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.
Quick Start Guide - ManageEngine ServiceDesk Plus.1.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights Reserved1. Basic configurations. Organization Details - Enter information about your organization. Sites - Location details of your organization. Mail Server Settings. Create accounts for users.
Add Requesters. Import from Active Directory. 5ii.Import from CSV.
Add Technicians. Assign roles. Access the application. Incident Management. Create business rules and service level agreements. Configure incident templates. 13Table of Contents1.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc.
All Rights ReservedServiceDesk Plus is a help desk software with integrated Asset and Project management built on the ITIL frame-work. It is available in 29 different languages and is trusted and used by 95000 companies, across 186 countries,to manage their day-to-day IT help desk operations. ServiceDesk Plus is easy to use and you can get your IT helpdesk up and running in minutes after installation. Following steps will help you get started with the product.a. Organization Details - Enter information about your organization:Go to Admin - Organization Details (Under help desk section) - Provide the basic information likename, address and contact information of your organization.Your Company Logo:Upload the logo of your company under the“Company Logo”section.This logo will find place in all yourreports and purchase orders.1.
Basic configurations.2. Create accounts for users.3. Assign roles4. Access the application.5. Incident Managementa. Create business rules and service level agreementsb.
Create incident templates1. Basic Configurations.Quick Start Guide for ServiceDesk Plus2.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedTo have a customized login page image and application header image,Go to Admin - Self Service Portal Settings (Under General Section) - Customize ServiceDesk -provide the login page image and the header image.Let’s say your organization’s name is Mannion Services. The screenshot below will give you a fair idea ofhow your customized‘login page’will look.Here’s how your customized application‘header’will look.Customized Login Page:b. Sites - Location details of your organization:If your organization is spread across multiple locations, then those locations can be configured asregions and sites and managed with a single installation. Here’s how you can configure a site.3.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedGo to Admin - Sites (Under the helpdesk section) - Add New SiteProvide the basic information like name, region, time zone, address, contact information and relatedsettings for your sites.c.
Mail Server Settings:The mail server configuration lets you to communicate to your users from within the application ratherthan using an external mail client. You can send and receive emails to and from the application by con-figuring the mail server.To configure the mail server,Go to Admin - Mail Server Settings (Under the Helpdesk section) - Configure the incoming andoutgoing mail server.You can filter out the spam mails (e.g: Out-of-Office) from getting into the application using the SpamFilter.
E-mail Command lets you to create tickets through email when you do not have access to theapplication based on pre-configured delimiters. The mentioned request parameters will be set for aticket upon creation of a ticket through Email Command.Note: Please make use of the Help Card section under the mail server settings for brief explanations.2. Create Accounts for Your UsersThe users of ServiceDesk Plus are classified as Requesters and Technicians. A requester is a person whoraises an incident or a service request whereas a technician is a person who fixes the incident or providesthe service to the requester.4.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc.
All Rights Reserveda. Add RequestersRequesters can be added into the application in three ways.i. Import from Active Directory:To add requesters into ServiceDesk Plus from your Active Directory Server, you can choose this option.Importing from AD will let your requesters to login to ServiceDesk Plus using their AD credentials.Clicking on‘Import from Active Directory’, the following page will pop up.Go to Admin - Requesters (under the users section) - Choose the desired option to import requesters.1. Import from Active Directory2. CSV import and3. Manual addition.Provide the Domain Name and your Domain Controller credentials. Choose the user details to beimported from the Active Directory under ‘Select fields for import’.You can also import user additionalfields (if configured) under ‘Select UDF for import‘ option.
Click on ‘Import Now’, this will ask you tochoose the Organizational Units to be imported. Choose the respective Organizational Unit and startimporting.5.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedNote: When you do an Active Directory import, your users are entitled to login to the application usingpass-through authentication.ii. Import from CSV:You can import the requesters in bulk into ServiceDesk Plus from a CSV file.
Click on‘Import from CSV’,choose the CSV file and map the respective fields in the CSV file to the application fields and startimporting.6.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights Reservedb. Add TechniciansBy default, your users are imported into the application as Requesters. You can add your techniciansin two ways,1.
Change existing Requesters into Technicians.2. Manual Addition.To change an existing Requester into a Technician,Go to Admin - Requesters (Under the users section) - Choose a requester - Change as Techni-cian.To manually add a Technician,Goto Admin - Technicians (Under the users section) - Add New TechnicianNote: While adding the technician, you can associate one or more sites and groups to the technicianfor which he/she gets the access privileges.
Also you can configure the technician as a‘Service RequestApprover’or‘Purchase Order Approver’apart from assigning rovles.3. Assign rolesRoles allow you to define the level of access privilege for your technicians over the application.To configure Roles, Goto Admin - Roles (Under Users Section) - Add New Role.7.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedYou can either use default roles for your technicians or configure custom roles with fine-grained accessprivileges.4. Accessing the applicationInternally, you can access the application with the URL or But if you want to expose the URL to the external world (so thatyour users across the globe can access), then you need to login to ServiceDesk Plus as an administratorand perform the following.Go to Admin - Self-Service Portal Settings (Under General Section)8.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedIncident Management with a use case:Let us take a simple use case to explain incident management.Jean Doe, the manager of Finance for Mannion Services, faces a slowness in her laptop performanceafter the latest OS patch update. She sends an email to her help desk seeking for a resolution.
See howthe administrator handles the incident using ServiceDesk Plus below.Note: The URL you provided here has to be resolved in your DNS server to the IP address of the servermachine with the help of your Network Administrator.5. Incident Management.The incident management in ServiceDesk Plus will help you to manage the entire life-cycle of theticket, right from the creation of the ticket, technician assignment, communication with the requester,adding resolution and ticket closure.The diagram illustrates incident workflow life-cycle in ServiceDesk Plus:9.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc.
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All Rights Reserved10Laptop preformanceis slowJean Doe,The Manager of FinanceEmail is automatically convertedin to a ticket1.Business Rules2.TechnicianAuto AssignTechnician and Priority areautomatically assigned throughBusiness RulesRequest CreationTeshnician AssignmentManual Automation.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights Reserved11Investigation and DiagnosisTechnician replies to Jean, asking formore information.1.Technician’s reply is added under theconversation section inside the ticket2. Indicated by a green envolope3.Updates the request status to OnHoldJean Doe replies.1.
Indicated by a red envelop2.Jean’s reply is added under theconversations section inside the ticketTechnician adds a resolution eitherby:1.Pulling a resolution fromknowledge base2.Providing a new resolution3.Using a resolution templateAlso, the Technician can4.Update the status of the requset5.Add a work logTechnician Closes the requestafter providing the resolutionResolutionClosure.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedEmail processing and response workflow for multi-site support:If Mannion Services uses ServiceDesk Plus to manage the IT environment across various sites, and yourend users prefer to create tickets via email, then here’s how your email creation and response workflowwould work.a. Configure Business Rules and Service Level Agreementsi.
Automate ticket workflow through Business RulesBusiness Rules help you to organize the incoming tickets and automate the ticket workflows. Based on certaincriteria, you can perform actions like assigning a technician, placing the ticket in a group, set priority and so on.12.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights ReservedTo configure Business Rules,Go to Admin - Business Rules (under the help desk section) - Add New Business Rule.Auto assign ticketsApart from the Business Rules, you can also use Technician Auto Assign to assign a technician automatically to aticket. Technician Auto Assign follows two methods,I. Round RobinII.
Load BalancingTickets are assigned to the technician in a serial manner when you have chosen the Round Robin method whereasthe application assigns technicians based on the number of open or pending tickets when you choose Load Bal-ancing. To enable Technician Auto Assign,13.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc.
All Rights ReservedGo to Admin - Tech Auto Assign (Under the users section) - Provide the configurations based on yourrequirement.ii. Service Level AgreementsService Level Agreements define the time-frame within which a ticket has to be responded and resolved.To configure an SLA,Goto Admin - Service Level Agreements (under the help desk section) - Add New SLA.14.Quick Start Guide - ServiceDesk Plus ©2015 ZOHO Corp, Inc. All Rights Reservedb. Configure Incident TemplatesAs an administrator, you can create a set of templates for the frequently created incidents and sharewith your users. These incident templates help your users to raise the incidents quickly with all the nec-essary fields getting populated automatically.To configure the incident templates,Goto Admin - Incident templates (under the helpdesk section) - Add New Template.Configure the Technician view, Requester view, Tasks for this template.
Fields such as priority, impact,technician, mode etc can also be configured so that the users need not spend time in configuring themwhile creating a ticket through this template.Now that you are done with the basic configurations, you can create tickets and start using ServiceDeskPlus to manage them.For a detailed explanation about the product and its features, refer Admin Guide.For installation assistance, refer Installation [email protected].
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