AdventNet ManageEngine ServiceDesk Plus :: User Guide
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Table Of Contents
INTRODUCTION ........................................................................................................ 3
REQUEST .................................................................................................................. 4
Requests.............................................................................................................................. 4
Creating a New Request...................................................................................................... 5
Additional Request Details............................................................................................................... 5
Requester Details ............................................................................................................................ 5
Classifying Request Category......................................................................................................... 5
Prioritizing Request.......................................................................................................................... 5
Describe Request ............................................................................................................................ 5
Add Attachments to the Request..................................................................................................... 6
Modes of Creating a Request.......................................................................................................... 6
Viewing a Request...............................................................................................................7
Printing the Request............................................................................................................8
Adding Notes ....................................................................................................................... 9
Viewing Request Resolution.............................................................................................. 10
Viewing Request History.................................................................................................... 11
Viewing the Requester Details........................................................................................... 12
Viewing all Replies.............................................................................................................13
Viewing Survey Results..................................................................................................... 14
Viewing Requests Based on Filters................................................................................... 15
My Open Requests ........................................................................................................................ 15
My Closed Requests ...................................................................................................................... 15
All My Requests............................................................................................................................. 15
Customizing Request List View......................................................................................... 16
Searching Requests .......................................................................................................... 17
MY DETAILS ........................................................................................................... 18
Editing My Details..............................................................................................................19
Changing Password........................................................................................................... 20
SOLUTIONS ............................................................................................................ 21
Browsing Solutions by Topic.............................................................................................. 22
Searching the Solutions..................................................................................................... 23
AdventNet ManageEngine ServiceDesk Plus :: User Guide
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GENERAL FEATURES ........................................................................................... 24
Tracking My Tasks............................................................................................................. 25
Recent Items...................................................................................................................... 27
Announcements ................................................................................................................. 28
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Introduction
ManageEngine ServiceDesk Plus is a comprehensive help desk and asset management
software that provides help desk agents and IT managers, an integrated console to
monitor and maintain the assets and IT requests generated from the users of the IT
resources in an organization. The IT help desk plays an important part in the provision of
IT Services. It is very often the first contact the users have in their use of IT Services
when something does not work as expected. The IT help desk is a single point of contact
for end users who need help.
To make the process of reporting the issues to the IT help desk easier, ManageEngine
ServiceDesk Plus provides you with a Self-Service Portal where you can log your
complaints and issues online with the help of a web-based form. Once you have filed
your issue, it gets listed in your request view page, where you can keep track of the
logged issue. You can also update your personal information using the Self-Service
Portal. In the Self-Service Portal, you will be able to access the following modules:
Requests : You can create a new request and view the same. Also all the requests that
you have raised till date will be saved in your requests module for future references.
Solutions : From the solutions knowledge base that has been developed and maintained
by your IT help desk team, you can search for solutions for the issue that you are
currently facing. If you do not find any solution for the problem at hand, then you can
post your issue as a request to the help desk team.
My Details : You can view and edit your account details including your password. This
updated information will be displayed whenever your information is requested.
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Request
Requests
ManageEngine ServiceDesk Plus provides you a Self-Service Portal with the request
module. Here, you can create new requests to post your concerns and issues to the IT
help desk team. You can also view the request that you have posted and keep track of
its status. Once the request is closed, you can view the same in the closed requests.
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Creating a New Request
Creating a New Request
When you need a service from the IT help desk team, send a request to the team. There
are different modes of placing a request to the IT help desk team, such as web-based
form, e-mail notification, and phone call. ServiceDesk Plus provides options to log details
of a request originating in any of the above-mentioned forms.
To create a new request using the web-based form
1. Log in to the ServiceDesk Plus application using your user name and password .
2. Click the New Request link available just below the tabs in the header pane.
Additional Request Details
These are custom fields that are created by your IT help desk administrator for a specific
purpose. Based on the field label name and its definition, fill in the necessary details in
the respective format. These fields can be of three types, such as numeric, text, and
date. For the fields that take date as input, the calender is available beside the field. You
can select a date by clicking the calender icon .
Requester Details
In this block, your name and the workstation that has been associated with you are
displayed. The Name is non-editable. From the Workstation drop-down list, select the
workstation to which the issue that you are submitting is related. Depending on the
configurations set by the ServiceDesk Plus administrator, the workstation list will have all
the available workstation in your organization or it may have only the workstations that
are associated with you. Selecting the workstation is not a mandatory requirement. Only
if the issue is related to the workstation, you need to select it.
Classifying Request Category
The Category drop-down box, in the Task Details block, lists the categories under
which a request can be classified. Select the relevant category to which your request can
be grouped. You can also click the category chooser iconavailable beside the category
drop down list to choose the category.
Prioritizing Request
The Priority drop-down box, in the Task Details block, lists the priority levels that can
be assigned to a request. Choose the relevant priority level for your request from the list
displayed.
Describe Request
Once you have assigned the category and priority for the request, describe the request
in detail. The detailed request has two components to it, namely Title and Description .
In the Title field, provide a relevant title to the request that will exactly summarize your
request content. Then, provide a detailed description with any other associated details
relevant to the request in the Description text box.
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Add Attachments to the Request
1. In the Task Details block, below the Description text box, click the Attach a
File button. Click this. This opens an Add/Remove Attachment pop-up
window.
2. Click the Browse button.
3. From the file chooser window, choose the file to be attached.
4. Click Open .
5. Click Attach File . The chosen file gets listed in the table below the browse field.
If you have more files to choose repeat the steps 2,3, and 4 till you have
attached all the relevant files.
6. Click Done . The selected files are attached to the request.
Once you have done all the above, click the Add request button. The request is added
to the list of requests and can be viewed from the request list view which can be invoked
by clicking on the Request tab in the header pane.
Modes of Creating a Request
There are different modes of creating a request. One of them is using the web-based
form. To use the Web-based form, you must have login access to the ServiceDesk
application. If you do not have a login access to the application, then you can submit
your request in either of the other two modes:
1. E-mail the request to the help desk team. This e-mail will automatically be
changed to a new request in the ServiceDesk Plus application and any actions to
be performed on the request will be immediately taken into notice.
2. Call up the IT help desk agent and report an issue or explain the nature of your
request. The help desk agent will manually feed in the details into the application
through the web-based New Request form available in the Request module.
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Viewing a Request
Follow the steps given below to view a request available in the ServiceDesk Plus Request
module:
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane. The next page lists all the Open
requests available in the ServiceDesk Plus application. If there are any requests
that have not been assigned any technician then they will appear in bold font.
3. Click the Title of the request that you want to view. This opens the View
Request page.
4. The request header has the request ID, category of the request, level, its status,
and priority. Then the requester name, due date, request summary, and request
description are displayed. Below this, the request details containing mode of
request, technician attending to the request, created date, and due date are
displayed. Finally, the requester details are displayed below the request details
block. If there are any attachments to request, click on the file that is attached to
view the same.
5. Click the Resolution tab to view the resolution for the request.
6. To view the history of the request, click the History tab.
7. To view all the replies that have been sent to you, click the Replies tab in the
center pane. All the notifications will be listed in the ascending order of the date
and time when they were sent.
The Created Date field displays the time when you created the request. Based on the
priority of the request, the Due Date is calculated and is displayed beside the Created
Date in the request details block. If you have received any response for the request,
then you will see the Responded Date also in the view request page.
The Notes added to the request are appended below Task Details . The notes are
displayed in the descending order, with the recently added note displayed first.
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Printing the Request
To print a request
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane.
3. Click the Title of the request that you want to print.
4. Click the Print Preview link on the right side Tasks block. The print preview of
the request is opened in a pop-up window.
5. Click the Print menu item from the browser File menu list.
6. The default printer associated with your workstation is invoked. Set the required
options and click OK . You can collect the printed copy of the request at the
printer that is linked to your workstation.
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Adding Notes
After posting a request, if you want to add additional information about the request, use
Add Notes .
To add a note to a request
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane.
3. Click the Title of the request to which you would like to add a note.
4. In the View Request page, on the right side Tasks block, click the Add Notes
link. The Add Notes pop-up window is displayed as below:
5. Enter your content in the text box below the Request ID .
6. If you wish to notify the technician in-charge of your request about the addition
of the note, then select the check box E-mail the technician for notes
addition .
7. Click Add Note . The note is added at the bottom of the request along with a date
and time stamp. Your name is also displayed.
You can add any number of notes to a request. The notes added to a request will be
displayed at the bottom of the request in the View Request page in the descending
order, that is, the recently added note will be displayed first.
Note: You will not be able to delete any of the notes in a request even
though you have added them. Only technicians can delete the notes added
to a request.
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Viewing Request Resolution
When the IT help desk team resolves a request, they can add the resolution for the
request. If a resolution is added for the request, you can view it by following these
steps:
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Requests tab in the header pane.
3. Click the Title of the request for which you want to know the resolution.
4. In the View Request page, click the Resolution tab in the center pane.
5. The request header is retained as is from the request view. Just below that you
will find the resolution for the request, if it had been added by the technician who
attended to the request. Or else, a message stating that No Resolution
Available is displayed. The resolution has information of who created it, creation
date and time, resolution title, and detailed description.
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Viewing Request History
The various actions performed on a particular request are stored in the request history
for future reference and auditing purposes.
To view the request history
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane.
3. Click the Title of the request for which you need to know the complete history.
4. In the View Request page, click the History tab in the center pane. This
displays the complete history of actions that were performed on the request from
the time of its creation.
5. If a resolution was added or updated, you can view the resolution details and
compare the old version of the resolution with the updated one. To do this, click
the links Show Details or Compare link. The Show Details link shows you the
details of the resolution in a separate pop-up window. Clicking the Compare link
opens a new window with the updated request and the old request displayed one
below the other.
6. Once you have checked the details of the resolution, click the Close button to go
back to History .
The details that are displayed in the History are in the ascending order with the earliest
performed action shown at the top of the page and the latest action at the bottom of the
page.
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Viewing the Requester Details
1. Click the Request tab in the header pane.
2. Click the Title of a request.
3. Click the Requester Name link in the Requester Details block. The View
Requester Details window pops up where you can view details, such as name,
designation, employee ID, department to which the requester belongs, e-mail ID,
and phone and mobile numbers.
4. Once you have finished viewing the details, click the Close link.
Alternatively, you can also click the My Details tab in the header pane to view your
personal details.
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Viewing all Replies
The IT help desk team sends notifications to you during the course of solving the issue
submitted. Your responses to the technicians will also be displayed as threads /
conversation. You can view these conversations from your own login view.
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Requests tab in the header pane.
3. Click the Title of the request for which you wish to check the conversations.
In the View Request page, the various mails between you and the technician in-charge
will be displayed under the head Conversations .
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Viewing Survey Results
Once the requester completes the survey, the administrator and the requester who took
the survey can view the survey results.
To view the survey results
1. Log in to the ServiceDesk Plus application using your user name and password .
2. Click the Requests tab.
3. In the Requests list view select the My Closed Requests filter.
4. Click the request Title for which you wish to see the survey results.
5. Click View Survey Results link available under the Tasks block. The survey
results opens in a pop-up window.
6. Once you have viewed the results, click the Close button.
Note:
1. The View Survey Results link appears only if the you have completed
taking the survey. Else this link will not be present.
2. Once the survey is submitted, the responses cannot be changed.
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Viewing Requests Based on Filters
ManageEngine ServiceDesk Plus allows you to view the list of all your requests. You can
also apply various filters to this list and view only a specific group of requests. To view
the whole list of requests posted by you, click the Request tab in the header pane. This
lists all the open requests that you have submitted. You can set the number of requests
that you would like to view in a single page
1. In the Requests list page, click the drop-down box available as shown in the
figure below:
2. From the drop-down list, select the number of records that should be displayed in
a single page.
There are more filters which can be used as explained below.
My Open Requests
When you click the requests tab, this filter is selected by default and lists all the request
that are in the open status. Alternatively, from the home page, when you click the Open
Requests in the My Requests Summary dash board, you can view all your open
requests.
My Closed Requests
To view all your requests that have been attended to and closed
1. Click the Requests tab in the header pane to open the Requests list page.
2. From the Filter drop-down box, select My Closed Requests .
Alternatively,
1. Log in to ServiceDesk Plus application using your user name and password .
2. In the Home page, in the My Requests Summary dash board, click Closed
Requests .
All My Requests
To view all the requests irrespective of their status
1. Click the Requests tab in the header pane. This opens the Requests list page.
2. From the Filter drop-down box, select All My Requests .
Alternatively,
1. Log in to ServiceDesk Plus application using your user name and password .
2. In the Home page, in the My Requests Summary dash board, click All
Requests .
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Customizing Request List View
ManageEngine ServiceDesk Plus allows you to customize the request list view to include
columns of your choice.
To customize the list view
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Requests tab in the header pane.
3. Click the column edit iconavailable at the corner of the request list headers.
This opens the available columns that can be displayed in the list view. All those
that are visible currently, will have the check box beside them selected.
4. To remove a column, remove the selection from the respective check box beside
the column name.
5. To add a column to the list view, select the unchecked select box beside the
column name.
6. To change the column order, click the up and down arrow after selecting the
column that you wish to move.
7. Click Save .
This will add only those columns which you have chosen in the list view.
Sorting Requests by Column
To sort request by column, click the column header. Clicking it once will sort it in
ascending order. Clicking twice will sort the column in descending order.
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Searching Requests
ManageEngine ServiceDesk Plus gives you an option to search for requests using a
keyword search. All requests that match the keyword that you have provided in the
search will be displayed.
You can also do a column-wise search of the requests. To perform a column-wise search
1. Click the search iconat the end of the request list view headers. This opens the
search field just below every column that is visible in the list view.
2. Enter the search key in field under the column of your choice.
3. Click Go . The search results matching the search string(s) are displayed.
Note: The search would return the results for any of the text fields of the
request. You will not be able to search for a request based on any of the
date fields of the request.
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My Details
When creating your login details in the ServiceDesk Plus application, your profile would
have some default information. In the My Details section of the Self-Service Portal of
ServiceDesk Plus, you are allowed to modify the information relating to your profile,
including the password. This helps you maintain your profile updated with the latest
changes. It also gives you the freedom to edit your profile at your will.
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Editing My Details
You can edit your details through the Self-Service Portal and need not depend on your IT
help desk team to do the same for you. It enables you to modify your own profile
whenever you want and saves considerable time.
To edit your profile
1. Log in to the ServiceDesk Plus application using your user name and password
to access the Self-Service Portal.
2. Click the My Details tab on the header pane. The next page displays your user
profile as created/edited last time in an editable form.
3. All the fields in this form are editable. Your name and e-mail ID are mandatory
fields in the form. You can choose to leave the other fields blank. The information
that you can edit are your name, employee ID, e-mail, phone, mobile,
department name, and job title.
4. To change your department name, you need to select from the list of
departments that are available in the drop-down list provided against the
Department field.
5. When you are done with the modifications, click Update Details .
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Changing Password
To change your password
1. Log in to the ServiceDesk Plus application using your user name and password
to access the Self-Service Portal.
2. Click the Change Password link available at the top right corner of the page,
just beside the Logout link. This opens the Change Password form in a new
pop-up window.
3. Enter your Current Password followed by your New Password in the
respective text fields provided for them.
4. Retype your new password in the text field against Confirm New Password .
5. Click Change Password . If you want to exit this window without changing your
password, click Close .
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Solutions
ManageEngine ServiceDesk Plus gives a provision to add resolutions for all the requests
that have been posted. These resolutions can be directly converted to knowledge base
articles that are grouped under the solutions head. If your help desk team has already
added such knowledge base articles to the solutions section, then you can search for
solutions specific to your problem and fix it. Thus, the solutions module serves as a
knowledge base to find solutions for known problems using the keyword-based search.
You can access the solutions even without logging in to the application, but will be able
to view only those solutions that are published in the Self Service Portal. To access the
knowledge base directly without having to login to the application, type the URL provided
below in the address bar of the browser:
http://<server name>:<port number>/sd/SolutionsHome.sd
where,
<server name> is the name of the server where ServiceDesk Plus is installed and
<port number> is the port where the application is running.
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Browsing Solutions by Topic
To browse the available solutions by individual topics
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Solutions tab in the header pane.
3. In the center pane, just below the heading Browsing - All Topics , all the
available topics under which the solutions are grouped are listed. Click the topic
which you want to browse.
Alternatively, on the top right corner of the Browsing block, a combo box with all the
available topics and subtopics listed is available. From this list, choose the topic to which
you wish to go. All the solutions available in that topic are listed in the resulting page.
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Searching the Solutions
ManageEngine ServiceDesk Plus provides you an option to search solutions for the issues
using the keyword search.
To search for specific solutions
1. Log in to the ServiceDesk Plus application using your user name and password.
2. On the left side, there is a search block.
3. In the Enter Solutions Keyword test area, enter your search string.
4. Click Go or press the Enter key on your keyboard.
The search option is accessible from any of the modules in the application.
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General Features
This topic explains the various features that are not grouped under any of the modules
but can be used from the application.
00Tracking your daily tasks
00List of the last ten Recent Items viewed in the application
00View company wide Announcements .
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Tracking My Tasks
ManageEngine ServiceDesk Plus provides you with the option of tracking your tasks for
everyday. The tasks that you add to the My Tasks list act as substitute for your sticky
notes or post-it notes which you would use to remember your tasks for the day.
To add new tasks to your task list
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click Add New at the left bottom of the My Tasks note or click New Task link
below the header pane. A new task form is opened. In the add new task form, the
date field is set to the today's date and the time is set by default as 00:00 AM.
Change the date and time settings.
3. To change the date , click the calender iconbeside the date field and choose the
date of your choice.
4. From the Time combo box, choose the time at which the task is scheduled. The
values in the combo box are available in a gap of 15 min time interval.
5. Enter the Task Summary .
6. Click Add . The new task is added and is listed along with the already existing
tasks in the ascending order of date and time.
When you have completed the task, you can just strike out the task to indicate that it is
completed by selecting the check box beside the task summary. Alternatively,
1. Click the hyperlinked task summary. An Edit Task form is opened.
2. In the Task State field, select Completed .
3. Click Edit . The task is struck through to indicate that it is completed.
You can also change the task state by executing the following steps:
1. Click Show all at the bottom right of the My Tasks note. The All Reminders
window opens.
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2. Select the check boxes beside the Task Date of the tasks for which you wish to
change the state.
3. From Change Task State To: combo box, select Completed .
4. Click Change . The task state is changed in the All Reminders window. For the
same to be reflected in the ServiceDesk Plus home page, refresh the page.
5. Click Close in the All Reminders window.
You can delete a task by clicking the delete icon beside the task. Alternatively,
1. Click the hyperlinked task summary. An Edit Task form is opened.
2. Click the Delete this Task link available at the top left corner of the window.
You can also delete the tasks by following the steps below:
1. Click Show all at the bottom right of the My Tasks note. The All Reminders
window opens.
2. Select the check boxes beside the Task Date of the tasks for which you wish to
change the state.
3. Click Delete . The task is deleted from the All Reminders window. For the same
to be reflected in the ServiceDesk Plus home page, refresh the page.
4. Click Close in the All Reminders window.
The advantage of moving the task to Completed state instead of deleting it completely is
that, you can revert the state of the task to Open again and edit its attributes. But once
you delete the task, it is completely removed from the application and cannot be
retrieved.
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Recent Items
When you are using the ManageEngine ServiceDesk Plus application, the application
tracks your last viewed items and lists them in the Recent Items block on the left side.
This has a list of the last 10 items that you viewed in the application, with the latest
viewed item appearing on the top of the list. Clicking the hyperlinked item takes you
directly to the item's details.
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Announcements
All the company wide announcements that are published by your help desk administrator
will be displayed in the announcements block in your login home page.
To view an announcement, click the Announcement Title to open the complete
announcement details in a pop-up. If there are more than one announcements, then you
will notice a Previous and Next button in the pop-up. Using this you can navigate
through the announcements list and view all the announcements without closing the
pop-up window.
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