Advent Net Manage Engine Service Desk Plus Help Admin Guide

• 1.AdventNet ManageEngine ServiceDesk Plus :: Admin GuideTable Of Contents INTRODUCTION...................................................................................................... 10 System Requirements ....................................................................................................... 12Installation and Getting Started ......................................................................................... 13Database Configuration ..................................................................................................... 24Uninstalling ServiceDesk Plus ........................................................................................... 27Registering ServiceDesk Plus ........................................................................................... 28Contacting AdventNet........................................................................................................ 29LOGIN HOME PAGE ............................................................................................... 30 Views (My View, Global, Assets) ....................................................................................... 32Scheduler........................................................................................................................... 37My Schedule .................................................................................................................................. 38 Technician Availability Chart.......................................................................................................... 42License Expiry Alert ........................................................................................................... 45My Tasks ........................................................................................................................... 46Publishing Announcements ............................................................................................... 48Reminders ......................................................................................................................... 50REQUESTS ............................................................................................................. 52 Creating a New Request.................................................................................................... 53Creating Custom Views ..................................................................................................... 57Viewing a Request............................................................................................................. 59Editing a Request .............................................................................................................. 62Closing Requests............................................................................................................... 63Picking up Requests .......................................................................................................... 64Assigning a Technician for the Request ............................................................................ 65Unassigning a Technician from a Request ........................................................................ 67Start / Stop Request Timer ................................................................................................ 68Adding Notes ..................................................................................................................... 69AdventNet, Inc. 1

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AdventNet ManageEngine ServiceDesk Plus :: Admin Guide Adding Tasks ..................................................................................................................... 70Merging a Request ............................................................................................................ 71Copying a Request ............................................................................................................ 72Deleting Requests ............................................................................................................. 73Add/Associate Problem to Requests ................................................................................. 74Add/Associate Change to Requests .................................................................................. 76Printing the Request .......................................................................................................... 78Adding a Resolution........................................................................................................... 79Searching Solutions........................................................................................................... 80Submit For Approval .......................................................................................................... 81Viewing Requester Details................................................................................................. 83E-mail the Requester ......................................................................................................... 84Forward the Request ......................................................................................................... 86E-mail the Technician ........................................................................................................ 87SMS the Technician........................................................................................................... 88Request Conversations ..................................................................................................... 89Viewing Requests Based on Filters ................................................................................... 90Customizing Request List View ......................................................................................... 94Searching Requests .......................................................................................................... 95Multi site on Requests ....................................................................................................... 96PROBLEM MANAGEMENT .................................................................................... 99 Creating a New Problem.................................................................................................. 100Viewing Problem Details.................................................................................................. 101Editing a Problem ............................................................................................................ 102Closing Problem .............................................................................................................. 103Picking Up Problem ......................................................................................................... 104Assigning Technician....................................................................................................... 105Problem Analysis ............................................................................................................. 107Problem Solutions............................................................................................................ 108Adding Notes ................................................................................................................... 109AdventNet, Inc. 2 3. AdventNet ManageEngine ServiceDesk Plus :: Admin Guide Adding Tasks ................................................................................................................... 110Adding Work Logs ........................................................................................................... 111Deleting Problem ............................................................................................................. 112Associating Incidents to a Problem.................................................................................. 113Associating Changes to Problem..................................................................................... 114Adding Reminders ........................................................................................................... 115Viewing Reminders.......................................................................................................... 116Publishing Announcements ............................................................................................. 118Send Notifications............................................................................................................ 120Printing Problem .............................................................................................................. 121CHANGE MANAGEMENT..................................................................................... 122 Creating New Change ..................................................................................................... 123Forward Schedule of Change .......................................................................................... 124Viewing Change Details................................................................................................... 128Editing a Change ............................................................................................................. 130Printing Change ............................................................................................................... 131Adding Notes ................................................................................................................... 132Adding Reminders ........................................................................................................... 133Viewing Reminders.......................................................................................................... 134Adding Tasks ...............................................................................................................