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
Service Desk Plus backup question
I would like to confirm in terms of backups if we can disable the backup jobs that are scheduled in ME and simply run SQL DB backups from our SQL servers where the ME DB’s are stored. Or if not, do we just backup the backup folder on the ME server and do not need to backup the SQL Servers DB?
Business Rule
Hi, I'm testing the service desk functionality. Regarding the business rules I have read that they are site specific. But I have a doubt: I have different sites I have specific teams for every site, but I have some teams that are global, then I want to create a business rule that runs for all the sites, with that rule I want to assign the tickets based on certain category to a global group. I'm able to create the rule at the default settings (Bussiness Rule for) but it seems that it doesn't run;
What custom workflows are available in the change management module?
Hi, I am new to ManageEngines' servicedeskplus and am just looking at the change management module. It is good as it stands but i want to be able to add a few custom workflows, i.e. if the change state is = x then send notification to Y. Or if all approvals = approved then change the status of change to approved and so on and so on. Is this possible and is there any documentation on how to do this online? thanks
Picture file as part of email signature
Hi, I would like to check if there's any possibilities to add in pictures into the automated email notification from SDP? I notice there's rick text (HTML) option, but when I choose to paste in pictures, it did not show. Can anyone help?
Template Form Designer
Hello, I have a few questions about the template form designer I would like to create a template form with simple drop-down questions which guides the user through the information gathering process for a service. The resource info fields work well to accomplish this. But i have three questions -How do i have the resource info questions added to the form designer show in the requester view? Thus far only technicians can see. -Can the description field be removed in a template? -If not,
Import All data of workstation
Hi, I recently export the data from Assets => workstation. Now while I uploading from CSV file. we are unable to upload all the data which I export. And there is less filed in Import page. Please help me out For better understanding screenshot and import csv file is attached hereby. On screenshot you can see there Keyboard Type field is present but there is not field keyboard Manufacture, Keyboard Serial Number, Mouse Serial Number, Monitor Type, etc. Please help me out, how upload whole data at
Closed by technician in a period
My boss wants to extract the number of tickets closed by technician in a period. How should I proceed ?
Time Parameter for Business Rules
We would like to see a time parameter added to the business rules. As we are a 24/7 shop we would like to be able to set some rules to run only after business hours to handle certain types of requests.
Contract Module Permission
I would like to expose the ability for our techniciaions (non-admins) to be able to add/edit contracts in the ServiceDesk. If I go to the role that our technicians are assigned and add Full control, they are still unable to get the "New Contract" button to show up. Is this a bug? Am I missing something? Kevin
Unable to start
I have installed manage engine service desk plus on windows 7,but i am unable to start the server. In command promp,i typed cd c:\manageengine\servicedesk\bin then run.bat . it says could not find c:\manageengine\servicedesk\bin ,although it is there then it threw an exception,could not create connaection.pls see the uploaded document pls help
Remote Asset Explorer Servers Unable to start
Hello, Please three of our remote asset explorer severs are not coming up after launching the application it get stacked at the application layer with ".................." following. Kindly assist in resolving this issue. Regards
Changing font size on auto notification email
Is there a way to change the font size on auto notification email? Thanks,
HOLD STATUS
concerning the hold status..can i create a field and make it mandatory to full in information when ever the status changes to hold?? i dont want the technician changing status to hold and stop the clock all the time..i need them to state a reason for puttin it on hold..must be mandatory
ManageEngine to automatically fill in job details from request email
Is it possible for ManageEngine to automatically fill in the request form from information from the request email?
Email replies to Notification email
Hi, at the moment if the technician assigned to a call is SD+ replies to notification alert from SD+ about a call assigned to them, SD+ will log it as an email from a requester in the conversation however the reqeuster is never notifed. Is it possible for SD+ to detect the email is sent from the technician assigned to the call and forward it to the requester as if the technician had used the reply feature in SD+?
How to disable the report scheduler?
How can we temporarily disable the report scheduler without removing all scheduled reports?
Single Sign On
Our setup consists of internal AD users who need to use Single Sign On to access service desk and also there are external customers who are not part of the domain. How do you setup the login for external customers who are not part of the domain to log in without going through the hassel of choosing options> Local authentication. They should be able to log in simply with the username and password generated by the system which is mailed to them. Is there a way to do this..keeping SSO on for internal
No text or tag search! Cant cusomize alerts!
We are using ManageEngine Service desk for a few months and our requests for information never receive any response. I am surprised for LACK for some simple things in self help portal. 1. If I wish to SEARCH all my requests (any status) with a keyword or tag - I can't do that! I can only filter the search by status and then only search handle I have is service id - which is almost not useful. 2. There is NO WAY to customize the alerts that come by email. The subject line and body can't be customized
Asset won't get imported into Service Desk
I have installed the .msi for the asset explorer agent on a laptop in our environment. For some reason, the asset does not want to get imported in the list of other workstation assets. In the past we have been installing it from group policy which has been working on machines up until this certain device. I see the application installed on the workstation but I don't see it in the list of devices under the asset tab. Not sure why.
Customize Often Used Request Templates with Custom Fields
I have the task of setting up our Request Templates in SD+, and I've come across one type of template that I have seen mentioned often elsewhere in this forum. Setting up new employees is something all of us have to do regularly, and I think most of us have some type of check list of tasks that go with it. It would help greatly to have that checklist embedded in a Request Form. (Yes, attaching a document to the request is an option, but not a great one.) While I can add Custom Fields to the Request
Project Management module question
Hi. I have two questions regarding the final release Project Management module; Will we be able to link Requests and Problems with Projects, the way that you can currently link changes to a project? What is your projected release date for the final release of the Project Management module?
Average intervention time report
Hi to all, I'm just a newbie with ServiceDesk, recently installed on my enterprise, and now I'm trying to configure some reports to view some request statistics, and I don't know how to create a report based on the average time of resolution. My requesters are enterprises, so they call several times a month. I want to see last month requests ordered by requesters and the average time of intervention until resolution. Can you help me? Please ask for information needed to solve this question, I'll
Import tickets from old system
Hi, Is there anyway to import old tickets from our old system into ServiceDesk Plus? Now it's running on MS SQL. Thank you.
ServiceDesk Plus Notification Rule/Message Template linking incorrectly
Hi, Recent purchase of ManageEngine SDP Professional for our IT Help Desk here at work, and I've been setting up all the notification templates in the admin side of things. In trying to click 'Customize Template' associated with template "Alert group members by e-mail when a new request is added to the group", it instead takes me to the page with the default template for the one below it, "Alert group members by e-mail when a request is left unpicked in a group". The URL still reports the correct
Servlet API : updating requester
Hi all, SDP: 8122 Some of my requesters are homonyms (same first name, same last name). Looking at servlet API, I can only use requested field reqUserName (no Domain, no email for all, no login). I was thinking to use 'userid' field but no luck, it seems not to disambiguate the request : "unable to update requester as multiple rows found in db". Any idea to update such homonyms ? JFR
Request Approval Status
Hello, We have an issue with the Approval Status: -field in a request. In this case a user posts a new incident and the technician sends it for approval to two people. One of them approves and the other one rejects. Requests "Approval Status:" is then Approved. It should be Denied/Rejected because it should require for all the approvers to approve the request in order to "Approval Status:" to be "Approved". So where can we change the logic of this Approval Status? BR, BlitzkriegBob
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk.
Other technician can alter the start date and end date
As a administrator I am assigning some task to techinicians. But Technicians can change the start date, end date and other info too. He should be able to change actual start date and actual end date and comments. Because of this I cannot track original date of start date of task. Plz suggest how to prevent technician to alter the task.
New features
Dear Tech Support Team, I found this feature in other system "SysAid" is there any way to put this feature in your respective system? "end-users can press the F11 hotkey to access the End-User Web Portal and report a technical problem. SysAid automatically takes a screenshot of the screen they are viewing, and this full-sized screenshot is then attached to their service request. It's great tool to help you more easily and efficiently diagnose their problem" Please reply.
Asset state "Due for replacement"
I selected 20 or so workstation and changed the asset state to "Due for replacement" which unfortunately stripped out all the owner and department information. I wanted to "tag" a bunch of workstations so I could generate a report based off of this criteria. I would have thought "Due for replacement" would mean something will happen but not yet. anyway it could have been a nice feauture if it did not strip out most of the other meta data... I restored from last nights backup.
Required fields before assigning request
Is it possible to have required fields filled out prior to the ticket being assigned to someone? Our requests come into our service desk from an email where the are triaged by our help desk staff. What I would like is for the help desk staff to groom each ticket and fill out certian fields before the ticket is forwarded/escalated to another support member.
Notify technician before request overdue?
Hi, Is there an option to notify technician before request overdue? I tried to find but not found. I think it is a useful one. Thanks, Sakarin.
Question regarding the Requests page in Service Desk Plus
All, Seeing if someone could help us out on this one. We are using service desk for our main IT ticketing system. When a user emails the helpdesk, the ticket gets generated in service desk under the Requests page. You can only view the tickets that are unassigned when you select All Requests, Unassigned Requests etc.. We've used Numara Trackit in the past and with that we had emails being sent by users going to a triage queue, which only certain Technicians were able to view/classify tickets.
creating new table in ServiceDesk Database
Hi, I have an application which I want to create it's table inside the service desk database' tables. I want to know in this case does this new table affects on other tables in service desk database or not? If yes, What is your solution? Best Regards,
Workstation / Server detected link
Whenever I click the Workstation / Server Detected (or Workstation / Server Inventoried), it sends me to the Workstations asset page. But since I do not manage any workstation on SDP but only servers, its link is quite useless. How can I change its link? I'd like to see that on Admin page general setting (or similar one) can choose the default value for 'workstation / server detected link'. Thank you in advance.
Enabling Active Directory Authentications in service desk
hello ! i am new to this forum. I installed ManageEngine 8.1 in test environment. I am able to import requesters from Active directory but when i enable self-service web portal to requesters and try to login with requester AD user and password, it not logging and returns the message username or password not correct and login screen pops again. What i am missing in the configuration ? thank you
Information obtained fromscanning access point
hi What are the information obtained from scanning access points? Also, how do I scan access points? (I don't see [SCAN]button under Access Point.) Thank you, Nanceee1
Create a request from a Task
Hi I have seen others mention this, so wanted to find out if this is something that will be/is implemented. Basically I have a request that has 12 tasks, one of the tasks involves procuring hardware. (if its required) I would like to generate a new request from that task to assign to another employee (this request would have its own tasks for hardware procurement) Thanks
Do you support SMTP for incoming mail?
I know this was stated in a post 6 years ago, but I was wondering if this is in the current release or will it be a feature in the near future?
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