Preise - ServiceDesk Plus | ManageEngine (2023)

FAQs

What is ServiceDesk Plus used for? ›

ServiceDesk Plus helps businesses across various industries and domains build and deploy custom service management practices to deliver a better service experience for their end users.

ServiceDesk Plus has built-in modules such as Requests, Problem, Assets, Solutions, and configuration entities such as Region, Site, Users, Status, Priority, Level, and Mode.

An IT service desk assists customers with incident resolution or service request management, it creates and manages departmental knowledge, it offers self-service for customers who want to resolve incidents quickly and independently, and it provides metrics on the team and the tool's effectiveness.

Project Admin, Project Manager, Team Manager, and Team Member are the default project roles. Project Admin and Team Member roles cannot be edited or deleted. The project role can be assigned to users/requesters, and it cannot override project-specific roles configured under Admin > Users > Technicians.

Search for the term 'ServiceDesk Plus' and you will find the ServiceDesk Plus - IT Helpdesk Android app in the search results displayed. It is a free app and does not require any license to be purchased. Proceed installing the app on your Android phone.

Alternatively, you can also navigate to ESM Directory >> Users and click Locked Accounts button in the toolbar. A pop-up will display the locked accounts with their domain and IP address. Select the locked account and choose Unlock.

Go to Admin >> General >> Migrate On-Premises to Cloud. Select a ServiceDesk Plus Cloud Data Center from the drop-down list. The Domain URL will be auto-populated based on the Data Center and is non-editable.

Go to <SupportCenter_Plus_Home]> \ pgsql \ bin in the command prompt. Here, supportcenter is the name of the database. 65432 is the port on which SupportCenter Plus database runs. SupportCenter Plus uses Postgres account to connect to the database and does not use any password.

What is the ServiceDesk Plus email? ›

The ServiceDesk Plus add-in for Microsoft Outlook brings the IT help desk right into your Outlook or Office 365 mailbox. Now your end users don't have to access your help desk portal to submit a request or check the status of their tickets.

Go to Admin>>Purchase/Contract Management>>Vendor Services. On the vendor services list page, click Add New Vendor Service and fill out the relevant details.

How can I find the Build Number of ServiceDesk Plus? In the ServiceDesk Plus web client, click the "About" link on top right of the page. You should see the Build number mentioned on the top right of the page. Check the following image guide to locate the build number.

Both Closed and Resolved status are of the completed type, however, Resolved status indicates that a resolution has been provided and the requester has to acknowledge that the provided solution has fixed the issue. Automatic request closing rule works based on this.

Life at your service desk can be hectic – your employees are always busy putting out fires, and service desk stress is real. But with a few improvements, you can make your service desk employees happier while adding more value to your organization – all at the same time!

ServiceNow is more enterprise-oriented and focused around ITIL, while JIRA was designed to be accessible by IT professionals from all organization types. Subsequently, Service Desk has a more moderate learning curve in store for the average IT professional when compared to ServiceNow.

Configuration Management Database (CMDB) is a centralized repository that stores relevant information about all the significant entities in your IT environment.

First of all, we have the Project Director, Project Manager, Project Team Leaders, Project Team Members, Project Controller, Project Planner. In addition, we can have extra roles like a Project Scheduler, Project Estimator, Methodologist, Risk Management Coordinator.

Is service desk free? ›

The ServiceDesk Plus standard edition with full-fledged IT incident and knowledge management functionalities, extensive reporting and dashboard capabilities, comes at no cost.

Click ESM Directory by clicking the Instances icon [Present at the top of the Navigation Pane]. Select Manage Portal. Under the Customize organization portal, click Customize the Portal.

Log in to the ServiceDesk Plus application using the User name and Password of an admin user. Click Help drop down menu -> select License option. The License window is opened. Click the Browse button to locate the license file sent to you when you purchased the application.

The ServiceDesk Plus login page opens in the default web browser. Enter the Username as "administrator" and the Password as "administrator" to log in to ServiceDesk Plus.

Default Backup password: SDP123! Step 2: Start the ServiceDesk Plus – MSP service once after restoring the data in the new server.

From command prompt, go to <ServiceDeskPlus-MSP>\bin directory and execute backUpData.sh --trimmed command to start the database back up.

Login using AD Credentials:

Facilitate login for users into ServiceDesk Plus using the login name and password of their system. Hover over Active Directory Authentication fields and click Edit. Select Enable Active Directory Authentication checkbox. Click Save.

In the Google Cloud console, go to the Cloud SQL Instances page. To open the Overview page of an instance, click the instance name. Select Connections from the SQL navigation menu. In the Authorized networks section, click Add network and enter the IP address of the machine where the client is installed.

What is the default URL for ManageEngine ServiceDesk Plus? ›

For example, the default is http://localhost:8888. In ManageEngine Service Desk Plus you can create your own alias? To launch the ADManager Plus client, open a Web browser and type http://hostname:8080 in the address bar.

The disable option is available from the Mail Server Settings > Incoming tab: By checking the 'Disable new request creation through email' check box option, any email sent to ManageEngine ServiceDesk Plus that is not detected as being a response to an existing request will be rejected.

ServiceDesk Plus - MSP uses PostgreSQL as its default database.

Under users click on "requesters". The three options, import from Active Directory, import from CSV, and add manually are visible here. Click on "import from CSV".

Select ServiceDesk Plus in the product drop-down list. Provide your email address in Your Email Address: field. Specify the Request Id and choose the file that you wish to upload and click Upload. Once uploaded, send the link to download the logs to support@servicedeskplus.com.

Specify the domain controller that provides access to resources in that domain. Enter the login name of your user account in the selected domain. Enter the password of the above user account. Toggle LDAP SSL option ON to enable secure communication between the ServiceDesk Plus MSP and Active Directory via port 636.

Role Required: SDAdmin or HelpDesk Config

To view the custom triggers configured in your organization, go to Admin > Automation > Custom Triggers. Custom triggers are categorized and organized under trigger groups. You can configure a trigger group for all related triggers.

What Is the Difference Between Incident and Service Requests? In simple terms incident vs service request are discussed below: The service request is a request raised by the user or client & he needs to provide some information whereas an incident is a more risky or serious matter compared to the service request.

Log in to the ServiceDesk Plus application using the user name and password of an admin user. Click the Admin tab in the header pane. In the Asset Management block, click Product Types. The next page displays the available list of product types.

ManageEngine ServiceDesk Plus is a comprehensive help desk and asset management software that provides help desk agents and IT managers an integrated console to monitor and maintain the assets and IT requests generated from the users of the IT resources in an organization.

What is first response violated in ServiceDesk plus? ›

First Response Violation means, if a request is not replied within the specified amount of time then it will be marked as First Response violation. SLA violated means, if a request is not resolved within the specified amount of time.

Log in to the ServiceDesk Plus application using the user name and password of an admin user. Click the Reports tab in the header pane. The next page lists the various reports grouped under different heads. Along with the default reports you also create New Custom Reports, New Query Reports, New Scheduled Report.

Deleting Assets

Click on Assets tab -> Click IT Asset link under the resource block on the left hand side of the page. This opens the IT Assets list view page. From the assets list view page, select assets to be deleted by enabling the check box. Click Delete button to delete the selected assets.

ManageEngine offers more than 60 enterprise IT management tools to help you manage all your IT operations, including networks, servers, applications, service desk, Active Directory, security, desktops, and mobile devices.

Both Closed and Resolved status are of the completed type, however, Resolved status indicates that a resolution has been provided and the requester has to acknowledge that the provided solution has fixed the issue. Automatic request closing rule works based on this.

Click Start → Programs → ManageEngine Applications Manager → Uninstall Applications Manager. Also from Control Panel → Add/Remove Programs.

SupportCenter Plus supports PostgreSQL database, by default.To switch over to SQL database you need to configure SQL server to establish connection and start the server.

ServiceDesk Plus - MSP uses PostgreSQL as its default database.

What is an example of a service request? ›

Service request - A formal user request for something new to be provided. Example: “I need a new Macbook.” Incident - An unplanned event that disrupts or reduces the quality of a service and requires an emergency response. Example: “The website is down!”

Resolved means a developer fixed an issue they were assigned. Closed means that the Quality Assurance Manager or appropriate team member confirmed the fix was done correctly.

While a help desk can fix a broad range of IT issues, desktop support is dedicated to fixing only desktop or laptop issues. It can't help with printers or networks, but it can help you install programs or get a broken computer running. Desktop support is typically included in the help desk function.

Zoho ManageEngine ServiceDesk Plus - IT service desk software.

ServiceNow is more enterprise-oriented and focused around ITIL, while JIRA was designed to be accessible by IT professionals from all organization types. Subsequently, Service Desk has a more moderate learning curve in store for the average IT professional when compared to ServiceNow.