Getting started with ServiceDesk Plus Cloud - Part II
Summary
TLDRThis video tutorial guides users through the initial setup of ManageEngine ServiceDesk Plus, a cloud-based helpdesk solution. It covers configuring organizational details, setting up regions and sites, defining operational hours and business rules, and managing timezones. The video also explains creating user and support groups, assigning technicians, and setting up notifications for efficient ticket management. Additionally, it demonstrates how to create user groups based on criteria like department and site for streamlined access and operations.
Takeaways
- 🚀 Get started quickly with the cloud-based helpdesk solution by following basic configurations.
- 🏢 Configure your organization's details, including name, address, contact information, and default timezone.
- 🖼️ Customize your reports, purchase orders, and application header with your company's logo.
- 🌍 Manage various regions and sites within a single console, allowing for global operations.
- 📅 Configure operational hours, business rules, and service level agreements (SLAs) for each site individually.
- 🔄 Utilize different settings options: copy default, refer default, and custom settings for site-specific configurations.
- 👥 Create and manage technician groups, allowing specific groups to handle particular helpdesk requests.
- 📧 Set up group email addresses to automatically assign incoming emails to the appropriate group in the application.
- 👤 Establish user groups by defining criteria such as department, site, email, job title, and first name.
- 🗂️ Filter users into specific groups based on criteria, such as site location, to streamline user management.
Q & A
What is the primary purpose of the video series mentioned in the transcript?
-The primary purpose of the video series is to guide users on how to configure the ManageEngine ServiceDesk Plus cloud-based helpdesk solution.
What are the basic configurations that can be set up to get the IT Help Desk running?
-Basic configurations include configuring organization details, setting up sites, creating user and support groups, specifying the default timezone, and updating the company's logo.
How can you access the organization settings in ServiceDesk Plus?
-You can access the organization settings by navigating to the 'setup' section where you will find the 'organization settings'.
What details can be entered in the company details form within the organization settings?
-In the company details form, you can enter details such as the company's name, default currency, address, contact information, and update the company's logo.
Why is it important to specify the default timezone for the organization?
-Specifying the default timezone is important for calculating operational hours and managing time-sensitive tasks within the organization.
How can you add a new region in ServiceDesk Plus?
-To add a new region, click the 'regions' link under the organization settings section, then click on the 'new region' button and enter the required details.
What is the significance of the time zone when creating a new site in the application?
-The time zone for a site is essential as it is used to calculate the operational hours for that specific site.
What are the three different settings options for configuring operational hours and business rules for a site?
-The three settings options are 'copy default', 'refer default', and 'custom settings'. 'Copy default' allows copying settings marked default and making changes for the site, 'refer default' makes the site follow only the default settings, and 'custom settings' allows individual configuration of all settings for the site.
How can you create a group in ServiceDesk Plus to use the help desk system?
-To create a group, go to 'setup', click the 'groups' link under organization settings, click 'new group', give a name, specify technicians, and set up notifications.
What notifications can be set up for a group in ServiceDesk Plus?
-Notifications can be set up for when a new request is added to the group, when a request is left unassigned, or when a request is updated.
How can you create a user group in ServiceDesk Plus, and what criteria can you use to define the users belonging to this group?
-To create a user group, go to 'users and permissions', click the 'user groups' tab, and add a user group. You can define users by criteria such as department, site, email, job title, and first name.
Outlines
🚀 Introduction to ManageEngine ServiceDesk Plus
The video begins by welcoming users to ManageEngine ServiceDesk Plus, a cloud-based helpdesk solution. It introduces the video series aimed at helping users configure the application. The first video covers essential topics such as configuring organizational details, setting up sites, creating user and support groups, and more. The video emphasizes that users can get their IT Help Desk up and running in minutes by following the basic configurations provided.
🏢 Configuring Organization Details
This section explains how to configure organization details within ManageEngine. Users can access the organization settings under the setup menu, where they can fill out the company details form with essential information like the organization’s name, default currency, address, contact information, and time zone. Additionally, users can update the company's logo, which will be displayed in reports, purchase orders, and the application header.
🌍 Managing Regions and Sites
The video outlines how to manage different regions and sites within the application. Users can add new regions and sites under the organization settings. It is essential to assign a time zone to each site to calculate operational hours accurately. The video also explains how users can configure operational hours, business rules, and service level agreements for individual sites, using three settings: copy default, refer default, and custom settings.
👥 Creating Groups for Help Desk Usage
This section discusses how to create and manage groups within the helpdesk system. Users can set up groups by navigating to the groups link under organization settings. Here, they can assign technicians to groups, configure notifications, and set up a group email address. This setup allows emails sent to the group email to be fetched and automatically assigned within the application. Proper configuration of mail server aliases is necessary for this functionality.
🔒 Setting Up User Groups
The video concludes by detailing how to create user groups within the system. Users can create these groups by going to the users and permissions section and selecting the user groups tab. Criteria such as department, site, email, job title, and first name can be used to define group membership. For example, a user group can be created for all users in a specific site like New York. These user groups help in better organization and management of users within the application.
Mindmap
Keywords
💡Organization Details
💡Sites
💡Groups
💡User Groups
💡Service Level Agreements (SLAs)
💡Operational Hours
💡Default Settings
💡Custom Settings
💡Notification
💡Alias
Highlights
Introduction to configuring ManageEngine ServiceDesk Plus, a cloud-based helpdesk solution.
Getting started with basic configurations to set up the IT Help Desk quickly.
Configuring organization details such as name, currency, address, and contact information.
Setting the default timezone for the organization.
Updating the company's logo to be used in reports and the application header.
Configuring regions and managing them from a single console.
Creating new regions with required details like name and timezone.
Adding sites to the application with specific names, reasons, and timezones.
Configuring operational hours, business rules, and service level agreements for sites.
Copying default settings and making changes for specific sites.
Creating user and support groups for organization-wide helpdesk access.
Assigning technicians to groups and setting up notifications for new requests.
Setting up group email addresses to automatically assign incoming emails to groups.
Creating user groups with specific criteria like department, site, and job title.
Using filters to display and define which users belong to a particular group.
Saving settings to apply configurations across the helpdesk system.
Transcripts
thank you for signing up at manage
engine service des plus the cloud-based
helpdesk solution this video series will
help you get started with configuring
the application in this video you will
learn how to configure your organization
details setup sites create user and
support groups let's get started you can
get your IT Help Desk up and running in
minutes with a set of basic
configurations
first up you can configure your
organization details under setup you
will have the organization settings
section like the company details link a
company details form will be displayed
where you can enter details such as name
default currency for your organization
address contact information etc you can
also specify the default timezone for
your organization as well you can update
the company's logo over here by clicking
use custom image and choose your
company's logo this logo can be replaced
in all your reports purchase order and
the application header as well if you're
a global organization you can configure
various regions sites and manage them in
a single console to add a new reason
click the region's link under the
organization settings section click on
the new region button and enter the
required details similarly you will be
able to create sites in the application
click the sites tab on top and click on
the new site button enter the site name
the reason and the time zone for that
particular site note that the time zone
is essential to calculate the
operational hours for that site you will
be able to configure operational hours
business rules service level agreements
individually for a particular site as
you can see there are three different
settings copy default Rafferty fault and
custom settings copy default allows you
to copy all the settings which are
marked default in the application and
additionally you will be able to make
changes to those settings for that
particular site alone refer default
marks that the site will follow only the
settings which are marked default in the
application and custom settings will
allow you to configure all these
settings individually for that
particular site if you would like
multiple groups in your organization to
use the help desk system you will be
able to provide them with that option
you can create groups by going to setup
and click the group's link under
organization settings click on the new
group button and give a name for the
group specify the technicians over to
belong to this group and set up
notifications for the group you will be
able to notify technicians when a new
request is added to the group or when a
request is left unpacked or when a
request is updated in the application
you can also give a group email address
so that the emails which are sent to the
group email address will be fetched in
and will be automatically assigned to
the group in the application in order
for this to work you need to setup an
alias in your mail servers and click on
save to save the settings likewise you
will be able to create and user groups
as well for that you have to go to users
and permissions and click the user
groups tab
click add user group and give a name for
the user group you will be able to
display safar filters to define which
user belong to this group you can
specify criterias like Department site
email job title and first name let's say
if you want to create a user group for
the users in New York site you can just
say site and the condition SS and
specify the site name click on save to
save the settings
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