Internet Explorer 10 support
Hi there, Could you please confirm as of when ServiceDesk Plus will fully support Internet Explorer 10? Best regards, Demetrius
service desk
sir i want one help . I already create one technican. Suppose if login to technical id, it show all pending calls instead of login id calls. How to control the only view login technican id calls in service desk plus pls help us. thanks in advance. regards shakthi
Schedule tasks to appear in technician tasks
Dear Forum, I would like to know if it is possible to schedule technician task like we do with preventive maintenance task. However I need these tasks to appear in the tasks section for the technician daily or weekly. For example i would for a technician to receive a daily task to check backup. Let me know if this is possible.
New query report
Hello , I would like to make a weekly report using the query to get the following fields of the request and should be sorted exactly as below . Technician Request ID Assigned time of the request Resolved time Request Title Request Description Resolution I have created a custom report for this but I couldn't get the assigned time parameter , I found only the created date . Thanks in advance
Enforcement of Required fields
We have required fields that need to be populated for every ticket (Category, Level, Priority). When a Help Desk associate creates a new ticket, this is not a problem and enforced the rule. However, when a ticket is auto-created from an email, the Help Desk person has the ability to just assign the ticket to a technician, without populating the required fields. Please consider adding the following features into your roadmap: 1. A ticket cannot be assigned if the required fields are not populated.
can't update SDP
can't update SDP from 8206 to 8210 error log: 22.08.2013 17:55:34 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : 22.08.2013 17:55:35 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode 22.08.2013 17:56:13 [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\Users\vidoq\Downloads\ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_10_0.ppm 22.08.2013 17:56:13 [com.adventnet.tools.update.installer.ApplyPatch] [INFO]
Techinician notification doesn't work on new request
Hi, When new request is created it should notify technician which are added to notification rules. It doesn't work. We have this on "Alert the following technician(s) by e-mail when a new request is created." All other emails work. If technician is assigned to the request then it works but if request is "open" and not assigned to anyone then it is not working. How do we get this work? I think this should work because there is option in notification rules, right? T.Matti
Prevent maint tasks templates
I want to create a template to use for preventive maintenance tasks. I only want it to be used for prevent maint tasks. I created an incident template called preventative maintenance tasks. Even though I have not given anyone access to it, technicians can see it. How can I create a template I can use only for scheduled prev maint tasks, and not be used by any users?
Asset Lease Date Expiry Notification
Is there any way of setting up an email notification for when the lease date on assets run out? If not could this be looked at as a possibility for a later version.
Email Fetching stops after upgrading to build 8210
Since the last upgrade to build 8210, email fetching keeps stopping. Restarting fetching only to stop again in a few minutes
A report to show which workstations have Static IP's
Hello, I am wanting a report that I can run, that will show me a list of workstations with DHCP (No). I noticed when I click on an individual workstation and Edit, I can see where it shows DHCP (Yes or No) drop down menu. Is there a way to run a report that will give me a list of workstations that do not have DHCP enabled ? Thanks in advance for any help.
Reports Problems
I've already submitted a request in the Support Web Service Portal but haven't been responded yet... No sure what happens, I sent email to ServiceDeskPlusSupport (servicedeskplus-support@manageengine.com) yesterday but didn't get any response. I was able to receive an acknowledge email with request ID before April. Does anybody meet the same problem? I am having issues when running a custom report. I was editing and saving a custom report and now it will not run nor can I delete it. This report
Different categories per user group?
Hello, I was wondering if it was possible to show a user only the categories that apply to him/her. For instance, if a person uses software solutions A and B, they should only see the categories A and B when submitting a ticket. I tried to solve this with user groups but didn't find a way to apply such a rule. Thanks in advance!
Allowing Technicians to create incidents
Is there any way to allow technicians to create incidents as we'll as work on them? Right now, as technician, it doesn't allow me to create a new incident since I'm not in the Requester's area. Is there a way around this?
Tab Name change
Dear Any Possible to be change the TAB Name in ServiceDes Plus? Example Contract => AMC CMDB ==> All ITEMS Advance Thanks & Regards Kodi
Import Date from Excel or CSV File
Hi, Is there a feature in SDP, wherein i could import an Excel or CSV File to create new Assets Category Listing\Database? Ken Fuentes IT&T Support Technician IT Support Centre Email kfuentes@hwns.com.au ———————————————————————————————— House with No Steps Making the most of our abilities Head Office 49 Blackbutts Road, Belrose NSW 2085 www.hwns.com.au
Block the creation of clients if they're not in AD
Hi all, I'm using SDP 8.2 (8208) and I have all my clients and technicians sync with AD, but I'd like to know if it's possible to block the option to create a local user on SDP when you write in a ticket a client that doesn't exists previously. Thanks!
Spawning child tickets off of a parent
My manager is looking for a way to determine the amount of work that is scheduled, vs the amount of work completed. For instance, we have a 40 workstation build that is due in Sept. Because the paperwork hasn't been completed, no tickets have been entered, and there is no visibility into the resources required for this. We are looking to create 1 parent ticket for the project, then spawn 40 workstation build tickets as children off of that. We also want to carry certain information into each of
Replying to ticket generates new ticket
I've seen the previous posts before but my problem persists. When a user replies to a ticket the subject line looks like this: [Ticket: # ##2103##] Re: [Request ID :2101] : test My notification email subject line looks like this: [Ticket: # ##$RequestId##] $Title The more replies we do, the more "Re: [Request ID :2101]" get added to the subject. How do you fix this?
SLA Violation Email after ticket closed
We just recently upgraded to the latest version of ServiceDesk plus. We were about 7 patches behind. At any rate, when we close tickets now the SLA violation email is still coming to the escalation teams. I did notice that there is now a "Resolved" option as well as "Closed". Should we be setting our tickets to closed now or is this a bug?
Remove resource from a form
How do I remove a resource from a service request form?
Ayman
In Asset Management, we need one field that is sequential and controlled by system for assets added. Asset Tag field or a new custom field can be but need it to me completely managed by system. similar to ResourceID which is hidden and can not be used. thanks
SLA Notification
since upgrading to 8.2. we are getting SLA warning notifications on tickets that were closed before the upgrade. Is there a way to resolve this?
Report request - software installed in specific department
Hi, i would like a report which does the following please: Workstation Summary Reports Software Summary Report But, additionally, it should display the User and only display a specific department's Workstations. I would then wish to copy and modify the department for each manager. Then I wish to provide it on their ServiceDesk Plus portal so they can run it live themselves. Can you help with this please? Steve Gray
SLA Notifications
Since upgrading to 8.2 we are recieving SLA warnings on tickets that were previously closed. how do we resolve this?
Incident template fields - requester view problems
I'm trying to create templates for specific requests, with specific values already chosen when the template is picked. I don't want these values in the fields to be editable, but the requester still needs to view them. In the settings for these fields, I've de-selected 'Requester can set' and selected 'Requester can view' However, this isn't working - whenever the template is loaded the requested is completely unable to see the field unless 'Requester can set' is selected, which makes no sense whatsoever.
Agent Install
Any knows how to install SDP agent in Ncomputing clients?
new request
copy-paste of data causes crash of the system
Creating a 3 level sites organization
Hi There, I'm new to ServiceDesk Plus and was wondering if someone can show me how to create an organization with 3 levels such as: Regions/Site Group/Site. Thanks for your assistance Patrick K.
Tasks not being created
I've created an incident template, which has a task associated with it. I've created a preventative maintenance task, which uses this incident template. When the scheduled time occurs, a record is created, but the task associated with the template is not created.
Unable to start service ManageEngine ServiceDesk Plus
Hello, When I trying to start the service, the system display an error. If I run the command run.bat: Could Not Find D:\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Failed to start the server. Please refer logs for more details Normal Shutdown. Server shutdown complete If I run the command sd_service.bat: FATAL | wrapper | Unable to resolve the full path of the configuration file, : The operation completed successfully. (0x0) FATAL | wrapper | Current working
Menu issue
When we try to open notification menu we see "Notifications + All problems" menu.
Worklog Description does not wrap
When viewing the worklog description in a request, it does not wrap in the field. It just keeps going across the page. The only way to shorten it is to manually hit enter after each line.
Service categories in Requests view
Hi, could you tell me why in the Requests view I can't set "Service category" column? Only Category or Subcategory... I have a few Service categories, such as "Service request", "Presales request", "Internal request" and I'd like to see in the Requests view which type of service it is, but I can't see "Service category" in the view customization. Thank you in advance. Regards, Kuba
Change the Requester Details shown at the top of the Request Template
At the top of the default request template there is an area called "Request Details". This displays Requester Name, Contact Number and Department. We want to be able to add in additional Requester Fields to this, but cannot see any way to do this. Is it possible? If so, how? Thanks Trevor.
Multisite configuration
Hi All, I'm new to Service Desk Plus and would like to know how to configure a multisite Model with 3 or more levels such as Organization, Region, Group Site and then Site. How can I do that? Thanks Patrick K.
SSL
Anybody know if you can set ServiceDesk up to use an SSL connection? We recently had an IT audit and they ding'ed us on that
Connecting with Mondago
Mondago is an app that would connect our VoIP phone system to third party software to enable us to auto open/populate tickets when someone calls into our call center using ANI technology. Would this work with this product?
Unable to set ticket status to Resolved
Hi, On changing a ticket's status from Open to Resolved and then selecting Update Request, we receive: FAILURE :Exception occurred while performing the operation. This is regardless of the technician used. The service has been restarted. The server has been rebooted. The latest hotfix has been applied. ManageEngine ServiceDesk Plus 8.2.0 Build 8210 (issue occurred also under 8.2.0 Build 8207). Windows Server 2008 R2 Enterprise SP-1 x64. This has been tested in IE 10, Firefox 23 & Chrome
Merging Template with service request
Hi We have created a template in the service catalgue (with tasks) and wish to merge this template with standard service requests. However when we try we recieve an error that this is not possible. Can you advise? Build 8.2.0 - 8208
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