ServiceDesk Plus

    Requester as Project Manager

     

     

    Creating, Scheduling and Editing Projects:

    There are two ways to accessing a New Project Form in ServiceDesk Plus application,

    a. Quick Actions drop down

    b. Projects Tab

     

    a. Quick Actions drop-down menu

    The Quick Actions drop-down menu is a quick navigator to instantly access the New Project form. Click Quick Actions drop-down menu -> Project under Create New block.

     

    b. Projects Tab

    1. Click the Projects tab in the header pane.

    2. Click the New Project button to open the New Project form. (Use 'Add New Link' while creating first Project)

    3. Specify the Project Title, Description and Code

    4. Select the Project Type, Status and Priority from the drop down list.

    5. Specify Project Schedule Start and Schedule End date

     

    Adding more details to the Project:

    To evaluate Project against the projected plan, you are provided with the following additional fields:

    1. Actual Start Date and Actual End Date (for recording real-time project completion date).

    2. Projected On Date (the date on which the project is projected; the difference between this date and the scheduled end date tells you whether the project is ahead, delayed or on time.)

    3. Estimated Hours and Actual Hours (fields recording 'planned and real-time' time taken for the Project).

    4. Estimated Cost and Actual Cost (fields recording 'planned and real-time' expenditure towards the Project).

    5. For adding attachments to the Project, click Attach file button in the project's pane.

     

    Scheduling Projects:

    Project Scheduling not only helps you schedule the project but also determine whether the project is 'on-schedule', 'delayed' or 'ahead' by comparing it against real-time completion.

    To schedule the project do the following:

    1. Configure the Scheduled Start and Scheduled End Date

    2. Fill in the Actual Start and Actual End Date (upon project completion)

    3. Fill in the Projected Date; based on these dates the project could be:

      • On Schedule if the Scheduled Date and Actual Date are the same.

      • Delayed if the Project (Actual Date) has past the Scheduled Date. (no of days by which project is delayed gets displayed on the project list view page)

      • Ahead if the Project (Actual Date) is completed before the Scheduled Date. (no of days by which project is ahead gets displayed on the project list view page)

    project_list_view

     

    Editing Projects

    • Select the Project in the Project List View page and click on Edit Icon edit in the Project pane.

    • Implement the necessary changes and click on Update Project

       

    Deleting Projects

    Project can be deleted in two ways:

    a. Bulk Delete: From Project List View, select Project(s) to be deleted, and click on Delete Icon.

    b. Single Delete: Enter the Project to be deleted - by clicking on Project Title - and click on Delete Icon delete_pro

     

    Adding Project Member(s)

    • Click on 'Members' tab. Select 'Add Members' link

    • Available Technicians'/Users' List already configured in ServiceDesk Plus would be displayed.

    • Select Project Member(s) (from the available Technician list (OR) add Technicians of your choice).

    • Select Project Role from Project Role drop-down and click on ADD button.

     

    assign-role

     

    Changing Project Member Roles

    However well-planned your project might be things are bound to go off-course when there are innumerable Tasks to be executed. To ensure project admin/managers are ready enough to face such incidents they are allowed to 'change project member role' as and when required.

    This feature is predominantly used to ensure grey areas of the project get enough attention. That is, let's say a project member has completed his part and is free, yet the project is progressing at a rather slow rate, then this member could be assigned some other role that might help speed up the project.

    Speeding up the Project is not the sole objective, you can also use this option just to Change Project Member Role, if such a need arises.

    • Click on Members tab

    • Click on 'Project Role' of the member whose role is to be changed

    • From Project Role drop-down, select the role to be assigned

       

      reassign-role

     

     Note

    1. At any time during the project it is possible to change a project member's role

    2. During role change the access permissions of the respective member would be changed, as he would be either provided or stripped of certain rights in the project. <to know about roles & their access permissions, refer Table>

     

    Changing Project Member Status

    While creating a Project a number of unforeseen events that might occur should be taken into account. For example: a member falling sick, a member deciding to quit, or a member requesting a role change and so on.

    Such project members can be kept in the bench by changing their status to Inactive. Milestones and Tasks associated with inactive members can be assigned to other project members. Inactive project members can be reinstated by change their status to active.

    • Click on 'Members' tab

    • Click on 'User Status' to be changed

    • Select Inactive to keep Project Member in the bench

    • Select Active to reinstate Project Member

    Note: At a given time, only one role can be assigned to a project member.

    change_status

     

    Deleting Project Member(s)

    Project Members can be deleted in two ways:

    a. Bulk Delete: From Member List View, select Project Members to be deleted, and click on Delete Icon.

    b. Single Delete: Select Project Member to be deleted and click on Delete Icon delete_pro

     

    Implementing your Projects

    Configuring milestones, adding tasks and establishing dependency between tasks form the core of project creation. In this section you look at how these things are done:

     

    Creating Milestones:

    1. Click on Milestones tab in the Projects pane.

    2. Click the Add New Button to open the New Milestone form. (Use 'Add New Link' while creating first Milestone)

    3. Specify the Milestone Title and Milestone Description.

    4. Select the Status and Priority from the drop down.

    5. Specify Project Schedule Start and Schedule End date

    Adding more details to Milestone::

    1. Actual Start Date and Actual End Date (for recording real-time milestone completion date).

    2. Projected On Date (the date on which the project is projected; the difference between this date and the scheduled end date tells you whether the project is ahead, delayed or on time.)

    3. Estimated Hours and Actual Hours (fields recording 'planned and real-time' time taken for the milestone).

    4. Estimated Cost and Actual Cost (fields recording 'planned and real-time' expenditure towards the milestone).

    5. For adding attachments to the Milestone, click Attach file button in the milestone's pane.

     

    Scheduling Milestones

    Milestone Scheduling not only helps you schedule the milestone but also determine whether the milestone is 'on-schedule', 'delayed' or 'ahead' by comparing it against real-time completion.

    To schedule the milestone do the following:

    1. Configure the Scheduled Start and Scheduled End Date

    2. Fill in the Actual Start and Actual End Date (upon project completion)

    3. Fill in the Projected On date; based on these dates, the milestone would be considered:

      • On Schedule if the Scheduled Date and Actual Date are the same.

      • Delayed if the Project (Actual Date) has past the Scheduled Date. (no of days by which project is delayed gets displayed on the project list view page)

      • Ahead if the Project (Actual Date) is completed before the Scheduled Date. (no of days by which project is ahead gets displayed on the project list view page)

    milestone-schedule

     

    Editing Milestones

    • Select the Milestone from the Milestone List View page and click on Edit Icon edit in the Milestone pane.

    • Implement the necessary changes and click on Update Milestone

     

    Deleting Milestones

    Milestones can be deleted in two ways:

    a. Bulk Delete: From Milestone List View, select Milestone to be deleted, and click on Delete Icon.

    b. Single Delete: Enter the Milestone to be deleted - by clicking on Milestone - and click on Delete Icon delete_pro

     

    Configuring Tasks:

    1. Click Tasks tab in the header pane.

    2. Click Add New Button to open the New Task form. (Use 'Add New Link' while creating first Task)

    3. Specify Task Title and Task Description.

    4. Select Status and Priority from the drop down.

    5. Specify Task Scheduled Start and Scheduled End date

     

    Adding more details to Task(s):

    To indicate Task's progress and to discuss about ways of bettering it, you are provided with the following fields:

    1. % of completion that helps denote the extent to which the task has been completed (any value between 1 - 100)

    2. Comments that lets project members communicate between themselves about the task as well as the project

    3. Additional Cost, if any, can be recorded in this field.

     

    Scheduling Tasks:

    Task Scheduling not only helps you schedule the task but also determine whether the task is 'on-schedule', 'delayed' or 'ahead' by comparing it against real-time completion.

    To schedule the task do the following:

    1. Configure the Scheduled Start and Scheduled End Date

    2. Fill in the Actual Start and Actual End Date (upon project completion)

    3. Based on Scheduled/Actual Dates, task would be considered:

        • On Schedule if the Scheduled Date and Actual Date are the same.

        • Delayed if the Task (Actual Date) has past the Scheduled Date. (no of days by which project is delayed gets displayed on the project list view page)

        • Ahead if the Task (Actual Date) is completed before the Scheduled Date. (no of days by which project is ahead gets displayed on the project list view page)

     

    task-schedule

     

    Editing/Deleting Tasks:

    • Select the Milestone from the Milestone List View page and click on Edit Icon edit in the Milestone pane.

    • Implement the necessary changes and click on Update Milestone

    • Bulk Delete: From Milestone List View, select Milestone to be deleted, and click on Delete Icon

    • Single Delete:Enter the Task to be deleted - by clicking on Task Title - and click on Delete Icon delete_pro in the project's pane.

     

     

    Configuring Task Dependency

    Projects contain innumerable tasks which in some way would be connected to each other since they are working in unison towards the same goal. To clearly define such relationships between tasks and to distinguish parent tasks from child tasks you are presented with the option of configuring task dependencies.

    To configure task dependency, click on Dependencies button and follows the steps mentioned below:

      1. Select Tasks tab

      2. Click Dependencies button

      3. Dependency Chart displays all available Tasks

         

        dependency_1

         

      4. To configure Task Dependency, move mouse over a Task

      5. Mouse Hover opens up Task Dependency Dialog box

      6. Task Dependency Dialog box has two options: Select Parent & Remove buttons

     

    dependency_2

     

    1. Click on Select Parent button. All Tasks present would be highlighted from which the Parent Task can be chosen

    2. Click Remove button to remove/reconfigure the established relationship

     

    Configuring Task Order

    Task dependency helps decide which task depends on what thus giving a structure to the project. But still it does not give a definite structue in the sense it does not decide the order in which these tasks would be executed. Task organization/ordering is very essential for a project's success and this can be brought about by clicking on Organize button.

    To organize tasks follow the steps mentioned below:

      1. Select Tasks tab

      2. Click Organize button. The Organize Tasks pane opens up.

     

    dependency_3

     

    1. To reorganize a Task, Ctrl + Click (or) Shift + Click on the Task

    2. Use 'Move Up' and 'Move Down' buttons to change Task's position

    3. Click on 'Save'

    4. To de-select a Task, click Ctrl + Click

     

     

    What is Gantt Chart?

    Gantt Chart is a bar chart that illustrates a project schedule. This chart also illustrates project elements - along with their schedule against the project calendar - and summarizes the entire project using the chart. It presents a clear picture of the different phases of the project and also of the various activities that occur in the project's work breakdown structure (WBS).

     

    Advantages:

    • Provides bird's eye view of a project and also serves as a one stop solution for accessing the entire project module with all it projects (provided, the technician is assigned with Project Admin role).

    • Effective Resource Management as project constraints like time, manpower and amount of work remaining can be viewed and regulated as per situation demands.

    • Rescheduling of Milestones/Tasks and project member role change, if such a need arises, can also done via Gantt Chart.

    gantt

     

    Viewing and Configuring Gantt View:

      1. Click on Gantt View Tab

      2. Gantt Chart with its default view will get displayed.

      3. Configure Gantt Chart as per your requirement using

    a. Gantt Row Type Filter: Available options are Members, Milestones and Tasks.

    b. Gantt Column Type Filter: Available options are Tasks (Open, Closed and All) & Milestones (Open, Closed and All)

    c. Project Calendar Filter: Available options are Hours, Day and Month &

    d. More Settings Filter: Available options are Priority, Task Types and Status

      1. Gantt Chart would be modified based on your requirements.

     

    gantt_view

     

    Accessing Projects via Gantt Box:

    Gantt Box that appears on mouse over a "milestone/task" serves as a window through which the "milestone/task" can be accessed and edited according to the changes taking place within a project. An entire project can be accessed through Gantt Box if the project member has the rights to do so. This quick access enhances the effectiveness of Gantt Chart and is very useful in supervising the project.

    Using Gantt Box the following can be done:

    1. Rescheduling of Milestones (or) Tasks and Changing of Milestone/Task details

    2. Reassigning of Milestones/Tasks to Project Members

    3. Changing of Milestone/Task Status

    4. Adding Worklogs and Comments

    gantt_box

     

    Gantt View Tab and Gantt View Across All Projects Button:

    Gantt Chart can be accessed in two different ways:

    • By clicking on "Gantt View" Tab (in the project's pane) (or) by clicking on "Gantt View Across All Projects Button" common_gantt

    • As the name suggests, the latter presents the gantt view of all projects present in projects module

    • Gantt View Across All Projects Button present in the projects list view page is useful for project administrators

    • Using this button gantt chart can not only be filtered based on milestones and tasks but also based on project names and project status.

    Note: Projects can be associated with Change using 'Associate Change' option (available under Actions button) delete-project


    proj_mem


    Project Screenshot

     

     

     

    Copyright © 2017, ZOHO Corp. All Rights Reserved.