Transcription of ManageEngine ServiceDesk Plus MSP :: Admin Guide
1 ManageEngine ServiceDesk Plus MSP Admin Guide Zoho Corporation Pvt. Ltd. 1 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 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.
2 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 ManageEngine ServiceDesk Plus MSP Admin Guide Zoho Corporation Pvt.
3 Ltd. 2 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.
4 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 ManageEngine ServiceDesk Plus MSP Admin Guide Zoho Corporation Pvt.
5 Ltd. 3 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.
6 129 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 146 Send Notifications .. 148 Printing Problem .. 149 CHANGES .. 150 ManageEngine ServiceDesk Plus MSP Admin Guide Zoho Corporation Pvt. Ltd. 4 Change Management .. 150 Creating New Change .. 151 Forward Schedule of Change.
7 152 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.
8 180 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 ManageEngine ServiceDesk Plus MSP Admin Guide Zoho Corporation Pvt. Ltd. 5 Assigning IT Asset to User/Department/Asset.
9 198 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 222 Associate Assets to Components .. 223 Attach Documents .. 224 Non-IT Assets.
10 225 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.
