Is it possible for a single requestor to see te calls of multiple departments?
We have got a director who would like to see the call from multiple department but i also want to keep it so the managers of those departments can only see the own deptment calls. I have tried to set the director as the department head of both department but he can still only see the department he is assigned to in the requester detail. If anyone could help with this i would be gratefully.
Monthy Report on Opten Tickets Over 90 Days
We are looking to generate a monthly report on the number of open tickets older than 90 days. I was able to generate a matrix report of tickets opened sorted by status over created date on a monthly basis using the Report Wizard, but we are just looking for an automatic report every month on the number of open tickets over 90 days old (as of the report time) sorted by current status. Thanks
report of acces to the system
How I can create a report that tells me which users have accessed the system in a date range such as a month?
Report to show tickets open or edited in the last 8 hours
Hi, Can someone help me create a report that will list all the tickets that have either been created, or last edited within the last 8 hours? The report creator only allows me to specify dates and I'm not terribly good with the query editor! Thanks!
Response DueBy Time question on Requests in Service Desk Plus?
Is there a way that response time can be set when I add a work log or something other than sending an email from the request screen? It seems that is the only way I can get the response time set, is by sending an email from the request, but sometimes we call the customer and leave a voicemail and I want that to count as a response time? Just curious we are getting ready to start using this in our production environment but I don't want to fail SLA's because I cannot get this field updated.
Default Template For Requster
Hi, Is there a way within the system you can set one template as default for 'Technicians' and another template as default for 'Requesters'? Thanks
Technican's To View Dashboard
Hi, Am i aware that the Admin and SD co-ordinator roles are able to see the 'Helpdesk' on the dashboard. Is there any plans in the furture to make 'Helpdesk' on the dashboard viewable to technicians? Thanks
Configuration backup scripts
We need to get backup scripts to export and import all of our configurations rather than having to manually validate that all changes made in one environment have been applied to another. We currently maintain 'sandbox/development', testing/training, and production environments to enable learning how the system works with various configuration settings, then loading those into testing/training environment to validate results then train our staff, and finally into production.
Log all emails sent by system
All sent emails should be logged (including notification emails) but not accessible to anyone other than the administrator
Weekly report - Requests - Problems - Tasks
Hi, In Reports tab, I cannot find weekly report for Requests - Problems - Tasks. Someone, please help me "Query" for them above. Thanks, regards!
Ability to force technicians to have 3 minute refresh
I'd like to be able to set the default request view refresh to 3 minutes for all technicians
How can you asign a site to a department
We have over 100 sites and of course a number of deaprtments at every site. when i go into the deaprtments tab to try and assing a deaprtment to a site there is no field therer to assing one . but on the front screen of the deaprtments it shows the sites column.
Scan changes Product names
Hello, I have following problem: I try to make a automatic scan routine, but the Printers are bugging for example: I scan all Ressources from IP x.x.x.x to x.x.y.y most of them get scanned, but at a few (mostly the HP LaserJet P2050 Series) the 'Product Name' changes automatically into 'unknown Printer' or 'HP-Printer'. Then i change it manually back into 'LaserJet P2050 Series' and after the next scan it changes back again. Is there a way to fix that or why does it always change the name. PS: i
Link to request in approval-mail
Is it possible to create a hyperlink to the request in the approvalpage? Now approvers do have to copy the requestnumber in an other ServiceDesk+ session and retrieve it. A link would be so much faster, easier and quicker. Best regards, Mark Flothmann
Unable to log into ServiceDesk using Administrator login.
I am unable to log into ServiceDesk 8.0.0 using the administrator login (Local Authentication). It has a MySQL database backend. I followed the steps found here in order to resolve this issue: http://forums.manageengine.com/topic/servicedesk-admin-password-reset ... but they did not help: Here are the steps: mysql> update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id join AaaLogin on AaaAccount.login_id
Hyperlinks in Self-Service Portal Usage
Is there a way to create hyperlinks in the Self-Service Portal Usage section on the summary page to enable direct link from this usage section to more detail? We want to point our technicians and/or requestors to detailed help for using Service Desk Plus. Examples include creating a request, search for a request, view all open requests, etc. This would give them a quick reference to 'online help' or the online training documentation that we will be keeping in the Solutions database.
After install SDP Demo, can't due to logon
Hi, I installed trial version on clean equipment, with Windows 2008 Standard 32-bit, IIS 7 and Sql Server 2008 R2 Standard. After installation and configuration can not use the default administrator login or guest, logon page. Can you help me in my evaluation? Thanks
ServiceDesk integration with Desktop Central Issue
I have just upgraded our Desktop Central to the latest version to get the integration with ServiceDesk Plus. I followed the directions to enable the integration, and everything works. However whenever I try to check off "Enable to access Desktop Management Functionality" and save, the check box gets deselected. I am doing this signed on as "Admin", not myself. It seems that I am the only user who the check box stays checked for. Any ideas on what could cause this? I checked all the roles and
Report against archived request
We auto archive requests over a year old. I dont seem to be able to run/produce any data against archived reports. So for example If I run > report by all requests > requests by department > then select a time filter of 1/1/2011 to 31/12/2011 - it only reports on calls made after 11 july 2011 (i.e those not archived). If I run the same report against the first 6 months of 2011, or any period prior to archive data, it reports nothing. How can I run reports agianst archived calls ?
Unable to log into ServiceDesk using Active Directory.
I am unable to log into ServiceDesk 8.0.0 using Active Directory logins. It has a MySQL database backend. I followed the steps found here in order to resolve this issue: http://forums.manageengine.com/topic/can-t-login ... but they did not help: Here are the steps: mysql> select * from aaapamconf; +------------+--------------+--------------+ | SERVICE_ID | PAMMODULE_ID | CONTROL_FLAG | +------------+--------------+--------------+ | 1 | 2 | required | | 1 |
CI Type incorrect after a scan
We have been deploying laptops over the last several months. Part of our process is to perform a initial scan of the device with SDP. What has been happening is most all the scanned laptops are being listed under Windows Workstation Asset and not under laptops. These devices are HP laptops. Why doesnt SDP classify them as laptops after a network scan is performed? Whay cant you manually move them to the laptops asset group?
How do I assign a site to a technician
Build 8027. Edit the technician - how do I assign them to a site (the same as a requester) so that when they create requests via email they are associated to the correct site? Example admin/technicians - on this page the site field is not available to be shown/added - for requesters it is available. If you edit the technician there is no site field - there is a site associated to the department field, but not his site. I am unable to do anything to his site, in admin/sites to make his dept/site appear
Feature request for SDP
1. Approval detail check. On request, Requester and Tech. can check approval status. But, cannot check what was written on the approval request E-mail for audit purpose. 2. Chrome problem. On editing the Service Catalog, Chrome web browser cannot type in for anything. (Firefox and IE works) 3. Requester's choice for approval (multi-stage) Currently when Service Catalog is made by Requester can choose the 1st stage approver. It would be nice to let requester can choose the approver by stages. Also
Question for Next Release (July/August 2012 version)
Can you give us more detailed information for these features? Screenshots or work procedure explanation would be appreciated. 1. Project management 2. xls data import Thank you in advance.
Mandatory fields in Service Request form
Is it possible to implement an option so that the fields in the Resource-info section are also configurable as mandatory? Mark Flothmann
inline images, URL change
Hi, SDP Version: 8.0.0 Build 8022 Inline images are no longer displayed. I changed from HTTP to HTTPS and our initial web link from servicedesk.domain1.com to servicedesk.domain2.com After that, i figured that all the inline images are still referring to servicedesk.domain1.com instead of servicedesk.domain2.com. Due to FW and ISA the domain1.com is not available over HTTPS (and i do not want that to be the case). My question here: Is there a way to change the domain for inline images? Some(not all)
Change calendar
I have just upgraded our test environment from build 7608 to 8109 and one of my colleagues has just noticed the change schedule dates. When she enters dates within a change, the change is appearing in the Calendar View. We also expected it to appear within the Calendar on the left hand side of the screen, and for something other than "No Changes scheduled" to appear just below the calendar. How is this feature meant to work please? Regards, Alan.
FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist
Service desk throws an error "FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist" . It is Windows 2003 server. Any idea what would be the reason ?
Set Minimum Password Length for Default Administrator user
I am evaluating Service Desk Plus. My environment is Windows Server 2008 R2, SDP is installed with a MySQL database. I have a drop dead requirement to no allow any passwords with less than 8 characters. This has to be enforceable at a system level. Currently the default administrator account that is created in SDP will allow the password to be changed to a single character. Is it possible to set a minimum password length in the database, and how would that be done. Any help is greatly appreciated.
New Feature Request for Notification Rules : Template based request update notification.
AS of now is SDP there is only one Notification rule , in which we can send the request update tp requester but that feature is applicable for all the requester. is there any notification available based on template. example: we have three different template for request logging. 1. Incidents 2. Serviced request. 4. SCM procurement request.( in this template ,we need to implement the request update notification to requester.) please help.
Where are service desk plus 8.0.0 Build 8009 conversations/messages stored in the database?
Could anyone say where the conversations/messages in service desk plus 8.0.0 build 8009 are stored in the database. I check the Conversation tables and found that only the messages that were sent using Microsoft Outlook are stored there. I also need the messages that are sent using Service Desk. I need these messages because I'm building a report that would return all conversations along with some additional information. Thanks for any help.
problem with file attachment
Dear all There is a problem that I have while I want to attach a file Sometimes when I am attaching a file into the reply message this message occurs "Sending notification failed" everything is working correctly,and I just have this problem with some applications and files. and I am sure about those files and applications that they are fine. I want to know that why with some files I have this problem Any Idea ? Regards Negin
Request Technician, Fault Location, Group and Affected Person Table.
Can anyone say in which Table or Tables I can find the Technician, Fault Location, Group and Affected Person associated with a Request. I need these to display on a customized report. Thanks. SP
Reports of Tasks
Reports should be able to report on tasks, not just on service requests
Since upgrading to SD+ build 8107 mail fetching time is incorrect
Hi Since I upgraded to SD+ build 8107 my mail fetching time is showing as BST and not GMT. I am now running build 8109, as I found that there was an update available yesterday and thought this may resolve the issue. I have run through tzupdater process and still I am having the same issue. This is causing mails not being automatically read in to SD+. Many thanks
Notification template in Problem not work
In the Problems can not be inserted template notification. In the Changes correctly. Or am I doing something wrong? In Problem: In Change:
Automatic Intelligent Request and Task Assigning
Assigning of requests and tasks based on options selected in custom fields (e.g. if country is ‘UK’ service request goes to UK team, otherwise it goes to international team)
Technician Login Error
I am having troube logging into our database as a technician. I have been able to login in the past with no problem. My "Administrator" login works fine, but at least 2 of my technicians can't login using their name/password. We've already confirmed the passwords, and logging into the correct domain. Nothing there has changed. We were using version 5010 and now on 5500 with the same issue, no change. Any clues? Thanks,
Sites OU address
Hi, In our Active Directory we filled all the addresses of our sites. I would like Manage Engine Service Desk + to fetch those information when importing requesters so that when a purshase is made I don't have to write once more those sites addresses. My following question is when a make a purshase, can I add an AD attribute so I can add a specific field like a code? Thanks in advance, Cedric
form designer
Good evening. Is it possible to develop a form designer to be able to create such a form as in the attached file. I guess I'm not one who needs this form, your product would be more in demand if we could develop such a form. Thank you for help. Hello you did not answer me, can you make this form or not? We bought license and my managers ask me to make this form. Can you help? Thanks.
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