ServiceDesk Plus


    You can add, edit, or remove Requesters from ServiceDesk Plus application and also provide them with login permissions to access the self-service portal

    To open the Requester configuration page:

    1. Log in to the ServiceDesk Plus application with the user name and password of a ServiceDesk Plus administrator.

    2. Click the Admin tab in the header pane.

    3. From the Users block, click Requesters. The Requester List page is displayed with the available list of Requesters. You can add, edit, or delete Requesters from here.

    Add Requester

    There are three ways through which you can add Requesters in the application

    Adding Requesters from the application

    1. Click Add New Requester link from the Requester List page. This displays the Add New Requester form.

    2. In the Personal Details block, enter the Full Name (includes the First Name, Middle Name and Last Name) of the Requester. The Display Name field gets filled-in automatically as you type the Full Name. You can also edit the Display Name, if required.

    3. In the Employee Details block, specify the Employee ID, Test and Description. Choose the Business Impact (High, Low, Medium).
    4. In the Contact Information block, enter a valid E-mail ID.

      More than one E-mail IDs belonging to the same Requester can also be added. Enter the different E-mail ID's of the Requester and click Save.

      Note: The multiple E-mail ID's can be entered by using comma(,) or entering a new line or by creating a separation using blank space. After configuring, a request sent from any of those E-mail ID's will have the same Requester name.They will not be considered as a new Requester. The first E-mail ID entered will be considered as the primary E-mail ID. The other E-mail ID's will be taken as secondary E-mail ID's.

      If the Requester has a Phone and a Mobile number, you can enter the same in the space provided for entering these values.

    5. A Requester can be marked as a Very Important Person and be differentiated from a normal Requester ,with the help of VIP user option. To mark a new Requester as a VIP, click the check box marked as VIP user. Now any request sent from the Requester marked as VIP ,will appear with the following symbol  in the Details page and Requesters List View.The service level agreements and Business rules can be configured accordingly, when a Requester is marked as a VIP and reports can be generated.

    6. Enter the Cost per hour ($) value.
    7. Specify the Department Details. Enter the Job title and in Reporting to field enter the name of the Requester to whom should the new Requester report. You can also choose from the existing Requesters by clicking the icon. Choose the Site and the corresponding Department Name to which the Requester belongs from the respective combo boxes. 
      The Requester has the following options: to view only his requests, or to view all his department requests, or all the requests in the site to which he is associated. Select the options from the Requester allowed to view combo box. 

    8. In the Self-Service Access Details block, enter the Login Name and Password, if you wish to provide self-service access to the Requester. Enter the password again in the Re-type Password field.

    9. If the Requester is associated to a domain then select the Domain from the drop down list.

    10. If the Requester is to be associated to projects then select Project Role from project role drop down list.

    11. Certain Requesters can also approve Purchase Order in an organization. Upon enabling the check box adjacent to Purchase Order Approvers, a link is sent to the Requester to accept or reject the PO. Also, set the Approver Limit within which the Requester can approve the PO.

    12. You can also provide Requester with the privilege to approve Service Requests raised in the application. Enable the check box beside Service Request Approver.

    13. Click Save. If you want to add more than one Requester then, click Save and add new button.

    At any point if, you decide not to add the new Requester, then click Cancel to get back to the Requester list. Clicking the View List link on the top right corner of the add Requester form will also take you to the Requester list view.

    Import Requesters from Active Directory

    You can also import Requesters from an active directory.


    1. On importing, existing data will be overwritten and new data will be added. 
    2. If the application is configured NOT to e-mail Requesters on Self-service login details, then you can enable the option under "Admin ->'Notification Rules".

    To import Requesters from active directory:

    1. Click Import from Active Directory link in the Requester List page. The Import From Active Directory window pops up.

    2. From the list of domains that are listed in the Domain Name combo box, select the domain name in which the active directory from which you wish to import is installed. If the other details such as Domain Controller name, Login Name, and Password have already been entered in the Domain scan page, then that will be populated automatically. Else, enter the relevant details.

    3. Select fields for import from the active directory by enabling the check box. The fields name configured in Active Directory can be specified beside the corresponding text fields. The unselected fields are not imported.

    4. Select UDF for import from the active directory by enabling the check box. This is to import Requester additional fields based on Active Directory mapping fields. Upon importing, fields will update only the Requester additional fields, and will not update technician additional fields.
    5. Click Import Now. The import wizard displays the various Organizational Units (OUs) available in that domain. Choose the specific OU from which you wish to import users by selecting the check box beside it.

    6. Click Start Importing. Once the import is complete, the data on how many records were added, how many overwritten, and how many failed to import will be displayed.  

    Import Requester from CSV (Comma Separated Values) Files

    You can also add Requesters by importing from CSV files. To import Requesters from CSV file:

    Step 1: Locate the CSV file:

    1. Click Import from CSV link in the Requester List page. The Import Wizard opens in a pop-up window.

    2. Click the Choose File button in the wizard.

    3. Select the CSV file in the file chooser window and click Open.

    4. Click Submit.


    Step 2: Customize Mapping: 

    1. The column headers in the csv file are displayed in the drop down boxes. Choose the appropriate column header for the fields displayed.

    2. Choose the Date FormatAll the date fields in the csv file should be in the same format. Choose the format required for the date fields.

    Step 3: Import:

    1. Click Import button. The values from the CSV file will be imported to the Requester details. Once the import is complete, the data on how many records were added, how many overwritten, and how many failed to import.


    1. Login name column will be the identifier for Requesters. No two Requesters can have the same login name. Hence the existence of a Requester will be checked based on the login name value.

    So, if by mistake there was any mismatch of fields during mapping, and a new import of CSV is performed, the records will be updated based on the login name value. If there were any records that did not have any login name at all or there was mismatch in the login name itself, then duplicate entries will be created. In these cases, delete such entries from the Requester list and import again or manually edit the information available.

    2. While Importing users using CSV, the existing user information is overwritten based on two criteria - Username and Domain, and the Email id. If the Domain is not specified for a user and on performing a new import of CSV, the user information will be overwritten but the Domain will remain null even if the field is specified.

    Viewing Requester Details

    To view the details of a Requester, click the name of the Requester. While viewing the details of the Requester, you have options to

    • Edit the details of the Requester

    • Change the Requester as technician

    • Associate Workstations to the Requester

    • View requests raised by the Requester, and

    • Attach any documents related to the Requester.

    Editing Requester details

    To edit the Requester details,

    1. In the Requester details page, click Edit button. The Edit Requester form is displayed.

    2. You can modify all the fields displayed. You can also change the login name of the Requester.

    3. Click Save. If you do not wish to modify any of the details, click Cancel

    Resetting Requester Password

    You can change the Requester's password while editing the Requester details.

      1. To change the password of the Requester, click the Reset Password link. The reset password window is opened. 

      2. Below the Login Name display, enter the New Password in the text field.

      3. Click Reset Password. If you do not wish to change the password, click Close instead of Reset Password.


    Change Requester to Technician

    You can change a Requester to technician without having to delete the Requester information and recreate the same as a technician. To change Requester to technician,

      1. In the Requester details page, click Change as Technician option. The page refreshes to display the edit technician form.

      2. Change the roles assigned to the Requester from SDGuest to any other role that you wish to provide the technician.

      3. Enter any other details that you wish to enter including the Cost per hour and so on.

      4. Click Save. If you do not wish to change the Requester to technician, click Cancel instead of Save.

    If you want to continue adding technician after converting a Requester to technician, then instead of clicking Save, click Save and add new button. This saves the technician details and reopens the add technician form after displaying a success message for changing the Requester to technician. 

    Associate Workstation to Requester

    You can also associate a workstation with the Requester. To associate a workstation with the Requester

    1. Click Associate Workstation option. The associate workstation window is opened.

    2. In the Associate Workstation pop-up, select the workstations that you wish to associate with the Requester from the Workstation List and move them to the Associated Workstations list by clicking the >> button. To dissociate workstations, select the respective workstations in the Associated Workstations list and click the << button. If you wish to dissociate all the workstations, then click Dissociate All.

    3. After associating the required workstations, click Save Changes.

    4. A message is displayed. Click the Close button.

    View Requests

    While viewing the Requester details, you can view all the open requests raised by the Requester. Click View Requests option. The page redirects you to the Requests module where the list of all Open Requests raised by the Requester is displayed.

    Delete Requesters

    1. In the Requester List page, enable the check box beside the Requesters to delete.

    2. Click Actions drop-down menu -> Delete User(s) option. A dialog box confirming the delete operation appears.

    3. Click OK to proceed with the deletion. If you do not want to delete the Requester, then click Cancel.

    Search Requesters

    To search Requesters:

    1. In request list view, click on the alphabet with which the name of the Requester starts. This lists the Requesters whose name starts with that alphabet.

    2. If you are unsure of the starting letter, then you can type the name (first name or the last name, which ever you know) or email ID or any other parameter that will identify the Requester in the field beside the Search Requester List. This lists the Requesters whose details matches the search string that you entered.

    You can also search Requesters from the Search available on the left menu in the other pages of the application. From the Search in combo box, select Requesters and type your search string in the Enter Keyword text field. Click Go or press Enter. The Requester names that match the search string are listed in a separate pop-up window.

    Another option to search Requesters will be using the column-wise search option. To perform a column-wise search

    1. Click the search iconSearch Iconat the end of the Requester list view headers. This opens the search field just below every column that is visible in the list view.

    2. Enter the search key in field under the column of your choice.

    3. Click Go. The search results matching the search string(s) are displayed.

    Requester List View Customization

    To customize the Requester list view

    1. Click the column edit iconColumn Edit Iconavailable at the corner of the Requester list headers. This opens the available columns that can be displayed in the list view. All those that are visible currently, will have the check box beside them selected.

    2. To remove a column, disable the check box beside the column name.

    3. To add a column to the list view, enable the check box beside the column name.

    4. To change the column order, click the up and down arrow after selecting the column that you wish to move.

    5. Click Save.

    This will add only those columns which you have chosen in the list view. You can also sort the list view based on columns. To sort Requester list by column, click the column header. Clicking it once will sort it in ascending order. Clicking twice will sort the column in descending order. 


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