Hotfix 8115 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 is the list of Issues fixed and Features Issues fixed in 8115 (Released on: 18th October, 2012) SD-47474: Performance enhanced while loading large data when configuring Custom filter and Report. SD-47415: If only default request template is enabled for requester, then 'Report an Issue' link is not shown in self service portal has been
Report Building
Hi, I've just started to get to grips with building reports using this system but have found it increasingly difficult to build a report that would be quite useful in my line of work. I would like to build a reports that looks at the length of time a particular request has been in certain status's/ For example, the request starts in an open status, then can go into and Investigation status and then complete. How can i monitor how long it was under investigation as i can only seem to bring up the
Open Requests by date
Is it possible to get a report that shows how many open requests there are as of a certain date?
Query Report sorting
I have a query that ends width 'order by 1' and the report is ordered as it shoot. But can I get the ordered by column removed like in predefined reports?
Draft reply dont works SDP 8114
Hi, when I write in response template and pressed the button "Save", the text is lost and can not be recovered. Thanks, Mauricio Fuentes
Critical system alert
We are having issues around identifying bigger issues based on the number of help desk calls that come in. Is there any feature in ServiceDesk that would allow me to set a notification rule if a certain amount of a certain ticket type come in within a time window? For instance, I would want to get notified if 5 or more tickets with a ticket category of "Network" come in within 5 hours of each other. Thanks, Dave
Agent Firewall
Hi We are trying make the Firewall rule for ServiceDesk Agent. We want to make the rule such that we just let the rule talk to the service ManageEngine AssetExplorer Agent. But in doing this restriction SD+ is unable to talk to the agent and it falls back to the WMI scanning. This it does with all ports open. Its the same if I change the port to just have tcp port 9000 and locked down to services. The only way I get it to work if its just is port 9000. I would like it to work if we set the firewall
email attachments
I am trialling Service Desk plus but have hit a snag. My users want to be able to submit tickets via email and are accustomed to adding attachments (images / documents) but when the emails are imported into Servicedesk plus the attachments are lost. Is this by design, a bug, or am I missing something? Thanks, Ian
How to change daylight saving time on the SDP?
Hi, Good Afternoon! After changing server time due to daylight saving time, the Service Desk Plus has not had his schedule changed. What is the procedure to accomplish this change? We are using 8.0.0 Build 8003, Windows. Thanks! Tatiana
Additional Fields functionality/availability in SDP 8100
I am in the process of configuring my Service Catalog templates for an upgrade from SDP 8100 from 8027. I am noticing that the additional fields I have configured for my incident templates are not available on my Service Catalog templates. They are not available to drag and drop on the Service Catalog templates. It is very important that we have the ability to utilize additional fields on our Service Catalog templates as we use them for prioritization, etc. Would you advise how I can use additional
customize enabled report links
Hi all, Does anyone know if it is possible to customize the link in reports so they are redirected to the customer portal instead of directly to the https://mainsite/WorkOrder...? Regards, Vincent
Reply to Requester From Email
Where does the "From Email" pull from in SD+ when a technician is using the "Reply to Requester" templates? I'd like to edit this, but cannot locate where this email originates from. Your assistance is appreciated! Stacy
Exporting requests from Self-Service Portal?
Hi, Is it possible for a user to export their requests via the Self-Service portal? I know it is possible to generate a report from the Admin login, but it would be helpful if a user could export (for example) their open requests as shown when they click on "Requests" tab. Thanks!
Search solution problem with text that has :
Hi When a user does a search that contains : (from what I know) we get failure: Unable to search the solution. The user that reported this search for the text "ConfigMgr 2007 service running: SMS Agent Host" This is a topic of one solution that we have. If I remove the : it finds the topic without any problem. Is this by design or a bug? Best regards Peter Samuelsson Sodra Skogsagarna
Requesters from Active Directory
Morning I'm facing a problem with AD Authentication I can import requesters from AD and enable AD Authentication but, requester receive wrong credentials error. Can you help me on this? Waiting
Reply Template - Description Field vs. Template Field
If your Reply Template starts with "Dear", by SDPs main default, the word "Dear" ends up being the description for the Reply Templates. Please add this to the run-on list on your Road Map. The actual Reply Template should be one field. The actual Description should be an entirely different field. This way one can actually identify a description about the actual template. Perhaps one day you'll get to it. :) Thanks!
Workstation Model and Manufacturer
Hi, I've got a problem with the workstations information. We've got a bunch of workstations that were build from little companys, so the workstation model name and manufacturer aren't dicovered when scanned. I edited some of the inventory datasets to represent the manufacturer but after the next scan all manually entered information gets lost. Please tell me, what do I have to do to: Let the manually entered information be untouched even if the scan shows different information or Where can I place
Can SDP run on MS SQL Express?
Also, I heard that mysql will be charged... is that gonna change the SDP (or other ME products) price system?
Safe to delete ServiceDesk\Patch folder?
Is it safe to delete the patch folder under ServiceDesk Plus directory via explorer or is there a admin interface? SDP 8.1.0 Build 8114
HelpDesk Problem with translation
Hi, Im using HelpDesk and I have a problem with the Swedish translation of the software. The "new request" button does not translate from English to Swedish. I don´t know if this is a known problem, but how can I fix it? Thanks!
Group Tasks on MY TASKS...
How about adding any TASKS assigned to the users GROUP only as well as one's specifically for them to the MY TASKS list on the HOME tab. Otherwise group assigned tasks stand chance of just disappearing into nowhere land until the request owner starts chasing the team/group. Regards, Andy
E-Mail Command REQUESTEREMAIL breaks request/ticket
Hi, we're using the following e-mail commands: ##REQUESTTEMPLATE=1st Level## ##REQUESTER=Felix Kollmann 3## ##REQUESTEREMAIL=***private*email****## ##MODE=Phone Call## The request is successfully created but the read-only view is broken, and the issue seems to be that the requester is not being created correctly. If I have a look at the requester list via the admin menu, the user does not show up. But if I edit the ticket it is shown and clicking on 'edit' reveals an error: "error while requesting
Links in reply templates
Hi, We're running version 8112. I noticed today that links in reply or resolution templates are not coming through as hyperlinks with viewed through the web portal. In other words...requester opens a ticket. We reply with a template that includes a link. The e-mail sent to the requester shows the link properly and it's clickable. The same reply shown within the web portal does not show a link; just the text of the link. It's not clickable. I'm not sure when this changed; we've been on 8xxx
Technician cannot see the devices in asset's tab
Hi Why Technician cannot see assets who have added in service desk? Technician's Role is full control in Assets. He can see the tab of assets but he cannot see the devices which have added in it any idea? Regards
Mail fetching problem
Hi all, I'm using SDP Standard edition, with a MS-SQL db. I have a problem with mail fetching. I have configured incoming mail, and it's running. If I receive a response from a requester (an email with subject like "R: [Request ID :##5298##] : YYY...") it works fine, and the response is correctly attached to the request 5298. In the log appears: [09:45:59:483]|[10-18-2012]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[INFO]|[193]|: f.getSubmit() ============ null| [09:45:59:483]|[10-18-2012]|[SYSOUT]|[INFO]|[193]|:
Copied webpage into ticket causes problem
We are running ServiceDesk Plus 8.0.0 build 8007. A user entered a ticket and copied the webpage into the ticket. This caused a problem with the ServiceDesk software. Everything below the first sentence disappeared from the ticket. This includes the rest of the text, the reply/forward buttons, the Requestor Details, and any other sections lower in the ticket. We were not able to copy the HTML and did not capture any screenshots. The problem was resolved by editing the ticket and toggling the
SDP 8.1: max. number of service request templates?
What is the maximum number of service request templates we can configure within 1 service catalog?
Resetting the ticket numbering system
Is there a way to reset the ticket generating numbering system back to the initial ticket number of 1?
Available Site for technician: empty
Hi, I configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? * Under Admin>>sites: all sites are available after importing from AD.. So how can I associate for every site specific technician? Thanks
HTML formatted text in the request body
Hello, We are having some issues with the rendering of the requests if using HTML formatted text - mainly copy/paste from Outlook 2010. The first issue is a lot of blank spaces between lines - double spacing - after saving the text in the request. The second is that with every edit of the request, in the history it is saved also the FULLDESCRIPTION with before and afrter, even if no changes were made to the Description body. Both these issues lead to a considerable amount of wasted space and a very difficult follow
Pass-Through Authentication LDAP
it is possible to have automatic authentication with ldap in current version Service Desk Plus ????
cannot edit default requestor incident template....
I want to add some fields in the default incident template for the requestor. The Drag & Drop panel is greyed out... why? I am logged in as Full Administrator and have no issues editing anythign else. Including the default incident template for the technician...
Auto time recording for Work Sheets
Hi We're currently looking at migration for our HelpDesk software. One feature I can't seem to find - Is it possible to 'automatically' record time spent by a technition on a call by the time the technition has the call record open? If so, can a technition have multiple calls open at the same time & does the time get recorded against each open call?
User AD import - Service - Site
Hi, Ideally we would like to import Services and Site not from the user attributes but from its Organizational Unit. For instance, "Service" will be the name of the OU in which the user is in. Thanking you in advance, Cédric
Service Desk Plus - customize the reply from requester action
Hi all, Is there any possibility to have Service Desk Plus follow the rule described bellow? - for every reply received from the requester, the request status should be automatically changed to a custom created status, with the exception of the Closed status More exactly: - we have defined some custom statuses to follow the internal request processing workflow: In progress, Waiting for..., On-Hold, etc - when a ticket is starting the process, it is manually changed to status In progress by the assigned technician and subsequently through
Cannot pickup request with imported site
We recently upgraded to 8.114 Since that, SDP has created sites for AD users that have the site information associated to them. However, when one of our technicians attempts to 'pick up' an auto-logged request (autologging via email from an AD user to our helpdesk email account - that logs a default request), they get the error message: "Cannot be picked up as technician not associated to site" Using the admin tool to look at the technician(s), they are all set to "not associated to any site" - this
ask Service Desk configuration
Dear Sir, I'm new at ManageEngine Service desk PULS. I just wonder whether I can use this tool to export my IT assessment such as Desktop and laptop to an Excel sheet. For example, I would like to query all the computers of which the memory is less than 4GB. Also, can I just export all the desktop to Excel?
Description Field does not Populate from an Email
Since updating to SD+ 8.1.0 build 8109, when a requester sends an email and it creates a new request the email body does not go into the Description field. It now goes into coversatons. To view the message body you need to click on View All Conversations and then click on System message. This is an extra 2 steps instead of just reading the description. Is there a way to make the email body go back to the Description like it used to?
Problem upgrading ServiceDesk from 7611 to 8000
Hi, I am having problem in upgrading SD from 7611 to 8000. I got this message when I reached 99% of the upgrade process "Failure, Please check the link". I have done the rollback process and now it is working but I need to upgrade the ServiceDesk. Can you help me? Best Regards Rita Azevedo
problem adding new technician
my problem is that i can not add new technician and the save button dose not respond after adding all details and the fallowing massage appear (Error while invoking ajax request : dialogProperties is undefined)
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