Desktop Central enables you to contact their support team by logging help desk requests. This feature can be integrated with ServiceDesk Plus. Integrating this feature with ServiceDesk Plus enables you to log helpdesk-related requests in ServiceDesk Plus as tickets using Desktop Central.
You can also use predefined templates available in the Tickets tab to send requests. These templates comprise of predefined messages. You can modify the subject and content of these messages as required and send the tickets as requests using the tray icon of Desktop Central. You can also add tickets if required.
The benefits include the following:
Submit requests without logging in
Send requests using predefined templates and can even attach screenshots automatically.
Use customizable subject lines to configure the HelpDesk application and enable automatic assignment of tickets
Configure settings in Desktop Central to log the following asset-related alerts as tickets in ServiceDesk Plus. These include alerts related to:
Recently added hardware
Commercial software applications that have recently been installed or uninstalled
Prohibited software applications that have recently been installed
Software compliance issues related to expired licenses or under licensed software applications
Before you begin logging helpdesk-related requests as tickets or sending them using e-mail, you must ensure the following:
Ensure that the build numbers conform to the details given below:
Desktop Central: Professional Edition, Build number 70133 or later versions
ServiceDesk Plus: Version 8.0 or later versions
Desktop Central server and ServiceDesk Plus server should be reachable in your network
Manage all the computers in your network using Desktop Central
To log help desk requests and alerts from Desktop Central as tickets in ServiceDesk Plus, follow the steps given below:
Click the Admin tab
In the Integration Settings section, click ServiceDesk Plus Settings
In the ServiceDesk Plus Settings section, check the Enable ServiceDesk Plus Integration checkbox
In the Service Desk Server Plus Details section, specify the following details about the ServiceDesk Plus Server:
IP address/DNS name
Port number
Required communication protocol
In the Features to Integrate section, select Log Help Desk Requests as Tickets checkbox
Click Save
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If you have chosen the communication protocol as HTTPS, restart your computer for the changes to reflect. |
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