KPI report - resolved issues within timeframes
HI is there a way i can generate a report based on the reate of overall incident and request resolutions within the agreed time frames. that is, the % of resolved issues within the time frame for the last 30 days. thanks!! how do i generate these reports?? from where do i pick up the fields???
SDP doesn't allow Change Requester
Hi, I have a incident in my SDP MSP, and it was created with a wrong requester in wrong site. I have tried to change to correct site and requester but the SDP doesn't allow. The problem is that when I try to change the requester, the correct requester doesn't show me because the request is on the wrong site. And if I try to change site, the SDP doesn't show the correct site because the requester actually is wrong and it isn't on the correct site. Do you understand? Thanks! Pedro H.
JavaScript in Email-generated Tickets
Is there a weakness in ServiceDesk Plus’s handling of Javascript in e-mail-generated tickets? You can sneak script into the subject line of e-mails sent to ServiceDesk Plus. The script will not be shown to the user and it will be executed when the ticket is displayed. The script can be seen in the request list if the sender doesn’t put enough filler before the start of the script. Has anyone expereinced this? What's the resolution? There is a fear a team member of mine has that this could
Is it possible to use hours instead of days in the planner?
The current planner has a calendar function which only has teh days but we would like to use hours too. So for example the technician takes 4 off which we would like to see in the planner.
Dodgy page layout after 8.1 upgrade
For the most part, the uprage seems to have gone through ok, however the layout of the ServiceDesk pages is not as it should be. There are missing graphics and certain areas are missing design aspects, as you can see in the attached screenshot
Extending User Groups
In SDP V8.1, the filters used to create User Groups are restricted to 5 items. It would be very useful to allow the creation of user groups: based upon other fields such as those users who have a particular supervisor. based upon additional fields created by the administrators. For example, we might define a field that identifies users as users of a particular application such as Visual Studio. based upon the members of email distribution lists defined in Active Directory.
Return to Own Ticket list when Closing a Ticket
Is there a way of returning to your own list of requests, when you close a request, rather than the list of all open requests from all Technicians within your site
Migrating from BMC/Numara Track-it to SDP
We currently utilize BMC Track-it 10.5 for our Help Desk and wanted to know what can be migrated to SDP Enterprise? We would like to retain 2 years of purchasing, help desk work orders/tickets, etc., and need to know if this information can be extracted from Track-it utilizing an ME tool? Does ME offer professional services to map, extract and populate data from Track-it into ME SDP?
forgotten Admininstrator Password
Hi, I have forgotten my password of Administrator which is the main password of the local authentication. How can I reset the password or return the password? Is there any way? Best Regards
Unable to delete multiple requests
Hi, Am unable to delete multiple requests in ServiceDesk, Getting error- "Request(s) Deletion failed " thanks, Ashok
Set status on ticket reopen?
Much as the subject states - is there a way to set a specific status when a ticket is re-opened? I would actually like to set the status to re-opened instead of it get set automatically to "Open"
Problem with: Software > License Agreements > Add New License Agreement
I'm adding idividual license keys for an application we just purchased and the required field "Agreement Number" displays an error each time I try to save the form. When trying to add a new license agreement I receive the following error regardless of what text is in the Agreement Number field.
Hotfix 8117 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8117 SD-30112: Issue applying Spam Filter fixed. Say, a spam filter is set as CC is x@x.com and a mail is sent to x@x.com with CC as y@x.com, then the mail is filtered and not getting created in SDP. SD-47714: Unable to view the Site field under Admin -> Operational hours in the
How to set auto generated email notification?
Dear Support team, I am new to Manageengine Servicedesk, I want to know how to enable following options. 1. When an incident is added by the requester, an email is sent to that particular group of people in which that request is submitted. 2. When the incident is updated by the technician, an email is sent to the requester telling him about the updation. 3. When an incident is resolved by the technician, an email is sent to requester telling him that your request is resolved. what else I can enable
Resolved tickets not closing after 24 hours as set on Administration auto closure rules
Hi, We are having an issue where several tickets are not closing automatically after the time set on Auto closure Rule. Any known reason for this? is this a known bug? are we missing something? Regards
Plan to Migrate our current physical server to virtual machine (P2V)
Current SDP Version in our environment 8.0.0 build 8013 Current MSSQL Version is 2005 32 bit Current OS is Windows 2003 std Version 32 bit Currently database is stored in the server internal hardisk We running SD + ver 8.0.0 build 8013 and we are planing to upgrade the hardware , OS and SD + ver. The plan is to install new server on vmware with below upgrade requirement :- 1. OS version from current version to MS Windows 2008 64 bit 2 MSSQL version from current version to version 2005 64bit
Reports for Request that were in a certain group in a certain day
Hi, I'm looking for a report that contains all requests that were ever in a certain group regardless if they were reassigned to another group before they were closed at a certain time. For instance all request assigned to Helpdesk group on Monday26 november 2012 ? Thanks, Eric PS the following is not working because I do not return ticket that was assigned to my group previous to '2012-08-18 00:00:00.000' DECLARE @currentDay DATETIME ,@histoStartDate DATETIME SELECT @histoStartDate ='2012-08-18
How do i restrict users through MDM of changing the his/her Ipad Name
How do i restrict users through MDM of changing the his/her Ipad Name
Server is running but page is not visible (linux - Debian (sqeeze)).
Hello everyone, I tried to solve it by myself but i can't manage with it. As I said in topic server is running: Server is starting. This may take a couple of minutes ... Free edition... ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] SQLOne Search
User Site based on Organizational units
Hi, Could you implement "Service" based on user Organizational units or at least give that choice to us? Service is currently being collected from the Active Directory user field "Service" but I'd like to change that based on the Orgnaizational unit "name" in which the user is present. Thanks for you reply, Cédric
Quick edit Status
On the homescreen, is there a way to quickly change the status of a ticket to On Hold/Waiting for someone else...etc without opening the ticket first?
Can I migrate the database from Support Center Plus 7.9.0 to Service Desk Plus 8.1.0?
Hello everyone, We are interesting in migrate our platform from Support Center Plus 7.9.0 (running on a Red Hat Enterprise Linux Server release 6.3) to Service Desk Plus 8.1.0 (Running on a Windows Server 2008 R2 64 bits) Is that possible? looking forward for your answer.
You are not authorized to view this page...
We are running SDP 8.1 and have just bought the 'Changes' module. When we try to access the 'Impact' option under 'Admin' -> 'Helpdesk' we get "You are not authorized to view this page..." We have tried to create a new technician and give him the role 'SDadmin' as the only role, but are still met with "You are not authorized to view this page...". Does anyone have a workaround/solution?
Spam filter question
Hello Using the spam filter on SDP+, we are trying to achieve the following conditions: - Technicians be able to create new requests via e-mail - Users are not able to create new requests but be able to reply to existing requests via e-mail (for comments and re-opening a solved request) Therefore we have created the following spam filter rule on mail settings: sender does not contain "name.surname1@company.com" or "name.surname2@company.com" or "name.surname3@company.com" or "..... (each technician
MS SQL configuration
Hello to all, we would like to know where MS SQL configuration is stored in SDP and if credentials are stored in plain text. Thank you.
Problem with messages > 6K
I have problem with creation the attachment file, if the message includes cyrillic symbols. I see smth like that: How can I change it?
Bug when trying to generate reports
Hi, I´m havin trouble with reporting in SDP, i´m able to generate one report before receiving the below message; essage Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Error reading PNG metadata at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
Can you use a third party reporting tool such as Crystal Reports to generate reports?
We would like to use either Business Objects or Crystal Reports to generate our reports. Is this possible?
Notification rule based on User-group or Job title to create an SLA
Hello, I would like to create a notification rule that will change the priority of a request from a requester if they are based in a particular user group in mange engine. I have created a user group based on a user's job title. Basically, I would like to create a different SLA for particular staff members who have a particular job title and I was going do this by changing the priority. If someone could assist in making this possible, it would be greatly appreciated. If there is another way of doing
Problem to detect all computers. 1 detected = 1 disappears. Only 65 items no more.
Hello, I have a problem to detect all computers. When I detect 1 and another disappears. I can have only 65 items no more. I use the version 8016 and all computers have the last agent 1.12. Can you help me ? Thank you in advance.
Automatic Emails
Is it possible to change the status to a call if an email is received? For example, if we have a call with a status of customer and receive and email from them, it should change to either For Review or Open.
there's no user in asset service desk plus
hi, i use script set agent in active directory GPO,,some how,,i cant find the user in my asset..why this could be happen?? thanks and regards
Template: request functionality
When using a custom Request template that has the Group configured it gets overwritten with -- Select Group -- when the Requester details are changed. It would also be nice to be able to configure the Requester details in the template something I have been unable to do. :|
Mail Fetching account keeps getting locked out
What are the common reasons the email account used to fetch and send email would get locked out? This happens to us once or twice a week. Thanks
Create ticket in ServiceDesk Plus in MS SQL Server
Hello, Using ServiceDesk Plus API, we create new tickets in .NET applications. Now I want to create a ticket in ServiceDesk Plus using a SQL query (we have MS SQL Server 2008). How can this be done?
Error in importing assets
Hi SD Tech Team I am having issue with importing assets from CSV file. the file has 700 records and when I imported them 90 records were not imported. I opened the error file and found this statement "More than one user available with the same name" So please add this asset manually. can you help me please Appreciating your usual support Thanks,
Domain scan result error
Hi, I used SD+ v7 build 7004 on win XP. I have 30 workstations that joined to a domain and when I do windows domain scan, the result are 20 workstations succeeded and the rest 10 workstations failed. But when I see the assets tab menu it just only display 14 workstations. Why it not shows all of the success scanned workstations? Btw, what is "Workstations Detected" and "Workstations Scanned" in the scan summary? what are the differences? Thanks, MBT
Scan failure
I get this error message when trying to scan a Win XP Pro host in my local workgroup: "FAILURE : User does not have the access privilages to perform this operation." What security setting do I need to change to allow access?
ServiceDesk Plus crashes/Slow
Hi Team We are experiencing some slowness and frequent crash in AirAsia's ServiceDesk Plus deployment. Even with Roles association, its very very slow and takes sometimes for assigning them. Also, this week, there was a sudden crash in the product and we got these errors in the Wraapper file. INFO | jvm 2 | 2010/10/06 18:16:15 | Please connect your client at http://localhost:80 INFO | jvm 2 | 2010/10/06 20:18:12 | # INFO | jvm 2 | 2010/10/06 20:18:12 | # An unexpected error has been
Query about Requests Module
Firstly, is it possible to create an ad-hoc service request (there is already an option for new Incident) as I would only want to create regular service requests in the Service Catalogue? The issue I have from looking at the demo, is that if a service request is created in the Request module, and not selected via the Service Catalogue, it is regarded as an Incident. This makes it hard to report on Incident and Service requests as different requests. Also, if a service request was incorrectly
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