Dashboard View > Requests by Technicians - Adding custom requests status'
Currently within version 8.0 and on the helpdesk, you can view requests by technician and the status of the call. Whether it is Open, On Hold or OverDue. However we have other request status' such as 'Awaiting 3rd Party' and 'Awaiting Customer' and these status' aren't included in the view so the Total's are wrong as they aren't included. We would like to see the ability to add these into the helpdesk view if they are not so already.
Requests View
Hi I am wondering, in Dashboard -> Heldesk View we have a view with Request Status (request not Closed). This includes Open, On Hold an Overdue. I have made a new status (Pågår) that indicates that we have started on the request. How do I get this status in the global Request Status View? rmo
How do I get alternate lines of colour on the request list page?
The upgrade from 8.027 to 8.1 has brought some comments from our desk team asking why the coloured lines that made reading the request page easier have been removed. Under 8027 the lines alternated in colour so you could more easily follow a line of detail across the page. Now under 8107 that display feature appears to have gone. Only if you highlight a line by moving the cursor over it does it go yellow compared to the all white background. Can I have the lines back please :-)
Ability to retire technicians
Can we have teh ability to remove a user from the technicians list BUT leave all old requests assigned to them to show they did teh work. At present if you remove a technician the work, open or closed, becomes unallocated. Only workaround we have at present I can see is to remove login rights to regain a licence and to rename the technician with a prefix like zzz so it moves to the bottom of the technician lists. Thanks,
Overdue request report
Hi, I have been using an overdue request report, filtered by dueby time, request status = overdue and technician. The problem I have is a request will go overdue, the technician will change the due date which resets the overdue flag and I cannot report on it. Basically you get get around overdue SLA's by rescheduling the due date! Anyone else overcome this problem? Thanks, Lee
Category groups that are technician assignable
if we had request category groups that could be assigned by technician we could bring in a much larger user population into the application. for example, we could use sdp for employees that want to submit a request to hr or accounting and those departments could use sdp as their request management system. and then hr or accounting users could only see requestof a category that relates to them. just some food for thought...
Converstions within Problem
Some time back it was suggested that the Problem module would have the Conversation element of REQUEST added to it. Any idea when this may be implemented
Ability for Asset Agent to update itself
Can we have the ability for the Asset Agent to update itself on demand please. We aren't in a position to use the AD login scripts and don't have access to an account that we can do a push install with, so have to get our users to go to a network share to do the initial install themselves. So if the agent could be told there was an update available from a specific share it could be 'woken' and update itself on demand. Makes upgrades of agents much easier.
Email Commands on Site Field
After searching the forums, I found the field SITE can only recognize Home and Contractor values as below. ----- @@SITE=xxxx@@ Valid values for xxxx are based on our setup, the current values recognised include Home, Contractor ----- We have defined some sites with our own custom values, how can it be recognized by Email Commands? Thanks in advance for your help.
Show Technician's detail same as requester's detail while they want to submit a request
Dear all There is a question that i have . When requester logs in to the ServiceDesk he can see all his details automatically while he is going to submit a new request, But when the requester changes to "as a technician" there will be no information for technician's details and the technician should choose his name manually from the list if he wants to submit a request I want to know is there any way for technicians to view their details same as sequesters while they want to submit their requests?
keep me signed in
Dear all the check mark for the "keep me signed in" does not work I enabled the check of "keep me signed in" and i close the browser,When i opened the browser again it did not save my login and password information and each time I had to re-type them again . could you please tell me how can i fix this? Thanks in Advance Negin
attach a file more than 10 MB
Dear all I want to attach a file to the Service Desk more than 10 MB while Submitting a request Could you please advise me what can I do for this Action ? Thanks in Advance Negin
Trying to start MySQL server failed
OS : debian 6.05 64bit no GUI Setp 1.# ./ManageEngine_ServiceDesk_Plus.bin -console No error is finished。 2.# /opt/ManageEngine/ServiceDesk/bin# sh run.sh Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days libgcc_s.so.1 must be installed for pthread_cancel to work Trying to start MySQL server failed how to fix this ?
Importing Assets
In ASSETS -> RESOURCES -> WORKSTATIONS, my goal was to add a new workstation type called “Thin Clients”. I wanted to import all of our thin clients into that type. But instead of creating a “Workstation Type”, it created a “Resource Type” on the left called “Thin Clients”. Here are the steps that I took. In the screen shot below, you can see that I mapped the first 3 mandatory fields. TYPE contains the value Thin Client for all rows. NAME field just has “Unable to Name”. We added that since we
Selection of requester - mouse only?
Since upgrade from 8027 to 8107 we've noted that the requestor dropdown box behaviour has changed on teh new request screen. Previously when you typed it auto filled and filtered and you could use the cursor keys to select an entry from the list once it had filteed to your requirements. Now the list seems to max at 10 lines and you have to use the mouse to select an entry. Any chance of the old functionality back please?
Forwarding approved purchase orders to Accounts Dept
On the purchase order setup, is there a way of having all approved purchase orders sent to a specified email address or account as well as the requester. It seems very strange to me if there is not, as you are then relying on the requester to forward the purchase order.
How Can I make report for more requests frequently ?
How Can I make report for more requests frequently ?
Requests older than 2 Days
Hi, I need a daily report for all requests older than 2 days which are not closed. Columns I would need are Request ID, Request Status, Created Time, Requester, Subject, Technician and Priority. We can group this based on Group. We are using mssql SDPlus version 8.0.0 Build 8020 Any help would be appreciated.
Re-Configuring PM tasks which are changed to 'One time' task after 8.1 upgrade
Dear Users, The Issue "Preventive Maintenance task schedules get changed to one time schedule" has been fixed in the hotfix 8107. The task schedule(s) which are changed to one time schedule will not be recovered automatically after upgrade to 8107. These changed schedules needs to be reconfigured accordingly by editing them manually. To do this: 1. Using the below query to identify the list of Preventive Maintenance tasks which has been changed to one time schedule SELECT sw.WORKORDERID "PM Task
DELETE WORKSTATION WHICH ARE DISJOINT FROM THE DOMAIN
Hi all Is there anyway to delete all workstation which dijoint from the domain automatically? Thanks.
Forgot Administrator Password
Dear all I changed the administrator password and I forgot it. Could someone advise me how I can recover without reinstalling? Is there anyway to change the password from SQL Server ? Thanks in Advance Negin
send approval to the department head $DEPT_HEAD$
Hello If you have lots of users, you do not always know by heart the hierarchy and/or the names of the managers. In the current version, for each department, you can define a department head: When manually sending an approval it would be very helpful, if you could either enter $DEPT_HEAD$ as email address or tick a check box behind the To: label to tell the system that it should send the mail to $DEPT_HEAD$ Thanks for any feedback regards, Marc
Report on conversation emails sent to a certain email address
Is there a way to run a report to search for all conversations to a certain email address? For example, I would like to run a report that shows all requests that include conversation emails sent to jsmith@abc123.com.
ServiceDeskPro - Major Problem with Approval Authentication - Development Request
Hello, If you send an approval from a request to someone, but if that someone has their emails on forward to another person, then the other person can approve the approval request. Hyperthetical situation: Manager forwards emails to next highest ranking staff member (for whatever reason). This staff member requests something that only his manager can approve. The technician is not aware of the manager having forwarded his emails to the requesting staff member and sends the approval to the manager.
Mail to Requester - Sending notification failed
We have two domains within our organization. When we try to reply to a requester in the alternate domain through the helpdesk the email address will populate the field but then we get a window that says: Sending notification failed. Apparently we can not send email to any addresses outside of our main domain. This used to work and now it doesn't. Please advise. thanks.
upgraded to 7606: the technician groups are not shown any more
Hello I just upgraded to 7606. Everything works fine, EXEPT that the groups are not shown in the dropdown lists anymore. Here's my debugging: When creating a new request, the groups are available in the 'Group' dropdown list. After selecting the site in the 'Site' dropdown list, the groups disappear. I can not select the group in the 'group' dropdown list any more. The only option is '-- Select Group --' When setting back the site to 'Not associated to any site' the groups become available again
Select Asset popup size problem
After our upgrade to 8.1 the size of the popup windows when we are to add/change asset doesn't show all information. We are not seeing the search icon and we have to change the size every time we open the select asset page. I have included a screen shoot of this. Is there an easy way to change this for our self since we use this often? Best regards Peter Samuelsson Sodra Skogsagarna
Video's in Solutions
We are on SDP 8.1 8107 Is there a way that we can include embedded video in a solution? For example, if I had a flash video showing how to change your desktop resolution, the user could then find that solution and have both text instructions or click on the embedded flash video (from youtube or another similar site) and watch and listen to the instructions. Currently it appears that we can only enter rich text and as such the code for embedded media does not work.
SDP 8026 on Win 2008 R2 64 bit
I can't seem to get this installed. Tried the latest release and it hung on the loading screen at loading application layer.... the changedb bat told me that it would not work with my ver of sql (2008) that I should downgrade to 8026. Uninstall and reboot. Install 8026. I used port 88. Install seems to work. Reboot and log in, manageengine servicedesk service is running in windows services. Try to navigate to page and it fails. i stop the service desk. I try to start using the icon on the desktop and
Microsoft CAL licensing - Can't add requester to 2 CAL software licenses
Hi, I've created 2 software licenses in ServiceDesk with license type 'CAL'. I've found if I add requester to first license then I can't add them to 2nd license. Going forward we have to manage CALs for Exchange, SQL Server and Windows Server. I will need to add requester to 3 licenses if possible. Am I doing something wrong or it's not possible to add requester to multiple licenses? Thanks, Shazad
Auto classification
Some It assets are automatically classified as servers and others are classified as workstation, any idea how to change this classification? Auto classification got around 70% of the servers in the servers section and the others are classified as workstation, on the other hand there are lots of employees’ machines are wrongly classified as servers (operating system is windows seven). Please help. Thanks in advance. Mohamed Hamied ServiceDesk Manager.
Scan of assets, problem
Hello We upgraded our installation of Servicedesk plus from version 8.0 build 8027 to 8.1 build 8106. When we did this we changed server and OS from windows 2003 to win 2k8 r2. We have some issues that I havent been able to fix. 1. Before the move we where able to scan windows 7 and windows 2k8 server after the move we are unable to do this. If I turn of the firewall at a server that I wish to scan I can scan it. If I have the firewall on but allow everything in and out I get that the computer doesnt
Problem merging incident and service templates in 8.1
Well I figured since the SDP tech support team isn't going to reply to my support request, maybe I'll have better luck with the forums. Here's the problem: We are excited for the new features in 8.1 and are ready to upgrade however we first ran a test environment to pinpoint any possible problems. In doing this we have noticed that our incident templates and service templates do not merge properly in the user portal, even though we have selected for them to merge in the Admin. Basically we have
update failed, server now will not start
migrate from 8022 to 8027 went well, then tried the migrate from 8027 to 8100 which gave a bunch of errors and now the server attempts to start then stops then starts in a loop but does not start at all. not how I wanted to spend my day...
Hardware and Software Requirements for new installation
Hello all, Just planning our SD installation. The box where SD is goin to sit is in a remote location so i really want to get the software and Hardware correct first time. We will have around 400 users to manage and about 1000 nodes globally, these will be supported by about 20 Techs. Ok so the base OS i was going to use is Win 2008R2. Do i need a seperate DB instance or will the the installation of MYSQL be ok for this amount? Thanks for your advice. Allan
table for subcategory and item
Dear all Could you please tell me what is the Table for "Subcategory" and "Item" in SQL Server? Regards Negin
technician notification problem
hi having a problem with technician notifications you can see from the pic here is what I set our notifications to after a little while, maybe 20 min, I will notice that emails dont seem to work right and when I check, it looks like this notice the lack of quotes and the re-order of names. When this happens, only Joe and Andy get emails, Jim does not. If I re-pick the technicians, it works again for a bit and then resets itself again can you help me make it stop changing? thanks so much
How Can I make report for more requests frequently ?
How Can I make report for more requests frequently ?
Setting up Opmanager - servicedeskplus environment
Hi all, We just bought Opmanager & servicedeskplus. What are the best practices? We can install it on a physical server or we can create a vm on our vpshere 5 farm. In case of failures, opmanager must run as long as possible, to keep sending alerts. In that case, I think installing it on physical machine would be better. Our central sql server is a vm in our vsphere 5 farm. So what if the vmware farm goes down? Can opmanager send alerts, even if the sql server is offline? Or is it better to store
default time zone (GMT-5:00)
for all users and technicians default time zone is GMT-5.. all users and technicians have to update their time zones by personelization settings. is it possible to make the default time zone GMT+2 so that we do not have to do any time zone personelization for each user.
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