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Page 178 and 179: Assets ManageEngine ServiceDesk Plu
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Page 182 and 183: Editing Assets To edit the resource
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Deleting Assets ManageEngine Servic
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Viewing IT Asset Details ManageEngi
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Copying Assets ManageEngine Service
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Attach Component To attach componen
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Bulk Scan of Newly Added Workstatio
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Viewing Workstation Details ManageE
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Viewing Contracts of the workstatio
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Modify Type To Modify Device type,
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Adding Software Using this option y
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Remote Desktop Sharing ManageEngine
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12. Click Ok on Logon Properties wi
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Adding Components ManageEngine Serv
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Deleting Components ManageEngine Se
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Copying Resources ManageEngine Serv
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Attaching Documents To attach docum
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Adding Non-IT Assets to Group Manag
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Modifying the State of Non-IT Asset
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Viewing Non-IT Assets Details Manag
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Copying Resources ManageEngine Serv
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Attach Component To attach componen
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Software Asset Management ManageEng
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Adding New Software To Add new Soft
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Allocate Licenses to a single machi
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Changing Software Category ManageEn
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Associating Software Minor Versions
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Software Summary ManageEngine Servi
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7. Specify the Description and Term
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Editing and Deleting License Agreem
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Software License ManageEngine Servi
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Individual License/OEM ManageEngine
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Viewing Software Licenses ManageEng
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Attach Document to Software License
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Editing and Deleting Service Packs
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Creating New Group ManageEngine Ser
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Editing & Deleting Groups To Edit G
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Purchase Order Configurations Manag
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Purchase Order Additional Fields Ma
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Cost Center ManageEngine ServiceDes
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Notification Rules ManageEngine Ser
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Creating a New Purchase Order To cr
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PO Approval Process ManageEngine Se
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Ordered Purchase Order ManageEngine
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Associated Assets To associate asse
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Adding Invoice details and Notifica
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Adding Payment details & Notificati
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E-mailing the PO Owner ManageEngine
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Editing Purchase Order ManageEngine
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Deleting Purchase Orders ManageEngi
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Contracts ManageEngine ServiceDesk
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Creating a New Contract To create a
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Viewing a Contract To view a contra
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Viewing Contract Owner Details Mana
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Print Preview of Contract To print
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E-mailing the Vendor To notify the
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Solutions ManageEngine ServiceDesk
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Adding a New Solution ManageEngine
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Submit for Approval ManageEngine Se
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Approve/Reject Solution ManageEngin
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Search Solutions ManageEngine Servi
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Managing Topics ManageEngine Servic
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Configurations ManageEngine Service
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Request Form Customizer ManageEngin
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Create New Item, ManageEngine Servi
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Configuring Status ManageEngine Ser
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Configuring Level ManageEngine Serv
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Request Closure Code ManageEngine S
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Configuring Impact ManageEngine Ser
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Delete Priority ManageEngine Servic
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Configuring Request Type ManageEngi
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Resolution Template ManageEngine Se
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Task Template ManageEngine ServiceD
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Mail Server Settings Configuring Ma
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E-Mail Command ManageEngine Service
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Configuring Sites ManageEngine Serv
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Configuring Operational Hours Manag
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Delete Holidays ManageEngine Servic
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Configuring Business Rules ManageEn
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Configuring Service Level Agreement
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Response Time: There is only one le
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Configuring Notification Rules Mana
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Preventive Maintenance ManageEngine
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Incident Template ManageEngine Serv
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Add Tasks ManageEngine ServiceDesk
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Service Catalog ManageEngine Servic
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Service Catalog - Service Categorie
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Service Catalog - Additional Fields
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Editing SLA ManageEngine ServiceDes
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To add resources, 1. Click Add Reso
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Approver Details ManageEngine Servi
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Editing Services To edit a service
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Configuring Roles ManageEngine Serv
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Import Requesters from Active Direc
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Configuring Technician Groups Manag
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Delete Group ManageEngine ServiceDe
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Robo Technician ManageEngine Servic
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Excluding Technicians from auto ass
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Problem Additional Fields ManageEng
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Change Type ManageEngine ServiceDes
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Change Advisory Board ManageEngine
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Change Closure Rules ManageEngine S
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Scanning Windows Machine ManageEngi
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Agent Mode ManageEngine ServiceDesk
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Un-installing the Agent ManageEngin
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Windows Domain Scan ManageEngine Se
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Network Scan ManageEngine ServiceDe
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Windows Machine 1. Click Add New Ne
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Click Scan. ManageEngine ServiceDes
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Scanning WAN environment ManageEngi
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Checking for Newly Added workstatio
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Installing the Remote AE Server Man
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General Settings ManageEngine Servi
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Configuring Product Types ManageEng
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Configuring Products ManageEngine S
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Configuring Vendors ManageEngine Se
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Workstation Additional Fields Manag
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Resource State ManageEngine Service
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Configuring Software Type ManageEng
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License - Additional Fields ManageE
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Importing License From CSV ManageEn
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User Survey ManageEngine ServiceDes
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Viewing Survey Results ManageEngine
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Configuring Self Service Portal Set
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Customize ServiceDesk ManageEngine
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Data Archiving ManageEngine Service
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Authentication mechanism between th
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ServiceDesk Plus API � Purpose of
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Servlet API � About Servlet API
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Request Attributes and xml Response
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access permissions then a "Failure"
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Attribute Comment ManageEngine Serv
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Attribute Comment username Login Na
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Site Attributes and xml Response Th
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The sample form to update sites can
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Asset Attributes and xml Response M
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Note: ManageEngine ServiceDesk Plus
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REST API � About REST API � Gen
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REST API supported operations Manag
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Unable to browse High New York Netw
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High SLA Email Howard Stern O
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Notes Related Operations ManageEngi
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Viewing Note To view one of the not
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Key Points: ManageEngine ServiceDes
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Output: Success Work Log added s
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Key Points: ManageEngine ServiceDes
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Reports ManageEngine ServiceDesk Pl
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Reports on Pending Problems ManageE
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Custom Reports ManageEngine Service
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Creating New Query Reports 1. Click
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Custom Settings ManageEngine Servic
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System Log Viewer ManageEngine Serv
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Personalize ManageEngine ServiceDes
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Back up and Restore � In Windows
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ServiceDesk Plus Editions ServiceDe
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Error Message ManageEngine ServiceD
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