Technician specific Request Templates
Is it possible for a Tech to create a Request Template that is viewable only to themselves? Since we have people who work on individual things, it would be good if they could create a template for themselves which nobody else would be able to see as it would be irrelevant to other Techs. I have looked for this but can't seem to find an option. EDIT: In addition to this, it would be useful to be able to have Templates that are specific to a requesters location. Again, some of the Templates are irrelevant
Question about request details for technician
Hi, Is there any way to customization request details for technicians? maybe just re-arrange column or better to group, colorize, show, no show, etc. For more clarification, i attached the area for request details for you. Thank you very much.
Modifying Existing Technician / Requester
Hello, We have couple of issues caused by not being able to modify the login name for the users in the Service DeskPlus. For example, we have few technicians in the ServiceDesk Plus system which we are trying to modify the details for, but subsequently found out that there are 2 accounts for the user, <username> and <username>@<domain>. Looking at the LOGIN_ID and USER_ID values in the dbo.AaaLogin table, it seems that the technician was created manually through the ServiceDesk Plus first, with the
Has anyone implemented the Service Catalog module?
We are considering implementing the Service Catalog module in our Help Desk environment and are seeking input from people who have implemented the module or have decided against it. Questions I would like input on are as follows: Why did you decide for or against Service Catalog? What benefits have you seen from using Service Catalog? What challenges have you faced in using Service Catalog?I really appreciate any input you can offer. My biggest concern is that I don't want to confuse the user especially
additonal views / fields
Dear Developers, I would like to enter two ideas for future options to this forum: a) Admin / Scan / failed computers: currently the overview just shows the date for "last scan on" which correctly only refers to "last attempted scan". There are no additional columns available like "last successful scan date", "failed for X attempts", etc. b) Admin / IT Assets / Discovery (Network Scan): in the Network-Overview there is no comment field visible, i.e. just the Network-Range, but no field for the location
Preventative Maintenance Tasks are not automatically being generated.
Since upgrading to Service Pack 8017 just 36 hours ago, none of the preventative maintenance checklists we have in SDP have automatically generated. I'm curious if anyone else has seen this sort of issue? I have about 7 daily reports and 3 weekly reports that kick off on Friday morning...and not a one automatically launched. I can go in and manually kick them off...but that's a tedious thing to do. Any recommendations would be welcome.
need your help pls
hi everyone i have got a trial version of service desk plus and cant to run it it was installed correctly but when i want to run it , it does not show home page . i tried it with various port numbers thank you Mina
Asset Scan Problem
Dear Sir, These days when ever I tried to scan an asset which name is 2265 that has assigned to specified user A, the system automatically rename this asset name to for example 2265_old which assgined to user A and user A and rename another asset name (f.g 1014- which has been assigned to user B), to 2265. I mean this problem has happened for about two or three months and I have never faced to such a this problem before. so please help me !! Thank you in advance, Best Regards
Approve requests.
Good afternoon! Tell please, whether it is possible to approve some requests at once? Without clicking everyone.
Change asset state by asset scan
Dear all, I would like to ask you to help my understanding of business rules: Currently I am updating our asset db. Going through the available assets one question came to mind: Is there a chance to create a business rule for the asset management? i.e. creating a new b-rule that changes the asset state from "in stock" to "in use" if the asset was successfully scanned? And vice versa: if the asset failed to scan for "more than 30 days" or "more than 60 days", the asset should change back from "in
How do I determine the avg response time before a ticket it picked up
I am needing to run a script on the MSSQL to determine how long it takes before a ticket is picked up from a customer. I am running Version 6.0.0. Build 6014
Asset History
Is there a way to view the history of who and asset was assigned to?
Notification mail with HTML code
Hi. I'd like to add picture in mail notification. i try to use HTML code but it's not working even i select "Send as rich text format" Is there anything i need to setup more?
Remove Extra Domains From Login Options?
For some reason after enabling domain login a collection of extra domains/workgroups appear. Is there a way to limit the options which appear to just Local and the Domain. Below is a example of what is there COSTCO COSTCO.COM (Domain) WORK GROUP Local Authentication Failing the ability to remove the additional options is it possible to set the default? Thanks
Remote Control Shortcut
Hi, There is a shortcut created on the desktopo after ending a remote control session. If you click this shortcut you will get connected to the requesters machine without them knowing. There is no prompt on the users end that a technician is viewing her screen. Has this been addressed on the new release ? Thanks, Jon
Duplicate SLA Escalation E-mails
Has anyone had an issue with duplicate SLA escalation e-mails? I have an SLA set up to have a ticket with “Same Day” priority to have a 4 hour completion time assigned. I also added level one escalation to email the supervisors 1 minute pass due (Escalate After). However, Service Desk is sending out an e-mail 1 minute prior to completion and then again 10 minutes later. No idea why. So a ticket that is created at 4 PM is due at 8 PM. Instead of one e-mail notice going out at 8:01 PM, it is sent at
Service restart automatically - java maxiumum
Hello, I have a big problem. When I start the service "ManageEngine Service Desk" java is up to the maximum performance of cpu and ram and the service restart automatically. I tried doing the restore on another server windows, but the situation is the same, the service manageengine start and java goes up (50% cpu 700 MB ram) for 5 minutes and then restart the service, this continuously. I tried to restore the full backup that is trimmed back but nothing. OS: windows xp sp3 servicedesk build 8017
Hide Option in Portal
Hello it's possible to hide "About", "Feedback", "License" and "Help" button? (for Reguester and Technician) Thanks.
Possible improvement in view options for ServiceDesk
My company uses ServiceDesk Plus 8.0. Recently we've been inundated with new Help Desk requests due to a database corruption issue. The folks that work in that dept. told us it would be ideal if there were a way to have a view option where you could see your tickets in a window - but have tabs in the window that would be one tab for each subcategory in the Category you're presently working on. Would this be possible? Please let me know. Thanks! Allan Kellner
Support e-mail address
I have three accounts and I want two of those accounts to share requesters. Will the servicedesk respect the "Support e-mail address" which is different on each account or will it search through and find the requester first? I also tried adding the requester to both accounts thinking then it may respect the account default address but it always goes back to the account that was created first. Any help would be appreciated. Thanks Jon
Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
How to host ServiceDesk plus
We purchased the service desk plus version 8. It is working fine in the intranet. now we want to the service desk plus online. We are planning to host it from our internal server itself....Could anybody help me????
Reporting and access rules
Hi, If I understand well, report are either public or private. But is there a way to limit access to one report to a group of technicians ? Best regards, jeff SDP+ 8016
Email notification
Hi, we would like to notify technician not using global rule "Alert the following technician(s) by e-mail when a new request is created" but per incident template. Is this possible by configuration or is there an other way to notify a group of technicien following template criterias ? Best reagrds, jeff
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
"Query Report Public" Access
Hi we have the following problem. As Admin, I have created a public query report, but the other technician doesn't see this report. In general, only the technician with SDAdimn role associated can view, submit and modify this report. Our structure is the following: Technician ADMIN -->creates the query report public; the role associated is SDAmin Technician Group --> Submit only the public report; the role associated is SDReport All technician have the role SDReport associated . I need that the technician
Categories
I am new to SD+ and I was hoping someone could give guidance on how to setup categories and have only specific Technical Groups see their respective Categories, Subs and Items. For Example, the categories that the Desktop Services group use should only be visible by that group and likewise Application Support should only see their's. Is there a way to do this? So far, I've come up with having the Groups setup as a Category but in this instance they'd only have two tiers left: Desktop Services
Wrong link in mail
When we make an announcement and we want it to be send to a list of mail-adresses, this mails opens very slowly. The reason is a wrong link/reference in de html-code of the mail. <style>p { margin-top:0px; margin-bottom:0px}</style> <base href="http://orion/" /> <link rel="stylesheet" type="text/css" href="http://orion/style/htmlarea.css" /> <style> html,body { border: 0px;} </style> <p><font face="verdana,arial,helvetica,sans-serif"> <font style="background-color: rgb(0, 204, 255);"> The link to
Customizable Change Workflows Needed
The notification function of the Change service within SDPlus, in my mind, requires some additional enhancement. One request in particular, is the addition of a "Customizable Workflows" feature. 1. Add a new section called "Change Roles" - This section will allow an administrator to add/edit/delete roles for changes. These roles should NOT be isolated to technicians, as requesters should be able to function in a role. 2. Add a new section called "Change Notifications" - This section will allow an
8.1 Beta missing features?
Where are the project management and change workflow features? I installed the beta as the Enterprise version and these seems to be missing. Are these not included in the beta version?
e-mail commands
I all, I've a problem with the e-mail commands. I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request. In all the other cases (edit, close) I only create a new ticket. I read a lot of solutions e discussions in the forum, but I'm still not able to let it works. I have the following version of SD+ : 8.0.0 Build 8016 This is how the e-mail command is configured: and this is the technichan I'm using and, at the end, these are the mails I use:
Automated report for open calls for technician
We are wanting to create a report that allows us to send to each individual technician the calls they have open in Helpdesk, the report should only list calls related to the individual technician. Is this type of report possible in SDP, apart from having to create an individual report for each technician? Thanks, Matt
Email Notification
Hi, I just disabled this setting "Send notification to group technician(s) when a new request is added to this group " After disabling this, the technicians no longer receive notification emails when a ticket is specifically assigned to them. However in the Notification Rules this setting was not changed. Thanks, Jon
HTTP Status 500 when access SD+ by Blackberry
Hi all, I have a problem with mobile browser. When i try to access it by Corporate blackberry, i will got HTTP Status 500. My company use BES Service and not block anything from BES. Is there someone have this kind of problem before? Below is error message. ---------------------------------------------------------------- HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
SMTP Outgoing Problem
Hi, We have faced SMTP outgoing mail problem during installation. We aren't using exhange server. We are using IceWarp Merak Mail Server. We can't send e-mails to users via ServiceDesk. By the way, there aren't any problem by receiving e-mails. Error Log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013"
ServiceDesk SMTP outgoing problem
Hi, During the installation, we have faced with an SMTP outgoing mail problem. They don't use exchange server. They are using IceWarp Merak mail. We have solved incoming mails but we can't send mail via ServiceDesk. Problem log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED"
trouble with the group ticket notifications for a certain specialist
Hi. We have ServiceDesk 8.0.0 8013. Mail Server Settings: Address: ServiceDesk@domain.com Notification settings: specialist receives an e-mail message after the ticket is set to him. Settings for the group: all tickets sent to application@domain.com are set to the group «A». Notification problem: the ticket sent to application@domain.com is engaged by group and the group member does not receive any notifications. Is there a way to configure the group ticket notifications for a certain specialist?
Troubles with category at email request
Hello! When request comes with email, it always have some category. I need make that technichian must choose right category when he have request. They always forgot to do this, because it allready have some category. There are any possibility to make new request which comes form email with all empty category? Regards, Anton.
Manual for installing Service Desk server
Dear Support Team, Any manual for installing SD+ server? Regards, Eko
Additional flexibility on archiving
I would like to see a bit more flexibility on the time frame that we are allowed to archive. Currently there are options for 1,2,3,6 months and 1,2,3 years. I would like to be able to either define my own value for years/months or have additional values shipped (examples: 9 months, 18 months)
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