Search for a Request - ManageEngine

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Table of Contents Zoho Corporation ManageEngine ServiceDesk Plus – User Guide INTRODUCTION ........................................................................................................ 2 HOME PAGE ............................................................................................................. 3 Announcements ................................................................................................................. 7 Personalize & Change Password ....................................................................................... 8 Reminders ......................................................................................................................... 9 SERVICE CATALOG ............................................................................................... 11 Raising a Service Request ............................................................................................... 12 Edit the Service Request ................................................................................................. 14 REQUESTS ............................................................................................................. 15 Request List View ............................................................................................................ 16 Create an Incident ........................................................................................................... 18 View Request Details ....................................................................................................... 20 Reopen/Close Request .................................................................................................... 21 Print the Request ............................................................................................................. 22 Add a Note ....................................................................................................................... 23 View Request Resolution ................................................................................................. 24 View Request Approvals .................................................................................................. 25 View Request History ....................................................................................................... 26 View Requester Details .................................................................................................... 27 View All Replies ............................................................................................................... 28 View Survey Results ........................................................................................................ 29 View Requests based on Filters ....................................................................................... 30 Customize Request List view ........................................................................................... 32 Search for a Request ....................................................................................................... 33 MOBILE CLIENT ..................................................................................................... 34 SOLUTIONS ............................................................................................................ 39 Browse Solutions by Topic ............................................................................................... 40 Search for a Solution ....................................................................................................... 41 MY DETAILS ........................................................................................................... 42 Edit My Details ................................................................................................................. 43 1
Introduction Zoho Corporation ManageEngine ServiceDesk Plus – User Guide ManageEngine ServiceDesk Plus is a comprehensive Help Desk and Asset Management software that provides help desk agents and IT managers an integrated console to monitor and maintain the assets and IT requests generated from the users of the IT resources in an organization. The IT help desk plays an important part in the provision of IT Services. It is very often the first contact the users have in their use of IT Services when something does not work as expected. The IT help desk is a single point of contact for end users who need help. To make the process of reporting the issues to the IT help desk easier, ManageEngine ServiceDesk Plus provides you with a Self-Service Portal where you can search solutions for the most common issues before raising a request. Using the Portal you can log your complaints and issues online with the help of a web-based form. Once you have filed your issue, it gets listed in your request view page, where you can keep track of the logged issue. You can also update your personal information in Self- Service Portal. When you login to the Self-Service Portal as a Requester, you will be able to access the following modules: Requests: The Requests module allows you to create incident requests and service requests instantly, and keep track of the same. Also, you can view all the requests that you have raised till date for your reference. Solutions: The Knowledge Base module is developed and maintained by your IT help desk team. You can quickly search solutions for issues that you are currently facing before raising a request. If you do not find any solution for the problem at hand, then you can post your issue as a request to the help desk team. My Details: My Details holds your personal details such as your Name, Department, Job Title and so on. You can modify this information and maintain it up-to-date with the latest changes. 2
Page 4 and 5: Home Page Zoho Corporation ManageEn
Page 6 and 7: Report an Incident/Create a New Ser
Page 8 and 9: Announcements Zoho Corporation Mana
Page 10 and 11: Reminders Zoho Corporation ManageEn
Page 12 and 13: Service Catalog Zoho Corporation Ma
Page 14 and 15: Zoho Corporation ManageEngine Servi
Page 16 and 17: Requests Zoho Corporation ManageEng
Page 22 and 23: Reopen/Close Request Zoho Corporati
Page 24 and 25: Add a Note Zoho Corporation ManageE
Page 26 and 27: View Request Approvals Zoho Corpora
Page 28 and 29: View Requester Details Zoho Corpora
Page 30 and 31: View Survey Results Zoho Corporatio
Page 34 and 35: Search for a Request You can search
Page 38 and 39: Creating Incident Request Zoho Corp
Page 40 and 41: Solutions Zoho Corporation ManageEn
Page 42 and 43: Search for a Solution Zoho Corporat
Page 44: Edit My Details Zoho Corporation Ma

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