Import Technicians from CSV
Is there a way to import technicians from a CSV like you can import users from a CSV? I have to add 25 technicians and would like a quick way to import them. Thanks, Jason
Limit No. of Calls Open per Technician
Is there a way to limit the number of calls a technician can have open? For instance, if they reached this limit, they would have to close calls in order to be able to pickup new ones?
ServiceDesk Plus Error
Hi All, I recently downloaded the iPhone ServiceDesk + App. I logged in successfully, but once i logged in, it gave me the following error: 'Upgrade Service Desk Plus to Version 8125 or later to work with this app' ATM within the App Store, there is only version 2.0.1, how am i supposed to upgrade to version 8125? Or Are we supposed to upgrade our Service Desk (web version) to the latest version 8125? Which will then some how allow the App on my iPhone to work? Please advise. I would like to use
Parsing emails
We receive emails from another service system. Is there anyway ServiceDesk Plus can detect the request ID in the body of an email message?
Question about TimeSpent
Hi Everybody We are trying to use TimeSpent part in Requests for our Helpdesk Support Team. They must trace everything they do in each call, with the time spent for each action. Is there a view where each employee can see his own timespent, day after day, and without running a report ? (we don't want to give them access to the report section) Thanks by advance Regards Michaël
Bulk update "Requester allowed to view" value
Hello, I need to set the value of "Requester allowed to view" to "Show All Their Site Requests" across every single requestor we have. Approximately 550. Ideally I could just run an update of the database to set this rather than having to set this manually or write a script to automate the clicks it takes to get this set. Any information you can provide would be appreciated! Thanks!
Request color codes not working
Following the 8.2 upgrade, all subject lines on the request view turned into blue. I noticed the color codes on the request status customization page however those parameters are not working (not affecting the request view at all) Is there anything that I am missing? Best regards
No need to re-approve POs if they're cheaper?
Hello. Sometimes, I have to get a rough or estimate price and enter that for approval. When the real price comes through, it's often lower. But SDP still makes me get approval again, even though the original higher value was signed off. :s Would it be possible to set POs so they do not need to be re-approved if the changes are only the prices decreasing? Thanks.
Automatic monthly backups of SD Plus - how to change backup location
Hi all, I've recently noticed that the ManangeEngine\ServiceDesk\backup directory was quite large. On inspection, found a large number of backup files. These look to be Full monthly database backups. We already have hourly and daily full backups, is there any way we can stop these full monthly backups from running? If not, is it possible to have this write to another location?
Request Auto Refresh
Was the auto refresh removed from requests sometime recently? It's been awhile since I have upgrade and went to 8.2 for the project managment / task changes. We no longer have the auto refresh timer and this is causing some serious delays in our workflow. We have three techs that keep a copy of service desk open on a second monitor and as things come in they see it within 3 minutes and it gets properly assigned. Now, if they are wrapped up in something, they forget to occasionaly flip over
Auto assign technician
Request are are auto assign technicians based on the which support group the techicians belongs to based on load balancing. However @ times request are not assigned even if they are in any of the support groups. How can ensure that any request that comes through is assign to a technician automatically?
Exception while trying to send notification for Request ID : 48412 Mail sending failed.
Anyone know what this means? trying to forward an email from servicedesk to an email address sending to email address from outlook works fine.
Change Subject password changed
Dear support, how could i change the Subject and Onject of the e-mail sent once the password has been change ? Regards. Paolo G
SDP Asset group colum selection for custom fields
Dear ManageEngine, i'm signaling that if you add custom fileds to assets, you cannot then add them in the table view of the Asset groups. You can add custom filed into the general Assets > Resources view. Unfortunately in the general view you can see all assets unfiltered, so it kinda defeating the purpose of groups. Best Regards
Associate Site on Scheduled AD import
Is there a way for Requesters to be automatically associated to a site as part of the Scheduled AD Import?
HOW TO ENABLE ON HOLD STATUS TO BE TRUE?
I want to enable the on hold status to e true thus, even if the agent puts a request to on hold the timer won't stop and escalation flows as normal, how to do it?
Adding technicians as project members
Hi; I'll admit, I feel I am asking one of those: 'like duh' questions. But I want to be able to choose from technicians, as my project members, when I create a project the likely members are already listed as technicians in SDP. Via the online admin help notes for SDP I've found these steps (under Projects>Project Members): Adding Project Member(s) Click on 'Members' tab. Select 'Add Members' link Available Technicians'/Users' List already configured in ServiceDesk Plus would be displayed. However,
ServiceDesk Plus 8201 Released
Dear Users, Hotfix 8201 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 8201 SD-50246 : Description column is added in work log list view. SD-50251 : Unable to login as local authentication when LDAP authentication is enabled. SD-50247 : Unable to search Request work log from global search. SD-50200 : Action button is missing under workstation list view in IE. SD-50243 : Request description
Move Notes to a Tab instead of the bottom of a page in a request
Move Notes to a Tab instead of the bottom of a page in a request. I've used the work log probably how I should have used Notes. Now that ManageEngine changed the way work logs are done, It may be best for us to use notes. I'd rather click a tab then scroll down and add more notes.
8201 hotfix
Downloaded the current hotfix this morning and when I try to update it, I get a compatablity message.
Are reports affected by archived incidents?
Hi I'm trying to run a yearly report to track the number of service requests coming in monthly, by request mode; however the report is clearly showing inaccurate numbers in the early months of the past year. I assume this may be due to archived service requests. My question is as in the title: Are reports affected by archived incidents? and if so, is there a way to run reports that will include archived incidents? Attached is a picture of the report I ran.
Feature Request: Ticket Close
In service desk it would be handy to have a "Save and Close" function in the resolution tab. 99.9% of the time if we are entering a resolution we are ready to close the ticket as well. It would be nice to eliminate the step of saving the ticket then going back in to close the ticket. As it stands there is a "Close and add to solutions" button.
Not all users importing from Active Directory
We have a scheduled import of Active Directory users at 11pm every night. We have noticed that some new users (11) since 24th January are failing to import. This is the error report from SDP. It is the same for all 11 users We have deselected and reselected all AD OU's We have refreshed the OU's We have manully run the importer. We are running 8.1.0 build 8122
Incident additional fields
Hello We use additional pick lists in incident forms. After about 300 items we could not add more items. Any solution? Regards, Ercan AKYAZI
Iphone App Call Requester
I would like to see the Iphone app have the ability to call the requester from the request ticket. This would be a very handy feature, and seems like a pretty obvious one since it is on a mobile phone.
1 comment added to all task notifications
Hi, i have a technician who added a task for herself , she then added a comment to that taks. all fine. she then added 3 different tasks for 3 different techs at different times - these tech recieved the auto email which included the comment that was added to her own task. there is not comments in the actual tasks but only in the email. when i look in the servicedesk i can see the tasks and all are without the comment. has anyone seen this before? thanks Russ
Add User Group/Edit User Group Bug
I just noticed a bug while editing and adding new user groups. Say you want to view the filter(s) set on a User Group. You would click on that one in the User Groups section. You would then see something like this example: Now if you didn't want to actually make any changes, you can either click on "Cancel" or "View List" on the top right. This brings you back to the list of User Groups: The problem I am addressing though, is that when you click "View List" in the "Edit User Group" screen,
Set default domain on login screen
I've read a few threads that talk about Public and Private domains and also Dynamic User Addition to solve this problem but neither work. We have 1 domain and it's Public. Dynamic User Addition is set to Yes. On our login screen users have to pull down the menu to select their "Log on to" domain even though there's only one choice available. Is there a way to set that as a default so users don't have to select it every time they log in? Thanks!
Feature Request: Set project owner when creating a project
We've started using the project management module and it's awesome! One thing that would be nice is when creating a project, you could designate the project owner at creation. Sometimes a project will only have one owner (the user entering the project) and it's a little cumbersome to have to create a project, then go set yourself (or another person) as the owner. Thanks!
adding request via API - No such user is available in specified DOMAIN
I'm trying to create a API for our service desk , when it's a local user creating a request it works fine. If i try using my domain creadentials i get - <operation> <operationstatus>Failure</operationstatus> <message>No such user is available in specified DOMAIN</message> </operation> I enter: Username: first.Last Password: MyPassword Domain: MyDomain I'm working of your example API. If you could tell me what i'm missing or provide any direction it would be appreciated. <!doctype HTML
Alert group members by e-mail when a request is left unpicked in a group
Last week I updated my SD+ to 8.1 Build 8127 and now I don't get any e-mail if an incident is left unpicked in a group. Earlier I could select how long an incident was allowed to remain unpicked but now I can't set the time for it. Is this setting moved och removed?
import from database
hello I've a database for accounting containing all assets with costs and purchase orders etc... how can i import these data or link it to the SDP knowing that they're both using mssql databases
View Descriptions of Category, Sub-category, Items (CSI)
Hi, Is there a way for the descriptions of the Category, Sub-Category, Items be made accessible so Technicians have a guide which one to use? Perhaps a link with to tabular form of ALL the CSI or some text that appears when they select it in the Ticket? Thanks!
Testing enviornment for ServiceDesk Plus
I would like to setup a second SDP System using a unique Microsoft SQL Server database name so that we have a test system where we can apply the patches and updates before applying to the production environment. Does anyone have any instructions on doing so? Can you have the test and production application running on the same Windows server?
Your support workflow
We have used ServiceDesk Plus for quite some time and are curious to find out how other use this great software. What do you do in these situations: - When a supporter has replied to a support request. - When a new support case arrives. - When a support case ended, but not resolved. - When a support case be deferred to a later date. - Keep track of the cases that have the highest priority but still have the cases with less priority at sight.
Change licensing from Enterprise to Professional
Hi, All the while we were using Enterprise Edition, but we were not using all the modules available. Infact we are using Incident Management extensively with Impact, Urgency, Priority and other approval process. What are the major impact if we decide to subscribe only professional and how to fulfill all our existing setup intact. appreciate and advice/comments. thank you. vijay
Reply cc
Hi all, When I reply to a call with a CC, the CC is automatically filled in. I want that the CC field is cleared when I reply to a request?
user additional field
hello how can i change the way additional fields are added for user or technician, cause all what i add are displayed in the personal information section, while i want it to be shown in contact information
8.2 Build 8200 has destroyed everything
Installed 8.2 Build 8200 today and now I can't access anything in SDP. Click on almost any link, gives the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: null, message from server: "Unknown column 'POApprovalDetails.PURCHASEORDERID' in 'on clause'" org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
network discovery
Hello How can I allow workstation service tag, asset tag, serial numbers ,etc… to be collected when scanning windows machines, is there anything to enable in windows
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