Conversation responses not recieved by requester
We currently have email fetching and sending enabled. When a request responds (using MS Outlook) to a helpdesk request the conversation is updated and the assigned technician recieves an email (in MS Outlook) containing the contents of the requester's email. However, if the assigned technician responds (using MS Outlook), their email is added to the ticket Conversation, but the requester DOES NOT receive a copy of the response via email from helpdesk. Is there some way to enable this functionality.
SD Plus report scheduling emails
We brought up our DR SD Plus app for the first time in many months and it sent out report emails (with outdated reports) that had met the scheduling requirements. The only way I can see to stop these outgoing email reports is to change Mail Server Settings\Outgoing - Server Name / IP Address details. Is this the best option or is there any other means that could easily achieve this result. Thanks Brenton
Asset from Desktop Central are not being forwarded to Servicedesk Plus
What am I doing wrong? Please advise. Desktop Central Server settings in Servicedesk Plus is properly configured.... and ..... Servicedesk Plus Settings in Desktop Central is properly configured. Please help. Thank you!
Remove 'administrator' as Technician
We have 6 Technician licenses, which we want to assign to Domain Users. This means we need to remove the default 'administrator' as a Technician because it will not be handling incidents but should be used to configure the system. How is this acheivable. Regards Mark
Swedish holidays
Hi Is it eany way to import a ready list for Sweidsh holidays to SD?
Incident report to user
Hi, I'm not sure that can we send report to user about SLA, Response time, resolution time, etc.? To provide summary for user in timely basis and also to show them for technician response.
SQL report on a changed field
Good afternoon, In an effort to help train our helpdesk about the correct way to escalate tickets we have added a custom field "Marked for Review" so that we can run a report and look at tickets that escalated in-correctly. However, in the event the technician later goes back and un-checks this field it doesn't show in the report. So, what we are looking for is a SQL query report that checks to see if that value has ever been changed (UDF_CHAR23) so that if it ever does become unselected it will
Upgrade the Option "Scan Configuration" for Printers, Switches, etc.
I would really enjoy having more available options on your Network Scan, i.e. scan printers: Search for Asset on port: *selective* (i.e. 9100 for HP printer) and do a SNMP request on this IP scan routers: Search for Asset on port: *selective* and do a SNMP request on this IP Therefore the network scan can be minimized as needed. What do you think about this?
Add item to my summary
Hello how can i add a new item to "my summary" - Awaiting approval? (request in status pending approval, not on hold) Or can you include this feature in next release. Thank you.
Deleting a site
I am trying to tidy up the helpdesk so it is more enduser friendly. I require deleting two sites from the list but when I try to do this I get an error message stating that the site is being used by another module and hence cannot be deleted. Any help on rectifying this would be much appreciated. I have already searched all the tickets ever created and none of them have this site listed.
Unable to add a new Site
I'm attempting to create a new Site within ServiceDesk+, but when I attempt to save it gives me the error "FAILURE :Site with same name already exists. Please provide a different value." There is no existing Site with the name I am attempting to use, and I have tried creating Sites with other names as a test and I am unable to create and Sites at all. What could be causing this? My technician account is configured with the SDAdmin Role, and I have tested with another technician with SDAdmin
announcements for different locations or sites
Hi, -Can we make announcements for different locations and different groups ? Regards,
New request from email with field populated
Hi everyone, when SD fetches an email, I'd like SD to populate the fields below for gererateing a new request. How can I do that? Thanks Nick $RequestId $CreatedDate $Site $RequesterName $RequesterMobile $RequesterPhone $RequesterMail Segnalazione: $Category $Item $Description $Technician
Active Directory - Pass Through Authentication
I've enabled the Pass Through, completed fields apart from 'DNS Site' and although when pressing save, it report success, nothing changes, no account is created in AD and login screen stays the same. Suggestions please
Convert Helpdesk back to free version for 1 technician
I no longer need the 2 technicians and want to revert back to free version of product. How do I do this? Cheers Damien
I can not Attach a file as an attachment to the request
Dear Sir/Madam, I can not Attach a file as an attachment to the request after about adding 10 request with attachment files. It show the error "the maximum attached file size is 10MB" and also happens repeatedly after adding about 10 requests in Service-Desk system and I must close the new incident page then open it and finally add the request with the attached file. Please be informed that the attached file is less than 1MB in size and is bout a few KB. Best Regards,
backup and restore data
Hi SDP gurus, I want to ask one question. For instance, i have standard backup copy of SDP v7(Admin-> Backup Scheduling). And need to restore this backup to SDP v8. Is it possible restore data from old version to new one? Both versions use internal MySQL server. thanks, the_script
survey results report
I would like to know how to include the comments from users in the reports I can generate off of the survey results. Thanks
Task not created automatically when request is sent via e-mail
My default incident template has a task associated with it. When users submit requests with that template through ServiceDesk, the task is created as it should be. However, if a user submits a request via e-mail, the task is not created even though the default template appears to have been applied. I am able to manually add the task, but I want every new request that uses the default template to have this particular task. I am unable to create a business rule to accomplish what I want. Can I
Option to remove Due Date
It would be great to have the option to clear out the Due Date for requests.
SLA Flag isn't cleared
The SLA flag isn't cleared when a request has already violated the SLA and it is changed to a "Project". Changing the Priority to "Project" does remothe due date but not the SLA violation status.
Changing requester
This is probably an enhancement request but is it possible to have a business rule that changes the requester when a request comes in? Or even a stored SQL procedure we could execute on a regular interval? Thanks.
UserID, Acitve Directory CN, dont show i view
Hi I have put in active directory sync, that UserID (CN, logon shortname) from Active deirectory imports to ServiceDesk. It working fine, I can se CN in ServiceDesk form and on the requesters form, but the problem is that when I chose it to view in the request view as a column, it not working, its shows nothing. Is requester view sensitiv to swedish charakters? or can´t requester view show fielt that I have created by my self? I can chose it from the requester view, list type.
Prevent assigning requests to technician on Leave
Hi, we tested setting technicians on leave and see if we can assign requests to that technician during this period. Seems the system allows this or I could not find a way to prevent it. is it possible to block assigning requests to a technician that is currently on leave? Tks
Unable to save technician : Login with same name already exists.
I'm trying to add a technician but it's giving me the error above. I don't see the technician under the "technician list" How do I check duplicates? or How to resolve this issue? Please help
Disable requests tab in user view
I would like to disable requests tab from Support Center for users. The only tab which I need is Solutions tab. How can I achieve this? Thanks Britto Sidhan
Open requests
Once you have closed a request, does the request automatically open again when someone forwards an email using the I.D number? If so is there a way stopping this from happening?
Unable to start ManageEngine
I have just installed my Free version in my Windows 7 machine and when the start service got erro 7030. Aftergoogling I have started the service Interactive Services detection and now I am getting the error "OpenSCManager failed - Access is denied. (0x5)"
Software names
Is there anyway to rename software; trying to get licensing configured, but for a few instances there are duplicate s of the same software due to naming issues. For example I have : Adobe Acrobat X Standard - English, Fran軋is, Deutsch Adobe Acrobat X Standard - English, Français, Deutsch Is there anyway to rename or merge?
Notification for unassigned call
Hi All, Im fairly new to Manage Engine ServiceDesk Plus and I need to be able to create a notification that emails certain staff members if a new service call in the Helpdesk has been sat as 'unassigned' for a certain amount of time. Any ideas if this is possible and how to do it?
Change Management Process?
Just wondering how people are handling change requests. We're thinking that when a requesters make a developement request via the servicedesk web form incident (since they can't start a change request) , and comes into the incident queue we'll change the ticket into a change request and close the incident ticket so i just does not sit in the incident queue. Also does anyone know of a way for a requester to initiate the change request? How is everyone else handling this? do you leave the ticket
Viewing the "To" Field
Is there anyway to view what address an emailed request came in on? I have built a business rule that sorts on the "To" field but it does not appear to be functioning correctly and I cannot find anyway to view that field without calling each user to ask. My attempted setup is to have a general helpdesk@mydomain catch-all which is the mail account that is fetched but redirect mail from application1@mydomain and application2@mydomain to that catch-all to generate tickets that auto assign to the Application1
Sharing Requests between locations
Hi I have three customers that are each assigned to a location. Some of the requests we would like to make visible to all three customers. Is there any easy way of doing this? Best regards Falle1234
Pass through authentication fails
Hello, faced a similar problem. All of the foregoing did not once ... Log and the table attached Be kind enough to help with the problem
Fields in task templates
If you have a incident template with a number of task associated with it, you can't add fields from the incident to a task. If we take an example with a "new employee" template: Task 1 will be to assign a username. The incident field "username" should be in the task assigned and when the technician assigned to the task fills in the information with "Christian Jensen" and closes the task, the incident field "username" should be updated with the value "Christian Jensen". Task 2 that is executed once
Worklog based off of Task
Something I would find useful is the ability to spawn an worklog entry based off of a task, similar to how you can add a worklog when you do a resolution.
Service Desk ERROR CODE: 469 Invalid License File
Anybody Just installed Service Desk (Free edition) for Linux (on Ubuntu 7.10 Server) When I try to start the SD (sh run.sh) I get the following error: ERROR CODE : 469 Invalid License File hkl
Report on all assets
Can anyone help me with running a report for all assets. I need a report that lists all Assets that are assigned to a user. I would prefer it to be grouped by user. I found a way to do this with just workstations but I need all assets (monitors, docks, etc)
Reminders
Would it be possible to do one of the following for reminder emails; Append the email subject/description with the requestID/requestSubject and supply the url for the request or Give the functionality for templates to be used like those already in use in the Notification profiles. Thanks
Print / Export Solutions
I need to export / printer our solutions so that we have an offsite copy (DR purposes). How can this be achieved? Simple request but I can't seem to find anyway of doing this in 8011 :/ Best Marc
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