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Logging Help Desk Requests as Tickets


Desktop Central MSP enables you to contact their support team by logging help desk requests. This feature can be integrated with ServiceDesk Plus MSP. Integrating this feature with ServiceDesk Plus MSP enables you to log helpdesk-related requests in ServiceDesk Plus MSP as tickets using Desktop Central MSP.

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 MSP. You can also add tickets if required.

Benefits

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

Prerequisites

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 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

Logging Help Desk Requests & Alerts as Tickets in ServiceDesk Plus MSP

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 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 Log Help Desk Requests as Tickets checkbox

  2. Generate and authentication key and provide it here.

  3. Click Save

    If you select HTTPS mode of communication, you must provide the SSL certificate of ServiceDesk Plus. To do this copy the file "sdp.keystore", to your computer, from the following location:

    <ServiceDesk Plus Installation Home>/Server/Default/conf directory

    Select the file that you have copied using the Choose File button.

     

    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.