ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Table of Contents
INTRODUCTION ...................................................................... 10
System Requirements...................................................................... 12
Installation and Getting Started ........................................................ 13
Database Configuration.................................................................... 22
Uninstalling ServiceDesk Plus............................................................ 25
Registering ServiceDesk Plus ............................................................ 26
Contacting ZOHO Corporation ........................................................... 27
HOME PAGE ............................................................................ 28
My Tasks ....................................................................................... 33
Publishing Announcements ............................................................... 35
Scheduler ...................................................................................... 37
My Schedule ...........................................................................................38
Technician Availability Chart......................................................................41
Reminders...................................................................................... 47
License Expiry Alert ......................................................................... 49
DASHBOARD ........................................................................... 50
REQUEST ................................................................................ 54
Request List View............................................................................ 55
Creating a New Incident................................................................... 57
Raising Service Requests.................................................................. 61
Creating Custom Views .................................................................... 64
Manage Custom Views ..................................................................... 65
Viewing a Request........................................................................... 66
Request Tab ...........................................................................................66
Resolution Tab ........................................................................................67
Tasks Tab...............................................................................................68
Approvals Tab .........................................................................................68
History Tab.............................................................................................69
Editing a Request ............................................................................ 70
Closing Requests............................................................................. 71
Picking up Requests......................................................................... 72
Assigning a Technician for the Request............................................... 73
ZOHO Corp. 1