Table Of Content

ManageEngine ServiceDesk Plus MSP – Admin Guide Table of Contents INTRODUCTION ...................................................................................................... 13 System Requirements ...................................................................................................... 15 Installation and Getting Started ........................................................................................ 16 Database Configuration ................................................................................................... 24 Uninstalling ServiceDesk Plus - MSP ............................................................................... 30 Registering ServiceDesk Plus - MSP ............................................................................... 31 Contacting ManageEngine ............................................................................................... 32 HOME ...................................................................................................................... 35 Login Home page ............................................................................................................ 35 My Tasks ......................................................................................................................... 39 Publishing Announcements.............................................................................................. 41 Scheduler ........................................................................................................................ 43 My Schedule .................................................................................................................................. 44 Technician Availability Chart .......................................................................................................... 48 Reminders ....................................................................................................................... 53 License Expiry Alert ......................................................................................................... 55 DASHBOARD .......................................................................................................... 56 REQUEST ................................................................................................................ 60 Requests ......................................................................................................................... 60 Request List View ............................................................................................................ 61 Creating a New Request .................................................................................................. 63 Providing Request Details ............................................................................................................. 63 Selecting the Requester ................................................................................................................ 63 Assigning Request to Group/Technician ....................................................................................... 64 Classifying Request Category ....................................................................................................... 64 Describe Request .......................................................................................................................... 65 Add Attachments to the Request ................................................................................................... 65 Adding Resolution for a Request ................................................................................................... 65 Additional Request Details ............................................................................................................. 65 Quick Create .................................................................................................................................. 66 Change Template .......................................................................................................................... 66 Modes of Creating a Request ........................................................................................................ 66 Raise a Service Request ................................................................................................. 68 Creating Custom Views ................................................................................................... 71 Viewing a Request ........................................................................................................... 73 Viewing Request Details ................................................................................................................ 74 Zoho Corporation Pvt. Ltd. 1 ManageEngine ServiceDesk Plus MSP – Admin Guide Viewing Requester Details ............................................................................................................. 74 Viewing Conversations .................................................................................................................. 74 Viewing Discussion Notes ............................................................................................................. 74 Cost of a Request .......................................................................................................................... 74 Viewing Resolution ........................................................................................................................ 76 Viewing History .............................................................................................................................. 77 Editing a Request ............................................................................................................ 78 Closing Requests ............................................................................................................. 79 Picking up Requests ........................................................................................................ 80 Assigning a Technician for the Request ........................................................................... 81 Unassigning a Technician from a Request ....................................................................... 83 Start / Stop Request Timer .............................................................................................. 84 Adding Notes ................................................................................................................... 85 Tasks ............................................................................................................................... 86 Merging a Request .......................................................................................................... 89 Link Requests .................................................................................................................. 91 Copying a Request .......................................................................................................... 94 Deleting Requests ........................................................................................................... 95 Add/Associate Change to Requests ................................................................................. 96 Convert Incident to Service Request ................................................................................ 98 Printing the Request ........................................................................................................ 99 Adding a Resolution ....................................................................................................... 100 Searching Solutions ....................................................................................................... 101 Submit For Approval ...................................................................................................... 102 Viewing Requester Details ............................................................................................. 104 E-mail the Requester ..................................................................................................... 105 Forward the Request ..................................................................................................... 107 E-mail the Technician .................................................................................................... 108 SMS the Technician ....................................................................................................... 109 Request Conversations .................................................................................................. 110 Viewing Requests Based on Filters ................................................................................ 111 Auto Refresh of RequestList page ............................................................................................... 111 My Group ..................................................................................................................................... 111 Requests ...................................................................................................................................... 112 My Open Or Unassigned Requests ........................................................................................ 112 Unassigned Requests ............................................................................................................. 113 Unassigned Due Requests ..................................................................................................... 113 My Open Requests ................................................................................................................. 113 My Requests On Hold ............................................................................................................. 113 Zoho Corporation Pvt. Ltd. 2 ManageEngine ServiceDesk Plus MSP – Admin Guide My Overdue Requests ............................................................................................................ 113 My Pending Requests ............................................................................................................. 113 My Requests Due Today ......................................................................................................... 113 My Completed Requests ......................................................................................................... 113 Open Requests ....................................................................................................................... 113 Requests On Hold ................................................................................................................... 113 Overdue Requests .................................................................................................................. 114 Requests Due Today .............................................................................................................. 114 Pending Requests ................................................................................................................... 114 Completed Requests ............................................................................................................... 114 All Requests ............................................................................................................................ 114 My Hardware View .................................................................................................................. 114 My View ....................................................................................................................................... 114 Sorting Requests by Column ....................................................................................................... 115 Customizing Request List View ...................................................................................... 116 Searching Requests ...................................................................................................... 117 Multi site on Requests .................................................................................................... 118 Importing Requests from XLS file................................................................................... 120 MOBILE CLIENT ................................................................................................... 124 PROBLEMS ........................................................................................................... 133 Problem Management .................................................................................................... 133 Creating a New Problem ................................................................................................ 134 Viewing Problem Details ................................................................................................ 135 Editing a Problem .......................................................................................................... 136 Closing Problem ............................................................................................................ 137 Picking Up Problem ....................................................................................................... 138 Assigning Technician ..................................................................................................... 139 Problem Analysis ........................................................................................................... 141 Problem Solutions .......................................................................................................... 142 Adding Notes ................................................................................................................. 143 Adding Tasks ................................................................................................................. 144 Adding Work Logs ......................................................................................................... 146 Deleting Problem ........................................................................................................... 148 Associating Incidents to a Problem ................................................................................ 149 Associating Changes to Problem ................................................................................... 150 Adding Reminders ......................................................................................................... 151 Viewing Reminders ........................................................................................................ 152 Publishing Announcements............................................................................................ 154 Zoho Corporation Pvt. Ltd. 3 ManageEngine ServiceDesk Plus MSP – Admin Guide Send Notifications .......................................................................................................... 156 Printing Problem ............................................................................................................ 157 CHANGES ............................................................................................................. 158 Change Management .................................................................................................... 158 Creating New Change .................................................................................................... 159 Forward Schedule of Change ........................................................................................ 160 Viewing Change Details ................................................................................................. 164 Editing a Change ........................................................................................................... 166 Printing Change ............................................................................................................. 167 Adding Notes ................................................................................................................. 168 Adding Reminders ......................................................................................................... 169 Viewing Reminders ........................................................................................................ 170 Adding Tasks ................................................................................................................. 172 Adding Work Logs ......................................................................................................... 173 Assigning Technician to a Change ................................................................................. 174 Picking Up Change ...................................................................................................................... 175 Closing Change ........................................................................................................................... 176 Deleting Change .......................................................................................................................... 177 Associating Incidents to a Change .............................................................................................. 178 Associating Problems to a Change .............................................................................................. 179 Publishing Announcements ......................................................................................................... 180 Send Notifications ........................................................................................................................ 182 Change Planning ......................................................................................................................... 183 Recommending Change by CAB ................................................................................................. 185 Approving Change by the Change Manager ............................................................................... 187 PROJECT MANAGEMENT ................................................................................... 188 Working with Projects .................................................................................................... 190 Milestones ..................................................................................................................... 193 Working with Milestones ................................................................................................ 194 Working with Tasks ........................................................................................................ 196 Task Dependency & Task Order .................................................................................... 200 Project Members ............................................................................................................ 201 Timesheet ...................................................................................................................... 204 Comments & History ...................................................................................................... 205 Gantt Chart .................................................................................................................... 206 ASSETS ................................................................................................................. 209 Assets ............................................................................................................................ 209 IT Assets ........................................................................................................................ 210 IT Assets ...................................................................................................................................... 210 Zoho Corporation Pvt. Ltd. 4 ManageEngine ServiceDesk Plus MSP – Admin Guide Adding IT Asset ............................................................................................................................ 211 Editing Assets .............................................................................................................................. 213 Adding Assets to Group ............................................................................................................... 214 Assigning Assets to Department/Site .......................................................................................... 215 Modifying State for IT Assets ....................................................................................................... 216 Change log-in Credentials for bulk of IT Assets .......................................................................... 217 Bulk Scan of IT Assets ................................................................................................................. 218 Deleting Assets ............................................................................................................................ 219 Importing Asset details From CSV ............................................................................................... 220 Viewing IT Asset Details .............................................................................................................. 221 Copying Assets ............................................................................................................................ 223 Attaching Assets .......................................................................................................................... 224 Attach Component ....................................................................................................................... 225 Attach Documents ........................................................................................................................ 226 Assigning IT Asset to User/Department/Asset ............................................................................ 227 Add New Workstation .................................................................................................................. 228 Bulk Scan of Newly Added Workstation ...................................................................................... 229 Changing Workstation As Server ................................................................................................. 230 Viewing Workstation Details ........................................................................................................ 231 Print Preview of Workstation Details ............................................................................................ 234 Modify Type ................................................................................................................................. 235 Adding Software ........................................................................................................................... 236 Deleting Workstations .................................................................................................................. 237 Remote Desktop Sharing ............................................................................................... 238 Components .................................................................................................................. 244 Components ................................................................................................................................. 244 Adding Components .................................................................................................................... 245 Adding Components to Group ..................................................................................................... 246 Deleting Components .................................................................................................................. 247 Viewing Components Details ....................................................................................................... 248 Copying Resources ...................................................................................................................... 250 Editing Components..................................................................................................................... 251 Associate Assets to Components ................................................................................................ 252 Attach Documents ........................................................................................................................ 253 Non-IT Assets ................................................................................................................ 254 Non IT Assets .............................................................................................................................. 254 Adding Non-IT Asset .................................................................................................................... 255 Editing Non-IT Assets .................................................................................................................. 256 Adding Non-IT Assets to Group ................................................................................................... 257 Assigning Bulk Non-IT Assets to Department/Site ...................................................................... 258 Modifying the State of Non-IT Assets .......................................................................................... 259 Zoho Corporation Pvt. Ltd. 5 ManageEngine ServiceDesk Plus MSP – Admin Guide Deleting Non-IT Asset .................................................................................................................. 260 Viewing Non-IT Assets Details .................................................................................................... 261 Assigning Non-IT Assets to Users and/or Department ................................................................ 263 Copying Resources ...................................................................................................................... 264 Attaching Assets .......................................................................................................................... 265 Attach Component ....................................................................................................................... 266 Attach Documents ........................................................................................................................ 267 Software Asset Management ......................................................................................... 268 Software Asset Management ....................................................................................................... 268 Scanned Software ........................................................................................................................ 269 Scanned Software ................................................................................................................... 269 Adding New Software .............................................................................................................. 270 Viewing Software Details ........................................................................................................ 271 Changing Software Type ......................................................................................................... 273 Changing Software Category .................................................................................................. 274 Deleting Software .................................................................................................................... 275 Associating Software Minor Versions ..................................................................................... 276 Emailing Users ........................................................................................................................ 277 Software Summary ...................................................................................................................... 278 License Agreement ...................................................................................................................... 279 License Agreement ................................................................................................................. 279 Edit and Delete License Agreement ....................................................................................... 282 Print the License Agreement ................................................................................................... 283 Software License ......................................................................................................................... 284 Software Licenses ................................................................................................................... 284 Add Software License ............................................................................................................. 285 View Software License ............................................................................................................ 288 Edit/Delete Service Packs ....................................................................................................... 289 Attach Documents ................................................................................................................... 290 Service Packs .............................................................................................................................. 291 Service Packs.......................................................................................................................... 291 Edit and Delete Service Packs ................................................................................................ 292 Groups ........................................................................................................................... 293 Manage Groups ........................................................................................................................... 293 Creating New Group .................................................................................................................... 294 Removing Assets from Group ...................................................................................................... 295 Editing & Deleting Groups ........................................................................................................... 296 PURCHASE ........................................................................................................... 297 Purchase ....................................................................................................................... 297 Zoho Corporation Pvt. Ltd. 6 ManageEngine ServiceDesk Plus MSP – Admin Guide View Purchase Order based on Filters ........................................................................... 298 Creating a New Purchase Order .................................................................................... 299 Viewing a Purchase Order ............................................................................................. 301 Editing a Purchase Order ............................................................................................... 302 PO Approval Process ..................................................................................................... 303 Order PO from Vendor ................................................................................................... 304 Receiving PO Items ....................................................................................................... 305 Reconcile PO Items ....................................................................................................... 307 Add Invoice details and Notification ............................................................................... 308 Add Payment details and Notification ............................................................................. 310 E-mailing the PO Owner ................................................................................................ 312 E-mailing the Vendor ..................................................................................................... 313 Printing a Purchase Order ............................................................................................. 314 Deleting a Purchase Order ............................................................................................ 315 Searching in Purchase ................................................................................................... 316 Purchase Default Values ............................................................................................... 317 Purchase Order Additional Fields................................................................................... 318 General Ledger Code (GL Code) ................................................................................... 319 Cost Centre ................................................................................................................... 320 Notification Rules ........................................................................................................... 321 CONTRACTS ......................................................................................................... 322 Contracts ....................................................................................................................... 322 About Contracts ............................................................................................................. 323 Creating a New Contract ................................................................................................ 324 Viewing a Contract ......................................................................................................... 326 Editing and Deleting Contracts ....................................................................................... 327 Viewing Contract Owner Details .................................................................................... 328 Renewing a Contract ..................................................................................................... 329 Print Preview of Contract ............................................................................................... 331 E-mailing the Contract Owner ........................................................................................ 332 E-mailing the Vendor ..................................................................................................... 333 Searching Contracts ...................................................................................................... 334 Import Contracts from XLS file ....................................................................................... 335 SOLUTIONS .......................................................................................................... 336 Solutions ........................................................................................................................ 336 About Solutions .............................................................................................................. 337 Adding a New Solution ................................................................................................... 338 Viewing Solution Details ................................................................................................ 339 Zoho Corporation Pvt. Ltd. 7 ManageEngine ServiceDesk Plus MSP – Admin Guide Editing a Solution ........................................................................................................... 341 Submit for Approval ....................................................................................................... 342 Approve/Reject Solution ................................................................................................ 344 Delete Solutions ............................................................................................................. 345 Search in Solutions ........................................................................................................ 346 Browsing Solutions by Topic .......................................................................................... 347 Managing Topics ........................................................................................................... 348 Managing Topics .......................................................................................................................... 348 Adding a New Topic ..................................................................................................................... 348 Renaming a Topic ........................................................................................................................ 348 Moving a Topic ............................................................................................................................. 349 Deleting a Topic ........................................................................................................................... 349 BILLING ................................................................................................................. 350 Bill Generation ............................................................................................................... 350 View Bill ......................................................................................................................... 350 Mark Bill as Paid ............................................................................................................ 350 Regenerate Bill .............................................................................................................. 350 CONFIGURATION MANAGEMENT DATABASE (CMDB) ................................... 352 CMDB - Admin Configurations ....................................................................................... 352 Configuration Item Types (CI Types) ........................................................................................... 353 Relationship Types ...................................................................................................................... 360 Populate CIs in CMDB ................................................................................................... 361 Import CIs from CSV file ................................................................................................ 362 CMDB List View ............................................................................................................. 363 Defining CI Relationships ............................................................................................... 366 Relationship Map ........................................................................................................... 369 CONFIGURATIONS ............................................................................................... 375 Configurations................................................................................................................ 375 MSP Configuration ......................................................................................................... 376 MSP Configuration ....................................................................................................................... 376 Configuring Organization Details ................................................................................................. 377 Configuring Mail Server Settings ................................................................................................. 378 Configuring Roles ........................................................................................................................ 384 Configuring Technicians .............................................................................................................. 387 Configuring Groups ...................................................................................................................... 392 Configuring Leave Types ............................................................................................................. 394 Remote Assistance Setup ........................................................................................................... 395 Technician Auto Assign ............................................................................................................... 396 Configuring Service Plan ............................................................................................................. 398 Zoho Corporation Pvt. Ltd. 8 ManageEngine ServiceDesk Plus MSP – Admin Guide Configuring MSP Sites ................................................................................................................. 400 Configuring Operational Hours for MSP Sites ............................................................................. 402 Configuring Holidays for MSP sites ............................................................................................. 404 Configuring Departments for MSP sites ...................................................................................... 406 Configuring Business Rules for an MSP's site ............................................................................ 407 Configuring Service Level Agreements for MSP Sites ................................................................ 411 Configuring Preventive Maintenance tasks for MSPs ................................................................. 415 Configuring MSP Requesters ...................................................................................................... 417 Helpdesk Configurations ................................................................................................ 422 Helpdesk Configurations .............................................................................................................. 422 Request Form Customizer ........................................................................................................... 423 Request Form Customizer ...................................................................................................... 423 Configuring Category .............................................................................................................. 424 Editing & Deleting Category .................................................................................................... 426 Configuring Status ................................................................................................................... 428 Configuring Level .................................................................................................................... 430 Configuring Mode .................................................................................................................... 431 Adding New Impact ................................................................................................................. 432 Adding New Urgency .............................................................................................................. 433 Configuring Priority .................................................................................................................. 434 Priority Matrix .......................................................................................................................... 436 Configuring Request Type ...................................................................................................... 437 Configuring Additional Fields .................................................................................................. 438 Request Closure Code ............................................................................................................ 440 Request Closing Rules ............................................................................................................ 442 Configuring Notification Rules ..................................................................................................... 443 Incident Template ........................................................................................................................ 446 Configuring Request Settings ...................................................................................................... 452 Reply Template ............................................................................................................................ 453 Task Template ............................................................................................................................. 454 Service Catalog ............................................................................................................................ 455 Service Catalog ....................................................................................................................... 455 Service Catalog - Service Categories ..................................................................................... 457 Service Catalog - Additional Fields ......................................................................................... 459 Service Catalog - Service Level Agreement ........................................................................... 461 Service Catalog - Service Items .............................................................................................. 463 Configuring Requester - Additional Fields ................................................................................... 472 Configuring Technician - Additional Fields .................................................................................. 474 Account Configuration .................................................................................................... 476 Zoho Corporation Pvt. Ltd. 9

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ManageEngine ServiceDesk Plus MSP – Admin Guide. Zoho Corporation Pvt. Ltd. 1. Table of Contents. INTRODUCTION .
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687 Pages·2013·8.5 MB·English
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ManageEngine ServiceDesk Plus MSP – Admin Guide Table of Contents INTRODUCTION ...................................................................................................... 13 System Requirements ...................................................................................................... 15 Installation and Getting Started ........................................................................................ 16 Database Configuration ................................................................................................... 24 Uninstalling ServiceDesk Plus - MSP ............................................................................... 30 Registering ServiceDesk Plus - MSP ............................................................................... 31 Contacting ManageEngine ............................................................................................... 32 HOME ...................................................................................................................... 35 Login Home page ............................................................................................................ 35 My Tasks ......................................................................................................................... 39 Publishing Announcements.............................................................................................. 41 Scheduler ........................................................................................................................ 43 My Schedule .................................................................................................................................. 44 Technician Availability Chart .......................................................................................................... 48 Reminders ....................................................................................................................... 53 License Expiry Alert ......................................................................................................... 55 DASHBOARD .......................................................................................................... 56 REQUEST ................................................................................................................ 60 Requests ......................................................................................................................... 60 Request List View ............................................................................................................ 61 Creating a New Request .................................................................................................. 63 Providing Request Details ............................................................................................................. 63 Selecting the Requester ................................................................................................................ 63 Assigning Request to Group/Technician ....................................................................................... 64 Classifying Request Category ....................................................................................................... 64 Describe Request .......................................................................................................................... 65 Add Attachments to the Request ................................................................................................... 65 Adding Resolution for a Request ................................................................................................... 65 Additional Request Details ............................................................................................................. 65 Quick Create .................................................................................................................................. 66 Change Template .......................................................................................................................... 66 Modes of Creating a Request ........................................................................................................ 66 Raise a Service Request ................................................................................................. 68 Creating Custom Views ................................................................................................... 71 Viewing a Request ........................................................................................................... 73 Viewing Request Details ................................................................................................................ 74 Zoho Corporation Pvt. Ltd. 1 ManageEngine ServiceDesk Plus MSP – Admin Guide Viewing Requester Details ............................................................................................................. 74 Viewing Conversations .................................................................................................................. 74 Viewing Discussion Notes ............................................................................................................. 74 Cost of a Request .......................................................................................................................... 74 Viewing Resolution ........................................................................................................................ 76 Viewing History .............................................................................................................................. 77 Editing a Request ............................................................................................................ 78 Closing Requests ............................................................................................................. 79 Picking up Requests ........................................................................................................ 80 Assigning a Technician for the Request ........................................................................... 81 Unassigning a Technician from a Request ....................................................................... 83 Start / Stop Request Timer .............................................................................................. 84 Adding Notes ................................................................................................................... 85 Tasks ............................................................................................................................... 86 Merging a Request .......................................................................................................... 89 Link Requests .................................................................................................................. 91 Copying a Request .......................................................................................................... 94 Deleting Requests ........................................................................................................... 95 Add/Associate Change to Requests ................................................................................. 96 Convert Incident to Service Request ................................................................................ 98 Printing the Request ........................................................................................................ 99 Adding a Resolution ....................................................................................................... 100 Searching Solutions ....................................................................................................... 101 Submit For Approval ...................................................................................................... 102 Viewing Requester Details ............................................................................................. 104 E-mail the Requester ..................................................................................................... 105 Forward the Request ..................................................................................................... 107 E-mail the Technician .................................................................................................... 108 SMS the Technician ....................................................................................................... 109 Request Conversations .................................................................................................. 110 Viewing Requests Based on Filters ................................................................................ 111 Auto Refresh of RequestList page ............................................................................................... 111 My Group ..................................................................................................................................... 111 Requests ...................................................................................................................................... 112 My Open Or Unassigned Requests ........................................................................................ 112 Unassigned Requests ............................................................................................................. 113 Unassigned Due Requests ..................................................................................................... 113 My Open Requests ................................................................................................................. 113 My Requests On Hold ............................................................................................................. 113 Zoho Corporation Pvt. Ltd. 2 ManageEngine ServiceDesk Plus MSP – Admin Guide My Overdue Requests ............................................................................................................ 113 My Pending Requests ............................................................................................................. 113 My Requests Due Today ......................................................................................................... 113 My Completed Requests ......................................................................................................... 113 Open Requests ....................................................................................................................... 113 Requests On Hold ................................................................................................................... 113 Overdue Requests .................................................................................................................. 114 Requests Due Today .............................................................................................................. 114 Pending Requests ................................................................................................................... 114 Completed Requests ............................................................................................................... 114 All Requests ............................................................................................................................ 114 My Hardware View .................................................................................................................. 114 My View ....................................................................................................................................... 114 Sorting Requests by Column ....................................................................................................... 115 Customizing Request List View ...................................................................................... 116 Searching Requests ...................................................................................................... 117 Multi site on Requests .................................................................................................... 118 Importing Requests from XLS file................................................................................... 120 MOBILE CLIENT ................................................................................................... 124 PROBLEMS ........................................................................................................... 133 Problem Management .................................................................................................... 133 Creating a New Problem ................................................................................................ 134 Viewing Problem Details ................................................................................................ 135 Editing a Problem .......................................................................................................... 136 Closing Problem ............................................................................................................ 137 Picking Up Problem ....................................................................................................... 138 Assigning Technician ..................................................................................................... 139 Problem Analysis ........................................................................................................... 141 Problem Solutions .......................................................................................................... 142 Adding Notes ................................................................................................................. 143 Adding Tasks ................................................................................................................. 144 Adding Work Logs ......................................................................................................... 146 Deleting Problem ........................................................................................................... 148 Associating Incidents to a Problem ................................................................................ 149 Associating Changes to Problem ................................................................................... 150 Adding Reminders ......................................................................................................... 151 Viewing Reminders ........................................................................................................ 152 Publishing Announcements............................................................................................ 154 Zoho Corporation Pvt. Ltd. 3 ManageEngine ServiceDesk Plus MSP – Admin Guide Send Notifications .......................................................................................................... 156 Printing Problem ............................................................................................................ 157 CHANGES ............................................................................................................. 158 Change Management .................................................................................................... 158 Creating New Change .................................................................................................... 159 Forward Schedule of Change ........................................................................................ 160 Viewing Change Details ................................................................................................. 164 Editing a Change ........................................................................................................... 166 Printing Change ............................................................................................................. 167 Adding Notes ................................................................................................................. 168 Adding Reminders ......................................................................................................... 169 Viewing Reminders ........................................................................................................ 170 Adding Tasks ................................................................................................................. 172 Adding Work Logs ......................................................................................................... 173 Assigning Technician to a Change ................................................................................. 174 Picking Up Change ...................................................................................................................... 175 Closing Change ........................................................................................................................... 176 Deleting Change .......................................................................................................................... 177 Associating Incidents to a Change .............................................................................................. 178 Associating Problems to a Change .............................................................................................. 179 Publishing Announcements ......................................................................................................... 180 Send Notifications ........................................................................................................................ 182 Change Planning ......................................................................................................................... 183 Recommending Change by CAB ................................................................................................. 185 Approving Change by the Change Manager ............................................................................... 187 PROJECT MANAGEMENT ................................................................................... 188 Working with Projects .................................................................................................... 190 Milestones ..................................................................................................................... 193 Working with Milestones ................................................................................................ 194 Working with Tasks ........................................................................................................ 196 Task Dependency & Task Order .................................................................................... 200 Project Members ............................................................................................................ 201 Timesheet ...................................................................................................................... 204 Comments & History ...................................................................................................... 205 Gantt Chart .................................................................................................................... 206 ASSETS ................................................................................................................. 209 Assets ............................................................................................................................ 209 IT Assets ........................................................................................................................ 210 IT Assets ...................................................................................................................................... 210 Zoho Corporation Pvt. Ltd. 4 ManageEngine ServiceDesk Plus MSP – Admin Guide Adding IT Asset ............................................................................................................................ 211 Editing Assets .............................................................................................................................. 213 Adding Assets to Group ............................................................................................................... 214 Assigning Assets to Department/Site .......................................................................................... 215 Modifying State for IT Assets ....................................................................................................... 216 Change log-in Credentials for bulk of IT Assets .......................................................................... 217 Bulk Scan of IT Assets ................................................................................................................. 218 Deleting Assets ............................................................................................................................ 219 Importing Asset details From CSV ............................................................................................... 220 Viewing IT Asset Details .............................................................................................................. 221 Copying Assets ............................................................................................................................ 223 Attaching Assets .......................................................................................................................... 224 Attach Component ....................................................................................................................... 225 Attach Documents ........................................................................................................................ 226 Assigning IT Asset to User/Department/Asset ............................................................................ 227 Add New Workstation .................................................................................................................. 228 Bulk Scan of Newly Added Workstation ...................................................................................... 229 Changing Workstation As Server ................................................................................................. 230 Viewing Workstation Details ........................................................................................................ 231 Print Preview of Workstation Details ............................................................................................ 234 Modify Type ................................................................................................................................. 235 Adding Software ........................................................................................................................... 236 Deleting Workstations .................................................................................................................. 237 Remote Desktop Sharing ............................................................................................... 238 Components .................................................................................................................. 244 Components ................................................................................................................................. 244 Adding Components .................................................................................................................... 245 Adding Components to Group ..................................................................................................... 246 Deleting Components .................................................................................................................. 247 Viewing Components Details ....................................................................................................... 248 Copying Resources ...................................................................................................................... 250 Editing Components..................................................................................................................... 251 Associate Assets to Components ................................................................................................ 252 Attach Documents ........................................................................................................................ 253 Non-IT Assets ................................................................................................................ 254 Non IT Assets .............................................................................................................................. 254 Adding Non-IT Asset .................................................................................................................... 255 Editing Non-IT Assets .................................................................................................................. 256 Adding Non-IT Assets to Group ................................................................................................... 257 Assigning Bulk Non-IT Assets to Department/Site ...................................................................... 258 Modifying the State of Non-IT Assets .......................................................................................... 259 Zoho Corporation Pvt. Ltd. 5 ManageEngine ServiceDesk Plus MSP – Admin Guide Deleting Non-IT Asset .................................................................................................................. 260 Viewing Non-IT Assets Details .................................................................................................... 261 Assigning Non-IT Assets to Users and/or Department ................................................................ 263 Copying Resources ...................................................................................................................... 264 Attaching Assets .......................................................................................................................... 265 Attach Component ....................................................................................................................... 266 Attach Documents ........................................................................................................................ 267 Software Asset Management ......................................................................................... 268 Software Asset Management ....................................................................................................... 268 Scanned Software ........................................................................................................................ 269 Scanned Software ................................................................................................................... 269 Adding New Software .............................................................................................................. 270 Viewing Software Details ........................................................................................................ 271 Changing Software Type ......................................................................................................... 273 Changing Software Category .................................................................................................. 274 Deleting Software .................................................................................................................... 275 Associating Software Minor Versions ..................................................................................... 276 Emailing Users ........................................................................................................................ 277 Software Summary ...................................................................................................................... 278 License Agreement ...................................................................................................................... 279 License Agreement ................................................................................................................. 279 Edit and Delete License Agreement ....................................................................................... 282 Print the License Agreement ................................................................................................... 283 Software License ......................................................................................................................... 284 Software Licenses ................................................................................................................... 284 Add Software License ............................................................................................................. 285 View Software License ............................................................................................................ 288 Edit/Delete Service Packs ....................................................................................................... 289 Attach Documents ................................................................................................................... 290 Service Packs .............................................................................................................................. 291 Service Packs.......................................................................................................................... 291 Edit and Delete Service Packs ................................................................................................ 292 Groups ........................................................................................................................... 293 Manage Groups ........................................................................................................................... 293 Creating New Group .................................................................................................................... 294 Removing Assets from Group ...................................................................................................... 295 Editing & Deleting Groups ........................................................................................................... 296 PURCHASE ........................................................................................................... 297 Purchase ....................................................................................................................... 297 Zoho Corporation Pvt. Ltd. 6 ManageEngine ServiceDesk Plus MSP – Admin Guide View Purchase Order based on Filters ........................................................................... 298 Creating a New Purchase Order .................................................................................... 299 Viewing a Purchase Order ............................................................................................. 301 Editing a Purchase Order ............................................................................................... 302 PO Approval Process ..................................................................................................... 303 Order PO from Vendor ................................................................................................... 304 Receiving PO Items ....................................................................................................... 305 Reconcile PO Items ....................................................................................................... 307 Add Invoice details and Notification ............................................................................... 308 Add Payment details and Notification ............................................................................. 310 E-mailing the PO Owner ................................................................................................ 312 E-mailing the Vendor ..................................................................................................... 313 Printing a Purchase Order ............................................................................................. 314 Deleting a Purchase Order ............................................................................................ 315 Searching in Purchase ................................................................................................... 316 Purchase Default Values ............................................................................................... 317 Purchase Order Additional Fields................................................................................... 318 General Ledger Code (GL Code) ................................................................................... 319 Cost Centre ................................................................................................................... 320 Notification Rules ........................................................................................................... 321 CONTRACTS ......................................................................................................... 322 Contracts ....................................................................................................................... 322 About Contracts ............................................................................................................. 323 Creating a New Contract ................................................................................................ 324 Viewing a Contract ......................................................................................................... 326 Editing and Deleting Contracts ....................................................................................... 327 Viewing Contract Owner Details .................................................................................... 328 Renewing a Contract ..................................................................................................... 329 Print Preview of Contract ............................................................................................... 331 E-mailing the Contract Owner ........................................................................................ 332 E-mailing the Vendor ..................................................................................................... 333 Searching Contracts ...................................................................................................... 334 Import Contracts from XLS file ....................................................................................... 335 SOLUTIONS .......................................................................................................... 336 Solutions ........................................................................................................................ 336 About Solutions .............................................................................................................. 337 Adding a New Solution ................................................................................................... 338 Viewing Solution Details ................................................................................................ 339 Zoho Corporation Pvt. Ltd. 7 ManageEngine ServiceDesk Plus MSP – Admin Guide Editing a Solution ........................................................................................................... 341 Submit for Approval ....................................................................................................... 342 Approve/Reject Solution ................................................................................................ 344 Delete Solutions ............................................................................................................. 345 Search in Solutions ........................................................................................................ 346 Browsing Solutions by Topic .......................................................................................... 347 Managing Topics ........................................................................................................... 348 Managing Topics .......................................................................................................................... 348 Adding a New Topic ..................................................................................................................... 348 Renaming a Topic ........................................................................................................................ 348 Moving a Topic ............................................................................................................................. 349 Deleting a Topic ........................................................................................................................... 349 BILLING ................................................................................................................. 350 Bill Generation ............................................................................................................... 350 View Bill ......................................................................................................................... 350 Mark Bill as Paid ............................................................................................................ 350 Regenerate Bill .............................................................................................................. 350 CONFIGURATION MANAGEMENT DATABASE (CMDB) ................................... 352 CMDB - Admin Configurations ....................................................................................... 352 Configuration Item Types (CI Types) ........................................................................................... 353 Relationship Types ...................................................................................................................... 360 Populate CIs in CMDB ................................................................................................... 361 Import CIs from CSV file ................................................................................................ 362 CMDB List View ............................................................................................................. 363 Defining CI Relationships ............................................................................................... 366 Relationship Map ........................................................................................................... 369 CONFIGURATIONS ............................................................................................... 375 Configurations................................................................................................................ 375 MSP Configuration ......................................................................................................... 376 MSP Configuration ....................................................................................................................... 376 Configuring Organization Details ................................................................................................. 377 Configuring Mail Server Settings ................................................................................................. 378 Configuring Roles ........................................................................................................................ 384 Configuring Technicians .............................................................................................................. 387 Configuring Groups ...................................................................................................................... 392 Configuring Leave Types ............................................................................................................. 394 Remote Assistance Setup ........................................................................................................... 395 Technician Auto Assign ............................................................................................................... 396 Configuring Service Plan ............................................................................................................. 398 Zoho Corporation Pvt. Ltd. 8 ManageEngine ServiceDesk Plus MSP – Admin Guide Configuring MSP Sites ................................................................................................................. 400 Configuring Operational Hours for MSP Sites ............................................................................. 402 Configuring Holidays for MSP sites ............................................................................................. 404 Configuring Departments for MSP sites ...................................................................................... 406 Configuring Business Rules for an MSP's site ............................................................................ 407 Configuring Service Level Agreements for MSP Sites ................................................................ 411 Configuring Preventive Maintenance tasks for MSPs ................................................................. 415 Configuring MSP Requesters ...................................................................................................... 417 Helpdesk Configurations ................................................................................................ 422 Helpdesk Configurations .............................................................................................................. 422 Request Form Customizer ........................................................................................................... 423 Request Form Customizer ...................................................................................................... 423 Configuring Category .............................................................................................................. 424 Editing & Deleting Category .................................................................................................... 426 Configuring Status ................................................................................................................... 428 Configuring Level .................................................................................................................... 430 Configuring Mode .................................................................................................................... 431 Adding New Impact ................................................................................................................. 432 Adding New Urgency .............................................................................................................. 433 Configuring Priority .................................................................................................................. 434 Priority Matrix .......................................................................................................................... 436 Configuring Request Type ...................................................................................................... 437 Configuring Additional Fields .................................................................................................. 438 Request Closure Code ............................................................................................................ 440 Request Closing Rules ............................................................................................................ 442 Configuring Notification Rules ..................................................................................................... 443 Incident Template ........................................................................................................................ 446 Configuring Request Settings ...................................................................................................... 452 Reply Template ............................................................................................................................ 453 Task Template ............................................................................................................................. 454 Service Catalog ............................................................................................................................ 455 Service Catalog ....................................................................................................................... 455 Service Catalog - Service Categories ..................................................................................... 457 Service Catalog - Additional Fields ......................................................................................... 459 Service Catalog - Service Level Agreement ........................................................................... 461 Service Catalog - Service Items .............................................................................................. 463 Configuring Requester - Additional Fields ................................................................................... 472 Configuring Technician - Additional Fields .................................................................................. 474 Account Configuration .................................................................................................... 476 Zoho Corporation Pvt. Ltd. 9

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ManageEngine ServiceDesk Plus MSP – Admin Guide. Zoho Corporation Pvt. Ltd. 1. Table of Contents. INTRODUCTION .
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