email alias, multiple groups, email reply problems
Hello, i've recently configured our servicedesk plus with a second alias ( new mailbox with forward to servicedesk mailbox ) and created a business rule a new group with an assigned technician and everything looks like to be working accept that when the technician tries to reply to a assigned ticket ( requested trough mail ) in servicedesk the "To" field is empty and the "Cc" field is the newly created alias of technician group. Now logicly i want the "To" field to be the requester email adres
Active Directory Import Slow
Hi, I'm having a really big problem with active directory import for ServiceDesk. It's just prohibitively slow at this point up to nonexistent. It can take a whole night for the enumerationof org. units only to go through, not to mention the import itself. And it consumes resources at an alarming rate. Whenever it's started it loads the server and java memory consumption accelerates to create very noticeable lags for all users. And this is on the 4Gb server where SD is configured for the whole ram.
Scan Problem
dera Sir i request you to regarding some of problem in help desk that when i was scan all workstation there sowing all detailes same pc if i scan there no any detailes please advice to me solve this problem
V7.6
Is there any update on Version 7.6? I see on the roadmap that it is due out on April 30th, Is this still the case or is it going to get postponed like the last several versions?
Changes to Solutions/Knowledgebase
Can anyone, anyone at all, please tell me why the format of the Solutions/KnowledgeBase has changed? This changes is counterproductive and practically unusable at all. The previous setup or look and feel was very straight forward, very usable and lent itself to being a tool that my users used on a regular basis to fix basic and reoccurring problems. Now, however, my users are so confused and lost they refuse to use the solutions/knowledgebase and my tickets/calls per day have increased by over 300%.
how can change port mysql
how can change port mysql? what port can using?
reminders
Hi. re: Servicedesk Could someone advise if it is possible to setup a reminder that will auto create a ticket once the date of the reminder arrives. Or is there another feature which can do this? Basicly, I want to create a ticket in 11 months time, but don't want a ticket open for that long, so instead setup a reminder for the date in 11 months. This reminder will then auto create a ticket. Hopefully this makes sense. Thanks Sam
More than one tech to a change or even a group?
When we push an application to production on a Monday, I typically create the change records in Service Desk on the Friday before. I usually assign myself as the technician, but then the other members of the web team aren�t aware of the change request unless I tell them. Is it possible to have more than one technician on a change so that multiple persons are included in the workflow of the change? Or could a technician be a group of people?
Mail fetching to specific group or technician
Hi, I was wondering whether or not it is possible to have tasks fetched by e-mail, automatically assigned to a group or a technician, so that the e-mails aren't just created as a request with no responsible tech or group. Thanks in advance, Rasmus
Report help needed
Hi, I don't know that much about SQL so I'm looking for someone who can help with creating a report which holds the following info : Workstation name - User - Software - Software type I need to get a full overview in excel which shows all installed software by type, by user. I need this list in excel, without the usual format the SDP reports are in. I'll do the rest of the filtering in Excel so I only just need an export. Is there anyway I can do this, or can someone help me with the query? Thx,
How Large is Your Environment
I am curious how many users people are supporting with servicedesk, average tickets per day, number of technicians accessing through the day, amount of workstations/servers being managed in the asset management portion, etc. And how it is standing up in your company/organization.
email alias / groups / mail reply
Hello, i've recently configured our servicedesk plus with a second alias ( new mailbox with forward to servicedesk mailbox ) and created a business rule a new group with an assigned technician and everything looks like to be working accept that when the technician tries to reply to a assigned ticket ( requested trough mail ) in servicedesk the "To" field is empty and the "Cc" field is the newly created alias of technician group. Now logicly i want the "To" field to be the requester email adres
dealer or Agent
Good Morning We are Interesting Desktop Management Software DMS , Do you have dealer or Agent in United Arab Emirates ? Please reply me on this email kaghavidel@dm.gov.ae Thanks
Desktop Management
Good Morning Do you have dealer or Agent in United Arab Emirates ?
Import Issues
Good Afternoon, I've setup a CSV file containing new information which should be updated for particular workstations. i.e. Barcode, cost, expiry dates. This all works fine when importing information such as Aqusistion Date, Expiry Date - However, we are having problems with the cost field. It either doesn't add the cost or it randomly gives it a cost. Are there any known issues with importing costs? SDP Version : 7.5.0 Build 7505 Any help is much appreciated Sharlene
NO SLA times defined
I have SDP 7506 (upgrade from 7504). SLA configured for the Site "Офис центральный"(picture SDP_01.JPG). In request NO SLA defined, NO DueBy date defined(picture SDP_02.JPG).
Monitor information in 7.505
We are on ServiceDesk 7.505 with a MSSQL backend. The ability to pull the monitor serial numbers from each workstation is a really nice feature. I am having some difficulty in working with this information and would like to know if it is currently possible to do the following? 1. Whenever I view the monitor information in ServiceDesk, it has appended 2 foreign characters to the end of the serial number. An example is: CNG55503GX췍췍 Is there a way to fix this, and confirm that others see this issue?
Known Issues document in ServiceDesk Plus Site.
Hi, We have exposed our known issues document which will help to check for all existing issues.It is categorized modular wise and has information on when these issues will be fixed. www.manageengine.com/products/service-desk/known-issues.html Rgds Arvind Product Consultant ServiceDesk plus
Cannot customize requester part of the default request templ
Hi, I want to customize the requester part of the Default Request Template - more specifically I want to remove the Priority drop-down box, so that it is only available to technicians. But I am not able to When I go to "Admin -> Request Templates -> Default Request" I get to the Technician tab. Here I can move objects around, remove them, add other etc. But when I click the Requester tab, is says "In this view you can do only re-arrange the fields" - and that is exactly my problem. I can re-arrange
Failed migration to MSSQL
Version is 7.0.12. Installation was made on mysql. I've created backup, then executed changeDBServer.bat and changed engine to mssql. After that SD service was started and stopped. When I've tried to restore data from backup I have an error: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ============================================QUERY = INSERT INTO task_input (INST ANCE_ID,SCHEDULE_ID,WORKFLOW_TEMPLATE_ID,SCHEDULE_TIME,EXECUTION_START_TIME,EXEC
Out of Office
Hi, Is there a way of automating an email response when someone raises a request and there is no support in the office? Occasionally I am away from the office and would like to let users know that their request might not be looked at for a few days. If there is please could you show me and if there isn't might there be a suitable workaround?? Thanks in Advance Regards Neil
custom field filter
I am working on some asset management and I need to do a filter based on a custom Asset field which is "location" we have made the field a pick list In other words I want to see a list of only the workstations with the "location" "central office" or wherever we are using service desk plus version 7.0.0 build 7018
Service Desk Request screen slow for some groups
Hi, Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab. We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group. The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly. I
Service Desk Request screen slow for some groups
Hi, Since upgrading from 7022 to 7506 my technicians are complaining that response time is a lot slower when opening the request tab. We have several different groups defined for teams using our service desk. The two groups that have the most number of requests (total) are the ones that are very slow even though there are under twenty open requests in each group. The request page displays nothing for 10-20 seconds when you select one of these groups and then loads. Other groups load instantly. I
Known Issues in Version 7.5
Dear Users, Please find below the link which contains the known issues in 7.5 version modulewise. We are working to resolve these issues as soon as possible and will be updating the same in this document. http://www.manageengine.com/products/service-desk/known-issues.html Kindly look into the document before reporting an issue as the problem you are facing with the product may be listed below, we will also be adding this information in the product support tab shortly. Regards, Naren
mail this is not recorded in the history
hi, I have problems when I meet a request by mail this is not recorded in the history of talks. check the filters and no I get nothing out of the common
Alias problem
Hi, I have set up a SD+ server URL alias and created a DNS entry. Everything worked fine for approx. 3 days and then -all by sudden- when I want to acces the server using the "pretty-name alias", I get nothing but a blank screen. Any ideas what to check, please? Thanks.
Status does not change
OK, so what I have here...: - created one custom status, so now I have: unassigned, open, on hold & closed, resolved - unassigned is the best status for me from which ticket should start, so I have set it up as a default status of a new ticket I create (or someone else does) a new ticket, that is not assigned to anyone. As soon as this ticket is picked-up or assigned, my idea is, that the status changes to Open. But it does not. Also when the technician is assigned when the ticket is created, same
Error message in approve.jsp
The following JavaScript error message is generated when an approver navigates to the system to approve a request: Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; .NET CLR 2.0.50727; InfoPath.1; InfoPath.2; MS-RTC LM 8) Timestamp: Wed, 15 Apr 2009 21:56:26 UTC Message: 'descToId' is undefined Line: 1367 Char: 2 Code: 0 URI: http://servicedesk/approval/Approve.jsp?ITEMID=934&MODULE=Request&KEY=11239829128663&USERID=joe@user.com
Parts Inventory System
Looked around the forums and could not find something similar. Are there any plans to be able to use Service Desk as a tool to manage our parts inventory? It would be nice to have a place where we can show our working inventory of parts. In addition, it would be nice to be able to build rules against the inventory, say when a particular hard drive model gets down to 2 send an email out to reorder parts. If it integrated into the purchase system that would allow us to track repair costs for parts
worklog for requesters
hi all, we keep evaluating SD+ to use on our organization. everything looks really nice instead for another little problem. Is there any way to make possible for requesters to see the worklog of a particular request? I think great to keep track of whats been done on a request when u need to execute more than one task, and it eliminates the need to duplicate information on the solution field.. tx in advance. regards.
knowledgebase layout
Hi, Since we upgraded to 7.5 the layout of the knowledgebase has changed. Probably because it was meant to but I really dislike the layout of the new version. Is it possible to restore (revert) back to the older layout of the knowledgebase?
Scan Linux Workstation
Hi hi, is there anyway to scan workstations with Redhat Linux server OS from Service Desk Help desk software? I was trying to scan for the workstation with Linux OS however unable to scan. : Connection to RPC server in the workstation failed Appreciate anyone's assistance. Cheers Calvin
Status Red Flags
Can someone please explain to me what the 'red flags' indicate under the 'status' section? They seem to be on every incident reported on my system and I don't understand why the flags are there. Thanks!
Create Pre-Authorised Changes
It would be great to be able to create a pre-authorized change request from an incident. For example, a password reset is classed as a change request BUT a pre-authorized one. It would work like this: User wants password resset. Service Desk agent logs an incident / request of a type and closes it SDP creates a change request of Change Password and assigns it a type of Pre Authorized. SDP closes the change request based on the incident being closed. The incident is then associated to that change.
SD+ Access to Outside World
I already have SD+ setup and working for my IT group and it is great, so great in fact that my company wants to use it for a different group. We create software and we get support calls and emails etc but they are not tracked or managed. I think that SD+ can help them. My questions are, can SD+ be opened to the outside world (ie not on our LAN), and if it can we will need the techs to be pulled from AD but the clients outside the LAN will be logging requests and will obviously not be in AD. Is this
Fields within a Request change by themselves
We didn't change these fields - why did they change? Updated by Melissa Reeves on Mar 17, 2009 11:37 AM Request Updated by : Melissa Reeves Location changed from Montreal - DDC to -1 Division changed from DDC to -1 Downtime? changed from None to -1 Management Review changed from No to -1 SOX Review changed from No to -1 BPO Approved? changed from No to -1 IT Mgt Approved? changed from No to -1 User Acceptance? changed from No to -1 Migration Check Complete? changed from - to -1 Resolved by Melissa
requesters not being able to see their request histrory
Good Morning we have been having an issue with requesters not being able to see their full request histrory when logging into the Service desk. it would appear that those requests emailed to the servicedesk email account itself appear on the service desk for technicians to action, but if a requester wants to check the status of a request, they are unabble to see their complete history. this does n ot seem to be the case for requests logged via the service desk itself. do you have any idea how i can
New release
1. I want to see in a new release the extended work with STANDARD statuses: Expects consideration. Status is appropriated automatically registered, but yet not looked over service of support requests. Opened. Status is appropriated requests which the accountable is appointed for execution (specialist). Expects. Status of requests treatment of which is passed in external organizations or which clarifications of user are expected on. Gone round. Status is appropriated requests which reason of which
LDAP field 'company'
Hi there. I'd like to know, if it's possible to use the 'company' ldap field. In our group there are several companies which all use the same SDP as we have one IT-team for all. It would be great to sort and manage requests by the company name. Is that possible? Or maybe it's a kind of missunderstanding SDP so I would be glad to get hints on how to set it up correctly and automate as many worksteps as possible. Thanks and greetings. Ronni
Next Page