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Logging Help Desk Requests as Tickets

RMM Central enables you to contact their support team by logging help desk requests. This feature can be integrated with ServiceDesk Plus MSP. Integrating this feature with ServiceDesk Plus MSP enables you to log helpdesk-related requests in ServiceDesk Plus MSP as tickets using RMM Central.

You can also use predefined templates available in the Tickets tab to send requests. These templates comprise of predefined messages. You can modify the subject and content of these messages as required and send the tickets as requests using the tray icon of RMM Central. You can also add tickets if required.

Benefits

The benefits include the following:

  • Submit requests without logging in

  • Send requests using predefined templates and can even attach screenshots automatically.

  • Use customizable subject lines to configure the HelpDesk application and enable automatic assignment of tickets

  • Configure settings in RMM Central to log the following asset-related alerts as tickets in ServiceDesk Plus. These include alerts related to:

    • Recently added hardware

    • Commercial software applications that have recently been installed or uninstalled

    • Prohibited software applications that have recently been installed

    • Software compliance issues related to expired licenses or under licensed software applications

Prerequisites

Before you begin logging helpdesk-related requests as tickets or sending them using e-mail, you must ensure the following:

  • Ensure that the build numbers conform to the details given below:

    • RMM Central: Enterprise Edition, Build number 10.1.40 or later versions

    • ServiceDesk Plus MSP: Professional Edition, Build number 7601 or later versions

  • Run both RMM Central and ServiceDesk Plus MSP in your network

  • Manage all the computers in your network using RMM Central

  • Ensure that the Customer Names in RMM Central is same as the Account Name in ServiceDesk Plus MSP

  • Similarly, the Remote Office Name in RMM Central should be same as Site Name in ServiceDesk Plus MSP

Logging Help Desk Requests & Alerts as Tickets in ServiceDesk Plus MSP

To log help desk requests and alerts from RMM Central as tickets in ServiceDesk Plus, follow the steps given below:

  1. Click the Admin tab.

  2. In the Integrations section, click ServiceDesk Plus MSP Settings.

  3. In the ServiceDesk Plus MSP Settings section, click the Configure Now button.

  4. In the Service Desk Server Plus MSP Details section, specify the following details about the ServiceDesk Plus MSP Server:

      1. IP address/DNS name

      2. Port number

      3. Required communication protocol

  1. In the Features to be Integrated section,  select Log Help Desk Requests as Tickets checkbox.

  2. Generate authentication key and provide it here.

  3. Click Save.

    If you select HTTPS mode of communication, you must provide the SSL certificate of ServiceDesk Plus. To do this copy the file "sdp.keystore", to your computer, from the following location:

    <ServiceDesk Plus Installation Home>/Server/Default/conf directory

    Select the file that you have copied using the Choose File button.

     

    If you are using a third-party SSL certificate, you must also provide information regarding the alias name you provided when generating the keystore file and the password for the keystore.