Allow total attachments greater than 10mb
Hi, I would like the option to allow attachements of potentially any size. Can I requests a feature whereby the attachment max size can be modified by the administrator; potentially on a per request basis. Cheers,
Has anyone added MS Lync 2010 presence to the Servicedesk?
We are using MS Lync 2010 via Office 365. I was curous if anyone has added presence and Lync functionality to the Service Desk. If so, any tips would be great. Something like
Printing summary of open tickets
Hi, I had one of my techs request a printable report that includes a summary of each ticket. In other words, something that would list the ticket title, then a short summary of the request itself. If you are familiar with "AutoPreview" in Microsoft Outlook, this is the kind of thing we are looking for. It would enable a tech to print a list of tickets with enough detail to work on them more efficiently. Thanks for your consideration. Endaar
Default Search not working
The search on the left side of the screen does not work with I leave Default Search as the sub module. It works fine if I change the sub module but I need to be able to search the details of tickets.
Worklog to parent ticket
hi guys, Currently we starting to test adding worklog to a ticket with the associated cost per hour. The specialist with whom we are testing only gets request from other specialist. So all his requests are linked to a parent request. The problem we have is that even though when he adds the worklog to his request and checks the box " add to linked request " it is not being added to the parent request hence all cost is translated to the other specialist and not the customer any help will be appreciated
AD query
Is it possible or possible in the future for ManageEngine to Pull User information from AD on the Fly so if we Update AD it would show the next time the user creates a ticket? We have a few custom fields in AD that can change daily or even hourly Such as: We have a field that shows the users PC name he is logged into. This logs the PC everytime he logs into a pc. This helps when we have to troubleshoot his ticket the next day we can see what pc he was on.
Multiple dynamic approvers
Hello, Is it possible to have several dynamic variables for approvers? We need to implement a two step approval process with the Department Head and the Controller for that department. It is the same basic principle with the DEPT_HEAD variable but we would need to create a second variable DEPT_CONT Can you please advice? Best regards, Tony
ServiceDesk Plus - Problem with Scheduled Backup.
Hi Guys, I'm facing a terrible problem with this issue. After execute the "tzupdater.jar" to modify the Brazilian Daylight Saving Hour I'm receiving from all my costumer the following example message: "java.io.FileNotFoundException: /opt/ManageEngine/ServiceDesk/fileAttachments/Conversation/20001_25000/21291/Licen��a de usos - mensagem SAP - Sep 3 2012.docx (No such file or directory) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown Source) at". I realize that the
More dynamic view of comment field in tasks - all modules (change, problem, requests)
Hi. Is there any possibillities to get the comment field in tasks related to all modules (change, problem, requests) to show more than 3 static lines of text, regarding to height of the box (the width does dynamically expand)...? To scroll through a text in lets say 25 lines maybe, line by line is not very ideal to say the least... Se the attached pictures, have inlined the problem area in red.. Yes, i know i can scroll... But static boxes to show this kind of information is not working very
Add fields to reply and resolution templates
Hi, I want to create my own reply and resolution templates, but I want them to be able to use the fields from the service request or task. Can you add funtionality to allow this? Cheers
Servicedesk Invalid path /loginpage
When I try change the Port number for your Servicedesk website from 8080 to 80 the loginpage shows up and I'm able to enter the admin/admin login. But after that i get the error "HTTP Status 400 - Invalid path /LoginPage was requested" and thats it...If I then change back the Port number to 8080 it works fine... What could be the problem?
API ServiceDesk Plus 8115
Hi, Is it possible to get through the API a list of tickets according to specific search criteria? Thanks, Mauricio Fuentes
Change Management custom template module
We need a custom change template creation module under the change management in SDP. as per our need we need to Pre-Schedule few templates to generate the Standard changes in system. please put some light , that when we can expect this Feature in SPD change management module Regards SD team -BBCL
Problem with deleted groups
Good day everyone. We have two deleted (or renamed then deleted - it was so long ago) technician groups, but these groups are still persist in select window when creating new custom view "New custom view - Group is - choose button". It is not a critical, but very annoying... There is no request in this groups, we can't see them when creating new request - only when creating new custom view.. How can I fix this? SD 8115
Extend the serial number field
We are having an issue with mobile phone assets in SDP not displaying the full Serial number instead it is showing "3.57E+14"
I would like to install software via a incident template.
I'm using Servicedesk plus and desktop central. For service catalogs I can check the options 'Display Software Install/Uninstall option in Service Request 'Actions' menu'. Is it not possible to have this 'option' available also for the incindents so that when a customer aks something via the default request and he need software for this I just can install it.
Closing down a service request should force close any tasks within it that are still open
Closing down a service request should force close any tasks within it that are still open
Portal login password reminder
Should there be a password reminder / reset option on the portal login page? It seems the only way a user can reset their portal password is if they are logged in, which is obviously not possible if they don't have their password. Seems a fairly fundamental issue but I can't find any reference to it in the forums, so is there a way for an administrator to switch this on or off that I haven't found? Thanks.
Software Summary report which includes software keys
I am looking for a software summary report which will list all of the software installed on a workstation with the software license keys which have been detected by the Asset scan agent and imported into the asset database. The information is viewed when looking at a workstation from the asset list, but I am not able to find a report which displays this. thanks Tony
how do you have your categories setup?
Hello All! our company is in the beginning stages of standing up our Service Desk software. Some lively discussion has been happening over the structure of the categories that we should define. how did your company set up the Service Desk categories for your individual needs? We are all wondering what has worked best for everyone. Do you have many top level categories? what about the subs? do you break down by department, by workstation software vs. commercial software you might support? any feedback
Examples of Incidents, Services, Categories
I am the IT Director at a Charter High School (and pretty much the entire department) and I am doing my best to setup the ServiceDesk to be efficient, but I am having a heck of a time configuring everything. The problem seems to be is at one point I think I understand what I need to enter in..say Category, but then when making tickets I find it does not make sense anymore. I can't seem to find hardly any examples out there. There are some that provide a good start, but I would really like some real
asset management
I have the following query about asset management. What happens when we replace a machine with a new machine, but then re-use the same computer name and then change the old computer to a new name. For instance, I have an XP computer named TERM8000 which I then replace with a new Windows 7 computer and name it TERM8000. But then I take the XP computer and change its name to TERM5000. Would the history and information of that same physical XP terminal be able to follow it to the new name? What does
Custom Query Report: Technician Average, Max, Min resolution times factoring in operational hours for a given date range
I am trying to create a report that will display by technician the average, maximum and minimum time required to resolve a request (Not looking for time spent) within a certain date range. For example I want all of the technician averages for last month or last year. I am guessing the most accurate time for this is the difference between the workorder.createdtime and workorderhistory.operationtime for Operation=close. I was able to write the following which gets me close to what I am looking for
Modify agent
Hi We have just installed the AssetExplorer Agent. In doing so we got the remote agent also. Since we installed the agent on our servers as well we are starting to get alerts about the AssetExplorer Agent remotly service being interactive. Since Windows 2008 R2 by default doesnt allow interactive services could it be made so that we could create two version of the agent? One with the remote services and one without? Or is it possible to make the remote services non interactive? Best regards Peter
Request Status Timeline Report.
Hello everyone. I have been trying to create a report that Shows the Timeline of the Requests status, for example: How much time a Request have been in Open or Onhold. Anyone know how to do this?. Regards.
I need creating a custom report showing this columns
Hi, It is possible to create a report with the following fields? Client/ Site / Time used this month / Incidents closed this month / Incidents ongoing /% of incidents without first response violated MSSQL Build 8003 Thanks. Leandro Marcollino
Question for Incident Management
Hello, SDP Support team. As the administrator, in incident tab, if I want to keep the certain incidents to monitor, what should I have to do? Thank you in advance. SC Jung
Due Date on Tasks
Hi, I would like tasks to have due dates based on SLAs, so that they automatically appear on user's schedule. Cheers
Scanning routers in a custom CI
Hi, Can you advise how I can enable scanning of devices in non-standard CI's. As an example I have some routers defined in a custom CI and therefore do not get the "scan" option when viewing the devices in assets. Is there a work around for this? Thanks
Survey for Technicians
Can you add an option to have a technician survey as I would like to be able to capture feedback from my technicians as well as requestors. Cheers
Please avoid upgrading to 8115 until further notice!!! ( Issue resolved in 8116 )
We have identified a major issue with Active Directory Authentication in 8115 where the users are not able to login with their AD credentials. We are analyzing the issue and will update you soon. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
Request details on Task emails
Hi, I would like to be able to include details of the request on automatic notification emails associated with the tasks within the request. Can you add this to your development plan. Cheers
Is there anything that can be done to hide the default request (new incident) entirely?
Is there a way to hide or even rename the default request, new incident request from technicians? I already have it hidden from requestors via the self service portal settings. However, I believe it will cause many incorrectly cataloged requests by the technicians as well. This is because the new incident template is right at the top of the drop down when techs click the arrow next to the request catalog. They have to actually click the words on the request catalog button to access the RC templates.
New Incident and self service resolutions
I would like to see in Service desk. When an end-user creates an incident and clicks on submit, they are redirected to the solutions page to the resolutions that matches the end users issue. If the solutions page does not provide the answer then they can submit the incident. This would cut down on time for a technician to investigate. The end-user could resolve the issue him or herself. I see many websites that offer this. The user would enter a question or statement, redirected to a knowledgebase.
Email Attachments - Same name
This doesn't happen often, but noticed it this morning. When a user sends 2 attachments (scanned from a Multifunction printer) that have the same attachment name: (test1.pdf, test1.pdf.) ServiceDeskPlus only recognizes the request with one attachment, rather than 2. Is this by design or a bug?
Disable all scheduled reports
When I move the current production database to our test server I would like to turn off the all scheduled reports. I cannot do this from within SD+ since I can just see my own scheduled reports? Is there a sql script that can do this for me? Best regards Peter Samuelsson Sodra Skogsagarna
Running a test/QA instance of SDP
Is there any restrictions on running a test/QA instance of SDP?
Where to place the mssql database?
Hi We have up to now had the servicedesk databse on a shared sql server. We have now had a health check on that databasserver and we got the recommendation to put the Servicedesk databasen on its own server since it was the top most disk intensive database we had on that server. The servicedesk database also had some impact on the CPU. I wonder if you have some recommendation if the database should be on the same server as the program, but on different disks. Or if you recommend putting the database
Ability to see edit button in reports
I have some techs I gave access to reports to that want to run some of the canned reports... however the edit button does not appear for them (to be able to change filters etc for their reports and dates etc)... I went into their role that they are assiggned to and gave that role full control over reports, but the edit button still does not appear. We are using 8003 version. Any thoughts on how we can get that button to apear without making them an admin over the whole system... what other groups
MSSQL help
Hi, i need some help to generate this report. All data in the report need to be for the current month. Column 1: Account Column 2: Site Column 3: Total Time Elapsed (Sum of worklog) Column 4: Total Requests with status Closed Column 5: Total Requests with status Resolved Colunm 6: Total Requests with status Em andamento (i have a status called "Em andamento", its like in progress) Colunm 7: Sum of Columns 4, 5 and 6. Column 8: Total % SLA violated based on "First Response overdue status."
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