Time logged on tasks does not appear on reports
Hi all, We have just upgraded to SDP 8.2.0 build 8204. We can now log time against a task as well as being able to log time against a request. When we log time under the work log tab of a task, it also appears in the work log section of the request. However time logged against a task does not appear on time spent reports. Is this a bug, does anyone know how to resolve this? Thanks
Technician security roles
Can you add a row to the role based security definition for "requester"? It would be great if technicians could maintain user fields! The only way to do that currently is to make them an admin with "God" rights.
Change to AD Import OU's - impact on Technicians
Hi, Currently our AD import schedule appears to target the root of our domain. As such it imports all the disabled accounts which are kept forever in an OU separate from our Live accounts. Naturally we do not want these so I wish to alter the query by using the 'Import Requesters from Active Directory' function and selecting only our Live OU. I understand this will repopulate the Requesters but will it also trash my Technicians statuses? Further will it then perform the same query on the schedule?
Technicians Missing Their own Tickets
I have a handful of helpdesk guys who work in ServiceDesk groups so they have "Technician" rights in the Services Desk. These same guys enter personal tickets within the Servicedesk to other groups within our company for help. How do they view the tickets they personally created when they dont have access to those groups. When a non technician logs into the service desk they see all their tickets on the front page and can view /edit them etc. When a technician logs in they see the technician page.
administration AD for full export information to serviceDesk
Hello, What attributes in AD conformity attributes in SD in section "assets" (if i change workstation for view) - User - Department - site
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox
Using exchange 2007 and service desk 7022. Do you get this error FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. During or after a migration to exchange 2007. Go to the exchange server and then exchange management console, then server configuration, client access. then right click on imap4 properties, then authentication. select plain text logon. (first Choise). then restart the imap service in exchange.
Customer/client portal
New to SD but I am having trouble understanding how the customer/client portal is established, what information (URL) do we give the customer to enter their own tickets. Right now it looks like we have to build them with an account to enter a ticket - not what we want. Can someone push me to the right information on getting this setup properly? Thanks~
Status is changed in resolution containing an image
Hey, We have a little problem with the status field. If we add an image to a resolution (paste the image), the status is changed back to "Assigned" after clicking on "SAVE" even if we are saving the resolution with status "Resolved". Why is that?
Upgrade
Your Version : 8.1.0 Build 8107 Latest Version : 8.2 Build 8205 I wish to upgrade my install of manage engine to the latest, and also change the server its on Current setup : windows 2008r2 / MS SQL 2008 backend, running Manage engine 8.1.0 New setup : Windows 2012 / MS SQL 2008 backend, running Manage engine 8.2 x64 what are the steps i need to take to do this upgrade?
New User through AD
Hi, I am using Version 7.0.0 Build 7022 Service Desk. I want to create a new technician from Active Directory, but if try to import from Active Directory my complete list of users will be replaced. Is it possible for me to import just one user? Please advice. - Nads
Cannot run Import from Active Directory on Google Chrome
As of recent, I can't run Import from Active Directory on Google Chrome. This is what the manual import looks like There's no box for me to enter any usernames.
Configuration checklist
Hi guys, Is there a configuration checklist available for implementing ME? I don't want to reinvent the wheel and we're upgrading to a clean new version of ServiceDesk Plus. Cheers, Amy
First Call Resolution - Calculation
Hi Users, We are getting frequent requirement from our customers to support First call resolution (FCR) option for Requests and to generate reports based on it. Wish to understand how FCR can be auto determined. Below are some of the ways where FCR can be set automatically : - When request is created in closed status - When no Reply has been sent to Requester and the request is getting closed - When only one Reply has been sent to Requester (apart from any automatic mails) and the request is closed
Help needed - walkthrough of how to process a job
Hi guys, We have been using ServiceDesk for a while but are still a little new at getting the process correct for managing a job from start to finish. at the moment, a case comes into our unassigned cases, an engineer picks up a case and does the actual work. They then goe back and fills out a work log at the point of closing and resolving the case. Is this the best method for working on a case? Can someone give me some examples of how your technicians process jobs within your company? I just
How to insert image to richtextbox from clipboard
When I write description of request or set new item in knowledge base I need to insert image from clipboard, but now I can insert image only from file. So I need to save image in some image application (like Win paint) and after that insert image from file. I tried copy-paste but imege don't insert. I need to insert image faster than from file. Can you put some button to richtextbox that help to insert image from clipboard?
Mail Fetching
Hello. Is it possible to make it so that the answer was added to the application, even if the email sender has not been found among the email addresses of users? Now if the address is not found email is deleted from the mailbox.
New and Resolved Ticket Dashboard?
I'd like a dashboard (not a report I manually run) that my boss could pull up at any time and view the total number of opened and resolved/closed tickets. Currently the dashboard only shows closed tickets, which is pretty discouraging when you resolve 15 tickets in a day and have to wait a few weeks for them to be marked as closed. Is there a dashboard like this already? Or an easy way to make an automated report? (I'm cool with using APIs if needed, but would prefer something built-in)
migrate tickets from one daabase to new one
Hi there guys, Wondering if you could help me out here. I currenlty have a servicedesk system on a server(sql on box) and i want to install a new server with servicedesk (sql on box) on it. I have a requirement to retain all the ticket information from the one system to the new one... Does anyone know the best way to approach this; if anyone can direct me to documentation that would be great too...
IT Asset Network Printer Error Information
Dear Support, We tried using the network scanning for the printer and for few of the machines we were able to capture the information but in the details we found the below information. Kindly suggest what the error could be? Thanks
Importing assets in to Servicedesk Plus 7 Enterprise
When importing assets from a CSV in to the workstation area of servicedesk the imported "Manufacturer" goes in to the "Service tag" field and the imported "Service tag" is dropped altogether. This seems to be a bug. Could it be added to the list of fixes please?
Additional field DATE type value cannot be deleted
I created a Incident additional field with type DATE. Once I enter a value, I cannot delete the value - I can only change the date.
SLA violation email notifications to the assigned technician
Hi team, I know you can configure escalation levels to warn particular people when SLAs are due to expire or after they have however is it possible for ManageEngine to email the assigned technician to remind them the SLA is due to expire? Amy
SLAs and notifications
Hi, I'm hoping someone can explain this to me. I have an issue with SLA notifications not being sent at what I think are the correct times. I have a test SLA setup with the following conditions: Rules Set: "Requester Name is <test user>" Any request matching the above rules should be responded to within 2 minutes Any request matching the above rules should be resolved within 3 minutes Response time Enable Level 1 Escalation ON, set to Escalate Before 1 Minutes Resolution time Enable Level 1 Escalation
ServiceDesk Short Comings
I have been testing out Service Desk for a few days now. I have found it lacking in a few areas. Now perhaps I'm missing something, if so please advise. My environment is simple. Four techs and no budget. My goal is to get some stake holder buy-in to add some functionality of the Support Center solution and keep it all within a single system. That way I should be able to secure funding. Right now I'm testing Service Desk on a Windows server. I have also tested the install on CentOS connecting
customizing report
hello i need to customize the report form or template when exporting to excel or to pdf so how can i do that
disable Request Closure Details
hi have can i disable the "Request Closure Details" i dont use it and i dont want to see it in the detail of problem have can i do that ?
Using HTTPS protocol with a Comodo wildcard certificate
Hello! I tryed to run ServiceDesk Plus as a HTTPS Service using a Comodo wildcard certificate. I found service desk installation guide but it became outdated. I made step 1 and step 2 according the instruction, but in step 3 I faced a problem. How to install Comodod Certificate is described on page 40. I didn't find all certificates, that needed to install: UTNAddTrustServerCA.crt, ComodoUTNServerCA.crt, essentialSSLCA.crt on web page http://www.comodo.com/about/comodo-agreements.php. It isn't using
Multiple Assets in incidents
I think it would be very helpfull, when requesters would be able to select multiple assets, because the customers don't realy know which of their components has an error. It would also be nice if you would be able to show fields of the selected assets in the request/incident. kind regards Thomas
Help with query report
Hi, We have created the below new query report, which runs ok, apart from the 'Overdue Status' is always blank? Can you take a look and let us know where this is going wrong? We are using SQL Server 2008 & build 8125 of SDPlus. Thanks SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",rtdef.NAME "Request Type",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester",pd.PRIORITYNAME "Priority",longtodate(wo.RESPONDEDTIME) "Responded Date",longtodate(wo.COMPLETEDTIME)
Workflow
Dear Support, i want to ask if there any plan to implement advanced workflow feature in the ServiceDesk Plus to customize it as business need. i tried one of our workflow and i asked your support but unfortunately we implement it partially . Regards, Samer
Log incident/request against CI item
Hi team, I'm struggling to see how useful the CMDB module is in ManageEngine aside from having a list of CIs to piece together an environment. Can CI items not be added to incidents and service requests if jobs are raised that affect them? We're using: Your Version : 8.2.0 Build 8202 Amy
how to synchronize servicedesk plus in two domain ????
Hi guys I am a network administrator in a big company in a our country & we have a 5 building & one parent dc & 4 child . how do i can create a report & synchronize in all ServiceDesk plus domains ??? Please Help me
Add new asset
Hi all, I am trying to add a new asset from Asset Tab -> left panel - Asset -> IT Asset -> Printers ->. When I select “New” (see 1st screenshot in the attached file) I receive this message(see the 2nd screenshot): <Error in componentVendorFormUnable to get value of the property ‘node Value’: Object is null or Undefined>. Thanks for any help
Checkboxes in Incidents and Requests
It would be very very helpfull, if you would implement Checkboxes to the additional fields. I know this request was pretty often asked for, but hey it can't be that tricky to add just checkboxes as additional fields for incidents and problems. The checkboxes in Servicerequests are not enough, cause it is not checkable with businessrules. Kind regards Thomas
Business Rules and additional fields.
Hi, I found that there is no possibility to fill additional fields via business rule. You should add this feature in the future to make the process to be more automatic. My example is that I have requests created by HR department (in case of hiring new personel) in automatic process. What i need is to fill additional fields like name, position, standard privileges etc. of new employee to easy make reports of reiceived permissions by specific person. Now i have to deal with decision if it will be
ServiceDesk Plus 8205 Released
Dear Users, Hotfix 8205 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8205 SD-50683 : After 8121, some of the Preventive Maintenance Task schedules get changed to one time schedule has been fixed. This issue happens only for the servicedesk plus installation uses MsSQL and PGSQL database as back-end. Note : The task schedule(s) which is changed to one time schedule will not be recovered
Iphone App - permissions
When trying to use the Iphone app of service desk plus i get the error Technician does not have permissions to get the filters for request -. I have SD-Admin permissions so I'm not sure why i don't have permissions. I'm on build 8.2.0 8200
Removing Purchase Order Approvers
I just noticed that we have several former employees who are still listed as Purchase Order Approvers. Since they are no longer technicians, there is no record to unselect the check box from. Is there anywhere in the system we can go to delete past PO approvers who are still showing up in the list?
time spent report
hello i would like to get a report containing the request id and some information about the request (requester, category, site, subject, technician) and the time taken to resolve the request in hours
comments report
hello i need to make a report containing request information plus the comments
Next Page