Mobile App - Reply
For the mobile app, would be nice if you hit reply, that it automatically populates the requester's email address like the full web version does.
Public and private views for solutions in the customer portal
It would be nice to be able to create public and private views for solutions in the customer portal. It is currently possible to search topics, but it would be handy to navigate through the solutions by using views.
How to resend log in details to users already set up
We have been parrallel running servicedesk with our 'old' helpdesk. All the config has been done, and users set up. We are now ready to roll out servicedesk to selected customers. We have configured the email in the 'send self service log in details' for the customers. Is there a way we can send this out for requesters already created? Or does the email only get sent out when a new user is initially saved (and the 'send email' function is set)? Thank you
Customise the Requester Portal
Is it possible to customise the page that appears when a user logs into Service Desk to log a request (the portal)? Currently the information that is showing has no benefit to the customer. I wanted to hide the solutions information, the 'Whatch this portal usage video' ... and instead include some graphs that is used in the Dashboard... I've looked throughout the admin section of Service Desk but cannot find what I'm after. Thanks Nicola
Inline Report with Resolution Field
Hi Guys, I have a report that displays the resolution of a ticket, we update the resolution to track it's progress. As we add more information to the resolution the formatting on the inline HTML report looks terrible. Carriage returns do not show up, so if we enter: [2-15] worked on a printer driver [2-18] replaced the printer [2-20] confirmed all is fixed it will show up like this in the inline report: [2-15] worked on a printer driver[2-18] replaced the printer [2-20] confirmed all is fixed Then
Software count with a specific department grouped by Site
I need a report to show the information below. If Acquisition and Expiration date cannot be shown that is fine for now. Our customer is really focused on number of license purchased and how many of the licenses are being used and how that relates to how many workstations the software is installed on. Software Manufacturer Software Name Department # of times installed # of licenses purchased # of licenses allocated Acquisition Date Expiration Date Site 1 Adobe Acrobat Pro ARMY
Mark As First Responce
So here's the problem, When people log a calls over the phone, and you are on the "Add Request" mini screen, there isn't an option to log the "mode" of the call as "Telephone" etc... When you have logged a call that came in via the telephone you have already responded to the customer (or at least we do), so it would be great if the system did this automatically if you ticked the "Logged By Phone" etc.. Button... Is this something that I can make the Service Desk do, with like business rules and
Wildcard SSL Certificate
Is there a step-by-step process for installing a wildcard ssl certificate? My certificate is issued from Godaddy.
create a ticket via email
can you provide the some details how user can create a ticket via email on manage engine
Sites on Service Desk
Hi Guys We are running the service desk plus companywide now to run out IT helpdesk We have multiple site offices that start-up and demob all the time, so we made a custom field within service desk so when users where logging a job they could select the site they was at. I see now there is a default field called site - but when a user is logging a job this field is not selectable? I’ve had a look around I know how to populate the list - but not how to enable the box so users can select the site
Nested reply and incident templates
Currently, reply templates are listed in a single, long list in the drop-down menu within the reply window. We have around 30 reply templates, and would like to use more, but it is a pain having to scroll through such a long list. If the reply templates could be nested under sub-folders, that would solve the issue. The same is true of the Incident templates menu. The Service Catalog menu uses nested sub-folders; something similar for Reply and Incident templates would be perfect.
Mail Settings - Office 365
Hi I am trying to configure my mail settings to use an Office 365 account but get the following error. "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." when i try to reply to a request i get "sending notification failed" ManageEngine Service Desk Plus v8.0.0 (free)
Can we change the resolved/completed date on a request?
Hi there, 1st question: what is the difference between resolved date and completed date? 2nd, as the subject says, is there a way for us to change the date? The reason for this is sometimes we create new incident (and close it along with the resolution) for something that happened during weekend or late at night. Therefore when we putting in the record for it, we need to set the correct time and date (for when the incident arise, and when we resolve/close it). When I tried to edit the request I've
Unable to add technician
Hello, I'm trying to add a technicien in my servicedesk application but I have an error. My error is the following :Unable to save technician : Login with same name already exists. Please provide different value for Login Name. I have verify the Login Name and it doesn't exist ! When I run the following request : select a.first_name'First Name',al.name'Login Name',sd.status'Status',sd.userid'userid' from aaauser a left join aaalogin al on al.user_id=a.user_id left join sduser sd on sd.userid=a.user_id
Approval Link
hello i am trying to get the link functionality to work under 'Actions' on each Request you have an option "Submit for Approval" which can be used to send an approval link to your manager from which your manager can see the Request details and approve the Request. i am able to generate the email, but there is no link for a manager to approve how am i able to generate the link? Thanks!
ServiceDesk Plus 8123 Released
SDP 8123 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Note: The 8123 PPM can be applied only over 8121. So, users who are in builds before 8121 and willing to upgrade to 8123 should come to 8121 first and then to upgrade to 8123. Below are the list of Issue fixes and features. Issue fixed in 8123: SD-48675: After selecting the requester in the new incident page, the technician list becomes unsorted. SD-48110: OS Version
Requester's asset
Hi, I've a question about requester's asset. When I was edited existing ticket and tired to change requester name. The asset doesn't change follow new requester's asset. I have to manual change by myself. I'm not sure is it a bug or software designed? But I noticed that it should automatically change. Thank you, Sakarin
Logo will not change
I searched and did not find an answer to this one... We have 2 licenses for ServiceDesk Plus (for 2 separate projects). We were able to to change the logo on one and add our own to the log-in screen and top left corner of the app. But on the second one, I've added our logo in the settings, but it simply will not update in the software. Can someone please assist with getting our logo to update into the software? Thank you Dave
Multiple approval stages for service request, when added from 'actions tab'.
Build: 8114 Enterprise Edition. Scenario : With the inability of resources and small end user group, We are planning on just having one template for service request. The approvals for the SR will be added once the it has been raised. At this point from the 'actions' we can set multiple stages of approval,which is fine and the way we want it. But once the stage 1 approver has approved his/her SR , the technician will have to go the sent to the second approver. Is there a way where the system will
Request Approvals not showing correct status
I have a request sent out for approvals Two approvers have responded and denied the request. The approval Icon from the main screen DOES not reflect this. PS. I am still waiting on answers for two previous issues dealing with software licenses. Would appreciate some response Karen
2 different ServiceDesk facing off
Hi there, Our ServiceDesk is communicating with another ServiceDesk from a different company using Trouble Tickets/Incidents/mails. The problem is, when there is an incoming email from that other SD, it also has the ticket ID in its subject, with the value ##TicketID##. As per default, SD will try to add the incoming email, which has been fetched, to the appropriated Ticket/Incident with the specif ##xxxxx### ID. This will results, that incoming emails from that other SD, will be merged to existing
Set up SMS Service in ServiceDesk
Hi, There is a question about setting up SMS Service in Service Desk and what service does it need? GSM Service? Bulk Service? or any other service? Could you please help me in this case? And is there any way to send a sms to users while there is a reply to their task? Best Regards
Searching for users. (Eval Question)
Is it possible to search by username in ServiceDesk to find what machine a certain user is using for remote control purposes? We currently have this capability with our current asset management system and have found it very useful.
Assign tickets to Support Group via email address
I've just inherited the role at an organisation looking after the administration of the Service Desk implementation. One of the first changes I'd like to make is changes to which groups are assigned tickets based on the email that a request is sent to. I've found 2 options that appear will assign the ticket to each group based on the email address, but unsure what the real difference is and what option is best if they are in fact different? 1. Assign an email address to the properties of the Support
Change Module - Alternative Ticket Closed Status
Hi, I would like Change Tickets to be able to be "Closed" with a status other than completed; ie Abandoned or Cancelled or Not Successful (Rolled back) Currently when you close a Change Ticket it sets the status to completed, but if the change was abandoned (or any of the other options above) it was not completed. I could delete the ticket, but this does not allow me to then track the number of changes not implemented. Is there a solution to this already? if not, can this be added as a feature request.
Stops users e-mail in requests
How do we stop users from e-mailing requests into the service desk? We expect users to login to the portal and based on the category they choose depends on which users get the requests. When users just e-mail it goes to a pot and we want to reject these as they have no category, we would also like a message to go to users stating this. Thanks
Manage Engine not starting
Hi There We are using SD plus paid over 2 years and now it won't startup after adding SSL certificates. The log file says below. I tried to run the run.bat and had no luck. [14:48:22:319]|[02-11-2013]|[SYSOUT]|[INFO]|[19]|: [JBOSS] PoolTcpEndpoint: Reinitializing ServerSocket| [14:48:22:319]|[02-11-2013]|[SYSOUT]|[INFO]|[20]|: [JBOSS] PoolTcpEndpoint: Endpoint [SSL: ServerSocket[addr=/0.0.0.0,port=0,localport=443]] ignored exception: java.net.SocketException: SSL handshake errorjavax.net.ssl.SSLException:
Change Request automatically to PO
Hi All 1-is there is any way to change Hardware request to PO automatically? 2-is there is a way to send the PO automatically to the Vendor after taking the approval ? Thanks for your usual support
Configure DB
could i configure MSDB in trial version??? or it's onley for registered versions???
mail server outgoing settings
Hi there, Here's the what happened. We set the outgoing mail settings as SMTP port 25 with no authentication. sending notification works. Then we create a new user in Active Directory, followed by a mailbox for it on our MS Exchange 2010 server. This is to set the incoming settings as IMAPS (TLS enabled) on port 993, using username as domain\username and password of the newly created user. The settings works (at least there's a note above that says so). Now, we thought: "why don't we secure the outgoing
Report SDP status "Pending" for xx days
Hi, I need a report that shows me the tickets the previous month that were more than xx days in the "Outstanding customer", "Outstanding Supplier" and "Open" for a specific support group. Required fields are in the same order: Ticket ID (With link to SDP. Only is possible) Creation Date GroupName Technician Requester Title status MSSQL Thanks, Mauricio
Can't select remote desktop tool from dropdownlist
Hi, I've a problem with select a remote tool from dropdownlist. It can't select the second item in the dropdownlist. It always disappear when I tried to drag mouse cursor to it. I'm not sue is it a bug? Please could you help. Thanks, Sakarin
Service Catalog: Need to have option for Requester to set Item, but NOT the Category or Subcat
I'm in the process of building out our Service Catalog, and I'm building the simplest of forms for problems with a mouse or keyboard. With a bunch of coffee drinkers who like to spill coffee onto keyboards for some reason and mice that have issues, it's a high ticket generator. Anyway as I build out the catalog I want to assign a Category, Subcategory, and Item to the ticket. Our end users don't want to wade through the Categories, and they will get lost in our Subcategories, so I want to lock those
Auto assign a request on closure?
Is there way that when a request is closed, the technician who closed it is automatically assigned to the request? The problem we have is that a technician has to pick up a request, the screen refreshes and the request is now assigned but lost the tick to select it, the technician now has to re-select the request (or requests) and close them - this can be time consuming and tedious. In our previous help desk (Sysaid) a technician could select a number of requests, assign them and close them in one
Software By manufacturer report (By site or department) ??
I am gathering inventory details (hardware and software across a number of sites on my WAN. Using the report 'Computers by Domain' I am able to selectively report from within my collective inventory by site or department for hardware details. I would like to be able to do the same for software, but the @report by manufacturer' or 'Software Reports - purchased vs installed' do not appear to give me the option to selectively report on the invetroy information gathered for a single site on my
Assign Group and Technician dialogue not closing.
ServiceDesk Plus version 8.1.0 Build 8123 When selecting ASSIGN -> ASSIGN a popup is displayed "Assign this request to a group/technician" After selecting the technician and then clicking ASSIGN the popup doesn't close, it stays on the screen. Is this a bug?
Query for Opening and Closing tickets as well as adding notes?
I have a customer ticketing tracking system I have developed myself. I want to allow users to reply to a ticket, which will add their reply in the notes section of the ticket in ManageEngine Servicedesk Plus which our Techs use to work tickets. Also, if the ticket is closed I would like this reply to open the ticket back up again. I have tried running Insert statements to the notes table only for it to show it was successful and the record as being there (in the DB) but then it disappears (the note
Build Update Email Listsrv
I would like to be added into the list who get email when a new patch is released which usually has the information about bug fixes and new features.Instead of checking it on the website. Thanks
Removing Fields From Purchase the Order template
Hi, I Am new in modifying filed in Purchase order Template, i just want to remove some fields related to Tax, GL, and so on... also i would like to adjust the spaces between some fiends, is this possible ? thank you.
new user can create his account in manageengine servicedesk
Hi Team, I am setting up the Free of the Helpdesk Standard (SLA) , I want Know can we enable new user self log in on manageengine service desk portal for request. I am using manageengine service desk in work-group environment . for example : I am a new user and i don't have log in id of manageengine service desk portal. can i create my own log in profile in manageengine without administrator help .
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