How Do I Give Access To Service Desk In Target Process

See for Cloud

Admin Module

User

I have purchased a ten technician license. What is the maximum number of technicians that can be added ?
I would like to delete the default administrator account every bit information technology takes up a license ? How do I go nearly information technology ?
Is information technology possible for a requester to view all requests of his/her department without changing him/her equally technicians ?
I would similar to delete a technician. But what volition happen to the Requests, Issues and Changes associated to him ?
I have a technician who is no more with the organization. I do not want to delete him equally at that place are some important data associated to him. Since ServiceDesk Plus is taking up a license, is there any way to disable or de-activate his account? That way we can maintain our permitted number of technicians ?
Can requesters add task ?
How do I define Access Permissions for my Technicians?
How do I import Requester Additional Field details from the Active Directory?
I want to send notifications via SMS to my technicians. How exercise I configure information technology in ServiceDesk Plus?
How do I modify a Requester into a Technician?
How do I change a Technician to a Requester?
How to reset the Local Admin Countersign ? (Used in cases where your Domain controller goes downwards and if you are unable to login to the application with your domain credentials)
What Happens when the Requester or Technician is deleted from the awarding and the effect of the aforementioned in the modules?

Technician Auto Assign

How exercise I automatically assign tickets to technicians?
How does Technician Machine Assign work for Service Requests?

Technician Groups

Is it possible to have a single ServiceDesk Plus installation for 2 different departments? Assume both the departments are not related to It simply require a help desk with unique support east-mail accost.

Configurations

At that place are sure domains listed in 'Log on to' drib down menu in the initial login screen that I exercise not demand. How practise I remove these domains ?
We have enabled Active Directory Authentication and requesters login into ServiceDesk Plus using their AD credentials. Suppose nosotros reset the requester password in Advertizement, then how soon the aforementioned will exist reflected into ServiceDesk Plus, so that requesters will be able to login through their new Advertizement credentials ?
We upgraded our Domain Controller and forgot to alter it in ServiceDeskPlus. Now, the application volition not let me login and I forgot the local admin password. How exercise I update the domain controller information without logging into the application?
Our ServiceDesk Plus server is moved to a new domain. The user information has already been migrated to the new domain in AD. How practise I modify the domain associated with the user business relationship by retaining all other data?

Business Rules

What is the purpose of organizing business organization rules ?

Mail Server Settings

I do not desire some mails to be fetched into SeviceDesk Plus such every bit, Out of office emails. Can this be enabled?
If for some reason the postal service fetching stops, how exercise I get to know most the trouble immediately?
What is Eastward-mail Control? How practise I configure it in ServiceDesk Plus?
What are the operations that can be performed with E-mail Command?
How to terminate automatic ticket cosmos in response to undelivered message notifications from No-reply email addresses that are primarily used to create tickets in ServiceDesk Plus.

Notification Rules

How exercise I send self service login details to the user ?
How do I avoid sending notification to some users or users belonging to a specific domain ? (i.e) I do not want a notification to be sent for Out of Office replies.
Is it possible to browse solutions without logging into ServiceDesk Plus ?
What is the purpose of Laissez passer-through hallmark ?
I have issues logging into ServiceDesk Plus on enabling Pass-through Authentication. How do I disable it through the database ?
Does ServiceDesk Plus support LDAP ? If so, how tin it exist configured ?
Tin can I schedule a periodic import of users from Agile Directory ?
E'er since the upgrade to five 7.half-dozen, technicians do not receive notification when they pickup a request. Is this a alter in design?

Survey

Where do I enable Survey in ServiceDesk Plus?
Is it possible to manually send survey for a request?
How does multi-language survey work?

Helpdesk Customizer

I have deleted a category and it is grayed out now. How do I reactivate this category?
Where can I view all the Categories, Sub-categories and Items configured in ServiceDesk Plus in a unmarried page?
Similar to Service Templates, is it possible to organize the Incident Templates by category?

Information Archiving

What is Data Archiving? How do I configure it in ServiceDesk Plus?
Where and how are the archived data stored in the database?
Where can I view the list of archived requests?
How do I conduct a search for the Archive Requests? Also, is it possible to generate reports on the archived requests?

Cocky- Service Portal

How exercise I remove the Portal Usage video in the Requester Login (Self-Service Portal)?
I want to change the Portal Usage video in the Cocky-Service Portal. How do I get nigh doing it?
How do I edit the HTML content in the Self-Service Portal?
How do I remove the HTML section in the Self-Service Portal?
I'chiliad unable to view the Incident Template menu and the Service Request Template carte du jour afterward upgrading to version 8.1.
How do I hide the the Default Request Template from the Requesters?
What is Dynamic user improver ?

User

I take purchased a ten technician license. What is the maximum number of technicians that can exist added ?
You tin can add unlimited number of technicians in ServiceDesk Plus. The license is based on the number of technician login (i.e) since you have purchased 10 technician license, only10 technicians will be able to login to ServiceDesk Plus and work with the application. The remaining technicians will be considered every bit Not-Login technicians.
Y'all may wonder the purpose of these Non-Login technicians ? Login permission cannot exist enable to these technicians, but you tin configure to send SLA violation emails, group notifications and scheduled reports to these technicians.
A typical case where Non-login technicians can be used is for your Field Technicians who need non log into the awarding but be notified about the issues which are assigned to them. When a Request is assigned to these technicians they will receive a notification e-mail from ServiceDesk.
Plus in their Blackberries and when they reply to the notification e-mail later completing their task, ServiceDesk Plus appends this email into the original asking automatically.
I would like to delete the default administrator account as it takes up a license ? How do I go nearly information technology ?
You tin remove "Administrator" account from the application by post-obit the instructions below.
1. Login as a technician who has full administrative privileges on all modules of ServiceDesk Plus (i.e. associated to SD-Admin role).
2. Go to Admin -> Technicians. You tin can either delete the Administrator account or you can click on the Administrator and remove the login on selecting Yep.
Since ServiceDesk Plus license is calculated based on number of technician login this will help you save a license for a technician in your organization.
Is information technology possible for a requester to view all requests of his/her department without irresolute him/her as technicians ?
Yep it is possible. We call this the Section head office. Go to Admin -> Requesters -> Edit the particular requester -> In Requester immune to view section, select the pick 'Testify all their departments requests', which will give the requester the ability to view all the requests of his/her section.
In the latest version of ServiceDesk Plus (v vii.5 and above) we have the Site head role which volition let requesters to view all the requests of the Site they belong. In Requester allowed to view department, select the choice 'Show all their Site requests', which will requite the requester ability to view all the requests of their Site.
[ Screenshot ]
I would similar to delete a technician. But what will happen to the Requests, Problems and Changes associated to him ?
When you delete a technician, all the airtight Requests, Problems and Changes will still remain assigned to his name as a celebrated reference.
Requests, Bug and changes in whatever other status (resolved, open, etc) except the closed status will move to unassigned status. This is the way ServiceDesk Plus is designed.
I have a technician who is no more than with the organization. I do non want to delete him as at that place are some of import data associated to him. Since ServiceDesk Plus is taking upward a license, is there any way to disable or de-activate his account? That way we can maintain our permitted number of technicians ?
Yes, it is possible to de-actuate the technician business relationship. Since ServiceDesk Plus is licensed based on the number of technician login, by removing the login you volition be able to attain your goal.
Go to Admin -> Technicians -> Edit the particular technician and -> remove the login on selecting Yes and relieve the configuration.
At present the old technician login account is disabled. Yous can add a new technician with login permission.
Can requesters add together task?
No, only Technicians and Administrators can add tasks and delegate work accordingly.
How do I define Access Permissions for my Technicians? To know how to define access permissions in ServiceDesk Plus, refer Configuring Roles.
How do I import Requester Additional Field details from the Active Directory?
If yous have not configured any requester additional fields, then select Click here to configure link under Admin -> Active Directory -> Import Requesters From Agile Directory.
This takes you to the Mutual Additional Fields folio, from where you need to configure the additional fields to be imported from Active Directory. The configured requester additional fields - Text, Numeric and Date / Time fields appear in the Import from Active Directory window indicated in Blueish, Green and Red colors respectively.
Enable the check box beside the requester additional fields to import and specify the corresponding attributes in Active Directory beside the selected field, these fields volition be imported during the Ad import. The unselected fields will non be imported.
I want to send notifications via SMS to my technicians. How exercise I configure it in ServiceDesk Plus?
To ship SMS notification to the technician, you first need to get the SMS Mail ID from your service provider.
Then go to Admin -> Technician and edit the technician to whome you want to send SMS notification. Update the mail ID nether the SMS Postal service ID field. This will ship SMS notifications to that technician.
Currently, the SMS will be sent only through e-mail.i.due east., the SMS ID for each technician will be configured as his mobile nummber (say 9840842143@serviceprovider.com). The notifications is triggered to the mail service ID which will in turn be converted to SMS and sent to the technician's mobile number.
Note: For SMS to work, the service provider should have the facility to send SMS from e-mails. Currently, ServiceDesk Plus does not support external SMS server.
How practise I change a Requester into a Technician?
When you import users from the Active Directory, the users ? technicians and requesters ? would be imported nether Admin -> Requesters. To modify the requesters to technicians, go to Admin -> Requesters. Click on the requester and select Change equally Technician. [ Screenshot ]
How do I alter a Technician to a Requester?
Get to Admin -> Technicians. From the list view, choose the technicians to change as Requesters. Click Actions tab and select Change as Requester. [ Screenshot ]
How to reset the Local Admin Countersign ? (Used in cases where your Domain controller goes downwards and if you are unable to login to the application with your domain credentials)
Click here for steps.
What Happens when the Requester or Technician is deleted from the awarding and the event of the same in the modules?
When nosotros import users from AD, CSV or manually add them into the awarding, they are created every bit Requesters.
At present when they are changed as Technician or left as Requesters and when they create or assigned with requests, below is what happens when their account is deleted,
1. When a Requester is Deleted?
  All the requests that user created volition still be on their name and volition not get dissociated from the Asking.
  However that user business relationship will be set to RESIGNED status in the database.
2. When a Technician is Deleted?
  All the requests that user created will however exist on their proper noun and will non become dissociated from the Request.
  Requests that are assigned to that Technician, apart from Airtight Requests all the other requests moves to Unassigned Status.
3. When you catechumen a Technician into a Requester?
  Apart from Closed Requests all the other requests moves to Unassigned Status and the Closed Request alone stays in their proper noun.
4. What happens to the deleted users?
  They volition all exist stored in the database in RESIGNED STATUS. The reason nosotros exercise this is, the requests will accept an history stating who was handling the request or who create the request and in-order to maintain them nosotros will have these accounts in the RESIGNED Condition.
5. What happens when the same user is re-imported?
  When you delete a user business relationship and then re-import the aforementioned account, this volition create it as a new user and volition non update the old account. The User ID mapped to it is different and the once that will be imported will take a new ID and exist added as a new entry into the database.
  This volition non be overwritten equally we used to do it for the active users.
6. What are all the parameters on a users profile is checked before updating?
  When an import is done, the following are checked to update the users profile.
  Login Proper name + Domain Name (santhoshmahiban + ZOHO)
  Email Accost (santhoshmahiban@zoho.com)
  Login Name (santhoshmahiban + no domain)
  Then if an account does non match any of the above, and so the user will be added every bit a new user.
7. What happens when the same user is imported from a different domain?
  When we import the same user from a different domain, say from example Paul Robert from ZOHO and the aforementioned user Paul Robert from ZOHO.COM, even if all the criteria matches the awarding will create it every bit a new user.
8. What happens when switch from Active Directory hallmark to LDAP?
  When y'all switch the authentication from AD to LDAP, Advertizement authentication will get disabled and when an import is done, this volition overwrite all the users as the hallmark itself is different.
9. What happens to the reports that are scheduled past a Technician?
  If its a Scheduled Report, then the written report volition be moved to the Admin Technician's account. Nonetheless their individual reports will even so remain nether their name only.
10. What happens to the Projects when a Technician is deleted?
  When the Members are added to a Project, remain associated to the Projection fifty-fifty when they are deleted from the application. Also when you go to that Project/Milestones/Tasks and effort to associate a Possessor the deleted users who were earlier associated to the Projects volition exist shown.
  Withal they will not be shown in the Requesters or Technicians list.
11. What happens to the Changes and its Approvals when a Technician is deleted?
  The associations will yet exist shown in the Change beyond that user under every roles, yet when the corresponding office is edited, the deleted technician will not be shown anymore.
  Since the login is completely removed, the approvals cannot exist viewed.
12. What happens to the Problem when the Technician is deleted?
  The Closed Problem will solitary be associated to that Technician and the others will movement to Unassigned Status.
13. What happens to the Avails and CMDB relationships when a Requester or a Technician is deleted?
  The Asset will be switched dorsum to In Store status and the Relationship configured in the CMDB will get removed.
14. What happens to the Buy Orders when the Technician is deleted or changed as Requesters?
  The owners will nonetheless be retained for all the Purchases irrespective of the status.

Technician Auto Assign

How do I automatically assign tickets to technicians?
With Technician Auto Assign, yous tin allocate tickets to the technicians automatically. The Technician Machine Assign follows a Round Robin Method or Load Balancing Technique to assign technicians based on their availability. If the technician is not available on the due by date of the request, he volition not be assigned to that request.
Technician Automobile Assign is executed after the SLA is applied to the request. If the site is specified for a request, then the technicians associated to that site alone are considered. Similarly, if group is specified in a request, the technicians associated to the group are taken into account.
Round Robin Method: In this method, the tickets are assigned equally to all the technicians in an society and starts again from the same order of the list. This way all the incoming tickets are equally distributed amid the bachelor technicians.
Load Balancing Technique: Technicians with the least number of requests will be assigned to the asking. If more one technician has the to the lowest degree load, and so any 1 of the technician will be assigned to the request.
How does Technician Auto Assign piece of work for Service Requests?
When a service asking is created /edited, a cheque is conducted on the value of the setting "Do not assign technician before service asking is approved". If this option is disabled, Technician Motorcar Assign will be applied to the service asking based on the configuration. And, if the option is enabled, and so Technician Machine Assign is practical after the service request is approved.
When Technician Auto Assign is practical to the approved service request, the operation is considered every bit Edit, so the technician is applied only to unassigned service request.
Unassigned service requests announce the requests that are not assigned to technicians even after the application of Business concern rules, category or default technician from the UI.

Technician Groups

Is information technology possible to accept a single ServiceDesk Plus installation for two unlike departments? Assume both the departments are not related to It just require a assist desk with unique support email address.
Currently ServiceDesk Plus does not support multiple department help desk-bound. Only as a workaround, y'all can have a unmarried ServiceDesk Plus installation for two different departments through Group based segmentation.
Say you have two departments namely, HR and Admin.
Stride i: Yous take to create defended mail box for both the departments with e-mail address for each (hrhelpdesk@abc.com and adminsupport@abc.com ).
Step 2: Configure your primary help desk-bound email address (helpdesk@abc.com) under Admin -> Mail Server Settings.
Step 3: Setup email forwarding such that whatever mail sent to hrhelpdesk@abc.com or adminsupport@abc.com is forwarded to your master aid desk email accost.
Footstep four: Add the ii departments every bit Groups under Admin -> Technician Groups. So y'all have one group past the name Hour and the other by the name Admin.
Footstep v: Configure technicians for each group.
Step 6: Configure the Technician Group Eastward-mail service Accost for group - Hour every bit hrhelpdesk@abc.com and adminsupport@abc.com for group - Admin.
Step seven: Configure the Sender'south e-mail address equally hrhelpdesk@abc.com and adminsupport@abc.com for the respective groups.
Step 8: Now it looks like the two groups - Hour and Admin, take separate email address to which users tin send eastward-mails and receive automatic acknowledgement.
Step 9: Configure Roles (Admin -> Roles) for these technicians and fix their view permissions such that they can view just their group requests.
The technicians assigned to a grouping can view simply their group requests. And then technicians from grouping - HR volition not be able to view requests from grouping - Admin and vice versa.
Note: Administrators (technician with SDAdmin role) volition be able to view requests in all the groups.

Configurations

There are certain domains listed in 'Log on to' drib down menu in the initial login screen that I do not demand. How practice I remove these domains ?
Endeavour the post-obit configuration.
Click Admin -> Windows Domain Browse -> Edit the domains which yous do not want to be shown in the login screen and uncheck the checkbox which says Public Domain. By this y'all can avoid these domains from showing up in the log in screen.
We take enabled Active Directory Authentication and requesters login into ServiceDesk Plus using their Advertizing credentials. Suppose we reset the requester password in Advertisement, then how soon the aforementioned will be reflected into ServiceDesk Plus, and so that requesters will be able to login through their new AD credentials ?
ServiceDesk Plus does not store the AD countersign, it just authenticates the password with AD. While performing an Advert import, ServiceDesk Plus volition import and store the Login data and Domain information from Ad (ie) Login name and the domain to which the users belongs. So when the user enters his login proper noun and enters the new password, the countersign is authenticated with Advert and the user is immune to log into ServiceDesk Plus instantaneously.
We upgraded our Domain Controller and forgot to change information technology in ServiceDeskPlus. Now, the application will not let me login and I forgot the local admin countersign. How practise I update the domain controller information without logging into the application?

Footstep one: Find the Domain ID.
mysql> select * from domaininfo;
The list of domains available in ServiceDesk Plus appears. Let's presume that you desire to change the domain controller for the domain ZOHO.
Make a annotation of the Domain ID which is 601.
Step ii: Query the table SdActivedirectory info which stores the Domain Controller information.
mysql> select * from sdactivedirectoryinfo where domain_id=601; br> Step 3: Update the Domain Controller information.
mysql> update sdactivedirectoryinfo set server_name='helpdesk-test1' where domain_id=601;
This should update the Domain Controller in the database after which you should exist able to login to ServiceDeskPlus.
For MSSQL Database:
Connect to the query analyzer of the SQL server and follow the same 3 steps.
Our ServiceDesk Plus server is moved to a new domain. The user information has already been migrated to the new domain in AD. How do I change the domain associated with the user business relationship by retaining all other data?
To move all the requesters and technicians to the new domain without creating new login accounts for the existing users,
1. Go to Admin -> Windows Domain Scan.
2. Edit and rename the old Domain name to the new 1 and enter the credentials of the new Domain.
  This will change the Domain data for all the user accounts which were associated with the old Domain to the new Domain.
3. Side by side, get to Admin -> Requesters -> click Import from Active Directory option. [ Screenshot ]
4. Click Import Now [ Screenshot ]
5. Click Fetch OUs from Active Directory Again to get-go importing. [ Screenshot ]

Business concern Rules

What is the purpose of organizing business rules ?
Organizing business rules will help us in make up one's mind the order in which the rules should exist practical on the requests that are fetched past the application. Business rules take to be organized in such a mode that the rules practice not collide with each other (i.e) the criteria of the first rule should not coincide with the second one.
Here is a scenario which will help us sympathise the procedure better.
Scenario: The Category HARDWARE has 2 subcategories,
one) Server and 2) Workstation.
3 Business organization rules are configured as follows,
When a new request comes into ServiceDesk Plus
1. If the Category is Hardware Assign to Technician C and Group General
2. If the Category is Hardware and subcategory is Workstation assign to technician B and Group Desktop support
3. If the Category is Hardware and subcategory is Server assign to technician A and Group Servers.
In which order should the business organisation rules be organized for it to work properly.
a) 1,ii,iii
b) iii,2,1
c) 2,one,iii
Answer ->b

Post Server Settings

I do non want some mails to exist fetched into SeviceDesk Plus such as, Out of office emails. Can this be enabled ?
You tin configure rules in Spam filter (Admin -> Mail service server settings -> Spam Filter) in such a fashion that mails matching certain criteria will be fetched from the mailbox and dropped before it is fetched inside ServiceDesk Plus.
If for some reason the mail fetching stops, how do I become to know near the trouble immediately ?
Enable the following notification which will alert you when mail fetching stops under Admin -> Notification Rules.
[ Screenshot ]
What is E-postal service Control? How do I configure it in ServiceDesk Plus?
Electronic mail Command is used to parse the incoming electronic mail and set various request field values like Category, Status, Priority, Level etc, from the e-mail content.
When Enable Email Command cheque box is enabled and incoming e-mail subject contains the Email Subject contains field value, the e-mail content will be parsed and the request fields volition be prepare based on the Command Delimiter field value. [ Screenshot ]
Any special character (@@, ##, $$, %%, &&, so on) can be provided every bit the Command Delimiter. The field values assigned between these special characters is assigned to the corresponding fields in the request class.
Note: Enable E-mail Control check box should be selected to activate e-mail command characteristic. If this option is non selected, then the incoming due east-mail will be handled as normal e-mail even if the incoming east-mail contains the parsing string in the subject field.
The fields that tin can be parsed on the e-mail are, LEVEL, Mode, PRIORITY, URGENCY, IMPACT, IMPACTDETAILS, CATEGORY, SUBCATEGORY, ITEM, Group, TECHNICIAN, TECHNICIANEMAIL, REQUESTER, REQUESTEREMAIL, REQUESTID, REQUESTTEMPLATE, REQUESTTYPE, STATUS, SITE, ASSET, RESOLUTION and additional field label (the field characterization given in the e-mail must friction match the field label set in the product).
What are the operations that tin can be performed with East-post Command?
The operations that can be performed with E-mail service Control are, creating requests, updating requests, closing requests and assigning requests to other technicians. The operating string for these operations are "Functioning = AddRequest", "Operation = EditRequest", "Functioning = CloseRequest" and "Operation = PickupRequest".
How to stop automatic ticket creation in response to undelivered message notifications from No-reply electronic mail addresses that are primarily used to create tickets in ServiceDesk Plus.

You can practise this in one of the following two ways:

Go to Admin>>Notification Rules>>Request and configure the Junk Filter notification to stop sending notifications to specific email addresses, such as no answer electronic mail addresses or any other automated systems y'all may utilize to create new requests in ServiceDesk Plus.

or

Go to Admin>>Mail Server Settings and configure the Spam Filter with criteria such equally containing "undeliverable" or "MAILER-DAEMON." This will ensure that whatsoever undelivered e-mail is not used to create a new ticket.

Notification Rules

How practise I send cocky service login details to the user ?
Click Admin -> Notification Rules -> Enable the notification which says Send Self-service login details and salvage the settings.
ServiceDesk Plus will send self service login details to users henceforth. ServiceDesk Plus will not send in the details to users already created in the organization.
How exercise I avoid sending notification to some users or users belonging to a specific domain ? (i.due east) I practice not want a notification to be sent for Out of Office replies.
Click Admin -> Notification Rules -> Click Edit criteria next to the following notification.
[ Screenshot ]
Here you tin configure rules which will assistance you avoid sending unwanted notifications from ServiceDesk Plus.
Is it possible to browse solutions without logging into ServiceDesk Plus ?
You can use the link below to access the noesis base of operations without having to Login to ServiceDesk Plus.
http://servername:portnumber/sd/SolutionsHome.sd
Replace the URL with the respective server name and port number.
What is the purpose of Pass-through authentication ?
On enabling Laissez passer-through authentication, ServiceDesk Plus direct authenticates your windows system user proper name and password. Hence yous need not login again to enter ServiceDesk plus, just provide the URL for ServiceDesk Plus and authentication is washed automatically.
You can enable this under Admin -> Active directory.
I take problems logging into ServiceDesk Plus on enabling Laissez passer-through Authentication. How do I disable it through the database ?
If yous have problems logging into ServiceDesk Plus after enabling Pass-through Authentication and then you can disable information technology through the data base.
For MSSQL database : connect to the query analyzer of the SQL server and execute the queries.
For PGSQL database : connect to the database following the beneath steps and and so execute the queries.
Open up command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\pgsql\bin> and utilise the command psql.exe -U postgres -p 65432 -d servicedesk
- Update globalconfig ready PARAMVALUE='fake' where CATEGORY='SSO';
- Restart the Manage engine ServiceDesk Plus service.

Does ServiceDesk Plus back up LDAP ? If so, how tin information technology be configured ?

The latest version of ServiceDesk Plus (five 7.5 and above) supports LDAP.
Login to ServiceDesk Plus, click on the 'Admin' tab, select 'LDAP' nether the 'Users' module to setup LDAP authentication.
Please find the details on how we have configured our Test auto to import users using LDAP.

Domain Controller	:	ldap://helpdesk-test1:389
User Proper name	:	CN=Ambassador,CN=Users,DC=helpdesk-test1,DC=com
Password	:	Countersign
Base of operations DN	:	CN=Users,DC=helpdesk-test1,DC=com
Search Filter	:	(objectClass=person)
LDAP Server Type	:	Microsoft Active Directory

where 'helpdesk-test1' is the name of our Domain Controller .
In example if y'all are using Novell e-directory, you lot could select Novell e-directory from the drop downward menu, salve the settings and cheque whether yous could import the users.

Can I schedule a periodic import of users from Active Directory?
Yes ! You can schedule ServiceDesk Plus to periodically import users from Active directory nether Admin -> Active directory.
Always since the upgrade to v 7.6, technicians do not receive notification when they pickup a request. Is this a alter in blueprint?
Yes, this is a design change from 5 7.half dozen which we call as Intelligent Notification. Normally, when a technician picks up or assigns a asking to him/her self, they do non need to be notified nigh the request assignment. The thought behind this functionality is to avert unnecessary notifications thereby improving the performance.
By default self notification volition non be sent i.e., Intelligent Notification is disabled. If required, this can be enabled from the database.
To enable self notification, execute the query in the database:
update globalconfig set up paramvalue='false' where parameter='IntelligentNotification';

Survey

Where do I enable Survey in ServiceDesk Plus?
Survey tin can exist enabled nether Admin -> Survey settings. Yous tin can configure the default values for welcome message, email content, survey success or failure message, and thank you bulletin. You lot can also schedule the periodicity of conducting the survey.
Is information technology possible to manually send survey for a asking?
Yes information technology is possible. One time a request is airtight click on the Deportment button -> Send Survey for this request.
[ Screenshot ]
How does multi-linguistic communication survey work?
The multi-language feature is applicative only to users who accept purchased the multi-language license.
First, you need to configure the survey in the various languages you require to transport to the finish users. This is accomplished from Admin -> Define Survey -> Survey Translator -> New Translation. Select the language and define the survey with relevant questions. [ Screenshot ]
So the next time a survey is triggered to an end user, the user will have options to cull the preferred language from the Display Language drop down, after which he can answer the survey according to the language selected. [ Screenshot ]

Helpdesk Customizer

I have deleted a category and it is grayed out now. How exercise I reactivate this category ?
Click on Edit push button beside the grayed out category -> Uncheck the checkbox 'Category not for further usage' and save the configuration. This volition reactivate the category.
The same procedure tin can be followed to reactivate a Subcategory or an Item.
Where tin can I view all the Categories, Sub-categories and Items configured in ServiceDesk Plus in a single page ?
The Category Tree View helps you reach this goal ! You can view all Categories, Sub-Categories and Items configured in ServiceDesk Plus.
Become to Admin -> Helpdesk Customizer -> Category -> at the extreme right corner of this screen you have the Tree view icon -> click on this icon to brandish all the Category, Sub category and Item in ServiceDesk Plus.
[ Screenshot ]
Similar to Service Templates, is information technology possible to organize the Incident Templates by category?
Yes, information technology is possible to organize the Incident Templates by category. Become to Admin -> Incident Templates. Edit a template and choose the appropriate Service Category from the Service Category field. This will sort the Incident Templates based on the Service Category and list them when you click on Incident Category drop-down menu.

Data Archiving

What is Data Archiving? How practise I configure it in ServiceDesk Plus?
Data Archiving is a procedure of moving quondam unused requests from the active database into a dissever storage country on a routine basis. Information technology is near useful since the application accumulates large volume of closed/resolved requests that may be required for farther reference, which, in the long run, hinders the performance of your system.
In ServiceDesk Plus, Data Archiving is establish in the Admin tab under General cake.
1. Select the bank check box Enable Schedule Information Archiving.
2. Ready the parameters of the requests that needs to be archived.
3. If there are any specific requests that need to be retained in the active requests list, select the check box Allow Exception. Set the rules by choosing the parameters (Column Proper noun, Criteria and Value) from the available drop-down boxes. All requests that satisfy the rules volition exist held within the active list.
4. Select the schedule information and fourth dimension for the archive procedure. The archiving procedure will be executed everyday at the scheduled time.
5. Save the settings. [ Screenshot ]
Where and how are the archived data stored in the database?
When the data archiving procedure is executed, the archived data is moved into a separate listing of tables in the database. These tables can exist identified easily as they have a prefix "arc_" to their table name. For example: arc_workorder, arc_taskdetails, arc_workorderhistory and so on.
The description, conversations and notifications of the archived requests are stored separately every bit html files under the binder ManageEngine\ME\ServiceDesk\annal binder. The file attachments for the archived requests remain in the same folder as that of agile requests, ManageEngine\ME\ServiceDesk\fileattachments
Where can I view the listing of archived requests?
In one case the requests are archived, you tin view the archived requests from the Request tab. Click Archived Requests link to view the list of archived requests. [ Screenshot ]
You lot tin can also view the archived requests by clicking on Quick Actions at the top left side and selecting Archived Requests from the driblet down menu. [ Screenshot ]
How do I carry a search for the Annal Requests? Besides, is it possible to generate reports on the archived requests?
You can deport a search for the archived requests by using the Search option in the Asking module. Select Archived Requests and enter the keyword to search for a particular request. [ Screenshot ]
Y'all tin can create custom reports on the archived requests. To practice then, click Reports tab -> New Custom Reports, select the module every bit Archived Requests. You lot tin likewise generate reports by executing a query on the query editor under Reports -> New Query Report. [ Screenshot ]

Self- Service Portal

How do I remove the Portal Usage video in the Requester Login (Self-Service Portal)?

Delight connect to the database and execute the query,
update globalconfig prepare paramvalue='false' where parameter='show_video_to_user';
Refer to the link given beneath to connect to the Database:
https://world wide web.manageengine.com/products/service-desk/faq-general-modules.html#database2
On executing the query, restart ManageEngine ServiceDesk Plus service.
I want to modify the Portal Usage video in the Self-Service Portal. How practice I go about doing it?
To change the URL for the Portal Usage video, please login as a user in the ServiceDesk Plus awarding. Right-click on the video link and select Copy Link location. Open a Notation Pad and Paste the URL content. The original URL is:
https://www.manageengine.com/products/service-desk/itsm-videos/
Next, login every bit a Technician in ServiceDesk Plus. Go to Admin -> Translation and search for the above URL. When yous get the URL, alter it to the your required name. For example: http://www.xyz.com . Salve it and restart ManageEngine ServiceDesk Plus Service.
How do I edit the HTML content in the Self-Service Portal?
You lot can modify the content on the HTML section by editing the file SelfServiceHelp.html nether [ServiceDesk Home\Custom] folder.
How practise I remove the HTML section in the Self-Service Portal?
To remove the HTML section of the Self-Service Portal, rename the file under [ServiceDesk Habitation\Custom] SelfServiceHelp.html to SelfServiceHelp_old.html.
I'1000 unable to view the Incident Template carte du jour and the Service Asking Template menu after upgrading to version 8.1.
After upgrading to version 8.1, by default, the Incident Itemize and Service Itemize will exist merged as Request Itemize.
In order to split up this into Incident Catalog and Service Itemize, become to Admin-> Self-Service Portal Settings and set the "Combine incident and service templates listing for the service" option to 'No', and salvage the settings.
How practice I hide the the Default Request Template from the Requesters?
To disable the default request template, become to the Admin-> Self-Service Portal Settings and set the "Disable default request template for requesters" to 'Aye', and save the settings.
What is Dynamic user addition?
Assume in that location is a new employee joining your organization, you lot have created an account for him in the Agile directory. Only you lot take not imported him from Advertisement into ServiceDesk Plus, so he is not in the organization however.
All you have to do is to provide this user with the URL for ServiceDesk Plus login screen. The moment the user enters his domain username, password, selects the domain he belongs to and clicks login he will be automatically added into ServiceDesk Plus as a requester. This is called Dynamic user add-on.
By using the Dynamic user addition characteristic new users are automatically added into ServiceDesk Plus without performing an AD import. Y'all can enabled or disabled this feature nether Admin -> Self-Service Portal Settings.

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

Permit'south support faster, easier, and together

Let's support faster, easier, and together