Sorting Services
Is there a way to sort the services and service category in the Service Catalog? It defaults to alpha which is not very optimal. If it can't be done in the GUI can it be done in the database? Thank you.
How to identify Merge Requests?
What tables in the Service Desk Plus schema tracks Merge Requests? Or, is there a query/report that I can run to show all the merged requests? Thanks, PS.
Employee ID Imort from AD
Currently, a technician is unable to import the Active Directory "Employee ID" field into the already available "Employee ID" requester details field in ServiceDesk Plus. We can create an additional field to meet this requirement, but this does not make much sense. Why NOT allow for Active Directory imports of the employee ID into the requester's employee ID field? It would save whitespace and it makes sense to allow for that import, rather than make the user or technician update the blank requester
Feature Request - Using "Status" in Business Rule
Could you please add "status" as a criteria to use in business rules in next hotfix.
Servicedesk http to https
Hi I have enabled https on SD and redirected http to https in tomcat, but I can change web address from https://servicedesk to http://servicedesk and it still works. Can I disable http? where do I do that? I only want to redirect http web to https, nothing else.
Modifications to My Summary
Is there anyway once add custom views to the my summary panel that is displayed when a technician or requester logs in?
how to make the requester can't see the conversations ?
Dear all, we deployed a manageEngine ServiceDesk Plus8 to a special department, we have a requirement that, we can't allow the requester to see the "conversations"(means not allow the requester see others' reply/forward, they only need to see the close comments, that's, they only need to see the solve result, can't see the Intermediate process ), how to do this ? thanks Bests regards David
Empty OU list in AD Import
Today I had installed fresh updates for Windows Server 2003R2 x64 and TZ-fix for JRE. And later, when I had tried to import requestors from AD I had found that list of OU's is empty. It contains only "Users" OU. Yesterday I had no problems with AD import process. SD 8.0.0 build 8022. I pressed to "import OU structure again" Here is the log of today's OU scan: [15:45:08:059]|[03-16-2012]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[24]|: Connection obtained for crawling
Renaming Workstation/Asset Labels in the form
I would like to rename the fields or at least move the custom additional fields to be higher up in the forms. How would I approach this?
Client Login Log
Can I get a historical log of the income to the portal of my clients. I need to know the schedules to which they entered to the portal. Regards.
Two differents email acconunts for two different partments
Hi I have two different support partment with two separate email accounts/addresses in the same Servicedesk, Can I set that SD reading and create incident from two email accounts?
Sending email to Requester Groups in ServiceDeskPlus MSP or ServiceDeskPlus
Is it possible to create a group from a list of requesters in either product and send email notification to the group from within a Business Rule. Currently, I only see the capability to create a group from the technician list and then you can select the technician group in a business rule. We have requesters that belong to the same site/building/department and we want to be able to send notification to a requester group when a business rule is triggered. Can this be done with requestors? Cedric
Adding attachments to requests
After a request is sent by the user, it is not possible to send further attachments. It is only possible to send notes ("Add note"). Is it possible to add a feature like "Add attachment" Thanks, Carlos.
Can't importnt any new user
Greeting all, The problem is I cant' import any new users when try to Fitch from AD OU it appear only users which is actually not exit in the domain. This issue came in the surface when I use domain scan to delete unwanted domain and I keep only one to not confuse the user when they log on we have only one domain What you advice on this also I complete the setps in run the script for single sign one but success but still the users enter their password and usernames in order to log on May be it's
any ways that i can copy the purchase order?
there are some services my company subscribed regularly (e.g. on a monthly/quarterly basis) and it would be so nice if i can simpy copy the purchase order and udpate a few lines (just like the copy feature in "request"). any hopes?
User updated details in ServiceDesk, can it then update the users AD Account?
Example: User1 updates his phone number details within servicedesk plus via the "My Details" tab. Can this information then be exported back into Active Directory thus updating the users AD account with the phone number? Hope that made sense :) Regards, Stuart
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
type of request
How could I change (with a SQL server query) the type of 900 requests from type = N/A to Type=Incident thanks in advance Service Desk Enterprise: 8.0.0 build 8022 database SQL Server
Linked custome fields
Hi, I want to post an idea for Request additional fields . if you can make a linked custom fields like for example (Category , Sub category , items) in the Request each list depend on the parent field, is it possible to have the ability to create additional field has a relation like this example thank you
Image in notification mail templates.
Hi all, I would like to insert the company logo (Admin->SelfService Portal Settings -> Header image) at the end of the notification mails. In Admin->Notification Rules -> Customize Template I can insert into notification mail different parameters ($RequestId, $Description, ... ). There is a parameter (example: $HeaderImage) that allows to insert the header image into a mail template? Thanks, Sutot
Add resolution in bulk
Hi, We have a backup application sent its results to SDP, but we have to manually add a resolution to each job eventhough they should all have the same resolution, this is tedious. Is there a way to add resolutions and close these in bulk? Thanks.
"Pick up" request
What is the purpose of the Pick Up button?
Merge vs Link
What is the difference between Merge and Link?
will there be a cz (czech) language pack available?
Hello, some czech collegues where wondering if there will be a czech language pack available in the near future? Thanks 8)
Assigned Number of Case to a User mistakenly
Hello, It happens sometimes that while assign cases, i mistakenly assign all the cases to a single username. Is there any way to undo that. or i have to check the history of every case and reassign to the right person. Please help Thanks.
Auto refresh option within Requests
Would be nice if their was an auto refresh option within the Request tab. Is this planned for a future release?
Giving another requester access to a ticket?
Is there a way to give other requesters access to a ticket. We have many situations where we want a few people to be able to monitor the status of a ticket (and they're not technicians), but I can't find a way to give them full access to the ticket. Thanks!
Issues with Service Desk plus technicians
Hi Today we experienced an issue where independently, 2 technicians logged into SD+ and were not recognised. They were able to login, but their names were not shown and they could see no requests and were told they didn't have access to the tabs (Admin, Change etc). When they changed their AD passwords, all worked fine. However, their passwords were not due to be changed. Any ideas? James Gander Gander Service Management IT Operations and Service Management Consultancy
SDPlus on SQL 2008 Express
Hi all, I would know if SDPlus can run on MSSQL 2008 Express, and if there are limitations using this version. Thanks in advance, Sutot
Service Catalog Approve
HI: I am trying Trail Version , I Make Some User as Department Head and Enable Service Catalog Approval Option ... and other User from the Same Department can make Service Request , and i create some role for the dept. Head users and Assign . Setup : When the user make service request and it will go to dept head and he will approve the Request Problem : but the Dept head user cannot see the Service request of their dept users, How can i fix this Issue..?
Announcements and bulleted list on Home view
Hi Two problems in Announcements editor: 1. Bulleted List seems not working in Internet Explorer 9 2. If I use Bulleted List or rows in Announcements, it not looking useful on "Home" view, SD put togheter all rows. I can not get Bulleted List on "Home" view. Is this something that going to bee fixed?
Make LDAP default at login screen
Hi, Quite new to SD+ and had a question We completely rely on LDAP authentication and would like the have LDAP as the default on the login screen. It'd be even better if I could get rid of the drop down menu next to 'log on to' I perused the docs and forums but didn't see anything that could help. Anyone experience with this? Gregory
Assets no longer in domain remain in store after domain scan.
Apologies in advance if this is a simple fix, I'm still very new to ManageEngine Service Desk administration. After going through the admin guide I am unclear on how to exclude some OU from domain scan. Our environment is set up to discover assets and scan changes using domain scan. This works well for the majority of our assets. However, after some time and changes to the domain a number of workstations are no longer in the domain. The assets remain in the store list after a new scan of the domain
2 computers in our network are being overwritten while adding assets
I got a strange problem. 3 computers in our network, while trying to add in assets in SDP 8.0, are being overwritten with each other. Common thing I noticed with these compuers is that all of them have vmware server or workstations installed in them.
Can't find request
I can see Requests by Technician in my dashboard and I see there that's one of the Technician has one overdue request, but when I click on it, I can't see anything: How could I find that request?
Escalation suggestion(s)
In the build we are currently using (8020) only technicians and the ticket owner (presumably the requester) are listed as people to whom a ticket can be escalated. Since there might be occasions when one wants/needs to escalate tickets to (e.g.) managers who do not have technician access, I suggest that you modify the SLA section to allow: An option to allow selection of "Technicians" OR "Users" Selecting "Technicians" displays a list of the technicians registered in SDP Selecting "Users" displays
Getting agents to report to Servicedesk Plus
I followed the instructions to install the agent on my PC via GPO and am trying to get it to show up under Assets > Workstations > Agent Installed Workstations. I verified that the agent installed on my PC by looking under add/remove programs in control panel, and the Asset Explorer agent is listed there, but I don't see it in the web UI. I looked for some documentation on how to force it to run a scan and report to servicedesk but could not find anything. We presently have two PCs that the agents
Error While Starting ServiceDesk
Hi All I Install ServiceDesk On My System With This Info: OS=widows 7 DB=MSSQL 2008 in Process Time I Dont Get Any Error but When setup Finished Get This Error: Error While Starting ServiceDesk and When I Click On Icon On ManageEngine ServiceDesk Icon Get This Error: The Item 'SDPLaunch.exe' that this ShortCut refere to Has Been Changed Or Moved
Remote control in Service Desk 8 Plus will not install Active X
Using Windows 7 SP1 I am unable to get the Active X control to install on the client when using remote control in ServiceDesk Plus 8 build 8026.
How to track external request/resolution dates?
Hi all, Please consider the following specific scenario: * The requester sends a request in SDP. * 1st level support is provided by a group in SDP. * 2nd level support is provided by a group outside SDP. * 2nd level communicates the resolution to 1st level support. * 1st level support communicates the resolution to the requester. * The report needs to show all closed requests with an indication of: - The creation date of the request. - The date when the request was
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