These questions were raised during ServiceDesk Plus Integration Training
Should scanning be initiated manually from ServiceDesk Plus or Desktop Central to get asset data? Desktop Central will scan the comptuers peridocically and update the asset data to ServiceDesk Plus.
Can user submit attachment(s) to ticket and update more info after ticket has been submitted including cancel ticket if user no longer need assistance? User can attach screen shots as well as recorded videos along with the tickets. We do not support cancelling the tickets, it is in our roadmap.
Can i add specific details on the asset like purchase details or asset ID in Desktop Cental? We are currently coming up with the feature, where you can choose to create your own custom columns. Custom Columns will allow you to feed in any data, in the desired format. This will be available soon.
In order to use the self service portal do you need enterprise edition of Desktop Central?Yes, this feature is limited to Enterprise Edition. Here is a detailed comparison the features based on editions. You can view the details on the various editions here
Do you need the enterprise version of DC in order to create a ticket from the agent? This feature is supported on both the "enterprise edition and Professional edition".
What functional and operational differences are there between SD agent and DC agent?:Desktop Central agent is far more capable than service desk Plus. Desktop Central agent has the ability to fetch data whenever a new hardware/software is added/removed. You can also use Desktop Central agent to deploy patches, install software, execute configurations and lot more. If you have Desktop Central integrated with service desk Plus, you would not require service desk agents, Desktop Central agents will take care of the requirements.
I have DC and SDP integrated but i cannot see remote connection icon under open ticket?. Why?Remote connection icon will be visible only if the Asset is mapped to this request and the technician has "Remote Control Role" enabled.
Every year I have a lot of license to be renewed, Can ServiceDesk Plus or Desktop Central track them and remind me on those?Yes, this can be done using Desktop Central by schedule a specific report. You can create the report from, Inventory -->Inventory Reports -->License Renewal