Configuring Requesters

---

An IT help desk team comprises a help desk manager, help desk agents and technicians who handle the requests posted/raised by various employees in the organization. You can add, modify, or remove the requesters. You can add requesters and their details either manually, or import from a source like CSV file, Azure, etc. You need to provide the requesters with login permissions to access the self-service portal. 

 

 

Requesters List View

The Requesters list view tabulates the list of all available requesters, along with their details, such as Name, Login Name, Email, Department Name, Employer ID, Phone, Job Title, etc. The requesters represented using the icon  are called the VIP users, whose requests will be handled with high priority by the technicians.

Go to Setup > Users & Permissions > Users > Requesters. The requesters list view shows up.

 

You can perform the below actions from the requester list view page:

1. Add new requester
2. Edit requesters
3. Assign Department
4. Assign Project Role
5. Enable Self-Service login
6. Mark as VIP users
7. View Associated Entities
8. Associate assets
9. Change as Technician
10. Update Additional Fields
11. Assign Approval Permissions
12. Delete Requesters
13. Import Requesters from Organization

Add New Requester

There are a few possible ways to add requesters:

1. Using the new requester form

2. Import from Organization

3. Import from CSV 

4. Import from Google

5. Import from Azure

Steps to add new requester

1. From the Requesters list view, click New Requester. The New Requester form is displayed as shown below.

 

 

2. Fill in the Personal Details like First Name (Mandatory), Last Name (Optional), Display Name (Optional) and Employee ID. Write a short description of the requester if needed.

3. Fill in the Contact Information like Email, Phone, and Mobile.

4. Fill in the Department Details as required:

•  Department Name: Choose the department, to which the requester belongs, from the combo box.

The site will be associated with the requester through the department. Hence, the site and department are merged together, e.g., Administration, Denmark.

• Requester allowed to view: Provide access to the requester to view any one of the following; to view only his requests, to view all his department requests, or to view all the requests in the site to which the requester is associated. Choose an option from the combo box. 

• Job Title: Mention the designation of the requester. 
• Reporting Manager: Choose the manager to whom the requester has to report.

5. User Additional Details: You will see this section if you have already configured additional field(s) for requester under Setup >> Customization >> Additional Fields. Fill in the details as required. 

6. Enable self-service login: You can send login invitations to multiple requesters. This feature is available only for registered users. Enable the Enable self-service login option and provide a unique login name for the requester to access the application. This will send an invitation mail to the requester.

                  Make sure you have entered a valid Email under Contact Information before enabling login to requesters, else you will be prompted to enter the email id first.

7. Under the Login Details block, the Login Name field is automatically populated with the Email you entered under Contact Information.

When you enable login access for requesters in verified domains, the requesters will receive a one-time password via email, with which they must log in to the application, and reset the passwords. See the example screenshot below:

 

 

If this user already exists in your organization (user added by other services), the user can instantly log in, once the service is added. Whereas, for a new user, only the Organization admin can send an invitation to the user`s email id to create an account with Zoho. The new user should accept the invitation and create an account to log in to the service.

7. Advanced Permission & Privileges block: Under this block, you can configure the following permissions and privileges. 

• Project Role: Use the drop-down to assign the project role to the user. The available options are Project Admin, Project Manager, Team Leader, and Team Member.

• Create Changes: Select this option to allow the requester to create a change request.

• Request Approver: Select this option to automatically approve requests raised by the user.

• Purchase Order Approver: Enable this option to make the user a PO approver. Also, configure the approval limit using the appropriate options.

• VIP User: You can mark certain users with roles like director, CEO, Vice President, etc, as VIP Users. This allows the technicians to respond to those users with high priority. Enable this checkbox, if you wish to grant VIP status to this requester. The VIP Users are marked with the   icon in Requesters List View.  You can designate a requester as a VIP user, either with or without enabling login to requesters.

• 

Technicians cannot be marked as VIP users. The VIP requesters are differentiated from other requesters by  icon in Requests list view and Request details view. The VIP users are highlighted using the icon  in  Problem/Change/Asset list views and details pages. In Add New Business Rule form, you can apply conditions (yes/no) for incoming incident/service requests based on the VIP User criteria.  In Add Incident SLA and Add Trigger forms you can set the VIP User criteria with the condition yes/no. In Reports module, the VIP User column is available as Select and Filter columns in the following module reports; All reports in Request module, All
reports in Problem module, All reports in Change module, and Request drill down list view. The VIP User criteria is also available with Custom Filter and Form Rules.

9. Click Save. You can view the added requester under Requesters ListView.

An example screenshot on how VIP user criteria work while adding a new Business Rule:

Import Requesters from Organization

To get access to Service Desk Plus Cloud, one has to sign up for an account, so that the user is registered in Zoho accounts. One way of adding requesters is by importing from Zoho Accounts.

1. From the Requester list view, click Import Users > Import from Organization. A pop-up appears with the list of users in the organization, along with their email ids.

2. Select the users you wish to import. You can also search for a specific user if you know the email id. 

3. Click Import Now. The selected users will be added to the requester list.

You can import only those users who are already signed up with Zoho under the same 'Organization Accounts’.

Import Requesters from CSV (Comma Separated Value) File

You can also add requesters by importing from CSV files. Follow the below steps to import requesters from the CSV files:

Step 1: Locate the CSV file:

1. Go to Setup > User & Permissions > Requesters. The Requesters list view shows up.

2. Click Import Users > Import from CSV.

3. The Import Wizard shows up. All the fields are pre-populated.

4. Click the Choose File button and locate the CSV file in your system. Click Open.

5. Click Next.

Step 2: Customize Mapping

 

 

1. The CSV column names are populated in the select boxes beside each label. Map the ServiceDesk Plus Cloud requester fields with the field names from the CSV file.

2. Click Next.

Step 3: Importing Requester

1. Click Import Now button. The values from the CSV file will be imported to the requester details. Once the import is complete, the import result will be displayed under Import History as shown below:

 

Once you click the Import Now button the data import will be scheduled first and then you will be notified via an email once completed.

During import, the existing data will be overwritten and new data will be added.

You can also import the xls and xlsx files from the Import Wizard. Choose the File Format accordingly. You can also access the Import Wizard by navigating to
Setup > Data Administration > Import Data.

Import Users from Google Apps

If you have Google Apps for Business account, you will find the Import from Google Apps option under Import Users drop-down. To import users from Google Apps, you have to follow these steps:

1. Install the ServiceDesk Plus Cloud app from the Google apps marketplace.
2. Enable API access in your Google apps admin console.
3. Re-login to ServiceDesk Plus Cloud using Google Apps authentication.
4. Now, you can see the Import from Google Apps option under Import Users drop-down in the Requesters list view page.

If you have verified your domain under Admin > Organization Details > Domain Details, then you can import your organization users from Google Apps without any invitation email. If your domain is not verified, then your users will receive an invitation email when you import from Google Apps.

Import Requesters from Azure

Role Required: SDAdmin and OrgAdmin

To import requesters from Azure,

1. Go to Setup > User & Permissions > Requesters.

2. Under requesters list view, click Import Users > Import from Azure.

3. On the authorization popup, click Allow. You will be directed to the Microsoft authorization page.

 

4. Sign in to your Microsoft account. On successful completion of the authorization process, the Import from Azure page will open.

5. Choose the requesters you want to import and click Import Now.

 

 

You can also disconnect the Azure AD account from ServiceDesk Plus Cloud directly from the Import from Azure dialog. To do this, click the Logged in as drop-down and select Disconnect account.

 

 

 Edit Requesters

1. Go to Setup > User & Permissions > Requesters. The Requesters list view shows up.
2. Click the edit icon beside the requester you wish to edit. The Edit Requester wizard shows up. 
3. Make the required changes in the form.
4. One additional option you will see in the Edit Requester wizard is Assign Organization Roles. You can assign multiple organization roles to the requesters who have login access to the application. Requesters assigned with organization roles will play a role in the approval process of the service requests. Click Assign Role at the end of the page. Select Role Level, Role Name and corresponding Values. Click the  icon to associate more organization roles to the requester.
   Example: If you select the role level to be 'Site' then the role name can be 'Site Incharge' and the values can be 'Denmark', 'Germany' etc.  
5. Click Save. The requester details are updated based on the changes you made.

 

Assign Department

You can assign requesters to a department in bulk. Follow the below steps:

1. From the requester list view, enable the checkboxes beside the requester(s) for whom you wish to assign department.
2. Click Actions > Assign Department. A window pops up.
3. Choose a Department Name, e.g. 'Engineering'. Click Associate. 
4. Click Confirm in the window that pops up with an alert message saying 'Moving requester(s) under a department will move the assets owned by them under the same. Are you sure to move the requester(s)?'. The requester(s) will be assigned to the department and a success message will be displayed.

In case, the domain of the organization is registered and verified in Zoho Business, the administrator can directly add the login credentials for the requester (setting the email ID, in lowercase, as the password). If the domain is not verified by Zoho business, then an individual invitation will be sent to the requesters.

Assign Project Role

1. From the requester list view, enable the checkboxes beside the requester(s) for whom you wish to assign project roles.
2. Click Actions > Assign Project Role.  
3. In the window that pops up select a project role, e.g. 'Project Admin'. 
4. Click Associate. A success message will be displayed.

Enable Self-Service Login

1. From the requesters list view, enable the check boxes beside the requester(s) for whom you wish to enable login.
2. Click Actions > Enable Self-Service Login. A success message will be displayed saying 'Login to requester[s] enabled'.

Mark as VIP user

1. From the requesters list view, enable the check boxes beside the requester(s) whom you wish to mark as VIP users.
2. Click Actions > Mark as VIP user. A success message will be displayed saying 'Selected user(s) marked as VIP user'.

View Associated Entities 

You can view requests, assets, software licenses, and consumables that are associated with a requester from the requester list view. To view the associated entities, click the Actionsbeside the requester, and choose View Associations.

 

You can view the associated requests, consumables, assets and software licenses under the respective tabs.

Associate Assets

1. From the requesters list view, click the icon  beside a requester, e.g. Catrina.
2. A window pops up filled with all assigned asset(s). You can associate more assets by clicking the horizontal ellipsis.

The asset(s) will be seen under the requesters, only if already assigned. Please configure assets if none are available under Assets.

 

 

 

 

Change as Technician

You can change a requester to technician directly with just click of a button. To change a requester to technician:

1. From the requesters list view, click the icon  beside a requester, e.g. Gabriel. The Change as Technician form is displayed.
2. Complete the form with the required information. Refer here for more details on configuring technician.
3. Click Save once you are done with the configuration. Now, the selected requester will be assigned to the Technician role.

If a VIP requester is changed as a technician, then the VIP user privilege will be automatically removed.

Update Additional Fields

Select one or more users and click Actions > Update Additional Field.

On the displayed window, add the value for the fields that you select and click Save.

The updated value will be saved and available in the requester/technician form.

Assign Approval Permissions

Select one user or more and click Actions > Assign Approval Permissions.

On the displayed window, select the approvals. If you select the purchase order approval, select the approval limit as well, and click Save.

If the users have been provided individual approvals, this action will take precedence and override any approval permissions assigned earlier.

 

Delete Requester(s)

1. From the requester's list view, enable the checkboxes beside the requester(s) you wish to delete.
2. Click Actions > Delete. A window pops up with a confirmation message. Hit Yes to delete the selected requester(s).

Deleting a requester removes all notifications, escalations and workflow settings associated with the requester.

When a requester is deleted, the requester details are deleted ONLY from the ServiceDesk Plus Cloud service. The Zoho account created for the requester would still be active and the requester can continue to access other services of Zoho.

 

Bulk Actions

On the requester list view page, you can perform various bulk actions on the requesters.

Update Additional Fields

Assign Approval Permissions

Configure View Permissions

Mark as VIP User

Assign Project Role

Assign Department

Enable Self-Service Login

Enable Change Creation

Disable Change Creation

Delete