ManageEngine ServiceDesk Plus MSP :: Admin Guide

ManageEngine ServiceDesk Plus MSP ¨C 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

Zoho Corporation Pvt. Ltd.

1

ManageEngine ServiceDesk Plus MSP ¨C 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

Zoho Corporation Pvt. Ltd.

2

ManageEngine ServiceDesk Plus MSP ¨C 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

Zoho Corporation Pvt. Ltd.

3

ManageEngine ServiceDesk Plus MSP ¨C 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

Zoho Corporation Pvt. Ltd.

4

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download