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Masterclass 2024

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Masterclass 2024 Switch to User Guide >

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

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