ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

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ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Configuring Impact ......................................................................................... 327 Configuring Priority ......................................................................................... 328 Priority Matrix ................................................................................................ 330 Configuring Request Type ................................................................................ 331 Configuring Incident - Additional Fields .............................................................. 332 Request Closing Rules ..................................................................................... 334 Resolution Template........................................................................................ 335 Reply Template .............................................................................................. 336 Task Template................................................................................................ 337 Configuring Organization Details .............................................................. 338 Mail Server Settings............................................................................... 339 Configuring Regions............................................................................... 344 Configuring Sites ................................................................................... 345 Configuring Operational Hours................................................................. 347 Configuring Holidays .............................................................................. 348 Configuring Department ......................................................................... 350 Configuring Business Rules ..................................................................... 351 Configuring Service Level Agreements ...................................................... 355 Configuring Notification Rules.................................................................. 359 Preventive Maintenance.......................................................................... 361 Incident Template ................................................................................. 363 Service Catalog ..................................................................................... 369 Service Catalog - Service Categories.................................................................. 371 Service Catalog - Additional Fields..................................................................... 373 Service Catalog - SLA...................................................................................... 374 Service Items................................................................................................. 376 User Management ..........................................................................386 Configuring Roles .................................................................................. 387 Configuring Requester - Additional Fields .................................................. 390 Configuring Requesters .......................................................................... 392 Configuring Technician - Additional Fields.................................................. 398 Configuring Technicians.......................................................................... 400 Configuring Technician Groups ................................................................ 405 Configuring User Groups......................................................................... 408 Configuring Active Directory Authentication ............................................... 410 Configuring LDAP authentication .............................................................. 412 Configuring Leave Types......................................................................... 414 Robo Technician .................................................................................... 415 Configuring Technician Auto Assign .......................................................... 416 Problem/Change Management..........................................................418 Problem Additional Fields........................................................................ 419 Problem Closure Rules............................................................................ 420 Change Type ........................................................................................ 421 Change Status ...................................................................................... 422 Change Advisory Board .......................................................................... 423 Change Additional Fields......................................................................... 424 ZOHO Corp. 7
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Change Closure Rules ............................................................................ 425 Discovery - Scanning Workstations and Other Network Devices ............426 Scanning Windows Machine .................................................................... 427 Modes of Scan: Agent and Agentless ........................................................ 428 Agent Mode ................................................................................................... 429 Methods of Agent Deployment ....................................................................... 432 Un-installing the Agent ................................................................................. 437 Agent-less Mode ............................................................................................. 438 Scanning Linux, Solaris, MAC and AIX machines ........................................ 439 Scanning Printers, Routers, Switches and Access Points .............................. 440 Windows Domain Scan ........................................................................... 441 Network Scan ....................................................................................... 443 Workstation/Device Scan ........................................................................ 446 Standalone Workstation Audit ................................................................. 448 Ports used during Scan........................................................................... 450 Scanning WAN environment .................................................................... 451 Schedule Scan ...................................................................................... 452 Distributed Asset Scan ........................................................................... 454 General Settings ................................................................................... 457 Asset Management .........................................................................458 Configuring Product Types ...................................................................... 459 Configuring Products.............................................................................. 461 Configuring Vendors .............................................................................. 463 Workstation Additional Fields................................................................... 465 Asset Additional Fields............................................................................ 466 Resource State...................................................................................... 467 Softwares .....................................................................................468 Configuring Software Type...................................................................... 469 Software Category................................................................................. 470 License - Additional Fields....................................................................... 471 Software License Types .......................................................................... 472 License Agreement- Additional Fields........................................................ 474 Importing License From CSV ................................................................... 475 User Survey ..................................................................................477 Configuring Survey Settings.................................................................... 478 Defining a Survey.................................................................................. 480 Viewing Survey Results .......................................................................... 483 General Settings ............................................................................484 Configuring Self Service Portal Settings .................................................... 485 Backup Scheduling ................................................................................ 488 Data Archiving ...................................................................................... 489 Desktop Central Integration .................................................................... 492 ZOHO Corp. 8
Page 2 and 3: ManageEngine ServiceDesk Plus 8.0 :
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 56 and 57: Request List View ManageEngine Serv
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Creating a New Incident ManageEngin
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ManageEngine ServiceDesk Plus 8.0 :
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Raising Service Requests ManageEngi
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Manage Custom Views ManageEngine Se
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Viewing Discussion Notes ManageEngi
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History Tab ManageEngine ServiceDes
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Closing Requests ManageEngine Servi
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Assigning a Technician for the Requ
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Unassigning a Technician from a Req
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Adding Notes ManageEngine ServiceDe
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12. Specify the Status of the task.
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Merging Requests ManageEngine Servi
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Linking Requests ManageEngine Servi
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Deleting Requests ManageEngine Serv
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the same on selecting from the comb
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Adding a Resolution You can add res
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Submit For Approval ManageEngine Se
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Viewing Requester Details ManageEng
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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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