ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Leave can be marked to other technicians using Technician Availability Chart. You can configure your
leave by clicking Quick Actions -> Mark Unavailability under the scheduler block. This opens the
Mark Unavailability pop up window. Follow the above steps to mark leave.
Edit/Cancel Leave
If you wish to edit or cancel a leave then,
1. From the schedule calendar, hover over on the day the technician is on leave. Click on the
Edit leave icon on the right hand side below the date. This opens the Mark
Unavailability pop-up window.
2. Click Save on making the changes.
3. If you wish to Cancel the leave then click Cancel Leave. The leave gets cancelled. Note: For
continuous holidays, the entire series gets cancelled.
Add Task
You can also add, view and re-assign the tasks to other technicians. The tasks can be added to
technicians for the current day and the forth coming days. To add task refer Add Tasks.
Viewing Requests/Tasks/Problems/Changes
The number open requests, tasks, problems and changes assigned to you gets listed in the calendar,
by default. To view the details of the request/tasks/problem/change,
1. Click the link corresponding to the requests/task/problems/changes to be viewed for a specific
day. The details of requests/tasks/problems/changes gets listed for the particular day as
shown below,
Re-assigning Requests/ Tasks/ Problems/ Changes
The requests, tasks, problems or changes assigned to a particular technician can be re-assigned to
other technicians. For ex. If requests are assigned to a technician for a specific day and if the
technician is unavailable on that day, then the request can be re-assigned to other technicians.
Similarly tasks, problems and changes can be re-assigned.
To re-assign requests/tasks/problems/changes,
1. Click the requests/problems/tasks/changes on the day, of the corresponding technician you
want to re-assign from the Schedule Calendar. This lists out all the open request for that day.
2. Enable the check box adjacent to the request which you want to re-assign.
3. Select the technician from the combo box to whom the task is re-assigned. Click Re-assign
button. The task is re-assigned to the technician.
Reminders
The reminder option is available only for the logged in technician, that is, if the logged in technician is
an administrator then the reminders of other technicians cannot be viewed by him. To know more on
reminders refer Reminders.
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