Table Of Content

ManageEngine ServiceDesk Plus MSP – Admin Guide Table of Contents INTRODUCTION ...................................................................................................... 12 System Requirements ...................................................................................................... 14 Installation and Getting Started ........................................................................................ 15 Database Configuration ................................................................................................... 23 Uninstalling ServiceDesk Plus - MSP ............................................................................... 29 Registering ServiceDesk Plus - MSP ............................................................................... 30 Contacting ManageEngine ............................................................................................... 31 HOME ...................................................................................................................... 34 Login Home page ............................................................................................................ 34 My Tasks ......................................................................................................................... 38 Publishing Announcements.............................................................................................. 40 Scheduler ........................................................................................................................ 42 My Schedule .................................................................................................................................. 43 Technician Availability Chart .......................................................................................................... 47 Reminders ....................................................................................................................... 52 License Expiry Alert ......................................................................................................... 54 DASHBOARD .......................................................................................................... 55 REQUEST ................................................................................................................ 59 Requests ......................................................................................................................... 59 Request List View ............................................................................................................ 60 Creating a New Request .................................................................................................. 62 Providing Request Details ............................................................................................................. 62 Selecting the Requester ................................................................................................................ 62 Assigning Request to Group/Technician ....................................................................................... 63 Classifying Request Category ....................................................................................................... 63 Describe Request .......................................................................................................................... 64 Add Attachments to the Request ................................................................................................... 64 Adding Resolution for a Request ................................................................................................... 64 Additional Request Details ............................................................................................................. 64 Quick Create .................................................................................................................................. 65 Change Template .......................................................................................................................... 65 Modes of Creating a Request ........................................................................................................ 65 Raise a Service Request ................................................................................................. 67 Creating Custom Views ................................................................................................... 70 Viewing a Request ........................................................................................................... 72 Viewing Request Details ................................................................................................................ 73 Zoho Corporation Pvt. Ltd. 1 ManageEngine ServiceDesk Plus MSP – Admin Guide Viewing Requester Details ............................................................................................................. 73 Viewing Conversations .................................................................................................................. 73 Viewing Discussion Notes ............................................................................................................. 73 Cost of a Request .......................................................................................................................... 73 Viewing Resolution ........................................................................................................................ 75 Viewing History .............................................................................................................................. 76 Editing a Request ............................................................................................................ 77 Closing Requests ............................................................................................................. 78 Picking up Requests ........................................................................................................ 79 Assigning a Technician for the Request ........................................................................... 80 Unassigning a Technician from a Request ....................................................................... 82 Start / Stop Request Timer .............................................................................................. 83 Adding Notes ................................................................................................................... 84 Tasks ............................................................................................................................... 85 Merging a Request .......................................................................................................... 88 Link Requests .................................................................................................................. 90 Copying a Request .......................................................................................................... 93 Deleting Requests ........................................................................................................... 94 Printing the Request ........................................................................................................ 95 Adding a Resolution ......................................................................................................... 96 Searching Solutions ......................................................................................................... 97 Submit For Approval ........................................................................................................ 98 Viewing Requester Details ............................................................................................. 100 E-mail the Requester ..................................................................................................... 101 Forward the Request ..................................................................................................... 103 E-mail the Technician .................................................................................................... 104 SMS the Technician ....................................................................................................... 105 Request Conversations .................................................................................................. 106 Viewing Requests Based on Filters ................................................................................ 107 Auto Refresh of RequestList page ............................................................................................... 107 My Group ..................................................................................................................................... 107 Requests ...................................................................................................................................... 108 My Open Or Unassigned Requests ........................................................................................ 108 Unassigned Requests ............................................................................................................. 109 Unassigned Due Requests ..................................................................................................... 109 My Open Requests ................................................................................................................. 109 My Requests On Hold ............................................................................................................. 109 My Overdue Requests ............................................................................................................ 109 My Pending Requests ............................................................................................................. 109 Zoho Corporation Pvt. Ltd. 2 ManageEngine ServiceDesk Plus MSP – Admin Guide My Requests Due Today ......................................................................................................... 109 My Completed Requests ......................................................................................................... 109 Open Requests ....................................................................................................................... 109 Requests On Hold ................................................................................................................... 109 Overdue Requests .................................................................................................................. 110 Requests Due Today .............................................................................................................. 110 Pending Requests ................................................................................................................... 110 Completed Requests ............................................................................................................... 110 All Requests ............................................................................................................................ 110 My Hardware View .................................................................................................................. 110 My View ....................................................................................................................................... 110 Sorting Requests by Column ....................................................................................................... 111 Customizing Request List View ...................................................................................... 112 Searching Requests ...................................................................................................... 113 Multi site on Requests .................................................................................................... 114 MOBILE CLIENT ................................................................................................... 116 PROBLEMS ........................................................................................................... 125 Problem Management .................................................................................................... 125 Creating a New Problem ................................................................................................ 126 Viewing Problem Details ................................................................................................ 127 Editing a Problem .......................................................................................................... 128 Closing Problem ............................................................................................................ 129 Picking Up Problem ....................................................................................................... 130 Assigning Technician ..................................................................................................... 131 Problem Analysis ........................................................................................................... 133 Problem Solutions .......................................................................................................... 134 Adding Notes ................................................................................................................. 135 Adding Tasks ................................................................................................................. 136 Adding Work Logs ......................................................................................................... 138 Deleting Problem ........................................................................................................... 140 Associating Incidents to a Problem ................................................................................ 141 Associating Changes to Problem ................................................................................... 142 Adding Reminders ......................................................................................................... 143 Viewing Reminders ........................................................................................................ 144 Publishing Announcements............................................................................................ 146 Send Notifications .......................................................................................................... 148 Printing Problem ............................................................................................................ 149 CHANGES ............................................................................................................. 150 Zoho Corporation Pvt. Ltd. 3 ManageEngine ServiceDesk Plus MSP – Admin Guide Change Management .................................................................................................... 150 Creating New Change .................................................................................................... 151 Forward Schedule of Change ........................................................................................ 152 Viewing Change Details ................................................................................................. 156 Editing a Change ........................................................................................................... 158 Printing Change ............................................................................................................. 159 Adding Notes ................................................................................................................. 160 Adding Reminders ......................................................................................................... 161 Viewing Reminders ........................................................................................................ 162 Adding Tasks ................................................................................................................. 164 Adding Work Logs ......................................................................................................... 165 Assigning Technician to a Change ................................................................................. 166 Picking Up Change ...................................................................................................................... 167 Closing Change ........................................................................................................................... 168 Deleting Change .......................................................................................................................... 169 Associating Incidents to a Change .............................................................................................. 170 Associating Problems to a Change .............................................................................................. 171 Publishing Announcements ......................................................................................................... 172 Send Notifications ........................................................................................................................ 174 Change Planning ......................................................................................................................... 175 Recommending Change by CAB ................................................................................................. 177 Approving Change by the Change Manager ............................................................................... 179 ASSETS ................................................................................................................. 180 Assets ............................................................................................................................ 180 IT Assets ........................................................................................................................ 181 IT Assets ...................................................................................................................................... 181 Adding IT Asset ............................................................................................................................ 182 Editing Assets .............................................................................................................................. 184 Adding Assets to Group ............................................................................................................... 185 Assigning Assets to Department/Site .......................................................................................... 186 Modifying State for IT Assets ....................................................................................................... 187 Change log-in Credentials for bulk of IT Assets .......................................................................... 188 Bulk Scan of IT Assets ................................................................................................................. 189 Deleting Assets ............................................................................................................................ 190 Importing Asset details From CSV ............................................................................................... 191 Viewing IT Asset Details .............................................................................................................. 192 Copying Assets ............................................................................................................................ 194 Attaching Assets .......................................................................................................................... 195 Attach Component ....................................................................................................................... 196 Attach Documents ........................................................................................................................ 197 Zoho Corporation Pvt. Ltd. 4 ManageEngine ServiceDesk Plus MSP – Admin Guide Assigning IT Asset to User/Department/Asset ............................................................................ 198 Add New Workstation .................................................................................................................. 199 Bulk Scan of Newly Added Workstation ...................................................................................... 200 Changing Workstation As Server ................................................................................................. 201 Viewing Workstation Details ........................................................................................................ 202 Print Preview of Workstation Details ............................................................................................ 205 Modify Type ................................................................................................................................. 206 Adding Software ........................................................................................................................... 207 Deleting Workstations .................................................................................................................. 208 Remote Desktop Sharing ............................................................................................... 209 Components .................................................................................................................. 215 Components ................................................................................................................................. 215 Adding Components .................................................................................................................... 216 Adding Components to Group ..................................................................................................... 217 Deleting Components .................................................................................................................. 218 Viewing Components Details ....................................................................................................... 219 Copying Resources ...................................................................................................................... 221 Editing Components..................................................................................................................... 222 Associate Assets to Components ................................................................................................ 223 Attach Documents ........................................................................................................................ 224 Non-IT Assets ................................................................................................................ 225 Non IT Assets .............................................................................................................................. 225 Adding Non-IT Asset .................................................................................................................... 226 Editing Non-IT Assets .................................................................................................................. 227 Adding Non-IT Assets to Group ................................................................................................... 228 Assigning Bulk Non-IT Assets to Department/Site ...................................................................... 229 Modifying the State of Non-IT Assets .......................................................................................... 230 Deleting Non-IT Asset .................................................................................................................. 231 Viewing Non-IT Assets Details .................................................................................................... 232 Assigning Non-IT Assets to Users and/or Department ................................................................ 234 Copying Resources ...................................................................................................................... 235 Attaching Assets .......................................................................................................................... 236 Attach Component ....................................................................................................................... 237 Attach Documents ........................................................................................................................ 238 Software Asset Management ......................................................................................... 239 Software Asset Management ....................................................................................................... 239 Scanned Software ........................................................................................................................ 240 Scanned Software ................................................................................................................... 240 Adding New Software .............................................................................................................. 241 Viewing Software Details ........................................................................................................ 242 Zoho Corporation Pvt. Ltd. 5 ManageEngine ServiceDesk Plus MSP – Admin Guide Changing Software Type ......................................................................................................... 244 Changing Software Category .................................................................................................. 245 Deleting Software .................................................................................................................... 246 Associating Software Minor Versions ..................................................................................... 247 Emailing Users ........................................................................................................................ 248 Software Summary ...................................................................................................................... 249 License Agreement ...................................................................................................................... 250 License Agreement ................................................................................................................. 250 Edit and Delete License Agreement ....................................................................................... 253 Print the License Agreement ................................................................................................... 254 Software License ......................................................................................................................... 255 Software Licenses ................................................................................................................... 255 Add Software License ............................................................................................................. 256 View Software License ............................................................................................................ 259 Edit/Delete Service Packs ....................................................................................................... 260 Attach Documents ................................................................................................................... 261 Service Packs .............................................................................................................................. 262 Service Packs.......................................................................................................................... 262 Edit and Delete Service Packs ................................................................................................ 263 Groups ........................................................................................................................... 264 Manage Groups ........................................................................................................................... 264 Creating New Group .................................................................................................................... 265 Removing Assets from Group ...................................................................................................... 266 Editing & Deleting Groups ........................................................................................................... 267 PURCHASE ........................................................................................................... 268 Purchase ....................................................................................................................... 268 View Purchase Order based on Filters ........................................................................... 269 Creating a New Purchase Order .................................................................................... 270 Viewing a Purchase Order ............................................................................................. 272 Editing a Purchase Order ............................................................................................... 273 PO Approval Process ..................................................................................................... 274 Order PO from Vendor ................................................................................................... 275 Receiving PO Items ....................................................................................................... 276 Reconcile PO Items ....................................................................................................... 278 Add Invoice details and Notification ............................................................................... 279 Add Payment details and Notification ............................................................................. 281 E-mailing the PO Owner ................................................................................................ 283 E-mailing the Vendor ..................................................................................................... 284 Zoho Corporation Pvt. Ltd. 6 ManageEngine ServiceDesk Plus MSP – Admin Guide Printing a Purchase Order ............................................................................................. 285 Deleting a Purchase Order ............................................................................................ 286 Searching in Purchase ................................................................................................... 287 Purchase Default Values ............................................................................................... 288 Purchase Order Additional Fields................................................................................... 289 General Ledger Code (GL Code) ................................................................................... 290 Cost Centre ................................................................................................................... 291 Notification Rules ........................................................................................................... 292 CONTRACTS ......................................................................................................... 293 Contracts ....................................................................................................................... 293 About Contracts ............................................................................................................. 294 Creating a New Contract ................................................................................................ 295 Viewing a Contract ......................................................................................................... 297 Editing and Deleting Contracts ....................................................................................... 298 Viewing Contract Owner Details .................................................................................... 299 Renewing a Contract ..................................................................................................... 300 Print Preview of Contract ............................................................................................... 302 E-mailing the Contract Owner ........................................................................................ 303 E-mailing the Vendor ..................................................................................................... 304 Searching Contracts ...................................................................................................... 305 SOLUTIONS .......................................................................................................... 306 Solutions ........................................................................................................................ 306 About Solutions .............................................................................................................. 307 Adding a New Solution ................................................................................................... 308 Viewing Solution Details ................................................................................................ 309 Editing a Solution ........................................................................................................... 311 Submit for Approval ....................................................................................................... 312 Approve/Reject Solution ................................................................................................ 314 Delete Solutions ............................................................................................................. 315 Search in Solutions ........................................................................................................ 316 Browsing Solutions by Topic .......................................................................................... 317 Managing Topics ........................................................................................................... 318 Managing Topics .......................................................................................................................... 318 Adding a New Topic ..................................................................................................................... 318 Renaming a Topic ........................................................................................................................ 318 Moving a Topic ............................................................................................................................. 319 Deleting a Topic ........................................................................................................................... 319 BILLING ................................................................................................................. 320 Zoho Corporation Pvt. Ltd. 7 ManageEngine ServiceDesk Plus MSP – Admin Guide Bill Generation ............................................................................................................... 320 View Bill ......................................................................................................................... 320 Mark Bill as Paid ............................................................................................................ 320 Regenerate Bill .............................................................................................................. 320 CONFIGURATIONS ............................................................................................... 322 Configurations................................................................................................................ 322 MSP Configuration ......................................................................................................... 323 MSP Configuration ....................................................................................................................... 323 Configuring Organization Details ................................................................................................. 324 Configuring Mail Server Settings ................................................................................................. 325 Configuring Roles ........................................................................................................................ 331 Configuring Technicians .............................................................................................................. 334 Configuring Groups ...................................................................................................................... 339 Configuring Leave Types ............................................................................................................. 341 Remote Assistance Setup ........................................................................................................... 342 Technician Auto Assign ............................................................................................................... 343 Configuring Service Plan ............................................................................................................. 345 Configuring MSP Sites ................................................................................................................. 347 Configuring Operational Hours for MSP Sites ............................................................................. 349 Configuring Holidays for MSP sites ............................................................................................. 351 Configuring Departments for MSP sites ...................................................................................... 353 Configuring Business Rules for an MSP's site ............................................................................ 354 Configuring Service Level Agreements for MSP Sites ................................................................ 358 Configuring Preventive Maintenance tasks for MSPs ................................................................. 362 Configuring MSP Requesters ...................................................................................................... 364 Helpdesk Configurations ................................................................................................ 369 Helpdesk Configurations .............................................................................................................. 369 Request Form Customizer ........................................................................................................... 370 Request Form Customizer ...................................................................................................... 370 Configuring Category .............................................................................................................. 371 Editing & Deleting Category .................................................................................................... 373 Configuring Status ................................................................................................................... 375 Configuring Level .................................................................................................................... 377 Configuring Mode .................................................................................................................... 378 Adding New Impact ................................................................................................................. 379 Adding New Urgency .............................................................................................................. 380 Configuring Priority .................................................................................................................. 381 Priority Matrix .......................................................................................................................... 383 Configuring Request Type ...................................................................................................... 384 Zoho Corporation Pvt. Ltd. 8 ManageEngine ServiceDesk Plus MSP – Admin Guide Configuring Additional Fields .................................................................................................. 385 Request Closure Code ............................................................................................................ 387 Request Closing Rules ............................................................................................................ 389 Configuring Notification Rules ..................................................................................................... 390 Incident Template ........................................................................................................................ 393 Configuring Request Settings ...................................................................................................... 399 Reply Template ............................................................................................................................ 400 Task Template ............................................................................................................................. 401 Service Catalog ............................................................................................................................ 402 Service Catalog ....................................................................................................................... 402 Service Catalog - Service Categories ..................................................................................... 404 Service Catalog - Additional Fields ......................................................................................... 406 Service Catalog - Service Level Agreement ........................................................................... 408 Service Catalog - Service Items .............................................................................................. 410 Configuring Requester - Additional Fields ................................................................................... 419 Configuring Technician - Additional Fields .................................................................................. 421 Account Configuration .................................................................................................... 423 Account Configuration.................................................................................................................. 423 Configuring Accounts ................................................................................................................... 424 Configuring Regions .................................................................................................................... 426 Configuring Sites .......................................................................................................................... 427 Configuring Operational Hours .................................................................................................... 429 Configuring Holidays .................................................................................................................... 431 Configuring Department ............................................................................................................... 433 Configuring Business Rules ......................................................................................................... 434 Configuring Service Level Agreements ....................................................................................... 437 Preventive Maintenance .............................................................................................................. 441 IT Services ................................................................................................................................... 443 Configuring Active Directory Authentication ................................................................................ 444 Configuring LDAP authentication ................................................................................................. 446 Configuring Requesters ............................................................................................................... 448 User Groups ................................................................................................................................. 453 Configuring Contract Billing ......................................................................................................... 455 Problem/Change Management ...................................................................................... 458 Problem/Change Management .................................................................................................... 458 Problem Additional Fields ............................................................................................................ 459 Problem Closure Rules ................................................................................................................ 460 Change Type ............................................................................................................................... 461 Change Status ............................................................................................................................. 462 Change Advisory Board ............................................................................................................... 463 Zoho Corporation Pvt. Ltd. 9

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ManageEngine ServiceDesk Plus MSP – Admin Guide Table of Contents INTRODUCTION ...................................................................................................... 12 System Requirements ...................................................................................................... 14 Installation and Getting Started ........................................................................................ 15 Database Configuration ................................................................................................... 23 Uninstalling ServiceDesk Plus - MSP ............................................................................... 29 Registering ServiceDesk Plus - MSP ............................................................................... 30 Contacting ManageEngine ............................................................................................... 31 HOME ...................................................................................................................... 34 Login Home page ............................................................................................................ 34 My Tasks ......................................................................................................................... 38 Publishing Announcements.............................................................................................. 40 Scheduler ........................................................................................................................ 42 My Schedule .................................................................................................................................. 43 Technician Availability Chart .......................................................................................................... 47 Reminders ....................................................................................................................... 52 License Expiry Alert ......................................................................................................... 54 DASHBOARD .......................................................................................................... 55 REQUEST ................................................................................................................ 59 Requests ......................................................................................................................... 59 Request List View ............................................................................................................ 60 Creating a New Request .................................................................................................. 62 Providing Request Details ............................................................................................................. 62 Selecting the Requester ................................................................................................................ 62 Assigning Request to Group/Technician ....................................................................................... 63 Classifying Request Category ....................................................................................................... 63 Describe Request .......................................................................................................................... 64 Add Attachments to the Request ................................................................................................... 64 Adding Resolution for a Request ................................................................................................... 64 Additional Request Details ............................................................................................................. 64 Quick Create .................................................................................................................................. 65 Change Template .......................................................................................................................... 65 Modes of Creating a Request ........................................................................................................ 65 Raise a Service Request ................................................................................................. 67 Creating Custom Views ................................................................................................... 70 Viewing a Request ........................................................................................................... 72 Viewing Request Details ................................................................................................................ 73 Zoho Corporation Pvt. Ltd. 1 ManageEngine ServiceDesk Plus MSP – Admin Guide Viewing Requester Details ............................................................................................................. 73 Viewing Conversations .................................................................................................................. 73 Viewing Discussion Notes ............................................................................................................. 73 Cost of a Request .......................................................................................................................... 73 Viewing Resolution ........................................................................................................................ 75 Viewing History .............................................................................................................................. 76 Editing a Request ............................................................................................................ 77 Closing Requests ............................................................................................................. 78 Picking up Requests ........................................................................................................ 79 Assigning a Technician for the Request ........................................................................... 80 Unassigning a Technician from a Request ....................................................................... 82 Start / Stop Request Timer .............................................................................................. 83 Adding Notes ................................................................................................................... 84 Tasks ............................................................................................................................... 85 Merging a Request .......................................................................................................... 88 Link Requests .................................................................................................................. 90 Copying a Request .......................................................................................................... 93 Deleting Requests ........................................................................................................... 94 Printing the Request ........................................................................................................ 95 Adding a Resolution ......................................................................................................... 96 Searching Solutions ......................................................................................................... 97 Submit For Approval ........................................................................................................ 98 Viewing Requester Details ............................................................................................. 100 E-mail the Requester ..................................................................................................... 101 Forward the Request ..................................................................................................... 103 E-mail the Technician .................................................................................................... 104 SMS the Technician ....................................................................................................... 105 Request Conversations .................................................................................................. 106 Viewing Requests Based on Filters ................................................................................ 107 Auto Refresh of RequestList page ............................................................................................... 107 My Group ..................................................................................................................................... 107 Requests ...................................................................................................................................... 108 My Open Or Unassigned Requests ........................................................................................ 108 Unassigned Requests ............................................................................................................. 109 Unassigned Due Requests ..................................................................................................... 109 My Open Requests ................................................................................................................. 109 My Requests On Hold ............................................................................................................. 109 My Overdue Requests ............................................................................................................ 109 My Pending Requests ............................................................................................................. 109 Zoho Corporation Pvt. Ltd. 2 ManageEngine ServiceDesk Plus MSP – Admin Guide My Requests Due Today ......................................................................................................... 109 My Completed Requests ......................................................................................................... 109 Open Requests ....................................................................................................................... 109 Requests On Hold ................................................................................................................... 109 Overdue Requests .................................................................................................................. 110 Requests Due Today .............................................................................................................. 110 Pending Requests ................................................................................................................... 110 Completed Requests ............................................................................................................... 110 All Requests ............................................................................................................................ 110 My Hardware View .................................................................................................................. 110 My View ....................................................................................................................................... 110 Sorting Requests by Column ....................................................................................................... 111 Customizing Request List View ...................................................................................... 112 Searching Requests ...................................................................................................... 113 Multi site on Requests .................................................................................................... 114 MOBILE CLIENT ................................................................................................... 116 PROBLEMS ........................................................................................................... 125 Problem Management .................................................................................................... 125 Creating a New Problem ................................................................................................ 126 Viewing Problem Details ................................................................................................ 127 Editing a Problem .......................................................................................................... 128 Closing Problem ............................................................................................................ 129 Picking Up Problem ....................................................................................................... 130 Assigning Technician ..................................................................................................... 131 Problem Analysis ........................................................................................................... 133 Problem Solutions .......................................................................................................... 134 Adding Notes ................................................................................................................. 135 Adding Tasks ................................................................................................................. 136 Adding Work Logs ......................................................................................................... 138 Deleting Problem ........................................................................................................... 140 Associating Incidents to a Problem ................................................................................ 141 Associating Changes to Problem ................................................................................... 142 Adding Reminders ......................................................................................................... 143 Viewing Reminders ........................................................................................................ 144 Publishing Announcements............................................................................................ 146 Send Notifications .......................................................................................................... 148 Printing Problem ............................................................................................................ 149 CHANGES ............................................................................................................. 150 Zoho Corporation Pvt. Ltd. 3 ManageEngine ServiceDesk Plus MSP – Admin Guide Change Management .................................................................................................... 150 Creating New Change .................................................................................................... 151 Forward Schedule of Change ........................................................................................ 152 Viewing Change Details ................................................................................................. 156 Editing a Change ........................................................................................................... 158 Printing Change ............................................................................................................. 159 Adding Notes ................................................................................................................. 160 Adding Reminders ......................................................................................................... 161 Viewing Reminders ........................................................................................................ 162 Adding Tasks ................................................................................................................. 164 Adding Work Logs ......................................................................................................... 165 Assigning Technician to a Change ................................................................................. 166 Picking Up Change ...................................................................................................................... 167 Closing Change ........................................................................................................................... 168 Deleting Change .......................................................................................................................... 169 Associating Incidents to a Change .............................................................................................. 170 Associating Problems to a Change .............................................................................................. 171 Publishing Announcements ......................................................................................................... 172 Send Notifications ........................................................................................................................ 174 Change Planning ......................................................................................................................... 175 Recommending Change by CAB ................................................................................................. 177 Approving Change by the Change Manager ............................................................................... 179 ASSETS ................................................................................................................. 180 Assets ............................................................................................................................ 180 IT Assets ........................................................................................................................ 181 IT Assets ...................................................................................................................................... 181 Adding IT Asset ............................................................................................................................ 182 Editing Assets .............................................................................................................................. 184 Adding Assets to Group ............................................................................................................... 185 Assigning Assets to Department/Site .......................................................................................... 186 Modifying State for IT Assets ....................................................................................................... 187 Change log-in Credentials for bulk of IT Assets .......................................................................... 188 Bulk Scan of IT Assets ................................................................................................................. 189 Deleting Assets ............................................................................................................................ 190 Importing Asset details From CSV ............................................................................................... 191 Viewing IT Asset Details .............................................................................................................. 192 Copying Assets ............................................................................................................................ 194 Attaching Assets .......................................................................................................................... 195 Attach Component ....................................................................................................................... 196 Attach Documents ........................................................................................................................ 197 Zoho Corporation Pvt. Ltd. 4 ManageEngine ServiceDesk Plus MSP – Admin Guide Assigning IT Asset to User/Department/Asset ............................................................................ 198 Add New Workstation .................................................................................................................. 199 Bulk Scan of Newly Added Workstation ...................................................................................... 200 Changing Workstation As Server ................................................................................................. 201 Viewing Workstation Details ........................................................................................................ 202 Print Preview of Workstation Details ............................................................................................ 205 Modify Type ................................................................................................................................. 206 Adding Software ........................................................................................................................... 207 Deleting Workstations .................................................................................................................. 208 Remote Desktop Sharing ............................................................................................... 209 Components .................................................................................................................. 215 Components ................................................................................................................................. 215 Adding Components .................................................................................................................... 216 Adding Components to Group ..................................................................................................... 217 Deleting Components .................................................................................................................. 218 Viewing Components Details ....................................................................................................... 219 Copying Resources ...................................................................................................................... 221 Editing Components..................................................................................................................... 222 Associate Assets to Components ................................................................................................ 223 Attach Documents ........................................................................................................................ 224 Non-IT Assets ................................................................................................................ 225 Non IT Assets .............................................................................................................................. 225 Adding Non-IT Asset .................................................................................................................... 226 Editing Non-IT Assets .................................................................................................................. 227 Adding Non-IT Assets to Group ................................................................................................... 228 Assigning Bulk Non-IT Assets to Department/Site ...................................................................... 229 Modifying the State of Non-IT Assets .......................................................................................... 230 Deleting Non-IT Asset .................................................................................................................. 231 Viewing Non-IT Assets Details .................................................................................................... 232 Assigning Non-IT Assets to Users and/or Department ................................................................ 234 Copying Resources ...................................................................................................................... 235 Attaching Assets .......................................................................................................................... 236 Attach Component ....................................................................................................................... 237 Attach Documents ........................................................................................................................ 238 Software Asset Management ......................................................................................... 239 Software Asset Management ....................................................................................................... 239 Scanned Software ........................................................................................................................ 240 Scanned Software ................................................................................................................... 240 Adding New Software .............................................................................................................. 241 Viewing Software Details ........................................................................................................ 242 Zoho Corporation Pvt. Ltd. 5 ManageEngine ServiceDesk Plus MSP – Admin Guide Changing Software Type ......................................................................................................... 244 Changing Software Category .................................................................................................. 245 Deleting Software .................................................................................................................... 246 Associating Software Minor Versions ..................................................................................... 247 Emailing Users ........................................................................................................................ 248 Software Summary ...................................................................................................................... 249 License Agreement ...................................................................................................................... 250 License Agreement ................................................................................................................. 250 Edit and Delete License Agreement ....................................................................................... 253 Print the License Agreement ................................................................................................... 254 Software License ......................................................................................................................... 255 Software Licenses ................................................................................................................... 255 Add Software License ............................................................................................................. 256 View Software License ............................................................................................................ 259 Edit/Delete Service Packs ....................................................................................................... 260 Attach Documents ................................................................................................................... 261 Service Packs .............................................................................................................................. 262 Service Packs.......................................................................................................................... 262 Edit and Delete Service Packs ................................................................................................ 263 Groups ........................................................................................................................... 264 Manage Groups ........................................................................................................................... 264 Creating New Group .................................................................................................................... 265 Removing Assets from Group ...................................................................................................... 266 Editing & Deleting Groups ........................................................................................................... 267 PURCHASE ........................................................................................................... 268 Purchase ....................................................................................................................... 268 View Purchase Order based on Filters ........................................................................... 269 Creating a New Purchase Order .................................................................................... 270 Viewing a Purchase Order ............................................................................................. 272 Editing a Purchase Order ............................................................................................... 273 PO Approval Process ..................................................................................................... 274 Order PO from Vendor ................................................................................................... 275 Receiving PO Items ....................................................................................................... 276 Reconcile PO Items ....................................................................................................... 278 Add Invoice details and Notification ............................................................................... 279 Add Payment details and Notification ............................................................................. 281 E-mailing the PO Owner ................................................................................................ 283 E-mailing the Vendor ..................................................................................................... 284 Zoho Corporation Pvt. Ltd. 6 ManageEngine ServiceDesk Plus MSP – Admin Guide Printing a Purchase Order ............................................................................................. 285 Deleting a Purchase Order ............................................................................................ 286 Searching in Purchase ................................................................................................... 287 Purchase Default Values ............................................................................................... 288 Purchase Order Additional Fields................................................................................... 289 General Ledger Code (GL Code) ................................................................................... 290 Cost Centre ................................................................................................................... 291 Notification Rules ........................................................................................................... 292 CONTRACTS ......................................................................................................... 293 Contracts ....................................................................................................................... 293 About Contracts ............................................................................................................. 294 Creating a New Contract ................................................................................................ 295 Viewing a Contract ......................................................................................................... 297 Editing and Deleting Contracts ....................................................................................... 298 Viewing Contract Owner Details .................................................................................... 299 Renewing a Contract ..................................................................................................... 300 Print Preview of Contract ............................................................................................... 302 E-mailing the Contract Owner ........................................................................................ 303 E-mailing the Vendor ..................................................................................................... 304 Searching Contracts ...................................................................................................... 305 SOLUTIONS .......................................................................................................... 306 Solutions ........................................................................................................................ 306 About Solutions .............................................................................................................. 307 Adding a New Solution ................................................................................................... 308 Viewing Solution Details ................................................................................................ 309 Editing a Solution ........................................................................................................... 311 Submit for Approval ....................................................................................................... 312 Approve/Reject Solution ................................................................................................ 314 Delete Solutions ............................................................................................................. 315 Search in Solutions ........................................................................................................ 316 Browsing Solutions by Topic .......................................................................................... 317 Managing Topics ........................................................................................................... 318 Managing Topics .......................................................................................................................... 318 Adding a New Topic ..................................................................................................................... 318 Renaming a Topic ........................................................................................................................ 318 Moving a Topic ............................................................................................................................. 319 Deleting a Topic ........................................................................................................................... 319 BILLING ................................................................................................................. 320 Zoho Corporation Pvt. Ltd. 7 ManageEngine ServiceDesk Plus MSP – Admin Guide Bill Generation ............................................................................................................... 320 View Bill ......................................................................................................................... 320 Mark Bill as Paid ............................................................................................................ 320 Regenerate Bill .............................................................................................................. 320 CONFIGURATIONS ............................................................................................... 322 Configurations................................................................................................................ 322 MSP Configuration ......................................................................................................... 323 MSP Configuration ....................................................................................................................... 323 Configuring Organization Details ................................................................................................. 324 Configuring Mail Server Settings ................................................................................................. 325 Configuring Roles ........................................................................................................................ 331 Configuring Technicians .............................................................................................................. 334 Configuring Groups ...................................................................................................................... 339 Configuring Leave Types ............................................................................................................. 341 Remote Assistance Setup ........................................................................................................... 342 Technician Auto Assign ............................................................................................................... 343 Configuring Service Plan ............................................................................................................. 345 Configuring MSP Sites ................................................................................................................. 347 Configuring Operational Hours for MSP Sites ............................................................................. 349 Configuring Holidays for MSP sites ............................................................................................. 351 Configuring Departments for MSP sites ...................................................................................... 353 Configuring Business Rules for an MSP's site ............................................................................ 354 Configuring Service Level Agreements for MSP Sites ................................................................ 358 Configuring Preventive Maintenance tasks for MSPs ................................................................. 362 Configuring MSP Requesters ...................................................................................................... 364 Helpdesk Configurations ................................................................................................ 369 Helpdesk Configurations .............................................................................................................. 369 Request Form Customizer ........................................................................................................... 370 Request Form Customizer ...................................................................................................... 370 Configuring Category .............................................................................................................. 371 Editing & Deleting Category .................................................................................................... 373 Configuring Status ................................................................................................................... 375 Configuring Level .................................................................................................................... 377 Configuring Mode .................................................................................................................... 378 Adding New Impact ................................................................................................................. 379 Adding New Urgency .............................................................................................................. 380 Configuring Priority .................................................................................................................. 381 Priority Matrix .......................................................................................................................... 383 Configuring Request Type ...................................................................................................... 384 Zoho Corporation Pvt. Ltd. 8 ManageEngine ServiceDesk Plus MSP – Admin Guide Configuring Additional Fields .................................................................................................. 385 Request Closure Code ............................................................................................................ 387 Request Closing Rules ............................................................................................................ 389 Configuring Notification Rules ..................................................................................................... 390 Incident Template ........................................................................................................................ 393 Configuring Request Settings ...................................................................................................... 399 Reply Template ............................................................................................................................ 400 Task Template ............................................................................................................................. 401 Service Catalog ............................................................................................................................ 402 Service Catalog ....................................................................................................................... 402 Service Catalog - Service Categories ..................................................................................... 404 Service Catalog - Additional Fields ......................................................................................... 406 Service Catalog - Service Level Agreement ........................................................................... 408 Service Catalog - Service Items .............................................................................................. 410 Configuring Requester - Additional Fields ................................................................................... 419 Configuring Technician - Additional Fields .................................................................................. 421 Account Configuration .................................................................................................... 423 Account Configuration.................................................................................................................. 423 Configuring Accounts ................................................................................................................... 424 Configuring Regions .................................................................................................................... 426 Configuring Sites .......................................................................................................................... 427 Configuring Operational Hours .................................................................................................... 429 Configuring Holidays .................................................................................................................... 431 Configuring Department ............................................................................................................... 433 Configuring Business Rules ......................................................................................................... 434 Configuring Service Level Agreements ....................................................................................... 437 Preventive Maintenance .............................................................................................................. 441 IT Services ................................................................................................................................... 443 Configuring Active Directory Authentication ................................................................................ 444 Configuring LDAP authentication ................................................................................................. 446 Configuring Requesters ............................................................................................................... 448 User Groups ................................................................................................................................. 453 Configuring Contract Billing ......................................................................................................... 455 Problem/Change Management ...................................................................................... 458 Problem/Change Management .................................................................................................... 458 Problem Additional Fields ............................................................................................................ 459 Problem Closure Rules ................................................................................................................ 460 Change Type ............................................................................................................................... 461 Change Status ............................................................................................................................. 462 Change Advisory Board ............................................................................................................... 463 Zoho Corporation Pvt. Ltd. 9

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ManageEngine ServiceDesk Plus MSP – Admin Guide Hour', then you can configure different charges for different time periods such as
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