ManageEngine_ServiceDeskPlus_8_Help_UserGuide
Table of Contents
INTRODUCTION (2)
HOME PAGE (3)
Announcements (6)
Personalize (7)
Reminders (9)
Recent Items (11)
SERVICE CATALOG (12)
REQUEST (14)
Request List View (15)
Creating a New Incident (17)
Requester Details (17)
Classifying Category (17)
Describe Incident Request (17)
Add Attachments to the Request (17)
Additional Fields (18)
Modes of Creating an Incident Request (18)
Viewing a Request (19)
Printing the Request (20)
Adding Notes (21)
Viewing Request Resolution (22)
Viewing Request History (23)
Viewing the Requester Details (24)
Viewing all Replies (25)
Viewing Survey Results (26)
Viewing Requests based on Filters (27)
Customizing Request List View (28)
Searching Requests (29)
SOLUTIONS (30)
Browsing Solutions by Topic (31)
Search in Solutions (32)
MY DETAILS (33)
Editing My Details (34)
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 issue 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.
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,
1. Announcements
2. My Approvals
3. My Summary
4. Popular Services
5. Common Incidents
6. Popular Solutions
7. Personalize
8. New Request drop down
9. Service Catalog drop down
10. Quick Actions drop down
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.
My Approvals
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,
Pending Requests: Number of requests that is yet to be completed.
Pending Onhold: Number of requests with status as onhold.
Requests Overdue: Number of requests that have exceeded the due by time.
Completed Requests: Number of closed/resolved requests.
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 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.
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.
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.
Announcements
The company wide announcements published by your help desk administrator is displayed in the announcements block of your login home page.
Representation of Icons,
- Announcement made public i.e., announcements visible to requesters.
- Newly added 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.
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 change your login password.
1. Click on Personalize link.
2. The Personalize page opens to display the Personalize and Change Password tab. By
default, the Personalize tab is displayed.
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.
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.
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.
Change Password
1. Click the Change Password tab.
2. Enter your old password in the Current Password field.
3. Next, enter your New Password.
4. Re-enter the new password in Confirm New Password field.
5. Click Save. Your login password has been changed and will be taken into effect when u log
out and log into the application.
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.
Note Quick Actions drop down is available if the administrator has enabled the option under Self Service Portal Settings.
Add Reminders
To add new reminders to your reminder list,
1. Click Quick Actions just below the header tabs -> Add New under the Reminders block.
The Reminders form pops up. Alternatively, you can add a new reminder by clicking Quick
Actions -> My Reminder (s). The My Reminder (s) form pops up as shown below,
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 & 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
the calender icon 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.
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.
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,
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 reminder
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 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.
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.
Service Catalog
The IT departments have a wide range of services to offer to the IT users and these services 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.
Searching for Service(s)
The service 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,
Service Catalog drop down
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.
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 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. If you 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.
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 same in the closed requests.
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,
option to view requests based on filters.
option to segregate the list view based on Incident and Service requests.
option to view archive requests.
view request details on entering the request ID.
customize columns to be displayed in the list view.
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.
Representation of Icons in the list view:
- indicates Service Requests
- indicates that the First Response time and Resolution time are overdue.
- indicates overdue requests.
- indicates First response time is overdue.
- perform column-wise search on requests.
- 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.
Viewing Archive Requests: View all your requests in the Archive state. The data 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.
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.
New Request: Create new requests on specifying information such as, priority, category, sub category and items. [Refer New Request to know more].
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 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, provide 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.
2. Click the Browse button.
3. From the file chooser window, choose the file to be attached.
4. Click Open.
5. 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.
6. Click Attach File. The selected files are attached to the request.
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 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.
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.
4. 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 displayed. 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.
6. To view the history of the request, click the History tab.
7. 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.