ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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Request List View ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Request List View page organizes and maintain the list of all the issues raised into ServiceDesk Plus. You have the facility to, � customize the page to display the requests � options to view the requests (incident and service requests) based on filters � view archived requests � customize columns in the list view � set the number of requests to be displayed per page and � perform major operations on request from the list view On clicking the Request tab in the header pane, the page redirects to the request list view page displaying all requests in the Open status by default. The term 'All Requests' denotes the Incident Requests and the Service Requests. 1. Archived Requests: Move all the closed/resolved requests from the active state to an archive state so that accumulation of millions of active requests can be avoided and the helpdesk performance increase. If required, export the requests as Html files, pdf files, xls file or csv file. To know more on configuring a schedule data archiving click here. 2. Refresh this page: Set time frame to auto refresh the request list view page from every 3minutes to every 30 minutes. 3. Custom and Manage View: � create filters to customize and organize your request list view The filters created can be made public or private. � View, edit and delete your customized view. Know more 4. Request based on Filter: Classify your request list view and view specific set of requests under three categories namely, My Group, Requests and My Views. Also, restrict the list view to display incident requests, service requests or both incident and service request. Know more 5. Set the number of requests per page and navigation buttons: View the entire set of requests available in ServiceDesk Plus application by settings the number of requests to be viewed per page. Navigate through the pages using the next and previous navigation buttons. 6. New Incident: Create new incidents on specifying the detail information of the incident such as, request type, priority, urgency, group, category, sub category and items. 7. Search Requests: Search for requests instantly on entering the Request ID in the Go to field. Also, you can conduct a search for a specific requester, subject, group and so on. Know More 8. Bulk Operation: � Edit Requests: Bulk edit the requests with similar information. � Delete Requests: Delete bulk requests. � Pick up: Pick up bulk requests. ZOHO Corp. 55
� Close Requests: Close bulk requests on completion. � Merge Requests: Merge two or more similar requests. ManageEngine ServiceDesk Plus 8.0 :: Admin Guide � Link Requests: Link related requests to one another and set some references between them. � Assign Requests: Assign bulk requests to the selected technician. ZOHO Corp. 56
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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
Page 58 and 59: Creating a New Incident ManageEngin
Page 62 and 63: Raising Service Requests ManageEngi
Page 66 and 67: Manage Custom Views ManageEngine Se
Page 68 and 69: Viewing Discussion Notes ManageEngi
Page 70 and 71: History Tab ManageEngine ServiceDes
Page 72 and 73: Closing Requests ManageEngine Servi
Page 74 and 75: Assigning a Technician for the Requ
Page 76 and 77: Unassigning a Technician from a Req
Page 78 and 79: Adding Notes ManageEngine ServiceDe
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Page 84 and 85: Merging Requests ManageEngine Servi
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Page 92 and 93: the same on selecting from the comb
Page 96 and 97: Adding a Resolution You can add res
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Page 100 and 101: Viewing Requester Details ManageEng
Page 104 and 105: 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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