IT asset management

ServiceDesk PlusSupportFAQIT asset management

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Asset Module

Assets Scan

  1. How to perform a domain scan in ServiceDesk Plus
  2. What are the various scanning methods supported by ServiceDesk Plus?
  3. What are the devices that can be scanned by ServiceDesk Plus?
  4. What are the ports used by ServiceDesk Plus for scanning devices
  5. How to configure ServiceDesk Plus to perform automatic asset scan
  6. How to scan WAN environments or What is the purpose of a distributed asset scan?
  7. How to track machines which are not connected through VPN.
  8. How to scan new workstations added to a network without performing a complete domain/network scan.
  9. How does ServiceDesk Plus identify the uniqueness of workstation?

Agent based Scan

  1. How does an agent based scan work?
  2. What are the OS supported in agent based scan?
  3. From which build, the DC agent will be used for agent scan?
  4. What are the advantages of moving to the DC agents?
  5. Should the backup-restore operations be performed separately for DC?
  6. Will there be any change in the license for the existing customers who deploy DC agent for scanning?
  7. With SDP and DC integrated, what will happen if the number of nodes purchased in DC is lesser than SDP?
  8. What will be the SDP technicians role in DC?
  9. What happens if an asset that is managed both in SDP and DC is deleted in SDP?
  10. Will the agentless scan be supported?
  11. I'm new to ServiceDesk Plus. How do I deploy agent for scan?
  12. I have DC already running in my environment. How do I integrate ServiceDesk Plus for scanning?
  13. What are the prerequisites for DC installation for scan?
  14. What are the DC Agent features?
  15. What are the ports used for scan?
  16. How to track user devices which keeps moving around and cannot be recorded in the corporate network
  17. What are the other use of agent apart from scanning?
  18. What are the various methods to deploy the agent on Windows machines?
  19. What are the various methods to deploy the agent on Linux machines?
  20. What are the various methods to deploy the agent on Mac machines?
  21. What are the various methods to deploy the agent on Mac machines?
  22. How to deploy agent on a non-windows server
  23. How to change the Desktop Central database from Postgres to MSSQL
  24. How to upgrade the agent
  25. How to uninstall the agent
  26. How to configure NAT settings
  27. How to update the server IP and ports in agent if they are changed?
  28. What should I do with the SDP remote servers?
  29. What if the number of technicians in SDP and DC are different ?
  30. Is agent-server communication secured?
  31. Should DC be upgraded separately for subsequent service packs?
  32. Should backup-restore for DC be performed separately?

Software License Management

  1. What is software metering? How is it helpful?
  2. Is there an option in ServiceDesk Plus to notify the technicians automatically when prohibited software is detected?
  3. Can my technicians be notified when the installations of a software exceeds the purchased license?
  4. What are the software types available in ServiceDesk Plus? Can I add software types?
  5. From where does ServiceDesk Plus fetch software information for Windows workstations?
  6. How do I add Software Licenses?
  7. How do I Export the software licenses easily?
  8. What happens to the software license when the asset is marked as Expired or Disposed?
  9. How do I add CAL License? What are the types of CAL Licenses?
  10. When I set the status of a workstation as "In Store", the installed software is still being metered. Is there a way to exclude the software license for these workstations?
  11. I have a couple of users who have purchased software for their home PC. These PCs are not scanned and never will be. I have manually created these assets but how do I enter the software for auditing?
  12. Can I add custom software license types in the application?
  13. I have all my license details in excel. How do I bring it into SDP?
  14. What does Purchased and Installed column in the Software details page denote?
  15. What is the difference between Purchased Licenses and Purchased CAL License?
  16. How do I attach the license file to a software license?
  17. Is it possible to change the Manufacturer name of the software since I'm unable to do version grouping?
  18. Where do I track the license agreements? How can I be notified about an agreement expiry?
  19. Is there any way to fetch Microsoft license while scanning the machines?

License Types

  1. What is Concurrent License?
  2. What is the difference between the License Types Enterprise Subscription and Enterprise Perpetual?
  3. What is Volume License Type? How do I use it?
  4. What is Named User license type?
  5. What is Node Locked license?
  6. What is Organization License? How can I add it?
    (OR)
    Is it possible to add a software license which can be applied to workstations in any site?
  7. When the vendor provides only one license key for 40 license of Adobe Photoshop purchased, What license type need to be used?
  8. When a package is purchased and its components are installed on different workstations. What type of license I need to choose?
  9. What can be done when a license for Windows 7 has been purchased and the same is applicable for Windows 8 or when there is a direct purchase of Windows 8?

Others

  1. What is the purpose of IT and NON-IT Asset Categorization? How does this correspond to the Max number of Asset or Node license I purchase?
  2. What is Auto-assign owner?
  3. I would like to move some assets from one category to another category say, assets listed under workstation category should be moved to the router/printer category.
  4. How do I change Workstations as Servers?
  5. How do I change a workstation from being a desktop to a laptop?
  6. What is the purpose of Groups in the Assets section of ServiceDesk Plus?
  7. I would like to view all the assets belonging to a particular site in a single page. Where can I configure it?
  8. Where can I find the Remote Assistance feature in ServiceDesk Plus?
  9. If the asset status is changed from In Use to Expired or Disposed, will the asset still be calculated as a node and take up a license? Will licensing for retired or unused assets maintained for historical purposes still be calculated as a node?

Assets Scan

  1. How to perform a domain scan in ServiceDesk Plus

    When you install and start ServiceDesk Plus for the first time, it detects all the domains in your network and the neighboring network of the server on which it is installed. Click Admin >> Windows Domain Scan to list all the domains. You can also enter the domain controller information, login name and password of the domain you want to scan. The login name and password should be a domain admin login name and password. ServiceDesk Plus uses DesktopCentral agents from ServiceDesk Plus 11300 for scanning Windows machines. Agent-based scan is made mandatory from this build ServiceDesk Plus 11300 onwards. Refer below links for more details.
    DC for agent based scan
    Windows domain scan


  2. What are the various scanning methods supported by ServiceDesk Plus?

    Please refer to this link to know about the various scanning methods:


  3. What are the devices that can be scanned by ServiceDesk Plus?

    With ServiceDesk Plus, you can scan domains and networks that are part of your enterprise. This includes Windows, Linux, MAC, Solaris, HPUX, AIX machines, VMWare, Hyper V devices, Cisco IP phones, and other SNMP supported devices like printers, routers, switches etc.
    Note: Desktop Central Agents are mandatory for scanning Windows, Linux, and Mac machines from build ServiceDesk Plus 11300.
    Windows domain Scan
    Network Scan
    DC for Agent based scan

  4. What are the ports used by ServiceDesk Plus for scanning devices

    Please refer to the following link for details on the ports used:
    Ports used during scan

  5. How to configure ServiceDesk Plus to perform automatic asset scan

    You can schedule periodic scanning of your network, enable regular cleanup of scanned information, and set the re-scan interval for scanning workstation under Admin >> Audit Settings Or you can also configure scan schedule under the Assets tab.
    Schedule Scan

  6. How to scan WAN environments or What is the purpose of a distributed asset scan?

    Please refer to the following link for more details on scanning WAN environment and distributed asset scan.
    Scanning WAN environment

  7. How to track machines which are not connected through VPN.

    Refer to the following link to know more
    Scanning Roaming User devices.

  8. How to scan new workstations added to a network without performing a complete domain/network scan.

    You have two options to scan new workstations, without performing a complete domain/network scan.
    • Individual device Scan
    • You can have ServiceDesk Plus look for new workstations added to the network every specified number of days automatically. Click Admin tab -> Audit Settings -> Enable "Check for newly added workstations and specify the number of days interval in which ServiceDesk Plus should look for new workstations".
    Schedule Scan

  9. How does ServiceDesk Plus identify the uniqueness of workstation?

    Refer to the following link for more details.
    Identifying uniqueness of workstation

Agent based Scan

  1. How does an agent based scan work?

    Please refer to this page for more details.

  2. What are the OS supported in agent based scan?

    The following Windows OS versions are supported:
    • Windows 10
    • Windows 8.1
    • Windows 8
    • Windows 7
    • Windows Vista
    • Windows XP* (*Conditional Support)
    The following Windows Server OS versions are supported:
    • Windows server 2019
    • Windows server 2016
    • Windows server 2012 R2
    • Windows server 2012
    • Windows server 2008 R2
    • Windows server 2008
    • Windows server 2003* (*Conditional Support)
    The following Linux versions are supported:
    • Ubuntu 10.04 and later versions
    • RedHat Enterprise Linux 6 and later versions
    • CentOS 6 and later versions
    • Fedora 19 and later versions
    • Mandriva 2010 and later versions
    • Debian 7 and later versions
    • Linux Mint 13 and later versions
    • Open SuSe 11 and later versions
    • Suse Enterprise Linux 11 and later versions
    • Pardus 17, and 19
    • Oracle Linux Server 6, 7, and 8
    • kernel versions supported above 2.6.33
    The following Mac versions are supported:
    • 10.7 Lion
    • 10.8 Mountain Lion
    • 10.9 Mavericks
    • 10.10 Yosemite
    • 10.11 El Capitan
    • 10.12 Sierra
    • 10.13 High Sierra
    • 10.14 Mojave
    • 10.15 Catalina
    • 11.0 Big Sur

  3. From which build, the DC agent will be used for agent scan?

    ServiceDesk Plus 11300


  4. What are the advantages of moving to the DC agents?

    DC Agents are from Desktop Central, which is a complete and robust unified endpoint management tool for Windows, Linux, and macOS computers. ServiceDesk Plus asset scanning functionality benefits by leveraging the effective and powerful Desktop Central Agent. There are specific agents for scanning Windows, Linux and macOS devices and these agents fetch complete hardware details during the scan while maintaining the uniformity of data fetched across Windows, Linux, and Mac machines.

  5. Should the backup-restore operations be performed separately for DC?

    Yes. It is recommended to take backup of DC and please refer the link for more details.

  6. Will there be any change in the license for the existing customers who deploy DC agent for scanning?

    No, there will not be any changes for the existing customers who deploy DC agent for scanning in license from build ServiceDesk Plus 11300.

  7. With SDP and DC integrated, what will happen if the number of nodes purchased in DC is lesser than SDP?

    New customers of SDP from build no ServiceDesk Plus 11300 will have inventory and warranty features served from DC for all SDP nodes. However, for features like remote control, chat, announcement (supported in SDP only), Wake-on-LAN, system manager an add-on license has to be purchased. Once the add on license is purchased, these features will be supported for the number of nodes purchased in the add on.
    All existing SDP customers with a DC integration enabled already (ServiceDesk Plus 11300) will have inventory, warranty, and remote control features served from DC for all SDP nodes. So, if the number of nodes purchased in SDP is higher than the nodes in DC, inventory, warranty, and remote control features will be supported for all SDP nodes. Other DC features like Wake-on-LAN, system manager, announcement(in SDP only), chat, system tools, remote shutdown (which includes shut down, restart, hibernate, standby, and lock computers) would work for nodes purchased in DC.
    All existing SDP customers without DC integration will have inventory, warranty, and remote control features served from DC for all SDP nodes. For features including chat, announcement (supported in SDP only), Wake-on-LAN, system manager, an add-on license has to be purchased. Once the add on license is purchased, these features will be supported for the nodes purchased in the add on license.

  8. What will be the SDP technicians role in DC?

    Technicians with asset view permission or AE RemoteControl role will be added in DC with the DC Admin role. When such technicians are deleted in SDP, they would be deleted in DC too.


  9. What happens if an asset that is managed both in SDP and DC is deleted in SDP?

    Assets in DC are managed for both SDP & SDP+DC functionality. Therefore if an asset which is deleted in SDP does not have any DC functionality, then it will get deleted in DC too. The agent installed in the client machines will get uninstalled. But if the asset which is deleted in SDP does have a DC functionality, then it will not be deleted in DC and such assets would be add under the exclude list in SDP.

  10. Will the agentless scan be supported?

    No, the agentless scan will not be supported anymore. We strongly recommend not to use agentless scan. However, if you still want to use the agentless scan, you can use Scan Scripts (Not recommended by us). Link: Agentless Scan. (https://help.servicedeskplus.com/standalone-audit)


  11. I'm new to ServiceDesk Plus. How do I deploy agent for scan?

    Based on your user type, you can follow the respective links below to learn about agent deployment.
    Deploying DC agents for fresh ServiceDesk installations
    Deploying DC agents in SDP without prior DC integration
    Deploying DC agent in SDP with prior DC integration

  12. I have DC already running in my environment. How do I integrate ServiceDesk Plus for scanning?

    Refer to this link for more details.

  13. What are the prerequisites for DC installation for scan?

    Refer to this link for more details.

  14. What are the DC Agent features?

    DC Agent Features:
    • Agent based inventory of Windows, Mac and Linux machines
    • Warranty information of devices
    • Remote control *
    • Chat *
    • Wake-on-LAN *
    • Announcement (supported for SDP and not supported in AE) *
    • System manager *

    Note : Add-on license has to be purchased for features marked with (*).


  15. What are the ports used for scan?

    Refer to this link for more details.

  16. How to track user devices which keeps moving around and cannot be recorded in the corporate network

    Refer to this link for more details.

  17. What are the other use of agent apart from scanning?

    DC Agent does come with remote control functionality and add-on tools. Refer to this link for more details.

  18. What are the various methods to deploy the agent on Windows machines?

    You can deploy the agent on a Windows machine using the below mentioned methods:
    • Install Windows agents using startup script in ActiveDirectory
    • Install Windows agents through GPO light weight tool
    • Install Windows agents for workgroup machines.
    • Install Windows agents manually
    • Image a Windows computer with DC agent
    • For detailed information, refer to this link

  19. What are the various methods to deploy the agent on Linux machines?

    You can deploy the agent on a Linux machine using the following methods:

    • Install Linux agent using Linux agent installation tool
    • Install Linux agent manually
    • Image a Linux computer with DC agent
    For detailed information, refer to this link

  20. What are the various methods to deploy the agent on Mac machines?


    You can deploy the agent on a Linux machine using the following methods:
    • Install Mac agents using Mac agent installation script
    • Install Mac agent manually
    • Image a Mac computer with DC agent
    • For detailed information, refer to this link

  21. How can I image a Windows/Linux/Mac computer with Desktop Central Agent on it?


    Refer to the links mentioned below
    How to image a Windows computer with DC agent
    How to image a Linux computer with DC agent
    How to image a Mac computer with DC agent

  22. How to deploy agent on a non-windows server


    If ServiceDesk Plus is installed on a Non - Windows server like, Linux, then DC has to be installed manually in another Windows machine (as currently DC supports windows OS only). This DC installation has to be integrated with SDP under Admin >> Integrations >> Desktop Central. Once integrated, the agent deployment can be done from DC installation and refer the links below for more details.
    https://help.servicedeskplus.com/dc-agent-sdp
    https://help.servicedeskplus.com/dc-agent-fresh
    https://help.servicedeskplus.com/dc-agent-without-integ
    https://help.servicedeskplus.com/dc-agent-prior-integ

  23. How to change the Desktop Central database from Postgres to MSSQL


    By default, the DC gets installed with a bundled PGSQL database. However, DC also supports MSSQL. Please check here (https://www.manageengine.com/products/desktop-central/help/getting_started/desktop_central_system_requirements.html#accTree14 ) for MSSQL versions supported by DC. Click here (https://www.manageengine.com/products/desktop-central/using-mssql-database-how-to.html) for a detailed instruction for moving DC to a MSSQL database.

  24. How to upgrade the agent


    The agent will get updated automatically by the application as soon as a new agent gets released.

  25. How to uninstall the agent


    Refer to the links mentioned below for more details.
    Uninstalling Windows Agent
    Uninstalling Linux Agent
    Uninstalling Mac Agent

  26. How to configure NAT settings


    The NAT settings let you specify the public IP Address to which the requests/data from the Desktop Central Agents will be sent. The requests get translated at your router to reach the Desktop Central Server.
    To configure the NAT Settings, follow the steps below:
    • Go to Admin >> Agent Configuration.
    • Specify the Public IP Address, and click Save.
    Note: This step is not required if the computer where the Desktop Central Server is installed is directly accessible via the internet.

  27. How to update the server IP and ports in agent if they are changed?


    Refer to this link for more details.

  28. What should I do with the SDP remote servers?


    Refer to this link for more details.

  29. What if the number of technicians in SDP and DC are different ?


    Even if the number of technicians are lesser in DC than in SDP, all the SDP technicians would be allowed to perform agent related functionalities such as inventory, remote control, system manager etc from within SDP.

  30. Is agent-server communication secured?


    Yes

  31. Should DC be upgraded separately for subsequent service packs?


    While upgrading SDP to later versions, few upgrades might require DC also to be upgraded in order to be compatible. In such cases, post-upgrade a message would be displayed on the top banner in SDP, that DC also has to be upgraded with the compatible build number and the service pack link. This upgrade has to be performed manually

  32. Should backup-restore for DC be performed separately?


    If DC is downloaded and installed within SDP for inventory, remote control and tools functionality in a Windows server, the backup and restore for DC has to be performed separately. Please refer the DC docs for the steps to be followed.

Software License Management

  1. What is software metering? How is it helpful?

    The software metering section in Assets tab -> Software Summary under Resource block gives the details about the usage of the software.
    This information is fetched from the Add/Remove programs of the workstations it scans. [ Screenshot ]




  2. Is there an option in ServiceDesk Plus to notify the technicians automatically when prohibited software is detected?

    Yes you can enable the option to automatically notify the technicians on detecting a prohibited software. Go to Admin tab -> Notification Rules in Purchase and Contract Management section. Enable the rule "Notify Technicians when Prohibited Software are identified during Domain/Network Scan". [ Screenshot ]




  3. Can my technicians be notified when the installations of a software exceeds the purchased license?

    Yes you can notify your technicians when the number of software installations exceeds the purchased license.
    Go to Admin tab --> Notification Rules in Purchase and Contract Management section.
    Enable the rule "Notify technicians when installations exceed the available licenses during Domain/Network Scan".[ Screenshot ]



  4. What are the software types available in ServiceDesk Plus? Can I add software types?

    The different software types in ServiceDesk Plus are:
    • Managed: Licensed Software
    • Unidentified: Default Software Type when the software is detected by ServiceDesk Plus
    • Excluded: Service Packs of software falls under this software type
    • Prohibited: Software that is prevented from use. Prohibited software is not recommended to be installed in the machine.
    You can also add custom software types under Admin -> Software Types in Software section.



  5. From where does ServiceDesk Plus fetch software information for Windows workstations?

    ServiceDesk Plus fetches the software information from two locations:
    1. The list of software available in Control Panel ---> Add/Remove Programs.
    2. The registry of the machine (HKEY_LOCAL_MACHINE\SOFTWARE).



  6. How do I add Software Licenses?

    Licenses can be added only for Managed Software. You can add Software Licenses in two ways:
    1. Go to Assets tab -> choose Software under Resources block.
    2. Click Software Licenses.
    3. In the Software Licenses List View page, click Add New button.
    Alternatively, you can add software license for managed software.
    1. Go to Assets tab -> choose Software -> Scanned Software link under Resources block.
    2. In Scanned Software List View page, click on a managed software.
    3. In that managed software details page, click Action menu -> Add Software Licenses option.
    [ Screenshot ]




  7. How do I Export the software licenses easily?

    You can go to Assets Tab->Software->Software License, choose the software from the list view and click on the drop down which Export AsÓ


  8. What happens to the software license when the asset is marked as Expired or Disposed?

    When the asset is marked as Expired or Disposed, then the license allocated to that asset will get disassociated.
    If there are 10 SQL server licenses purchased and have been deployed as Server CAL license, when retiring the SQL server by marking the asset state as Expired or Disposed, then the remaining license will turn up a 1 available, which can be used again.



  9. How do I add CAL License? What are the types of CAL Licenses?

    To add CAL License,
    1. Go to Assets tab -> select Software Licenses under Resource block.
    2. Click Add New button.
    3. In the Add Software License form, select the License Type as Client Access License.
    The different types of CAL Licenses are,
    • Per Seat per device: You can purchase a CAL for every device accessing the server regardless of the number of users who use that device.
    • Per Seat per User: You can purchase a CAL for every user accessing the server for services such as, file storage or printing, regardless of the number of devices they use for the access.
    • Per Processor: You can purchase processor license for each processor in the server on which the software is running. A Processor License includes access for an unlimited number of users to connect to the server.
    • Per Server: You can purchase a CAL for any device or user that connects to the server. However, the connections are limited.
    • Per Mailbox: You can purchase a CAL for accessing the mailbox for Exchange Server.




  10. When I set the status of a workstation as "In Store", the installed software is still being metered. Is there a way to exclude the software license for these workstations?

    The only possible way out of this is to de-allocate the software license for the workstation. You can de-allocate the license for a workstation under Assets tab -> click Scanned Software in Resources section.
    Click on the software. Select the workstation to de-allocate the license and click Deallocated License button. This will free-up the license of the software for that workstation.



  11. I have a couple of users who have purchased software for their home PC. These PCs are not scanned and never will be. I have manually created these assets but how do I enter the software for auditing?

    1. Go to Assets tab -> Scanned Software under Resource section.
    2. Click New and add the software with the Software Type as managed.
    3. Go to Workstations under Resource section. Click on the particular workstation.
    4. In workstation details page, click Actions drop down menu -> Add Software option. Select the particular software from the list.
    5. Now go back to Scanned Software and find the particular software. In the software details page, click Actions drop down menu -> Add Software License.
    6. Now you can find the workstation is listed under unlicensed installations. Go ahead and allocate the license for the workstation.



  12. Can I add custom software license types in the application?

    Yes you can customize software license types under Admin tab -> Software License Types under Software section.
    • License type: Enter a name for the license type.
    • Manufacturer: Select the Manufacture from the drop down. You can also add a new Manufacturer by clicking Add New Manufacturer icon.
    • Tracked By: The license type can be tracked by Users or Workstations. Select any one option.
      • User denotes whether the license is tracked by per user. E.g.: Concurrent license
      • Workstation denotes whether the license is tracked by per installations. E.g.: Volume license
    • Installations/Users Allowed:
      • Single: License for single installation/user
      • Volume: License for multiple installations/users
      • Unlimited: License for unlimited installation/users
      • OEM: License for OEM based installations
    • Is Perpetual: Denotes software that does not expire.
    • Is Free: Denote software that is freeware.
    • License option: You can add your own license option like Full packed Product, Enterprise Subscription and so on.



  13. I have all my license details in excel. How do I bring it into SDP?

    You can import all your license details into SDP using Import from CSV file option. Go to Assets tab -> Software Licenses option in Resources section. Select Import from CSV option. [ Screenshot ]
    Based on the license key, the existing license will be overwritten. Currently, ServiceDesk Plus does not support the import option for CAL license.
    Note: Ensure the software name is added correctly in the CSV file, this can be done by installing the software on a test machine and by checking the name from the registry. The reason being is, when you import license from a CSV file and associate it to a workstation and the same is being fetched during a scan with a different name, this will end up with duplicate names and defets the purpose.





  14. What does Purchased and Installed column in the Software details page denote?

    Purchased count denotes the number of licensed installations purchased for the software.
    Installation count denotes the number of machines in which the software is installed.



  15. What is the difference between Purchased Licenses and Purchased CAL License?

    Purchased Licenses can be attached to the installations allowed for that software in different machines where as CAL licenses are allowed to access that software from Server to clients.


  16. How do I attach the license file to a software license?

    After creating a license for the software, go to that software license to attach the document. Click Actions drop down -> select Attach Documents option to attach files.


  17. Is it possible to change the Manufacturer name of the software since I'm unable to do version grouping?

    Yes you can change the manufacturer name of the software. From the Scanned Software List View page, click the software to change the manufacturer name. In the details page, click the [Change] link beside the Manufacturer Name. [ Screenshot ]


  18. Where do I track the license agreements? How can I be notified about an agreement expiry?

    To track the license agreement,
    Go to Assets tab -> select License Agreement under Resource section.
    You can track the license agreements under Assets tab -> License Agreement under Resource section.
    While adding a license agreement, you can select users to notify when a license agreement is about to expire. Also, you can select the days before which the notification should be sent to the selected users.
    [ Screenshot ]



  19. Is there any way to fetch Microsoft license while scanning the machines?

    In the past, service desk was able to fetch license keys from Microsoft Operating System and its Office Products. But, currently this operation was suspended from the recent versions of ServiceDesk, as the path and encryption method used to store them has been changed by the manufacturer.
    We have added this to our features list to enable this functionality again. But, due to some technical limitations it is difficult to commit a timeline at the moment.




License Types

  1. What is Concurrent License?

    Concurrent License allows only specified number of users to login at any particular point of time and access the application.
    Say, for instance, you have purchased a 10 user concurrent license for Oracle. You can create any number of logins but only 10 users can access the application at a time. If the 11th user tries to login, the application rejects the access. If any one of the user logs out of the application, then the 11th user will be given access to the application.



  2. What is the difference between the License Types Enterprise Subscription and Enterprise Perpetual?

    The Enterprise License Type can be allocated to unlimited number of machines as they share the same license key. Enterprise Subscription is an annual subscription model license which you have to renew on a yearly basis. Enterprise Perpetual license has no Expiry.


  3. What is Volume License Type? How do I use it?

    Volume License Type supports multiple installations. With one volume license, you can specify the number of installations allowed. All these installations will share a common license key. For instance, most of the Operating Systems come with a license based on Volume License Type.


  4. What is Named User license type?

    Named User (NU) licensing limits the number of individuals authorized to use software on the specified computer.
    For example, Oracle application is installed in Machine A and Machine B. The license is purchased for user say, John. When John logs into Machine A or Machine B he will have access to Oracle. However, when a different user logs into Machine A or Machine B, he will not have access to Oracle.



  5. What is Node Locked license?

    Node Locked denotes the license type for workstations with specific configurations. This license is generated for a particular workstation by giving parameters like IP-Address, Service tag and Mac address. Node Locked license is applied to workstation for which it is purchased.


  6. What is Organization License? How can I add it?
    (OR)
    Is it possible to add a software license which can be applied to workstations in any site?

    Organization License are software licenses which can be applied to workstations across the sites. While adding the software license, select Organization option from Allocated to Site drop down box. [ Screenshot ]


  7. When the vendor provides only one license key for 40 license of Adobe Photoshop purchased, What license type need to be used?

    The license type should be Volume. So when adding the license for this software, you need to choose Volume, so that the license can be applied for 40 workstations.


  8. When a package is purchased and its components are installed on different workstations. What type of license I need to choose?

    This software falls under Suite License.
    If the software purchased is Microsoft Office 2013, then a suite has to be created as follows.
    • First all the Microsoft Office 2013 software has to be set as managed.
    • Then create a Suite by providing an appropriate Suite Name and choose all the components of Microsoft Office 2013 into it.
    • Define the rule Automatically discover as suite installation if the suite component software installation(s) is greater than or equal to 1 in a computerÓ
    Note: The above value has to be chosen based on how many components are installed on an asset. Say if you have installed 1 component and If the above rule is set to 2 in a computer, then whatever asset has only one component of the suite installed, this will not be considered into the suite installation.
    • Save the settings, this will move all the components into the suite, so there will not be any software under the component assets and will move into the suite.
    • Now create a license for this and associate the same(The license type can be either Individual or Volume).



  9. What can be done when a license for Windows 7 has been purchased and the same is applicable for Windows 8 or when there is a direct purchase of Windows 8?

    Consider you have a Workstation running Windows 7 and you are getting this upgraded to Windows 8. In the next scan new software Windows 8 will be added and Windows 8 will be under compliant.
    Now go to Scanned Softwares?Choose Windows 8. Select Add Software license s?Upgrade license.
    In the upgrade licenses?Select Upgrade From as Windows 7.
    Once the license is created it can be allocated to the Workstations running Windows 8 (Upgrade license)as well as machines running Windows 7(Downgrade License).



Others

  1. What is the purpose of IT and NON-IT Asset Categorization? How does this correspond to the Max number of Asset or Node license I purchase?

    Assets in ServiceDesk Plus are categorized as,
    IT Assets: All Assets with the product type as IT asset are considered as Nodes. Assets which are discovered during the scan process of ServiceDesk Plus are listed under IT Assets (or nodes). For example, Workstations, Servers, Routers, Switches and Access points.
    Assets listed under IT Assets correspond to the Max. Number of Assets license you purchase. Say, you have purchased a 250 node or asset license which means you can add only 250 IT assets.
    Non IT Assets: All Assets whose product type comes under Non-IT asset categorization will be considered as Non-IT Assets.
    Asset Components: Parts of the asset which do not stand alone are grouped under components. For example, Keyboards, mouse, monitors etc. Every Product listed under Admin -> Product is associated with a Product Type that is listed under Admin -> Product Type. These Product Types can be categorized either as an IT or Non-IT Asset. The ones categorized as IT is calculated as an Asset license.
    You can add any number of Non IT assets and Components as it does not correspond to the Asset license you purchase.



  2. What is Auto-assign owner?

    ServiceDesk Plus helps you to automatically assign owners for successfully scanned workstations easily and efficiently. ServiceDesk Plus provides owner suggestions based on the last logged user for workstations successfully scanned. You also have an option to change the owner during the assignment process. After the Auto-assign owner process, Resource state for workstations is automatically changed from In Store to In Use. You can find Auto-Assign feature under the Assets tab.


  3. I would like to move some assets from one category to another category say, assets listed under workstation category should be moved to the router/printer category.

    You can move assets to different categories by changing the Product Type of the asset. First make note of the Product Name for those workstations you wish to move to the Router/Printer category. [ Screenshot ]
    Search for the same product name under Admin -> Product. Edit and change the product type from workstation to as per your choice (Printer or Router).



  4. How do I change Workstations as Servers?

    In the latest version of ServiceDesk Plus (v 7.5 and above), we have an option to select the particular asset from the workstation list view and select 'Change as Server(s)' option under the Actions menu which will move the asset into the Servers section.


  5. How do I change a workstation from being a desktop to a laptop?

    Go to Assets tab -> Workstations -> Click on the workstation which you want to change as Laptop and make a note of the Product name. [ Screenshot ]
    Now, go to Admin tab -> Products -> look for the particular product name -> Edit the product and select Laptop.



  6. What is the purpose of Groups in the Assets section of ServiceDesk Plus?

    ServiceDesk Plus helps you to group assets based on the asset properties. You can group assets of users belonging to the same team and location. Organizing assets based on groups gives you more fine-grained control and helps you manage assets efficiently.
    For example, you can group assets based on OS, service packs, memory size and so on. When you are getting ready for migration you will be able to pinpoint assets with 256 MB RAM that needs upgrade before rolling out Windows Vista.
    There are two types of Groups.
    STATIC GROUP: You have to define the group by listing its members manually say, Grouping all the Printers in first floor (you have to handpick static group members).
    DYNAMIC GROUP: Resources are grouped automatically based on certain criteria say, OS, RAM, Vendor and so on.



  7. I would like to view all the assets belonging to a particular site in a single page. Where can I configure it?

    Dynamic group helps you to group assets as per your requirement.
    1. Go to Assets tab -> select Groups under Resources block -> click New Group option.
    2. Provide a name for the group and select the Group Type as Dynamic Group. Click Save.
    3. Define criteria for the group. Say, Site is Texas. Save and view group will list all assets in this particular Texas site.



  8. Where can I find the Remote Assistance feature in ServiceDesk Plus?

    Remote Assistance feature is available in ServiceDesk Plus version 7.5 and above. Remote control feature of ServiceDesk Plus helps you to connect remote machines successfully scanned in ServiceDesk Plus from the application itself.[ Screenshot ]


  9. If the asset status is changed from In Use to Expired or Disposed, will the asset still be calculated as a node and take up a license? Will licensing for retired or unused assets maintained for historical purposes still be calculated as a node?

    In v 7.5 and above of ServiceDesk Plus, assets moved to Expired or Disposed state will not be taken into account as a node. Currently these assets can be scanned and maintained in the system mainly for historic data.


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