ManageEngine IT360 - ServiceDesk - FAQs

Service Desk - Common to all Editions

  1. When I am in 'Service Desk' module of IT360 and navigate to the 'Technicians' screen, the 'Actions' button is not available, so I am unable to perform actions such as 'Deleting users'. However, i have seen it in the standalone ServiceDesk product. Please assist.

  2. How to take Service Desk backup in all editions of IT360?

  3. I could find Duplicate Requester entries in ServiceDesk. How does this occur?

  4. I moved a user to 'Technician' category in the IT360 Console and again assigned the user as 'Requestor', but the user name still exists in the Technician list in ServiceDesk. Why is it so?

  5. How to make Group notifications in Service Desk module?

  6. I couldn`t find any option for Service Desk Tool in the web console.What could be the reason?

  7. Is there a template to load assets into CMDB?

Service Desk - MSP Edition

  1. I logged in through Admin in Service desk to associate a technician to a list of sites. I was able to view only one customer site list, whereas I created two customers with 2 sites each. Please clarify.

  2. I couldn`t find any Groups under the 'Available Groups' field in the 'Edit Technician' wizard of MSP ServiceDesk Plus console. Hence, I am unable to associate Groups for Technicians. What is the proposed solution?

Service Desk - Common to all Editions

1. When I am in 'Service Desk' module of IT360 and navigate to the 'Technicians' screen, the 'Actions' button is not available, so I am unable to perform actions such as 'Deleting users'. However, i have seen it in the standalone ServiceDesk product. Please assist.

In Service Desk, all actions such as, Adding and Deleting Technicians are carried out in the IT360 Console, as the user management of ServiceDesk is integrated with IT360.

Hence, to add/delete technicians, please navigate to Console`s 'Admin --> General --> User Management'.

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2. How to take Service Desk backup in all editions of IT360?

Follow the below steps to take Service Desk backup, in all editions of IT360:

  1. Shutdown the IT360 server.

  2. Take a backup of the IT360 ServiceDesk data, using the 'backupdata.bat' script available under '<IT360_Home>/servicedesk/bin'.

  3. Restore the backed up data into IT360, using 'restoreData.bat' script available under '<IT360_Home>/servicedesk/bin'.

  4. Reinitialize the consoledb using the script 'reinitializeDB.bat' available under '<IT360_home>/bin'.

  5. Start the IT360 server.

Note: This is applicable to the Professional Edition, Enterprise Edition [Central only] and MSP Edition [Central only].

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3. I could find Duplicate Requester entries in ServiceDesk. How does this occur?

The existence of Duplicate Requester entries in ServiceDesk is due to the presence of 2 users, with the same names, but different Domain names.

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4. I moved a user to 'Technician' category in the IT360 Console and again assigned the user as 'Requestor', but the user name still exists in the Technician list in ServiceDesk. Why is it so?

It is possible to assign only Requesters as Technicians. If you re-assign the Technicians as Requesters, that change is updated only in the Console and not in the ServiceDesk, as there is possibility of tickets or problems or change requests associated to that particular technician. Hence, it is recommended not to reassign the Technicians as Requesters.

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5. How to make Group notifications in Service Desk module?

You can make Group notifications, in Service Desk module of IT360 - Professional edition and Enterprise edition (Central), by doing the following:

  1. Navigate to 'Service desk -> Admin -> Technicians Group' and select the following check box(s):

  2. Navigate to 'Admin -> Notification Rules' and select 'Alert Group Member' checkbox(s).

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6. I couldn`t find any option for Service Desk Tool in the web console.What could be the reason?

If the license is not enabled for the Service Desk Tool, then the Service Desk link will not be available.

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7. Is there a template to load assets into CMDB?

Yes. You can use this sample csv file. Ensure that all the records that you want to import contains same number of fields.

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Service Desk - MSP Edition

1. I logged in through Admin in Service desk to associate a technician to a list of sites. I was able to view only one customer site list, whereas I created two customers with 2 sites each. Please clarify.

In order to associate a technician to a list of sites, follow the below steps:

  1. Go to Service Desk console and click the 'Admin' tab.

  2. Click under 'MSP Details'.

  3. Click icon against the technician, whom you want to associate with the sites. All the available customers and the associated sites are displayed under the sub-topic 'Available Sites' below the topic 'Associate the site(s) with Technician'.

  4. Choose the site(s), which you want to associate with the Technician, under 'Available Sites' and click icon.

Now, the sites chosen by you will be moved under 'Associate Sites', i.e. the chosen sites are associated with the Technician.

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2. I couldn`t find any Groups under the 'Available Groups' field in the 'Edit Technician' wizard of MSP ServiceDesk Plus console. Hence, I am unable to associate Groups for Technicians. What is the proposed solution?

If you are unable to associate Groups for your Technicians, then follow the below steps;

  1. Login to the MSP ServiceDesk Plus console.

  2. Navigate to 'Admin -> Sites'.

  3. Select the 'Account'. The list of Sites under the selected Account is displayed.

  4. Now, click the 'Edit' icon, corresponding to the Site, for which you wish to configure the Group settings.

  5. Set the 'Groups' value as ' Copy Default Settings'. (under 'Related Settings - How to Configure?').

  6. Click 'Save'.

Now, you can view the list of Groups under the 'Available Groups' field in the 'Edit Technician' wizard, and you will be able to associate the Groups for your Technicians.

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