Create an email account, say "ServiceDesk" in your mail server. Configure a password for this account.
Configure the settings in ServiceDesk Plus - MSP software using Admin -> Mail Server Settings -> Incoming. Specify the email address as "firstname.lastname@example.org" and the username as "ServiceDesk". Select the protocol through which you prefer to fetch the messages say, POP or IMAP.
For each account, create a mail alias in the mail server which maps to the email address "email@example.com". Eg: firstname.lastname@example.org as an alias for Account1 which maps to "email@example.com".
When creating accounts, for each account, enter the mail alias that you created for that account as the 'support e-mail address'. This is the address to which the requesters from an account will send their e-mail requests.
Once a requester sends a mail, it will be received at the mail server
ServiceDesk Plus - MSP will fetch emails at regular intervals from your e-mail address and automatically convert them into tickets for the corresponding account.
How do I merge requests?ServiceDesk Plus - MSP helps you to merge 2 or more requests and combine them into a single request. Requests can be merged from the request list view page and from a request details page. The following two examples will help you in understanding the merging technique and after the merging process which request will be the parent request.
a) I'm in the Request List view screen where I'm able to view all the requests in the helpdesk. I'm going to merge 2 requests say, Request id 10 and 7. So I select the check box beside these requests and click on the Merge button. Which request id will be the parent request?
Answer -> a
If you merge two requests from the request list view, then the older request will be the parent request and the new request will be the child request. In other words, the newly added request is merged with the old request.
b) I'm in the request details page of Request id 7. I choose 'Merge Request' option under the Actions button to merge this request with Request id 10. Which request id will be the parent request?
Answer -> b
Note: In the requests list view page, there is no restriction on merging requests across accounts. When you do this, both requests will be merged and will belong to the same account as that of the older request. So, the request for the account with the greater request number is actually lost. Hence, merging of requests across accounts should not be done. Back to Questions
How do I change the overdue time of a request?This is a Service Level Agreement configuration which can be configured according to your convenience.
Go to Admin -> Service Level Agreement -> edit the given SLA and change the resolution time accordingly so that you can have the desired time frame before a request becomes overdue.Back to Questions
Connect to mysql database as follows:
From the command prompt, C:\ > cd ManageEngine\ServiceDesk-MSP\mysql\bin
mysql.exe -u root -P 33366 servicedesk
Note: For MS SQL connect to the Query analyzer of the SQL server
Create a dummy workorder as follows:
mysql> insert into workorder (WORKORDERID, REQUESTERID) values (19000,2);
[ 19000 is the dummy workorder id number to start the requestid from 19001. 2 is a valid requester id. You may have to check the AaaUser for a valid requester id. Rest of the values can be the same as shown above ]
Restart ManageEngine ServiceDesk Plus - MSP service. Note: Existing request id numbers cannot be changed. The new request id will start from 19001.
When creating accounts, for each account, enter the 'support e-mail address'. This is the address to which the requesters from an account will send their e-mail requests. Eg: firstname.lastname@example.org
At the mail server of each account, configure the server such that mails received on the support e-mail address are forwarded to the e-mail address that you have configured under Admin -> Mail Server Settings -> Incoming -> Email address
Once a requester sends a mail, it will be received at the corresponding account's support e-mail address, this will be forwarded to your e-mail address.
ServiceDesk Plus - MSP will fetch emails at regular intervals from your e-mail account and automatically convert them into tickets.
What happens when a requester sends a mail directly to my(MSP's) e-mail address?If the 'from' e-mail address of the e-mail matches any of the existing requester's e-mail addresses, a request for that requester will be created. Otherwise, a new request and new requester will be created who will not be assigned to any account. The administrator can view this request and requester when he selects 'All Accounts' under the requests and Admin->Requesters page respectively. The administrator has to edit the request and the requester and assign them to the correct site and account. Back to Questions
What is Automated Close? How it is related to resolved status? According to ITIL an incident must be closed only when the user confirms that the solution provided is beneficial in resolving the incident. Helpdesk technicians are the Single Point of Contact to keep the users informed by tracking the status and making sure that all incidents are responded and closed. It is a tedious process to make sure that all users have confirmed on their incident closure. i) Create and Educate users about your closure policies
You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved and if users do not respond within 2 days, we will assume that the users have agreed on the incident closure. ii) ServiceDesk Plus - MSP helps you with Incident Closure
Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus - MSP will send an email to the requester asking if the resolution helped. If the users does not respond within 2 days the request will be automatically closed. Note: Technicians should not close the ticket; instead they should move the ticket to 'Resolved' status.
To configure Automated Close, select Admin -> Helpdesk customizer -> Request closing rules.
[ Screenshot ] Back to Questions
How can a requester re-open a resolved request if the resolution provided is unsatisfactory?Enable the notification rule 'Email User when a Request is Resolved' under Admin ->Notification Rule, to send an email to the requester when the technician changes the request Status to 'Resolved'. The user can look into the resolution provided by the technician in the email. A Close Request link will be available with which, the requester can close the request raised by him. If the resolution provided by the technician is unsatisfying, then the requester can reply back to the notification mail to reopen the request. Back to Questions
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