use variables in email reply templates
Any plans to enable the use of variables in the Request Reply Templates? It would look much better if we could populate the requester name and other specific information from the request.
Site field & department Field
Is there a way to remove the site field and department field from the incident template? We are using servicedesk plus 8.2.0 Build 8205. Thanks
Additional Date filters for Reports
It would be really nice to have additional features when selecting a date filter within the reports. Right now the dynamic filters are along hard date ranges (year, quarter, month). There are often times where I want to search Last 12 months, Last 30 days, Last 90 days, which crosses the standard date ranges.
Can we do worklog based billing in Service Desk Plus (non-MSP)?
We use SD Plus internally for Help Desk, Asset Mgmt, etc. End user phone support is non-billable but if we have to send an on-site tech, we will bill the site. We want to be able to bill/invoice off of the work log records for the ticket. Is there an easy way to do this w/o having to buy SupportCenter?
Adding attachments to Task(s)
Is there a way to add attachment(s) to Task(s)? If not, will there be soon?
Rename default Change status
Hello, I have been surfing a while and I have not seen this topic issued. We have just made a fresh install of SDP and we want to cutomize the status for change module. There are 3 status that can't be deleted nor renamed: Completed, Rejected, Requested. I find unnecesary to explain the advantages and the need of such customization. (Refer to https://forums.manageengine.com/topic/status-options for the same case with Request). Can those status be customized? Best Regards Jorge Salazar
Request list view - how to determine which Requests are linked to a Problem record?
Hi, We are looking to implement the Problem management features of SDP, and I was just wondering whether there is a way to tell when looking at a list of all open Requests on the Request view screen, which requests are linked to a problem? For example, is there a column for a flag to indicate it's associated with a Problem? Or if there is not a built-in method, does anyone use another field, such as a special priority code or a custom field? We're using SDP 7611. Thanks, Rich
Active Directory Import / Login with SDP Running on Linux
I have setup a new SDP deployment running on Ubuntu. I setup/add the Windows Active Directory information however when I attempt to import Requestors it gives me an error that if can not import Active Directory running on a non-Windows. Is that correct, or is perhaps something not setup right? I wanted to avoid having to use Windows for the system, since I feel that running it under Ubuntu requires less resources and preforms better.
Work Log visible by default on Resolution Tab of a Request
If Request closure rules states Work Log is Mandatory to close the Request, then I think it should be visible by default on the Resolution tab. Or have an option to have it visible by default on the Resolution tab.
Api rest is posible make retrive all request?
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Requester name does not exist
When I try to change some tickets, I get this error. the customer exists in the database and if I give ok, doubles
Insert Table into request template
I have a weird issue. I am trying to copy and paste a table from MS Word into a request Template. It pastes in just fine, and looks fine. However once I go and use the template it shows like 60 blank likes between the text above it and the table itself. I have tried to save the document as an HTML file and copy and paste it in, also using an RTF file. I have tried it in version 7512 as well as 7605. Does anyone have a way that I can copy and paste a table in or even just recreate the table in the
Create Technician from Active Directory Imported Users
Rather than manually maintaing a list of technicians I would prefer to grant my technician role to users that are already in Active Directory. How am I able to see those users that have been brought over through an AD sync? Thanks. T
Missing assets in ServiceDesk
We are running ServiceDesk 8.2.11, which we use to keep track of all IT assets. This week, we did a review of the information within ServiceDesk, and are missing a lot of equipment that was marked as IN STORE. This was equipment that was sitting in our storage room for months. Our configuration is using Desktop Central with the agents deployed to the workstations to collect inventory data. We have that shared with ServiceDesk via the API. There are no ServiceDesk agents installed on the workstations,
Adding Approver for Solutions
Hello We are using servicedesk plus 8.2.0 version.I have created a role named Solution Approver in users -roles in admin page and given full permissions for solutions and also selected Technician allowed to Approve Solution. Assigned the technician for that solution approver role. But when i try to send the solution for approval in submit for recommendation page in TO Field iam not seeing the person added by me in the Users For Approval field and also not allowing me to type in that field. So please
Unable to get SD+ running on an win7 box.
I am trying to install SD + but I am unable to launch the product in a Windows 7 environment. I am currently using SQL Express 2012, I can make a test connection to the database using a ODBC source and the connection is successful. When I go to launch SD+ I get nothing. Does IIS need to be installed? Can someone please help me here?
ServiceDesk Plus Won't Start
I just installed ServiceDesk Plus 8 on a Windows 7 Box using MS SQL2012 Express. After installing I can not get SD to launch. Do you need IIS installed to run SD plus?
Template change
There needs to be a way to change the template type when users enter the wrong category. Not being able to change this add to confusion and upset users when they need to reopen tickets
Purchase Order Form
Hi all, There are two locations where the tax rate can be added; per item or on the 'Sales Tax' line under 'Total (Net)'. If both are filled in, Servicedesk will calculate the tax rate twice and will add the double calculation to the total price. I think is a good idea to let the user choose how the order form should look like and which field to use, but this cannot be edited now. Can you find and implement a solution for this? Thanks. Regards, jmschuur
Need to change AD authentication Server information
Hi, Recently we have changed our internal infrastrucutre. In the process we have changed domain server name. Now, we can't login to change the information in ServiceDesk. Is there any backdoor to change the information? Please let me know. It is very urgent. Thanks.
ServiceDesk Plus 8211 Released
Dear Users, Hotfix 8211 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8211 SDF-50707 : New field 'Reporting To' is included for Requesters and Technicians, using which the 'Manager' of these users can be marked manually. ReportingTo/Manager field can also be imported using CSV import of users. SDF-26639 : Reminder email will include link to the corresponding entity (Request, Problem, Change)
Service Desk Plus 8017 Build Upgrade
Please Help, I contacted Manage Engine support desk and they are not giving any clear answer, We want to update our ServiceDesk Plus 8017 build but in the migration sequence page http://www.manageengine.com/products/service-desk/migration-sequence.html the problem is the build that we are using is not listed. the closes build is 8000 should I us it. Thank in advance for the help.
Asset Report for Failed Assets
I would like to have a report that shows all workstation(s) failed during last scan. Report will show all Assets that contain Error Message details of list of failed assets. Thanks.
Disappearing Workstations in Assets
We use ServiceDesk in conjunction with Desktop Central as our primary asset management repository. All workstations are scanned automatically and show up in ServiceDesk. When I go to do a disposal, I find that there are multiple workstations missing from the database. I have a theory on why this is happening. Asset A = JoeUser.domain.com This system is in ServiceDesk. Let's say that his system gets replaced with a new system. The new system has the same name as the old system. When ServiceDesk
How to change the default template/form for "New Changes"
How do I customize the default template/form to add my custom fields and options for a New Change.
RoboTechnician
Hello, I have a problem with Robo. See attached. When i'm login as a technician (admin privilage) and select new notification and i have no User to select. Please tell me what is wrong. Best Regards Lukas
service cost
hello i need to set a cost for each service and not only for the service category, how can i do it?
Is it possible to provide a URL to a report
Wondering if anyone knows how I can provide a link that takes a technician right to a generated report.
Email Subject Encoding
I use PowerShell scripts to run nightly integration jobs and send email from PowerShell to the ticketing system when errors occur. These emails look fine when sent to Outlook but Service Desk Plus shows the subject as =?ASCII?Q?HR Integration Message?= When it should be just "HR Integration Message". I've tried using different encoding from PowerShell including ASCII, UTF7, UTF8 and UTF32 and all cause the same problem. Strangely though, when I use Unicode, the subject is rendered as: 䠀刀 䤀渀琀攀最爀愀琀椀漀渀
Time spent report grouped by support group
Good morning, We are trying to run a time spent grouped by support group. Specifically, we are looking for a report that shows the time spent on "On-Call" tickets (designated by the on-call checkbox in the ticket) but broken down by the tech support group vs the technician. Is there a way to do this? So far I've only found how to group it based on the tech, not the tech group. I'd love to be able to create this with the built in report creator, but I'm guessing it will have to be a scripted report....
SQL Server 2012 support With SeviceDesk Plus
I was wondering if SQL Server 2012 is supported by ServiceDesk Plus? Specifically version 8.2.0 build 8214.
Edit solution by whom created it.
Hi support, I just wondering that only who created Solution can edit solution. For now, Technician A can edit solution that created by Technician B(look at the attachment "Roles Technician" for the detail"). And I think is not suppose to be like that. Please advice. Ali
What triggers scheduled reports and backups?
This may be a dumb question, but what is used to trigger the scheduled reports and backups? I didn't see any jobs in the Windows Task Scheduler or any SQL Jobs getting added. Is there something within the application or stored proc in the database that kicks of these time-based events? Thanks!
Removing Attachments from Archived Requests
Is there a way to removed attachments from all archived requests? Once the requests are archived, I no longer need the attachments, just the detail in the request.
NOOB purchase order attachements - how do I view them?
Running SD Plus build 8214. I have created a PO, approved it, received the item, and created an invoice. I then added an attachment. Where do I find the attachment? I am not seeing it on any of the PO tabs.
IPhone App - Service Desk Plus
Your Version: 8.2.0 Build 8213 Error Message: The network connection was lost. I am attempting to use the mobile app for the first time. The app starts, and I enter our web url for servicedeskplus (fqdn), the port (443), and select HTTPS. We have an edge proxy in front of SDP. Connections from the internet (i.e. smartphones) connect to this, which handles SSL on 443, and then proxies unencrypted on 80 to the SDP server. If I connect my smartphone to the datacenter through a VPN, and bypass the load
ServiceDesk Plus 8216 Released
Dear Users, SDP 8216 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8216 SD-55108 : If the CI type 'Switch Port' or the relationship type 'Includes-Member Of' got edited to any other language, then not able to scan switch. SD-54910 : Cannot upgrade from the build 8212 if local credential configured with the public key authentication.Please refer to the below link for the steps to install the patch.
Incident Management Three Phase Report(s)
Hi sdpTeam I broke down the Incident Management process into three phases. I’d like to have some information in reports for these three phases. Can you build one or more query to get this information in reports? I – Registration Phase · The total number of requests and the average time, per week over the last three months, it took from the moment a request was created to the first time it was assigned to a technician. II – Recovery Phase · The total number of requests and the average
ServiceDesk update fails
I was in the middle of upgrading to 820SP015 when the command window closed and the upgrademanager closed as well. Now I'm not able to run the upgrade Again and the Service Desk site is unavailable. I've tried rooling back with the Backup but it did not help.
Problems enabling pass-through authentication
We're using SDP Enterprise 8214 on Windows Server 2008 R2. We're currently using Active Directory Authentication. We decided to give the Pass-through Authentication a try. We've tried to enable it but have been unsuccessful. This is the error we are getting: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. The error message doesn't link to a specific
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