ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
To select a requester from the list, click the hyper-linked requester Name. The requester name
and details associated with the requester are populated in the requester details block.
� If the requester list is huge, then click on the Alphabets at the top of the page to view
only a selected group of requesters.
� Conduct an instant search for the requester by entering the search string in Search
Requester List field and click Go.
� If you are aware of any requesters details such as name, login name, department, email
and so on, then conduct a column-wise search using the search icon .
� In addition, add new requester directly by clicking the Add Requester button from the
requester list page.
� Also, you have an option to edit the requester details directly from this page. Click the
edit icon beside the requester name to perform the edit operation.
9. By default, if the location of the requester is configured in the application, then the same is
populated in the Site field. In certain scenarios, the requester may raise a request from one
site to a problem in a another site. In this case, the site in which the issue persists should be
selected.
10. On selecting the site, the groups corresponding to the site gets populated under the Group
field. The request is routed to the particular group by selecting the Group name from the drop
down.
11. On selecting the Group, technicians associated with the Group alone are listed in the
Technician drop down list. Select a Technician to handle the request from the drop down.
12. Select the Service Category which is effected by the incident from the drop down.
13. Select the relevant category under which the request is classified from Category drop down
box.
14. Also, select the relevant Sub-Category and Item from the drop down box.
15. If you wish to add a CC to the email loop, then select the Email Id(s) to Notify by clicking the
icon . From the Requester List pop up window, enable the check box beside the requester
name. Click Add Requester. Note: Please note that the email address should be configured
for the selected requesters.
16. Specify the subject line to be displayed while sending the request in the Subject text field.
The subject line is displayed as the request title and is a mandatory field.
17. Provide a detailed description with any other associated details relevant to the request in the
Description text box.
18. To add any attachments relevant to the request, click the Attach file button in the
Attachments block. The Attach File pops up as shown below,
ZOHO Corp. 59