ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

More documents

Recommendations

Info

Adding a New Solution ManageEngine ServiceDesk Plus 8.0 :: Admin Guide The solutions module is a knowledge base with resolutions for the problems encountered by your help desk team. The solutions can be grouped under topics to access the solutions with ease. In addition, the solutions can be restricted to specific user groups. The requesters under the user group can view the solutions on logging into the application. To add new solutions to the existing knowledge base, 1. Log in to the ServiceDesk Plus application using your user name and password. 2. Click the Solutions tab in the header pane. This opens the solutions list view page. By default, the list of all solutions gets displayed. Click New Solution button.(OR) Click Quick Actions -> Solutions under the Create New block. This opens the New Solutions page. The title, contents and the topics fields are mandatory fields. 3. Enter a title for the solution you wish to add in the given text field. This can be a summary of the complete solution in one line that will exactly tell what the solution is all about. 4. Enter the complete solution in the Contents text field. 5. If this solution requires any additional files to support the article, then you can attach the same by clicking Attach File button. The Attach File window pops up as shown below, i. Click Browse and select a file from the file chooser window. Click Open. ii. Click Attach File button. The attached file gets listed along with its size. iii. Repeat steps 1 and 2 to attach another file. 6. The topic field is a combo box that lists all the available topics and sub-topics. Select the topic in which you wish to add the current solution. 7. The keywords are optional, but the presence of a keyword for the solution will help in improving the search capability and will provide accurate search results. While entering multiple keywords, separate them with comma. 8. To make this solution available in the self service portal for the logged in and non logged in users, select Publish this solution in Self-Service Portal also check box. If you have configured User Groups, then you can restrict the solutions to a specific user group by selecting the user group from the available list, use >> button to move it to the selected user group block. The solution will be available to the user group on logging into the application. 9. Click Add. If you do not wish to add the solution then click Cancel. ZOHO Corp. 303
Viewing Solution Details ManageEngine ServiceDesk Plus 8.0 :: Admin Guide You can view the solution along with the solution details such as created by, created on, status and so on in the solution module. To view the solution details, 1. Login to ServiceDesk Plus application using your username and password. 2. Click Solution tab in the header pane. The list of All solutions is displayed by default. 3. Click the solution which you wish to view from the solution list view page. The View Solutions Details page opens as shown below, ZOHO Corp. 304
Page 2 and 3:
ManageEngine ServiceDesk Plus 8.0 :
Page 4 and 5:
Page 6 and 7:
Page 8 and 9:
Page 10 and 11:
Page 12 and 13:
Solutions ManageEngine ServiceDesk
Page 14 and 15:
Installation and Getting Started
Page 16 and 17:
Page 18 and 19:
Page 20 and 21:
To shut down the ServiceDesk Plus a
Page 22 and 23:
If you do not wish to view the Read
Page 24 and 25:
Configuring MYSQL Server ManageEngi
Page 26 and 27:
Uninstalling ServiceDesk Plus � I
Page 28 and 29:
Contacting ZOHO Corporation � ZOH
Page 30 and 31:
My View The My View tab displays th
Page 32 and 33:
Recent Item ManageEngine ServiceDes
Page 34 and 35:
My Tasks ManageEngine ServiceDesk P
Page 36 and 37:
Publishing Announcements ManageEngi
Page 38 and 39:
Scheduler ManageEngine ServiceDesk
Page 40 and 41:
Page 42 and 43:
Technician Availability Chart Manag
Page 44 and 45:
Configure Backup Technician: Manage
Page 46 and 47:
5. Click on Calendar View to go bac
Page 48 and 49:
Reminders ManageEngine ServiceDesk
Page 50 and 51:
License Expiry Alert ManageEngine S
Page 52 and 53:
Page 54 and 55:
Page 56 and 57:
Request List View ManageEngine Serv
Page 58 and 59:
Creating a New Incident ManageEngin
Page 60 and 61:
Page 62 and 63:
Raising Service Requests ManageEngi
Page 64 and 65:
Page 66 and 67:
Manage Custom Views ManageEngine Se
Page 68 and 69:
Viewing Discussion Notes ManageEngi
Page 70 and 71:
History Tab ManageEngine ServiceDes
Page 72 and 73:
Closing Requests ManageEngine Servi
Page 74 and 75:
Assigning a Technician for the Requ
Page 76 and 77:
Unassigning a Technician from a Req
Page 78 and 79:
Adding Notes ManageEngine ServiceDe
Page 80 and 81:
Page 82 and 83:
12. Specify the Status of the task.
Page 84 and 85:
Merging Requests ManageEngine Servi
Page 86 and 87:
Linking Requests ManageEngine Servi
Page 88 and 89:
Page 90 and 91:
Deleting Requests ManageEngine Serv
Page 92 and 93:
the same on selecting from the comb
Page 94 and 95:
Page 96 and 97:
Adding a Resolution You can add res
Page 98 and 99:
Submit For Approval ManageEngine Se
Page 100 and 101:
Viewing Requester Details ManageEng
Page 102 and 103:
Page 104 and 105:
E-mail the Technician To e-mail a t
Page 106 and 107:
Request Conversations ManageEngine
Page 108 and 109:
Requests ManageEngine ServiceDesk P
Page 110 and 111:
My View Completed Requests ManageEn
Page 112 and 113:
Searching Requests ManageEngine Ser
Page 114 and 115:
Assigning Technicians ManageEngine
Page 116 and 117:
Page 118 and 119:
Request List View ManageEngine Serv
Page 120 and 121:
Viewing Request Details ManageEngin
Page 122 and 123:
Adding Resolution to a request Note
Page 124 and 125:
Problems Problem Management This mo
Page 126 and 127:
6. Select the Status of the problem
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
Page 134 and 135:
Problem Solutions ManageEngine Serv
Page 136 and 137:
Adding Tasks ManageEngine ServiceDe
Page 138 and 139:
Adding Work Logs ManageEngine Servi
Page 140 and 141:
Associating Incidents to a Problem
Page 142 and 143:
Adding Reminders ManageEngine Servi
Page 144 and 145:
Page 146 and 147:
To delete an announcement, ManageEn
Page 148 and 149:
Send Notifications ManageEngine Ser
Page 150 and 151:
Creating New Change ManageEngine Se
Page 152 and 153:
Forward Schedule of Change ManageEn
Page 154 and 155:
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
Page 166 and 167:
Page 168 and 169:
Deleting Change ManageEngine Servic
Page 170 and 171:
Associating Problems to a Change Ma
Page 172 and 173:
To delete an announcement, ManageEn
Page 174 and 175:
Change Planning ManageEngine Servic
Page 176 and 177:
14. Click the link in the mail to o
Page 178 and 179:
Assets ManageEngine ServiceDesk Plu
Page 180 and 181:
Adding IT Asset ManageEngine Servic
Page 182 and 183:
Editing Assets To edit the resource
Page 184 and 185:
Assigning Assets to Department/Site
Page 186 and 187:
Page 188 and 189:
Deleting Assets ManageEngine Servic
Page 190 and 191:
Viewing IT Asset Details ManageEngi
Page 192 and 193:
Copying Assets ManageEngine Service
Page 194 and 195:
Attach Component To attach componen
Page 196 and 197:
Page 198 and 199:
Bulk Scan of Newly Added Workstatio
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
Page 208 and 209:
Remote Desktop Sharing ManageEngine
Page 210 and 211:
Page 212 and 213:
12. Click Ok on Logon Properties wi
Page 214 and 215:
Adding Components ManageEngine Serv
Page 216 and 217:
Deleting Components ManageEngine Se
Page 218 and 219:
Copying Resources ManageEngine Serv
Page 220 and 221:
Attaching Documents To attach docum
Page 222 and 223:
Page 224 and 225:
Adding Non-IT Assets to Group Manag
Page 226 and 227:
Modifying the State of Non-IT Asset
Page 228 and 229:
Viewing Non-IT Assets Details Manag
Page 230 and 231:
Copying Resources ManageEngine Serv
Page 232 and 233:
Attach Component To attach componen
Page 234 and 235:
Software Asset Management ManageEng
Page 236 and 237:
Adding New Software To Add new Soft
Page 238 and 239:
Allocate Licenses to a single machi
Page 240 and 241:
Changing Software Category ManageEn
Page 242 and 243:
Associating Software Minor Versions
Page 244 and 245:
Software Summary ManageEngine Servi
Page 246 and 247:
7. Specify the Description and Term
Page 248 and 249:
Editing and Deleting License Agreem
Page 250 and 251:
Software License ManageEngine Servi
Page 252 and 253:
Individual License/OEM ManageEngine
Page 254 and 255: Viewing Software Licenses ManageEng
Page 256 and 257: Attach Document to Software License
Page 258 and 259: Editing and Deleting Service Packs
Page 260 and 261: Creating New Group ManageEngine Ser
Page 262 and 263: Editing & Deleting Groups To Edit G
Page 264 and 265: Purchase Order Configurations Manag
Page 266 and 267: Purchase Order Additional Fields Ma
Page 268 and 269: Cost Center ManageEngine ServiceDes
Page 270 and 271: Notification Rules ManageEngine Ser
Page 272 and 273: Creating a New Purchase Order To cr
Page 274 and 275: PO Approval Process ManageEngine Se
Page 276 and 277: Ordered Purchase Order ManageEngine
Page 278 and 279: Associated Assets To associate asse
Page 280 and 281: Adding Invoice details and Notifica
Page 282 and 283: Adding Payment details & Notificati
Page 284 and 285: E-mailing the PO Owner ManageEngine
Page 286 and 287: Editing Purchase Order ManageEngine
Page 288 and 289: Deleting Purchase Orders ManageEngi
Page 290 and 291: Contracts ManageEngine ServiceDesk
Page 292 and 293: Creating a New Contract To create a
Page 294 and 295: Viewing a Contract To view a contra
Page 296 and 297: Viewing Contract Owner Details Mana
Page 298 and 299: Print Preview of Contract To print
Page 300 and 301: E-mailing the Vendor To notify the
Page 302 and 303: Solutions ManageEngine ServiceDesk
Page 306 and 307: ManageEngine ServiceDesk Plus 8.0 :
Page 308 and 309: Submit for Approval ManageEngine Se
Page 310 and 311: Approve/Reject Solution ManageEngin
Page 312 and 313: Search Solutions ManageEngine Servi
Page 314 and 315: Managing Topics ManageEngine Servic
Page 316 and 317: Configurations ManageEngine Service
Page 318 and 319: Request Form Customizer ManageEngin
Page 320 and 321: Create New Item, ManageEngine Servi
Page 322 and 323: Configuring Status ManageEngine Ser
Page 324 and 325: Configuring Level ManageEngine Serv
Page 326 and 327: Request Closure Code ManageEngine S
Page 328 and 329: Configuring Impact ManageEngine Ser
Page 330 and 331: Delete Priority ManageEngine Servic
Page 332 and 333: Configuring Request Type ManageEngi
Page 336 and 337: Resolution Template ManageEngine Se
Page 338 and 339: Task Template ManageEngine ServiceD
Page 340 and 341: Mail Server Settings Configuring Ma
Page 342 and 343: E-Mail Command ManageEngine Service
Page 346 and 347: Configuring Sites ManageEngine Serv
Page 348 and 349: Configuring Operational Hours Manag
Page 350 and 351: Delete Holidays ManageEngine Servic
Page 352 and 353: Configuring Business Rules ManageEn
Page 354 and 355:
Page 356 and 357:
Configuring Service Level Agreement
Page 358 and 359:
Response Time: There is only one le
Page 360 and 361:
Configuring Notification Rules Mana
Page 362 and 363:
Preventive Maintenance ManageEngine
Page 364 and 365:
Incident Template ManageEngine Serv
Page 366 and 367:
Page 368 and 369:
Add Tasks ManageEngine ServiceDesk
Page 370 and 371:
Service Catalog ManageEngine Servic
Page 372 and 373:
Service Catalog - Service Categorie
Page 374 and 375:
Service Catalog - Additional Fields
Page 376 and 377:
Editing SLA ManageEngine ServiceDes
Page 378 and 379:
Page 380 and 381:
To add resources, 1. Click Add Reso
Page 382 and 383:
Page 384 and 385:
Approver Details ManageEngine Servi
Page 386 and 387:
Editing Services To edit a service
Page 388 and 389:
Configuring Roles ManageEngine Serv
Page 390 and 391:
Page 392 and 393:
Page 394 and 395:
Import Requesters from Active Direc
Page 396 and 397:
Page 398 and 399:
Page 400 and 401:
Page 402 and 403:
Page 404 and 405:
Page 406 and 407:
Configuring Technician Groups Manag
Page 408 and 409:
Delete Group ManageEngine ServiceDe
Page 410 and 411:
Page 412 and 413:
Page 414 and 415:
Page 416 and 417:
Robo Technician ManageEngine Servic
Page 418 and 419:
Excluding Technicians from auto ass
Page 420 and 421:
Problem Additional Fields ManageEng
Page 422 and 423:
Change Type ManageEngine ServiceDes
Page 424 and 425:
Change Advisory Board ManageEngine
Page 426 and 427:
Change Closure Rules ManageEngine S
Page 428 and 429:
Scanning Windows Machine ManageEngi
Page 430 and 431:
Agent Mode ManageEngine ServiceDesk
Page 432 and 433:
Page 434 and 435:
Page 436 and 437:
Page 438 and 439:
Un-installing the Agent ManageEngin
Page 440 and 441:
Page 442 and 443:
Windows Domain Scan ManageEngine Se
Page 444 and 445:
Network Scan ManageEngine ServiceDe
Page 446 and 447:
Windows Machine 1. Click Add New Ne
Page 448 and 449:
Click Scan. ManageEngine ServiceDes
Page 450 and 451:
Page 452 and 453:
Scanning WAN environment ManageEngi
Page 454 and 455:
Checking for Newly Added workstatio
Page 456 and 457:
Installing the Remote AE Server Man
Page 458 and 459:
General Settings ManageEngine Servi
Page 460 and 461:
Configuring Product Types ManageEng
Page 462 and 463:
Configuring Products ManageEngine S
Page 464 and 465:
Configuring Vendors ManageEngine Se
Page 466 and 467:
Workstation Additional Fields Manag
Page 468 and 469:
Resource State ManageEngine Service
Page 470 and 471:
Configuring Software Type ManageEng
Page 472 and 473:
License - Additional Fields ManageE
Page 474 and 475:
Page 476 and 477:
Importing License From CSV ManageEn
Page 478 and 479:
User Survey ManageEngine ServiceDes
Page 480 and 481:
Page 482 and 483:
Page 484 and 485:
Viewing Survey Results ManageEngine
Page 486 and 487:
Configuring Self Service Portal Set
Page 488 and 489:
Customize ServiceDesk ManageEngine
Page 490 and 491:
Data Archiving ManageEngine Service
Page 492 and 493:
Page 494 and 495:
Page 496 and 497:
Authentication mechanism between th
Page 498 and 499:
Page 500 and 501:
ServiceDesk Plus API � Purpose of
Page 502 and 503:
Servlet API � About Servlet API
Page 504 and 505:
Request Attributes and xml Response
Page 506 and 507:
access permissions then a "Failure"
Page 508 and 509:
Attribute Comment ManageEngine Serv
Page 510 and 511:
Attribute Comment username Login Na
Page 512 and 513:
Site Attributes and xml Response Th
Page 514 and 515:
Page 516 and 517:
The sample form to update sites can
Page 518 and 519:
Page 520 and 521:
Page 522 and 523:
Page 524 and 525:
Page 526 and 527:
Asset Attributes and xml Response M
Page 528 and 529:
Note: ManageEngine ServiceDesk Plus
Page 530 and 531:
Page 532 and 533:
REST API � About REST API � Gen
Page 534 and 535:
REST API supported operations Manag
Page 536 and 537:
Unable to browse High New York Netw
Page 538 and 539:
High SLA Email Howard Stern O
Page 540 and 541:
Notes Related Operations ManageEngi
Page 542 and 543:
Viewing Note To view one of the not
Page 544 and 545:
Key Points: ManageEngine ServiceDes
Page 546 and 547:
Output: Success Work Log added s
Page 548 and 549:
Key Points: ManageEngine ServiceDes
Page 550 and 551:
Reports ManageEngine ServiceDesk Pl
Page 552 and 553:
Reports on Pending Problems ManageE
Page 554 and 555:
Page 556 and 557:
Custom Reports ManageEngine Service
Page 558 and 559:
Page 560 and 561:
Creating New Query Reports 1. Click
Page 562 and 563:
Page 564 and 565:
Custom Settings ManageEngine Servic
Page 566 and 567:
System Log Viewer ManageEngine Serv
Page 568 and 569:
Personalize ManageEngine ServiceDes
Page 570 and 571:
Back up and Restore � In Windows
Page 572 and 573:
ServiceDesk Plus Editions ServiceDe
Page 574 and 575:
Error Message ManageEngine ServiceD
Page 576:
Error Message Cause Request for sca
show all

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Create successful ePaper yourself

Delete template?

Save as template?