Getting started with ServiceDesk Plus Cloud - Part I
Summary
TLDRThis video tutorial guides users through setting up Service Desk Plus, a cloud-based help desk solution. It covers adding requesters and technicians, and configuring mail server settings. Users can import from AD, use CSV import, or manually add requesters. The video also shows how to convert requesters to technicians, assign them to sites and groups, and set roles for access control. Finally, it demonstrates configuring mail server settings for both incoming and outgoing emails using various protocols, ensuring seamless email integration.
Takeaways
- 😀 Service Desk Plus is a cloud-based Health IT solution designed for configuring the application.
- 🔧 The video series guides users on how to configure the application, including importing and setting up requesters, technicians, and mail server settings.
- 👥 Users can be added to the application in three ways: via AD provisioning, CSV import, or manually by entering details like name, contact information, and department.
- 📧 Users added as requesters can be converted into technicians by using the 'change technician' icon, allowing for additional configuration and association with sites and groups.
- 🔗 Technicians can be assigned to specific sites and groups within the application, streamlining the management of service requests.
- 🛠️ Technicians can also be assigned roles to provide different levels of access and permissions across various modules in the application.
- 📬 Service Desk Plus supports configuring mail server settings for both incoming and outgoing emails, ensuring seamless integration with email services.
- 📡 Supported protocols for incoming mail include POP3, IMAP, and IMAPS, while outgoing mail can be configured with SMTP, SMTPS, and SMTP with TLS.
- ⏱️ The application allows setting a time interval for fetching emails, which can be customized based on user requirements.
- 🔒 After configuring the mail server settings, an immediate connection test is performed, and the results are displayed to confirm successful setup.
Q & A
What is the primary purpose of the video series mentioned in the transcript?
-The primary purpose of the video series is to help users get started with configuring the Service Desk Plus application.
How many ways are mentioned to add users in the Service Desk Plus application?
-Three ways are mentioned to add users: importing from AD using the provisioning tool, using the CSV import option, and manually adding requesters.
What is the default password for users when they are imported into the application?
-The default password for users when imported is 'pass' followed by the user's email address.
How can a user enable login for a requester in the application?
-A user can enable login for a requester by checking the 'Enable Login' option and then saving the user details.
What is the process to convert a requester into a technician in Service Desk Plus?
-To convert a requester into a technician, click on the 'Change Technician' icon, which opens the form to provide additional information and associate them to sites and groups.
What additional information can be provided for a technician in the 'Change Technician' form?
-In the 'Change Technician' form, you can provide information such as associating the technician to sites and groups, and assigning roles to provide view and access permissions across various modules.
How can new technicians be added to the Service Desk Plus application?
-New technicians can be added by clicking on the 'New Technician' button within the application.
What mail protocols does Service Desk Plus support for fetching incoming emails?
-Service Desk Plus supports POP3, IMAP, and IMAPS protocols for fetching incoming emails.
What are the outgoing mail settings supported by Service Desk Plus?
-Service Desk Plus supports SMTP, SMTPS, and SMTP with TLS for outgoing mail settings.
How can the mail server settings be configured in Service Desk Plus?
-Mail server settings can be configured by clicking the 'Connect to your mailbox' tab and entering mandatory information such as server name, username, password, email type, and the time interval for mail fetching.
What happens after saving the mail server settings in Service Desk Plus?
-After saving the settings, Service Desk Plus performs an immediate connection test with the mail server and displays the result.
Outlines
😀 Getting Started with Service Desk Plus
This video is an introduction to Service Desk Plus, a cloud-based Health Des solution. It guides viewers on how to configure the application, starting with importing and configuring requesters, adding technicians, and setting up mail server settings. The video outlines three methods for adding users: using an AD provisioning tool, a CSV import option, or manually entering details. It also covers enabling login for requesters, converting requesters to technicians, associating technicians with sites and groups, and assigning roles for access permissions. Additionally, it explains how to configure mail server settings for both incoming and outgoing emails using supported protocols.
Mindmap
Keywords
💡Service Desk Plus
💡Requesters
💡Technicians
💡CSV Import
💡AD Provisioning Tool
💡Mail Server Settings
💡POP3, IMAP, IMAPS
💡SMTP, SMTPS, SMTP with TLS
💡Enable Login
💡Sites and Groups
💡Roles and Permissions
Highlights
Introduction to configuring Service Desk Plus, a cloud-based Health IT solution.
Importing and configuring requesters and technicians in the application.
Three methods to add users: AD provisioning, CSV import, and manual addition.
Using the provisioning tool to import users from Active Directory.
Adding requesters via CSV import option.
Manually adding requesters by entering details such as name, contact information, and department.
Enabling login for requesters and sending email invitations.
Converting requesters to technicians using the 'Change to Technician' icon.
Providing additional information for technicians and associating them with sites and groups.
Assigning roles to technicians for access permissions across modules.
Adding new technicians by clicking the 'New Technician' button.
Configuring incoming and outgoing mail settings in Service Desk Plus.
Setting up mail server settings to fetch emails into the application.
Support for POP3, IMAP, and IMAPS protocols for incoming mail.
Configuring outgoing mail settings with SMTP, SMTPS, and SMTP with TLS.
Performing an immediate connection test with the mail server after saving settings.
Transcripts
thank you for signing up with service
desk plus the cloud-based Health Des
solution this video series will help you
get started with configuring the
application in this video you will learn
how to import and configure
requesters add technicians and configure
the mail server settings for your
convenience we will be first adding
requesters and then move on to configure
the technician
so let's get
started there are three different ways
in which you can add users into the
application one you can import users
from your ad using the provisioning tool
two you can add requesters using the CSV
import option or you can manually add
requesters into the application by
clicking on the new requestor
button and into the details such as
name contact information like email
address phone number and the department
in which the user belongs
to you can enable login for this user by
checking the option enable login to
requesters and click on
save this user will now receive an email
invitation which she needs to accept in
order to log into the
application or if you have verified your
domain in the application the user can
log into service desk using the default
password which will be
passor email address of the
user by default when users are imported
into the application they are set as
requesters you can convert some of the
requesters into technicians by clicking
on this changes technician
icon this will open up the changes
technician form where you can provide
additional information for the
technician and Associate them to sites
and groups in the
application you can associate a
technician to a site by selecting the
site from the available site list and
moving him to the associated site
similarly you will be able to assign a
technician to groups as well in the
application you can also assign roles to
technicians to provide View and access
permissions across various modules in
the
application you can save the details by
clicking on the save button
below you can also add new technicians
in the application by clicking on the
new technician Button as well service
desk Plus on demand allows you to
configure the incoming and outgoing mail
settings to fetch emails into the
application you can configure the mail
server settings by clicking the connect
to your mailbox
tab here enter all the mandatory
information like the server name
username and password email type and the
time interval within which the mails
needs to be fetched into the application
for fetching emails currently we support
pop IM app HS and imaps
protocols similarly you will be able to
configure the outgoing mail
settings and for outgoing we support
SMTP smtps and SMTP with TLS
ports and you can save the settings
which will do an immediate connection
test with your mail server and display
aisled on top
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