Highlighting incidents that are approaching violation
Hi Everyone, The Help Desk dashboard there is a graph that shows you the number of incidents approaching violation. Is there any way to place a visual representation against each ticket in the queue that meet the approaching violation criteria? E.G having the incident text red in the queue view for all that are about to breach in the next 60 minutes. Whilst the dashboard it great most of my technicians do not look at it and spend all of their time in a request or the request queues. Thanks
Can't add Column Resource Tag to Asset view
On the asset overview page I can't add the column "Resource Tag" which would be quite helpful. *edit: Just saw there is already a feature request for this: SDF-27448 Resource Tag option is required in column chooser of all asset list views. I would still class it as a bug because it makes the product almost unusable when working with Asset Tags.
Service Catalog in the Professional Edition?
Is the Service Catalog in the Professional Edition of SDP? If it is, I can't find it - all I have is "Service Categories".
Getting Error Occured Message when upgrading
I am getting an Error Occured message when upgrading from 8112 to 8114. Clicking on view log presents a blank dailog box. Any help will be appreciated.
SAML2 single sign-on in SDP on-premise
Hi, There is a functionality that we will apreciate: single sign-on using SAML2. I can see that it is available to the on-demand platform ( http://ondemand.manageengine.com/service-desk/ad-sso-integration.html ) Is it scheduled to be integrated on the on-premise SDP? Thanks
As a privacy safeguard passwords that are sent to applicants in ServiceDesk Plus so you do not see the other members of the support group?
Some service requests involve the creation and sending of passwords to the applicant from ServiceDesk Plus. I need these passwords are hidden for all technical support group except for the technician assigned. You can have a field for this purpose?
Iphone - can't login to SDP, error 501
As in topic. Any help ? BR M.S.
Approval
Afternoon, We are trying to setup a Service Catalog request that requires approval before assigning. I have it setup to the point that it requests approval and once the approver does approve it the request just stays in unassigned status. Now I have tried doing this with both defining the Technician during creating the request as well as defining a Group when creating the request. Neither option makes a difference. Also under the work flow tab I have checked "Send Approval notification automatically
Whether multiple logins required in windows for servicedesk plus
I dont have any kind of Active Directory/ similar kind of authentication in my organisation. 1. Is it possible to deploy servicedesk plus and utilise all its features? 2. Will it require creation of a login with administrative privileges in windows desktops, which has a common id and password across all the desktops? 3. If it is essential to create administrative logins, can they be hidden from the users so they dont login into the special administrative login.
ServiceDesk Plus Roadmap
Is the ServiceDesk Plus roadmap available for the public to view (with or without time scales)? Also, what features will be in the next release of ServiceDesk Plus, and when will it be released?
technicians cannot choose specific user groups while adding new announcements
When a Technician wants to add a new announcement he cannot choose the specific user groups. I mean he cannot see the user group option Why Is that? and how can they create a new announcement by choosing the specific user group ? Only Administrator can do this. An because of that for each announcement technicians should refer to the admin to create the new announcement for them. Any Idea? Regards
Mandantory Fields for Assets
We have found some Technicians do not bother to put in such values as "cost" or "Vendors" etc and after a period of time when we wish to find out information about a product we have nothing but the serial number and model which does us no good at all. The ability to set certain fields as mandantory would be ideal
Moving Solutions from one install to another
Hello, We used ServiceDesk Plus in the past and stopped using it for a few months. I have been asked to re-deploy ServiceDesk and abandon all settings, configuration, etc with the exception of the Solutions. I need to take my current Solutions and move them into a totally fresh/empty install of ServiceDesk Plus. Is this possible? Thanks!
Problem with the Demand template
Hello, there is a problem. When editing a template of the demand of the user, a field which can be added aren't active. the template by default is edited. How to fight? Forgive for my English.
adding worklog to closure email
Hello Manage Engine Support Can you please let me know if it is possible to have the work log added to a job closure notification email. Regards, Sam
Can ServiceDesk Plus do inserts data into another database engine?
Hi, Please help me with this questions: Can ServiceDesk Plus do inserts data into another database engine, such as Oracle? vice versa How to achieve communication to other databases? Thanks, Mauricio Fuentes
How does an asset get assigned to a user?
While we are getting assets (computers) assigned to users, we are not quite sure how this happens. Curious what the impact is for a "shared" computer with mutliple people logging into the computer. But a general understanding of the process would help. -Les
Restore deleted requests
Hi, Is there anyway to restore the deleted request from the database;
Integrate JIRA/Confluence issues to SDP: two-way transfer
I have seen other threads on this, but nothing in the last 10 months. I work at an organization that is using JIRA and SDP. We'd like to allow these two solutions to share tasks back and forth. When an issue is created in JIRA, we'd like it to replicate to SDP and vice versa. Is this functionality currently available? Thank you very much.
show resolved requests/incidents in the start screen of the user
Is it possible to show resolved requests/incidents in the start screen of the user? Just like an approval request? Is this already possible (ie changing a setting) or is this part of a new release? I now have users coming to the techinicians to ask them to send the resolved email again as they have deleted them.
Cannot remove department
Hi. I need to delete a department, but when i try the system alert that the department cannot to be removed, because it´s been used by an other module. I check all the module un the system, but nothing is related with this. How can i see where is this relationship? Thanks in advance
How many technicians have the administrator profile in ServiceDesk Plus?
Hi, How many technicians have the administrator profile in ServiceDesk Plus? Thanks, Mauricio Fuentes
Mass Update Requester
Hi, I am trying to update the email field for all Requesters in one batch, and I am so far astounded by how bad Manage Engine is at doing this. I have exported all data into an XLS document, added the email addresses I need, and then saved the document as CSV. Then I go in to "Import from CSV" and the web page tells me that it will update the requester records based on the matching First Name, Login Name, and Password fields. The thread below shows that I only have to have the login name in order
Problem in the INventory
can the service desk plus send me email alarm when a server has a low disk space or unavailable or low memory? another question there is a probelm in scanning machine even after adding the right credintial and install the agent for windows machine or the script in linux the servers still gives Scan Status : FAILED the last question please can i add the servers in the search tab behind the workstation and asset ?
Active Archive Data
Hello, Is there any way to Active Archive Data ?? One of the technicians has been deleted from the list and after Importing him to service desk again he cannot see his own requests. Active Requests got back by updating each request with assigning his name to the active request but I cannot edit his Archived requests, I want to make those requests active and update, Is it possible ? Best Regards
Can Manage Engine Creat NMON Files ?
Dear All. As far as Managing Engine can provide PDF file reports from the report tab for each server, Can it create NMON files ? A company wants NMON files of each server to generate specific information and statistics. Please Guide me if Managing Engine can provide NMON files. Best Regards
All Scaned printer not showing in Assests > Printers
Hi, I am using ServiceDesk Plus V 8.1.0 Build 8109. Now, I am scanning my network and getting three Thosiba eStudio printers with all information of the printer but that not saving in Assests > Printers. If I tried to add printers manually then getting message that Printer name already exist but that not list in Assests > Printer even selected All printers. Regards, Prakash
Assigned to more than 2x Technicians
Hi SDP Team, I was just wondering if there are plans to update SDP so that when assigning jobs to various Technicians, that you could add a feature where it can be assigned to more than one techie... ie: Re-do the WiFi Network Structure will consist of 2x people and at mo can only assign it to 1x person.... Cheers, HCTC
edit relationship drawing
Hello I would like to know how can I edit the relationship drawing because it won’t fit on the screen so how can I make it a useful map Thank you
We have a voicemail that sends a mail to Servicedesk plus
The problem is that not all working with SD can see the case. The mail sender is: telephonenumber@forexample.com Because the sender do not exists as a requester it cannot be assigned a site and therefore not everyone has the authority to see it. Telephone numbers are different every time. Can I register *@forexample.com and connect it to a site in someway Hope you understand what I mean!
Survey E-mail
Hi, Is it possible to add request details in Survey e-mails to requester. I tried entering some of the information like Title : $Title Description : $Description Resolution is : $Resolution Technician : $Technician Resolved by : $UDF_CHAR4 With this I got the below results. Please help us improve our service by completing this short survey. Details of your request are: Title : Title Description : Description Resolution is : Resolution Technician : Technician Resolved by : UDF_CHAR4 Your feedbacks
import data from Asset Explorer?
Hi there, We've been using ManageEngine AssetExplorer for years and quite happy with it - added additional fields, attach documents, software licenses, reports, import AD users, etc. Now I'm testing ServiceDesk Plus Enterprise Edition and notice that it has asset management as well. 2 questions: Is the asset management features between Asset Explorer and Service Desk plus are the same? is there an easy way to transfer all asset data from AE to SDP without manually adding things? Thank you for your
Problem with login name that is the same except v or w
Hello We have a problem that if we have a user name like mawan and mavan, when we do a search on requester on either username we get both users instead of just one. A username should be unique and it is but why does it return both? I dont know yet if this effects us in more ways. I have the problem in 8112 and in 8114 with a sql server 2008 with collation Finnish_Swedish_CI_AS Best regards Peter Samuelsson Sodra Skogsagarna
How can i delete all requesters Accounts at a one time?
i need to delete all requesters accounts and start AD sync again on a fresh settings, how can i do that i am just can delete a punchs of 250 users on a time, i had synced 90,000 user! Please help?
how stop timer works
We are using the latest build of SD+ We have the following SLA: If priority is set to high, request should be resolved in 4 hours. The problem is as follows. Call comes in at 8AM. SLA is applied and call should be resolved by 12noon (4 hours). The technician puts the call on hold (stops timer) as we are waiting on the user. At 1pm the timer is started and immediately the call is flagged as overdue. The way we want this to work is as follows: 8AM call opened and SLA sets due time to 12noon (4 hours)
Mass edit assets
We often times will deploy a large amount of assets and it would be nice to be able to select a group of assets and be able to edit the fields that are all in common. We have a few custom fields that we would like to be able to do this to.
assets appearing with _old added to their name?
Today I'm noticing that in my workstation list there are several machines of varying OS's etc. that are appearing with an _old after their name. All these machines are still in service and no changes have been made to any settings on the workstations or the server. Does anyone know why this is happening? (8.0.0 Build 8005) Thanks!
SDP Standard Edition - Is there any point in upgrading version 8 to 8.1?
It seems like all of thenew features are not accessible in the Standard Edition and my SDP is largely stable on 8017, so I am wondering if there's any compelling reason to upgrade to 8.1 (other than support for newer browsers)? Welcoming any thoughts before I make a decision to upgrade or not. Thanks, Mike
Allowing new requesters who do not have AD accounts.
We are a School and have used SDP for years with our registered AD users (Staff and Pupils) imported as requesters, but also parents (who do not have an AD account) can email requests, and this automatically adds them as new requesters. We want to move away from emailing requests, and use the self-service portal, but how can we enable our parents to login to the portal, as we do not hold an 'account' for them? We do have a list of parent email addresses on our database which we could import . .
Change Device Type to Software
I am still trying to clean up our purchasing/asset list. It is painstaking but has to be done. Next issue I've found is somebody has bought a bit of software and it has a device type of xxxx equipment. Normally you can change it by using Modify Type but you cannot change it to software. Help please. D
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