ServiceDesk Plus

    Preventive Maintenance


    You can create a Preventive Maintenance Task for regular maintenance such as changing the printer toner every month or perform a regular service shutdown. Creating a preventive maintenance is a two-step process -


    1. Creating a Task Template

    2. Task Scheduling   



    To schedule a preventive maintenance task,

    1. Log in to the ServiceDesk Plus application using the user name and password of an admin user.

    2. Click the Admin tab in the header pane.

    3. In the Organizational Details block, click Preventive Maintenance Tasks. This opens Request Maintenance Tasks page.

    4. Click Add New PM Task link. This opens Add Preventive Maintenance Task page.


    Create a Task Template

    1. The Task Template opens to view the 'Default Incident Template' form configured in Incident Template. To schedule a request using the templates, select the template from Change Template drop down.

    2. In the default incident template, select the Request Type from the combo box. Request Type denotes the type of request sent by the requester to the help desk team.

    3. Select the Status of the request, the Mode of request submission, Level and Priority of the request from the drop down box.

    4. Also, select the Impact, Impact Details and Urgency of the request from the corresponding drop down box.

    5. In the Requester Details block, specify the Requesters Name, Contact Number, Job Title and Department of the requester.

    6. You can select the requester from the list of users configured in the application. Click requester lookup icon userslookup beside the requester name field. The Requester List window pops up.


    To select a requester from the list, click the hyper-linked requester Name. The requester name and details associated with the requester are populated in the requester details block.

        • If the requester list is huge, then click on the Alphabets at the top of the page to view only a selected group of requesters.

        • Conduct an instant search for the requester by entering the search string in Search Requester List field and click Go.

        • If you are aware of any requesters details such as name, login name, department, email and so on, then conduct a column-wise search using the search icon search.

        • In addition, add new requester directly by clicking the Add Requester button from the requester list page.

        • Also, you have an option to edit the requester details directly from this page. Click the edit iconedit-icon-in-select-requester-pagebeside the requester name to perform the edit operation.   

    1. The assets associated to the requester are populated in the Asset drop down. Select the Asset from the drop down. If the issue is caused by a network resource such as a router or an access point, then click the icon dropdown_list and select the asset.

      In Select Assets pop-up window, you can filter the assets by selecting the Type of assets such as, access point, routers, workstation and so on, from the drop-down. Selecting All Assets from drop-down menu lists all the assets available in the application, irrespective of the asset type.


    1.  By default, if the location of the requester is configured in the application, then the same is populated in the Site field. In certain scenarios, the requester may raise a request from one site to a problem in another site. In this case, the site in which the issue persists should be selected.  

    2. On selecting the site, the groups corresponding to the site gets populated under the Group field. The request is routed to the particular group by selecting the Group name from the drop down.

    3. On selecting the Group, technicians associated with the Group alone are listed in the Technician drop down list. Select a Technician to handle the request from the drop down.

    4. Select the Service Category which is effected by the incident from the drop down.

    5. Select the relevant category under which the request is classified from Category drop down box.

    6. Also, select the relevant Sub-Category and Item from the drop down box.

    7. Specify the subject line to be displayed while sending the request in the Subject text field. The subject line is displayed as the request title and is a mandatory field.

    8. Provide a detailed description with any other associated details relevant to the request in the Description text box.

    9. To attach a file to the task template click Attach File button to attach files.

    10. Click Next>> button for Task Scheduling.


    Task Scheduling

    To schedule a task, select the time frame from the listed options:


    Daily Schedule: To run a daily maintenance task, click Daily Schedule radio button.

    1. Select the Time at which the maintenance task should be scheduled from the combo box.

    2. Select the Date on when the maintenance task should be scheduled from the Calendar button.

    3. Save the details.

    Weekly Schedule: To run a weekly maintenance task, click Weekly Schedule radio button.

    1. Select the day of the week by enabling the corresponding check box beside the day of the week.

    2. Else if you wish to schedule on all days of the week, then click Everyday check box.

    3. Select the Time frame to schedule the task from the combo box.

    4. Save the details.   

    Monthly Schedule: To run a monthly maintenance task, click Monthly Schedule radio button.

    1. Select the month to run the task by enabling the check box beside Every Month.  

    2. Select the Date on when the task should be scheduled from the combo box.

    3. Select the Time at which the task should be scheduled from the combo box.

    4. Save the details

    Periodic Schedule: To run a periodic maintenance task, click Periodic schedule radio button.

    1. Specify the day (s) in the given text field to schedule the maintenance task. i.e after every specified nth day the maintenance task will be executed.

    2. Save the details.

    One Time Schedule: To run a one-time maintenance task, click One Time Scheduling radio button.

    1. Select the Date & Time on when the maintenance task should be executed.

    2. Save the details.

    For Example:

    If you wish to schedule a monthly task to change the printer cartridges,

    1. Select Monthly Schedule radio button.

    2. Select the check box every month.

    3. Choose the date from the combo box. Ex: 3rd of every month.

    4. Select the time from the combo box. Ex: 1500 hrs.

    5. Save this schedule. A task to change cartridge will be sent to you every month on 3rd at 1500 hrs. helping you to complete the regular maintenance task in advance without any request sent from the users.


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