ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Adding Notes.................................................................................134 Adding Tasks .................................................................................135 Adding Work Logs ..........................................................................137 Deleting Problem............................................................................138 Associating Incidents to a Problem....................................................139 Associating Changes to Problem .......................................................140 Adding Reminders ..........................................................................141 Viewing Reminders .........................................................................142 Publishing Announcements ..............................................................144 Printing Problem ............................................................................146 Send Notifications ..........................................................................147 CHANGES .............................................................................. 148 Creating New Change .....................................................................149 Forward Schedule of Change............................................................151 Viewing Change Details...................................................................155 Editing a Change............................................................................157 Printing Change .............................................................................158 Adding Notes.................................................................................159 Adding Reminders ..........................................................................160 Adding Work Logs ..........................................................................163 Assigning Technician to a Change .....................................................164 Picking Up Change................................................................................. 165 Closing Change ..............................................................................166 Deleting Change ............................................................................167 Associating Incidents to a Change ....................................................168 Associating Problems to a Change ....................................................169 Publishing Announcements ..............................................................170 Send Notifications ..........................................................................172 Change Planning ............................................................................173 Recommending Change by CAB........................................................174 Approving Change by the Change Manager ........................................176 ASSETS ................................................................................. 177 IT Assets ......................................................................................178 Adding IT Asset..................................................................................... 179 Editing Assets ....................................................................................... 181 Adding Assets to Group .......................................................................... 182 ZOHO Corp. 3
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Assigning Assets to Department/Site ........................................................ 183 Modifying State for IT Assets................................................................... 184 Change log-in Credentials for bulk of IT Assets .......................................... 185 Bulk Scan of IT Assets............................................................................ 186 Deleting Assets ..................................................................................... 187 Importing Asset details From CSV............................................................ 188 Viewing IT Asset Details ......................................................................... 189 Copying Assets...................................................................................... 191 Attaching Assets.................................................................................... 192 Attach Component................................................................................. 193 Attach Documents ................................................................................. 194 Assigning IT Asset to User/Department/Asset ............................................ 195 Add New Workstation............................................................................. 196 Bulk Scan of Newly Added Workstation ..................................................... 197 Changing Workstation As Server.............................................................. 198 Viewing Workstation Details .................................................................... 199 Print Preview of Workstation Details ......................................................... 202 Modify Type.......................................................................................... 203 Reconcile Workstations........................................................................... 204 Adding Software.................................................................................... 205 Deleting Workstations ............................................................................ 206 Remote Desktop Sharing.................................................................207 Components ..................................................................................212 Adding Components............................................................................... 213 Adding Components to Group.................................................................. 214 Deleting Components............................................................................. 215 Viewing Components Details ................................................................... 216 Copying Resources ................................................................................ 217 Editing Components............................................................................... 218 Attaching Documents ............................................................................. 219 Non IT-Assets................................................................................220 Assigning Non-IT Assets to Users and/or Department ................................. 221 Editing Non-IT Assets............................................................................. 222 Adding Non-IT Assets to Group................................................................ 223 Assigning Bulk Non-IT Assets to Department/Site ...................................... 224 Modifying the State of Non-IT Assets........................................................ 225 Deleting Non-IT Asset ............................................................................ 226 Viewing Non-IT Assets Details ................................................................. 227 Assigning Non-IT Assets to Users and/or Department ................................. 228 Copying Resources ................................................................................ 229 Attaching Assets.................................................................................... 230 Attach Component................................................................................. 231 Attach Documents ................................................................................. 232 ZOHO Corp. 4
Page 2 and 3: ManageEngine ServiceDesk Plus 8.0 :
Page 12 and 13: Solutions ManageEngine ServiceDesk
Page 14 and 15: Installation and Getting Started
Page 20 and 21: To shut down the ServiceDesk Plus a
Page 22 and 23: If you do not wish to view the Read
Page 24 and 25: Configuring MYSQL Server ManageEngi
Page 26 and 27: Uninstalling ServiceDesk Plus � I
Page 28 and 29: Contacting ZOHO Corporation � ZOH
Page 30 and 31: My View The My View tab displays th
Page 32 and 33: Recent Item ManageEngine ServiceDes
Page 34 and 35: My Tasks ManageEngine ServiceDesk P
Page 36 and 37: Publishing Announcements ManageEngi
Page 38 and 39: Scheduler ManageEngine ServiceDesk
Page 42 and 43: Technician Availability Chart Manag
Page 44 and 45: Configure Backup Technician: Manage
Page 46 and 47: 5. Click on Calendar View to go bac
Page 48 and 49: Reminders ManageEngine ServiceDesk
Page 50 and 51: License Expiry Alert ManageEngine S
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ManageEngine ServiceDesk Plus 8.0 :
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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
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Adding Invoice details and Notifica
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Adding Payment details & Notificati
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E-mailing the PO Owner ManageEngine
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Editing Purchase Order ManageEngine
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Deleting Purchase Orders ManageEngi
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Contracts ManageEngine ServiceDesk
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Creating a New Contract To create a
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Viewing a Contract To view a contra
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Viewing Contract Owner Details Mana
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Print Preview of Contract To print
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E-mailing the Vendor To notify the
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Solutions ManageEngine ServiceDesk
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Adding a New Solution ManageEngine
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Submit for Approval ManageEngine Se
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Approve/Reject Solution ManageEngin
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Search Solutions ManageEngine Servi
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Managing Topics ManageEngine Servic
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Configurations ManageEngine Service
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Request Form Customizer ManageEngin
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Create New Item, ManageEngine Servi
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Configuring Status ManageEngine Ser
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Configuring Level ManageEngine Serv
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Request Closure Code ManageEngine S
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Configuring Impact ManageEngine Ser
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Delete Priority ManageEngine Servic
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Configuring Request Type ManageEngi
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Resolution Template ManageEngine Se
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Task Template ManageEngine ServiceD
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Mail Server Settings Configuring Ma
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E-Mail Command ManageEngine Service
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Configuring Sites ManageEngine Serv
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Configuring Operational Hours Manag
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Delete Holidays ManageEngine Servic
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Configuring Business Rules ManageEn
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Configuring Service Level Agreement
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Response Time: There is only one le
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Configuring Notification Rules Mana
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Preventive Maintenance ManageEngine
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Incident Template ManageEngine Serv
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Add Tasks ManageEngine ServiceDesk
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Service Catalog ManageEngine Servic
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Service Catalog - Service Categorie
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Service Catalog - Additional Fields
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Editing SLA ManageEngine ServiceDes
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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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