ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
4. 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.
5. 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.
6. 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.
7. For a service request template, the subject line is already specified. You can change or
modify the subject. The subject line is displayed as the request title and is a mandatory field.
8. Provide a detailed description with any other associated details relevant to the request in the
Description text box.
9. To add any attachments relevant to the service request, click the Attach file button in the
Attachments block. The Attach File pops up as shown below,
1. Click the Browse button and select the file to be attached from the file chooser
window and click the Open button.
2. Click the Attach file button. The selected file is listed below the Attachments
heading. If you have more files to choose, follow steps 2 and 3 repeatedly till you
have attached all the relevant files. Please ensure that the maximum size of the
attachment is 10 MB. The attached documents is indicated with an attachment icon
beside the title of the request in the request list view page.
10. While entering the request details, if you have a solution for the service request, then the
same can be entered in the Resolution field.
11. Click Add New Request button. The request details page is displayed from where you can
perform further actions on the service request.
NOTE
Please note that the following operations cannot be performed on a service request -
Merging requests, Linking requests, Duplicating requests, Associating Problems to
a request and Associating Changes to a request.
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