ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 4. The Solution Id and the Status gets displayed on the right hand side of the page. 5. The Subject, Type and Category can be viewed along with the complete solution. 6. The Keywords gets listed below the solution. If there are multiple keywords then they are separated by commas. 7. The Solution Details such as Created By, Created On, Type, Views, Status and so on can be viewed under this block. The requester details can be viewed by clicking the created by link. 8. The comments given to the solution on approving/rejecting can be viewed in Comments History. The status of the solution can also be viewed. ZOHO Corp. 305
Editing a Solution To edit a specific solution, ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 1. From the solutions list view page, click on the solution which you want to edit using the filter showing combo box. (OR) you can select the solution which you wish to edit by clicking the topic from browse by topics. All the solutions, irrespective of the status, available under that topic gets listed. 2. Click the Edit button available on the right hand side of the view solutions details page. 3. In the Edit Solutions page, make the necessary modifications. The title, contents, and the topic under which you wish to place the solution are mandatory fields. You can also add more attachments or delete existing ones. 4. Click Save. If you want to drop the modifications made, click Reset. If you do not want to save the changes and get back to the solutions listing, click Cancel. 5. On Saving the solution, the status of the solution shows Unapproved. The solution has to be submitted for approval to the concerned technician. To know more on refer Submit for Approval. Alternatively, to open the solution that you wish to edit, type the solution title in the keyword field of the search block and click Go or press the Enter key. The solutions matching the search string will be listed, from which you can choose the solution and edit the same. ZOHO Corp. 306
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ManageEngine ServiceDesk Plus 8.0 :
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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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Adding Resolution to a request Note
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Problems Problem Management This mo
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6. Select the Status of the problem
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Editing a Problem To edit a problem
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Picking Up Problem ManageEngine Ser
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To bulk assign problems to technici
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Problem Solutions ManageEngine Serv
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Adding Tasks ManageEngine ServiceDe
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Adding Work Logs ManageEngine Servi
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Associating Incidents to a Problem
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Adding Reminders ManageEngine Servi
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To delete an announcement, ManageEn
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Send Notifications ManageEngine Ser
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Creating New Change ManageEngine Se
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Forward Schedule of Change ManageEn
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Viewing Change Details ManageEngine
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Editing a Change To edit the change
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Adding Notes ManageEngine ServiceDe
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Viewing Reminders You can view the
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Adding Work Logs ManageEngine Servi
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Deleting Change ManageEngine Servic
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Associating Problems to a Change Ma
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To delete an announcement, ManageEn
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Change Planning ManageEngine Servic
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14. Click the link in the mail to o
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Assets ManageEngine ServiceDesk Plu
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Adding IT Asset ManageEngine Servic
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Editing Assets To edit the resource
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Assigning Assets to Department/Site
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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
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
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Page 302 and 303: Solutions ManageEngine ServiceDesk
Page 304 and 305: Adding a New Solution ManageEngine
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
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Page 336 and 337: Resolution Template ManageEngine Se
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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
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Page 352 and 353: 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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