Onhold Status reason
Is it possible to be able to quickly view the reason why a request(s) are on hold without having to open the individual request and look at the History to the request. For example... In the request view (list of many requests) you can have a column that indicates the request status (Open, Onhold, Closed, etc), what about an additional column stating a reason... OR Maybe when you 'hover' the mouse over the 'Onhold' status, it displays a bubble window showing the reason. Similar to when you 'hover'
Request page not supporting html anchor
We are running Servicedesk 8.1. On the users we have setup html anchors for easier access to other services. SIP link for calling. VNC for remote management. And links to ISP web for reporting cases, info and status. The user page supports these links fine. But on the request page, the anchors won' t work. It would be nice if this could be fixed to support html anchors.
Request For Change - Approval
Hello, I have sent some “Request for change” for approval and they are not yet approved. Why doesn’t the approval status turn into “Pending Approval”. Is it normal? If a request (ticket) is sent to approval I can view the status “Pending Approval”. Thanks
Scheduled Report deleted but still sending.
I've got a requests report "Weekly Workload for the web designers" going to two executives, every week. They said they were done with this report, so I deleted it from "Showing, Schedule Reports". The report is still sending apparently. I can't edit the report or the scheduling because it does not exist. I am an SRAdmin and I created the report and the schedule. Any ideas where I can find it, or shut it off? John "You know you've been doing tech support too long when you answer your home phone
Contracts Notification
We have missed a few contract renewals because the notification system didnt remind us. Doing a manual notification from the action menu works fine and we get hourly emails about incoming requests. Help! :(
Upgrading instructions
I've noticed while reading and performing a hotfix/servicepack that the instructions relate to backing up your SD+ using the backupdata.bat (in the first instance) My query relates to two things, firstly in the same set of instructions it then refers to running updatemanager.bat which also offers the function to backup, is this different to the backupdate? Secondly, If they are both doing the same thing, it seems sensible to include reference to this in the instructions and question whether there
Can requesters change site?
Can i make it so requesters can change their site? i would like to make it when they open a new incident, that the "site" field defaults to their default site, but they are able to change their site. is this possible?
Update Issues to SDP 8027 from 8022
Downloaded the 8027 update, ran update.bat file and selected it and get an error on install. Click the error log and it's blank... The last line in the command console that runs is this: at java.lang.thread.run(unknown source) I made sure java was updated.. The update manager error dialog is completely blank, just a white box that comes up. Haven't had any issues with the software itself, just trying to get upgraded to 8027 so we can install the new 8.1...
Crystal Reports & SDP
Why oh why on gods green earth have adventnet not used a date field for storing dates? This makes it nigh on impossible to write decent reports using Crystal (because lets face it, the built in reporting tool of SDP is pretty mediocre at best). How are we supposed to write date specific reports when the date is stored as a frikken string? And before you say anything, Crystal does not recognize the "<from_thismonth> command (at least if it does I can not get it to understand it). Considering how well
Reply email not appending to request
When a user replies to a request from an email client (webmail/outlook), it does not append the conversation to the ticket. If they reply from helpdesk interface, then it appends to the ticket. RE: [Request ID :##74##] : monitor has streaks <-- is the subject line in the reply. from my understanding, this should work?
ServiceDesk Plus fails to send any e-mails
We have a fresh copy of ServiceDesk Plus installed on a server here and for whatever reason this install will not send out any e-mail notifications. We've done all the tests to ensure that the server can create a connection to our exchange server via SMTP, but nothing is going out. Checking the Logs on the SMTP server there is no connection even being attempted. Wireshark was installed to the system to try to see if the connection was being attempted but just failed to write to the logs; nothing
Deleting Groups under the Default Settings
Hi team, We have renamed some of our Support Groups and would like to delete some of the support groups that are no longer in use that's under the Default Settings. I've checked all requests and no tickets are posted to the old groups. Actually, these old groups have been renamed already, and requests formerly posted to these group's names have been automatically moved to the new support group names. But in the Default Settings, the old group names still exists. Can you advise
2 features - how to track?
Hello, I found two useful feature requests, but I do not know how to track them... Here they are: https://forums.manageengine.com/topic/how-to-make-the-requester-can-t-see-the-conversations SDF-41170 https://forums.manageengine.com/topic/no-group-assigned-when-pick-up-or-assign-to-are-used-in-request-module SDF-23379 Googling by Feature request ID bringing me back to the posts, and I do not view this number in Feature Factory -> Feature List. Please help me - how I can view the progress status of
Approval for the Request
Hi Team When a request is approved/rejected by manager / TL someone, it send a email as Action taken on approval sent to <approval email id> to support ticket system and not merge automaticaly to that corresponding request. it create as a new ticket. normally it should merge right?. Please help on this how to configure it. previously those mails are correctly merged with request, last 2 weeks only it is happening. Thanks Mani Sundaram
SEARCH
Good day All, My topic is about the search. 1. I wanted to to search about the search issues in this forum but don't know how. 2. Main issue. Search in requests will target only the subject and description ? (Need a confirmation) If yes, then you need to think of having this search also on the fields in the service catalog templates, Manual searching for specifice details in the templates will be very difficult, and in most of the cases using normal request with all required in description
Going from Asset Explorer to Service Desk Plus
Hi there, what is the upgrade path going from AssetExplorer to the full suite of Service Desk Professional or Enterprise? I have over 1500 assets with TCO and purchase history (w/purchase orders) that would need to be migrated. So the question remains is there an upgrade path available for me to migrate to service desk professional. One of the critical components for us is mobile freedom. Since service desk has an iphone app it helps significantly however the secondary question is whether I can
Can we customize button New Incident and call It New Request instead?
1. Can we customize button New Incident and call It New Request instead? 2. Can we Change the label of "Change Template" to "Change Form"? 3. Can we make the requester to choose template first and then based on the template the form is shown from the selected template. 4. Can we apply role to the requester like technician?
Only local administrator email is working
If i log in as the local admin (administrator/administrator) to helpdesk, after creating a new incident request, notification emails are sent fine. if i log in as a domain user (imported from Active Directory), after creating a new incident request, no emails are sent.
Merge buttons on top for quicker actions
At least have the option to merge the buttons "Merge" and "Pickup" so they can both be done with one click. Or have the option of custom buttons that perform different tasks at the same time.
Task has been assgined to you
one of our technicians got Task ID:xhas been assigned to you notification mail. although he isn't member in the group where the task *REALLY* assigned. i check the task it's assigned to the correct group. how can I investigate such issue. to know why did he got such mail
Expected release date of ServiceDesk Plus 8.1?
Hi SDP What is the realistic expected release date of ServiceDesk Plus 8.1? Will the new CMDB be supported on SDP Professional Edition?
Amending a user account
Hi guys. If an account is created by an incoming email (i.e. automatically), it appears that you cannot delete the login username. i.e. we have an account that has been set up by a reporting programme reports@domain.com and the login is reports@domain.com. As this account does not need access to the self support portal on our system, I want to delete the login name but leave the account. It seems that SD+ will not allow me to do this at present. In the meantime, I will delete the account and recreate
Approver of the request for service
In clients edit option why not is possible add to clients like approver of request for service.. the only option available is like approver of OC
Microsoft Office Professional Plus 2010 showing as Compliance Type : Under Licensed but listed under overlicensed area
We are in the middle of some upgrades and I happened to notice this. Not sure if this is a bug or something misconfigured on my side. I had a vista and server key I had to add that were both showing as under licensed on the pie chart that turned green once i updated the info. For some reason though, the office line wants to list as compliant when it is not.
Purchase a service / work
Hi, we use service desk plus. I wondered if there was a way to add an item to a purchase order that's not an actual asset but needs to be placed on a purchase order none the less. I can work around this by adjusting the price of the order and entering something in the remarks section but it would be more useful if I had away of actually entering the details of the work or service as an item on the purchase order. thanks
Access to Service Catalog for requesters
Hi SDP's guru, I would like to find out, how can i give access to Service Catalog for AD's users? Now all admins and specialist can see these services. But i want to give access to AD's users(requesters) because it will be very convinient to use and add new requests. is it possible? regards, the_script
Report on number of requests raised per day
I am looking for a report with the following: All requests raised for a period Day of week request raised All the reports I seem to get have the DATE of the request but I cant see how to convert the date to a DAYOFWEEK. Appreciate any help. Cheers.
Possible to set up reply to email notifications?
Hi everyone Is it possible to set up email-notifications? If a tecch receives an email it would be really helpfull if the tech could just respond to the generated email from servicedeskplus and the answer get's relayed to the user. Just like this:http://www.deskpro.com/features/replying-to-email-notifications Thank you. -Morten
Departments, User Groups, Regions, and Sites - need to create a Signing authority approver
Hi there, I think I have a unique problem. Our oganisation is quite large spanning many provinces/cities. Each Province has a branch. Each branch has a branch manager and possibly more than one person with signing authority to purchases. My IT director wants to have approval on all special hardware/software purchases. What i have done was created a Service Catalog for the initial request that the user or project manager fills out. What we want is to have this request approved by the
Update of Search function
You can currently search in requests for a persons name but the results that shows up include the persons name if it is anywhere in the request, including comments and emails. If the seacrh function had a small option for selection such as "Requests by" "Description" and other fields such as "Comments" "Conversations" This would increase the search functionality 10 fold and you could search for a persons name to bring up all his/her requests and would help with finding managers names in requests
Technician/Requestor management : Deleting and converting technicians and requestors
We have the need to: 1. Convert technicians to requestors when they change departments or job duties and still retain the data linked to the users that are converted. 2. Delete technicians and requestors when they are no longer employed or no longer using the system due to any reason and still retain the data linked to the deleted users. Currently it appears a technician cannot be converted back to a requestor. If you delete the technician, you lose data since for some reason, that I don't understand,
Asset Component Resource Details Screen
We manage monitors as Asset Components. We have created custom asset fields to track screen ratio (standard vs. widescreen) as well as Input Types available. However, the default 'resource details' screen does not show any of the available UDF's. Is there a template or way to change the default asset component details screen to add the UDF? and if not, I suggest that as an improvement.
Outbound Email Woes
Can not send any notification messages out of the system. Logs are not to helpful, just says it failed. Thoughts?
Undoing a ticket merge
I accidentally clicked on the box that selects all the tickets ( I was just trying to select the most recent ticket and one from a little bit earlier in the day) and before I could stop myself I merged every open ticket we had. Is there a way to undo this, or am I stuck going through the one now massive ticket and splitting them off, while trying to find the associated notes to go with that ticket? (SDP ver 7.0.0 build 7012)
Request for change - Approval
Hello, I would like to know info about “Request for Change” with status “APPROVED” by the System. We have some “Request for Change” approved by the System but there was no request for approval. When and why does the System approve the Request for Changes automatically? Thanks
deleting a SITE
Is there any risk or impact to deleting a SITE that has not been used for a long time (6 months)? our old admin was reluctant to do this, but I don't know why.
Best way to configure SMS for High priority
I have a Business rules: Set of rules which sets a group of technicians according to requester's email (Sender field) i.e. "if Sender is user1@mydomain.local set group to User1Group? if Sender is user2@... set group User2Group" -- alomost 10 rules. And i have notifications "when Request assigned to group send e-mail to technicians of this group" in Groups settings. Now i need to send SMS notification for ALL technicians in specified group ONLY if request priority is High. So like "if Priority is
SMS only for High Priority
Is it possiable to set SMS to alert only on high priority items? This feature can send a lot of SMS requests to my phone when I don't need to see everything that is logged. Taken from Admin Tab: Alert the following Technicians by SMS when a new request is created There should be a way to set SMS on priority levels only. Michael
Personalize Time Zone
Hello. I am running SD+ 7.6.0 Build 7605. I have support technicians in more than one time zone. When they log into the system and go to 'Personalize' menu they are given the option to configure a Time Zone. After doing so and saving the settings, the time shown in the SD+ interface does not update. 1. Why does this not change? 2. Does that time shown integrate with SLAs and Operational Hours?
richadeolia
hi, i have downloaded webnms 5.0 and want to customise the product. But one particular configuration file is missing - database_params.conf. how do i get that file. Its urgent..pls help Thanku
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