Work Log
Would like to see the following changes in the Work Log section. I'm not sure how everybody else uses, or how you are supposed to use it, but I use more as notes for the tickets I am working on. More Formatting options Ability to view the work logs without having to open them like we used to be able to do Have the date pre-fill to today's date instead of having to select one all of the time Have the option to include the time taken to resolve or not ability to remove all the options to charge
SDP License Management: Downgrade right
Hi All, when building the Software balance it would be good to be able to enter also the downgrade relations. E.g. I have Windows Server 2012 Licenses, but since I have not upgraded them, the 2008R2 servers are still under license, since I have (in Volume Contract) the right to downgrade. Similar to the minor version joining, it would be good to be able build a downgrade relationship and to assign downgraded licenses. Thanks and kind regards Thomas
The select technician list is blank on request page
Please see the screenshot, the SD admin can see the list, but technician can't.
Problem while discovering the workstation
Hey, I am trying to network scan cisco aironet AP's. They are ssh and telnet accessible so I know the credentials. Though every scan I do gives me the error "Problem while discovering the workstation" and there is no extra error information about it. Can anyone help me out on this one?
User priviledge: "Adding Requester" issue ..
Dears, I've created a new Role named "Operator" in SDP 8.2 , and I'd like to disable the "Adding Requester" function for Operator group's members. For this, I've already un-checked "Adding Requester" box in Advanced Permission for this new Role. When user creates a new Incident request, he still can choose Requester and when he add the incident, the below message is shown : Error Message: "Request does not fall under your permitted scope. So you are not authorized to update the same" The problem
import csv vs distributed asset
what is best, to import a zip file from distributed assets or to import them as csv, and what is the difference?
Error with Group and Technician dropdowns in
Hi - When using IE10, the Group and Technician dropdown lists have all entries duplicated (see attached screenshot). Also, the Group list is unsorted. Additionally, when a Requester is added to an incident, any information selected in the Group and Technician dropdowns is reset. None of these issues occurs when using Firefox. Thanks! Jacob
cost per category
hello i would like to know if i can assign for each item in the category/subcategory a cost cause work log can't give the exact cost for the work done by a technician, for example if a fix needs 30 minute and the technician takes 2 hours he will be affecting work in a negative way while his work log will show good results. hope i was clear.
Scheduled Report for User Logon History
Is there a way to make the "User Logon History by Computers" report to scheduled a monthly report base on "logon or logff" and "last month"? Currently using "Desktop Central 8 Build 80234 PS: i can't locate the "Desktop central" in the forum section, so please do move this topic to the correct one if it is posted in the wrong place. Thanks, Douglas
Service Desk Plus Free and professional do Service Desk. How export incidents??/
We have a version of Service Desk Plus Free installed on one machine and would like to export incidents to the professional version of Service Desk Plus. Version gfree : 8.1.0 biuld 8127 Version professional: 8.1.0 biuld 8121
Unable to paste image in resolution using chrome. 8.2.0 Build 8201
I believe in prior versions I was able to do this.
Feature Request: Increase the size of the Notes window on Requests module
On the Requests module, I have enabled the Notes column so we can easily see which requests have notes. When you click the icon, it opens a small window with all the notes. The window is too small and makes viewing a ticket with lots of notes a little cumbersome. Also, any line breaks that were entered in the notes are not enabled--all the lines just run together in one lump piece of text. When viewing notes where the user entered some steps to follow, it makes identifying the steps incredibly difficult.
bulk attachment
Hi there, This might be useful: allow bulk attachment when attaching documents to assets. this will save us some time if we need to attach several documents to a single asset at once.
Allow technicians to link requests to Projects
It would be great if technicians could link existing requests to specific projects under the project tab. This will allow PMs and service delivery managers to quickly identify all pending requests for a specific projects. In ITIL, a request for service should be tracked as a service request and not necessarily a task. Tasks are great but when a task is assigned to a technician from a different team or a different part of the organization, it should a request and not a task since PMs can't necessarily
Error in upgrade process 8127 to 8200 - Error:ZIP file must have at least one entry
I attempted an upgrade of a new instance of ServiceDesk from 8127 to 8200 and received the error below: Apr 28, 2013 11:35:37 PM [SYSOUT] [INFO] : File added to zip E:\ServiceDesk\Attachments\fileAttachments\Request Apr 28, 2013 11:35:37 PM [SYSOUT] [INFO] : File added to zip E:\ServiceDesk\Attachments\fileAttachments\Request\Feb2013 Apr 28, 2013 11:35:37 PM [SYSOUT] [INFO] : File added to zip E:\ServiceDesk\Attachments\fileAttachments\Request\Feb2013\4 Apr 28, 2013 11:35:38 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil]
Manual Scan of Windows PC will remove all Software (8200)
I am actually reviewing all Machines in my inventory. When I start a manual scan of an existing machine, all installed Software packages are removed from this machine. The normal daily scan does not react like this. In fact this is fatal since all my Software inventory got lost! Kind regards Thomas
DotnetNuke - Service Desk API - Authernicate
Hi, One company has been asking me if it is possible to create a Custom Authentication Provider for DotNetNuke that uses Service Desk Plus. Is it possible to authenticate Requester Self-Service Access Details by passing the Username and Password to the API and if successful return the requester details ? Best regards, Valdi Hafdal URL : http://www.valinc.net Add-in for Support Center Plus : http://www.valinc.net/scp Add-in for Service Desk Plus : http://www.valinc.net/sdp
Schedule Requester CSV import
Hi, I wish to be able to import requesters via CSV on a schedule. I've set the option CSVUserImportSchedule to 'true' in the GlobalConfig table, as per the information in this thread, https://forums.manageengine.com/topic/scheduled-import, but the Schedule CSV option is not showing anywhere under the Admin panel. I'm using 8.2 8200 and have even restarted the server that SDP is running on. Is there something else that I'm missing Adrian
Notifying Technician Template
Hi sometimes replys are not made by the Requester but someone else. If this person replys the technician is not able to see the "real" email adress (name would be enought too) of this person. Is there maybe a workaround for this issue? Regards Julia
Allow a Group of Requestors to Create Purchase Orders
I would like to give Requestors the ability to create Purchase orders. I do not want my IT team to get into the habit of creating Purchase Orders for the entire company. Not all POs are IT related.
Reply form doesn't expand the Description box vertically
Hi there, When replying to a request (both on requester and technician view), the "Description" box is very narrow. When I maximized the window, it does expand horizontally, but not vertically. This narrow view is very inconvenient, especially when inserting some screenshots and need to constantly scroll up/down and the added image can only be viewed halfway due to the narrow field. (full image still visible after posting, not during composing) Is this a known issue?
Bulk closure of Incident Requests
Hi, We have in excess of 5,000 incident requests that are sitting in a 'Resolved' status as opposed to being closed. Has there been any development since the below forum post with being able to close requests on bulk either with or without notifying the requester? Can associated tasks also be closed? https://forums.manageengine.com/topic/closing-multiple-requests-without-notification Thank you.
Request Summary on dashboard
is there any way to make a Request Summary report like the one on the dashboard for a custom timeframe ? need to make one for a hole year with months or weeks as column/dots, see picture in attachments - Cyruz
Annotate assets
There ought to be a way to annotate assets. For example, If i have a laptop sitting in store I should be able to annotate why.
template helps
Hi good afternon: I have a question if I have several templates of the catalog of services and if my users are wrong about the selection of these is no way to change the template? within pueso incidents templates add an approver?
Can I have 3 levels of clients ?
In my company I need an client's arborescence in 3 level : We have groups than contains plants than have contacts who send us incident emails. Does someone knows how can I do, please ? PS : sorry for my english level, I'm trying to improve it :)
Possible to have two inbound mailboxes and separate notification rules?
We would like to have ServiceDesk pull in requests sent to a separate email address used by external customers. We already have ServiceDesk installed and in use by the internal business. We would like to have a sub-department in IT monitoring a dedicated support group and performing all work within the tool. However, we are concerned ServiceDesk will send emails to external customers asking them to 'resolve' a request etc (exposing our internal server name). Is it possible to completely seperate
Notification on reply from technician
Is it possible to reply to a notification and the response be emailed to the requestor?
The select technician list is blank on request page
The technician can't see the list on request page, but admin can.
can I modify view in the survey result page?
Hi there, under admin > user survey > survey result. The subject for each are cut-off;it's like they're hard-coded to display up to 18 characters only. the same thing happens on other location as well but i can't remember exactly which one(s). Anyone knows anything about this?
Amendment to existing query report
Hi there, I currently use the MYSQL report located here: https://forums.manageengine.com/#Topic/49000004996423 The report works very well for my purposes but it adds the timespent to the technician that the job was assigned to at the time rather than the technician who entered the time. Can this be ammended? Thanks, Hayden
Password in SDplus Ent
Hello, How to change default password policy ? When new account createing ... password same as email address .. is it possible to generate password ,.. and do not use email as password ?
Project Management member permission override
when adding a new project I have added all the users as 'team members', I can now not edit the project or even delete it, I am an admin user? Thanks James
After update need a report that shows time spent on tasks not associated to a WO
Some of my techs do research and I need to track the time for them. They currently use the task in v8200 and apply time to them, however I can't seem to generate a time spent for just tasks. Am I overlooking something simple.
Outstanding ticket report
Is there a way to create a report that shows how many outstanding tickets each technician has on a weekly basis for a month? I would want to have this in a timeline format. Thanks.
No new tickets even though fetching is running
Our ServiceDesk Plus stopped receiving new requests since this morning. Fetching is running, sent several test requests, restarted the service and the database, and I restarted the server, to no avail. I tried calling ManageEngine but it looks like they are quite busy as I ended up leaving a voicemail. Any one here have any suggestions?
Feature request: Add Resolved requests to Home page
Hi would it be possible to add the resolved request which is waiting on input of a requester to the home page of that requester? So when a technician sets a request to resolved the requester has to close to ticket by accepting the resolution. At the moment you do see Open Approval requests on the home page. Can we add the resolved requests to the home page as well? thanks
Quiet Add Request
Guys is it possible to get the RequestServlet api to NOT redirect to SDP site?
How to Mark a Normal Change Approval Status to Approved
How do I change the approval status to approved in Manage Engine SDP? We have several change requests that show on the home page as Unapproved Changes. The Change Status is set to approved, but the Approval Status is set to N/A. Can someone please help?
Workstation asset names being appended with _old and _old_1
We have several workstations that are having _old and _old_1 being appended to the name. They look like this: workstation1.domain.net workstation1.domain.net_old workstation1.domain.net_old_1 What is causing this? None of these machines have been removed from the domain, and we perform a scan every other day. The workstations are always put in the "In Store" state, and all the correct hardware information is being populated (make, model, CPU, service tag, etc.). We're using SD+ Enterprise 8.0
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