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Adding Worklog to Requests for Remote Connections

For remote connections established using Desktop Central MSP, you have an option to add the reason for the remote connection as a worklog entry to your ServiceDesk Plus MSP request.

Prerequisites

  • Ensure that the build numbers conform to the details given below:

    • Desktop Central MSP: Professional Edition, Build number 80000 or later versions

    • ServiceDesk Plus MSP: Professional Edition, Build number 7601 or later versions

  • Run both Desktop Central MSP and ServiceDesk Plus MSP in your network

  • Manage all the computers in your network using Desktop Central MSP

  • Ensure that the Customer Names in Desktop Central MSP is same as the Account Name in ServiceDesk Plus MSP

  • Similarly, the Remote Office Name in Desktop Central MSP should be same as Site Name in ServiceDesk Plus MSP

Steps to Integrate and Add Worklog Entries

  1. Click the Admin tab

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

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

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

      1. IP address/DNS name

      2. Port number

      3. Required communication protocol

  1. In the Features to Integrate section,  select Add Work Log for Remote Connections checkbox

  2. Generate and authentication key and provide it here.

  3. Click Save

To add a Worklog entry, you should specify the ServiceDesk Plus MSP Request ID while taking a remote connection using Desktop Central MSP. When specified, the reason specified for establishing the remote connection will automatically get updated as a worklog of the Request ID specified here.