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ManageEngine ServiceDesk Plus MSP – Admin GuideTable of ContentsINTRODUCTION . 12System Requirements. 14Installation and Getting Started . 15Database Configuration . 23Uninstalling ServiceDesk Plus - MSP . 29Registering ServiceDesk Plus - MSP . 30Contacting ManageEngine . 31HOME . 34Login Home page . 34My Tasks . 38Publishing Announcements. 40Scheduler . 42My Schedule . 43Technician Availability Chart . 47Reminders . 52License Expiry Alert . 54DASHBOARD . 55REQUEST . 59Requests . 59Request List View . 60Creating a New Request . 62Providing Request Details . 62Selecting the Requester . 62Assigning Request to Group/Technician . 63Classifying Request Category . 63Describe Request . 64Add Attachments to the Request . 64Adding Resolution for a Request . 64Additional Request Details . 64Quick Create . 65Change Template . 65Modes of Creating a Request . 65Raise a Service Request . 67Creating Custom Views . 70Viewing a Request . 72Viewing Request Details . 73Zoho Corporation Pvt. Ltd.1
ManageEngine ServiceDesk Plus MSP – Admin GuideViewing Requester Details . 73Viewing Conversations . 73Viewing Discussion Notes . 73Cost of a Request . 73Viewing Resolution . 75Viewing History . 76Editing a Request . 77Closing Requests. 78Picking up Requests . 79Assigning a Technician for the Request . 80Unassigning a Technician from a Request . 82Start / Stop Request Timer . 83Adding Notes . 84Tasks . 85Merging a Request . 88Link Requests . 90Copying a Request . 93Deleting Requests . 94Printing the Request . 95Adding a Resolution . 96Searching Solutions . 97Submit For Approval . 98Viewing Requester Details . 100E-mail the Requester . 101Forward the Request . 103E-mail the Technician . 104SMS the Technician . 105Request Conversations. 106Viewing Requests Based on Filters. 107Auto Refresh of RequestList page . 107My Group . 107Requests . 108My Open Or Unassigned Requests . 108Unassigned Requests . 109Unassigned Due Requests . 109My Open Requests . 109My Requests On Hold . 109My Overdue Requests . 109My Pending Requests . 109Zoho Corporation Pvt. Ltd.2
ManageEngine ServiceDesk Plus MSP – Admin GuideMy Requests Due Today. 109My Completed Requests . 109Open Requests . 109Requests On Hold . 109Overdue Requests . 110Requests Due Today . 110Pending Requests . 110Completed Requests . 110All Requests . 110My Hardware View . 110My View . 110Sorting Requests by Column . 111Customizing Request List View . 112Searching Requests . 113Multi site on Requests. 114MOBILE CLIENT . 116PROBLEMS . 125Problem Management. 125Creating a New Problem . 126Viewing Problem Details . 127Editing a Problem . 128Closing Problem . 129Picking Up Problem . 130Assigning Technician . 131Problem Analysis . 133Problem Solutions. 134Adding Notes . 135Adding Tasks . 136Adding Work Logs . 138Deleting Problem . 140Associating Incidents to a Problem . 141Associating Changes to Problem . 142Adding Reminders . 143Viewing Reminders . 144Publishing Announcements. 146Send Notifications . 148Printing Problem . 149CHANGES . 150Zoho Corporation Pvt. Ltd.3
ManageEngine ServiceDesk Plus MSP – Admin GuideChange Management . 150Creating New Change. 151Forward Schedule of Change . 152Viewing Change Details . 156Editing a Change . 158Printing Change . 159Adding Notes . 160Adding Reminders . 161Viewing Reminders . 162Adding Tasks . 164Adding Work Logs . 165Assigning Technician to a Change . 166Picking Up Change . 167Closing Change . 168Deleting Change . 169Associating Incidents to a Change . 170Associating Problems to a Change. 171Publishing Announcements . 172Send Notifications . 174Change Planning . 175Recommending Change by CAB . 177Approving Change by the Change Manager . 179ASSETS . 180Assets . 180IT Assets. 181IT Assets . 181Adding IT Asset. 182Editing Assets . 184Adding Assets to Group . 185Assigning Assets to Department/Site . 186Modifying State for IT Assets . 187Change log-in Credentials for bulk of IT Assets . 188Bulk Scan of IT Assets . 189Deleting Assets . 190Importing Asset details From CSV. 191Viewing IT Asset Details . 192Copying Assets . 194Attaching Assets .
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
