ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Service Items
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
The day-to-day IT services such as installation, relocation, internet access, email access, virus
protection, provision of hardware and software, mail server and so on are configured under this
section. The service items are classified and grouped under Service Categories, which are displayed
in the Home tab.
The Service Request form consists of a drag and drop template that should be configured in order to
meet the end-user requirement. If the service involves the need of any resources, then the same can
be configured under the Resource Info block. Furthermore, approvers, service level agreement and
tasks can be assigned for individual service request.
To configure Service Items,
1. Click the Admin tab in the header pane to open the configuration wizard page.
2. Click Service Catalog icon under Helpdesk block. The Service Catalog page opens
listing the service categories available in the application.
3. Click Add Service button beside a service category to add service under it. The Add Service
Item form opens to display three tabs namely, Form Designer, Workflow and Requester View.
By default, the form Designer is displayed.
This following are explained under this section.
� Configuring Form Designer
� Configuring Resource Information
� Show to Requester option
� Configuring Workflow
� Approver Details
� SLA
� Adding Tasks to service requests
� Template Action
� Requester View
� Enabling/Disabling Service Item
� Editing Service Item
� Deleting Service Item
Configuring Form Designer
To add services under a service category,
1. Click Add Service button beside the service category. The service request for Technician
View appears consisting of the Header, Service Fields and Service Preview.
� Header : The header consists of the Service Name and Description.
� Service Field : The service fields consist of the list of available parameters and an option
to add new fields for the service item.
� Service Preview : The service preview decides the form look and consists of drag and
drop area along with the Undo and Redo options. With the template, individual forms can
be customized for each service by dragging the available service fields into the service
preview form, remove fields from the form, set the field property and also rearrange fields
in the form.
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