Some issues with 8207 we are experiencing
Hi All. Just wanted to provide some feedback on the current 8207 version of service desk plus. We had upgraded recently from 8016, and immediately noticed some changes that were, although small, made an impact to how we operate. One of the biggest problems we have is with the Work Log. Since the Work Log has been moved in to tasks, its made things quite difficult to keep track of what's going on. Back in 8016, we could read the complete work log entry in its entirety from start to finish. With
Business Rules
Hi, Have an issue with a business rule by email. Have it set up if subject contains "till" or "register" that it will be assigned to a tech. However an email comes in with a subject that contains "still" the call is gettiing logged to same tech. Any way around this? Regards Keith
Upgrade SD+ enterprise to professional
I want upgrade SD+ enterprise to professional, but i want keep all files and data. What i have to do?
SLA Escalation Notificaton $Group
We have 3 separate groups setup in SD Plus, and at the first escalation notification, it would be a really nice feature to be able to escalate to the group of technicians and not all technicians in all 3 groups. An example is we have help desk technicians, Application Technicians and Infrastructure technicians. When a ticket is escalating in the help desk group, it would be nice to escalate to all the technicians in that group without sending the escalation to the other two groups. Currently
Requests and task in the same report
Hi, I need to view requests and task in the same report. By default I can view tasks report or requests report but not together. Can you send me a query to make this report manually? Thanks. Roberto Ettore.
Enable "Pass-through" Authentication final step issue ??
Hello My Dears, I installed new lab as this steps exactly as my this post I published to let you see it over my blog. http://hanymc.wordpress.com/2013/05/19/manage-engine-service-desk-plus-installation-step-by-step/ then going to integrate with Exchange POP3 Server as this http://hanymc.wordpress.com/2013/05/19/part-2-manage-engine-service-desk-plus-exchange-2010-integrations-pop3/ then integrate with SMTP server as this http://hanymc.wordpress.com/2013/05/19/manage-engine-service-desk-plus/ then
SLA escalations based on Groups
Dear Manage Engine, At present, we have the option to send escalation mails based on the following criteria's (Category,sub-category,Item,requester,department,workstation,priority,request type,impact,urgency, level) but we would like to have GROUP as the criteria for send SLA escalations mail. The reason behind this is : A request is created with category as microsoft and the group is also set as microsoft, and the appropriate SLA is set,now if the technician has to move the request to another department
Service Catalog Form LOST
Made an edit to a Service Catalog "Service" and it then dissappeared (version 8.2.0 build 8208). So I went to recreate it, but claims that a template already exists by the name. So it would appear to be int he system, but can't be displayed. (And no it is not a grayed out disabled item.) How do I find and get it back? -Les
Add an informational field on a form
I would like to a an informational field to a form. This field would does not need to be edited, but would provide the requester information about how to complete the form or possibly a link to more information somewhere else. How can I provide and information only field?
Assigning Technician from dropdown
I discovered an issue in SDP in which assigning a ticket to a technician from another group will not assign the group. All the IT tickets come into the Service Desk group and queue. We work out of this queue. If I wanted to quick reassign a ticket to a technician, I would click on the check box next to the ticket and then use the drop down at the top to select a technician, then click Assign. However the issue is that if I want to assign the ticket to a technician in a group other than Service
Mail fetch not working anymore
Hi, Our ServiceDeskPlus application has always fetched mails without any problems, but suddenly since a few days it stopped working. We investigated what might be causing the issue, but were unable to find out so far. The strange thing is, that at times the fetching does seem to pick up the mails for a few moments, but then suddenly stops working again. When we check the logs, it gives the following information: Server started at : Wed Aug 14 10:42:50 CEST 2013. Current time is : Wed Aug 14 10:42:54
First line resolution rate
Hi! We are looking to report on 1 line (1st level) resolution. The situation is that not all requests passes (some are mailed in directly to specific supportgroups) the 1st line Servicedesk support group so we need a filter to just look at tickets that has passed via the 1 st line and/or logged at 1st line and then resolved/closed by 1 st line supportgroup. We need to filter out request created in 1st line or at some time has been placed in 1st line and disregard ticket created directly to specific
Requester account issue
When I first installed ServiceDesk I enabled active directory authentication. From here I was able to import users from AD and create access accounts for them. This all works fine and it gives the users access to their portal via their current credentials (that have stayed synced with AD). However there is one small issue (or rather annoyance) that has happened in a few cases. The user goes to sign in at the login screen but enters their e-mail address rather than their login name. For example:
Color title in SD+
Hi! I propose to change the default color of the title in prilodzhenii to black, as the blue color is seen through the eyes of a very badly. c:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style\ File: sdStyle, Line: 12039 tableComponent tr td.fontBlackBold a { color:#000000; font-weight:bold;
SOLVED: Can I merge a requester with a Technician?
I have been using SD+ for years and have thousands of requests and notes with my name on it. We only have a 2 technician license and are using both of those. Now that we have the cool new app, I'm hoping to log in with my AD credentials. Is there any chance I can merge my requester account (that is AD based) and my technician account (which is local authentication based) so I can make use of the mobile apps? I basically just want to remove the local authentication from my technician account and
Mutli SLA for different sites
Hi, Is it possible to setup Multi SLA for different sites? Some of are sites need a different SLA Thanks Kris
Can't get rid of the title field
I can't get rid of the title field in form designer. I click on the x, it is removed, but when the form is saved it reappears, sometimes in a different location. How do I get rid of it?
Activity log history
It would be nice to keep track of past approvals or denies for a change or other item that requires approval. Example: Change1: is denied the first round because of the roll back plan does not fit with outage schedule. So the approver would select: Denied The roll back plan is inadequate. The change manager fixes the issue and the approver would see: Approved Go forth with the change Approval History 081513 - 03:00.00- Denied : the roll back plan is inadequate.
Requests - > New Work Log -> auto-fill 'End Time' or mandatory
Hi, as of the version 8200 there are is now start AND end time in worklogs. In the 8100 the execution time was mandatory which is now not any more (yes I know there for is now a hidden creation time in there). Is it possible to auto-fill out the 'End Time' or make it mandatory PLEASE? I have here hundreds of worklogs which have a time spent and description entry but missing start and end time entries. Is there even a way to fix existing worklogs via sql somehow (e.g. set end time to creation time
Request Closure Comments in Notification
Good day. Is there a way to add the Request Closure Comments to the notification sent to a user when a request is closed? I don't see it in the list of available fields when editing the template. Thanks, Mike Taylor
Retain customizations after upgrade to keep corporate look and feel.
Please can we have the customizations to the login page retained after carrying out an upgrade. It is a pain to have to keep reconfiguring index.html etc each time. The ideal situation would be if all Manageengine products could use the same login template to keep consistency I appreciate that consistency in look and feel is a big project across the product range for all pages but it would look nice for users if everything was the same. Maybe some kind of templating engine which was universally
Is it possible to automatically assign technician based on Subcategories?
I know it works for top level categories, but we would like more granular control of the assignments for program specialists. Example of category hierarchy: -Applications- unassigned -SAP- Specialist 1 -Kronos - Specialist 2 -Sales - Specialist 3 -Hardware- Tech 1 -Phone- -Laptops -Desktops -Network- Tech 2 -Internet -Intranet The load balance or free tech auto assign are useless to us as it is more important to have the more qualified tech to get the
Does SD+ work with Exchange 2010
I have looked over several Forums and Google searches. After the latest 8.2 my outbound email stopped working as well. Any ideas would be welcomed. Thx, Justice
Query Report "Projects"
I wanna do a custom report with all "Projects" , like the "Projects" tab. Plz someone can help me?
Due Date on tasks
When creating tasks we noted the "Due Date" field in the upper right corner is noted as "N/A" and does not seem to be editable. We thought that it inherited the DuebyDate from the Parent request but that didn't work. How do you edit this field?
create solution
Hi i created solution by office word and copy /paste to solution segment,but after save and public it for requester, alignment of contents does not view as in word office ,therefore my solution contents see in uncomfortable view. now i would like to know which editor use to have best view of content in solution segment. Regards, Mahdi
Indicators on Request Screen to show requests/incidents with related Change or Problem
It would be useful to have an indicator (maybe a couple of icons?) on the reqest screen (both the request list and also detail screens) to show if a request is part of a change or problem (maybe project as well now?). Currently the only way you have of seeing if a call is currently poart of a project or change is to open it up and look in "Actions". This would speed up reviews of calls by knowing which calls are stand-alone and which are part of a larger piece of work. Thanks, Brett Bridger St
Approval History on multiple approvals
It would be nice to have an approval history for each time a request for approval is sent. Example if I am sent a approval for an item like a change and there is an issue with the change, time is incorrect or something else that would make me reject the change, it would be nice to keep that notice of the rejection and the comments in the change approval history. If the person who created the change then corrects the items in question and resubmits the change for approval then the comments should
WMI - Scanning Windows 8
We have some problems scanning Dell Inspiron 14z laptops that are installed with Windows 8 Home in Manage Engine SDP. The workflow is as follows: · Format laptop and reinstall Windows 8 Home (To get rid of bloatware from the supplier). · Installing device drivers, configuring local accounts etc., just like a normal Windows installation · Install some local software, like PDF Creator etc. After finishing the laptop I scan it from SDP on hostname or IP base. Normally I get all
Auto-assing workstation
We have several workstation that we are going to scann. What is the best & quickest way to assign the workstations to users \ Requesters? Other that going manually through every workstation and selectg the state to "In Use" and a user \requester. I remember that there is some kind of feature to auto-assing the last logged in user but could not find the setting. Or info how it works. Regs lakend
Technician Productivity Report
I need help with a reporting issue. I cannot see any simple way to do this. What I am needing is to create a scheduled report that shows (in a single report) the total number of requests, problems, and project tasks that a technician has completed during a give time frame. Can anyone show me what I am missing?
Email forwarding question
Hello, I'd like to know if there is a possibility to achieve following tasks in ME SDP 8.2: 1. I'd like to have a separate email addresses for incoming and outgoing emails. For example, I'd like to send emails from servicedesk@mycompany.pl, but I'd like to recieve requests (from clients) on, for example, ticket@mycompany.pl. I don't know if this is clear, so let me explain: Client is sending a request on "ticket@...", a technician replies from the system application (servicedesk@...) and when customer
Technicians Cannot See Requesters
Hi, I did search the forum and couldn't find an existing post that described my problem. We have SD 8.1 and have been using it for approx. 1 year now. Originally it was set up by a colleague, but the task has fallen to me of late to administer the system. That means I'm not an expert in it, but from what I've seen it's simple enough so I'll muddle through as best I can. When it was originally configured, a group of technician accounts were created (manually). They were added to a custom role (Helpdesk).
System Generated Request I.D.'s
Hi, Is there anyway to stop the system generating request i.d.'s withing existing requests, from an auditing perspective it is not helpful when there are apparently missing tickets when selecting all tickets. I know how to locate these tickets and that the system is generating them, but this does not assist the customer form an auditing perspective.
SD+ Win 2012 and MSSQL2012 Compatibility
Hi, Is SD+ supported on Server 2012 and MSSQL 2012? Thanks, dol
Two unrelated problems
Hi, One of my IT users is reporting two separate problems with ServiceDesk Plus (8208). Firstly when she replies to calls the reply is pre-filled with HTML (fonts, images, text from the thread). I have tested this myself, when I log in and reply to the same request HTML appears but then immediately disappears. Secondly, this particular user is logging time against each call but this is not showing in the daily or weekly reports that we run. I can only assume this is because some calls are not resolved
Open requests past dueby date not being flagged overdue
Hi, Open requests that are past their dueby date not being flagged as overdue. See attachments...
Technician Space enhancement
Add Announcement notification to the Technician Space added in 8209. It will make them more visible.
Error During Backup
I receive an error during backup. This is causing me not to be able to upgrade Here is the what I receive: Starting.... Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData :: {RELEASE={version=8.0.0}, BUILD={number=8027}} Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rebrandData :: {OPMANAGER={name=OpManager},
Requests randomly deleted
Hello, We have had a few requests recently being randomly deleted when technicians are working on them. Once technician was writing a reply and clicked 'Send' on to be told that the request had been successfully deleted. After checking the logs it does state that the technician deleted the call but he had not. There have also been a number of other occurrences of this with technicians completing other things. We have not been able to replicate this and have no system logs from when this
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