ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
resolution using the Resolution Templates. Refer Resolution Template to know more on its
configuration.
3. To search for resolutions from the solutions database, click Search Solutions button.
4. The resolution is a documented information of how the issue was resolved. This documented
information can be very useful for future reference. This resolution can also be added to the
knowledge base as an article which can be searched by requesters for resolving issues faced
by them.
5. The status of the request can be modified while adding a resolution on selecting the status
from Change Status To combo box.
6. You also have an option to Add Time Entry to the resolution. Select Add Time Entry option
by enabling the check box and specify the details.
Tasks Tab
The Tasks tab is displayed beside the Request tab and appears when tasks are added to the
request. From this tab you can Add Tasks from the Template, Delete existing tasks and also
Organize tasks.
Approvals Tab
The Approvals tab is displayed next to the History tab when a request is submitted for approval. It
displays all the mails sent for approval in ascending order with the Approver email address, Sent On,
Status and acted on details of the request.
Once the request is approved by the manager the status of the request changes to Approved. If
rejected by the manager the status of the request changes to Denied as shown below,
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