Discovering Service Desk - how to organize solution, help for resolution
Hello all, i'm discovering this product since i'm looking to replace a custom ticket system build in Lotus notes, i'm looking for a feature we have developped in our homemade tool. When we selected category, subcategory, item level, than a quick resolution guide appeared about how to handle the case and wich test to perform. I don't know how to reproduce this in ServiceDesk, i could make the same hierarchy in "solution" but there's no quick links between them instead of reselect the same category/subcategory/item.
Realtion of ManageEngine ADmanagment & Service Desk Plus
How strong are these two tools related ? For example if I give service desk the command "department head" and I have already organized it in AD managment will it recognize that and service desk gets the dep. head from the ad managment ?
Removing a distribution server
What is the proper way to remove a distribution server? The distribution server was located at a remote office until recently. That server has now been moved back to the main campus and no longer needs to serve as this role. Thanks
Import Requests
I am running SDP Plus MSP version 8.3 build 8303 When I import Requests via a spreadsheet, it adds the requester again even though they are already in the database... How can I prevent this? Does it check to see if the requester already exists? and if so, what does it use to match against?
New report with IP Address
Dear, we need new query report for all assets details with IP Address. Regards, Sharif Masarweh
Robo Technician setup??????
How�s the Robo Technician work? I have installed SD6 on my computer to test out 6 before we up date and I can�t work out how to get Robo Technician to work and as for as I can see there is nothing in the Help about it. If you know how it works and how to configure it please help. Thanks.
Get Phone Number with API ?
Hi @all, is it possible to get the phone number of a requester over the API? By using the custom triggers the json File do not contain the number. Also the xml by http is created without the number. Thanks in advance Christoph
Need to seset Admin account
Hello all, I have followed the procedure to reset the admin password and am not able to login. Is there anyway to reset the admin login? I think it was changed.
Issue cannot access additional setup in zoho integration report SDP
dear all, I have an issue with trying the zoho integration report in my SDP, I have add account and setting and the report running with status "running" and prevents me from doing any setting. I try to restart the service and try to remove this setting of integration but I cannot access to the additional setup tab which is turned grey out. can anybody help me how to remove this integration ? thank you ! Tai Le
Changing where notes are located
In the Helpdesk, when viewing a ticket/request, is it possible for the "Discussion Notes" section to be located somewhere else, other than at the bottom of the ticket/request? I would like it to be located just below the "Requester Conversations" and above the "Request Details".
work log field in Report
Dear... I want create a Report that contains work log filed . I did not find this field in available columns in report. I find time elapsed field , but this field show time between created time and close time. please help me. I want for your reply. thanks.
ServiceDesk Plus - Quick Start Guide
Here is a document that contains the basic configurations for a quick setup of ServiceDesk Plus (Help desk module alone).
Add conversation through email
Hi Support, We encounter some issue in version 9.0 Build 9041 for add conversation through email. I give you scenario that i need to solve: 1. New request created with 3 staff need to handle this request 2. 1 staff reply the email by putting servicedesk email as CC. btw, for your information that we setup email notification and put email address to communicated with Servicedesk Plus. 3. but in the servicedesk conversation part, not appear. Previous version is working fine. any idea how to solved
Problem starting Manage Service Desk
Hi everyone, I'm working weith a virtual machine Windows 7 Professional of 32 bits. I started the current version aplication with Postgress and MS SQLServer 2008 Express Edition. With Postgress appeared an error in log /server/default/log/serverout0,txt wich told me not found the file(don't remember of the name) in folder conf or conf/postgres Then If I did with SQL Server 2008,it put me an error with the connection. Both of them it tested with the changeDBServer.bat and the conncntion was corrected.
Stuck at Ready to execute
Hi We got a big problem with this software, and that is that the status of a configuration is very often stuck at "ready to execute". This problem is related to both software and patch configurations. I know the computer or computers are online, they got the client, firewall accept the right port, and software/patches has been deployed to them earlier. But suddenly, it stops working. A restart of either the client, nor the server solves the problem. Here is a part of the softwaredeployment log:
Request resolution reminder
We like the current process of having the requestor close the request after the technician has submitted a resolution. That way, the requestor can't accuse the technician that they closed the request before it was actually resolved. The problem is that if the requester doesn't close the request it will sit idle forever in the "Completed Requests" area. This forces the technician to periodically review the resolved requests and send reminders. Is it possible to send reminders to the requesters that
Integrating PMP with Autotask and N-Able
Hi, We have successfully run Password Manager Pro (PMP) within our IT Support business for the past 5 years. I'm considering moving to PMP MSP Edition, but need to find out more about the following: 1 - Will it integrate with our ticketing system; AutoTask? 2 - Will it integrate with our MSP Platform; N-Able? 3 - How many MSP's are successfully offering password management as an managed service and what appetite is there from customers and what margins are being realised? Any positive comments and
One product
Hi, When adding a request for a customer i can add only one product. So if someone request a pc with a mouse and a keyboard is must make 3 tickets? Handy? or is there a solution?
Alert when value does not change
I have a script monitor that will go and get the current document count from my ElasticSearch cluster. Since we are using this for log collect the value is consistently changing. Mostly up but once a day when it run through its cleanup the value will go down. How can I configure thresholds to alert only when the value did not change from its previous value? if {currentValue} == {previousValue Then {sendAlert}
Specific View for Users
We are nearing deployment of our Customer Portal. We would like to set a default user view with the "My Open Requests" View and Specific Columns in a Specific Order. Also, we would like to not display the fields that we are making not available to the user. Would be helpful to be able to set the user view and deploy it across all our sites. Can this be done? Anyone else want to be able to do this? For the majority of our users, this will be the view they will always see. They will never change
Automate Patch - Around Microsoft Official Date
It would be ideal to have an automated process to deploy Patches on the weekend after Microsoft official patch release date. Deploy these patches to our Test Group. Then the Week AFTER we deploy the same patches company wide. Currently your only process is to pick 1st, 2nd, 3rd, 4th, 5th Day of the month. Which does not work every month. How can we bend the automation configuration around this unique date that Microsoft deploys updates on? Microsoft pushes patches on Patch Tuesday. aka 2nd Tuesday
Wrong Survey Results after some change
Hello, i have change count of Survey question , and old result is crazy :) in some Survey Results i have a 500 of 100, in some i have no answer become is out of range . How fix , or delete old one, that's is not actual ?
Socket Time out while fetching the database instances from host
I'm in the process of migrating Netflow Analyzer version 9 build 9600 from a Windows Server 2003 to another server running Server 2012. I have a fresh install of Netflow Analyzer on the new server with the same version and build number. I'm also migrating my MSSQL database from SQL 2005 to SQL 2012. I'm following the guide linked below to switch from MySQL to MSSQL Database and getting an error when running changeDBServer.bat and trying to list available SQL Server instances on another server. https://www.manageengine.com/products/netflow/mysql-to-mssql.html
Dashboard for Different Site
How can I create a dashboard for different site? Currently, I can only create dashboard for on site on default dashboard page.
Import and Search Employee ID
Hello, There are a couple of topics about it last one was from 10 months ago with a promise to import the ID from AD but still it isn't there yet., And i'm not satisfied with the option to import the Employee ID only via CSV. And i think i'm not the only one. So can you please make it (a.s.a.p) possible to import the Employee ID from AD and also that you can search assets\calls by employee number. I hope that you can implement this.
Not able to take data backup to restore the same in new installation of ServiceDesk Plus
I am getting few errors/warning while taking data backup of ServiceDesk Plus 9.0 Build 9034. After running backup script, I am not able to find .data file in backup folder. Find the errors/warning message in attached file.
ServiceDesk Plus 9041 Released
Dear Users, SDP 9041 has been released and can be downloaded from the URL below , https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 904 1 SD-59305 : In a few customer environments,the description in the change module are not displayed properly by the client. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
Discovering Service Desk - is it possible to handle maintenance plan with an automatic reschedule of a ticket
Hello everyone, The context: i'm looking for a new helpdesk ticket system where i work in an hospital, i'm also looking to integrate the "biomedical" team in it since the frontier between medical machine and IT is becoming thiner so i have interest to share documentation and asset with them. So i had a question from the manager of the biomedical team when i showed him the service desk possibilities, he find it great but there's one thing missing for him, he had to have maintenance plan for every
Site as mandatory field for closing request
Hello.Please tell ,how set a Site as Mandatory fields for Closing Request, or in Incident Template ?
Last update time is not being updated?
Dear colleagues, in our installation of Servicedesk Plus, the Last update Time is not being updated when I, as technician, respond to a ticket, I do see the Last update time still the same. The only way to get this field updated is to change status of the ticket itself, which is not always what we do and how we work. I expected, that when I respond to the ticket, this Last Update Time is recalculated. How to correctly set this up? We use ServiceDesk Plus version 9.0 Build 9031.
Windows Server 2k8 SDP restore data from RHEL 5 SDP
Hi, We're now running a SDP on RHEL 5 server, do the full backup everyday. Now we want to move to Windows Server. I created the new Windows Server 2008 machine and install new SDP and do the restore job from the full backup data file, but it's not successfull. Is it able to restore the backup data file from RHEL to Windows Server? Thanks, Minh
Unable to close changes.
Before, I had a simple open/close options in ServiceDesk Plus. Now, seemingly after an update to ServiceDesk Plus version 9.0 Build 9041, all of a sudden I have a LOT of 'change options'. Except for the most important one: ' Close'. I cannot seem to find out how to just close a change. Am I not seeing the obvious? What am I missing? Thx.
In service desk reports SLA and ticket resolved time option not available ?
In service desk reports SLA and ticket resolved time option not available ?
Ticket Resolved Time Not Showing on Report
Hi All, I want to add Ticket Resolved Time in my report but somehow not able to, report shows Open, Close and Work Log insertion date and time but not showing the time when Ticket was Resolved. Build: 8.0.0 Build 8027 DB: MySQL.
Additional Costs in Time Entry Screen
I am trying to figure out how to add mileage into the system for each of my clients. If I am on Site I need to add Example: 104 (Miles to and from Site) X 0.55 per mile = 87.45 for a Trip charge. So I spend 2 hours at 100.00 per Hour = 200.00 Plus Mileage = $287.45 for that Time Entry. How can I accomplish this? I need to assign mileage and costs to each client? Thanks TomS
Reset Service Desk Plus Administrator Password Help
Have a weird one, here. I have enabled AD Authentication which works fine, now there is only the standard default LOCAL administrator account on the SDP system, after changing the password from the default one I logged out and trying to login even with the dropdown box set as local authentication it will not login. to me looking at the log file it looks like its dismissing the local authentication and trying to authenticate to AD is there a way to reset the default administrator account so I can
SCP-Server fails to start-up
Hi, My staff encountered an issue at first where they were unable to open logged requests. Thereafter, nothing on SCP loaded, i.e the browser just displayed an empty white page. I attempted to perform an update from version 7939 to 7944. After the update failed I was unable to start-up the SCP-Server. The load operation begins and terminates shortly after. Please assist.
auto escalation to predefined group
Hello, I have a question about automatically escalation procedure. We have setup SDP for different regions, each region has different groups of technicians, - 1stline. Solve problems remotely or via phone. With escalation option to 2nd line - 2nd line. More skilled people. Solve problems by phone/ remote or hardware replacment - Subcontractor. To take cases in absent of 2nd line and fix problems onside. The scenario I am locking for is: The first line technician escalate a
Administrator cannot see all Service Catlog Service templates
If a Service template is created and set to a specific group, then the administrator cannot view these templates. We do not want to add the administrators to these groups, they should be able to view all of these regardless.
Helpdesk Dashboard metrics by group.
Is there a way to see the metrics on the dashboard by support group? Thanks, -Nick-
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