How to allow permissions for technicians for tasks at Change or Problem level
For a user definied as technician, I detect that permissions to view tasks into Problems or Changes isn't allowed. Apparently, I don't retrieve differences with definitions into Service Desk for that user and the other Technicians whose tasks are allowed. Best regards Massimo Morgagni Italy
Access Permissions for Vendors and Products
Hi, Can you clarify which of the Access Permissions is required to allow for Adding/Deleting/Editing Vendors and Products? These two are closely tied in to the Purchase module so I need advise how to grant access to these without giving the SDAdmin access.
Requester "Business Impact" doesn't feed into Impact
Even though I am importing the Business Impact field through the AD Import, the users business impact doesn't affect the Requests Impact. All Requester's Business Impact types were imported into Impact, and show properly on the Requester list. Since there is no real connection between the Requester Business Impact and the Impact field I can't create correct Business Rules so that a user with a Critical Business Impact gets their request categorized correctly. How do I get this fixed?
SDP iPhone App Crashing
Running latest app, tried both 8202 and 8207. I can login, but then I get a request status 401, then a dialog asking me to submit the crash report. I can answer Yes or No and it crashes the app.
Unassigned requests not as good highlighted as done in previous version
I do not know if this is specific to new layout (>=8.1) but many of my support engineers complain about not able to quickly see unassigned requests. In previous versions it was done much better. We are not able to change this part of sdp theme on our own so please propose a solution for this. We spend many hours working in sdp interface and it is very important. SDP User since v7.0:)
email sett
FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Reply to a Request and the Insert Web Link does not work
When I reply to a request id sometimes I try to insert a hyperlink and nothing happens.
Layout
Hi, Is there anyway of changing the layout of the 'New Request' form for eg. I want to remove fields such as 'Group', 'Level' etc as they do not add value but cannot find any where i can customise? Thanks Kate
API
I want to know the last comment of the ticket via API Is possible to do that?
New Build Quality - please improve
It seems that every other time I update to the latest build, I run into serious problems. Latest, mail fetching problems, bad downloads, I've had to restore in the past. What gives? I look forward to updates, new features, bug fixes, etc. but can something be done about the quality of the releases? I have a business to run and our business relies heavily on IT responsiveness and I can't do it with poorly written software. Mike Barry Director of Information Technology 508-929-4618
Out of Office Auto Replies
Hi, Was wondering what's the best way of servicecdesk ignoring out of office replies? Regards Keith
setting users to be emailed on SLA escalation
This has to do with SLA's on the service catalog. ie. A user is locking out a warehouse in our erp software. on the end of month this is crucial to business and we give it 15 minutes to to be taken care of. If after 14 minutes it has not been taken care of it will be escalated to tier 2. The problem I am having is that I can escalate to myself and $Ticket Owner but the choose button does not give me the option to add the other technician. Am I missing a configuration somewhere? I don't seem to
Projects module
Hi, Just want to check if it was possible for the Projects module to be configured to send alerts when new tasks are added and assigned to a resource. Is there functionality for this feature? Thanks
Technician unable to save PO
We've reported this directly to support but have not had any response. We upgraded from 8125 to 8208 approx one week ago. One of our technicians cannot save a PO, the 'Save Purchase Order' button does not do not anything when he clicks on it. We have cleared his cache, tried in several browsers. He has the same permissions as other technicians who are able to save a PO. We're concerned that deleting him in ServiceDesk and reimporting from AD will affect his open calls and stats. Any ideas?
Asset Scan reports Office 2010 wrong Procuct Key
Hi, the last version of AE_SCAN.VBS fails to get the right P.Key of Microsoft Office 2010 (while it works correctly for Visio for example). See the atthaced image (the right P.Key is reported in cmd window). In the past I had the same issue caused by an outdated version of the script, but in this case I have the 8.2.0 build 8208. I have tried with an old version of the script that worked fine since some month ago (v 1.30), but the result remains the same. I'm assuming that MS introduced some change
Agent not installed Report
Dear Support, I need a report that show me the asset who haven't installed the agent. The database server is mysql and the version of SDP is 8208 Can it be possible? Thanks a lot!
Service Desk Groups
I am looking to deploy ServiceDesk plus enterprise to my organisation The organisation has 3 business units each with there own departments. I propose to may a 'queue' for each department for each of the sites so an IT Queue, Finance Queue etc 1st question is there any documentation on how to configure the security to restrict who can see what with Active Directory groups 2nd Question is it possible for each department to have a dashboard or would they all need to be set up as sites Thanks in Advance
different approver
hi, How can I send a request to different approvers based on a ciriteria? For example by creating a new business rule and define the ciriteria then choose an action like "send for approval to". Thanx.
Workflow(s)
Is there a way to setup a workflow that triggers multiple tasks to be created and notify of completion of a task to the next person in line? For example: We hire a new employee. HR requests a new user to be setup in the system. Depending on the type of user, there are multiple systems that this person has to be entered in to, all of which involve different users. What I would like to do is setup something that when a request comes in with category New Employee, it creates a new task for a technician
Is it possibile to create a Change with the REST API?
Hello, I have a simple question: Is it possibile to create a Change with the REST API? Kind regards Daniel
Contract Expiry Notification
Hi everybody We are trying to use the "contract" part of ManageEngine ServiceDesk Plus. I have created many contracts, and for each contract, i give a contract ID ( compulsory area ) which is an internal contract number. I also have created some contract expiry norification, whith some informations send to the contract's responsible. When the responsible receive the notification in his mailbox, in the area "Contract ID", he does'nt see the contract number which is specified in the contract created,
Full data model
Hello guyz, can any1 give me a full data model for SD+ 8.0 Enterprise? Yeah, yeah i know what it is contains over 9000 tables. It doesnt matter. Just give it to me already. Thx a lot.
Can change the service account from LocalSystem to another account in windows?
Dear Support Team, While install ServiceDesk Plus, it use LocalSystem account to start the SDP service on windows. Can I change this LocalSystem to another managed windows account for start up the service?
Spellchecker language
Is it possible to change the language used by the spellchecker to UK English?
using sites or not - advice needed
Hi, I am currently in the process of setting up SDP and so far i have created a "UK" region and 5 sites for our various branch offices. When i import requesters from AD i have ticked using office and department. So up until now it is looking alright. but i am wondering if i really need to use sites and if i by not using them can simplify the setup Basically when i add in licenses i do not have a need to allocate it against IT Department in site 1. My need is just to allocate against the IT department.
Last scan information not available for the workstation
I'm trying to to an asset scan for a new laptop that I put into manage engine. The firewall is off and manage engine isn't reporting that it can't see it just that it can't pull any info from it. I haven't seen any other reports of this issue so I'm unsure how to trouble shoot since manage engine can see and at least partially communicate with the laptop. Here are the screen shots of what I'm getting. I'm on build 8021. Any assistance will be appreciated.
Delete workstation
Deleting workstation from Asset list takes over 10 minutes. ServiceDesk 8205/8208 on Postgres. Windows 2008 R2, 4 cores, 16Gb memory Any script/configuration to speed this up?
Licensing per core in Asset Module
In the asset module I can only assign licenses per processor, server, mailbox, or seat. We need to be able to also assign them per core. Microsoft is now selling licenses this way and I don't have any way to track this in SD.
Notification for unassigned (No Group) tickets after x minutes.
We have a support group email yyy@domain.com with auto-forwarding set in exchange to xxx@domain.com which is the Group email of xxx Support. When the ticket arrives its left unassigned and not with the xxx Support Group. Is there a way for me to set an email notification for unassigned tickets (Not assigned to any group) after x minutes? Same option with the Send notification when a requests in this group is left unpicked, only this applies to tickets with no group assigned initially Thanks
Group Mail Settings
Hello, Need some advise if this is the best way to address this problem. We have a Support Group called NOC which handles all escalations and major incidents. The group email setting in SDP is set to NOC@domain.com. The NOC however is also the same team that handles b2b related incidents which are sent to b2bsupport@domain.com. Within Exchange there is an auto-forward rule for b2bsupport@domain.com to go to NOC@domain.com. If I update the Group Mail Settings of NOC to include both NOC@domain.com
PO - Please Approve Custom Email?
I would like to be able to customize the email sent from the PO module when requesting approval, is this possible as I can't seem to find out were to do this. Currently it looks like this, it could use some work!!!! Click the below link to approve this PO : http://myserver.com/POApproval?dId=TdRCIGihBN8F717QRA8ZHxYivhpcM8DtWk9p8BgAQJdbV0VNhNQjtrVbrLpjIoqb&app=76_-23_-119_-43_122_-95_-27_110 Description : PO# 6 has been modified by
Help to change below report to SQL query
Hello, I want to have a report with detail below in a query, so that I can use this query directly to Servicedesk database, the reason why I ask this question becuase the built-in request exported to xls file have many merge cells thus I cannot use this file to filter or add formulas more. Display column: Request ID Shop Code (this is new field I have added into my request template) POS Area (this is new field I have added into my request template) Subject Category SubCategory Created Time Completed
how to remove a menu
Hello dear ManageEngine community I need to remove some of ServiceDesk plus features like Purchase, I need to remove it from top menu on the header. is there anyway I can do that? Best Regards
Servlet API get resolution
Is there any chance that in future version Servlet API would be enriched with new fields for retrieving request details? Specifically, I need to get request resolution from few ouf our companys systems integrated with SD+. Unfortunately, migrating to REST API would be time consuming and risky, as those systems would have to be gone offline and reimplemented. Is there any chance in including this field in future releases? Best regards, KG
Images in Reply Template SDP 8114
Hi, Is it possible to add images in the template response ServiceDesk Plus? Thanks, Mauricio
CAB Template
Hello All, I've been looking extensively online and have not come across anything remotely close to what I am trying to do. Is there a way that I can modify the CAB, New Change request template? There are certain fields I'd like to remove that are not custom, etc. Thank you.
Error when update servicedesk 8027 to 8100
Hi, I'm trying to update ServiceDesk from version 8027 to 8100. In the process, in the process, an error has occurred: Migration has not started as Data is Improper. Some default product types [Software] ins not available. So please contact the ServiceDesk Support team. The installations have this upgrades: 7600.0.11.0 7600.2.0.0 8000.0.27.0 Any suggestions? Regards
Tasks
is there a way to bulk add tasks from a csv file?
Change value in a text field under Incident - Additional Fields
Hi All, In ServiceDesk Plus, we have set up custom pick list style text fields in Incident - Additional Fields for our template. The field contains a list of branches. Over time, phone numbers and site names have changed, but we cant seem to find a way to update this list in the database back end. Is there any way we can update these Additional Fields in the database?
Automatically email certain technicians with certain critera
I'm looking for a way to have certrain requests tickets automaically email specified technicians. The basic notificatons don't look like they will work for me because I can't seem to specify the criteria. For example if a ticket has the subject line lf "X is down" I would like that ticket to be emailed to specific technicians. The only thing I can see in the notifications area is the ability to change the template of the email that is sent, not the critera for when the email will be sent. Is there
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