User

1. I have purchased a 10 technician license. What is the maximum number of technicians that can be added ? You 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 as Non-Login technicians.
   You may wonder the purpose of these Non-Login technicians ? Login permission cannot be enable to these technicians, but you can 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 not log into the application but be notified about the issues which are assigned to them. When a Request is assigned to these technicians they will receive a notification email from ServiceDesk.
   Plus in their Blackberries and when they reply to the notification email after completing their job, ServiceDesk Plus appends this email into the original request automatically.Back to Questions
2. I would like to delete the default administrator account as it takes up a license ? How do I go about it ? You can remove "Administrator" account from the application by following 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 can either delete the Administrator account or you can click on the Administrator and remove the login on selecting Yes.
   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.Back to Questions
3. Is it possible for a requester to view all requests of his/her department without changing him/her as technicians ?Yes it is possible. We call this the Department head role. Go to Admin -> Requesters -> Edit the particular requester -> In Requester allowed to view section, select the option 'Show all their departments requests', which will give the requester the ability to view all the requests of his/her department.
   In the latest version of ServiceDesk Plus (v 7.5 and above) we have the Site head role which will allow requesters to view all the requests of the Site they belong. In Requester allowed to view section, select the option 'Show all their Site requests', which will give the requester ability to view all the requests of their Site.
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4. I would like to delete a technician. But what will happen to the Requests, Problems and Changes associated to him ?When you delete a technician, all the closed Requests, Problems and Changes will still remain assigned to his name as a historic reference.
   Requests, Problems and changes in any other status (resolved, open, etc) except the closed status will move to unassigned status. This is the way ServiceDesk Plus is designed.Back to Questions
5. I have a technician who is no more with the organization. I do not want to delete him as there 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 ?Yes, it is possible to de-activate the technician account. Since ServiceDesk Plus is licensed based on the number of technician login, by removing the login you will be able to achieve your goal.
   Go to Admin -> Technicians -> Edit the particular technician and -> remove the login on selecting Yes and save the configuration.
   Now the old technician login account is disabled. You can add a new technician with login permission. Back to Questions
6. What is Dynamic user addition ?Assume there is a new employee joining your organization, you have created an account for him in the Active directory. But you have not imported him from AD into ServiceDesk Plus, so he is not in the system yet.
   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 addition.
   By using the Dynamic user addition feature new users are automatically added into ServiceDesk Plus without performing an AD import. You can enabled or disabled this feature under Admin -> Self-Service Portal Settings.Back to Questions
7. Can requesters add task ?No, only Technicians and Administrators can add tasks and delegate work accordingly.Back to Questions

Configurations

1. There are certain domains listed in 'Log on to' drop down menu in the initial login screen that I do not need. How do I remove these domains ? Try the following configuration.
   Click Admin -> Windows Domain Scan -> Edit the domains which you do not want to be shown in the login screen and uncheck the checkbox which says Public Domain. By this you can avoid these domains from showing up in the log in screen.Back to Questions
2. We have enabled Active Directory Authentication and requesters login into ServiceDesk Plus using their AD credentials. Suppose we reset the requester password in AD, then how soon the same will be reflected into ServiceDesk Plus, so that requesters will be able to login through their new AD credentials ?ServiceDesk Plus does not store the AD password, it just authenticates the password with AD. While performing an AD import, ServiceDesk Plus will import and store the Login information and Domain information from AD (ie) Login name and the domain to which the users belongs. So when the user enters his login name and enters the new password, the password is authenticated with AD and the user is allowed to log into ServiceDesk Plus instantaneously.Back to Questions

Business Rules

1. What is the purpose of organizing business rules ?Organizing business rules will help us in decide the order in which the rules should be applied on the requests that are fetched by the application. Business rules have to be organized in such a way that the rules do 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 understand the process better.
   Scenario: The Category HARDWARE has 2 subcategories,
   1) Server and 2) Workstation.
   3 Business 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 rules be organized for it to work properly.
   a) 1,2,3
   b) 3,2,1
   c) 2,1,3
   Answer ->bBack to Questions

Mail Server Settings

1. I do not want some mails to be fetched into SeviceDesk Plus such as, Out of office emails. Can this be enabled ?You can configure rules in Spam filter (Admin -> Mail server settings -> Spam Filter) in such a way that mails matching certain criteria will be fetched from the mailbox and dropped before it is fetched inside ServiceDesk Plus.Back to Questions
2. If for some reason the mail fetching stops, how do I get to know about the problem immediately ?Enable the following notification which will alert you when mail fetching stops under Admin -> Notification Rules.
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Notification Rules

1. How do I send self service login details to the user ?Click Admin -> Notification Rules -> Enable the notification which says Send Self-service login details and save 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 system.Back to Questions
2. 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. Click Admin -> Notification Rules -> Click Edit criteria next to the following notification.
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   Here you can configure rules which will help you avoid sending unwanted notifications from ServiceDesk Plus.Back to Questions
3. Is it possible to browse solutions without logging into ServiceDesk Plus ?You can use the link below to access the knowledge base without having to Login to ServiceDesk Plus.
   http://servername:portnumber/sd/SolutionsHome.sd
   Replace the URL with the corresponding server name and port number.Back to Questions
4. What is the purpose of Pass-through authentication ?On enabling Pass-through authentication, ServiceDesk Plus directly authenticates your windows system user name and password. Hence you need not login again to enter ServiceDesk plus, just provide the URL for ServiceDesk Plus and authentication is done automatically.
   You can enable this under Admin -> Active directory.Back to Questions
5. I have problems logging into ServiceDesk Plus on enabling Pass-through Authentication. How do I disable it through the database ?If you have issues logging into ServiceDesk Plus after enabling Pass-through Authentication then you can disable it through the data
   base. For MYSQL database
   1. Connect to MYSQL Server on Port 33366 using the command from the ServiceDesk Plus server console.
      cmd > cd [Service Desk Home]\mysql\bin, where Service Desk Home -> C:\ManageEngine\ServiceDesk
      cmd> mysql.exe -u root -P 33366 servicedesk
   2. Execute the following query
      Mysql> update globalconfig set PARAMVALUE='false' where CATEGORY='SSO';
   For MS SQL database
   1. Connect to the query analyzer of the SQL server and execute the following query:
      Update globalconfig set PARAMVALUE='false' where CATEGORY='SSO'
   2. Restart the Manage engine ServiceDesk Plus service.
   Back to Questions
6. Does ServiceDesk Plus support LDAP ? If so, how can it be configured ?The latest version of ServiceDesk Plus (v 7.5 and above) supports LDAP.
   Login to ServiceDesk Plus, click on the 'Admin' tab, select 'LDAP' under the 'Users' module to setup LDAP authentication.
   Please find the details on how we have configured our Test machine to import users using LDAP.
   

   Domain Controller	:	ldap://helpdesk-test1:389
   User Name	:	CN=Administrator,CN=Users,DC=helpdesk-test1,DC=com
   Password	:	Password
   Base 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 case if you are using Novell e-directory, you could select Novell e-directory from the drop down menu, save the settings and check whether you could import the users.Back to Questions
7. Can I schedule a periodic import of users from Active Directory ? Yes ! You can schedule ServiceDesk Plus to periodically import users from Active directory under Admin -> Active directory.Back to Questions

Survey

1. Where do I enable Survey in ServiceDesk Plus ?Survey can be enabled under Admin -> Survey settings. You can configure the default values for welcome message, email content, survey success or failure message, and thank you message. You can also schedule the periodicity of conducting the survey. Back to Questions
2. Is it possible to manually send survey for a request ?Yes it is possible. Once a request is closed click on the Actions button -> Send Survey for this request.
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Helpdesk Customizer

1. I have deleted a category and it is grayed out now. How do I reactivate this category ? Click on Edit button beside the grayed out category -> Uncheck the checkbox 'Category not for further usage' and save the configuration. This will reactivate the category.
   The same procedure can be followed to reactivate a Subcategory or an Item.Back to Questions
2. Where can I view all the Categories, Sub-categories and Items configured in ServiceDesk Plus in a single page ?The Category Tree View helps you accomplish this goal ! You can view all Categories, Sub-Categories and Items configured in ServiceDesk Plus.
   Go to Admin -> Helpdesk Customizer -> Category -> at the extreme right corner of this screen you have the Tree view icon -> click on this icon to display all the Category, Sub category and Item in ServiceDesk Plus.
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   Back to Questions