Masterclass 2023
Introduction
- ServicdeDesk Plus MSP Introduction
- ServiceDesk Plus MSP Editions
- Contacting ZOHO Corporation
Installing ServiceDesk Plus MSP
- Installing ServiceDesk Plus MSP
- System Requirements
- Installation
  - Installation on Windows
  - Installation on Linux
- Upgrade Service Pack
- Start ServiceDesk Plus MSP Server
- Register ServiceDesk Plus MSP
- Shutdown ServiceDesk Plus MSP
- Configure the Database
- Install SSL Certificate
- Renew SSL Certificate
- Install .PFX Certificate
- Uninstall ServiceDesk Plus MSP
Header Quick Links
- Inline Translate
Home Page
- Home Page - Introduction
- My Tasks
- My Approvals
- Publish Announcements
- Technician/Requester Home Page Customization
- Broadcast Message
- Request Catalog
- Scheduler
- Reminders
- Resource Management
- Personalize
  - Manage Two Factor Authentication
- AMS Renewal
- License Expiry Alert
Dashboard
- Customize your Dashboard
Requests
- Requests - Introduction
- Request Details Page
- Request List View
- Request Kanban View
- Create an Incident Request
- Raise a Service Request
- Request-Account Association
- Custom Views
- Edit Request
- Edit Request (For Requesters)
- Request Collaboration
- Solution Suggest
- Cancel Request
- Close Request
- Pick up Requests
- Assign Request to Technician
- Unassign Technician from Request
- Start / Stop Request Timer
- Schedule Request Status Change
- Request Dependency Marking
- First Call Resolution
- Status Change Comments
- Add a Note
- Add a Reminder
- Merge Requests
- Share a Request
- Duplicate an Incident Request
- Duplicate a Service Request
- Link Requests
- Associate Problem to Request
- Associate Change to Request
- Associate Project to Request
- Print the Request
- Add a Resolution
- Search for a Solution
- Submit for Approval
- View Requester Details
- E-mail the Requester
- Forward the Request
- E-mail the Technician
- SMS the Technician
- Request Conversations
- View Requests based on Filters
- Customize Request List View
- Workorder Assessment
- Worklog Timer
- Multi-Site on Requests
- Create Service Request from Incident
- Convert Service Request to Incident request
- Convert Incident Request to Service Request
- Associate Purchase Orders
- Importing Requests
- Delete Request
- Request Trash
- Request Details Page Customization
- Search for Requests
  - Advanced Search
- Tasks
  - Adding Task
  - Mark/Assign Task
  - Task List View Page
  - Task Details Page
  - Organizing Tasks
  - Configuring Task Dependency
  - Trigger Button
  - Adding Worklogs
  - Adding First Response Time using Worklog
  - Adding General Tasks
  - Close/Delete Tasks
  - Task Comments | How to Access Task Comments
  - Task Custom Trigger
  - Task Custom Function
- Request Tags
Technician Space
Problems
- Create New Problem
- View Problem Details
- Problem Views
  - Problem List View
  - Problem Classic View
- Edit Problem
- Close Problem
- Pick Up Problems
- Assign Technician to Problem
- Problem Analysis
- Problem Solutions
- Add a Note
- Add a Task
- Add a Work Log
- Delete Problem
- Associate Incidents to Problem
- Associate Changes to Problem
- Add a Reminder
- View Reminders
- Publish Announcements
- Send Notifications
- Print the Problem
Changes
- Change Stages - Overview
- Multi-Level-Approval for a Change Stage
- Change Additional fields
- Submission
  - Create New Change
  - Screenshot View
  - Editing/Viewing Change Details
  - Assigning Change Roles
  - Adding Notes
  - Stage-Status Involved
  - Change Technician(s) Role
  - Change Progress
- Planning
  - Change Analysis
    - Downtime Scheduling
  - Associating Problems/Incidents to Change
  - Stage-Status Involved
  - Change Technician(s) Role
  - Change Progress
- Approval
  - Adding CAB Members
  - Send for Recommendation
  - Stage-Status Involved
  - CAB(s) Role
  - Change Progress
- Implementation
  - Associating Projects to Change
  - Editing Downtime Schedule
  - Stage-Status Involved
  - Change Technician(s) Role
  - Change Progress
- Review
  - Adding Review
  - Stage-Status Involved
  - Reviewer(s) Role
  - Change Progress
- Closing
  - Stage-Status Involved
  - Associating Closure Code
- Adding Reminders to Change
- Sending Change-related Notifications
- Publish Announcements
- View Stage Status Comments
- Printing the Change
- Change List View
- Change SLA
- Change Calendar View
- Change History
- Change Trash
- Change Related FAQs
Projects
- Creating Projects
- Milestones
- Creating Milestones
- Configuring Tasks
- Task Dependency/Task Order
- Project Members
- Project Template
- Timesheet
- Comments/History
- Gantt Chart
- Associating Requests
- Projects Custom Views
- Associating Changes
- Import MS Projects
- Import XLS/XLSX/CSV Projects
- Project Custom Trigger
- Project Custom Function
Releases
- Release View
- Color Settings
- Create New Release
- Release Details Page
- Release Stages
- Assign Technicians
- Associate Change/Project
- Release Task
- Add Reminders
- Add Work Logs
- Release Approval Details
- View Conversations and Add Notes
- Monitor Release History
Solutions
- About Solutions
- Add New Solution
- View Solution Details
- Edit Solution
- Submit for Approval
- Approve/Reject Solutions
- Delete Solutions
- Search for a Solution
- Custom Views for Solutions
- Import Solution from XLS
- Manage Topics
Accounts
- Create Accounts
- View Account Details
- Point of Contact
- Import Accounts from CSV
- Delete Accounts
- Edit Accounts
- Add Tasks to Accounts
- Assign Solutions to Accounts
- Assign Notification Rules to Accounts
- Search Accounts
- Configure Accounts List
Billing
- View Bill
- Mark Bill as Paid
- Regenerate Bill
- Generate Ad Hoc Bill
- Bill Rule
- Prepaid Billing
- Multi-Contract Billing
- Jobsheet Customizer
- Jobsheet Customizer FAQs
- Configuring Service Plan
- Configuring Contract Billing
Time Sheets
- Time Sheets - Introduction
- Time Sheets Approval
Asset Scan
- Scan Methods
- Network Scan
- Individual Device Scan
- Bulk Scan
- Scan WAN Environment
- Schedule Scan
- SCCM Integration
- Credential Library
  - Credential Library - Telnet/SSH
  - Credential Library - SNMP V1/V2
  - Credential Library - SNMP V3
  - Credential Library - VMWare
  - Credential Library - Remote Session
- Identifying Uniqueness of Workstations
- Identifying Uniqueness of Workstations
- Scan Windows Machine
- Scan Linux, MAC, Solaris and AIX Machine
- Scan Printers, Routers, Switches and Access Points
- Scan VMWare Hosts
- Workstation / Device Scan
- Scan Machines outside a domain / network
- Ports used during Scan
- Distributed Asset Scan
- Hyper V Discovery
- CiscoIP Phone Discovery
- Server Identification
- Excluding Device/IP During Discovery
- Scan Settings
- Web Remote
Assets
- Identify Uniqueness of Workstations
- Configure Asset Depreciation
- IT Assets
- Non-IT Assets
- Share Assets
- Asset Components
- Groups
Software
- Scanned Software
- Software Summary
- License Agreement
  - Edit and Delete License Agreement
  - Print the License Agreement
- Software License
- Service Packs
  - Edit / Delete Service Packs
Barcode
- Adding Assets through Vendor Barcode
- Adding Assets through Custom Barcode
- Barcode Generation for Existing Assets
- Avoiding Reconciliation of Assets
- History
- Printing Barcodes
- Configuring Label Property, Printer and Browser
Asset Booking
Asset Loan
- Asset Loan Registry
- Loaned Assets
- Loanable Assets
- Loan Expired Assets
Purchase
- Create New Purchase Order
- PO Approval Process
- Order PO from Vendor
- Receive PO Items
- Reconcile PO Items
- Add Invoice details and Notification
- Add Payment details and Notification
- E-mail PO Owner
- E-mail the Vendor
- Edit Purchase Order
- Associate Requests with PO
- Print the Purchase Order
- Canceling a Purchase Order
- Delete Purchase Order
- Close Purchase Order
- View PO based on Filters
- Purchase Request
Contracts
- Create New Contract
- View Contract Details
- Edit and Delete Contract
- View Contract Owner Details
- Renew a Contract
- Print the Contract
- E-mail the Contract Owner
- E-mail the Vendor
- Search for a Contract
- View Contracts based on Filters
Configuration Management Database (CMDB)
- CMDB - Admin Configurations
  - CMDB-Configuration Item Types
  - CMDB-Relationship Types
- Populate CIs into CMDB
- Import CIs from CSV file
- Import CI Relationships from XLS file
- CMDB List View
- Defining CI Relationships
- Relationship Map
Admin Configurations
- MSP Details
- Business Rules
- Helpdesk Customizer
- Users
- Problem / Change Management
- Project Management
- Release Management
- Asset Management
- Software
- Purchase / Contract Management
- User Survey
- Integrations
- General Settings
Zia
- Zia Bot
- Zia Bot Workflow Customisation
REST API
Mobile Apps
- ServiceDesk Plus MSP Android App
- ServiceDesk Plus MSP iPhone App
Custom Module
- Web Tabs
- Custom Configurations
Reports
- Pre-defined ServiceDesk Plus Reports
- Custom Report
- New Query Report
- Read-Only User
- Flash Report
- New Scheduled Report
- Custom Settings
- Export Report
Deluge
- Introduction
- Basic Concepts
- Using Deluge
- Request Custom Functions
- Change Custom Functions
- Problem Custom Functions
- Global Functions
- Deluge Use Cases
Appendix
- System Log Viewer
- Performance Monitoring Tool
- Database Migration Tool
- Backup Process
- Restore Process
- Database Migration
- Change default Postgres Database Password
- Change Web Server Port
- Activating Self-Monitoring Service
- Feedback
- Lucene Search
- Performance Guide
- Troubleshooting
- Inline Translation
- General Features FAQs
- Changes and Differences in Task-related API Operations
- V3 Attachment API Changes
- Outlook Add In
- PostgreSQL Performance Tuning
- Maintenance
Roadmap
Support Policy

Associating Closure Code

In the Closure Code popup (that opens up when status closed or canceled is selected) specify the following to formally close the change by associating it with a closure code:

Select Closure Code from Closure Code dropdown.
Options available by default. (under Closure Code dropdown)
Specify comments for selecting the closure code.
Scan Assets Involved to ensure Changes done to reflect in Asset DB has been successfully implemented. (by checking Trigger Asset Scanning Process)
Save it.

Note:

Approval Summary (available under View menu above change stages) will also be available in the closing stage, displaying a complete decision summary of whole workflow based on who approved which stage and at what time.
Closure Code can be edited (if required) by clicking on edit link that appears beside an already added Closure Code.