Feature Request - Notification Groups and Rules
Do you plan on building in the ability to create custom groups of people that can be notified of a Incident/Problem being created or closed? We are finding this to be a major gap in trying to implement a Problem reporting system in our ServiceDesk implementation. At first, we worked around this by changing the ticket levels to Incident, Problem, and Service Request. We then set a business rule to notify a group of people when a ticket with a level of Problem and a Priority of Sev 1 is created.
DueBy Date - Can I this in Business Rules?
I have created Business Rules that email Support Reps when their tickets haven't been updated in 2 days. I would like to have the ability to NOT request an update if it is prior to the DueBy Date. I would also like to be able to reference tickets on Hold, and as they approach the DueBy Date, send an email off reminding their owners they are on hold. Is there a way to do this that I have overlooked?
Solutions -- HTML ? Attachments ?
Is this coming any time soon ? I recently bought the product and this is really holding me up, "text" based solutions is nearly useless as everything I write I need to show screen shots of how its done ..
Extract of Vendor List
Hi. I'm looking to extract the Vendor List to a file for audit purposes. Is there either a report or a query I can run to extract all vendor details?
Need Help-Asset Report
I need a report that allows me to show total number of product in each state (store, in use) and the cost.
Notify user on ticket reassignment
Is there a way to set up ServiceDesk to notify the end user if a ticket is reassigned from one technician to another? We tried setting the option of emailing the user for ticket modifications, but it was generating emails for each time the category and other fields were set on an existing ticket.
Available Assets Re-size window issue & missing column view edit 8207
We have an issue moving from 8121 to 8207 as it appears the edit column view option is now missing from the asset add As you can see in (figure 1) build 8121 the option is available 8.1.0 Build 8121 (Figure 1) And as you can see in (figure 2) build 8207 that option is missing. Which is now causing re-sizing issue when opening the assets tab as seen in (figure 3) 8.2.0 Build 8207 (Figure 2) (Figure 3)
Cannot assign technician as a requester
Our ServiceDesk has suddenly stopped allowing calls to be assigned to requesters who are also technicians. This has been working fine for months, but earlier this week the names are not appearing when you type the surname in the requester name field. We are running an older version 8125 (too afraid to upgrade in case we break something!). Is this a known bug fixed in a newer version? Any ideas? Many thanks, Mike
Email Seperator
Hi When using the Reply feature in the Requests, the email generated to the user does not contain the email seperator at the top above category and Description. Is it possible to get this placed in? Also Is it possible to edit the default email reply template?
Asset Costs-Bulk Update
I have loaded in a lot of assets. At the time I did not have the pricing information. I know what to add that in. I have added it to the product and vendor but it does not update the asset cost unless I do each one manually. How can I update the same price for all assets for a product?
Login URL
What is Login URL ?? Is that a url in which customers can login or something like the link in which the customers can log into portal ?? Kindly help me out ??
Benchmarking SDP Performance
Hello, We're planning to implement some of the suggested performance tuning suggestions but would like to have an objective way to measure performance pre and post implementation. Are there any built in functionalities/metrics within SDP that we can use, is the response time for the Data Count in Table a reliable option? Thanks.
Active Directory User Import
Is there any way to exclude user accounts that have been disabled in Active Directory from being imported into ServiceDesk?
pass-through for 2 AD
Hi, is it possible to configure pass-through for 2 different active directory (no master child domain relation) from the same SD server? we have in our company 2 different domain with 2 different AD, i managed to import all users from both AD but for the pass-through setup i see only option to select 1 AD, is it possible to do it? we are using SD 8.2 8206 thanks
Resolved and Closed by Report
Hi, Can you provide me the SQL query to generate this report: For all tickets with "Closed" Status from <Date> to <Date>, I'd like to extract the Support Group and Technician that was assigned to the Ticket at the time it was put into "Resolved" Status and then "Closed" Status. The fields I'd like are: Request ID, Date and Time Ticket was created Date and Time Ticket was put into Resolved Status Support Group at the time Ticket was put into Resolved Status Technician assigned at the time Ticket
edit resolve time
hello i've some old requests undocumented and i want to document it now in the service desk, but it refers to work done in previous time and resolve time is prior to current time, but I'm not able to edit the resolve time???
Deleting/Updating Default Product Types
Is there any way to delete or update the Default Product Types? For example, I want to be able to change the Rack product type form IT Asset to Non-IT Asset.
Import CSV file
I have one file excel that contain Persian font,when I save csv file and import that file every parameters that contain Persian font do not show correctly.
Delete schedule report
Hi, How do I delete a schedule report SDP. I login using id that having SDADMIN role but could not see the any report schedule. I want to see all report schedule so I do some maintenance to it. Naharuddin Great Eastern Life
Remote Desktop connection problem
Hi, We are using SD Plus 8.1.0 Build 8124. The computer is defined as asset and remote control is configured. Using the agent it works fine (I can make connection and control the PC) but using WRD or VNC or TeamViewer it doesn't. Screen shows the message "Remote Control connection established on asset name" but no remote screen started from WRD or teamviewer. When I execute the command from my PC ( CMD) I can start VNC or TeamViewer session. I assume that SD only launch the local command
Email (not sending) for tasks assigned to a group (rather than a technician)
Does SD+ send an email to a group from within a task that has been assigned to it? I know that it does/did when the task is initially assigned, but we scheduled a reminder email for a task that occurred yesterday and we requested an email to be sent two hours beforehand. There was no specific technician assigned to the task as it was set up a couple of weeks ago before we knew who would be available at the time. There are three of us in the group, but none of us received the email and of course,
I need help wit a query
Hi! I need a report that shows me only the host, username and if installed any version of MS Office. Can you help me please? I have ManageEngine Service Desk Plus 8.1.25 with a MySQL Database. Thank you!
Preventive Maintenance Tasks - Scheduling changes
Is there a way for me to check if a technician has changed scheduling or to understand if it's a bug? We have several PV tasks that have been scheduled for some time, recently some tasks seem to have been changed on a few occasions i.e. schedule removed or changed to a one time event. I am just looking to get to the bottom of this as it causes issues if they are not complete. Thanks Paul
Prevent users from
Service requests in our organization should only be opened by requester through the self-service portal. Additionally, we have a few automated services that email the portal to report issues. The issue here is that some of the requesters are sneaky and started emailing the out incoming email address for SDP and it is opening new requests. I can't block their email address in the spam filter because we allow requesters to reply to conversation that are sent out of the same incoming email address.
Questions on Scheduled Scan
Hi, I have gone through the forums and haven't a definitive answe to the questions below. Can you provide me with same? 1. Scheduled Scan will only scan all listed domains and network ip ranges listed. 2. It will not scan machines that are not on the domain or network range, but have been put in manually and scanned using local credentials, e.g. Linux machines. 3. If I have specified OUs (leaving out specific ones) in my current manually-started domain scan, then the scheduled scan will retain
Service Catalog and Technitians on leave
I am currently configuring the use of our service catalog templates. During testing it was noticed that service requests are being assigned to technicians who are on leave. How do we prevent this.
SR Form Design and intuitive task creation
Hi. Currently we have the ability to add resources providing check boxes and question options in the form design for Service Requests. The resources are useful from a read only perspective however have no intuitive connection to workflow or task assignments. Where tasks are added under the "Workflow" tab they automatically execute if there is a Support Group/Technician pre-assigned to them. The technician (achieved from the "role" based security) view on the form shows the resource options and tasks
IS RequestLink can be open without login ?
Dear ME Team, I want to know is RequestLink can be open without requester login ? Usually when the user got notification VIA email then without login into servicedesk are they able to open their request page which link is mention in notification email ? If yes then pls tell me how ?
Query required - missing work logs on closed requests
Dear Support, Can I have a query to list all closed requests for a named technician group where no work log has been added to the request? Where we have multiple technician groups we cannot make worklogs mandatory, but for one group they need to be - I would like to be able to list all requests where people have forgotten to add them and then get people to go back and add them in. Fields to display in the report: Request ID, Title, Date Completed, Assigned Technician Query for MSSQL using build 8205
free query builder
Hi Can you recommend a free program to PostgreSQL with visual query builder? Regards
query report and graphs/subtotals
How can I get grouping and subtotals on a query report?
Upgrading from 8.0.0.27 to 8.1 error: Data is Improper
Error reads: Migration is not started as Data is Improper. Some of the Products [MS Vista Business SP1] are configured without Product Type, please contact.....bhah blah blah. I've tried changing the Product Type to something else but the error persists. I cannot even delete it because it tells me Workstations reference it even though I can find no such reference.
Revert to standard edition
Hi. Is it possible to revert servicedesk pro to servicedesk standard and how can this be done? Thanks.
Disable Mobile client
Hi Support, Is there a built-in method of disabling the Mobile client of ServiceDesk? I searched and found a similar post from quite a while ago, and it was mentioned that this feature would be looked at in a later release. Has that happened yet?
Change Admin to requester
I have a license for 5 technician licenses. One of these is used up by the built-in admin account, which in my opinion it shouldn't. My account is also an admin account on SDP. Are there any issues if I change the built-in admin account to a requester, so I free up the technician license?
Creating a requester with domain authentication through servlet API
Hello! I try to create requester through servlet API. I need to use domain authentication for requester. http://hd.ds.local:8080/servlets/RequesterServlet?operation=AddRequester&name=TestUser&loginName=test&pwd=&userDomainName=DS&requestViewPermission=OWN+REQUEST&username=ivutin&password=southpark6&DOMAIN_NAME=DS&logonDomainName=AD_AUTH Requester “TestUser” is created. His login is “test”. But domain is empty (string “userDomainName=DS” is ignored). Can I create requester with domain authentication?
About Request SLA
Hi, If we have a SLA for a request, that should work only in Operational Hours. Would the time be on hold while we're not on Operational Hours?
Can you change at what time of day assets are scan for system changes?
Workstations seem to be scanning around 9 - 11 PM, can this time be change and how?
Feature Request - Tying elapsed problem time to a monthly application downtime breakout report.
Sorry for all of the posts. We started using the Problem Reporting module, and our management sees a lot of potential for this. One thing that they are asking for is that when a problem ticket is generated and an application is selected, that there can be a monthly report that gets generated that shows the applications with accumulated downtime for the month. This factors into our performance deliverables for the year. Maybe this can be accomplished by a custom field that you can check off
Service Desk Plus Notifications on Browser Come up with html tags
Hi , Service Desk has recently changed notification output for changes after upgrading to 8207 SDP. For Example when sending a notification it appears as follows in a browser: new change with change id 4000 has been created by UserX. Short info on the change is : <br><br>Title : Upgrade SDP<br>Category : <br>Sub-Category : <br> Item : <br>Description : testing.<br><br>Click for details : <a href='http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000'>http://X.X.X.X:80/ChangeDetails.cc?CHANGEID=4000</a>
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