RMM Central enables you to contact their support team by logging help desk requests. This feature can be integrated with ServiceDesk Plus MSP. Integrating this feature with ServiceDesk Plus MSP enables you to log helpdesk-related requests in ServiceDesk Plus MSP as tickets using RMM Central.
You can also use predefined templates available in the Tickets tab to send requests. These templates comprise of predefined messages. You can modify the subject and content of these messages as required and send the tickets as requests using the tray icon of RMM Central. You can also add tickets if required.
The benefits include the following:
Submit requests without logging in
Send requests using predefined templates and can even attach screenshots automatically.
Use customizable subject lines to configure the HelpDesk application and enable automatic assignment of tickets
Configure settings in RMM Central to log the following asset-related alerts as tickets in ServiceDesk Plus. These include alerts related to:
Recently added hardware
Commercial software applications that have recently been installed or uninstalled
Prohibited software applications that have recently been installed
Software compliance issues related to expired licenses or under licensed software applications
Before you begin logging helpdesk-related requests as tickets or sending them using e-mail, you must ensure the following:
Ensure that the build numbers conform to the details given below:
RMM Central: Enterprise Edition, Build number 10.1.40 or later versions
ServiceDesk Plus MSP: Professional Edition, Build number 7601 or later versions
Run both RMM Central and ServiceDesk Plus MSP in your network
Manage all the computers in your network using RMM Central
Ensure that the Customer Names in RMM Central is same as the Account Name in ServiceDesk Plus MSP
Similarly, the Remote Office Name in RMM Central should be same as Site Name in ServiceDesk Plus MSP
To log help desk requests and alerts from RMM Central as tickets in ServiceDesk Plus, follow the steps given below:
Click the Admin tab.
In the Integrations section, click ServiceDesk Plus MSP Settings.
In the ServiceDesk Plus MSP Settings section, click the Configure Now button.
In the Service Desk Server Plus MSP Details section, specify the following details about the ServiceDesk Plus MSP Server:
IP address/DNS name
Required communication protocol
In the Features to be Integrated section, select Log Help Desk Requests as Tickets checkbox.
Generate authentication key and provide it here.
If you select HTTPS mode of communication, you must provide the SSL certificate of ServiceDesk Plus. To do this copy the file "sdp.keystore", to your computer, from the following location:
<ServiceDesk Plus Installation Home>/Server/Default/conf directory
Select the file that you have copied using the Choose File button.
If you are using a third-party SSL certificate, you must also provide information regarding the alias name you provided when generating the keystore file and the password for the keystore.