Inventory Audit Changes
I'm not sure when I signed up for this report to be mailed but it comes every day. The report itself is not very useful, it does show changes but it shows every computer regardless of a change. If it only showed the changed computers it would be much easier to read. How do I turn it off? The email is titled Inventory Audit Changes and the PDF says Audit Changes detected during the Scan.
Report generation
Unable to run some reports. Getting error message below. Have already closed connection and rebooted local system. Please advise how to kill a report Sorry, unable to execute the report, as a report generation for this login is already running
Requester does not exist (users with international charecters)
I see that the question has been asked often, but I can't seem to find anything about any fix or solution or anything similar. I create a request using the default template, if I choose a requester that contains non-international letters, I will get a notification saying that the requester dosn't exist, when trying to submit the request. There is no problem if the user dosn't have international charecters, Is there any solutions, or fix for this ? We're running version 9.1 Build 9111
How to add the Service in the Request form
Dear, I'm trying to configure a form to include the Specific Service (child of Service Category), but am not able to find the drop down. We're only able to see Category and SubCategory, but doesn't always replicate with the Service Catalogue. We're running version 9.2 Build 9227 Enterprise edition Please advise. Kind regards, JS
SD+ notifications
Hi, In the requester notifications for updates is there a way to include all fields that are updated by technician? Thanks, Amol
How to map the Asset fields in Incident templates??
Dear all, I have created a IMAC template where I want to map the Asset fields like HDD size, RAM, Host name etc. but I am not able to do so. Can you please help me in this case. Note: I am using Manage Engine Service desk Plus 9.2 Build 9202 Regards, Mayur Sawant 7506262144
Time change
Hello I write from Chile, where last Saturday I was ahead one hour, the problem is that the Windows server where the software is installed servicedesk this patched and the current time. but the platform with a atrazada servicedesk this time. we are in version 9.222, for your help
Is it possible to add an attachment in the solution box of the ticket?
An employee was wondering why there was no option to add an attachment in the solution box of the ticket. I was searching this in the ServiceDesk for a while, without any results.. Can you guys help me futher? Kind Regards, Litmar van der Horst
Email Notifications
We are a 2 person IT department and would like to receive an email when a new ticket is created and when a ticket is modified, but do not want to auto assign anyone to the ticket. Is this possible? We would like out of office replies to be ignored. Is this possible? Finally, when sending an email to open a test ticket, as the requester I am not receiving a confirmation of the ticket being created. Should the requester be notified when a new ticket is created? Is there a way to configure SD to
Solution
Hi, how can change the solution from technician to all user , we already created new solution and shown for technician only. thank you
Unable to set password for Technician
After creating technician in Users & Permissions, the new technician should receive an email to set up his credentials. The new user is not receiving the email to set up credentials.
Notification icon is not flashing
Hello manage engine team, We stopped getting notifications for coming answers. So when someone reply or when a ticket is assigned on to us.We cant see a icon flashing Any advices ? Thank in advance.
Configure which Requester fields shown in Request details
Just because there may be 20 custom fields in the Requester details, not all may be desirable to display in a request. You may want to document the "Requester SSN", but not need that information displayed in a request details page.
Response Due by time Approaching
Hello, Is there a way to have a report shown on the dashboard, that shows Request Approaching Response SLA? Similar to the Dashboard graphic Request Approaching SLA. I can't create this dashboard report due to not being able to select a filter with Response due by time < 20 minutes. Am I missing something? What I need is for the technicians to be notified when the Response due by time is approaching. It would be great to have an alert to warn the technicians about this. Thanks for your help
Adding Multiple Monitors to an Asset
Good afternoon, All of our end users have multiple monitors--some have three or four--and they are not all the same type or brand. Is there a way to add more than one monitor under the hardware tab for a workstation? Thank you, Rob
Further cusomizations of the Tasks
I want to be able to send a task to our asset management team to request assets(laptop, desktop, etc.). I want to be able to add a custom field(dropdown or other) that I can put in what is being requested. Is there a way to do this within a task?
make pick up the request function to follow the rule
Hi, I've created the rule in SD+ for a few fields to be filled in when Technician in specified, so that when person wants to assign the request for himself or other group, he needs to fill in mandatory fields. The rule works fine, but - when technician is picking up request using pick up button, he can avoid filling mandatory fields. Is there a way either to disable the pick up button, or to avoid bypassing the rule?
Cannot log in using Local Authentication
We recently changed the domain on the machine that is running ServiceDesk. Once we brought it back up the local admin authentication option was missing. I ran the update to set the globalconfig parameter for user login, and restarted the service and opened up the application, however I still cannot see the option to log in locally. Any ideas?
SD Plus Integration with SAP
Hey there! I have a couple broad questions, once I have some answers I will be able to dig deeper into more detail. 1. We are using SD Plus, however we are looking to integrate it with SAP. Has anyone out there done this, or have any experience doing this? I don't care to what level , we are just looking for anyone that has some experience with this. 2. Anyone here have more than 500 Technicians in your environment? We are at +700 and running into some challenges. I appreciate anyone who is
How do I build a report to capture all open tickets in my groups queue for the day?
How do I build a report to capture all open tickets in my groups queue for the day?
Copy Business Rule
I need to create about 45 business rules in SDP. Is there a way I can copy a business rule and just modify the copy version?
Linking AD user list in to Servicedesk plus
Hi, Is it possible to have our AD users linked into the service desk plus? If yes how can we do this? regards feroz
Re-activating an Inactive Project Team Member
I recently attempted to remove a Project Team Member from a project. That member was actively assigned to tasks. When I did this, it listed the member as "Inactive" in the Project Team Members tab. A little bit later I attempted to add her back or change her status from "Inactive" back to "Active". The application does not allow me to edit her status and I am unable to activate her again. Does anyone know how to reactivate an inactive project team member?
Timespent by technician
Hi all Is there a way to create report like this, i try but i saw it just reports timespent log count instead of timespent duration. tech1 tech2 tech3 tech4 Time spent Mon Aug 01 00:00:00 EEST 2016 7h 15 m 2h 11m 3h 06m 7h 16m 19h 48m Tue Aug 02 00:00:00 EEST 2016 ... ... ... ... ...
reg ex on Incident - Additional fields
Hi, is there a way to add regexpression on Incident - Additional fields? Thanks
Technician Auto Assigned when login
I want that in case a technician is logged out from service desk manage engine plus, the request will not assigned to him/her. but if he is available and signed in to the web portal then the auto assign feature will work. means the auto assign feature will not implement on a signed off technician. Is there any solution for this issue.????
Need per Month
I have this report that gives me current average time to resolution, however I need to get it by month. assistance greatly appreciated select top 50000 qd.QUEUENAME "Group",convert(varchar(10),(avg(wo.completedtime)-avg(wo.createdtime))/1000/3600)+':'+convert(varchar(10),((avg(wo.completedtime)-avg(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),(((avg(wo.completedtime)-avg(wo.createdtime)))/1000%60)) "Avg Resolution Time" FROM WorkOrder wo LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID
SDPlus Outlook365 Incoming connection issue
Moved to a hybrid mode of Outlook365 (still run our own exchange server and then forward to cloud) and now can't receive requester responses into the system. Tried Incoming server to receive Requester emails into Ticket. Getting error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. We have tried IMAP with port 993, POP with port 995. Server names we have used are imap.outlook.com, pop.outlook.com,
Notifications has stopped
Hi The red colour for new Notifiations has stopped working. This happened without doing any changes on the Server or with the ServiceDesk Plus. We are now running Version 9.226. Any Idea what to do?
CC'd addresses bounceback - reopens tickets.
We have been having issues where our requesters are CCing in groups/external emails which cause bounce backs when we resolve tickets. This of course keeps re-opening ticket. I'm aware there is currently no way to edit the CC'd recipients out of the request. But is there any other work around? We are currently having to delete requests which of course doesn't help with feedback/records. Regards, Simon
Reports will not run
I am not able to run any reports the message comes up (Sorry, Unable to execute the report, as a report generation for this login is already running. I have closed out of all sessions of the internet and opened them back up and still cannot get a report to run. I even logged out of SDP and logged back in and I still get this error. I had a couple of other technicians to try to run a report as well and they get the same error.
Notification to Requester when Technician changes
Can you please tell me if their is a way to notify the requester of a ticket when the technician assigned changes, your current notification rule called "Notify requester when a request is assigned to a technician" only works once and never again. If the technician changes more than once the requester never gets notitfied about this.
Changes API - Planning stage
Hi, We are planning on integrating ManageEngine ServiceDesk Plus' Changes module in some of our deployment processes via API. Setting up the change has been easy based on the documentation, but I was wondering whether there is a way we can add the details required in the Planning stage, notably: 1. Impact 2. Roll-out plan 3. Backout plan 4. Checklist 5. Downtime Is this possible, or are there limitations in the API? Regards, Prashanth
Logged In Technicians not showing properly
Hello, I am using the Online Free Version of Service Desk Plus. I have several technicians logged in to the ticketing system at this time. I am looking at "available technicians" and only one is showing online. I have checked tech settings and found no setting to show them offline or away. What is going on here? Why aren't all the technicians showing online? “I choose a lazy person to do a hard job. Because a lazy person will find an easy way to do it.” ~ Bill Gates
Backup Technician Customization
I know I'm not alone when I say it would be great if we could have a little more control of how the backup technician actually determines ticket assignments. Even though due by date is an important metric, I think all of us would agree if the ticket can be resolved same day, it should be. It would be nice to have the option to have the backup technician be assigned tickets by date created rather than the due by date. That way the technician on leave would not still get tickets assigned to them
Importing Closed requests now Open
I'm importing tickets from another system, xls file, and the status field for all is Closed. However, in SDP a large amount of them are showing a status of Open with a red flag and tooltip saying Resolution status : delayed by <#> days <#> hours. Before the import, in Admin > Service Level Agreements > All SLA based mail escalations is set to DISABLED as we do not use SLA's. I can do a re-import, however, how can I prevent Closed imported requests to remain as Closed? Thanks. Build 9227. Edit:
Feature Request
Hi, Just like we can assign technicians and teams to requests. I would like to assign templates to multiple requests. Thanks.
Proxy settins - new request
Hi could you please extend field named "port" to 5 characters, In our proxy we are using ports 10089, but it's not possible to put this port in proxy settings. Field accept only 4 numbers
AD authentication in FIREFOX .
Hi Team, We are using service desk plus (9.2 Build 9223) for our ITIL process ,Authenticate using AD via IE .Let me know is it possible authenticate service desk in firefox by AD authentication without using plugin ,scripts and GP.Is it possible your team customize the authentication, Work on both browsers . Regard's Chandramouli.P
assign a template to a site?
can I build a template and make the dealt to users at a specific site
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