ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
8. To customize and remove undesirable fields in the form, hover over the field, the Edit Field
NOTE
Properties icon and the Remove Field icon appears.
ii. Click Edit Field Properties icon . A drop down containing the following options
appears,
i. Mandatory Fields : Enabling this option sets the field as mandatory.
ii. Requester can set : Enabling this option allows the users to edit the field, i.e., they
can enter or select values for the field while raising a new service request. Enabling
this option automatically enables 'requester can view' check box.
iii. Requester can view : Enabling this option alone allows users to view the field in the
service request form but they cannot enter values for the field while raising a service
request.
2. Click Remove Field icon to remove the fields from the service preview form. The
fields detached from the form are listed in the Service Fields block.
1. If the Item field is marked as mandatory then the corresponding Category and Sub
category will be automatically marked as mandatory.
Similarly, if the Impact details is marked as mandatory then the Impact field will also be
marked as mandatory.
2. The fields such as Requester Details, Subject and Site do not have Edit Field Properties
icon and hence these fields can only be re-arranged.
3. Fields such as Status, Description, Requester Details, Site and Subject do not have
Remove Field icon.
8. Save the service before proceeding to the Resources block.
Configuring Resource Information
If the service involves any resources then you can mention them under the Resource Info block. The
process of adding resources involves a series of questions, and the resources can be displayed in
either of the following formats - check box, drop down, plain text or with simple yes/no.
Take the case of a new employee joining your organization. The resources provided to the new
employee would be, providing a desktop/laptop, installing the necessary softwares, provision of any
additional hardware resource, communication device, entry into application logins like Active
Directory, VPN, Email, Payroll, CRM and so on. These resources are entered under Resource Info
block of the service request.
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