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Table Of Contents

System Requirements
Installation and Getting Started
Database Configuration
Uninstalling ServiceDesk Plus
Registering ServiceDesk Plus
To register ServiceDesk Plus,
Contacting ZOHO Corporation
Home page
My Tasks
Publishing Announcements
My Schedule
Technician Availability Chart
Add Reminders
License Expiry Alert
Request List View
Creating a New Incident
Raising Service Requests
Creating Custom Views
Manage Custom Views
Viewing a Request
Request Tab
Resolution Tab
Tasks Tab
Approvals Tab
History Tab
Editing a Request
Closing Requests
Picking up Requests
To pick up requests
Assigning a Technician for the Request
Unassigning a Technician from a Request
Start / Stop Request Timer
Adding Notes
Adding Work Logs
Merging Requests
Duplicate Request
Linking Requests
Deleting Requests
Add/Associate Problem to Requests
Associate Problem to Request
Add/Associate Change to Requests
Associate Change to Requests
Printing the Request
Adding a Resolution
Searching Solutions
Submit For Approval
Viewing Requester Details
E-mail the Requester
Forward the Request
E-mail the Technician
SMS the Technician
Request Conversations
Viewing Requests Based on Filters
Customizing Request List View
Searching Requests
Multi site on Requests
Mobile Client
Creating a New Problem
Viewing Problem Details
Editing a Problem
Closing Problem
Picking Up Problem
Assigning Technician
Problem Analysis
Problem Solutions
Adding Tasks
Deleting Problem
Associating Incidents to a Problem
Associating Changes to Problem
Adding Reminders
Viewing Reminders
To Publish Announcements,
Printing Problem
Send Notifications
Creating New Change
Forward Schedule of Change
Viewing Change Details
Editing a Change
Printing Change
Assigning Technician to a Change
Picking Up Change
Closing Change
Deleting Change
Associating Incidents to a Change
Associating Problems to a Change
Change Planning
Recommending Change by CAB
Approving Change by the Change Manager
To Approve the Change by the Change Manager,
IT Assets
Adding IT Asset
Editing Assets
Adding Assets to Group
Assigning Assets to Department/Site
Modifying State for IT Assets
Change log-in Credentials for bulk of IT Assets
Bulk Scan of IT Assets
Deleting Assets
Importing Asset details From CSV
Viewing IT Asset Details
Copying Assets
Attaching Assets
Attach Component
Attach Documents
To attach documents,
Assigning IT Asset to User/Department/Asset
Add New Workstation
Bulk Scan of Newly Added Workstation
Changing Workstation As Server
Viewing Workstation Details
Print Preview of Workstation Details
To view the Preview of Workstation Details,
Modify Type
Reconcile Workstations
Adding Software
Deleting Workstations
Remote Desktop Sharing
Adding Components
Adding Components to Group
To Add Components to group,
Deleting Components
Viewing Components Details
Copying Resources
Editing Components
Attaching Documents
Non IT-Assets
Assigning Non-IT Assets to Users and/or Department
Editing Non-IT Assets
Adding Non-IT Assets to Group
To Add Non-IT Assets to group,
Assigning Bulk Non-IT Assets to Department/Site
Modifying the State of Non-IT Assets
To modify the state of Non-IT Assets,
Deleting Non-IT Asset
Viewing Non-IT Assets Details
Software Asset Management
Scanned Software
Adding New Software
Viewing Software Details
Changing Software Type
Changing Software Category
Deleting Software
Associating Software Minor Versions
E-mailing Users
Software Summary
License Agreement
Editing and Deleting License Agreement
Printing the License Agreement
To print the license agreement,
Software License
Viewing Software Licenses
Editing and Deleting Software License
Attach Document to Software Licenses
To attach document to Software Licenses,
Service Packs
Editing and Deleting Service Packs
Creating New Group
Removing Assets from Group
Editing & Deleting Groups
Purchase Order Configurations
Purchase Default Values
Purchase Order Additional Fields
General Ledger Code (GL Code)
Cost Center
Edit Cost Center
Contract Additional Fields
Notification Rules
About Purchase Order
Creating a New Purchase Order
To create a new purchase order,
PO Approval Process
Ordered Purchase Order
Receiving PO Items
Receiving Items
Adding Invoice details and Notification
Adding Payment details & Notifications
E-mailing the PO Owner
E-mailing the Vendor
Editing Purchase Order
Printing Purchase Order
E-mailing the Contract Owner
Searching Contracts
About Solutions
Adding a New Solution
Viewing Solution Details
Editing a Solution
Submit for Approval
To submit for approval,
Approve/Reject Solution
To approve/reject solution,
Delete Solutions
Search Solutions
Browsing Solutions by Topic
Managing Topics
Adding a New Topic
To add a new topic
Renaming a Topic
Deleting a Topic
Helpdesk Configurations
Request Form Customizer
Configuring Category
Editing & Deleting Category
Configuring Status
Configuring Level
Configuring Mode
Request Closure Code
Configuring Impact
Configuring Priority
Priority Matrix
Configuring Request Type
Configuring Incident - Additional Fields
Request Closing Rules
Resolution Template
Reply Template
Task Template
Add Task Template
Configuring Organization Details
Mail Server Settings
Configuring Regions
Configuring Sites
Configuring Operational Hours
Configuring Holidays
Configuring Department
Configuring Business Rules
Configuring Service Level Agreements
Configuring Notification Rules
Preventive Maintenance
Incident Template
Service Catalog
Service Catalog - Service Categories
Service Catalog - Additional Fields
Service Catalog - SLA
Service Items
User Management
Configuring Roles
Configuring Requester - Additional Fields
Configuring Requesters
Configuring Technician - Additional Fields
Configuring Technicians
Configuring Technician Groups
Configuring User Groups
Configuring Active Directory Authentication
To configure the Active Directory Authentication
Configuring LDAP authentication
To add change additional fields,
Change Closure Rules
Discovery - Scanning Workstations and Other Network Devices
Scanning Windows Machine
Modes of Scan: Agent and Agentless
Agent Mode
Methods of Agent Deployment
Un-installing the Agent
Agent-less Mode
Scanning Linux, Solaris, MAC and AIX machines
Scanning Printers, Routers, Switches and Access Points
Windows Domain Scan
Network Scan
Workstation/Device Scan
Standalone Workstation Audit
Ports used during Scan
Scanning WAN environment
Schedule Scan
Distributed Asset Scan
General Settings
Asset Management
Configuring Product Types
Configuring Products
Configuring Vendors
Workstation Additional Fields
Adding Workstation Additional Fields
Asset Additional Fields
Adding Asset Additional Fields
Resource State
Configuring Software Type
Software Category
License - Additional Fields
To add license - additional fields,
Software License Types
License Agreement- Additional Fields
Importing License From CSV
User Survey
Configuring Survey Settings
Defining a Survey
Viewing Survey Results
Configuring Self Service Portal Settings
Backup Scheduling
Data Archiving
Desktop Central Integration
ServiceDesk Plus API
Servlet API
Request Attributes and xml Response
Site Attributes and xml Response
Technician Attributes and xml Response
Requester Attributes and xml Response
Asset Attributes and xml Response
Request Operations
Notes Related Operations
Worklog Related Operations
About ServiceDesk Plus Reports
System Log Viewer
Back up and Restore
Changing Web Server Port
ServiceDesk Plus Editions
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Manage Engine Service Desk Plus 8 Help Admin Guide

Manage Engine Service Desk Plus 8 Help Admin Guide

Ratings: (0)|Views: 267|Likes:
Published by Madhu Raj

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Published by: Madhu Raj on Mar 14, 2012
Copyright:Attribution Non-commercial


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