Creating a support ticket from my website to supportdesk plus
Hi I would like to add a feature in our website for my customers to create a support ticket, which is then sent to support desk automatically with all the support details. Thanks Niru
Advanced Search Options for Requests
Is it possible to do an advanced or fussy search in Requests? I would like to have the ability to search using key words for example System Performance Slow. If I type System Slow it will not return my call but if I search System Performance it will return my call. Is it possible to do an advanced search using special characters? Thanks
PO process
hello i would like to know if there's a standard for the PO process in ITIL with good known procedures so it can be implemented in any company, and is there any way so that the PO approver can attach files to the PO when approving it thank you
Jump to link to AD Manager
I am running Service Desk Plus and as of today purchased ADmanager. In the Jump To on Service Desk Plus it has ADmanager, but it only will open a page not found. Is there a spot to configure the location on my server for ADplus in Service Desk Plus?
External Access / IPs non locals (SD)
How i configure to access the SD with a ip non-local?
ServiceDesk Plus
Hello, I am using the licensed version of servicedesk plus 8.2.0. Whenever i am trying to login, Authentication Required page is opening up and i am selecting cancel option. Then the servicedesk main page got loaded and where i can give my credentials and do domain selection and able to login into the portal. So please check this one and assist me further to do any changes from my side for the servicedesk with the domain page to get load first. Regards, Rajeshkumar Srinivasan.
Menu transparency
Hello! We have a problem with transparency of Action menu in the Russian interface. In English all is OK.
External Access
(ServiceDesk) I'm trying to make settings so that it becomes a handy tool to my affiliates 'external', trying to make a connection outside my local network, but am having problems in this regard. how do I set up an external connection?
I need help with email settings (Gmail) to configure the incoming mail
What is the correct settings to use the Gmail mail with servicedesl plus? I have the email in the cloud Google Apps
LDAP - Multiple search bases for one server
After speaking with the support technician, I have come up with the following solution, that should satisfy this request fairly easily: Change the “Domain Controller” field, so that it IS NOT required to be a unique entry Change the “Base DN” field, so that it IS required to be a unique entryBy doing this, the same LDAP domain controller can be used multiple times for the import of different base DNs. This is important for my organization because we have 1000+ OUs; however, my business group is only
How to reset SD+ db.
Hello All, WE have a trial SD+ deployment that is going to go live soon. Could somebody tell me how to purge all of the requests from the queue? Best regards, Bertalan
Status search email: RUNNING ??
I have a question about the Service desk plus. I setup an email, but in the settings appear "Status search email: RUNNING". what does that mean?
'Email the Technician' is not working for request
Gents, I found the following issue. If I send 'email the technician', there will be no any history about this message in the request. It's a BUG! Helpdesk email is added into CC field by default, but this mail is not added to the request. Please check and fix. SD 8206. Thanks
how to activate service desk plus license ?
hi, i've two questions 1st: how i can activate SDP license ? 2nd: if i install SDP with SQL Server 2008 R2 it's performance will be better than local DB, any any required steps in ME or SQL ? thanks,
How to Install Service Desk + Sql Server 2008R2 Express
I try to install Service Desk 8.2 and Sql Server 2008R2 Express like you manual on your site but have broblem. 1) Install Service Desk 8.2 2) Install Sql Server 2008R2 Express 3) Go to C:\ManageEngine\ServiceDesk\bin and open changeDBServer Server Type - Sql Server Host Name - hostname my server Port 1433 Database - name database UserName - sa Password - password (sa) And check, tables was created servicedesk. telnet hostname my server 1433 -- is working wall. But when i try to start service
Remove deleted users from requester list
Hi, I would like to know if there is a way to have users removed from the requester list once the account has been deleted out of Active Directory while still retaining there history of jobs etc as we have a very high turn over rate of staff.
Nested categories
When a user logs an incident I want them to be able to pick a category and sub-category based on what type of Service Category they have selected. For example, for IT I would want them to see Categories such as User Administration, Computer Issues etc. And for Business Management I'd want them to see categories such as Purchasing. I don't want each of these two Service Categories to see the other's categories. i.e. I don't want Business Management to have the option of selecting User Administration.
Automated Password Reset Tool & Generator
Hi, Was wondering if Automated Password Reset Tool & Generator comes with the enterprise edition, or is this a chargable add-on? Regards KEith
How do i set up alerts for Printer Marker Supply Level?
How do i set alerts up for Printer Marker Supply Level?
Requester cannot view resolution to his own ticket
Requester is getting "Request does not fall under your permitted scope. So you are not authorized to update the same." error when attempting to view the resolution to his ticket. Earlier, this ticket was manually assigned to a group by me (admin) because the template did not have a group set by default. How can I allow the requester to view his ticket again? ManageEngine ServiceDesk Plus 8.0.0 Build 8015
Can Requester Receive notification..
hi When a requester create HDR a notification to all group member technician will receive. can it is possible that in any support group i add any requester so that he can also get the notification regarding that group as technician gets. i don't want that requester to become a technician. Regards MAJ
Tasks are out of order
My Tasks are out of order on that task tab. Under the Organization button they are listed in the order that is correct. Dependancies are also set up even though it doesn't really matter ( We are told an update is coming to fix it) The Tasks were set up correctly when entered 1-5 now they are listed in the ticket 5-1 I hope there is an explanation and a fix for this.
Modify report recipient(s)
I have a few reports in SD+ and have a need to change the recipient list. Where can I do this? Thanks,
lunch executable files within helpdesk tickets
hi, is it possible to create script to lunch exe files within the service catalog templates? we have certain template which use request to delete certain transaction in our ERP, the requester usually submit the transaction number and then it goes to approval and then to IT, what i'm trying to do is to allow the approval person to click on a script to lunch the exe file of the ERP and show him the transaction before he approve it, within our ERP we can usually create .VMX files which include cmd like
Email Support group don't work
I am trying to auto assign support group. From Admin Manual. Say for instance, you are managing two support groups - hardware and network with the email IDs hardware@domain.com and network@domain.com respectively. The two mail IDs are linked to a single mail account that is fetched by ServiceDesk Plus. So on configuring the group mail IDs, e-mails sent to hardware@domain.com are automatically assigned to the hardware group and the conversation threads possesses the group mail ID in the address
Hide Projects Tab
In the latest version, is there a capability to hide the Projects Tab for both Requester and Technicians?
New work log owner
Is there a possibility to set that new work log owner is chosen automatically according to request assigned technician? Before upgrade to service desk plus version 8.2 Build 8208 we had this option set(at version 8.0). We use one user account to log on service desk but have defined several different technicians for requests assignment. On every new work log owner is same as logged on user but not technician.
Request - Field Input Order
Newbie question, but is there any ability to control the order of fields when using the tab key to move from field to field in the request form? I would like to speed up the entry of data by encouraging the use of the tab key and the typing of the first letter of the drop down option, rather than using a mouse to click in each field - but it simply appears to move from left to right across the form. Is there any way to amend this?
Edit Service Fields in Form Designer
I created a New Field for the Form Designer for the Service Catalogue and made a typo. Can't seen to edit this field nor delete it from the list of Service Fields. How do I edit or delete this field from the list?
service desk plus with MSSQL service couldn't start
hi i installed ME SDP over SQL server full 2008 R2 created SQL authentication account called MEuser "sysadmin" on SQL install ME using settings SQL server - Account the DB i created successfully and created tables on SQL after installation ME service take very long time to start and nothing happen? i tried telnet MEserver 8080 listining well but nothing open in browser so i tried to access to C:\ManageEngine\ServiceDesk-N\ServiceDesk\bin>run.bat i got this screenshot Port 8080 occupied Do you
Finding cost related to to CRs?
We're using ServiceDesk Plus tool to manage all CRs and SRs, I was trying to find the cost for each CR using SD tool report but i couldn't find it report interface GUI, so I queried in MSSQL server backend of Report server? Can anybody tell me how can i find cost of Each CR? can anybody give me the table names which have link or anything so i can find Cost of each CR?
Full Feature Android App
I see that there is an app for android on Google Play, but it doesn't offer the critical features need for commercial use. (SSL support and push notifications, ect) Our whole company uses Android phones. Please release a full Android App. Thank you Zach
Acknowledge Requester by First Name?
Hi. I'd like to be able to acknowledge the requester by their first name when they receive an automated response to the creation of a new request. However, when building the text to be sent (i.e. "Customize template" for "Acknowledge Requester by Email when a new request is received"), there is no "First Name" option, and all we're given as an acknowledgement name is "RequesterName". Is it possible, with how it is now, for me to add an option like this? steven
Advice on configuring multiple locations
Hello, I am beginning to configure a ServiceDesk instance and need some advice on how to proceed with the sites/departments. Essentially we will need to separate the sequesters for reporting and organization purposes. We are a department of about 10 technicians, and we service town users, and several schools. I have read a bit about this, and have seen a few different ways to do this. Should we configure each location as a site, or as I have seen recommended on here a couple times, as a region?
Hide technician on customer requests list
Hello, If we hide then technician on request form to requester, then customer requests list shows the column with "Not-Auth" value. Is it possible to automatically remove this column on requests list for all customers ? Thank you.
Expected release date for new Change Control module
Hi, I notice that the SDP roadmap change has been updated - http://www.manageengine.com/products/service-desk/roadmap.html Can you confirm in which release the new Change Control (incorporating workflow elements) functionality will be included in, and it's expected release date? Also, looking at the roadmap, it suggests the Project Management module will be included in a future hotfix to v8.1 - is this correct? Regards, Richard
Automatic request
I have doubts in the process of automating emails. Necessary that all the emails that are sent to an account is opened automatically request. What we need to parameterize it? What are the ways? I've Set up the account, gave okay! Is on running and nothing else. Another point, after this setup, is there any place where I have the vision of the inbox those emails?
Blank Product Type
Hello, We are currently on ServiceDesk Plus version 8.0.0.0 Build 8208. In the product type tab, at the top there is an entry without a product name. I am unable to delete it, it gives the following error message "FAILURE :Product Type is being used by a module. Hence cannot delete it." Also I cannnot edit it, it just hangs at the "loading please wait..." pop up. I have tried to find where the dependancy is, in Products and Vendors but I cannot find where else it shows up. If at all possible,
configure service desk plus with IIS
Hi, Could someone please tell me if it is possible to configure IIS in server 2008 to automatically load service desk plus without having to list port externally? ie, when going to helpdesk.domain.com it would take you to http://servername instead of http://servername:port? I currently have helpdesk.domain.com pointing to server IP and then under default website I have it pointing to http://helpdesk.domain.com:8080 which then loads the service desk. But I want to have it clean so it loads
Schedule automatic active directory imports from several domains
Hi, I'm using SD 8.2.0 (8208) and I'm importing the requesters list from several AD domains. I've activated the scheduling of AD, but here it comes my doubt. Does this job imports all the domains I've configured? Or just the last used? Thanks!
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