ManageEngine ServiceDesk Plus - MSP :: Help Documentation
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationTable of ContentsINTRODUCTION . 12System Requirements . 14Installation and Getting Started . 15Database Configuration . 23Uninstalling ServiceDesk Plus - MSP. 26Contacting ManageEngine . 27LOGIN HOME PAGE . 28Views . 30Scheduler . 34My Schedule .35Technician Availability Chart.38License Expiry Alert . 41My Tasks . 42Publishing Announcements . 44Reminders. 46REQUEST . 48Request List View . 49Creating a New Request . 51Providing Request Details .51Selecting the Requester.51Assigning Request to Group/Technician .52Classifying Request Category .52Describe Request.52Add Attachments to the Request.52Adding Resolution for a Request .53Additional Request Details .53Quick Create.53Change Template .54Modes of Creating a Request .54Creating Custom Views . 551
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationManage Custom Views . 56Viewing a Request. 57Viewing Request Details .57Viewing Requester Details.57Viewing Conversations .57Viewing Discussion Notes.57Cost of a Request .58Viewing Resolution .58Viewing History .59Editing a Request . 60Closing Requests. 61Picking up Requests. 62Adding Notes . 63Unassigning a Technician from a Request . 64Start / Stop Request Timer . 65Tasks . 66Merging a Request . 69Copying a Request . 70Deleting Requests . 71Printing the Request . 72Adding a Resolution. 73Searching Solutions . 74Submit For Approval . 75Viewing Requester Details . 77E-mail the Requester . 78Forward the Request . 80E-mail the Technician . 81SMS the Technician . 82Request Conversations. 83Viewing Requests Based on Filters . 84Auto Refresh of RequestList page.84My Group .85Requests .852
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationMy Open Or Unassigned Requests . 86Unassigned Requests . 86Unassigned Due Requests . 86My Open Requests . 86My Requests On Hold . 86My Overdue Requests. 86My Pending Requests . 86My Requests Due Today. 86My Completed Requests. 86Open Requests . 87Requests On Hold . 87Overdue Requests. 87Requests Due Today . 87Pending Requests . 87Completed Requests . 87All Requests . 87My Hardware View . 87My View .88Sorting Requests by Column .88Customizing Request List View . 89Searching Requests . 90Multi site on Requests . 91MOBILE CLIENT . 93PROBLEMS . 103Creating a New Problem .104Viewing Problem Details .105Editing a Problem .106Closing Problem .107Picking Up Problem.108Assigning Technician.109Problem Analysis.111Problem Solutions .112Adding Notes .113Adding Tasks .114Adding Work Logs .1163
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationDeleting Problem.117Associating Incidents to a Problem.118Associating Changes to Problem .119Adding Reminders .120Viewing Reminders .121Publishing Announcements .123Send Notifications .125Printing Problem .126CHANGES . 127Creating New Change .128Forward Schedule of Change.129Viewing Change Details.133Editing a Change.135Printing Change .136Adding Notes .137Adding Reminders .138Viewing Reminders .139Adding Tasks .141Adding Work Logs .142Assigning Technician to a Change .143Picking Up Change. 144Closing Change .145Deleting Change .146Associating Incidents to a Change .147Associating Problems to a Change .148Publishing Announcements .149Send Notifications .151Change Planning .152Recommending Change by CAB.153Approving Change by the Change Manager .155ASSETS . 156IT Assets .157Editing Assets . 1584
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationAdding Assets to Group . 159Assigning Assets to Department/Site . 160Modifying State for IT Assets. 161Change log-in Credentials for bulk of IT Assets . 162Bulk Scan of IT Assets. 163Deleting Assets . 164Importing Asset details From CSV . 165Viewing IT Asset Details . 166Copying Assets. 169Attaching Assets. 170Attach Component . 171Attach Documents . 172Assigning IT Asset to User/Department/Asset . 173Add New Workstation. 174Bulk Scan of Newly Added Workstation . 175Changing Workstation As Server. 176Viewing Workstation Details . 177Print Preview of Workstation Details . 180Modify Type. 181Adding Software. 182Deleting Workstations . 183Remote Desktop Sharing .184Components .189Adding Components. 190Adding Components to Group. 191Deleting Components . 192Viewing Components Details . 193Copying Resources . 195Editing Components . 196Attach Documents . 197Non IT Assets .198Adding Non-IT Asset . 199Editing Non-IT Assets. 200Adding Non-IT Assets to Group. 201Assigning Bulk Non-IT Assets to Department/Site . 2025
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationModifying the State of Non-IT Assets. 203Deleting Non-IT Asset . 204Viewing Non-IT Assets Details . 205Assigning Non-IT Assets to Users and/or Department . 207Copying Resources . 208Attaching Assets. 209Attach Component . 210Attach Documents . 211Software Asset Management.212About Software . 213Adding New Software . 214Deleting Software . 215Changing Software Category . 216Moving Software . 217Viewing Software Details . 218Add Software License . 220Associating Software Minor Versions. 221Emailing Users . 222Software Licenses. 223Attach Document to Software Licenses . 227Viewing Service Packs . 228Edit/Delete Service Packs . 230Groups .231Creating New Group. 232Removing Assets from Group . 233Editing & Deleting Groups . 234PURCHASE . 235About Purchase Order .236Creating a New Purchase Order .237Viewing a Purchase Order.239Editing a Purchase Order .240PO Approval Process .241Printing a Purchase Order .243Deleting a Purchase Order .2446
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationE-mailing the PO Owner .245E-mailing the Vendor .246Searching in Purchase.247Purchase Default Values .248Purchase Order Additional Fields .249General Ledger Code (GL Code) .250Cost Centre .251Notification Rules .252CONTRACTS . 253About Contracts .254Creating a New Contract .255Viewing a Contract .257Editing and Deleting Contracts .258Viewing Contract Owner Details.259Renewing a Contract.260Print Preview of Contract .262E-mailing the Contract Owner .263E-mailing the Vendor .264Searching Contracts .265SOLUTIONS . 266About Solutions .267Adding a New Solution .268Viewing Solution Details .270Editing a Solution .273Submit for Approval .274Approve/Reject Solution.276Delete Solutions.277Search in Solutions.278Browsing Solutions by Topic .279Managing Topic Groups .280Adding a New Topic Group . 280Assigning Topic Group to an Account . 280Editing a Topic Group . 2807
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationDeleting a Topic Group . 280Managing Topics .282CONFIGURATIONS . 285MSP Configuration .287Configuring Organization Details . 288Configuring Mail Server Settings . 289Configuring Roles . 295Configuring Technicians. 298Configuring Groups . 303Configuring Leave Types. 305Remote Assistance Setup. 306Configuring MSP Sites . 307Configuring Operational Hours for MSP Sites. 309Configuring Holidays for MSP sites . 310Configuring Departments for MSP sites . 312Configuring Business Rules for an MSP's site . 313Configuring Service Level Agreements for MSP Sites . 317Configuring Preventive Maintenance tasks for MSPs . 321Configuring MSP Requesters. 323Helpdesk Configurations.328Request Form Customizer . 329Configuring Category. 330Editing & Deleting Category. 332Configuring Status . 333Configuring Level. 335Configuring Mode. 336Adding New Impact. 338Adding New Urgency . 339Configuring Priority . 340Priority Matrix . 342Configuring Request Type . 343Configuring Additional Fields. 344Request Closing Rules . 346Configuring Notification Rules. 347Request Template. 3508
ManageEngine ServiceDesk Plus - MSP :: Help DocumenationResolution Template . 356Reply Template . 357Task Template . 358Configuring Requester - Additional Fields . 359Configuring Technician - Additional Fields. 361Account Configuration.363Configuring Accounts . 364Configuring Regions . 366Configuring Sites . 367Configuring Operational Hours. 369Configuring Holidays . 370Configuring Department . 372Configuring Business Rules . 373Configuring Service Level Agreements . 376Preventive Maintenance. 380IT Services . 382Configuring Active Directory Authentication . 383Configuring LDAP authentication . 385Configuring Requesters . 387Problem/Change Management.392Problem Additional Fields . 393Problem Closure Rules. 394Change Type . 395Change Status . 396Change Advisory Board . 397Change Additional Fields. 398Change Closure Rules . 399Asset Management .400Configuring Product Types . 401Configuring Products . 403Configuring Vendors . 405Workstation Additional Fields.
ManageEngine ServiceDesk Plus - MSP :: Help Documenation Introduction ManageEngine ServiceDesk Plus - MSP is a comprehensive help desk and asset management software that provides Service Provider an integrated console to monitor and maintain the assets and IT requests generated from their Account's users of the IT resources.
ManageEngine ServiceDesk Plus MSP - Admin Guide Zoho Corporation Pvt. Ltd. 12 Introduction ManageEngine ServiceDesk Plus - MSP is a comprehensive help desk and asset management software that provides Service Provider an integrated console to monitor and maintain the assets and IT requests generated from their Account's users of the IT resources.
Organizations that identify any activity related to ManageEngine ServiceDesk Plus indicators of compromise within their networks should take action immediately. Zoho ManageEngine ServiceDesk Plus build 11306, or higher, fixes CVE-2021-44077. ManageEngine initially released a patch for this vulnerability on September 16, 2021. A subsequent
Contract Management, Self-Service Portal, and Knowledge Base. ServiceDesk Plus packs all the modules at an a ord-able price. Configuration Procedure: Con guration of ServiceDesk Plus is a 3 step process. 1. ServiceDesk Plus Installation 2. HelpDesk Con guration 3. Manage your Assets
A COLLECTION OF PROVEN SERVICEDESK PLUS BEST PRACTICES SERVICEDESK PLUS. TABLE OF CONTENTS 02 08 14 20 26 04 10 16 22 28 06 12 18 24 30 How to assign change roles to diff erent stakeholders in a change . The IT service desk usually interacts with various departments in the organization. To have better visibility and control over change .
ManageEngine ServiceDesk Plus Training x Course Objectives x Who Should Attend x Course Agenda Course Objectives ServiceDesk Plus Training helps IT Managers, Administrators, and staff to get a head start in understanding and implementing an effective IT Help Desk Solution. At the end of the course, you will be able to
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Scrum Development Team A self-organizing, self-managed cross-functional team responsible for delivering commitments from the Product Backlog. User Stories Describe what the end product and its components should accomplish at the end of development. A product will usually have multiple user stories. Product Backlog A list of features or technical tasks which the team maintains and which, at a .
