Service desk
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Publicado: 8 de septiembre de 2010
AdventNet ManageEngine ServiceDesk Plus :: Admin Guide
Table Of Contents
INTRODUCTION...................................................................................................... 10
System Requirements ....................................................................................................... 12 Installation and Getting Started......................................................................................... 13 Database Configuration ..................................................................................................... 24 Uninstalling ServiceDesk Plus ........................................................................................... 27 Registering ServiceDesk Plus........................................................................................... 28 Contacting AdventNet........................................................................................................ 29
LOGIN HOME PAGE ............................................................................................... 30
Views (My View, Global, Assets)....................................................................................... 32 Scheduler........................................................................................................................... 37
My Schedule .................................................................................................................................. 38 Technician AvailabilityChart.......................................................................................................... 42
License Expiry Alert ........................................................................................................... 45 My Tasks ........................................................................................................................... 46 Publishing Announcements............................................................................................... 48 Reminders ......................................................................................................................... 50
REQUESTS ............................................................................................................. 52
Creating a NewRequest.................................................................................................... 53 Creating Custom Views ..................................................................................................... 57 Viewing a Request............................................................................................................. 59 Editing a Request.............................................................................................................. 62 Closing Requests............................................................................................................... 63 Picking up Requests .......................................................................................................... 64 Assigning a Technician for the Request............................................................................ 65 Unassigning a Technician from a Request ........................................................................ 67 Start / Stop Request Timer ................................................................................................ 68 Adding Notes..................................................................................................................... 69
AdventNet, Inc.
1
AdventNet ManageEngine ServiceDesk Plus :: Admin Guide
Adding Tasks ..................................................................................................................... 70 Merging a Request ............................................................................................................ 71 Copying a Request...
Table Of Contents
INTRODUCTION...................................................................................................... 10
System Requirements ....................................................................................................... 12 Installation and Getting Started......................................................................................... 13 Database Configuration ..................................................................................................... 24 Uninstalling ServiceDesk Plus ........................................................................................... 27 Registering ServiceDesk Plus........................................................................................... 28 Contacting AdventNet........................................................................................................ 29
LOGIN HOME PAGE ............................................................................................... 30
Views (My View, Global, Assets)....................................................................................... 32 Scheduler........................................................................................................................... 37
My Schedule .................................................................................................................................. 38 Technician AvailabilityChart.......................................................................................................... 42
License Expiry Alert ........................................................................................................... 45 My Tasks ........................................................................................................................... 46 Publishing Announcements............................................................................................... 48 Reminders ......................................................................................................................... 50
REQUESTS ............................................................................................................. 52
Creating a NewRequest.................................................................................................... 53 Creating Custom Views ..................................................................................................... 57 Viewing a Request............................................................................................................. 59 Editing a Request.............................................................................................................. 62 Closing Requests............................................................................................................... 63 Picking up Requests .......................................................................................................... 64 Assigning a Technician for the Request............................................................................ 65 Unassigning a Technician from a Request ........................................................................ 67 Start / Stop Request Timer ................................................................................................ 68 Adding Notes..................................................................................................................... 69
AdventNet, Inc.
1
AdventNet ManageEngine ServiceDesk Plus :: Admin Guide
Adding Tasks ..................................................................................................................... 70 Merging a Request ............................................................................................................ 71 Copying a Request...
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