Table Of Content

ManageEngine ServiceDesk Plus – Admin Guide Table of Contents INTRODUCTION ........................................................................... 13 ServiceDesk Plus Editions....................................................................... 16 Contacting ZOHO Corporation ................................................................. 17 INSTALLATION GUIDE ................................................................. 19 System Requirements ........................................................................... 20 Install ServiceDesk Plus ......................................................................... 21 Installation on Windows ................................................................................ 22 Installation on Linux ..................................................................................... 29 Upgrade Service Pack ............................................................................ 34 Start ServiceDesk Plus Server ................................................................ 36 Register ServiceDesk Plus ...................................................................... 37 Shutdown ServiceDesk Plus Server ......................................................... 38 Configure the Database ......................................................................... 39 Installing SSL Certificate ........................................................................ 44 Renew SSL Certificate ........................................................................... 57 Installing .PFX Certificate ....................................................................... 58 Uninstalling ServiceDesk Plus ................................................................. 60 HOME PAGE ................................................................................. 61 My Tasks ............................................................................................. 66 Publish Announcements ......................................................................... 69 Scheduler ............................................................................................ 72 My Schedule ................................................................................................ 73 Technician Availability Chart .......................................................................... 77 Reminders ........................................................................................... 83 Personalize........................................................................................... 86 License Expiry Alert ............................................................................... 88 DASHBOARD ................................................................................ 89 1 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide REQUESTS ................................................................................... 94 Request List view .................................................................................. 95 Create an Incident ................................................................................ 97 Raise a Service Request ....................................................................... 103 Custom Views ..................................................................................... 107 View Request Details ........................................................................... 109 Edit Request ....................................................................................... 112 Close Request..................................................................................... 113 Pick up Requests ................................................................................. 116 Assign Request to Technician ............................................................... 117 Unassign Technician from Request ........................................................ 118 Start / Stop Request Timer .................................................................. 119 Add a Note ......................................................................................... 120 Add a Work Log .................................................................................. 122 Add a Task ......................................................................................... 124 Add a Reminder .................................................................................. 128 Merge Requests .................................................................................. 129 Duplicate a Request ............................................................................ 132 Link Requests ..................................................................................... 133 Delete Request ................................................................................... 137 Associate Problem to Request ............................................................... 138 Associate Change to Request ................................................................ 141 Print the Request ................................................................................ 143 Add a Resolution ................................................................................. 144 Search for a Solution ........................................................................... 145 Submit for Approval ............................................................................ 146 View Requester Details ........................................................................ 149 E-mail the Requester ........................................................................... 151 Forward the Request ........................................................................... 153 E-mail the Technician .......................................................................... 154 SMS the Technician ............................................................................. 155 2 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Request Conversations ........................................................................ 156 View Requests based on Filters ............................................................. 157 Customize Request List View ................................................................ 160 Search for a Request ........................................................................... 161 Multi site on Requests ......................................................................... 163 MOBILE CLIENT ......................................................................... 166 SERVICEDESK PLUS IPHONE APP .............................................. 175 PROBLEMS ................................................................................. 190 Create New Problem ............................................................................ 191 View Problem Details ........................................................................... 193 Edit Problem....................................................................................... 194 Close Problem .................................................................................... 195 Pick up Problems ................................................................................ 196 Assign Technician to Problem ............................................................... 197 Problem Analysis ................................................................................ 199 Problem Solutions ............................................................................... 200 Add a Note ......................................................................................... 201 Add a Task ......................................................................................... 202 Add a Work Log .................................................................................. 204 Delete Problem ................................................................................... 205 Associate Incidents to Problem ............................................................. 206 Associate Changes to Problem .............................................................. 207 Add a Reminder .................................................................................. 208 View Reminders .................................................................................. 209 Publish Announcements ....................................................................... 210 Send Notifications ............................................................................... 211 Print the Problem ................................................................................ 212 CHANGES ................................................................................... 213 Create New Change ............................................................................. 214 Forward Schedule of Change ................................................................ 216 3 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide View Change Details ............................................................................ 219 Edit Change ....................................................................................... 221 Print the Change ................................................................................. 222 Add a Note ......................................................................................... 223 Add a Reminder .................................................................................. 224 View Reminders .................................................................................. 225 Add a Task ......................................................................................... 226 Add a Work Log .................................................................................. 227 Assign Technician to Change ................................................................ 228 Close Change ..................................................................................... 230 Delete Change .................................................................................... 231 Associate Incidents to Change .............................................................. 232 Associate Problems to Change .............................................................. 233 Publish Announcements ....................................................................... 234 Send Notifications ............................................................................... 236 Change Planning ................................................................................. 237 Recommending Change by CAB ............................................................ 239 Approve Change ................................................................................. 241 PROJECT MANAGEMENT ............................................................. 242 Working with Projects .......................................................................... 244 Milestones .......................................................................................... 247 Working with Milestones ...................................................................... 248 Working with Tasks ............................................................................. 250 Task Dependency & Task Order ............................................................ 253 Project Members ................................................................................. 255 Timesheet .......................................................................................... 258 Comments & History ........................................................................... 259 Gantt Chart ........................................................................................ 260 SOLUTIONS ............................................................................... 263 About Solutions .................................................................................. 264 Add New Solution................................................................................ 265 4 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide View Solution Details ........................................................................... 266 Edit Solution....................................................................................... 267 Submit for Approval ............................................................................ 268 Approve/Reject Solution ...................................................................... 270 Delete Solutions ................................................................................. 271 Search for a Solution ........................................................................... 272 Browse Solutions by Topic .................................................................... 273 Manage Topics .................................................................................... 274 Add New Topic ........................................................................................... 274 Rename a Topic .......................................................................................... 274 Move a Topic .............................................................................................. 274 Delete a Topic ............................................................................................ 275 ASSETS ...................................................................................... 276 IT Assets ........................................................................................... 277 Add New IT Asset ....................................................................................... 278 Edit IT Asset .............................................................................................. 279 Add IT Assets to Group ............................................................................... 280 Assign IT Assets to Department/Site ............................................................. 281 Modify State of IT Assets ............................................................................. 282 Change log-in Credentials for IT Assets ......................................................... 283 Bulk Scan of IT Assets ................................................................................. 284 Delete IT Asset ........................................................................................... 285 Import IT Asset from CSV file ....................................................................... 286 View IT Asset Details .................................................................................. 287 Copy Resource ........................................................................................... 290 Attach Assets ............................................................................................. 291 Attach Components..................................................................................... 292 Attach Documents ...................................................................................... 293 Assign IT Assets to Users/Departments/Assets ............................................... 294 Add New Workstation .................................................................................. 295 Bulk Scan of newly Added Workstation .......................................................... 297 Change Workstation as Server ..................................................................... 298 View Workstation Details ............................................................................. 299 5 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Print the Workstation Details ........................................................................ 302 Modify Type ............................................................................................... 303 Reconcile IT Assets ..................................................................................... 304 Add Software ............................................................................................. 305 Delete Workstation ..................................................................................... 306 Identifying the Uniqueness of Workstations ............................................ 307 Remote Desktop ................................................................................. 310 Configure Asset Depreciation ................................................................ 316 Add New Component ................................................................................... 320 Add Components to Group ........................................................................... 321 Delete Components..................................................................................... 322 View Component Details .............................................................................. 323 Associate Asset to Component ...................................................................... 324 Copy Resource ........................................................................................... 325 Edit Component .......................................................................................... 326 Attach Documents ...................................................................................... 327 Non-IT Assets ..................................................................................... 328 Add Non-IT Asset ....................................................................................... 329 Edit Non-IT Assets ...................................................................................... 330 Add Non-IT Assets to Group ......................................................................... 331 Assign Bulk Non-IT Assets to Department/Site ............................................... 332 Modify the State of Non-IT Assets ................................................................. 333 Delete Non-IT Asset .................................................................................... 334 View Non-IT Asset Details ............................................................................ 335 Assign Non-IT Assets to Users and/or Department .......................................... 336 Copy Resource ........................................................................................... 337 Attach Assets ............................................................................................. 338 Attach Components..................................................................................... 339 Attach Documents ...................................................................................... 340 Software Asset Management ................................................................ 341 Scanned Software ....................................................................................... 342 Software Summary ..................................................................................... 353 License Agreement ..................................................................................... 354 Software License ........................................................................................ 359 6 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Add Software License .................................................................................. 360 Service Packs ............................................................................................. 366 Groups .............................................................................................. 368 Create Asset - Groups ................................................................................. 369 Remove Assets from Static Group ................................................................. 371 Editing and Deleting Groups ......................................................................... 372 PURCHASE ................................................................................. 373 Create New Purchase Order .................................................................. 374 PO Approval Process ............................................................................ 375 Order PO from Vendor ......................................................................... 377 Receive PO Items ................................................................................ 378 Reconcile PO Items ............................................................................. 380 Add Invoice details and Notification ....................................................... 382 Add Payment details and Notification ..................................................... 384 E-mail PO Owner ................................................................................ 386 E-mail the Vendor ............................................................................... 387 Edit Purchase Order ............................................................................ 388 Print the Purchase Order ...................................................................... 389 Delete Purchase Order ......................................................................... 390 Close Purchase Order .......................................................................... 391 View Purchase Order based on Filters .................................................... 392 CONTRACTS ............................................................................... 393 Create New Contract ........................................................................... 394 View Contract Details .......................................................................... 396 Edit and Delete Contract ...................................................................... 397 View Contract Owner Details ................................................................ 398 Renew a Contract ............................................................................... 399 Print the Contract ............................................................................... 401 E-mail the Contract Owner ................................................................... 402 E-mail the Vendor ............................................................................... 403 7 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Search for a Contract .......................................................................... 404 View Contracts based on Filters ............................................................ 405 CONFIGURATION MANAGEMENT DATABASE (CMDB) ................. 406 Populate CIs in CMDB .......................................................................... 407 Import CIs from CSV file ...................................................................... 409 CMDB List View................................................................................... 411 Defining CI Relationships ..................................................................... 414 Relationship Map................................................................................. 418 ADMIN CONFIGURATIONS ......................................................... 423 Helpdesk Configurations ...................................................................... 424 Status ....................................................................................................... 425 Level ......................................................................................................... 427 Mode......................................................................................................... 429 Impact ...................................................................................................... 431 Urgency .................................................................................................... 432 Priority ...................................................................................................... 433 Priority Matrix ............................................................................................ 435 Request Type ............................................................................................. 436 Request Closure Code ................................................................................. 437 Request Closing Rules ................................................................................. 439 Incident - Additional Fields ........................................................................... 441 Incident Template ....................................................................................... 444 Resolution Template ................................................................................... 450 Reply Template .......................................................................................... 451 Task Template ........................................................................................... 452 Service Catalog .......................................................................................... 453 Organization Details ............................................................................ 474 Configure Organization Details ..................................................................... 476 Mail Server Settings .................................................................................... 477 Regions ..................................................................................................... 483 Sites ......................................................................................................... 484 Operational Hours ....................................................................................... 488 Holidays .................................................................................................... 490 8 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Departments .............................................................................................. 492 Business Rules ........................................................................................... 494 Service Level Agreements ............................................................................ 499 Notification Rules ........................................................................................ 503 Preventive Maintenance ............................................................................... 506 User Management ............................................................................... 511 Roles ........................................................................................................ 512 User - Additional Fields ................................................................................ 521 Requesters ................................................................................................ 524 Technicians ................................................................................................ 530 Support Groups .......................................................................................... 537 User Groups ............................................................................................... 540 Active Directory .......................................................................................... 543 LDAP ......................................................................................................... 546 Leave Types ............................................................................................... 548 Robo Technician ......................................................................................... 549 Technician Auto Assign ................................................................................ 551 Problem / Change Management ............................................................ 553 Problem Additional Fields ............................................................................. 554 Problem Closure Rules ................................................................................. 555 Change Type .............................................................................................. 556 Change Status ........................................................................................... 557 Change Advisory Board ............................................................................... 558 Change Additional Fields .............................................................................. 559 Change Closure Rules ................................................................................. 560 Discovery ........................................................................................... 561 Scan Windows Machine ............................................................................... 563 Modes of Scan: Agent and Agentless ............................................................. 565 Scan Linux, Solaris, MAC and AIX machines ................................................... 580 Scan VMWare Hosts .................................................................................... 581 Scan Printers, Routers, Switches and Access Points ........................................ 582 Windows Domain Scan ................................................................................ 583 Network Scan ............................................................................................. 585 Workstation/Device Scan ............................................................................. 589 Scanning Machines outside a domain/network ................................................ 591 9 Zoho Corporation

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ManageEngine ServiceDesk Plus – Admin Guide. 1. Zoho Corporation. Table of Contents. INTRODUCTION 13.
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ManageEngine ServiceDesk Plus – Admin Guide Table of Contents INTRODUCTION ........................................................................... 13 ServiceDesk Plus Editions....................................................................... 16 Contacting ZOHO Corporation ................................................................. 17 INSTALLATION GUIDE ................................................................. 19 System Requirements ........................................................................... 20 Install ServiceDesk Plus ......................................................................... 21 Installation on Windows ................................................................................ 22 Installation on Linux ..................................................................................... 29 Upgrade Service Pack ............................................................................ 34 Start ServiceDesk Plus Server ................................................................ 36 Register ServiceDesk Plus ...................................................................... 37 Shutdown ServiceDesk Plus Server ......................................................... 38 Configure the Database ......................................................................... 39 Installing SSL Certificate ........................................................................ 44 Renew SSL Certificate ........................................................................... 57 Installing .PFX Certificate ....................................................................... 58 Uninstalling ServiceDesk Plus ................................................................. 60 HOME PAGE ................................................................................. 61 My Tasks ............................................................................................. 66 Publish Announcements ......................................................................... 69 Scheduler ............................................................................................ 72 My Schedule ................................................................................................ 73 Technician Availability Chart .......................................................................... 77 Reminders ........................................................................................... 83 Personalize........................................................................................... 86 License Expiry Alert ............................................................................... 88 DASHBOARD ................................................................................ 89 1 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide REQUESTS ................................................................................... 94 Request List view .................................................................................. 95 Create an Incident ................................................................................ 97 Raise a Service Request ....................................................................... 103 Custom Views ..................................................................................... 107 View Request Details ........................................................................... 109 Edit Request ....................................................................................... 112 Close Request..................................................................................... 113 Pick up Requests ................................................................................. 116 Assign Request to Technician ............................................................... 117 Unassign Technician from Request ........................................................ 118 Start / Stop Request Timer .................................................................. 119 Add a Note ......................................................................................... 120 Add a Work Log .................................................................................. 122 Add a Task ......................................................................................... 124 Add a Reminder .................................................................................. 128 Merge Requests .................................................................................. 129 Duplicate a Request ............................................................................ 132 Link Requests ..................................................................................... 133 Delete Request ................................................................................... 137 Associate Problem to Request ............................................................... 138 Associate Change to Request ................................................................ 141 Print the Request ................................................................................ 143 Add a Resolution ................................................................................. 144 Search for a Solution ........................................................................... 145 Submit for Approval ............................................................................ 146 View Requester Details ........................................................................ 149 E-mail the Requester ........................................................................... 151 Forward the Request ........................................................................... 153 E-mail the Technician .......................................................................... 154 SMS the Technician ............................................................................. 155 2 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Request Conversations ........................................................................ 156 View Requests based on Filters ............................................................. 157 Customize Request List View ................................................................ 160 Search for a Request ........................................................................... 161 Multi site on Requests ......................................................................... 163 MOBILE CLIENT ......................................................................... 166 SERVICEDESK PLUS IPHONE APP .............................................. 175 PROBLEMS ................................................................................. 190 Create New Problem ............................................................................ 191 View Problem Details ........................................................................... 193 Edit Problem....................................................................................... 194 Close Problem .................................................................................... 195 Pick up Problems ................................................................................ 196 Assign Technician to Problem ............................................................... 197 Problem Analysis ................................................................................ 199 Problem Solutions ............................................................................... 200 Add a Note ......................................................................................... 201 Add a Task ......................................................................................... 202 Add a Work Log .................................................................................. 204 Delete Problem ................................................................................... 205 Associate Incidents to Problem ............................................................. 206 Associate Changes to Problem .............................................................. 207 Add a Reminder .................................................................................. 208 View Reminders .................................................................................. 209 Publish Announcements ....................................................................... 210 Send Notifications ............................................................................... 211 Print the Problem ................................................................................ 212 CHANGES ................................................................................... 213 Create New Change ............................................................................. 214 Forward Schedule of Change ................................................................ 216 3 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide View Change Details ............................................................................ 219 Edit Change ....................................................................................... 221 Print the Change ................................................................................. 222 Add a Note ......................................................................................... 223 Add a Reminder .................................................................................. 224 View Reminders .................................................................................. 225 Add a Task ......................................................................................... 226 Add a Work Log .................................................................................. 227 Assign Technician to Change ................................................................ 228 Close Change ..................................................................................... 230 Delete Change .................................................................................... 231 Associate Incidents to Change .............................................................. 232 Associate Problems to Change .............................................................. 233 Publish Announcements ....................................................................... 234 Send Notifications ............................................................................... 236 Change Planning ................................................................................. 237 Recommending Change by CAB ............................................................ 239 Approve Change ................................................................................. 241 PROJECT MANAGEMENT ............................................................. 242 Working with Projects .......................................................................... 244 Milestones .......................................................................................... 247 Working with Milestones ...................................................................... 248 Working with Tasks ............................................................................. 250 Task Dependency & Task Order ............................................................ 253 Project Members ................................................................................. 255 Timesheet .......................................................................................... 258 Comments & History ........................................................................... 259 Gantt Chart ........................................................................................ 260 SOLUTIONS ............................................................................... 263 About Solutions .................................................................................. 264 Add New Solution................................................................................ 265 4 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide View Solution Details ........................................................................... 266 Edit Solution....................................................................................... 267 Submit for Approval ............................................................................ 268 Approve/Reject Solution ...................................................................... 270 Delete Solutions ................................................................................. 271 Search for a Solution ........................................................................... 272 Browse Solutions by Topic .................................................................... 273 Manage Topics .................................................................................... 274 Add New Topic ........................................................................................... 274 Rename a Topic .......................................................................................... 274 Move a Topic .............................................................................................. 274 Delete a Topic ............................................................................................ 275 ASSETS ...................................................................................... 276 IT Assets ........................................................................................... 277 Add New IT Asset ....................................................................................... 278 Edit IT Asset .............................................................................................. 279 Add IT Assets to Group ............................................................................... 280 Assign IT Assets to Department/Site ............................................................. 281 Modify State of IT Assets ............................................................................. 282 Change log-in Credentials for IT Assets ......................................................... 283 Bulk Scan of IT Assets ................................................................................. 284 Delete IT Asset ........................................................................................... 285 Import IT Asset from CSV file ....................................................................... 286 View IT Asset Details .................................................................................. 287 Copy Resource ........................................................................................... 290 Attach Assets ............................................................................................. 291 Attach Components..................................................................................... 292 Attach Documents ...................................................................................... 293 Assign IT Assets to Users/Departments/Assets ............................................... 294 Add New Workstation .................................................................................. 295 Bulk Scan of newly Added Workstation .......................................................... 297 Change Workstation as Server ..................................................................... 298 View Workstation Details ............................................................................. 299 5 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Print the Workstation Details ........................................................................ 302 Modify Type ............................................................................................... 303 Reconcile IT Assets ..................................................................................... 304 Add Software ............................................................................................. 305 Delete Workstation ..................................................................................... 306 Identifying the Uniqueness of Workstations ............................................ 307 Remote Desktop ................................................................................. 310 Configure Asset Depreciation ................................................................ 316 Add New Component ................................................................................... 320 Add Components to Group ........................................................................... 321 Delete Components..................................................................................... 322 View Component Details .............................................................................. 323 Associate Asset to Component ...................................................................... 324 Copy Resource ........................................................................................... 325 Edit Component .......................................................................................... 326 Attach Documents ...................................................................................... 327 Non-IT Assets ..................................................................................... 328 Add Non-IT Asset ....................................................................................... 329 Edit Non-IT Assets ...................................................................................... 330 Add Non-IT Assets to Group ......................................................................... 331 Assign Bulk Non-IT Assets to Department/Site ............................................... 332 Modify the State of Non-IT Assets ................................................................. 333 Delete Non-IT Asset .................................................................................... 334 View Non-IT Asset Details ............................................................................ 335 Assign Non-IT Assets to Users and/or Department .......................................... 336 Copy Resource ........................................................................................... 337 Attach Assets ............................................................................................. 338 Attach Components..................................................................................... 339 Attach Documents ...................................................................................... 340 Software Asset Management ................................................................ 341 Scanned Software ....................................................................................... 342 Software Summary ..................................................................................... 353 License Agreement ..................................................................................... 354 Software License ........................................................................................ 359 6 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Add Software License .................................................................................. 360 Service Packs ............................................................................................. 366 Groups .............................................................................................. 368 Create Asset - Groups ................................................................................. 369 Remove Assets from Static Group ................................................................. 371 Editing and Deleting Groups ......................................................................... 372 PURCHASE ................................................................................. 373 Create New Purchase Order .................................................................. 374 PO Approval Process ............................................................................ 375 Order PO from Vendor ......................................................................... 377 Receive PO Items ................................................................................ 378 Reconcile PO Items ............................................................................. 380 Add Invoice details and Notification ....................................................... 382 Add Payment details and Notification ..................................................... 384 E-mail PO Owner ................................................................................ 386 E-mail the Vendor ............................................................................... 387 Edit Purchase Order ............................................................................ 388 Print the Purchase Order ...................................................................... 389 Delete Purchase Order ......................................................................... 390 Close Purchase Order .......................................................................... 391 View Purchase Order based on Filters .................................................... 392 CONTRACTS ............................................................................... 393 Create New Contract ........................................................................... 394 View Contract Details .......................................................................... 396 Edit and Delete Contract ...................................................................... 397 View Contract Owner Details ................................................................ 398 Renew a Contract ............................................................................... 399 Print the Contract ............................................................................... 401 E-mail the Contract Owner ................................................................... 402 E-mail the Vendor ............................................................................... 403 7 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Search for a Contract .......................................................................... 404 View Contracts based on Filters ............................................................ 405 CONFIGURATION MANAGEMENT DATABASE (CMDB) ................. 406 Populate CIs in CMDB .......................................................................... 407 Import CIs from CSV file ...................................................................... 409 CMDB List View................................................................................... 411 Defining CI Relationships ..................................................................... 414 Relationship Map................................................................................. 418 ADMIN CONFIGURATIONS ......................................................... 423 Helpdesk Configurations ...................................................................... 424 Status ....................................................................................................... 425 Level ......................................................................................................... 427 Mode......................................................................................................... 429 Impact ...................................................................................................... 431 Urgency .................................................................................................... 432 Priority ...................................................................................................... 433 Priority Matrix ............................................................................................ 435 Request Type ............................................................................................. 436 Request Closure Code ................................................................................. 437 Request Closing Rules ................................................................................. 439 Incident - Additional Fields ........................................................................... 441 Incident Template ....................................................................................... 444 Resolution Template ................................................................................... 450 Reply Template .......................................................................................... 451 Task Template ........................................................................................... 452 Service Catalog .......................................................................................... 453 Organization Details ............................................................................ 474 Configure Organization Details ..................................................................... 476 Mail Server Settings .................................................................................... 477 Regions ..................................................................................................... 483 Sites ......................................................................................................... 484 Operational Hours ....................................................................................... 488 Holidays .................................................................................................... 490 8 Zoho Corporation ManageEngine ServiceDesk Plus – Admin Guide Departments .............................................................................................. 492 Business Rules ........................................................................................... 494 Service Level Agreements ............................................................................ 499 Notification Rules ........................................................................................ 503 Preventive Maintenance ............................................................................... 506 User Management ............................................................................... 511 Roles ........................................................................................................ 512 User - Additional Fields ................................................................................ 521 Requesters ................................................................................................ 524 Technicians ................................................................................................ 530 Support Groups .......................................................................................... 537 User Groups ............................................................................................... 540 Active Directory .......................................................................................... 543 LDAP ......................................................................................................... 546 Leave Types ............................................................................................... 548 Robo Technician ......................................................................................... 549 Technician Auto Assign ................................................................................ 551 Problem / Change Management ............................................................ 553 Problem Additional Fields ............................................................................. 554 Problem Closure Rules ................................................................................. 555 Change Type .............................................................................................. 556 Change Status ........................................................................................... 557 Change Advisory Board ............................................................................... 558 Change Additional Fields .............................................................................. 559 Change Closure Rules ................................................................................. 560 Discovery ........................................................................................... 561 Scan Windows Machine ............................................................................... 563 Modes of Scan: Agent and Agentless ............................................................. 565 Scan Linux, Solaris, MAC and AIX machines ................................................... 580 Scan VMWare Hosts .................................................................................... 581 Scan Printers, Routers, Switches and Access Points ........................................ 582 Windows Domain Scan ................................................................................ 583 Network Scan ............................................................................................. 585 Workstation/Device Scan ............................................................................. 589 Scanning Machines outside a domain/network ................................................ 591 9 Zoho Corporation

Description:
ManageEngine ServiceDesk Plus – Admin Guide. 1. Zoho Corporation. Table of Contents. INTRODUCTION 13.
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