Pre-defined E-mail Repsonses
In a similar way to Resolution Templates, it would be very useful to have E-mail Reply Templates. These would come in very useful, for example, if we have a site-wide issue and multiple users log requests. A Reply Template could inform the users of the same information "We're looking in to the problem etc etc" without have to tedisouly copy&paste and would ensure that whoever is dealing with the request provides the same information each time, avoiding confusion and wasted time. It would also
Duplicate Requester Entries
Hi, Something happened to our primary domain controller and had to switch to a different domain controller. SDP was changed to point to the backup controller, after which an AD scan was done. Now there are duplicate entries of the requesters. How can we resolve this issue of duplicate requester entries ? Thanks much, Jon
Notification Rules
Currently, when a Request is assigned to a Technician, the Technician can receive an e-mail notifying them of this. May this be more granula? It is a global setting now so it's either ON for all Technician or OFF for all. 2 or 3 of my Technicians like being e-mailed about Assigned Requestes but the other 2 or 3 don't and would like the feature turned off. In future releases, I propose the following: - Separate Notification Rules per Site - Turn Notification features ON or OFF for individual
Ticket/Technician Reports
Hi everyone. I'm trying to pull some basic reports out of the system (or, at least things I think would be basic), but I am not having much success. I've been able to use the report tools to get daily closed reports per technician and also number of tickets in each technician's queue. These are great (although I'd love to know the SQL query behind them to use them in Excel). My question is this, I've not been able to create a report showing the amount of tickets the technician has been assigned/picked
SSO slow in Version 8016
Upgraded from version 7513 to version 8016. Followed the upgrade path. Went through the steps to create the SSO connection, had to run the vbscript on the DC to get a computer account created. When users logon with SSO it take around 20 seconds for the page to load. Anyone else experiencing this issue?
Automatically fill fields from an email?
Sorry if this has been asked a lot, I did not find a recent post about it... Is it possible to fill out a field based on the text in an email? For instance, the user fills out a form with a location and date/time, and have that information automatically entered into a custom or default field in Service Desk Plus? Thank you!
Problem with email command - add request not populating requester email
Hi, We have a form for online email submission of requests to service desk version 8.0.8016. The email command functionality works well by and large, but does not populate the requester email address in a minority (5%) of cases. When we first implemented the forms, we were on version 7 and the email command documentation advised the use of the @@REQUESTEREMAIL=@@ tag in the body of the email address. The administrator's guide in the new documentation says @@REQUESTERE-MAIL=@@ instead (note the
Creating custom action
Is it possible to create custom action for request? I mean actions in submenu on the right, where are "start timer, add notes, submit for approval, etc" located.I want to create an action to send "submit for approval" directly to one user, without entering his email in standart approval dialog box. Thanks.
Archiving
Is there a way to manually are requests? Also is there a way to archive change requests?
End user custom field not showing in template
Hello, We have a SDP8016 deployment. We are willing to show in the default request template the user email address. As this is not possible directly we have worked out this workaround: 1. Create a custom field for the user, type text. 2. While importing from AD assing to that user the mail AD field, so the field holds a 2 copy of the email address. 3. In the default request template we set that field not mandatory, not editable but visible to users. 4. We reimport users, so the field holds
Mobile application helpdesk
Hi Where can i find the mobile application for heldesk and instructions for it ?
Requester domain name change
Is it possible to change the domain name in a number of requesters' email addresses at the same time? We have about sixty requesters who have changed their domain name from xyz@company.co.uk to xyz@company.com. Of course at the moment each time they send a request through it is creating a new account for them. Can we change them en masse to the new .com domain and possibly identify duplicates (for deletion) at the same time? Thanks in advance - Terry
AD and Local Authentication issue
Hello, I have a SDP 8016 deployment that imports users from 2 AD forests and also allows for user self-registration by sending an email. Those users obviously use SDP Local Authentication. We have realized that users in the AD are able to login with their AD credentials but also with the Local Authentication credentials. This seems to be a big security issue, as technicians have a dual login and the one from the Local Authentication has a trivial password (username=password). To reproduce
Build 8015 and 8016 Dashboard issue
Hi, Dashboard in build 8015 and 8016 Requests by technician chart - technician name column does not have a heading and the technician names are cropped at 11 characters. Is this expected? I have verified this in FF3.6.20, IE8, IE9 and IE10 against both builds. Even the same if you click "View All" - there is loads of blank space in that column before the "Open Calls" count, but still cropped at 11 characters and ends in "..." Can we get this fixed? Thanks, Dean
Purchase Order Generation...
We are using version 7.0.0 Build 7020 and are trying to use the Purchase Order area but are stuck in that technicians can't create orders because they can't add products, etc. Is there a way to give users that kind of access? Thanks.
Request additional fields
I just downloaded the free SD version to test it out. I created a couple of additional fields but I don't see them when creating a new request... Thanks.
Local administrator account
The domain controller configured in Servicedesk is no longer available. We are unable to logon to service desk to change the LDAP settings. I have found the article in the FAQ on how to reset the local admin password but when I run the initial query to enumerate the users, it only returns the configured LDAP users and not a local administrator account. How do I recreate the local administrator account, or how do I change the LDAP details from a SQL query? Thanks
Cant Start service
Before this error appear, i wanted to move servicedesk to another server. I perform this steps: 1. Backup data old server 2. Clean instalation new server 3. Restore data, new server but the service could not start, reporting this error: Unclean shutdown of previous run.
Report combining Service Requests and Changes
I am looking for a report that will combine the Service Request with a Change Request that was spawned from it. I need to be able to show the following fields: Service Request Number Category Subcategory Requestor Subject Descritpion Techinican Change Request Number Change Type I will need to be able to filter on Category and Change Type. Would you be able to help?
Request Closing Rules per site
Hi I would like to know, if there is a way to configure Request Closing Rules per site. In effect, we are billing our interventions for some sites only. So it would be nice to be able to force technicians by filling out mandatory fields for closing request (i.e. to add work logs) for requests regarding the selected sites. Thanks for any feedback regards, Marc Ludwig
Use multiple incoming e-mailadresses
Today our IT-department use SDP for support. But in an effort to bring more of the oganization into ITIL our HR-department wantto have a servicedesk. The thing about this is that HR handles sensitive cases and our technicians are not supposed to see any of it. So we need a way to sort and categorize these tickets automatic via Business Rules or some other way. In Business Rules you can set up rules for based on the mail header(Subject, From, CC and To). The problem is that as far as I have seen it
SDP Upgrading: does Upgrading have impacts to customize information or not?
I have read the topic about upgrading from this link http://www.manageengine.com/products/service-desk/faq-general-modules.html#Upgrading1 it's talking about Upgrading need to upgrade from version to version and it doesn't talk about impact to customization. Does anyone please tell me about impact from Upgrading to customization fields? Best regards, Songtham.
Time shown on requests is incorrect
The system time on Service Desk plus shows correctly in the top right bar. But on all requests the time shows as an hour behind. Is there a way of correcting this on service desk so the requests time shown matches the system time? See attachment example. The reqeust was actually logged at 10:03 not 9:03.
REST API Problem
Hi, I'm trying to use the REST API i get 401 Unauthorized How do I use the REST API and have single sign on enabled at the same time? I am using c# client app.
Enable LDAP authentication failing
(Posted this question in the Zoho Support forum yesterday in error) Getting error: Could not enable LDAP Authentication. Ensure Domain Controller is configured for at least one of the Imported Domains. I am however able to import users with current ldap credentials. I am using openldap Address/port: ldaps://xxxxxx:636 (had to add ldap server ca cert into keystore to get this going) I have tried both the 'LDAP Server Type' as openldap as well as 'others'. 'Others' config options: Login attr: uid Mail
Service Desk Plus : Future Request
Dashboard: Is there any way to refresh dashboard automatically in Service Desk Plus??
Create a printed label from SD+ request details?
Good Morning Manage Engine Community We're running SD+ Professional Version 8.0.0 Build 8015. When a request is received/created for a repair to a notebook or associated assets, we would like to create a printed label showing the User Name/Job Ref/Date of request so that it can be stuck to the notebook case whilst waiting for repair. Has anyone been able to produce this? Regards ejt999
Tasks template in request templates not being created
Hello, We have an SDP8016 deployment. We are using the default request template, where we have added some tasks to be included with each request. When we create a request, even if we mark the tasks to be created, they don´t appear in the tasks tab (the task tab doesn´t appear initially). We are able then to add tasks manually or from task templates if we open the request and execute the Add task operation, but default tasks for the Default requests don´t show.
Tasks: Add work log
It would be nice to have a work log attached to the tasks. When a new user is created within our organization there are six of us that create accounts in different systems. We have tried to use the work log with tasks, however, the tasks are sent to the different technicians but all they can do is close the task. They cannot add a work log for their time without doing searches on the system to find the main task which is always assigned to a different helpdesk coordinator. I would also like
mysql to ms sql conversion, data retention
when you change your db to ms sql from mysql does the conversion script retain configuration and ticket information including counters? /kdl
Agent Version
What is the current version of Agent for ServiceDesk Plus? As in our network we seem to have 4 different version's 1.0.4-1.0.7 and on my ServiceDesk screen it shows latest version as 1.0.5. I am gathering part of the problem is we are also currently running Asset Explorer which I gather is the cause of the wide range of versions. But this is causing a problem for as when our customer support group tries to remote control peoples computers they are not able to connect to people who have different
Report - Request with Resolved Status but no resolved timestamp
Hi We have an issue where when a request is raised and resolved at the same time the resolved timestamp does not get set. This means that the request will never close as we set to autoclose after 7 days of being resolved. Could you provide me with a report in MSSQL that will show requests that have the status of resolved but no resolved timestamp. Thanks Mike
Custom Report - Approved Incidents
Hello, I am currently running a query to generate a report for the approved incidents by the approver. I need some help changing it so it does not show the incidents where the approver is "Not Assigned". I also need it to only pull the approved incidents from the previous month so the report can run on the first of every month to provide proper status. Here is the query i'm using now: SELECT wo.WORKORDERID 'Request ID',aau.FIRST_NAME 'Requester',rtdef.NAME 'Request Type',wo.TITLE 'Subject',ti.FIRST_NAME
iphone issue
we have one technician that can't login to service desk plus (build 8016) on their IPhone 4. They get a message that says: "You cannot login. Only technicians allowed to login". We have confirmed that they are a tech. Any ideas? thanks
Task issue in the Problem
Team, I created a test task for a problem. ServiceDesk sent email. I see in this email a bad link: Задача связана с http://tst-sd1/ProblemDetails.cc?ProblemID=117 Ссылка на задачу: http://tst-sd1/tasks/CUDTask.jsp?TASKID=24045&MODE=Edit Second link is ok. First link is bad. When you choose that, your browser will be looped. Link must be as http://tst-sd1/ProblemDetails.cc?PROBLEMID=117 Please check and fix. Thanks.
servicedesk/facilitiesdesk on same server
Hello - Our facilites department want to purchase the facilitiesdesk software. We already have servicedesk on our management server - is it possible to have them both installed on the same box, or is it not recommened? We use mysql db's. thanks Pete
Screen Shots from Outlook 2010
Hello, When a user submitts a request via Email that contains a screen shot or other image all we are able to see in the request is the place holder. (The box with a red x) we are not receiving the image is there anything that can be done about this?
Asset Management
Perhaps for the next update... when creating Dynamic Asset Groups, could an option be to automatically assign to a group based on Asset Name? This would make filing assets much easier.
Try to log in to SDP using LDAP it always says user or password is incorrect!!
I have setup LDAP in the SDP,The version is 8.0 build 8016 and have gotten a successful import of users, however when I enable LDAP Auth. and try to log in to SDP using LDAP it always says user or password is incorrect.why?
Scheduler Idea
Would it be possible to allow Technicians to schedule blocks of time when they aren't available instead of just entire days. We have technicians that go offsite and if they receive a request during that time it gets flagged for violating first response and sometimes resolution. It would just be handy to be able to make yourself unavailable during certain times. Thanks,
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