ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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To delete an announcement, ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 1. To delete the announcement click Delete button. A dialog pops up asking you confirm on the delete operation. 2. Click OK to delete. Or click Cancel to retain the announcement. Alternatively you can also publish announcements company wide or just to the technicians group from the Home page. The announcements are displayed just below the my view requests tab in the home page as shown below, All recent announcements will be displayed first based on the date. To view all the announcements (even completed ones), click the Show All button on the right side of the page. To add a new announcement 1. Login to ServiceDesk Plus using the administrator / technician user name and password. 2. In the login home page, if you have permissions to add an announcement, you will notice the Add New button in the announcements box as shown above. Click the button. The Add New Announcement dialog pops up. 3. Enter the Announcement Title. This can be a short statement that describes the announcement. 4. Type the Announcement Content in the text box provided for the same. 5. Select the From date and To date using the calendar icon beside the respective fields. 6. If you wish to publish the announcement only to the technicians and do not wish to expose it to your requesters, then select the check box Show this announcement only to technicians. The announcement will be displayed in the home page with a lock beside it. 7. If you wish to Send this announcement as mail then select the corresponding option by enabling the check box. 8. Click Save. At any point of time, you do not wish to add the announcement, click Cancel. The announcement will be added and the pop-up will display the announcement details as entered by you. The announcement title will be displayed in the login home in bold text in the announcement box with a new icon beside it. ZOHO Corp. 171
Send Notifications ManageEngine ServiceDesk Plus 8.0 :: Admin Guide To send notifications specific to the change to the CAB members, to change managers, technicians or to any concerned person then, 1. Log in to ServiceDesk Plus application using your user name and password. 2. Click the Changes tab in the header pane. This opens the change list view page. 3. Click the title of the change to which the notification has to be sent. This opens the change details page. 4. Click the Actions combo box and select the Send Notification link. This opens the Send Notification page. 5. Specify the To and CC address in the given text field. 6. Specify the Subject of the notification in the given text field. 7. Specify relevant information about the notification in the Description field. 8. Send the notification. ZOHO Corp. 172
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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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Linking Requests ManageEngine Servi
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Deleting Requests ManageEngine Serv
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the same on selecting from the comb
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Adding a Resolution You can add res
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Submit For Approval ManageEngine Se
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Viewing Requester Details ManageEng
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E-mail the Technician To e-mail a t
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Request Conversations ManageEngine
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Requests ManageEngine ServiceDesk P
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My View Completed Requests ManageEn
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Searching Requests ManageEngine Ser
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Assigning Technicians ManageEngine
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Request List View ManageEngine Serv
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Viewing Request Details ManageEngin
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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 136 and 137: Adding Tasks ManageEngine ServiceDe
Page 138 and 139: Adding Work Logs ManageEngine Servi
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Page 150 and 151: Creating New Change ManageEngine Se
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Page 156 and 157: Viewing Change Details ManageEngine
Page 158 and 159: Editing a Change To edit the change
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Page 162 and 163: Viewing Reminders You can view the
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Page 174 and 175: Change Planning ManageEngine Servic
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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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Page 190 and 191: Viewing IT Asset Details ManageEngi
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Page 200 and 201: Viewing Workstation Details ManageE
Page 202 and 203: Viewing Contracts of the workstatio
Page 204 and 205: Modify Type To Modify Device type,
Page 206 and 207: Adding Software Using this option y
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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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Error Message Cause Request for sca
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