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Frequently Asked Questions


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Frequently asked questions

» Request Module» Admin Module» General Module
» Asset Module» Licensing & Others» Service Catalog & Desktop Central

Request Module

Request Creation

  1. How do I convert an Email into a Request?
  2. Is it possible to disable the Quick creating option of creating request?

Request Handling

  1. I am a Technician and every morning I log into ServiceDesk Plus - MSP, I can see many tasks assigned to me. But I do not know to which request the tasks belong. How do I figure it out?
  2. How do I merge requests?
  3. Why is the accounts combo-box disabled when I am editing a request?
  4. If a request is split from the parent request, will the child request contain all the notes, resolution and worklog that was added to the parent request?
  5. How do I change the overdue time of a request?
  6. Technician go around places and resolves the issues, due to which the exact time taken to resolve cannot be calculated. What option can be suggested for this scenario?

Request Customization

  1. I want all requests in my application to start from Request Id 19001 instead of default request Ids assigned by ServiceDesk Plus - MSP. How do I change the Request id number?
  2. I need to create some filters for viewing tickets say, tickets of only high priority. How can this be enabled in ServiceDesk Plus - MSP?
  3. Can certain fields, such as Adding Work Log, be made mandatory before closing a request?

Request Configurations

  1. My requesters will send e-mail requests to their own account's support address. How can I create requests from these mails?
  2. What happens when a requester sends a mail directly to my(MSP's) e-mail address?
  3. How do I set the default currency in the work logs say, £ instead of $?

Request Closure

  1. What is Automated Close? How it is related to resolved status ?
  2. How do I disable the 'Close Request' (yes/no) popup while closing a request?
  3. How can a requester re-open a resolved request if the resolution provided is unsatisfactory?

Request Creation

  1. How do I convert an Email into a Request?
    1. Create an email account, say "ServiceDesk" in your mail server. Configure a password for this account.
    2. Configure the settings in ServiceDesk Plus - MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as "servicedesk@yourdomain.com" and the username as "ServiceDesk". Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
    3. For each account, create a mail alias in the mail server which maps to the email address "servicedesk@yourdomain.com". Eg: account1-support@yourdomain.com as an alias for Account1 which maps to "servicedesk@yourdomain.com".
    4. When creating accounts, for each account, enter the mail alias that you created for that account as the 'support e-mail address'. This is the address to which the requesters from an account will send their e-mail requests.
    5. Once a requester sends a mail, it will be received at the mail server
    6. ServiceDesk Plus - MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.
    Back to Questions
  2. Is it possible to disable the Quick creating option of creating request ? 
    Yes, it is possible to disable the Quick create option. It is available as a configurable option under Admin -> Self Service Portal Settings.Back to Questions

Request Handling

  1. I am a Technician and every morning I log into ServiceDesk Plus - MSP, I can see many tasks assigned to me. But I do not know to which request the tasks belong. How do I figure it out?In the Home tab under the Task block, click on 'Show All' button which takes you to the Task details screen that gives a detailed information about the task.Back to Questions
  2. How do I merge requests?ServiceDesk Plus - MSP helps you to merge 2 or more requests and combine them into a single request. Requests can be merged from the request list view page and from a request details page. The following two examples will help you in understanding the merging technique and after the merging process which request will be the parent request.
    a) I'm in the Request List view screen where I'm able to view all the requests in the helpdesk. I'm going to merge 2 requests say, Request id 10 and 7. So I select the check box beside these requests and click on the Merge button. Which request id will be the parent request? 
    a)7 
    b)10 
    c)none 
    Answer -> a 
    If you merge two requests from the request list view, then the older request will be the parent request and the new request will be the child request. In other words, the newly added request is merged with the old request. 

    b) I'm in the request details page of Request id 7. I choose 'Merge Request' option under the Actions button to merge this request with Request id 10. Which request id will be the parent request? 
    a)7 
    b)10 
    c)none 
    Answer -> b 
    Note: In the requests list view page, there is no restriction on merging requests across accounts. When you do this, both requests will be merged and will belong to the same account as that of the older request. So, the request for the account with the greater request number is actually lost. Hence, merging of requests across accounts should not be done.
    Back to Questions
  3. Why is the accounts combo-box disabled when I am editing a request?Once a request is created, it cannot be moved to a different account. The accounts combo-box is disabled to prevent you from accidentally changing the account for a request.Back to Questions
  4. If a request is split from the parent request, will the child request contain all the notes, resolution and worklog that was added to the parent request?No. All the notes, resolution and worklog added in the parent request will not be associated to the child request.Back to Questions
  5. How do I change the overdue time of a request?This is a Service Level Agreement configuration which can be configured according to your convenience.
    Go to Admin -> Service Level Agreement -> edit the given SLA and change the resolution time accordingly so that you can have the desired time frame before a request becomes overdue.
    Back to Questions
  6. Technician go around places and resolves the issues, due to which the exact time taken to resolve cannot be calculated. What option can be suggested for this scenario?Technicians can start using the Add Work Log functionality of ServiceDesk Plus - MSP which helps in calculate the exact time spent by a technician on an Incident.Back to Questions

Request Customization

  1. I want all requests in my application to start from Request Id 19001 instead of default request Ids assigned by ServiceDesk Plus - MSP. How do I change the Request id number?Follow the instructions given below to change the request id number,
    1. Connect to mysql database as follows:
      From the command prompt, C:\ > cd ManageEngine\ServiceDesk-MSP\mysql\bin
      mysql.exe -u root -P 33366 servicedesk
      Note: For MS SQL connect to the Query analyzer of the SQL server
    2. Create a dummy workorder as follows:
      mysql> insert into workorder (WORKORDERID, REQUESTERID) values (19000,2);
      [ 19000 is the dummy workorder id number to start the requestid from 19001. 2 is a valid requester id. You may have to check the AaaUser for a valid requester id. Rest of the values can be the same as shown above ]
    3. Restart ManageEngine ServiceDesk Plus - MSP service.
      Note: Existing request id numbers cannot be changed. The new request id will start from 19001.
    Back to Questions
  2. I need to create some filters for viewing tickets say, tickets of only high priority. How can this be enabled in ServiceDesk Plus - MSP?You can use the custom filter icon in the request list view page to create custom views in such a way that tickets based on the filter is listed. The filters can also be made private. [  Screenshot ]Back to Questions
  3. Can certain fields, such as Adding Work Log, be made mandatory before closing a request?Yes it is possible under Admin -> Helpdesk Customizer -> Request closing rules. Request closing rules can be used to select the mandatory fields to be filled in by the technicians while closing the requests.Back to Questions

Request Configurations

  1. My requesters will send e-mail requests to their own account's support address. How can I create requests from these mails?
    1. When creating accounts, for each account, enter the 'support e-mail address'. This is the address to which the requesters from an account will send their e-mail requests. Eg: support@myaccount.com
    2. At the mail server of each account, configure the server such that mails received on the support e-mail address are forwarded to the e-mail address that you have configured under Admin -> Mail Server Settings -> Incoming -> Email address
    3. Once a requester sends a mail, it will be received at the corresponding account's support e-mail address, this will be forwarded to your e-mail address.
    4. ServiceDesk Plus - MSP will fetch emails at regular intervals from your e-mail account and automatically convert them into tickets.
    Back to Questions
  2. What happens when a requester sends a mail directly to my(MSP's) e-mail address?If the 'from' e-mail address of the e-mail matches any of the existing requester's e-mail addresses, a request for that requester will be created. Otherwise, a new request and new requester will be created who will not be assigned to any account. The administrator can view this request and requester when he selects 'All Accounts' under the requests and Admin->Requesters page respectively. The administrator has to edit the request and the requester and assign them to the correct site and account.Back to Questions
  3. How do I set the default currency in the work logs say, £ instead of $?Go to Admin-> Self Service Portal Settings and change the default currency from $ to £.Back to Questions

Request Closure

  1. What is Automated Close? How it is related to resolved status?According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure. 
    i) Create and Educate users about your closure policies 
    You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the incident closure. 
    ii) ServiceDesk Plus - MSP helps you with Incident Closure 
    Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus - MSP will send an email to the requester asking if the resolution helped. If the users does not respond within 2 days the request will be automatically closed. 
    Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status. 
    To configure Automated Close, select Admin -> Helpdesk customizer -> Request closing rules.
    [ 
     Screenshot ]
    Back to Questions
  2. How do I disable the 'Close Request' (yes/no) popup while closing a request in the latest version?According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. This is the reason for displaying the pop up when you close an incident. It is an ITIL best practice. But for your convenience we are providing an option to disable it 
    You can disable this option under Admin -> Helpdesk Customizer -> Request Closing Rules -> Confirm User Acknowledgment section.
    Back to Questions
  3. How can a requester re-open a resolved request if the resolution provided is unsatisfactory?Enable the notification rule 'Email User when a Request is Resolved' under Admin ->Notification Rule, to send an email to the requester when the technician changes the request Status to 'Resolved'. The user can look into the resolution provided by the technician in the email. A Close Request link will be available with which, the requester can close the request raised by him. If the resolution provided by the technician is unsatisfying, then the requester can reply back to the notification mail to reopen the request.Back to Questions

Was your question answered here? 
Check the other FAQ modules or you can contact our support team at 
msp-servicedeskplus-support@manageengine.com


Service Catalog:


1.) Is there a demo video on Service Catalog available online?


You can access the Service Catalog demo video on your ServiceDesk Plus – MSP application under Admin-> Service Catalog->View Demo. You can access the same video from the website using the link below,


http://www.manageengine.com/products/service-desk-msp/service-catalog.html



2.) What is a Service Catalog and why should I configure it?


A Service Catalog enables you to display the services offered to your end-users. Some of the most common day-to-day IT services required by users are, installation, relocation, provision of internet access and email access, virus protection, provision of hardware and software, mail server and account management.


The Service Catalog improves the operational efficiency of your support team by managing the service delivery process from approval to fulfill. You can also define the time involved for delivery of each service item and bind it with a Service Level Agreement. Service Catalog enables you to create, maintain, assign approvers, define processes, deploy and monitor all your services.



3.) What is the difference between Incidents and Service Request?


In ServiceDesk Plus – MSP, the term 'Request' is used to refer both the Incident and Service Request collectively.


An Incident denotes an unplanned interruption to an IT Service or a reduction in the Quality of an IT Service which might affect the user, a group of users or the business itself.


Examples: The system response time is slow, Unable to login to CRM tool, the payroll server is down.


Service Requests are requests raised by the user for information or advice, or for Standard Change or access to an IT service.


Examples: Need a new laptop, Require a user manual, Need access to a report, Reset a password.  



4.) Where can I manage the Service Categories?


You can manage the Service Categories under Admin -> Service Catalog -> Manage -> Service Categories. You can add, edit or delete a Service Category from this page. You can also set an icon for the Service Category from the list of available icons or you can upload a new icon for the same.





5.) How do I manage the Additional Fields in Service Catalog?


In Service Catalog, you can create two types of additional fields.


a.) Common additional fields, and

b.) Service Category specific additional fields.


Common Additional fields are custom fields which can be created and used on every service template across all Service Categories. You can add 24 Text fields, 8 Date/Time fields and 8 Numeric fields.


Service Category specific additional fields are custom fields which can be created and used on services under a specific Service Category. The additional fields under every Service Category has 24 Text fields, 8 Date/Time fields and 8 Numeric fields.



The two ways of creating Additional fields are,


1.) Goto Admin->Service Catalog->Manage->Additional Fields and create the additional fields and then later add them under the respective service template.


 


b.) You can add the additional field from each service template under Admin->Service Catalog. While you are on the template, drag the 'Add New Field' option onto the canvas which gives you the option to add the additional field.



 




6.) What can I configure from the 'Resource Info' section under the 'Form Designer' tab of the Service Template?


Resource Info is a functionality which is similar to Additional Fields but provides more options to collect the necessary details about the requested service from the user. You can collect the information by framing simple yes or no questions, questions with drop down selection, check boxes and plain text boxes. The drop down selection has the ability to sync with the Asset Management module to provide asset information on the drop down list. The questions can also be divided into different sections for a more organized view.


7.) How do I configure the Approvers list for a service template?


You can configure approvers for a service template under the Work Flow tab. The approver can be a requester or a technician with the permission to approve service requests. A user who is not registered in the application cannot be made as a service request approver.



8.) What happens when the $Dept_Head$ variable is selected as a service request approver?


The $Dept_Head$ variable is a dynamic pointer indicating the Head of the Department of the user who is raising a service request. The Department Head has to be pre-configured for every department under Admin->Departments before you could use this variable. Once the Department Heads are configured, and the variable selected in the service template, the approvals for that service is automatically sent to the user’s Department Head when the service request is raised.


 



9.) Is it possible to disable the 'Technician Auto Assign' feature for Service Requests?


Yes, it is possible to turn off the 'Technician Auto Assign' feature for Service Requests alone but this has to be configured through the database by executing the query below (works for both MYSQL and MSSQL):


update globalconfig set paramvalue='true' where parameter='enable_tech_auto_assign';


10.) I want to restrict certain users, like users from a particular Department/Site, from access a specific service template. Is it possible in ServiceDesk Plus – MSP?


You can restrict users from accessing certain services by creating User Groups in the Admin module. The User Groups are account-based and can be created for Users/Requesters based on different criteria such as Sites, Department, Job Title, or you can even pick users individually for the group using the criteria Requester Name.


Once you have configured the User Groups, you need to select the Show to Requester option under the Form Designer tab of the service template; then select the user groups to which you want to show this service.




11.) Does the SLAs for Incidents apply for Service Requests as well?


The SLAs defined under Admin--> Service Level Agreements are applicable only for Incidents and not to Service Requests.


In Service Catalog, a static SLA has to be assigned to every service template under the Work Flow tab for each account.


 



The SLAs can also be managed from the Admin->Service Catalog->Manage->Service Level Agreements.


 




12.) Can I merge or link Service Requests?


You can link two or more Service Requests using the 'Link Requests' feature. Once the Service Requests are linked, the Notes, Worklogs and Resolution can be copied to all the linked requests from the parent request. It is also possible to link between Service Requests and Incidents. But as of now, ServiceDesk Plus does not support merging of two Service Requests.


 


13.) Can I raise Service Requests via e-mail?


Service Requests cannot be created through e-mail. You have to login to the Self-Service Portal, browse through the services and submit your service request.


14.) Is it possible to create a Change from a Service Request?


It is possible to create a Change from a Service Request but it's not possible to create a Problem from a Service Request or associate a Problem to a Service Request.


15.) How do I associate multiple Accounts to a service?


Goto Admin -> Service Category and select a service under a Service Category. In the service form, select the accounts to associate this service. The selected accounts would be able to view the service template.




 


16.) How do I copy an SLA to multiple Accounts?


Goto Admin -> Service Catalog and select a service under a Service Category. Select an Account under the Work Log tab and select an SLA for the service template. Click Copy to Account(s) link to copy the selected SLA to other accounts.



 


This can also be done from the Admin->Service Catalog->Manage->Add SLA/Choose the SLA from the check box->Actions and click on Copy To Accounts as shown below.



 


==============================================================



Desktop Central Integration:


1. What is Desktop Central?


Desktop Central is another software from ManageEngine. It is a web-based Windows server and Desktop Management software that helps in managing thousands of servers/desktops from a central location. It automates the complete desktop management life cycle ranging from a simple system configuration to complex software deployment. With its network-neutral architecture, the administrator can easily manage desktops in any Windows network like Active Directory, Workgroup, or other directory services.


To know more about Desktop Central, please use the below link.

http://www.manageengine.com/products/desktop-central/



2. What are the benefits of integrating ServiceDesk Plus - MSP with Desktop Central?


The benefits of integrating ServiceDesk Plus – MSP with Desktop Central (DC) are,


  1. Easy to deploy software on workstations

  2. Sync the IT Asset information on DC with ServiceDesk Plus – MSP




3. What is the version required for Integrating ServiceDesk Plus MSP with Desktop Central MSP?


Version 80034 and above of Descktop Central can be integrated with ServiceDesk Plus MSP.





4. What are the settings to configure in Desktop Central to make the integration possible?


Configure the settings under Admin->ServiceDesk Settings in Desktop Central with the following information:


a.) Service Desk Plus MSP's server name and Port number

b.) Communication Protocol

c.) API Key

d.) Features to Integrate.


 



5. What are the settings to configure in ServiceDesk Plus - MSP to make the integration possible?


STEP1: Configure the Desktop Central Server Settings under Admin->Desktop Central Server Settings.

STEP 2: Configure a separate Role to perform Desktop Central operations under Admin->Roles.

STEP 3: Assign the Role created under step 2 to a Technician under Admin->Technicians

STEP 4: Enable Template Actions under 'Work Flow' tab of a specific service template to install or uninstall the software.


6. The option to install/uninstall software under Work Flow tab -> Template Actions is grayed. How do I enable it?


To enable ‘Display Software Install/Uninstall option in Service Request Actions menu’ option on the service template, make sure you have configured the settings under Admin -> Desktop Central Server Settings.


 


Selecting the option "Display Software Install/Uninstall option in Service Request ‘Actions' menu” will display the 'Install/Uninstall software' option under the 'Actions' tab for the service request.


 


7.) Do technicians require special permission to install/uninstall software from the service request?


Yes, technicians require special permission to install/uninstall softwares from a service request. Once the integration is in place, you need to enable the advanced permission 'Install and Uninstall software', under Admin->Roles, and assign it to the technician.


 


8. How do I generate the API key for a technician?


Please follow the instructions provided in the below link to configure the API key.



http://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/general/desktop_central_settings.html#authentication


9. My Desktop Central is running in HTTPS mode and I got an error while configuring the Desktop Central Server Settings.


Please follow the solution provided in the below link to fix the above scenario.


http://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/general/desktop_central_settings.html#https







10. How does a technician know when a Software is Installed or Uninstalled using a Service Request?


Once the software installation/uninstallation task is performed by Desktop Central, the status 'executed' will be updated on the task under the respective service request in ServiceDesk Plus.


You can also enable a notification to the concerned technician regarding the update by enabling the notification "Notify Technician when a software Installation/Uninstallation task is updated" under Admin->Notification Rules.


 








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