ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Configurations ManageEngine ServiceDesk Plus 8.0 :: Admin Guide All configurations for the application are grouped under Admin tab. You can access the various configuration options by logging into the application with the username and password of an admin user. On logging into the application with the login credentials of an administrator, the Configuration Wizard page opens. To proceed with the configurations, follow the instructions provided in the configuration wizard. The various configurations are grouped under the following major heads: � Helpdesk Configuration � User Management � Problem/Change Management � Discovery � Asset Management � Software Management � Purchase/Contract Management � User Survey � General Settings Each of these configurations is explained in details in the following sections. ZOHO Corp. 315
Helpdesk Configurations ManageEngine ServiceDesk Plus 8.0 :: Admin Guide If you have logged into the application as the administrator then you need to configure the helpdesk settings before the request module can be opened for real time functioning of fetching the customer support mails and tracking the same. The following configurations must be set up for an effective request workflow, � Helpdesk Customizer � Organization details � Mail Server settings � Region � Sites � Operational hours (Working Hours of the organization) � Holidays � Departments � Configuring Business Rules � Service Level Agreements � Notification Rules � Preventive Maintenance � Incident Template � Service Catalog ZOHO Corp. 316
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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
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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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Page 272 and 273: Creating a New Purchase Order To cr
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Page 292 and 293: Creating a New Contract To create a
Page 294 and 295: Viewing a Contract To view a contra
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Page 298 and 299: Print Preview of Contract To print
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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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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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