ServiceDesk Plus On-Demand is easy to use and you can get your IT help desk up and running in minutes with a set of quick configurations. It is available in 15 different languages and in three editions namely Standard, Professional and Enterprise. Start exploring ServiceDesk Plus MSP with a 30-day free trial, including a live demo of the application.2 ServiceDesk Plus On-Demand is an online help desk software built on the ITIL framework with integrated asset management. Take advantage of powerful third-party and native integrations, asset management, advanced analytics, and more. Howeve r, if you can use Windows in your organization’s IT infrastructure, install Servic eDesk Plus on a Windows platform to enjoy the following bene ts: ough the product is supported by both 64-bit and 32-bit operating systems, we recom-1 ServiceDesk Plus On-Demand QUICK START GUIDEMillions of users globally rely on Atlassian products every day for improving software development, project management, collaboration, and code quality.Improve the way you deliver your services to your clients by managing all your clients in a single console. Technically, ServiceDesk Plus works equally well in both Windows and Linux platforms.Organization Settings - Enter information about your organization Go to Setup -> Company Details (Under organization settings section) -> Provide the basic information like name, address, and contact information of your organization. Incident management Create business rules and service level agreements Create incident templates 1.Basic Configurations A. Create accounts for users 3.2Download manageengine servicedesk plus. The screenshot below will give you a fair idea of how your customized application header will look. This logo will find place in all your reports, purchase orders, and application header. Your Company Logo: Upload the logo of your company under the Company Logo section.
![]() Create Accounts for Your Users The users of ServiceDesk Plus On-Demand are classified as Requesters and Technicians. You can filter out the spam mails (Ex: Out-of-Office) from getting into the application using the Spam Filter. To configure the mail server, Go to Setup -> Mail Server Settings (Under the Mail Settings section) -> Configure the incoming and outgoing mail settings. You can send and receive s from the application by configuring the mail server. Mail Server Settings The mail server configuration lets you to communicate with your users from within the application rather than using an external mail client. Provide the basic information like name, region, time zone, address, contact information, and related settings for your sites. Microsoft word for mac group images togetherTherefore, a Zoho account will be automatically created for each of the imported user. User management in ServiceDesk Plus On-Demand is powered by Zoho. 34 2.1.1 Import from Zoho Business Requesters can be imported into ServiceDesk Plus On-Demand from your AD/LDAP through a provisioning app. Manual addition Go to Setup -> Users (under the Users & Permissions section) -> Choose the desired option to add requesters. Import from Zoho Business 2. 2.1 Add Requesters Requesters can be added into the application in three ways. Step 2: Map the fields from the CSV to the application. Step 1: Browse and locate the file. Click on Import from CSV, choose the CSV file and map the respective fields in the CSV file to the application fields and start importing. ![]() ![]() Based on certain criteria, you can perform actions like assigning a technician, placing the ticket in a group, set priority and so on. 5.1 Configure Business Rules and Service Level Agreements Automate ticket workflow through Business Rules Business Rules help you to organize the incoming tickets and automate the ticket workflows. Configure the custom domain Go to Setup -> Self Service Portal Settings -> Domain Mapping -> Your Own Domain-> Choose the verified domain from the drop down and provide the domain detail Add a CNAME entry in your DNS Add a CNAME entry for your custom domain which should point to customer-sdpondemand.manageengine.com For the above example, support.mynewcompany.com must point to customer-sdpondemand.manageengine.com Check if you are able to access ServiceDesk Plus On-Demand using the customized domain 711 Processing and Response Workflow for Multi-site Support If the company uses ServiceDesk Plus On-Demand to manage the IT environment across various sites, and your end users prefer to create tickets via , then here s how your creation and response workflow would work. In this case, zb mynewcompany.com should point to domain.zoho.com for successful verification. Follow the below steps to configure, Add and verify your domain Login to ManageEngine ServiceDesk Plus On-Demand using your organization admin s credentials Go to Setup -> Organization Details -> Domains Details-> Add Domain -> Save 67 Click to Verify your domain Note: The highlighted unique CName Alias along with your domain should point towards domain.zoho.com. Servicedesk Serial Manner WhenThese incident templates help your users to raise the incidents quickly with all the necessary fields getting populated automatically. Configure Incident Templates As an administrator, you can create a set of templates for the frequently created incidents and share with your users. 1213 To configure an SLA, Go to Setup -> Service Level Agreements (under the Automation section) -> New SLA (For incidents and Service Requests) 5.2. To enable Technician Auto Assign, Go to Setup -> Technician Auto Assign (Under the Automation section) -> Provide the configurations based on your requirement Service Level Agreements Service Level Agreements define the timeframe within which a ticket has to be responded and resolved. Technician Auto Assign follows two methods, Round Robin Load Balancing Tickets are assigned to the technician in a serial manner when you have chosen the Round Robin method whereas the application assigns technicians based on the number of open or pending tickets when you choose Load Balancing. 1112 Auto Assign Tickets Apart from the Business Rules, you can also use Technician Auto Assign to assign a technician automatically to a ticket. Now that you are done with the basic configurations, you can create tickets and start using ServiceDesk Plus On-Demand to manage them. Configure the fields such as priority, impact, mode, etc so that when the users create an incident using this template, they need not spend time in configuring these fields every time.
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