Table Of Content

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Table of Contents INTRODUCTION...................................................................... 10 System Requirements...................................................................... 12 Installation and Getting Started ........................................................ 13 Database Configuration.................................................................... 22 Uninstalling ServiceDesk Plus............................................................ 25 Registering ServiceDesk Plus ............................................................ 26 Contacting ZOHO Corporation........................................................... 27 HOME PAGE ............................................................................ 28 My Tasks ....................................................................................... 33 Publishing Announcements............................................................... 35 Scheduler ...................................................................................... 37 My Schedule...........................................................................................38 Technician Availability Chart......................................................................41 Reminders...................................................................................... 47 License Expiry Alert......................................................................... 49 DASHBOARD........................................................................... 50 REQUEST ................................................................................ 54 Request List View............................................................................ 55 Creating a New Incident................................................................... 57 Raising Service Requests.................................................................. 61 Creating Custom Views.................................................................... 64 Manage Custom Views..................................................................... 65 Viewing a Request........................................................................... 66 Request Tab...........................................................................................66 Resolution Tab........................................................................................67 Tasks Tab...............................................................................................68 Approvals Tab.........................................................................................68 History Tab.............................................................................................69 Editing a Request............................................................................ 70 Closing Requests............................................................................. 71 Picking up Requests......................................................................... 72 Assigning a Technician for the Request............................................... 73 ZOHO Corp. 1 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Unassigning a Technician from a Request ........................................... 75 Start / Stop Request Timer............................................................... 76 Adding Notes.................................................................................. 77 Adding Work Logs ........................................................................... 78 Tasks ............................................................................................ 80 Merging Requests............................................................................ 83 Duplicate Request........................................................................... 84 Linking Requests............................................................................. 85 Deleting Requests........................................................................... 89 Add/Associate Problem to Requests ................................................... 90 Add/Associate Change to Requests.................................................... 92 Printing the Request........................................................................ 94 Adding a Resolution......................................................................... 95 Searching Solutions......................................................................... 96 Submit For Approval........................................................................ 97 Viewing Requester Details................................................................ 99 E-mail the Requester......................................................................100 Forward the Request ......................................................................102 E-mail the Technician .....................................................................103 SMS the Technician........................................................................104 Request Conversations....................................................................105 Viewing Requests Based on Filters....................................................106 Customizing Request List View.........................................................110 Searching Requests........................................................................111 Multi site on Requests.....................................................................112 MOBILE CLIENT.................................................................... 114 PROBLEMS............................................................................ 123 Creating a New Problem..................................................................124 Viewing Problem Details..................................................................126 Editing a Problem...........................................................................127 Closing Problem.............................................................................128 Picking Up Problem.........................................................................129 Assigning Technician.......................................................................130 Problem Analysis............................................................................132 Problem Solutions ..........................................................................133 ZOHO Corp. 2 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Adding Notes.................................................................................134 Adding Tasks.................................................................................135 Adding Work Logs ..........................................................................137 Deleting Problem............................................................................138 Associating Incidents to a Problem....................................................139 Associating Changes to Problem.......................................................140 Adding Reminders..........................................................................141 Viewing Reminders.........................................................................142 Publishing Announcements..............................................................144 Printing Problem ............................................................................146 Send Notifications..........................................................................147 CHANGES.............................................................................. 148 Creating New Change .....................................................................149 Forward Schedule of Change............................................................151 Viewing Change Details...................................................................155 Editing a Change............................................................................157 Printing Change.............................................................................158 Adding Notes.................................................................................159 Adding Reminders..........................................................................160 Adding Work Logs ..........................................................................163 Assigning Technician to a Change.....................................................164 Picking Up Change.................................................................................165 Closing Change..............................................................................166 Deleting Change ............................................................................167 Associating Incidents to a Change ....................................................168 Associating Problems to a Change ....................................................169 Publishing Announcements..............................................................170 Send Notifications..........................................................................172 Change Planning............................................................................173 Recommending Change by CAB........................................................174 Approving Change by the Change Manager........................................176 ASSETS................................................................................. 177 IT Assets ......................................................................................178 Adding IT Asset.....................................................................................179 Editing Assets.......................................................................................181 Adding Assets to Group..........................................................................182 ZOHO Corp. 3 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Assigning Assets to Department/Site........................................................183 Modifying State for IT Assets...................................................................184 Change log-in Credentials for bulk of IT Assets..........................................185 Bulk Scan of IT Assets............................................................................186 Deleting Assets.....................................................................................187 Importing Asset details From CSV............................................................188 Viewing IT Asset Details.........................................................................189 Copying Assets......................................................................................191 Attaching Assets....................................................................................192 Attach Component.................................................................................193 Attach Documents.................................................................................194 Assigning IT Asset to User/Department/Asset............................................195 Add New Workstation.............................................................................196 Bulk Scan of Newly Added Workstation.....................................................197 Changing Workstation As Server..............................................................198 Viewing Workstation Details....................................................................199 Print Preview of Workstation Details.........................................................202 Modify Type..........................................................................................203 Reconcile Workstations...........................................................................204 Adding Software....................................................................................205 Deleting Workstations............................................................................206 Remote Desktop Sharing.................................................................207 Components..................................................................................212 Adding Components...............................................................................213 Adding Components to Group..................................................................214 Deleting Components.............................................................................215 Viewing Components Details...................................................................216 Copying Resources ................................................................................217 Editing Components...............................................................................218 Attaching Documents.............................................................................219 Non IT-Assets................................................................................220 Assigning Non-IT Assets to Users and/or Department.................................221 Editing Non-IT Assets.............................................................................222 Adding Non-IT Assets to Group................................................................223 Assigning Bulk Non-IT Assets to Department/Site ......................................224 Modifying the State of Non-IT Assets........................................................225 Deleting Non-IT Asset............................................................................226 Viewing Non-IT Assets Details.................................................................227 Assigning Non-IT Assets to Users and/or Department.................................228 Copying Resources ................................................................................229 Attaching Assets....................................................................................230 Attach Component.................................................................................231 Attach Documents.................................................................................232 ZOHO Corp. 4 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Software Asset Management............................................................233 Scanned Software .................................................................................234 Adding New Software......................................................................................235 Viewing Software Details .................................................................................236 Changing Software Type..................................................................................238 Changing Software Category............................................................................239 Deleting Software...........................................................................................240 Associating Software Minor Versions..................................................................241 E-mailing Users..............................................................................................242 Software Summary................................................................................243 License Agreement................................................................................244 Editing and Deleting License Agreement.............................................................247 Printing the License Agreement.........................................................................248 Software License...................................................................................249 Viewing Software Licenses...............................................................................253 Editing and Deleting Software License................................................................254 Attach Document to Software Licenses...............................................................255 Service Packs........................................................................................256 Editing and Deleting Service Packs....................................................................257 Groups .........................................................................................258 Creating New Group...............................................................................259 Removing Assets from Group..................................................................260 Editing & Deleting Groups.......................................................................261 PURCHASE............................................................................ 262 Purchase Order Configurations.........................................................263 Purchase Default Values.........................................................................264 Purchase Order Additional Fields..............................................................265 General Ledger Code (GL Code)...............................................................266 Cost Center..........................................................................................267 Contract Additional Fields.......................................................................268 Notification Rules ..................................................................................269 About Purchase Order.....................................................................270 Creating a New Purchase Order........................................................271 PO Approval Process.......................................................................273 Ordered Purchase Order..................................................................275 Receiving PO Items ........................................................................276 Reconcile Workstations ...................................................................278 Adding Invoice details and Notification..............................................279 Adding Payment details & Notifications..............................................281 E-mailing the PO Owner..................................................................283 E-mailing the Vendor......................................................................284 Editing Purchase Order....................................................................285 ZOHO Corp. 5 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Printing Purchase Order ..................................................................286 Deleting Purchase Orders................................................................287 Closing Purchase Order...................................................................288 CONTRACTS.......................................................................... 289 About Contracts.............................................................................290 Creating a New Contract .................................................................291 Viewing a Contract.........................................................................293 Editing and Deleting Contracts.........................................................294 Viewing Contract Owner Details........................................................295 Renewing a Contract.......................................................................296 Print Preview of Contract.................................................................297 E-mailing the Contract Owner..........................................................298 E-mailing the Vendor......................................................................299 Searching Contracts .......................................................................300 SOLUTIONS .......................................................................... 301 About Solutions .............................................................................302 Adding a New Solution....................................................................303 Viewing Solution Details..................................................................304 Editing a Solution...........................................................................306 Submit for Approval .......................................................................307 Approve/Reject Solution..................................................................309 Delete Solutions.............................................................................310 Search Solutions............................................................................311 Browsing Solutions by Topic ............................................................312 Managing Topics ............................................................................313 Adding a New Topic...............................................................................313 Renaming a Topic..................................................................................313 Deleting a Topic....................................................................................314 CONFIGURATIONS................................................................ 315 Helpdesk Configurations..................................................................316 Request Form Customizer.......................................................................317 Configuring Category.......................................................................................318 Editing & Deleting Category..............................................................................320 Configuring Status..........................................................................................321 Configuring Level............................................................................................323 Configuring Mode............................................................................................324 Request Closure Code .....................................................................................325 ZOHO Corp. 6 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Configuring Impact.........................................................................................327 Configuring Priority.........................................................................................328 Priority Matrix................................................................................................330 Configuring Request Type................................................................................331 Configuring Incident - Additional Fields..............................................................332 Request Closing Rules.....................................................................................334 Resolution Template........................................................................................335 Reply Template..............................................................................................336 Task Template................................................................................................337 Configuring Organization Details..............................................................338 Mail Server Settings...............................................................................339 Configuring Regions...............................................................................344 Configuring Sites...................................................................................345 Configuring Operational Hours.................................................................347 Configuring Holidays..............................................................................348 Configuring Department.........................................................................350 Configuring Business Rules.....................................................................351 Configuring Service Level Agreements......................................................355 Configuring Notification Rules..................................................................359 Preventive Maintenance..........................................................................361 Incident Template .................................................................................363 Service Catalog.....................................................................................369 Service Catalog - Service Categories..................................................................371 Service Catalog - Additional Fields.....................................................................373 Service Catalog - SLA......................................................................................374 Service Items.................................................................................................376 User Management..........................................................................386 Configuring Roles..................................................................................387 Configuring Requester - Additional Fields..................................................390 Configuring Requesters..........................................................................392 Configuring Technician - Additional Fields..................................................398 Configuring Technicians..........................................................................400 Configuring Technician Groups ................................................................405 Configuring User Groups.........................................................................408 Configuring Active Directory Authentication...............................................410 Configuring LDAP authentication..............................................................412 Configuring Leave Types.........................................................................414 Robo Technician....................................................................................415 Configuring Technician Auto Assign..........................................................416 Problem/Change Management..........................................................418 Problem Additional Fields........................................................................419 Problem Closure Rules............................................................................420 Change Type ........................................................................................421 Change Status......................................................................................422 Change Advisory Board..........................................................................423 Change Additional Fields.........................................................................424 ZOHO Corp. 7 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Change Closure Rules ............................................................................425 Discovery - Scanning Workstations and Other Network Devices ............426 Scanning Windows Machine ....................................................................427 Modes of Scan: Agent and Agentless........................................................428 Agent Mode...................................................................................................429 Methods of Agent Deployment.......................................................................432 Un-installing the Agent.................................................................................437 Agent-less Mode.............................................................................................438 Scanning Linux, Solaris, MAC and AIX machines ........................................439 Scanning Printers, Routers, Switches and Access Points..............................440 Windows Domain Scan...........................................................................441 Network Scan .......................................................................................443 Workstation/Device Scan........................................................................446 Standalone Workstation Audit .................................................................448 Ports used during Scan...........................................................................450 Scanning WAN environment....................................................................451 Schedule Scan......................................................................................452 Distributed Asset Scan...........................................................................454 General Settings ...................................................................................457 Asset Management.........................................................................458 Configuring Product Types......................................................................459 Configuring Products..............................................................................461 Configuring Vendors ..............................................................................463 Workstation Additional Fields...................................................................465 Asset Additional Fields............................................................................466 Resource State......................................................................................467 Softwares .....................................................................................468 Configuring Software Type......................................................................469 Software Category.................................................................................470 License - Additional Fields.......................................................................471 Software License Types..........................................................................472 License Agreement- Additional Fields........................................................474 Importing License From CSV...................................................................475 User Survey ..................................................................................477 Configuring Survey Settings....................................................................478 Defining a Survey..................................................................................480 Viewing Survey Results..........................................................................483 General Settings............................................................................484 Configuring Self Service Portal Settings....................................................485 Backup Scheduling ................................................................................488 Data Archiving......................................................................................489 Desktop Central Integration....................................................................492 ZOHO Corp. 8 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide SERVICEDESK PLUS API ....................................................... 499 Servlet API....................................................................................501 Request Attributes and xml Response.......................................................503 Site Attributes and xml Response.............................................................511 Technician Attributes and xml Response ...................................................516 Requester Attributes and xml Response....................................................520 Asset Attributes and xml Response ..........................................................525 REST API ......................................................................................531 Request Operations ...............................................................................534 Notes Related Operations .......................................................................539 Worklog Related Operations....................................................................544 REPORTS .............................................................................. 549 About ServiceDesk Plus Reports.......................................................550 Custom Reports.............................................................................555 Creating New Query Reports............................................................559 Flash Report..................................................................................560 Scheduling Report Settings..............................................................562 Custom Settings ............................................................................563 APPENDIX ............................................................................ 564 System Log Viewer.........................................................................565 Feedback......................................................................................566 Personalize....................................................................................567 Back up and Restore.......................................................................569 Changing Web Server Port...............................................................570 ServiceDesk Plus Editions................................................................571 Troubleshooting.............................................................................572 ZOHO Corp. 9

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ManageEngine ServiceDesk Plus 8.0 :: Admin Guide. Table of Contents Uninstalling ServiceDesk Plus. Registering ServiceDesk Plus .
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ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Table of Contents INTRODUCTION...................................................................... 10 System Requirements...................................................................... 12 Installation and Getting Started ........................................................ 13 Database Configuration.................................................................... 22 Uninstalling ServiceDesk Plus............................................................ 25 Registering ServiceDesk Plus ............................................................ 26 Contacting ZOHO Corporation........................................................... 27 HOME PAGE ............................................................................ 28 My Tasks ....................................................................................... 33 Publishing Announcements............................................................... 35 Scheduler ...................................................................................... 37 My Schedule...........................................................................................38 Technician Availability Chart......................................................................41 Reminders...................................................................................... 47 License Expiry Alert......................................................................... 49 DASHBOARD........................................................................... 50 REQUEST ................................................................................ 54 Request List View............................................................................ 55 Creating a New Incident................................................................... 57 Raising Service Requests.................................................................. 61 Creating Custom Views.................................................................... 64 Manage Custom Views..................................................................... 65 Viewing a Request........................................................................... 66 Request Tab...........................................................................................66 Resolution Tab........................................................................................67 Tasks Tab...............................................................................................68 Approvals Tab.........................................................................................68 History Tab.............................................................................................69 Editing a Request............................................................................ 70 Closing Requests............................................................................. 71 Picking up Requests......................................................................... 72 Assigning a Technician for the Request............................................... 73 ZOHO Corp. 1 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Unassigning a Technician from a Request ........................................... 75 Start / Stop Request Timer............................................................... 76 Adding Notes.................................................................................. 77 Adding Work Logs ........................................................................... 78 Tasks ............................................................................................ 80 Merging Requests............................................................................ 83 Duplicate Request........................................................................... 84 Linking Requests............................................................................. 85 Deleting Requests........................................................................... 89 Add/Associate Problem to Requests ................................................... 90 Add/Associate Change to Requests.................................................... 92 Printing the Request........................................................................ 94 Adding a Resolution......................................................................... 95 Searching Solutions......................................................................... 96 Submit For Approval........................................................................ 97 Viewing Requester Details................................................................ 99 E-mail the Requester......................................................................100 Forward the Request ......................................................................102 E-mail the Technician .....................................................................103 SMS the Technician........................................................................104 Request Conversations....................................................................105 Viewing Requests Based on Filters....................................................106 Customizing Request List View.........................................................110 Searching Requests........................................................................111 Multi site on Requests.....................................................................112 MOBILE CLIENT.................................................................... 114 PROBLEMS............................................................................ 123 Creating a New Problem..................................................................124 Viewing Problem Details..................................................................126 Editing a Problem...........................................................................127 Closing Problem.............................................................................128 Picking Up Problem.........................................................................129 Assigning Technician.......................................................................130 Problem Analysis............................................................................132 Problem Solutions ..........................................................................133 ZOHO Corp. 2 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Adding Notes.................................................................................134 Adding Tasks.................................................................................135 Adding Work Logs ..........................................................................137 Deleting Problem............................................................................138 Associating Incidents to a Problem....................................................139 Associating Changes to Problem.......................................................140 Adding Reminders..........................................................................141 Viewing Reminders.........................................................................142 Publishing Announcements..............................................................144 Printing Problem ............................................................................146 Send Notifications..........................................................................147 CHANGES.............................................................................. 148 Creating New Change .....................................................................149 Forward Schedule of Change............................................................151 Viewing Change Details...................................................................155 Editing a Change............................................................................157 Printing Change.............................................................................158 Adding Notes.................................................................................159 Adding Reminders..........................................................................160 Adding Work Logs ..........................................................................163 Assigning Technician to a Change.....................................................164 Picking Up Change.................................................................................165 Closing Change..............................................................................166 Deleting Change ............................................................................167 Associating Incidents to a Change ....................................................168 Associating Problems to a Change ....................................................169 Publishing Announcements..............................................................170 Send Notifications..........................................................................172 Change Planning............................................................................173 Recommending Change by CAB........................................................174 Approving Change by the Change Manager........................................176 ASSETS................................................................................. 177 IT Assets ......................................................................................178 Adding IT Asset.....................................................................................179 Editing Assets.......................................................................................181 Adding Assets to Group..........................................................................182 ZOHO Corp. 3 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Assigning Assets to Department/Site........................................................183 Modifying State for IT Assets...................................................................184 Change log-in Credentials for bulk of IT Assets..........................................185 Bulk Scan of IT Assets............................................................................186 Deleting Assets.....................................................................................187 Importing Asset details From CSV............................................................188 Viewing IT Asset Details.........................................................................189 Copying Assets......................................................................................191 Attaching Assets....................................................................................192 Attach Component.................................................................................193 Attach Documents.................................................................................194 Assigning IT Asset to User/Department/Asset............................................195 Add New Workstation.............................................................................196 Bulk Scan of Newly Added Workstation.....................................................197 Changing Workstation As Server..............................................................198 Viewing Workstation Details....................................................................199 Print Preview of Workstation Details.........................................................202 Modify Type..........................................................................................203 Reconcile Workstations...........................................................................204 Adding Software....................................................................................205 Deleting Workstations............................................................................206 Remote Desktop Sharing.................................................................207 Components..................................................................................212 Adding Components...............................................................................213 Adding Components to Group..................................................................214 Deleting Components.............................................................................215 Viewing Components Details...................................................................216 Copying Resources ................................................................................217 Editing Components...............................................................................218 Attaching Documents.............................................................................219 Non IT-Assets................................................................................220 Assigning Non-IT Assets to Users and/or Department.................................221 Editing Non-IT Assets.............................................................................222 Adding Non-IT Assets to Group................................................................223 Assigning Bulk Non-IT Assets to Department/Site ......................................224 Modifying the State of Non-IT Assets........................................................225 Deleting Non-IT Asset............................................................................226 Viewing Non-IT Assets Details.................................................................227 Assigning Non-IT Assets to Users and/or Department.................................228 Copying Resources ................................................................................229 Attaching Assets....................................................................................230 Attach Component.................................................................................231 Attach Documents.................................................................................232 ZOHO Corp. 4 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Software Asset Management............................................................233 Scanned Software .................................................................................234 Adding New Software......................................................................................235 Viewing Software Details .................................................................................236 Changing Software Type..................................................................................238 Changing Software Category............................................................................239 Deleting Software...........................................................................................240 Associating Software Minor Versions..................................................................241 E-mailing Users..............................................................................................242 Software Summary................................................................................243 License Agreement................................................................................244 Editing and Deleting License Agreement.............................................................247 Printing the License Agreement.........................................................................248 Software License...................................................................................249 Viewing Software Licenses...............................................................................253 Editing and Deleting Software License................................................................254 Attach Document to Software Licenses...............................................................255 Service Packs........................................................................................256 Editing and Deleting Service Packs....................................................................257 Groups .........................................................................................258 Creating New Group...............................................................................259 Removing Assets from Group..................................................................260 Editing & Deleting Groups.......................................................................261 PURCHASE............................................................................ 262 Purchase Order Configurations.........................................................263 Purchase Default Values.........................................................................264 Purchase Order Additional Fields..............................................................265 General Ledger Code (GL Code)...............................................................266 Cost Center..........................................................................................267 Contract Additional Fields.......................................................................268 Notification Rules ..................................................................................269 About Purchase Order.....................................................................270 Creating a New Purchase Order........................................................271 PO Approval Process.......................................................................273 Ordered Purchase Order..................................................................275 Receiving PO Items ........................................................................276 Reconcile Workstations ...................................................................278 Adding Invoice details and Notification..............................................279 Adding Payment details & Notifications..............................................281 E-mailing the PO Owner..................................................................283 E-mailing the Vendor......................................................................284 Editing Purchase Order....................................................................285 ZOHO Corp. 5 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Printing Purchase Order ..................................................................286 Deleting Purchase Orders................................................................287 Closing Purchase Order...................................................................288 CONTRACTS.......................................................................... 289 About Contracts.............................................................................290 Creating a New Contract .................................................................291 Viewing a Contract.........................................................................293 Editing and Deleting Contracts.........................................................294 Viewing Contract Owner Details........................................................295 Renewing a Contract.......................................................................296 Print Preview of Contract.................................................................297 E-mailing the Contract Owner..........................................................298 E-mailing the Vendor......................................................................299 Searching Contracts .......................................................................300 SOLUTIONS .......................................................................... 301 About Solutions .............................................................................302 Adding a New Solution....................................................................303 Viewing Solution Details..................................................................304 Editing a Solution...........................................................................306 Submit for Approval .......................................................................307 Approve/Reject Solution..................................................................309 Delete Solutions.............................................................................310 Search Solutions............................................................................311 Browsing Solutions by Topic ............................................................312 Managing Topics ............................................................................313 Adding a New Topic...............................................................................313 Renaming a Topic..................................................................................313 Deleting a Topic....................................................................................314 CONFIGURATIONS................................................................ 315 Helpdesk Configurations..................................................................316 Request Form Customizer.......................................................................317 Configuring Category.......................................................................................318 Editing & Deleting Category..............................................................................320 Configuring Status..........................................................................................321 Configuring Level............................................................................................323 Configuring Mode............................................................................................324 Request Closure Code .....................................................................................325 ZOHO Corp. 6 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Configuring Impact.........................................................................................327 Configuring Priority.........................................................................................328 Priority Matrix................................................................................................330 Configuring Request Type................................................................................331 Configuring Incident - Additional Fields..............................................................332 Request Closing Rules.....................................................................................334 Resolution Template........................................................................................335 Reply Template..............................................................................................336 Task Template................................................................................................337 Configuring Organization Details..............................................................338 Mail Server Settings...............................................................................339 Configuring Regions...............................................................................344 Configuring Sites...................................................................................345 Configuring Operational Hours.................................................................347 Configuring Holidays..............................................................................348 Configuring Department.........................................................................350 Configuring Business Rules.....................................................................351 Configuring Service Level Agreements......................................................355 Configuring Notification Rules..................................................................359 Preventive Maintenance..........................................................................361 Incident Template .................................................................................363 Service Catalog.....................................................................................369 Service Catalog - Service Categories..................................................................371 Service Catalog - Additional Fields.....................................................................373 Service Catalog - SLA......................................................................................374 Service Items.................................................................................................376 User Management..........................................................................386 Configuring Roles..................................................................................387 Configuring Requester - Additional Fields..................................................390 Configuring Requesters..........................................................................392 Configuring Technician - Additional Fields..................................................398 Configuring Technicians..........................................................................400 Configuring Technician Groups ................................................................405 Configuring User Groups.........................................................................408 Configuring Active Directory Authentication...............................................410 Configuring LDAP authentication..............................................................412 Configuring Leave Types.........................................................................414 Robo Technician....................................................................................415 Configuring Technician Auto Assign..........................................................416 Problem/Change Management..........................................................418 Problem Additional Fields........................................................................419 Problem Closure Rules............................................................................420 Change Type ........................................................................................421 Change Status......................................................................................422 Change Advisory Board..........................................................................423 Change Additional Fields.........................................................................424 ZOHO Corp. 7 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide Change Closure Rules ............................................................................425 Discovery - Scanning Workstations and Other Network Devices ............426 Scanning Windows Machine ....................................................................427 Modes of Scan: Agent and Agentless........................................................428 Agent Mode...................................................................................................429 Methods of Agent Deployment.......................................................................432 Un-installing the Agent.................................................................................437 Agent-less Mode.............................................................................................438 Scanning Linux, Solaris, MAC and AIX machines ........................................439 Scanning Printers, Routers, Switches and Access Points..............................440 Windows Domain Scan...........................................................................441 Network Scan .......................................................................................443 Workstation/Device Scan........................................................................446 Standalone Workstation Audit .................................................................448 Ports used during Scan...........................................................................450 Scanning WAN environment....................................................................451 Schedule Scan......................................................................................452 Distributed Asset Scan...........................................................................454 General Settings ...................................................................................457 Asset Management.........................................................................458 Configuring Product Types......................................................................459 Configuring Products..............................................................................461 Configuring Vendors ..............................................................................463 Workstation Additional Fields...................................................................465 Asset Additional Fields............................................................................466 Resource State......................................................................................467 Softwares .....................................................................................468 Configuring Software Type......................................................................469 Software Category.................................................................................470 License - Additional Fields.......................................................................471 Software License Types..........................................................................472 License Agreement- Additional Fields........................................................474 Importing License From CSV...................................................................475 User Survey ..................................................................................477 Configuring Survey Settings....................................................................478 Defining a Survey..................................................................................480 Viewing Survey Results..........................................................................483 General Settings............................................................................484 Configuring Self Service Portal Settings....................................................485 Backup Scheduling ................................................................................488 Data Archiving......................................................................................489 Desktop Central Integration....................................................................492 ZOHO Corp. 8 ManageEngine ServiceDesk Plus 8.0 :: Admin Guide SERVICEDESK PLUS API ....................................................... 499 Servlet API....................................................................................501 Request Attributes and xml Response.......................................................503 Site Attributes and xml Response.............................................................511 Technician Attributes and xml Response ...................................................516 Requester Attributes and xml Response....................................................520 Asset Attributes and xml Response ..........................................................525 REST API ......................................................................................531 Request Operations ...............................................................................534 Notes Related Operations .......................................................................539 Worklog Related Operations....................................................................544 REPORTS .............................................................................. 549 About ServiceDesk Plus Reports.......................................................550 Custom Reports.............................................................................555 Creating New Query Reports............................................................559 Flash Report..................................................................................560 Scheduling Report Settings..............................................................562 Custom Settings ............................................................................563 APPENDIX ............................................................................ 564 System Log Viewer.........................................................................565 Feedback......................................................................................566 Personalize....................................................................................567 Back up and Restore.......................................................................569 Changing Web Server Port...............................................................570 ServiceDesk Plus Editions................................................................571 Troubleshooting.............................................................................572 ZOHO Corp. 9

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