ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Sites
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Organizations, big or small, may have several branches across the globe to handle various
specialized activities. These branches can be located in the same or different region, and the data
from each of these branches need to be maintained in the same place. You can configure various
sites (branches) to a region in the ServiceDesk Plus application.
To access the Sites configuration page,
1. Login to ServiceDesk Plus application using the username and password of the admin user.
2. Click Admin tab in the header pane.
3. On the Helpdesk block, click Sites icon.
Add Site
Note: The administrator has the privilege to Add/Edit/Delete a site. The Site Admin can
only View/Edit/Delete the sites to which he is associated from the Site List page.
1. In the Site List view page, click Add New Site link on the right hand side corner. The Add
New Site form opens.
2. Enter the Site Name in the text field provided. It is mandatory field.
3. Enter brief information in the Description field about what your organization does in the
above mentioned site.
4. Select the Region and the Time Zone of the site from the combo box. The specified time
zone is essential to calculate the operational hours for the site. Hence, any request raised in
the site can be resolved within its operational hours.
5. Specify the Address of the organization along with City, Postal Code, State and Country.
6. Enter the Contact Information such as E-mail Id, Phone no, Fax no and the Web URL of
your organization.
7. Enable any of the following related settings,
� Refer Default Settings: On enabling refer default settings, the default settings are not
copied to site and hence there is not separate site based configurations (except for
departments). Instead the configurations made under the default settings are referred to
the site. Any modifications made under the default settings such as, adding a new holiday
or group to the existing list will get applied to the sites with refer default settings enabled.
Say, for an organization with various sites having similar site specific configurations,
enable refer default settings instead of copying the default configurations to every site.
Any additional holiday or group added under default settings will automatically get applied
to all the sites with this option enabled.
� Copy Default Settings: Copy default settings help you to maintain separate site specific
configurations for every site, and if there is any slight modifications made under default
settings then, the same gets pushed to the sites provided the previous states of default
setting and site configuration is the same. Any minor changes made in the site based
configurations of a site is exclusively for the particular site. Say, the escalation rules set
in a SLA for one site is different from another site. In this case, enable copy default
settings radio button and modify the changes in the escalation rules.
� Custom Settings: Custom default settings help you to organize, configure and maintain
separate site specific configurations of a site. The default settings do not have any
influence over the default settings. Consider an organization with branches across the
globe having different operational hours and holidays, and thus with different SLAs. In this
case, site specific configurations needs to be configured separately for every site by
enabling the radio button corresponding to the options in Custom Settings for the site.
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