Meaning of Time Elapsed?
Can anyone please help me to get the Meaning of Time Elapsed? Some of my tickets are showing Time elapsed = 0 Hours --------------------- Rajesh Singh
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
SDP on Win Phone 8
Hi - Just picked up a Lumia 920, running the latest build of Windows Phone 8. The standard mobile client seems to work OK, but there's a bug in the full client that prevents it from being completely usable. The request tab will load fine. However, the drop-down to select "All Requests" or "Pending Requests" etc, does not work properly. Essentially you cannot scroll the drop-down to select any setting that doesn't show when the drop-down first comes up. When you try to scroll, the drop-down does
Implementation service catalog in service desk plus8.1
hello I want to Implementation service catalog section in manage engine service desk plus8.1 and i really need a complete sample of implementation service catalog in service desk. I want to implementation It services and business services. and i have a second question: can i use another services in one service?? For example in one business service i want to use another two business service and i want to report from them. Totally,what is the meaning of service in ITIL and how implementation services
Date/Time Stamp
Is there an easy and faster way to enter date/time into the body of the description besides typing it in? I could create a macro with another program to use for this, but it would be nice to have a button that did that for you.
Help with custom templates
Hello, First of all, thanks for your nice work. Here @ work, we are using SDPlus for incidents managment. We have created several custom templates wich work great. But, let'm imagine the following scenario : A customer calls us and talks about his problem. Here, we create an incident with the template "A" But, during the call it appears that in fact the right template was "B" If the agent changes the template from "A" to "B", everything that was written in the Description field is erased :/ Is
Not able to open/view attached documents when sent PO approvals
When sent an approval for a Purchase order the user is not able to open any attached documents via the approval email sent or on their web portal home page. Version 8.1.0 Build 8106
Export all ticket data and attachments
Good afternoon, is there a way to export all ticket data and attachments from the system into something that can viewed outside of ServiceDesk? We're using SQL Server with Service Desk Professional Plus.
8.0.0.27 to 8.1 update error: Data is Improper
I'm trying to run the update from 8.0.0.27 to 8.1 but am getting the error : Migration is not started as Data is improper. Some of the ProductType names are empty sring. Please contact the Service Desk Support team. I saw another post similar to this and ran the queries for component type and definition and have attached the outputs.
Dashboard "This Month" report listing Monday in previous week
I've seen this reported in the forums previously and the only suggestion was to check/change the "Start of the week" day in the Self-Service Portal settings. I've chosen both Sunday and Monday and it doesn't fix the issue. The Dashboard "This Week" and "Last Week" reports both work fine however, it's just the "This Month" report that for some reason includes Monday's tickets in last week's column. Any suggestions?
Scanning VMware Hosts
How do I go about scanning an ESXi 5 host? The admin guide says you can do it but doesn't actually show how? What's required on the host side?
Service Catalog issue
Hi, my company is currently testing out this product and I am trying to create a few "Port Request" templates in the Service Catalog. The problem I am running into is that admins can see the second template, "Port Request as a Standard Ticket" but the regular users I created cannot. They only see the first one. The template is enabled. Is there some other place that needs this enabled so regular users can see it?
Contextual search for requesters
Hello. How can our requesters make contextual search by request's descriptions using search box on the left sidebar? In technician interface we can searching by description, but under requester's interface are able searching ONLY by Solutions Keyword. Is it possible to find requests if our requester does not remember, what he write in the title of request? In this case spot search does not help. Please help to find the solution.
Conversations
When a user fills out a a service desk "ticket", an email is sent to the technicians via Outlook. When inside the service desk ticket, you can reply to the user, that will then be sent to the user via Outlook. If the user replies to the service desk email, the reply will not show in the conversation list. How can we get it to show in the conversation? Also, How do we set up the service desk emails to be sent to more than one technician? Thanks, Ashley
Clean up or synch Requesters in AD
Is there a way we can sync our requestors with Active Directory? I have a bunch of old requestors in Manage Eengine, I know we can import the users but I would like to mark them to delete or inactive or something if they are not found in Active Directory? Is this going to be possible in the future if it is not now, or even cync to a distribution list that we maintain in AD. Thanks for any info Kevin Hardy
SQL 2008 R2 Supportred?
I see other articles talking about using SQL 2008 R2 but the answer always says 2008 not R2. We are running build 8121. Can we move our Database to a SQL 2008 R2 server?
Cannot find Desktop Central server settings tab
Hi in order to link Service desk plus and Desktop Central, according to the page on generating an authentication key you have to go to admin > general > desktop central settings on SDP (I cut and pasted the text from it below). I can't find it in our SDP general settings (please see screenshot). Does it need to be enabled somewhere else on SDP? please advise. We have SDP Standard 8.1.0 and Desktop Central 8.0 build 80035 Please let me know Regards, Kahthan Login to the ServiceDesk Plus console Click
Searching requests is slow
Using SD+ 8.1.0 build 8109, searching requests takes upwards of 15 seconds to respond with results. We're currently approaching 95,000 tickets in the system, however, we've archived requests before 2/1/2012. Is this normal behavior, or is there something we can do to speed this up? SQL 2008 back-end.
Minor bug - task variable
I was having an issue that when tasks were assigned, sometimes the link that was given went to a 404 error. I realized that for some reason it was putting http://servernamehttp://servername in the actual URL ... instead of just once. (Display looked correct, but if you hovered over you could see where it was actually trying to go. I checked the $TaskLink variable in the template and it looked fine, but just for fun I deleted it and tried to choose it again. When I clicked on the "Link" content variable
Survey email subject and welcome message
Hello, we activated the survey since few days and realized that the "welcome message" text is used not only in the survey page but also on the email subject sent to our customer: Is there something we can do to have different message on email subject and survey welcome message ? Note: we're using SD + 8.1.0 Build 8121
Pass through not working
I'm having troubble with Pass through auth in build 8116. It worked for a short period but now it stopped. No errors are displayed, i just get to the login page. SSO log says: (I'v changed the ip,domain and username.) 2012-11-07 10:31:08: HttpSecurityService: C: GET /ntlmv2 2012-11-07 10:31:08: HttpSecurityService: isProtected=true,token=false,passwordCredential=false,provider=false,isLogout=false,isAnonymous=false,connectionId=123.123.123.123:51090,authContexts.size=0 2012-11-07 10:31:08: HttpSecurityService:
Business Rules to be run after request re-opened upon receiving mail from a user
Hello. I see business rules can be run when creating and/or updating a request, but the act of re-opening the request upon receiving an email from the user is not considered "Editing", and business rules are not applyed. Is there a way to apply business rules also in that case, just as in the case as request being edited? Thank you. Federico.
ServiceDesk Plus iPhone App Approvals
I would love to be able to accept/reject approvals from the app. We travel a lot and the ability to accept/reject approvals from the app would speed up our internal processes tremendously. Thank you,
Technician cost calculation
Hi, I've come across a slight flaw when I began to add time to cases, and although it's hardly a major flaw it still bothered me a bit as I had to do a bit of extra work. The problem is that when I enter time on a case and press enter without clicking anywhere else before it, it fails to calculate the cost and merely shows the cost as "0.00" while the added time is correct in all other aspects. So sometimes when a technician is rushing a bit it's not certain that the cost gets calculated properly,
Link on Request ID
Dear, I have following problem: If I create a custom Report then exist an link on Request ID, but if I create a query report then isn´t exist an link on Request ID. See following: Custom report Query Report Thanks in advance!
Software metering??
Hi, Can you explain how dose software metering work? I'm left it scanning everyday but software usage still show "Not Known". Should I have to do to make it work? Thanks, Sakarin
SLA SDP with additional field of applicant
Hi, You can add a new SLA according to the information contained in an additional field of applicant? Thanks and regards, Mauricio
Notes
I would like to be able to edit color of font in note fields.
Business Rule
Hi, I want to create a business rule which I cannot find it through Service Desk The process is like below: When a new request arrives from "IT" and their Service Catalog is "Software" then it need "User1" approval to process these tasks to the required technician. I can set the 2 first item but I don't know how to set the approval part. Could you please tell me how can I set this process? Best Regards
Add Request Subject Line to Task Details
While the link to the request is appreciate in the task details list, the subject of the task would be very helpful. Is there a way to show the request subject line to the task details?
build 8121 - E-mail this note to the technician field greyed out
Hello, after upgrading to build 8121 we can no longer mark "E-mail this note to the technician" when the technitian is unassigned. Previously in such situation an email was sent to all technitians in the group. Now no one will be informed. How to reenable this feature? Best regards, Michael
ServiceDesk Plus 8122 Released [only EXE/BIN]
Dear Users, SDP 8122 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and features. Issue Fixed: SD-23307: When a requester closes a 'Request' through the link sent via E-Mail, the 'Thank You!' message shown after the operation is always displayed in English even though the language personalized is different. Feature: SDF-48546: Option to configure the top header background and tab colors.
Time reports for change management
Hi folks, We are just newbies in Service Desk Plus and will deploy the tool in a few weeks. In order to establish a reporting we have customized the standard report functionalities for incident management. For change management we recognized, that there are not really useful standard reports for time spending (at least for us). I'm focussing on the automatically logged time entries by the system itself, not the manual time spent fields like in the worklog-entries threat in this forum. Have anyone
Service Desk Plus Standard Edition + Asset Feature
Hi, We have recently buy the Service Desk Plus software Standard Edition. We just want to have the Asset feature but we don't want to upgrade to the Professional version as it is very expensive. Is it a way to have a standard edition and buy the Asset feature ? Regards
Set permision in problem tab
Hello, how to set permision for sub category in problem management ? suppose that we have 3 sub category and we want each user view own category... I can do this in incident tab but in problem tab i cant... please help me.
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
Incident - Additional Fields SDP
Incident - Additional Fields Is it possible to add a text field with case-insensitive restriction? Thanks, Mauricio
Scheduled Reports SDP
Hi, Is it possible to send more than one scheduled report in one email? Thanks, Mauricio
Failed to communicate agent
Hi, With the ManageEngine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the ManageEngine service on the PC is running and listening on port 9000. I can also telnet to this port on the affected PC. Agent software is up-to-date also. Anyone know how to solve this issue ? Regards
More scheduled Reports in one E-Mail
Hi, is it possible to have more scheduled reports sent in one Email. At the moment i have to generate for each Report one Scheduled Report that is sent to me via Email. Something like a Dashboard or selecting which Reports should be sent via Email would be good to have. So at the moment i have 6 scheduled Reports per day and i am getting 6 Emails at the same time. One Email with all these 6 reports would be better solution. Thanks. Florian
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