ManageEngine ServiceDesk Plus MSP :: Admin Guide

ManageEngine ServiceDesk Plus MSP ? Admin Guide

Table of Contents

INTRODUCTION...................................................................................................... 12 System Requirements...................................................................................................... 14 Installation and Getting Started ........................................................................................ 15 Database Configuration ................................................................................................... 23 Uninstalling ServiceDesk Plus - MSP............................................................................... 29 Registering ServiceDesk Plus - MSP ............................................................................... 30 Contacting ManageEngine............................................................................................... 31

HOME ...................................................................................................................... 34 Login Home page ............................................................................................................ 34 My Tasks ......................................................................................................................... 38 Publishing Announcements.............................................................................................. 40 Scheduler ........................................................................................................................ 42

My Schedule .................................................................................................................................. 43 Technician Availability Chart.......................................................................................................... 47

Reminders ....................................................................................................................... 52 License Expiry Alert ......................................................................................................... 54 DASHBOARD .......................................................................................................... 55 REQUEST ................................................................................................................ 59 Requests ......................................................................................................................... 59 Request List View ............................................................................................................ 60 Creating a New Request .................................................................................................. 62

Providing Request Details ............................................................................................................. 62 Selecting the Requester ................................................................................................................ 62 Assigning Request to Group/Technician ....................................................................................... 63 Classifying Request Category ....................................................................................................... 63 Describe Request .......................................................................................................................... 64 Add Attachments to the Request ................................................................................................... 64 Adding Resolution for a Request ................................................................................................... 64 Additional Request Details............................................................................................................. 64 Quick Create .................................................................................................................................. 65 Change Template .......................................................................................................................... 65 Modes of Creating a Request ........................................................................................................ 65

Raise a Service Request ................................................................................................. 67 Creating Custom Views ................................................................................................... 70 Viewing a Request ........................................................................................................... 72

Viewing Request Details ................................................................................................................ 73

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ManageEngine ServiceDesk Plus MSP ? Admin Guide

Viewing Requester Details............................................................................................................. 73 Viewing Conversations .................................................................................................................. 73 Viewing Discussion Notes ............................................................................................................. 73 Cost of a Request .......................................................................................................................... 73 Viewing Resolution ........................................................................................................................ 75 Viewing History .............................................................................................................................. 76

Editing a Request ............................................................................................................ 77 Closing Requests............................................................................................................. 78 Picking up Requests ........................................................................................................ 79 Assigning a Technician for the Request ........................................................................... 80 Unassigning a Technician from a Request....................................................................... 82 Start / Stop Request Timer .............................................................................................. 83 Adding Notes ................................................................................................................... 84 Tasks ............................................................................................................................... 85 Merging a Request .......................................................................................................... 88 Link Requests .................................................................................................................. 90 Copying a Request .......................................................................................................... 93 Deleting Requests ........................................................................................................... 94 Printing the Request ........................................................................................................ 95 Adding a Resolution......................................................................................................... 96 Searching Solutions ......................................................................................................... 97 Submit For Approval ........................................................................................................ 98 Viewing Requester Details ............................................................................................. 100 E-mail the Requester ..................................................................................................... 101 Forward the Request ..................................................................................................... 103 E-mail the Technician .................................................................................................... 104 SMS the Technician....................................................................................................... 105 Request Conversations.................................................................................................. 106 Viewing Requests Based on Filters................................................................................ 107

Auto Refresh of RequestList page............................................................................................... 107 My Group ..................................................................................................................................... 107 Requests ...................................................................................................................................... 108

My Open Or Unassigned Requests ........................................................................................ 108 Unassigned Requests ............................................................................................................. 109 Unassigned Due Requests ..................................................................................................... 109 My Open Requests ................................................................................................................. 109 My Requests On Hold ............................................................................................................. 109 My Overdue Requests ............................................................................................................ 109 My Pending Requests ............................................................................................................. 109

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ManageEngine ServiceDesk Plus MSP ? Admin Guide

My Requests Due Today......................................................................................................... 109 My Completed Requests ......................................................................................................... 109 Open Requests ....................................................................................................................... 109 Requests On Hold ................................................................................................................... 109 Overdue Requests .................................................................................................................. 110 Requests Due Today .............................................................................................................. 110 Pending Requests ................................................................................................................... 110 Completed Requests............................................................................................................... 110 All Requests ............................................................................................................................ 110 My Hardware View .................................................................................................................. 110 My View ....................................................................................................................................... 110 Sorting Requests by Column ....................................................................................................... 111

Customizing Request List View...................................................................................... 112 Searching Requests ...................................................................................................... 113 Multi site on Requests.................................................................................................... 114 MOBILE CLIENT ................................................................................................... 116 PROBLEMS ........................................................................................................... 125 Problem Management.................................................................................................... 125 Creating a New Problem ................................................................................................ 126 Viewing Problem Details ................................................................................................ 127 Editing a Problem .......................................................................................................... 128 Closing Problem ............................................................................................................ 129 Picking Up Problem ....................................................................................................... 130 Assigning Technician ..................................................................................................... 131 Problem Analysis ........................................................................................................... 133 Problem Solutions.......................................................................................................... 134 Adding Notes ................................................................................................................. 135 Adding Tasks ................................................................................................................. 136 Adding Work Logs ......................................................................................................... 138 Deleting Problem ........................................................................................................... 140 Associating Incidents to a Problem ................................................................................ 141 Associating Changes to Problem ................................................................................... 142 Adding Reminders ......................................................................................................... 143 Viewing Reminders ........................................................................................................ 144 Publishing Announcements............................................................................................ 146 Send Notifications.......................................................................................................... 148 Printing Problem ............................................................................................................ 149 CHANGES ............................................................................................................. 150

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ManageEngine ServiceDesk Plus MSP ? Admin Guide

Change Management .................................................................................................... 150 Creating New Change.................................................................................................... 151 Forward Schedule of Change ........................................................................................ 152 Viewing Change Details ................................................................................................. 156 Editing a Change ........................................................................................................... 158 Printing Change ............................................................................................................. 159 Adding Notes ................................................................................................................. 160 Adding Reminders ......................................................................................................... 161 Viewing Reminders ........................................................................................................ 162 Adding Tasks ................................................................................................................. 164 Adding Work Logs ......................................................................................................... 165 Assigning Technician to a Change................................................................................. 166

Picking Up Change ...................................................................................................................... 167 Closing Change ........................................................................................................................... 168 Deleting Change .......................................................................................................................... 169 Associating Incidents to a Change .............................................................................................. 170 Associating Problems to a Change.............................................................................................. 171 Publishing Announcements ......................................................................................................... 172 Send Notifications ........................................................................................................................ 174 Change Planning ......................................................................................................................... 175 Recommending Change by CAB................................................................................................. 177 Approving Change by the Change Manager ............................................................................... 179

ASSETS................................................................................................................. 180 Assets............................................................................................................................ 180 IT Assets........................................................................................................................ 181

IT Assets ...................................................................................................................................... 181 Adding IT Asset............................................................................................................................ 182 Editing Assets .............................................................................................................................. 184 Adding Assets to Group ............................................................................................................... 185 Assigning Assets to Department/Site .......................................................................................... 186 Modifying State for IT Assets ....................................................................................................... 187 Change log-in Credentials for bulk of IT Assets .......................................................................... 188 Bulk Scan of IT Assets................................................................................................................. 189 Deleting Assets ............................................................................................................................ 190 Importing Asset details From CSV............................................................................................... 191 Viewing IT Asset Details .............................................................................................................. 192 Copying Assets ............................................................................................................................ 194 Attaching Assets .......................................................................................................................... 195 Attach Component ....................................................................................................................... 196 Attach Documents........................................................................................................................ 197

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ManageEngine ServiceDesk Plus MSP ? Admin Guide

Assigning IT Asset to User/Department/Asset ............................................................................ 198 Add New Workstation .................................................................................................................. 199 Bulk Scan of Newly Added Workstation ...................................................................................... 200 Changing Workstation As Server................................................................................................. 201 Viewing Workstation Details ........................................................................................................ 202 Print Preview of Workstation Details............................................................................................ 205 Modify Type ................................................................................................................................. 206 Adding Software........................................................................................................................... 207 Deleting Workstations .................................................................................................................. 208

Remote Desktop Sharing ............................................................................................... 209 Components .................................................................................................................. 215

Components................................................................................................................................. 215 Adding Components .................................................................................................................... 216 Adding Components to Group ..................................................................................................... 217 Deleting Components .................................................................................................................. 218 Viewing Components Details ....................................................................................................... 219 Copying Resources...................................................................................................................... 221 Editing Components..................................................................................................................... 222 Associate Assets to Components ................................................................................................ 223 Attach Documents........................................................................................................................ 224

Non-IT Assets ................................................................................................................ 225

Non IT Assets .............................................................................................................................. 225 Adding Non-IT Asset.................................................................................................................... 226 Editing Non-IT Assets .................................................................................................................. 227 Adding Non-IT Assets to Group ................................................................................................... 228 Assigning Bulk Non-IT Assets to Department/Site ...................................................................... 229 Modifying the State of Non-IT Assets .......................................................................................... 230 Deleting Non-IT Asset.................................................................................................................. 231 Viewing Non-IT Assets Details .................................................................................................... 232 Assigning Non-IT Assets to Users and/or Department................................................................ 234 Copying Resources...................................................................................................................... 235 Attaching Assets .......................................................................................................................... 236 Attach Component ....................................................................................................................... 237 Attach Documents........................................................................................................................ 238

Software Asset Management ......................................................................................... 239

Software Asset Management....................................................................................................... 239 Scanned Software........................................................................................................................ 240

Scanned Software ................................................................................................................... 240 Adding New Software.............................................................................................................. 241 Viewing Software Details ........................................................................................................ 242

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ManageEngine ServiceDesk Plus MSP ? Admin Guide

Changing Software Type......................................................................................................... 244 Changing Software Category .................................................................................................. 245 Deleting Software .................................................................................................................... 246 Associating Software Minor Versions ..................................................................................... 247 Emailing Users ........................................................................................................................ 248 Software Summary ...................................................................................................................... 249 License Agreement ...................................................................................................................... 250 License Agreement ................................................................................................................. 250 Edit and Delete License Agreement ....................................................................................... 253 Print the License Agreement................................................................................................... 254 Software License ......................................................................................................................... 255 Software Licenses ................................................................................................................... 255 Add Software License ............................................................................................................. 256 View Software License ............................................................................................................ 259 Edit/Delete Service Packs....................................................................................................... 260 Attach Documents ................................................................................................................... 261 Service Packs .............................................................................................................................. 262 Service Packs.......................................................................................................................... 262 Edit and Delete Service Packs................................................................................................ 263

Groups........................................................................................................................... 264

Manage Groups ........................................................................................................................... 264 Creating New Group .................................................................................................................... 265 Removing Assets from Group...................................................................................................... 266 Editing & Deleting Groups ........................................................................................................... 267

PURCHASE ........................................................................................................... 268 Purchase ....................................................................................................................... 268 View Purchase Order based on Filters........................................................................... 269 Creating a New Purchase Order .................................................................................... 270 Viewing a Purchase Order ............................................................................................. 272 Editing a Purchase Order............................................................................................... 273 PO Approval Process..................................................................................................... 274 Order PO from Vendor................................................................................................... 275 Receiving PO Items ....................................................................................................... 276 Reconcile PO Items ....................................................................................................... 278 Add Invoice details and Notification ............................................................................... 279 Add Payment details and Notification............................................................................. 281 E-mailing the PO Owner ................................................................................................ 283 E-mailing the Vendor ..................................................................................................... 284

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ManageEngine ServiceDesk Plus MSP ? Admin Guide

Printing a Purchase Order ............................................................................................. 285 Deleting a Purchase Order ............................................................................................ 286 Searching in Purchase................................................................................................... 287 Purchase Default Values ............................................................................................... 288 Purchase Order Additional Fields................................................................................... 289 General Ledger Code (GL Code) ................................................................................... 290 Cost Centre ................................................................................................................... 291 Notification Rules........................................................................................................... 292 CONTRACTS......................................................................................................... 293 Contracts ....................................................................................................................... 293 About Contracts ............................................................................................................. 294 Creating a New Contract................................................................................................ 295 Viewing a Contract......................................................................................................... 297 Editing and Deleting Contracts....................................................................................... 298 Viewing Contract Owner Details .................................................................................... 299 Renewing a Contract ..................................................................................................... 300 Print Preview of Contract ............................................................................................... 302 E-mailing the Contract Owner ........................................................................................ 303 E-mailing the Vendor ..................................................................................................... 304 Searching Contracts ...................................................................................................... 305 SOLUTIONS .......................................................................................................... 306 Solutions........................................................................................................................ 306 About Solutions.............................................................................................................. 307 Adding a New Solution................................................................................................... 308 Viewing Solution Details ................................................................................................ 309 Editing a Solution ........................................................................................................... 311 Submit for Approval ....................................................................................................... 312 Approve/Reject Solution ................................................................................................ 314 Delete Solutions............................................................................................................. 315 Search in Solutions ........................................................................................................ 316 Browsing Solutions by Topic .......................................................................................... 317 Managing Topics ........................................................................................................... 318

Managing Topics.......................................................................................................................... 318 Adding a New Topic..................................................................................................................... 318 Renaming a Topic........................................................................................................................ 318 Moving a Topic............................................................................................................................. 319 Deleting a Topic ........................................................................................................................... 319

BILLING ................................................................................................................. 320

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