Question: Backward compatibility
Hi, on SDP, if SDP is installed as Enterprise, is this able to go back to Prof. edition? how about vice versa?
Business rules for service requests
Business rules should apply to service requests as well as incidents. Often different users need to be notified of requests that are in the same category. Perhaps this functionality could be enabled, especially given that the responses to a lot of my questions have actually suggested using business rules.
Contract renewal change
When renewing contracts, I find the way that SDP renames the renewed contract "Contract Name - Renewed" unhelpful. If I use the Contracts Expiring in the Next 7 Days filter, I can't see right off the bat which ones have been renewed already. The expiring contract should get named "* - Renewed" and the new contract should just keep the original name. That would be much more useful because when looking at the contract list through that filter, I'd know that any contract ending in "- Renewed" has
Resetting a date field to a null value
Sorry this may be a duplicate post, I believe I was not logged in and may have posted the other one anonymously. So am re-posting it under this user name so I can track the progress. At times we have people that fill in a date field accidentally, but they cannot remake the value of that date field null after. This skews up our reports. I realize that I can run a script to delete the value, but we have strict policies on running a script in a production environment. Is there a way to make a date
Weekly Report
I am looking to create a report with the following average time to close incidents by week, by technician All reports seem to be day or month based
Minimum Maximum and Average Response Time
Hi Are there any reports available to report the minimum, maximum and average response time to requests? E.g. What were the average, maximum and minimum times in which a call was assigned to a technician.
there is no word on buttons in IE browser
Dear all There is a problem that I have. In IE browser some of the buttons do not have the word on it ,the button works but client cannot see the word to understand what the button is for.it shows the box only but it works fine in Firefox. I want to know why this is happened Any Idea ? Thanks in advance Negin
When scheduling a MP task, notification is sent to the applicant (no technical) bears the main email FROM the SDP
Hi, I need the FROM is the Support Group to resolve the ticket. My SDP has many support groups and each has a different email that works with the main email. I need to know how to fix or set SDP urgently. Thank you very much, Mauricio
The file may be corrupted or check for the available disk space
Hi! I get the above error message when trying to upgrade from 8.1.0 build 8105 to 8109. What is the amount of free space needed? I have 2 Gb free. I have tried downloading the update file on different machines just to make sure that it isn't client related. Kind regards //Henrik
Abg Hours to Closed By Request TYpe
Need a report that will show average hours to close by Request type
Reporting Raw Data
I'm looking at producing a monthly reporting suite from our Helpdesk that I can pass to the business stakeholders and circulate internally within the department. The reports built into ServiceDesk Plus seem tp produce tabular data. Is there a way to also get to see the raw data, so I could bring that into Excel and write some customised pivot chart reports, to work alongside some of the inbuilt reports ? Is there a report to give me the raw data (ie. All fields for a given date range) or is it
Route Tickets Based on Time
I'd like to route tickets to a specific technician based on the time the ticket comes in. How can I do tihs?
Shares on a scanned asset?
Does SDP with the Asset Manager have the capability to display the available Shares on a scanned Windows Workstation?
Feature Requests
1. I'm looking for approval process for problem management.There are approval processes in incident / purchase / change management. But I cannot find the approval process for problem management. If it is not there, can you add this feature please? 2. On the report module, I want to see the which device (PC, server, projector, monitor, etc...) is getting most of service / IT request on it. How can I do it?
2 Different Departments Using the Same ServiceDesk Plus
Hi, In our organization 2 departments are going to use the same ServiceDesk Plus applications. Also we are going to activate Single Sign On. The requesters are going to be the same with these two departments. But these departments must not see each others requests. I am planning to seperate these 2 departments as 2 sites. But in this case when a requester creates a request by email and do not select the Site, this request can not be seen by the technicians of these 2 departments. I created 2 email
Backup SD Plus
Hello Now test your software and have encountered the same problem. Base Service Desk runs on the local server MSSQL. When you attempt to backup file backup.bat percentage reaches 50% and freezes. In the backup folder created 258 tables. After some time an error occurs java.exe Backup does not finish properly. Service ManageEngine stopped Can you please tell what could be the reason? This is screenshot of the error
Best practices
Dear Good day to all I'm in the beginning of work on Manegeengine ,, so Is there any advice , Best practices , How to start BR Majeed
can Requester choose technican by itself from the list
is there any way that requester choose technican , when he is rising the request , i try a lot but no success so far , even on the incident templtae add additional field is gray out please help reply me on bilal.khan@gscsgulf.com
CMDB - Configuration Items types edit.
Is where any way to delete default CI Types? Change 'Parent Type'? Untick 'track as asset'? Thanks
Is it possible for a single requestor to see te calls of multiple departments?
We have got a director who would like to see the call from multiple department but i also want to keep it so the managers of those departments can only see the own deptment calls. I have tried to set the director as the department head of both department but he can still only see the department he is assigned to in the requester detail. If anyone could help with this i would be gratefully.
Monthy Report on Opten Tickets Over 90 Days
We are looking to generate a monthly report on the number of open tickets older than 90 days. I was able to generate a matrix report of tickets opened sorted by status over created date on a monthly basis using the Report Wizard, but we are just looking for an automatic report every month on the number of open tickets over 90 days old (as of the report time) sorted by current status. Thanks
report of acces to the system
How I can create a report that tells me which users have accessed the system in a date range such as a month?
Report to show tickets open or edited in the last 8 hours
Hi, Can someone help me create a report that will list all the tickets that have either been created, or last edited within the last 8 hours? The report creator only allows me to specify dates and I'm not terribly good with the query editor! Thanks!
Response DueBy Time question on Requests in Service Desk Plus?
Is there a way that response time can be set when I add a work log or something other than sending an email from the request screen? It seems that is the only way I can get the response time set, is by sending an email from the request, but sometimes we call the customer and leave a voicemail and I want that to count as a response time? Just curious we are getting ready to start using this in our production environment but I don't want to fail SLA's because I cannot get this field updated.
Default Template For Requster
Hi, Is there a way within the system you can set one template as default for 'Technicians' and another template as default for 'Requesters'? Thanks
Technican's To View Dashboard
Hi, Am i aware that the Admin and SD co-ordinator roles are able to see the 'Helpdesk' on the dashboard. Is there any plans in the furture to make 'Helpdesk' on the dashboard viewable to technicians? Thanks
Configuration backup scripts
We need to get backup scripts to export and import all of our configurations rather than having to manually validate that all changes made in one environment have been applied to another. We currently maintain 'sandbox/development', testing/training, and production environments to enable learning how the system works with various configuration settings, then loading those into testing/training environment to validate results then train our staff, and finally into production.
Log all emails sent by system
All sent emails should be logged (including notification emails) but not accessible to anyone other than the administrator
Weekly report - Requests - Problems - Tasks
Hi, In Reports tab, I cannot find weekly report for Requests - Problems - Tasks. Someone, please help me "Query" for them above. Thanks, regards!
Ability to force technicians to have 3 minute refresh
I'd like to be able to set the default request view refresh to 3 minutes for all technicians
How can you asign a site to a department
We have over 100 sites and of course a number of deaprtments at every site. when i go into the deaprtments tab to try and assing a deaprtment to a site there is no field therer to assing one . but on the front screen of the deaprtments it shows the sites column.
Scan changes Product names
Hello, I have following problem: I try to make a automatic scan routine, but the Printers are bugging for example: I scan all Ressources from IP x.x.x.x to x.x.y.y most of them get scanned, but at a few (mostly the HP LaserJet P2050 Series) the 'Product Name' changes automatically into 'unknown Printer' or 'HP-Printer'. Then i change it manually back into 'LaserJet P2050 Series' and after the next scan it changes back again. Is there a way to fix that or why does it always change the name. PS: i
Link to request in approval-mail
Is it possible to create a hyperlink to the request in the approvalpage? Now approvers do have to copy the requestnumber in an other ServiceDesk+ session and retrieve it. A link would be so much faster, easier and quicker. Best regards, Mark Flothmann
Unable to log into ServiceDesk using Administrator login.
I am unable to log into ServiceDesk 8.0.0 using the administrator login (Local Authentication). It has a MySQL database backend. I followed the steps found here in order to resolve this issue: http://forums.manageengine.com/topic/servicedesk-admin-password-reset ... but they did not help: Here are the steps: mysql> update AaaPassword join AaaAccPassword on AaaPassword.password_id = AaaAccPassword.password_id join AaaAccount on AaaAccPassword.account_id = AaaAccount.account_id join AaaLogin on AaaAccount.login_id
Hyperlinks in Self-Service Portal Usage
Is there a way to create hyperlinks in the Self-Service Portal Usage section on the summary page to enable direct link from this usage section to more detail? We want to point our technicians and/or requestors to detailed help for using Service Desk Plus. Examples include creating a request, search for a request, view all open requests, etc. This would give them a quick reference to 'online help' or the online training documentation that we will be keeping in the Solutions database.
After install SDP Demo, can't due to logon
Hi, I installed trial version on clean equipment, with Windows 2008 Standard 32-bit, IIS 7 and Sql Server 2008 R2 Standard. After installation and configuration can not use the default administrator login or guest, logon page. Can you help me in my evaluation? Thanks
ServiceDesk integration with Desktop Central Issue
I have just upgraded our Desktop Central to the latest version to get the integration with ServiceDesk Plus. I followed the directions to enable the integration, and everything works. However whenever I try to check off "Enable to access Desktop Management Functionality" and save, the check box gets deselected. I am doing this signed on as "Admin", not myself. It seems that I am the only user who the check box stays checked for. Any ideas on what could cause this? I checked all the roles and
Report against archived request
We auto archive requests over a year old. I dont seem to be able to run/produce any data against archived reports. So for example If I run > report by all requests > requests by department > then select a time filter of 1/1/2011 to 31/12/2011 - it only reports on calls made after 11 july 2011 (i.e those not archived). If I run the same report against the first 6 months of 2011, or any period prior to archive data, it reports nothing. How can I run reports agianst archived calls ?
Unable to log into ServiceDesk using Active Directory.
I am unable to log into ServiceDesk 8.0.0 using Active Directory logins. It has a MySQL database backend. I followed the steps found here in order to resolve this issue: http://forums.manageengine.com/topic/can-t-login ... but they did not help: Here are the steps: mysql> select * from aaapamconf; +------------+--------------+--------------+ | SERVICE_ID | PAMMODULE_ID | CONTROL_FLAG | +------------+--------------+--------------+ | 1 | 2 | required | | 1 |
CI Type incorrect after a scan
We have been deploying laptops over the last several months. Part of our process is to perform a initial scan of the device with SDP. What has been happening is most all the scanned laptops are being listed under Windows Workstation Asset and not under laptops. These devices are HP laptops. Why doesnt SDP classify them as laptops after a network scan is performed? Whay cant you manually move them to the laptops asset group?
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