ManageEngine ServiceDesk Plus :: User Guide
Contents
1. 5 Click Add The new reminder is added and is listed along with the already existing reminders in the ascending order based on date and time Changing Status When you have completed a reminder you can Just strike the reminder to indicate that it is completed by selecting the radio button beside the reminder 1 From the My Reminders form click the status radio button to change the task status from incomplete to Completed The task is struck through to indicate that it is completed ZOHO Corp 9 a M y Reminder s Complete the pending hee Oct 30 11 00 AM Pa i amp GE Oct 29 04 20 PM Oct 30 11 00 AM Add New Show All 2 Alternatively you can also change the task state by executing the following steps 1 Click Show all at the bottom right of the My Reminders pop up window The All Reminders window opens as shown below Home gt Showing All Reminders Filter Showing All Showing 11 3 of 3 Ishow 25 per page Add Reminder Delete Change Reminder State To i Completed v change E Reminder ummary Reminder Date Module C all Thomas for din Oct 29 2008 04 20 PM General Complete the pending requests Oct 30 2008 11 00 AM General Gall client on 9854353264 Oct 30 2008 11 00 AM General 2 Select the check boxes beside the Reminder Summary for which you wish to change the state 3 Select the state from the Change Reminder State To combo box select the rem2. ManageEngine ServiceDesk Plus 8 0 User Guide Announcements The company wide announcements published by your help desk administrator is displayed in the announcements block of your login home page B Announcements Maintenance work in the 1st floor 2nd block on 3th and 9th May Maintenance werk in the ist floor 2nd block on Sth and Sth May Maintenance work on the 20th and 21st of April Maintenance work on the 20th and Zist of April A demo for softcel 4 demo for softcel A webinar to be conducted on helpdesk A webinar to be conducted on helodesk from the 4th till 24th of April Nortel Network will be down due to maintenence from 2PM to 4PM on 15th April Nortel Network will be down due to maintenance from 2PM to 4PM on 15th April Representation of Icons HEW I Newly added announcements visible to requesters Announcement made public i e announcements visible to requesters Click on the Announcement Title to view the announcement details The details of the announcement opens in a pop up window If there are more than one announcement a Previous and Next button appears in the pop up Using these buttons you can navigate through the announcements list and view all the announcements without closing the pop up window ZOHO Corp 6 Personalize Customize your personalization to be displayed in the application such as display language time zone date and time format In addition you can also chan
3. 1 Inthe Requests list page click the drop down box available as shown in the figure below Show 10 per page 2 From the drop down list select the number of records that should be displayed in a single page There are more filters which can be used as explained below e My Open Requests This is the default status on opening the request list view page All your open requests will be listed under this option e My Requests On hold All your assigned requests that are kept on hold will be listed under this option e My Pending Requests All your assigned unfinished requests are listed under this option e My Completed Requests All your assigned requests that are closed will be listed under this option e My Closed Requests All your requests with the status as closed will be listed under this option e All My Requests All your requests irrespective of the status will be listed under this option ZOHO Corp 2 Customizing Request List View ManageEngine ServiceDesk Plus allows you to customize the request list view to include columns of your choice To customize the list view 1 Log in to the ServiceDesk Plus application using your user name and password 2 Click the Requests tab in the header pane 3 Click the column edit icon available at the corner of the request list headers This opens the available columns that can be displayed in the list view All those that are visible currently will have the check b
4. is ManageEngine ServiceDesk Plus User Guide N Banaga ang Ma nue Fal IcCeL esk Powering IT ahead Helpdesh ang Asset management Software 2010 ZOHO Corp INTRODUCTION ca AA AAP eae ee eee vee AA 2 HOME PAGE AA eee 3 PAWN UNC AA 6 FS ONS AA AA AA AA ER AA AA 7 ROMAE O AA 9 BA E E E E E 11 SERVICE CATALOG cire EE EEE 12 REQUEST PAPA AA AA EEan 14 BEQUESULISE VIEW an ANA AGA AA AA AA 15 Creating a New INCIDEN IE 2G ADA ANA 17 Requester Details aecommianneicarptcdnant tosthannddeonniaouabeniedantindunhitunn iapniersiico nih Sesiouduphedannieaditentidvatiusead 17 aS SIEVING LPA 17 Describe Incident POQUCS li aaa en a a a Raoi 17 Add Attachments to the Request 17 FAX 0 1 0 a2 a 6 AA AA 18 Modes of Creating an Incident REQUEST 18 Viewing AROG Una ANA AA AA AA AA 19 PANUNG Ne REGUOS Terreinen ANAN NA E AA AA 20 PAGING Mb ei AAP PAN AN 21 Viewing Request Resolution 22 Viewing Request History a 23 Viewing the Requester Detalls a 24 WAC WAIG all Repos A er aa aa t 25 Viewing Survey Results 11110 a 26 Viewing Requests based on Filters a 27 Customizing Request List View a 28 ict Kee da CA NAA 29 SOLUTIONS a AA AN 30 Browsing Solutions DY TORIC aie cecccesceds NAA ANG aan 31 DEAD IN 16 0 18 9 eee een ANAN nee eer een eee eee NA ee e
5. This displays the complete history of actions that were performed on the request from the time of its creation The details that are displayed in the History are in the ascending order with the earliest performed action shown at the top of the page and the latest action at the bottom of the page ZOHO Corp 23 Viewing the Requester Details Click the Request tab in the header pane Click the Title of a request Click the Requester Name link in the Requester Details block The View Requester Details window pops up where you can view details such as name designation employee ID department to which the requester belongs e mail ID and phone and mobile numbers Requester details Elizabeth No Elizabeth page Engineer 26653 Department Name Engineering E mail elizabeth acme com Phone 55558 Mobile HA Description Site Name 4 Once you have finished viewing the details click the Close link Alternatively you can also click the My Details tab in the header pane to view your personal details ZOHO Corp 24 Viewing all Replies The IT help desk team sends notifications to you during the course of solving the issue submitted Your responses to the technicians will also be displayed as threads conversation You can view these conversations from your own login view Log in to the ServiceDesk Plus application using your user name and password 2 Click the Requests tab in the header pane 3 Click
6. for solutions by typing the keywords in the search field Clicking on More link takes you to the Solutions module displaying the solutions made available to you Personalize You can choose the display language time zone date and time format to be displayed in the application In addition you can also change your password to log into the application Click Personalize link to know more ZOHO Corp A TE Log out george 13 April 2010 14 31 43 New Request drop down The request templates made available to you are listed in the New Request drop down Click on New Request link to access the New Request form ManageEngine ServiceDesk New Request B3 i Service Catalog plus Mail fetching Printer problem Server crashed nents Unable to browse Unable to restore data CI A demo for softc Service Catalog drop down The service categories and the service items available to you are listed in the Service Catalog drop down The list is organized to view the service items under each service category All you need to do is browse for the available services in the catalog and submit a request Quick Actions drop down If the administrator has enabled the option to show Reminder s to the requesters in the self service portal settings the Quick Actions drop down appears The quick actions drop down also lists the link to Archive Requests Click Reminders to know more on adding and viewing reminders ZOHO Corp 5
7. Plus provides options to log details of a request originating in any of the above mentioned forms To create a new incident using the web based form 1 Log in to the ServiceDesk Plus application using your user name and password 2 Click the New Incident link available just below the tabs in the header pane Requester Details In this block your name and the workstation that has been associated with you are displayed The Name Contact number and Site is non editable From the Workstation drop down list select the workstation to which the issue that you are submitting is related Depending on the configurations set by the ServiceDesk Plus administrator the workstation list will have all the available workstation in your organization or it may have only the workstations that are associated with you Selecting the workstation is not a mandatory requirement Only if the issue is related to the workstation you need to select it Classifying Category The Category drop down box lists the categories under which an incident can be classified Select the relevant category to which your incident request can be grouped Select the relevant Sub Category from the combo box Also select the relevant Item from the combo box Describe Incident Request Once you have assigned the category and priority for the incident describe the request in detail The detailed request has two components to it namely Subject and Description In the Subject field p
8. items are available to the users who are approved to access it A search can be conducted to choose a service from the wide range of service items displayed in the application Enter a key word in the search field say software and click enter The desired search results are obtained Creating a Service Request Creating a new service request is as simple as creating a new incident request from the available templates Service requests can be raised from the application in two ways e Service Catalog drop down e Service Catalog tab Service Catalog drop down Similarly to the New Incident drop down a Service Catalog drop down listing the available service categories in the catalog appears Browse through the service categories and select a service ZOHO Corp 12 I A ServiceDesk New Incident Se rvice Catalog plus s a I l Application Login Communication Data Management Email ee psa Pa a a ee a n Hardware Request a Laptop Internet Request a new Desktop Software Hal Request RAM upgrade My Sumn User Management Cake is Pending Requests Service Catalog Alternatively you can select a service from the Service Catalog tab All you need to do is select the Service Category and select the service item link from the list You can also conduct a search for desired services Selecting a service from the list takes you to the New Service Request form The
9. same in the closed requests ZOHO Corp 14 Request List View The request list view page organises and displays all your tickets raised in the application This page includes various useful functionality such as e Option to view requests based on filters e option to segregate the list view based on Incident and Service requests e Option to view archive requests e View request details on entering the request ID e customize columns to be displayed in the list view e set the number of requests to be displayed per page On clicking the Request tab in the header pane the page redirects to the request list view page Hew Incident T Service Catalog 16 April 2010 14 10 55 Asgussts gt Hy Open Requests Go to Request ID ay Archived Requests Filter Showing My Open Requests From All Requests ka Showing i1 1 18 of 15 Show 25 per page New Incident Id Subject Requester Hame Assigned To Created Date Hode Category Apr is 201007133 4M Mot Auth General 23 Install M5 Office 1007 22 Installing Adobe Photoshop 21 Request for Information Request for Information Unable te eaters daka i voip conection voip connection change of laptop dasktog Unable to browse changes of laptop desktop Inctaill MS Offices 2007 George Mallroy George Mallray George Malloy George Mallray George Mallray George Mallray George Mallray George Malloy George Mallray George Mallray George Mallray Ge
10. a archiving is schedule by the administrator at regular intervals to move the closed completed requests into an inactive archive state This is to prevent accumulation of millions of active requests in the application thereby increasing the helpdesk performance View Requests based on filters for Incidents Service requests View requests based on filters for incident service or both incident and service requests Based on your access privilege you can view only your requests request raised in your department requests raised in your site This access privilege is provided by the administrator Requests gt My Open Requests Go to Request ID My Open Requests Filter Showing My Open Requests From Service Requests Install MS Office 2007 George Mallroy Shawn Adams Installing Adobe Photoshop George Mallroy Shawn Adams Set the number of requests per page and navigation buttons You can set the number of requests to be displayed in the request list view page O Hg New Request Create new requests on specifying information such as priority category sub category and items Refer New Request to know more ZOHO Corp 16 Creating a New Incident When you need to report a failure or problem of your system to the IT help desk team then send a request to the team There are different modes of placing a request to the IT help desk team such as web based form e mail notification and phone call ServiceDesk
11. als If you have the permission to approve a service request or purchase then the same appears under My Approvals block Click Take Action button to approve or reject the request or PO My Summary My Summary displays the request summary list of the logged in requester The request summary consists of Service and Incident requests My summary block displays k EB pending Requests Number of requests that is yet to be completed gt IE All requests Number of requests created by the logged in requester Clicking on the any of these links takes you to the request list view page of the selected option Say you have selected Completed Requests link the request list view opens is filtered to show the completed requests Popular Services The services that is most frequently used by the logged in requester is displayed under Popular Services Its an easy access to create service requests instantly Clicking on More link takes you to the Service Catalog module displaying the service categories made available to you From the Service Catalog page you can create a service request using the templates Common Incidents The most frequently used request templates are listed under Common Incidents Its an easy access to create incident requests instantly Clicking on New Incident link takes you to the new request form Popular Solutions The most frequently viewed solutions are listed under Popular Solutions block You can also search
12. application If you do not have a login access to the application then you can submit your request in either of the other two modes 1 E mail the request to the help desk team This e mail will automatically be changed to a new request in the ServiceDesk Plus application and any actions to be performed on the request will be immediately taken into notice 2 Call up the IT help desk agent and report an issue or explain the nature of your request The help desk agent will manually feed in the details into the application through the web based New Incident form available in the Request module ZOHO Corp 18 Viewing a Request Follow the steps given below to view a request available in the ServiceDesk Plus Request module 1 Log in to the ServiceDesk Plus application using your user name and password 2 Click the Request tab in the header pane The next page lists all the requests raised by you in the ServiceDesk Plus application If there are any requests that have not been assigned any technician then they will appear in bold font 3 Click the Title of the request that you want to view This opens the View Request page The request header has the request ID category of the request level its status and priority Then the requester name due date request summary and request description are displayed Below this the request details containing mode of request technician attending to the request created date and due date are displ
13. are exposed to the users in the Service Catalog module The services proposed to the end users are employee centric with a request oriented view of the service The easy to use service catalog describes the services offered and facilitates users to browse for services submit requests for IT services and monitor their status Most of the basic day to day IT services required by the users are installation relocation internet access email access virus protection provision of hardware and software mail server and account management to name a few With the Service Catalog module services are easily accessed evidently portrait and delivered consistently with high quality ManagdEngina plus Personalize Log out quest ServiceDesk 3 me Service Catalog Solutions My Details 16 August 2010 11 28 10 Service Catalog D a p Application Lag Communication Data Hardware Internet software Management Email Services like email account creation email list creation etc are placed under this category Create an alias for a mailing list This service can Ge used to create alas for an existing ma Request deletion of an email account fers GFE Ser Egl yeler Request email client installation Request increased email storage Users can use this service to reguest increased email storage Request member addition to an existing mailing list Ing maling lis se la membe Searching for Service s The service
14. ayed Finally the requester details are displayed below the request details block If there are any attachments to request click on the file that is attached to view the same 5 Click the Resolution tab to view the resolution for the request To view the history of the request click the History tab To view all the replies that have been sent to you click the Replies tab in the center pane All the notifications will be listed in the ascending order of the date and time when they were sent The Created Date field displays the time when you created the request Based on the priority of the request the Due Date is calculated and is displayed beside the Created Date in the request details block If you have received any response for the request then you will see the Responded Date also in the view request page The Notes added to the request are appended below Task Details The notes are displayed in the descending order with the recently added note displayed first ZOHO Corp 19 Printing the Request To print a request E Log in to the ServiceDesk Plus application using your user name and password Click the Request tab in the header pane Click the Subject link of the request that you want to print Click Actions combo box on the right hand side of the page Click Print Preview option The print preview of the request is opened in a pop up window Click the Print menu item from the browser File menu list The default pr
15. dition to an existing mailing list Pending Requests This service template is used to request addition of a member to an ex Request RAM upgrade Requests On Hold This service template is used to request RAM upgrade in their machine Request Yoice Message Password reset This service template is used to request password reset for their voic Requests Overdue Request Voice Messages clean up N This service template is used to request voice messages clean up Completed Requests Request WIFI access This service template is used to request wireless access to the intern E3 All Requests More Common Incidents Popular Solutions Search Solution a gt Mail fetching gt move data from one installation from another This template is used to create request when there is problem in mail ou can move the dats from the existing server to new server Ple gt Printer problem How to generate a Support file This template is used to create request when there is problem in print Please follow the steps mentioned below for support file generation lt Modify Login screens and Logout screens Find below the procedure to mect with your need 1 Save the page ser Announcements Announcements published company wide by your help desk support administrator is displayed under this block Click on the announcement link to view the announcement details Refer Announcements to know more ZOHO Corp 3 My Approv
16. ee ee eee eee 32 MY DETAILS pa E EEE 33 ERONIY PIC CAINS e E NASA A 34 ZOHO Corp Introduction 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 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 using the Self Service Portal In the Self Service Portal you will be able to access the following modules Requests You can create a new request and view the same Also all the requests that you have raised till date will be saved in your requests module for future references Solutions From the solutions knowledge base that has been developed and maintained by your IT help desk team you can search for solutions for the is
17. er the new password in Confirm New Password field Click Save Your login password has been changed and will be taken into effect when u log out and log into the application ZOHO Corp ManageEngine ServiceDesk Plus 8 0 User Guide Reminders Reminders are a substitute for those sticky notes or post it notes which your use to remember your tasks for the day The Reminders option is available under Quick Actions drop down Add Reminders To add new reminders to your reminder list 1 Click Quick Actions just below the header tabs gt Add New under the Reminders block The Reminders form pops up Alternatively you can add a new reminder by clicking Quick Actions gt My Reminder s The My Reminder s form pops up as shown below s Call Thomas for poor Ot 29 04 20 PM Complete the pending Oct 30 11 00 AM es call client on Paga Oct 30 11 00 AM gt Show All Click Add New link at the bottom of the my reminders form This opens Reminders page 3 Enter the task summary in the text field provided 4 Select the Date amp Time for the reminder The date field is set to the today s date and the time is set by default as 11 00 AM Change the date and time settings To change the date click beside the date field and choose the date of your choice From the time combo box choose the time at which the task is scheduled The values in the combo box are available in a gap of 5 min time interval
18. form is customized for end user specific by the Service Manager In the service request form 1 The logged in Requester Details are pre filled automatically These fields are non editable 2 The Subject and Description for the service request is pre filled by the Service Manger 3 Enter relevant values in remaining fields If the fields are pre filled with values you can edit the same Certain fields might not be editable 4 Ifyou are requesting for any resources select the resources from the available list from the Resource Info block 5 If required you can Attach Files to the service request To attach a file 1 Click Attach File button and browse through the files 2 Click Open in the File Upload pop up 3 Click Attach File button The file is attached to the service request with the file name and size A delete icon is present to delete the file Similarly you can add another file but please note that the maximum size of the attachment is 10MB 6 Click Add New Request to raise the request Click Reset to reset the entered values Clicking on Cancel takes you to the request list view page ZOHO Corp 13 Request ManageEngine ServiceDesk Plus provides you a Self Service Portal with the request module Here you can create new requests to post your concerns and issues to the IT help desk team You can also view the request that you have posted and keep track of its status Once the request is closed you can view the
19. ge Hover over Prase by Topics Combo box next to manage topics link This opens the Categories window listing all the topics and their sub topics as shown General Show All Hardware Desktop Hardware Printers Routers Switches Network Internet Sofhvares ServiceDesk Plus below To view all the sub topics click gt gt Show All link on the right hand side of the page This lists out the topics and sub topics in a logical manner On clicking the topic the solutions of the topic and its corresponding sub topics gets listed Click the sub topic to view the solutions only in that sub topic ZOHO Corp 31 Search in Solutions ManageEngine ServiceDesk Plus allows you to search for solutions using its Search in Solutions option To search for solutions 1 Log in to the ServiceDesk Plus application using your user name and password 2 Inthe Search block on the left hand side of the page enter the Solution Keyword in the provided field 3 Click Go or press the Enter key in your keyboard The search results display all the solutions that match the search string Alternatively from the solutions list view page enter the search string in the Search Solutions text field Click Search Solutions button The list of solutions corresponding to the search string gets displayed Another option to search solutions will be using the column wise search option To perform a column wise search 1 Click the search
20. ge your login password 1 Click on Personalize link ERE e Log out george 13 April 2010 14 31 43 2 The Personalize page opens to display the Personalize and Change Password tab By default the Personalize tab is displayed Personalize Personalize Change Password Display Language Choose language Time Zone Select Time Zone GMT 6 00 Central America Date Format Set Date Format 2010 04 13 Time Format Set Time Format 13 04 2010 03 41 PM Save Cancel e Display Language Select the language to be displayed in the application from Choose Language drop down Say French English and so on All the data in the application will be displayed in the selected language e Time Zone You can also customize the time zone according to the site where the server is installed The date and time will be set with respect to the time zone e Date Time Format Select the format of the date such as Tue 16 Sep 2010 from the Set Date Format drop down box Similarly you can also set the time format from Set Time Format drop down box The selected date and time format will be displayed where ever date time is considered Say while creating a request the request created on and due by time will be displayed in the selected date and time format ZOHO Corp T Change Password U Bm W N Click the Change Password tab Enter your old password in the Current Password field Next enter your New Password Re ent
21. icon at the end of the solution list view headers This opens the search field just below every column in the list view as shown below Q search Solutions Browse by Topics v Filter Showing all Solutions EJ Showing 1 2 of 2 Show 235 per page O ID Subject Topic Name Views Created On Public Created By 3 i ae ma 3 Cl Qa 1 To move data from oni Settings z Mar 2 2007 O4 52 AM Yes administrator CI D F4 How to generate a Su Troubleshooting 2 Apr 29 2007 01 45 AM Yes administrator 2 Enter the search key in field under the column of your choice You can enter keywords in more than one column to perform a combined column search 3 Click Go The search results matching the search string s are displayed ZOHO Corp 32 My Details When creating your login details in the ServiceDesk Plus application your profile would have some default information In the My Details section of the Self Service Portal of ServiceDesk Plus you are allowed to modify the information relating to your profile including the password This helps you maintain your profile updated with the latest changes It also gives you the freedom to edit your profile at your will provided the option is enabled by the administrator under Self Service Portal Settings in the Admin tab ZOHO Corp 33 ManageEngine ServiceDesk Plus 8 0 User Guide Editing My Details You can edit your details through the Self Service Portal and need n
22. inder state to Completed 4 Click Change button to change the status of the task To indicate the change the task would be striked of Deleting Reminders The reminders can be deleted by 1 From the My Reminders form click Delete this reminder radio button 28 available beside the status radio button The reminder gets deleted from the list 2 Alternatively from All Reminders window enable the check box beside the Reminder summary to be deleted Click Delete A pop up window confirming the delete operation appears Click Ok to proceed The reminder gets deleted from the list The advantage of moving the reminder to completed state instead of deleting it completely is that you can revert the state of the reminder to Open again and edit its attributes But once you delete the reminder it is completely removed from the application and cannot be retrieved ZOHO Corp 10 Recent Items When you are using the ManageEngine ServiceDesk Plus application the application tracks your last viewed items and lists them in the Recent Items block on the left side This has a list of the last 10 items that you viewed in the application with the latest viewed item appearing on the top of the list Clicking the hyperlinked item takes you directly to the item s details ZOHO Corp 11 ManageEngine ServiceDesk Plus 8 0 User Guide Service Catalog The IT departments have a wide range of services to offer to the IT users and these services
23. inter associated with your workstation is invoked Set the required options and click OK You can collect the printed copy of the request at the printer that is linked to your workstation ZOHO Corp 20 Adding Notes After posting a request if you want to add additional information about the request use Add Notes To add a note to a request Log in to the ServiceDesk Plus application using your user name and password 2 Click the Request tab in the header pane 3 Click the Subject link of the request to which you would like to add a note 4 In the View Request page on the right side Tasks block click the Add Notes link The Add Notes pop up window is displayed as below close Request ID 1201 ee E mail the technician for notes addition Add Note 5 Enter your content in the text box below the Request ID 6 If you wish to notify the technician in charge of your request about the addition of the note then select the check box E mail the technician for notes addition 7 Click Add Note The note is added at the bottom of the request along with a date and time stamp Your name is also displayed You can add any number of notes to a request The notes added to a request will be displayed at the bottom of the request in the View Request page in the descending order that is the recently added note will be displayed first Note You will not be able to delete any of the notes in a request even though
24. orge Mallray George Mallray George Mallray George Mallray Representation of Icons in the list view e indicates Service Requests Linasssgned Shawn Adams Unassigned John Roberts Sharm Adams Administrator John Roberts Howard Stem Howard Sham laha Reberts John Roberts John Boberts Jenifer Doe Shawn Adams Unassigned Apr 15 2010 06133 AM ior 9 Apr 9 Apr 9 Apr f Apr 9 Apr 9 Aor 9 Apr 3 Sor 9 Apr B Apr B Apr 6 Apr 5 2010 05121 Aki 2010 05 19 AM 2010 06 16 AM 2010 02 35 AM 2010 02 34 AM Di 61 33 AM OLO 01 33 AM 010 01 52 AH 2 2010 01 52 AM a s 2010 07 79 AM 2010 07138 AM 2010 01 32 AM 2010 03 15 AM Mot Auth Somare Wieb Fomm Web Form E Mail Mot Awth Web Form heot ith Met Auth Mot Auth Mot Auth E Hail E Mail Phot Auth Mat A utp nbarmet General Printers internet General ca indicates that the First Response time and Resolution time are overdue cl indicates overdue requests indicates First response time is overdue e 4 perform column wise search on requests Uy select columns to be displayed in the list view From the list view page you can View request details on entering the Request ID Go to the request details page on entering the Request ID It is an instant option to access the request details ZOHO Corp 15 Viewing Archive Requests View all your requests in the Archive state The dat
25. ot depend on your IT help desk team to do the same for you It enables you to modify your own profile whenever you want and saves considerable time To edit your profile 1 Log in to the ServiceDesk Plus application using your user name and password to access the Self Service Portal 2 Click the My Details tab on the header pane The next page displays your user profile as created edited last time in an editable form 3 All the fields in this form are editable Your name is a mandatory fields in the form You can choose to leave the other fields blank The information that you can edit are your name employee ID e mail phone mobile department name and job title 4 Tochange your department name you need to select from the list of departments that are available in the drop down list provided against the Department field 5 When you are done with the modifications click Update Details Note You can edit your details only if the option is enabled in Self Service Portal Settings under the Admin tab The administrator has the privilege to enable the option ZOHO Corp 34
26. ox beside them selected Columns Reply Title Requester Name Assigned Ta Due Date Status Date Category aadadaaaaa Save Cancel un 4 To remove a column remove the selection from the respective check box beside the column name To add a column to the list view select the unchecked select box beside the column name To change the column order click the up and down arrow after selecting the column that you wish to move 7 Click Save This will add only those columns which you have chosen in the list view Sorting Requests by Column To sort request by column click the column header Clicking it once will sort it in ascending order Clicking twice will sort the column in descending order ZOHO Corp 28 ManageEngine ServiceDesk Plus 8 0 User Guide Searching Requests ManageEngine ServiceDesk Plus gives you an option to search for requests using a keyword search All requests that match the keyword that you have provided in the search will be displayed You can also do a column wise search of the requests To perform a column wise search 1 Click the search icon 4at the end of the request list view headers This opens the search field just below every column that is visible in the list view Enter the search key in field under the column of your choice Click Go The search results matching the search string s are displayed Note The search would return the results for any of the text fields of
27. rovide a relevant title to the incident that will exactly summarize your request content Then provide a detailed description with any other associated details relevant to the incident in the Description text box Add Attachments to the Request 1 Below the Description text box click the Attach File button Click this This opens an Attach File pop up window Attach file Go File Browse Maximum size of an attachment can be 10 MB Attach file Click the Browse button From the file chooser window choose the file to be attached Click Open Click Attach File The chosen file gets listed in the table below the browse field If you have more files to choose repeat the steps 2 3 and 4 till you have attached all the relevant files O 6 Click Attach File The selected files are attached to the request ZOHO Corp 17 Once you have done all the above click the Add request button The request is added to the list of requests and can be viewed from the request list view which can be invoked by clicking on the Request tab in the header pane Additional Fields Any additional fields which the requesters can set can be viewed below the description text field Enter relevant details in the field Modes of Creating an Incident Request There are different modes of creating an incident request One of them is using the web based form To use the Web based form you must have login access to the ServiceDesk
28. sue that you are currently facing 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 You can view and edit your account details including your password This updated information will be displayed whenever your information is requested ZOHO Corp 2 ManageEngine ServiceDesk Plus 8 0 User Guide Home Page The home page for the end user log in ServiceDesk Plus has many useful information that enables a user to take necessary actions The user you are logging in as is the Requester Based on the configurations enabled by the administrator the following are available in the home page Announcements My Approvals My Summary Popular Services Common Incidents Popular Solutions Personalize New Request drop down oO NANA WN Service Catalog drop down 10 Quick Actions drop down Personalize Log out sharon Solutions My Details er C quests New Incident service Catalog 26 October 2010 16 03 12 83 Announ cements tw Nortel Network will be down due to maintenance from 12PM till ZPM on 27 10 2010 Nortel Network will be down due to maintenance from 12PM till 2PM on 27 10 2010 My Approvals Request Approvals Browser crash es gt by Jeniffer Doe Take Action Please do the data backup for the specified machine by Monica Mathews gt Take Action My Summary Popular Services Request a member ad
29. the Title of the request for which you wish to check the conversations 4 Inthe View Request page the various mails between you and the technician in charge will be displayed under the head Conversations ZOHO Corp 25 Viewing Survey Results Once the requester completes the survey the administrator and the requester who took the survey can view the survey results To view the survey results Log in to the ServiceDesk Plus application using your user name and password Click the Requests tab In the Requests list view select the My Closed Requests filter Click on the Subject link for which you wish to see the survey results Click View Survey Results link available under the Tasks block The survey results opens in a pop up window Once you have viewed the results click the Close button The View Survey Results link appears only if the you have completed taking the survey Else this link will not be present Once the survey is submitted the responses cannot be changed ZOHO Corp 26 Viewing Requests based on Filters ManageEngine ServiceDesk Plus allows you to view the list of all your requests You can also apply various filters to this list and view only a specific group of requests To view the whole list of requests posted by you click the Request tab in the header pane This lists all the open requests that you have submitted You can set the number of requests that you would like to view in a single page
30. the request You will not be able to search for a request based on any of the date fields of the request ZOHO Corp 29 Solutions ManageEngine ServiceDesk Plus gives a provision to add resolutions for all the requests that have been posted These resolutions can be directly converted to knowledge base articles that are grouped under the solutions head If your help desk team has already added such knowledge base articles to the solutions section then you can search for solutions specific to your problem and fix it Thus the solutions module serves as a knowledge base to find solutions for known problems using the keyword based search You can access the solutions even without logging in to the application but will be able to view only those solutions that are published in the Self Service Portal To access the knowledge base directly without having to login to the application type the URL provided below in the address bar of the browser http lt server name gt lt port number gt sd SolutionsHome sd where lt server name gt is the name of the server where ServiceDesk Plus is installed and lt port numbers is the port where the application is running ZOHO Corp 30 Browsing Solutions by Topic To browse the available solutions by individual topics 1 Zi Di Log in to the ServiceDesk Plus application using your user name and password Click the Solutions tab in the header pane This opens the Solutions list view pa
31. you have added them Only technicians can delete the notes added to a request ZOHO Corp 21 Viewing Request Resolution When the IT help desk team resolves a request they can add the resolution for the request If a resolution is added for the request you can view it by following these steps 1 a a Log in to the ServiceDesk Plus application using your user name and password Click the Requests tab in the header pane Click on the Subject link of the request for which you want to know the resolution In the View Request page click the Resolution tab in the center pane The request header is retained as is from the request view Just below that you will find the resolution for the request if it had been added by the technician who attended to the request Or else a message stating that No Resolution Available is displayed The resolution has information of who created it creation date and time resolution title and detailed description ZOHO Corp 22 Viewing Request History The various actions performed on a particular request are stored in the request history for future reference and auditing purposes To view the request history Log in to the ServiceDesk Plus application using your user name and password Click the Request tab in the header pane N 3 Click on the Subject link of the request for which you need to know the complete history 4 Inthe View Request page click the History tab in the center pane
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