Create an email account, say "ServiceDesk" in your mail server. Configure a password for this account.
Configure the settings in ServiceDesk Plus 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.
Ask your requesters to send their requests to "servicedesk@yourdomain.com".
ServiceDesk Plus will fetch emails at regular intervals and automatically convert them into tickets.
How do I merge requests ?ServiceDesk Plus 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 -> bBack to Questions
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
Connect to mysql database as follows:
From the command prompt, C:\ > cd ManageEngine\ServiceDesk\mysql\bin
cmd > mysql.exe -u root -P 33366 service desk
Note: For MS SQL connect to the Query analyzer of the SQL server
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 ]
Restart ManageEngine ServiceDesk Plus service. Note: Existing request id numbers cannot be changed. The new request id will start from 19001.
For MYSQL database
1. Connect to MYSQL Server on Port 33366 using the command from the SD+ server console
cmd > cd [SERVICEDESK PLUS Home]\mysql\bin
cmd> mysql.exe -u root -P 33366 servicedesk
To find Administrator login:
select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
2. Use the following query to reset the "admin" password
mysql> update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id join AaaLogin on AaaAccount.login_id = AaaLogin.login_id set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where name like 'admin%';
For MS SQL To find Administrator login:
select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser au on al.user_id=au.user_id left join sduser sd on au.user_id=sd.userid where aar.role_id=4 and sd.status='ACTIVE';
Use the following query to reset the "admin" password
update AaaPassword set PASSWORD='2+uYvE3SLfO3XaHl+CaGLA==', SALT='1103287238602' where PASSWORD_ID = ( select AaaPassword.PASSWORD_ID from AaaPassword LEFT join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id LEFT join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id LEFT join AaaLogin on AaaAccount.login_id = AaaLogin.login_id where name = 'administrator' )
Instead of admin at the end of this query you have to enter the name of the person for whom you would like to reset the password. [ Screenshot ]
Attached is a screenshot for your reference. Using the first query, the list of admin users were found and from the second you can reset the password for administrator to admin.
After resetting the password you will be able to login with password as admin, provided you select localauthentication in the logonto dropdown list. Note: For MSSQL connect to the query analyzer of the SQL server and execute the same queries.Back to Questions
Is it possible for the system to automatically assign priority for requests ?The Priority Matrix (Admin -> Helpdesk Customizer) helps you to determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis and Urgency in the x-axis of the matrix. Priority Matrix is a one-time configuration by the Administrator for the given Impact and Urgency values.
Based on ITIL best practices, it is recommended to define and follow priority matrix as it reflects the business need. However it is designed flexible enough for technicians and requesters to override the matrix according to their needs.Back to Questions
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 helps you with Incident Closure
Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus 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
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 in our latest version (v 7.5)
You can disable this option under Admin -> Helpdesk Customizer -> Request Closing Rules -> Confirm User Acknowledgment section. Back to Questions
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
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