ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Request Closure Code ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Request Closure Code denotes the reason behind closing a request, whether the request was closed successfully, unsuccessfully, cancelled and so on. Using the request closure code, the administrator is able to comprehend the purpose of closing the request by the technician. In addition, comments can be provided to give a detailed explanation for closing the requests. The configured request closure code list appears while closing the request, and the data entered is viewed in the request details page. To access the Request Closure Code list page, 1. Click Admin tab in the header pane to open the Configuration Wizard page. 2. In the Helpdesk block, click Helpdesk Customizer icon . The next page displays the list of request form attributes that can be customized on the left menu and the category list page. 3. Select Request Closure Code from the left menu. The available request closure code is displayed. From this page you can add, edit and delete a closure code. Adding New Closure Code 1. Click Add New Closure Code link. 2. Specify a unique Name for the request closure code. The name is a mandatory field. 3. Provide a brief Description about the request closure code. 4. Click Save to save the request closure code and return to the list view. To add more than one request closure code, click Save and Add New button. This adds the new closure code and reopens the Add Request Closure Code form. Click Cancel to exit the add request closure code form and return to the list view. Clicking the View List link on the top right corner of the add request closure code form also take you to the Closure Code list view. Editing a Request Closure Code 1. From the Request Closure Code list view page, click the edit icon beside the closure code name to edit. The Update form is displayed. 2. Modify the Name and Description. 3. Click Save, to save the request closure code and return to the list view. Even while editing a closure code, if you wish to add a new request closure code, click Save and Add New button. This updates the request closure code and reopens the Add Request Closure Code form. Click Cancel to exit the add request closure code form and return to the list view. Clicking the View List link on the top right corner of the add request closure code form also take you to the Closure Code list view. Deleting a Request Closure Code 1. From the Request Closure Code list view, enable the check box beside the closure code to delete. 2. Click Delete button. A confirmation dialog appears. 3. Click Ok to continue. The request closure code is deleted from the list. If the request closure code is used in a request, the closure code is not deleted, instead it is grayed (made inactive) and will not be available for further usage. ZOHO Corp. 325
To bring the request closure code back to the active state, ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 1. Click the edit icon beside the inactive request closure code. The update form is displayed. 2. De-select the Request Closure Code not for further usage check box. 3. Click Save. The request closure code is save and will be available for further usage. Click Save and Add New, to save and add another request closure code. Click Cancel to exit the add request closure code form and return to the list view. ZOHO Corp. 326
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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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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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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 302 and 303: Solutions ManageEngine ServiceDesk
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Page 314 and 315: Managing Topics ManageEngine Servic
Page 316 and 317: Configurations ManageEngine Service
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Page 320 and 321: Create New Item, ManageEngine Servi
Page 322 and 323: Configuring Status ManageEngine Ser
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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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