Logging Help Desk Requests as Tickets


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.

Benefits

The benefits include the following:

  1. Submit requests without logging in

  2. Send requests using predefined templates and can even attach screenshots automatically.

  3. Use customizable subject lines to configure the HelpDesk application and enable automatic assignment of tickets

  4. Configure settings in Desktop Central to log the following asset-related alerts as tickets in ServiceDesk Plus. These include alerts related to:

Prerequisites

Before you begin logging helpdesk-related requests as tickets or sending them using e-mail, you must ensure the following:

  1. Ensure that the build numbers conform to the details given below:

  2. Run both Desktop Central and ServiceDesk Plus in your network

  3. Manage all the computers in your network using Desktop Central

Logging Help Desk Requests & Alerts as Tickets in ServiceDesk Plus

To log help desk requests and alerts from Desktop Central as tickets in ServiceDesk Plus, follow the steps given below:

  1. Click the Admin tab

  2. In the Global Settings section, click ServiceDesk Plus Settings

  3. In the ServiceDesk Plus Settings section, check the Enable ServiceDesk Plus Integration checkbox

  4. In the Service Desk Server Plus Details section, specify the following details about the ServiceDesk Plus Server:

      1. IP address/DNS name

      2. Port number

      3. Required communication protocol

  1. In the Features to Integrate section,  select Log Help Desk Requests as Tickets checkbox

  2. Click Save

If you select HTTPS mode of communication, Select the Product Type :If you are using an standalone installation of ServiceDesk Plus product, select the ServiceDesk Plus option.  If you wish to integrate with the ServiceDesk module within IT360 product, select IT360 option.

you must provide the SSL certificate of ServiceDesk Plus.  copy the file "sdp.keystore" located in <ServiceDesk Plus Installation Home>/server/default/conf directory to your local computer and Browse to select this file here.
If you are using IT360 product with HTTPS communication enabled, copy the file "it360.keystore" located in <IT360 Installation Home>/servicedesk/server/default/conf directory to your local  computer and Browse to select this file here.  
If you are using a third-party SSL certificate, like GoDaddy, you need to provide the keystore file that you have generated.

If you are using a third-party SSL certificate, you must also provide information regarding the alias name you provided when generating the keystore file and the password for the keystore.

Checking the third party SSL keystore alias name and password

Ensure that the keystore alias name and the keystore file password are correct when using a third-party SSL certificate in your ServiceDesk Plus installation.

Determining the password required to access the keystore file

To determine the password required to access the keystore file, follow the steps given below:

  1. Navigate to the server.xml file. The path is<ServiceDesk_Home>\server\default\deploy\jbossweb-tomcat50.sar
  2. Determine the value of the parameter keystorepass

You have determined the password required to access the keystore file. You can use this password to determine the alias name of the keystore.

Determining the alias name of the keystore file

To determine the alias name of the keystore file, follow the steps given below:

  1. Using the command prompt, navigate to <ServiceDesk_Home>\jre\bin
  2. Execute keytool -list -v -keystore <ServiceDesk_Home>\server\default\conf\sdp.keystore -storepass <ServiceDesk KeyStore File Password>

You will find the alias name of the keystore file here.

Note : If you are using a PFX Certificate File, then Specify the "asc" as ServiceDesk Keystore Alias Name
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