Auto Prioritize Users When They Use Email
Hello All! I currently work for a small company where the 50 users that submit IT requests do so through "Service Desk Plus", however they only do so through email, never log in. Is it possible to Auto Prioritize Tickets when they come from a certain users email? Otherwise they just come in under normal priority, which is not good when a Supervisor needs something ASAP. Thank you in advanced! -Zach
cannot modify Default request in incident template part"Requester" is demed
why I cannot change the form that is displayed to the requester when he put his request
Images in request sent by email
Hello guys, Being busy with images within SDP i stumbled upon something that i've been encountering for a long time. When someone sents a request to SDP through email, and i subsequently open that request, the HTML markup for that email seems lost: - All images are being shown as attachments, not inline in the mail itself as it should be. Is this behaviour expected, or can we get this quality of life functionality in the future so it preserves the mail markup as intended?? Or can i somehow resolve
How to transfer data from old version to new version
Hi there i want to transfer all data (tickets , assets , etc..) from old version to new version i tried but some error appear to me Backup build number not compatible with existing build what i can do to fix this problem ? please help me my data is very important to me Thanks & BR
Feature req: Email notificaiton to Requester on new NOTE(s)?
I know you can set notes to be Public or Private, but is there a way to configure email notifications to inform the Requester a new note has been added to their ticket? I was under the impression the, "Acknowledge Requester by Email when the request is updated", but this does not appear to be the case. This "Updated" email only applies to when the request is edited. The addition of notes does not count as an "update". I'm thinking a feature request to "Acknowledge Requester by Email when public notes
Import Manager of Requester from AD
Hi all! We use SDP 8.1.0 Build 8118 We need import Manager of Requester from AD at "Requester Details" box! How I can import this info from my AD?
windows 2012 and MS SQL 2012
He all! i have 2 questions: 1) SDP can be run on Windows 2012? 2) SDP can be use MS SQL 2012 if MS SLQ2012 is running on Windows 2012? i read http://www.manageengine.com/products/service-desk/system-requirement.html and find only: Supported Database MySQL 4.1.18 MySQL 5.1.50 MS SQL 2000, MS SQL 2005, MS SQL 2008 it's correct info?
mysql logon change domain on numerous users
Is it possible to bulk change the domain for a number of accounts? We have the same users in 2 domains, as we're doing a domain migration that will take some time to complete. The users are logging into domain A and their Service Plus account is in domain b. Can I run an update query to change the domain? What is the mysql login and port? ken.stoner@nasg.net
Stop People E-Mailling Requests
Some or our users e-mail the address used by the servicedesk instead of logging into the portal, this then leads to a long list of job that do not have a category What is the best was to stop them doing this, i wanted to create a Business Rule, that would reject these but also send an e-mail back to the requester asking them to log it via the portal. I just could see a way of doing this Any ideas Thanks Vicky
Approval Status column empty on Changes
I'm using 8121. I wanted to see the approval status of some changes, so I added the column to the main Changes page. The only thing that shows up is a dash ( - ). On the Requests page, it shows an indicator making the approval status clear. Is this a bug or am I just not using this correctly? Thanks!
change default calendar
Hello I want to use attached calendar instead of default calendar. how can i do it? please help me. thanks so much. http://farhadi.ir/downloads/JalaliJSCalendar-1.4.tar.gz
E-mail ID and Search requester list
When a technician creates a ticket for a user they can start typing an email address int he Name and "E-Mail Id(s) To Notify" files and will get a drop down from the requester list. They also have buttons to allow them to search the requester list. Is it possible to get those functions on the "E-Mail Id(s) To Notify" for a requester? We have managers that put in tickets that would love this function so they don't have to type out the whole email for everyone they want to copy. Craig
Failed to communicate agent - Service Desk Plus
Hello to all, I have a machine that cannot be scanned from the server , and no such request is logged in the agent log file. However , if I select 'New Scan' , enter the IP address of the affected machine and scan that , the agent log file 'logs' that a scan has been requested and made. Of course , this is not ideal , as I now have 2 machines which are technically the same listed on Service Desk Plus. Does anyone know how I can correct this eg remove all machine details from server , and then re-add
Dmitry
PROBLEM with Install ServiceDesk Plus on a Linux machine without GUI Ubuntu 12.10 x64
Feature request - make the user request journey more intuative
Problem: End user incorrectly chooses an Incident template instead or Service Catalog, or Visa Versa. This then reflects badly in the reporting as it looks as if the Service Desk team are just dealing with Incidents all day long instead of Service Catalog requests. Especially when the user clicks on the 'New Incident' button. The current user interface for raising new requests is just too messy. It's not clear enough as to what they should be selecting. It's confusing enough for admins to raise
Questions re Notifcation Rules
Hi, We are SD+ version 8121 and have noticed the following Notification Rules within the Requester Notifications section: Notify editor when a request is waiting for update Notify requester when a request is waiting for update by editor Notify requester when a request is updated by editor Notify requester when intermediate editor is changed by technician Notify old editor when he is removed from the responsibility Notify new editor when a request is waiting for update 1. Can you let us know
[URGENT] Server / Workstation name
Hi, I'm scanning the servers by Agent and it is giving me the FDQN name. example: cockpit-server2.shp-domain.com I need to change that name in order to let people understands what it means. (Like 'Messenger Sever', 'Backup DB Server'. But When I change it's asset name, SDP cannot scan anymore(it requires the administration ID and password) its system and new workstation gets added by Agent. How can I change the server's name and keep it(and keep scan by agent)?
SLAs violated, but no SLAs are in place
I'm going through setting up the basic configuration for our Service Desk. I notice that now whenever I set a priority to a ticket, I get an error message that says my SLAs have been violated. I haven't set up SLAs just yet. How can I fix this? How are the SLAs connected to the priority? I've attached an image to show the error flag. Thanks.
requests of all groups
why technicians see all requests of all groups I put technician1 in Group A requester assigned request to category 'Network' which is translated in business rules to group "network engineers" but i found that all technicians can see all requests of users could i find a way to make sure that any technician can see only requests assigened to his groups? regards
Alert group members by e-mail when a ALL request is added to the group.
I want send email to all member of a group when a request place to that group. Now, the SDP can not do that because SDP send only for NEW request (Alert group members by e-mail when a NEW request is added to the group.). I need tips or tricks to do that. Many thanks.
cannot shutdown ServiceDesk Service
i am trying to shutdown the Service so I can perform an upgrade. However when I try to shutdown the service nothing happens. I copied the contents of the shortcut into a command prompt and I get the following Error: Java Virtual Machine Launcher Could not find the main class. Program will exit.
Report on assets relationships
I'd like to realize a report showing the relationships between assets/resources. let's say for instance I want to see all the objects (software, hardware, components, etc) linked to a given asset (i.e. a specific software or server). is there anyone who has already tried to get this?
8122 Theme option not there
I upgraded to 8122 this morning from 8120. Under Admin > General I do not have a Theme section.
Template with multi-user intervention
Hi everybody, I'm trying to create some templates from the Service Catalog, with a workflow, but i have a problem. I don't know how to make this possible (and even, i don't know if it's possible) : 1. Human Resources (or a specific person) create a Request with some informations ( eg : name, function, department ) about a new employee 2. They validate the call (the call is still open) 3. The call is automatically send to the Head of Department 4. The Head of Department can choose some assets ( eg
Duplicate Work log entries
we are running service desk 8.1.0 Build 8116. We have a number of techs when they create a work log for a ticket see that entry appear 4-5 times even though they only put it in once. This issue seems to be intermittent but happens with several different techs.
Problem after installing latest version
My version now: Su Versión : 8.1.0 Construir 8119 The last weekend I installed the las version of service desk plus. Todady I have found a bug ??. I'll try to explain... if I choose the tab, "Control panel" and i filter by "multimedia". servicedesk shows me this picture : if I pulse on the number of " open". "5" in the drawing The result is not filtered, Its shows me: "109 request" This, only happens with this version. Thanks....
Alert group members by e-mail when a request is left unpicked in a group.
I checked notification rule : Alert group members by e-mail when a request is left unpicked in a group. and config notify after 0 days 0 hours 0 minutes , but after 6 minutes SDP the members of the group received an email. Can you explain why ?
Service Desk restore issues
Dear Friends, I have Manage Engine Service Desk server which fall down due to some issues. I installed the Manageengine Service Desk 8.1 and 8.0, i tried to follow these steps for Restoring the Data: How do I restore the backup data? The following instructions is to restore the backup data. Step 1: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute the command restoreData.bat. Choose the backup file while prompted and select OK. [ Screenshot ] NOTE: Please note that
Awesome - ME SDP Plus Documenting Wiki Library
Hey guys, "Documenting" is never an easy task as is, we are all confronted by it every now and then. Although the Enterprise edition of SDP covers a large part of 'documenting' through the CMDB, it still serves a purpose for declarative and other purposes. Purely for documenting it would be awesome to see a WIKI inside of SDP, so we can build up a documentation library in the most convenient way possible. A bit like in SharePoint 2010/2013, where you can add a Wiki library and start building
We miss the "Today" button in the Calendar Widget
Back in version 7 of SD+, we had a "Today" button in the Calendar widget, and clicking on this button would select today's date in the calendar. We really, really miss that simple but yet efficient feature. Please bring it back soon! thx
Users to be notified before contract expiry in Columns view
Hi it would be nice to be able to see the users to be notified before contract expiry in the Columns of the contract tab
Disable "Others" Menu
Hi, Can I disable the Others Menu on SDP 8.1 build 8121? Thanks,
Depriciation report
Hi Does it possible to get report for Depriciation value of Asset of Current year. Year/MonthDepreciation($)Accumulated Depreciation($)Book Value($) Remaining Life 2009 4166.67 4166.67 45833.33 4 year(s), 7 month(s) 2010 10000.00 14166.67 35833.33 3 year(s), 7 month(s) 2011 10000.00 24166.67 25833.33 2 year(s), 7 month(s) 2012 10000.00 34166.67 15833.33 1 year(s), 7 month(s) 2013 10000.00 44166.67 5833.33 7 month(s) 2014 5833.33 50000.00 0.00 0 month(s) Consider the above example Purchase year Purchase
HTTP: Status 404 - /HomePage.do/approval/Approve.jsp
Dear SD+ Support, We have a problem when approver users want to click link from email "Approval required for a Request". here is the link: "http://ina1ntas19:8080/HomePage.do/approval/Approve.jsp?ITEMID=26183&woID=26183&MODULE=Request&KEY=-967051531355680802404-9670515313556808024041672308425078928-1215761939" It seems the approval page is not found because user have an error like this in the browser: HTTP Status 404 - /HomePage.do/approval/Approve.jsp type Status report message /HomePage.do/approval/Approve.jsp
Problems eMail Alert Notification.
Hi, we are not getting alert any notification in the problem section while changing the Techinician name from one to another. However, are notified by the group changes. Please let know how we can resolve this problem. Product details as below. Manage Engine Service Desk Plus Your Version : 8.0.0 Build 8024 Latest Version : 8.1 Build 8121 Thanks, Mohanraj Jayaraman
Reply Cut/Paste with IE - pastes an image?
Just installed the latest version of SDP (version 8.1 8121). Loving the ability to paste images into conversations and solutions. However we just experienced a weird issue. When using IE8 or IE9, when an HTML email is copied and pasted into a reply, the text of the email is pasted, but the system also pastes in a graphic screen shot of the paste text into the reply. It's the most unusual thing. I've attached a screen shot. It does not happen in firefox or Chrome. Anyone else seeing this?
Email Commands
Hi, When a ticket is closed through an email command does not generate notification to specified technical. The ticket is closed correctly, but the technician is not nitificated. I atthach images. Thanks, Mauricio
Issue with the "all tasks" view
Right now, our technicians with dispatcher profile can only see tasks assigned to them. However, we want them to be able to see all tasks created by assigned to technicians in their site as well. This was working as I described pre-8121. On the other hand, I am not 100% that it is related to the update. Up until now; I checked that - Technicians can see all requests in their site - Technicians can only see tasks assigned to them - Technicians' access permissions are as in the screenshot - Technicians
New feature to ajust "Due date" directly in the Incidents listing (Requests tab) in SD
We often need to reset the "Due Date" on an incident to push it to a further date. I would very much welcome a feature where we could ajust that field by clicking on it directly in the incidents listing on the Requests tab in SD+. This would be a tremendous time saver. thx
Double name in technician list (while want to assigned the request)
To all it pros out there, I had a problem because there's 2 (same technician) in the technician list (while scroll down to assign the task- select technician)... I tried to delete this name from the technician list but one of the id still remain in the list (but not in the technician list)... please refer attachment. thanks
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