Getting started with ServiceDesk Plus Cloud - Part I

ManageEngine

7 Sept 201604:06

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

00:00

😀 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

Service Desk Plus is a cloud-based help desk solution designed to streamline IT service management. In the context of the video, it is the application being configured, and the video aims to guide users through the setup process. The script mentions configuring various aspects of Service Desk Plus, such as importing users, setting up technicians, and configuring mail server settings.

💡Requesters

Requesters are users who submit service requests or tickets within the Service Desk Plus application. The script explains how to add requesters either manually, through CSV import, or by using an AD provisioning tool. Requesters are integral to the help desk process as they initiate the service requests that technicians address.

💡Technicians

Technicians are users within the Service Desk Plus application who are responsible for resolving the service requests submitted by requesters. The video script describes the process of converting requesters into technicians and assigning them to sites and groups, which is essential for organizing and managing the workload within the service desk environment.

💡CSV Import

CSV Import refers to the method of adding users to the Service Desk Plus application by uploading a CSV (Comma-Separated Values) file. This is a bulk data import technique mentioned in the script as one of the three ways to add users, which is efficient for onboarding multiple users at once.

💡AD Provisioning Tool

The AD Provisioning Tool is a utility for importing users from an Active Directory into the Service Desk Plus application. This tool is mentioned as one of the methods to add users, which is particularly useful for organizations that already use Active Directory for user management.

💡Mail Server Settings

Mail server settings are configurations that determine how the Service Desk Plus application interacts with email servers for sending and receiving emails. The script explains how to configure these settings, which is crucial for the application to fetch emails into the system and for setting up automated email responses.

💡POP3, IMAP, IMAPS

POP3 (Post Office Protocol 3), IMAP (Internet Message Access Protocol), and IMAPS (Internet Message Access Protocol Secure) are email protocols used for receiving emails. The script mentions these protocols as options for configuring incoming mail settings in Service Desk Plus, highlighting the application's support for different email retrieval methods.

💡SMTP, SMTPS, SMTP with TLS

SMTP (Simple Mail Transfer Protocol), SMTPS (SMTP Secure), and SMTP with TLS (Transport Layer Security) are protocols for sending emails. The video script includes these as options for configuring outgoing mail settings, which is important for the application to send automated responses and notifications.

💡Enable Login

Enable Login is a feature within the Service Desk Plus application that allows users to log in and access the system. The script describes enabling login for requesters, which is a step in setting up user accounts and ensuring that users can interact with the application.

💡Sites and Groups

Sites and groups are organizational structures within Service Desk Plus that help manage technicians and their assignments. The script explains associating technicians with sites and groups, which is a way to categorize and allocate resources effectively within the service desk environment.

💡Roles and Permissions

Roles and permissions are used in Service Desk Plus to control what actions users can perform within the application. The script discusses assigning roles to technicians, which determines their view and access permissions across various modules, ensuring that users have the appropriate level of access for their responsibilities.

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.