ESM general management

ServiceDesk PlusSupportFAQESMESM general management

ESM General Module

  1. What will be the behavior after I have decided to try out the ESM version?
  2. What is the behavior of a new service desk instance?
  3. Can an Org Admin remove an instance owner?
  4. What happens if an instance owner is removed?
  5. Can an Org Admin assign anyone to be an instance owner?
  6. What will be the role of the user who is assigned as the owner of a service desk instance?
  7. Can I move an ServiceDesk Instance to "Retired" Status?
  8. Can I manually move a ServiceDesk Instance to "Expired" Status?
  9. Will I be able to see requests across instances, all at once?
  10. Whenever a new version of ServiceDesk Plus is released, is it possible to selectively upgrade a few instances/service desks? Or should the entire application be upgraded?
  11. Who can upgrade the instance? the OrgAdmin?
  12. How are request Ids handled across instances? Also, when shifting tickets between instances how are the request IDs assigned to them. For example, if I move a request from the IT service desk with ID 15 from to the HR help desk, how would it be tagged?
  13. How are the mail server settings handled across different instances?
  14. When implementing a change or a project can technicians and users from various other departments be a part of the process? Say can a technician from the HR service desk instance be added as a member in a change or project in the IT service desk instance?
  15. Can sites be configured specific to each instance?
  16. Can we migrate our current ESM setup from the cloud version of ServiceDesk Plus to the on-premises version?
  17. Can we backup the data of each instance separately?

  1. What will be the behavior after I have decided to try out the ESM version?

    • After an upgrade or a fresh installation, the default service desk instance will be the IT help desk. All existing data will be moved under the IT service desk.
    • A maximum of 10 service desk instances can be created.
    • Each instance will be on the enterprise trial edition, allowing one owner to be associated.
    • The owner of an instance will have the privileges of an admin with the instance configuration access.
    • Two portal licenses for two technicians with complete access and a validity of 30 days will be provided. To associate more users and test the instance in a real world scenario, contact sales@manageengine.com to apply license.
  2. What is the behavior of a new service desk instance?

    • All newly created service desk instances will be set with New status. This status is set by system.
    • If licenses are applied then multiple owners can be assigned for an instance.Until then, only one instance owner can be assigned to an instance.
    • When the instance owner access the instance for the first time, the status for the instance will automatically change to Pre-Production. While the instance is at this status, only the instance owner will be able to access the instance.
    • From Pre-Production status, the instance owner can move an instance to the Production status after the configurations related to the instance are done. This will make the instance accessible all the users associated with it.
  3. Can an Org Admin remove an instance owner?

    • An Org Admin can only assign users as owners for new instances. Only an instance owner can remove another instance owner. So unless an Org Admin is the owner of the particular instance as well they cannot remove owners from an instance.
  4. What happens if an instance owner is removed?

    • If an instance owner is removed, then the user account will be immediately moved as a requester, provided if the user import in that instance is set to (ALL) or the user import criteria of the instance matches with the users' profile. Else, the instance will not be available for that user any more.
  5. Can an Org Admin assign anyone to be an instance owner?

    • Yes, an Org Admin can make anyone from the user list as the owner of an instance.
  6. What will be the role of the user who is assigned as the owner of a service desk instance?

    • The owner of a service desk instance will have the privileges of an SDAdmin along with the instance configurations permissions for that particular instance. All the previous roles assigned to that user will be removed.
  7. Can I move a ServiceDesk Instance to "Retired" Status?

    • Yes, Instance Admin/Owner has permissions to move an instance to Retired Status. By doing so, the whole instance will go into Read-Only mode, allowing only the Instance Admin/Owner to access the instance.
    • Once an instance is moved to Retired status , it CANNOT be moved to Pre-Production or Production status.
  8. Can I manually move a ServiceDesk Instance to "Expired" Status?

    • No. ServiceDesk Instance can be moved to Expired status only by the application as it's an automated process. This happens only during expiry of the license.
    • But once the license is applied to the instance, it rolls back to the previous status (Production) of the instance.
  9. Will I be able to see requests across instances, all at once?

    • As of now, it is not possible to view them on a single view. You may need to switch to the instance to view the corresponding requests.
  10. Whenever a new version of ServiceDesk Plus is released, is it possible to selectively upgrade a few instances/service desks? Or should the entire application be upgraded?

    • ServiceDesk Plus upgrades are common for the entire application and not specific to an instances.
  11. Who can upgrade the instance? the OrgAdmin?

    • ServiceDesk Plus does not support instance specific upgrade. The upgrade is global for the entire application. The upgrades can be performed by the administrator of the application who has access to the physical servers.
  12. How are request Ids handled across instances? Also, when shifting tickets between instances how are the request IDs assigned to them. For example, if I move a request from the IT service desk with ID 15 from to the HR help desk, how would it be tagged?

    • Request ID's for each instance varies by the factor of 100,000,000. Which means, IT helpdesk will start with request id 1, the next instance created will start from 100000001, then 200000001 and so on. Now when a request is moved from IT to HR, the request id 15 will be set to 100000015.
    • ESM tips

      Moving requests between instances is not available out of the box. This can only be done using Scripts.

  13. How are the mail server settings handled across different instances?

    • Each service desk instance can have its own mailbox that fetches emails from different accounts separately. Service Desk will process email from the first instance, once all the emails are fetched, it will proceed to the next instance.
  14. When implementing a change or a project can technicians and users from various other departments be a part of the process? Say can a technician from the HR service desk instance be added as a member in a change or project in the IT service desk instance?

    • Activities at each instance is specific for the individual instance, technicians and users from different instances cannot be part of activities within a specific instance.
  15. Can sites be configured specific to each instance?

    • Sites are organization specific entities which are managed under ESM Directory. These sites are added into an instance when the users for that instance are being imported.
    • ESM Tip

      The basic information for a site can be configured only from the ESM directory. Other configurations for the site such as referral settings can be configured within the instance.

  16. Can we migrate our current ESM setup from the cloud version of ServiceDesk Plus to the on-premises version?

    • As of now data can be exported through the user interface from the Cloud version of ServieDesk Plus and imported into the on-premises version of SDP.
  17. Can we backup the data of each instance separately?

    • ServiceDesk Plus does not support instance specific back and restore. This option is applicable for the entire application.

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