ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Delete Priority ManageEngine ServiceDesk Plus 8.0 :: Admin Guide 1. From the Priority List page, enable the check box beside the priority name that you wish to delete. 2. Click Delete button. A confirmation dialog appears. 3. Click OK to proceed with the deletion. The priority gets deleted from the available list. If you do not wish to delete the priority, then click Cancel. ZOHO Corp. 329
Priority Matrix ManageEngine ServiceDesk Plus 8.0 :: Admin Guide The priority matrix helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis, and Urgency list in the x-axis of the matrix. Priority Matrix requires a one-time configuration by the Administrator. Once you set the Priority for specific Impact and Urgency in the priority matrix, when a requester selects a similar impact and urgency combination in the new request form, then the priority of the request will be determined based on the matrix. To set up Priority Martix, 1. Login to the ServiceDesk Plus application using the user name and password of an admin user. 2. Click the Admin tab in the header pane. 3. In the Helpdesk block, click the 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. 4. Click Priority Matrix from the left menu. The next page displays priority matrix with impact list in the y-axis and the urgency list in the x-axis. 5. From the Priority Matrix page, click the priority link against specific urgency and impact, this opens the drop down box. 6. Select the corresponding priority from the list. The priority will be set for the particular Impact and Urgency combination. Example In priority matrix : If Impact is Affects Business and Urgency is High then Priority should be High. Result in request form : If requester/technician selects Affects Business for impact and high for urgency in the request then, the priority field gets filled automatically and displays as high. ZOHO Corp. 330
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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
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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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Ordered Purchase Order ManageEngine
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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 304 and 305: Adding a New Solution ManageEngine
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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 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 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 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
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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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ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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