ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Viewing Discussion Notes
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Once you add a note to the request the Discussion notes gets displayed in descending order of their
date of creation just below the Requester Details block. If you select the option "Show this notes to
requester" then the note will be displayed as Public. Else will be listed as private. You also have an
option to edit or delete the discussion notes.
Asset belonging to the User, while adding users to ServiceDesk Plus in the Admin tab, you have an
option to Associate Workstation to the user. If you have associated workstation to the user, you can
view the list of all associated workstations under this block.
Cost of a Request
Finally, you can enter the worklog details for the request.
1. Click Add Work Log button. (OR) Alternatively, you can enter the time spend details for a
request by clicking Add Work Log option under Actions combo box from the request details
page. The Add Work Log dialog pops up with the subject and request id of the request
mentioned.
2. Select the technician name from the Technician Resolving This Request list box. If you
have already entered the per hour cost of the technician while creating the technician details,
then that will be fetched and the total time spent on the request will be taken. If you wish to
change these values, you can do so manually.
3. Specify the time taken to resolve the request.
4. The Technician Cost per hour will be fetched from the technician details, which is a noneditable
field.
5. Using the above two data, the Technician Charge is calculated as Time Taken To Resolve X
Technician's Cost per hour.
6. Specify the Executed Time by invoking the calendar icon.
7. If you wish you can enter a description for this time spent entry.
8. Click Save.
The Created Date field displays the time when the request was created. Based on the priority of the
request and SLA that is associated with the requester/workstation/department, the Due By Date is
calculated. If you have responded to the requester then you will see the Responded Date displayed
just below the Priority field in the Request Details block. When you add any notes to the request, it
gets appended below the Task Details block. The time spent on the request will also be calculated
and displayed. The total time spent will exclude the time that the request was on hold and then
calculate the total time from the time of creation till the request was closed.
If any notes are added to the request, they will be available below the description of the request. The
notes are displayed in the descending order, with the latest added note displayed first and the rest
below that. The notes can usually be added to convey any technical information related to the request
or to convey the request status.
If there are any additional user-defined fields that have been added to the new request form, they are
grouped under the Additional Request Details head and displayed just below the Request Details
block.
Resolution Tab
To view or add the resolution for the request from the request details page,
1. Click the Resolution tab next to the request tab.
2. The current available resolution for the request is displayed in this page. You have an edit
option on the right side of the resolution. If there are no resolutions available for the request,
then the blank text is shown for you to add the resolution if needed. Also, you can add a
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