Getting started with ServiceDesk Plus Cloud - Part II

ManageEngine

7 Sept 201604:59

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

00:00

🚀 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

The organization details refer to the fundamental information about a company or entity that is using the helpdesk service. This includes the company name, default currency, address, contact information, and the default timezone. These details are configured under the organization settings and are crucial for customizing the helpdesk platform to align with the organization's specific needs and identity, such as displaying the company's logo in reports and application headers.

💡Sites

Sites represent different physical or operational locations of an organization that can be managed within the helpdesk system. Each site can have its own settings, such as time zones, operational hours, and service level agreements (SLAs). This feature is particularly useful for global organizations, enabling them to handle various regions and sites within a single console, allowing for specific configurations like 'copy default', 'refer default', and 'custom settings' to control settings and behaviors for each site.

💡Groups

Groups in the helpdesk context are collections of users or technicians who share common tasks or responsibilities. They can be created under organization settings to manage workflows efficiently. For instance, a group can be set up with a specific email address for automatic assignment of incoming requests, and notifications can be configured to alert members when actions such as new requests or updates occur. This helps in organizing support functions and assigning roles effectively.

💡User Groups

User groups are sets of users grouped together based on specific criteria such as department, site, email, job title, or first name. This feature allows organizations to segment their users for more targeted support and service management. For example, a user group can be created for all users at the New York site to apply specific rules or settings, ensuring that requests are handled in a manner appropriate to that group’s needs.

💡Service Level Agreements (SLAs)

SLAs, or Service Level Agreements, are predefined rules that outline the expected service standards and response times for various requests within the helpdesk system. Each site can have its own SLAs configured to meet its specific needs. SLAs help ensure consistency in service delivery by setting clear expectations for both the service provider and the user regarding response and resolution times.

💡Operational Hours

Operational hours define the time periods during which a site or helpdesk is considered to be active and available for handling requests. Configuring operational hours is essential for calculating response and resolution times accurately, particularly when applying SLAs. This feature allows organizations to set specific hours that reflect their business operations across different time zones.

💡Default Settings

Default settings are pre-configured options that apply across the helpdesk application unless specifically changed. These settings can be copied or referred to when setting up new sites, regions, or groups. The default settings streamline the setup process and ensure that all parts of the organization operate under a unified standard unless customized settings are applied.

💡Custom Settings

Custom settings allow for the individual configuration of various aspects of the helpdesk application for specific sites or groups. Unlike default settings, custom settings provide flexibility to tailor operational hours, SLAs, business rules, and other parameters according to the unique needs of each site or group. This feature is particularly useful for organizations with diverse requirements across different regions or departments.

💡Notification

Notifications are alerts sent to users or groups within the helpdesk system to keep them informed of important events, such as new requests, unassigned tasks, or updates to existing tickets. Configuring notifications ensures that relevant team members are aware of changes and can respond promptly, enhancing efficiency and communication within the support team.

💡Alias

An alias in this context refers to an alternative email address set up in the organization's mail server that redirects messages to the helpdesk system. This setup is essential for the automatic assignment of requests to specific groups based on emails received, streamlining the process of ticket creation and allocation. It helps in managing email-based requests effectively within the helpdesk system.

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.