Does a new instance require a different database or the same database as the "main instance"?
Can I generate Technician-related custom reports post the ESM upgrade?
Are integration services the same as before? How does integration work post the ESM upgrade?
What is the difference between an Org Admin and an SD Admin?
What is the difference between an instance owner and an instance admin?
We have the existing APIs created with ME, will it be affected when we migrate to ESM build?
Can we generate a single report for all open tickets across instances?
Can the configuration as well as tickets from a current service desk be copied and imported?
Can translations be done specifically to individual instances?
What happens to the existing tickets and their assigned technicians after upgrading to ESM?
How many retired and active instances can I have in ServiceDesk Plus?
How a reply to a request with a number in the subject will land in the correct instance?
What happens if there are multiple free instances, and you want to move to ESM?
An Org Admin can only assign users as owners for new instances. Only an instance owner can remove another instance owner. So unless an Org Admin is the owner of the particular instance as well they cannot remove owners from an instance.
If an instance owner is removed, then the user account will be immediately moved as a requester, provided if the user import in that instance is set to (ALL) or the user import criteria of the instance matches with the users' profile. Else, the instance will not be available for that user anymore.
Yes, an Org Admin can make anyone from the user list as the owner of an instance.
The owner of a service desk instance will have the privileges of an SDAdmin along with the instance configurations permissions for that particular instance. All the previous roles assigned to that user will be removed.
Yes, Instance Admin/Owner has permissions to move an instance to Retired Status. By doing so, the whole instance will go into Read-Only mode, allowing only the Instance Admin/Owner to access the instance. Once an instance is moved to Retired status, it CANNOT be moved to Pre-Production or Production status.
No. ServiceDesk Instance can be moved to Expired status only by the application as it's an automated process. This happens only during expiry of the license.But once the license is applied to the instance, it rolls back to the previous status (Production) of the instance.
As of now, it is not possible to view them on a single view. You may need to switch to the instance to view the corresponding requests.
ServiceDesk Plus upgrades are common for the entire application and not specific to an instance.
ServiceDesk Plus does not support instance-specific upgrade. The upgrade is global for the entire application. The upgrades can be performed by the administrator of the application who has access to the physical servers.
Request ID's for each instance varies by the factor of 100,000,000. This means, IT helpdesk will start with request id 1, the next instance created will start from 100000001, then 200000001 and so on. Now when a request is moved from IT to HR, the request id 15 will be set to 100000015.
Each service desk instance can have its own mailbox that fetches emails from different accounts separately. Service Desk will process email from the first instance, once all the emails are fetched, it will proceed to the next instance.
Activities at each instance are specific for the individual instance, technicians and users from different instances cannot be part of activities within a specific instance.
Sites are organization-specific entities which are managed under ESM Directory. These sites are added into an instance when the users for that instance are being imported.
As of now data can be exported through the user interface from the cloud version of ServiceDesk Plus and imported into the on-premises version of SDP.
ServiceDesk Plus does not support instance-specific back and restore. This option is applicable to the entire application.
No, a different database is not required as a single installation of the service desk can be connected only to one database. This way for each instance the database is going to be the same.
The admin from the IT service desk instance can be assigned to administer the Human Resources instance but the admin will have full access to the Human Resources instance. So the ideal way to handle this situation is by having the admin from the IT instance set up all best practices and workflows for the Human Resources instance. Once it's time to go live, the owner of the instance can be replaced with someone from the Human Resource instance.
After upgrading to version 11.0, your existing IT service desk becomes the default service desk instance. So it is recommended to upgrade the IT service desk deployment to version 11.0 and then create new instances for each business function and migrate data from modules from other instances.
ESM no longer supports Requester and Technician configuration in CMDB. It is replaced with users. Hence custom reports on Technicians are no longer possible. Please reach out to support@servicedeskplus.com and we shall assist with query reports.
All ME integration's, Analytics Plus, and Zoho Reports will work seamlessly but will be available only to the default IT Help Desk.
We now support the instance-specific URL. For more information, refer here and here.
We can convert an instance-specific URL by just appending the PORTALID as the parameter.
In the request details page, go to Actions > Move Request to transfer a request to another service desk instance. This feature is available in build 11110 or later. Learn more.
The owner of an instance is the SDAdmin for that instance. This means a technician license has to be purchased for each owner. A single user can be the owner for all instances, however, they will still need a license to publish the instance to the users.
OrgAdmin users have access to ESM Directory, they can only manage common configurations under the ESM Directory and create new service desk Instances. OrgAdmins can also be owners of service desk instances. SDAdmins are users who manage only the instance they are part of. They can also be an OrgAdmin if they have the role mapped to their profile under ESM Directory >> Users.
All owners of a service desk instance will become the SDAdmin for the instance having full access. Whereas all SDAdmins created within an instance will not become the Owners of that instance. The SDAdmins can perform all admin operations, except managing the instance settings and its configuration.
Except for the user-related APIs, there won't be any other impact on the existing APIs.
The current framework does not support accessing data from all the instances, hence reports across instances are not possible.
As of now tickets, solutions, contracts, assets, users and other data that support CSV or XLS import can be migrated. Admin configurations such as Category can be exported and imported. Apart from the above-mentioned entities, other modules or admin configurations cannot be imported as the system does not support a direct import from the UI.
Yes, instance-specific translations can be configured as explained here. This feature is available in build 11138 or later.
Yes, the Self-Service Portal is available for every instance. The instance owners or admins can modify the self-service portal.
After upgrading to version 11.0(ESM), all the data from your existing service desk will be classified as an IT service desk instance. All configurations, workflows, and product licenses will be mapped to the IT instance.
The mentioned system requirements are tested with ESM capabilities and it holds good. If you encounter any issues in the future, it could be due to varying other factors too, so email support@servicedeskplus.com and we will analyze the same and assist you accordingly.
You can have up to 50 service desk instances at any given point, irrespective of the instance status.
Note: IT Help Desk is the default help desk and it always stays active. It cannot be set to expired, retired, or deleted.
There are database changes involved with regards to ESM. During report generation, the system will autocorrect and execute the reports.
If they fail, please share the report to support@servicedeskplus.com for assistance.
Email fetching can be configured individually for each instance. So users can send emails to their dedicated departments and the mails will be fetched accordingly. Also replies to automated emails from an instance will be appended as conversations to the original requests.
As of now templates and admin configurations cannot be copied across different instances.
SSL configuration is a common configuration available under ESM Directory. Once configured, it is applicable to the entire instance.
Note: If you have only IT Help Desk created, then the SSL configuration will be available under the Admin Tab of the IT Help Desk.
Each instance can have its own mailbox configured to fetch emails directly into the respective instance. All email replies and automated notification from each instance can automatically be routed into the respective instance based on their email address and the headers.
Each service desk instance has its own sequence of numbers allocated. The difference between the request ids of each instance is 100 million.
Users who have OrgAdmins privilege are denoted with the crown icon.
Our mobile app is customized to accommodate users and technicians. The app supports switching between instances as available on the web application.
With ESM, we support one free Standard Edition with 5 technicians, all other instances have to be purchased with an individual license.
Single sign-on is configured under the ESM Directory. This feature is a global feature for the entire application, once configured, users can log in to service desk and access their available instance