Video Library

A curated collection of videos that offer in-depth insights into the principles and functions of the Service Desk, helping viewers understand its role in IT support, incident management, and customer service operations.

Configuring License

Enables you to access all the product features.

Connecting to ZENworks

Enables you to import the LDAP configuration and ZENworks functionality in Service Desk.

Configuring Email

Enables users to create and update requests through email and receive notifications.

Configure Users - Importing Users from LDAP

Configure the LDAP details and sync parameters to include users and groups in the system.

After importing users from LDAP, ensure that you logout and login with the user credentials that has both supervisor and administrator roles to access the getting started page.

Configure Users - Configuring Roles and Processes

Configure user roles and the related processes to which the users have rights.

Configure SLAs and Teams - Creating SLAs and Workflows

Define SLAs and workflows that are required in your environment.

Configure SLAs and Teams - Creating Teams and assign Users

Define the teams and the users within these teams who will service requests.

Configure ZENworks Integration - Configuring ZENworks Store

If using ZENworks, enable the ZENworks Store for automated self-service access to ZENworks bundles.

Configure ZENworks Integration - Importing ZENworks Items

If using ZENworks, import hardware, mobile devices, bundles and software as CMDB Items.

Additional Tasks

Following are some of the additional tasks that should be performed before using ZENworks Service Desk.

Configuring Privileges

Enables you to configure how the system functions. You can modify privileges for users, customers, requests, and system.

Customizing Product

Enables you to customize the look and feel of the product as per your requirements.

Configure Multi-Factor Authentication

Enables you to configure multi-factor authentication to provide a more secure way to access the Service Desk portals.

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The only warranties for products and services of Micro Focus and its affiliates and licensors (“Open Text”) are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Micro Focus shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice.