survey results report
I would like to know how to include the comments from users in the reports I can generate off of the survey results. Thanks
Task not created automatically when request is sent via e-mail
My default incident template has a task associated with it. When users submit requests with that template through ServiceDesk, the task is created as it should be. However, if a user submits a request via e-mail, the task is not created even though the default template appears to have been applied. I am able to manually add the task, but I want every new request that uses the default template to have this particular task. I am unable to create a business rule to accomplish what I want. Can I
Option to remove Due Date
It would be great to have the option to clear out the Due Date for requests.
SLA Flag isn't cleared
The SLA flag isn't cleared when a request has already violated the SLA and it is changed to a "Project". Changing the Priority to "Project" does remothe due date but not the SLA violation status.
Changing requester
This is probably an enhancement request but is it possible to have a business rule that changes the requester when a request comes in? Or even a stored SQL procedure we could execute on a regular interval? Thanks.
UserID, Acitve Directory CN, dont show i view
Hi I have put in active directory sync, that UserID (CN, logon shortname) from Active deirectory imports to ServiceDesk. It working fine, I can se CN in ServiceDesk form and on the requesters form, but the problem is that when I chose it to view in the request view as a column, it not working, its shows nothing. Is requester view sensitiv to swedish charakters? or can´t requester view show fielt that I have created by my self? I can chose it from the requester view, list type.
Prevent assigning requests to technician on Leave
Hi, we tested setting technicians on leave and see if we can assign requests to that technician during this period. Seems the system allows this or I could not find a way to prevent it. is it possible to block assigning requests to a technician that is currently on leave? Tks
Unable to save technician : Login with same name already exists.
I'm trying to add a technician but it's giving me the error above. I don't see the technician under the "technician list" How do I check duplicates? or How to resolve this issue? Please help
Disable requests tab in user view
I would like to disable requests tab from Support Center for users. The only tab which I need is Solutions tab. How can I achieve this? Thanks Britto Sidhan
Open requests
Once you have closed a request, does the request automatically open again when someone forwards an email using the I.D number? If so is there a way stopping this from happening?
Unable to start ManageEngine
I have just installed my Free version in my Windows 7 machine and when the start service got erro 7030. Aftergoogling I have started the service Interactive Services detection and now I am getting the error "OpenSCManager failed - Access is denied. (0x5)"
Software names
Is there anyway to rename software; trying to get licensing configured, but for a few instances there are duplicate s of the same software due to naming issues. For example I have : Adobe Acrobat X Standard - English, Fran軋is, Deutsch Adobe Acrobat X Standard - English, Français, Deutsch Is there anyway to rename or merge?
Notification for unassigned call
Hi All, Im fairly new to Manage Engine ServiceDesk Plus and I need to be able to create a notification that emails certain staff members if a new service call in the Helpdesk has been sat as 'unassigned' for a certain amount of time. Any ideas if this is possible and how to do it?
Change Management Process?
Just wondering how people are handling change requests. We're thinking that when a requesters make a developement request via the servicedesk web form incident (since they can't start a change request) , and comes into the incident queue we'll change the ticket into a change request and close the incident ticket so i just does not sit in the incident queue. Also does anyone know of a way for a requester to initiate the change request? How is everyone else handling this? do you leave the ticket
Viewing the "To" Field
Is there anyway to view what address an emailed request came in on? I have built a business rule that sorts on the "To" field but it does not appear to be functioning correctly and I cannot find anyway to view that field without calling each user to ask. My attempted setup is to have a general helpdesk@mydomain catch-all which is the mail account that is fetched but redirect mail from application1@mydomain and application2@mydomain to that catch-all to generate tickets that auto assign to the Application1
Sharing Requests between locations
Hi I have three customers that are each assigned to a location. Some of the requests we would like to make visible to all three customers. Is there any easy way of doing this? Best regards Falle1234
Pass through authentication fails
Hello, faced a similar problem. All of the foregoing did not once ... Log and the table attached Be kind enough to help with the problem
Fields in task templates
If you have a incident template with a number of task associated with it, you can't add fields from the incident to a task. If we take an example with a "new employee" template: Task 1 will be to assign a username. The incident field "username" should be in the task assigned and when the technician assigned to the task fills in the information with "Christian Jensen" and closes the task, the incident field "username" should be updated with the value "Christian Jensen". Task 2 that is executed once
Worklog based off of Task
Something I would find useful is the ability to spawn an worklog entry based off of a task, similar to how you can add a worklog when you do a resolution.
Service Desk ERROR CODE: 469 Invalid License File
Anybody Just installed Service Desk (Free edition) for Linux (on Ubuntu 7.10 Server) When I try to start the SD (sh run.sh) I get the following error: ERROR CODE : 469 Invalid License File hkl
Report on all assets
Can anyone help me with running a report for all assets. I need a report that lists all Assets that are assigned to a user. I would prefer it to be grouped by user. I found a way to do this with just workstations but I need all assets (monitors, docks, etc)
Reminders
Would it be possible to do one of the following for reminder emails; Append the email subject/description with the requestID/requestSubject and supply the url for the request or Give the functionality for templates to be used like those already in use in the Notification profiles. Thanks
Print / Export Solutions
I need to export / printer our solutions so that we have an offsite copy (DR purposes). How can this be achieved? Simple request but I can't seem to find anyway of doing this in 8011 :/ Best Marc
SDP Database size
Is there a way to reduce the SDP database size? I have tried archiving but it wont archive, it's nearly 20GB and it has historical data of about 4 years in it. Will deleting old tickets do the trick or do I need to run some sort of DB maintenence using Mysql? The system is running very slow over the web and I have a feeling it's because of the size of the DB... any help appreciated.
Date format for now() and WorkOrder.CreatedTime
Hi! I want to see difference beetween createdtime and now. In query report wrote something like this: SELECT wo.WorkOrderId, au.First_name, dd.deptName 'Отдел', LONGTODATE(wo.CreatedTime), wo.Title, LONGTODATE(wo.closeauthkey), sd.statusName, (DATE_FORMAT(now(), '%b %e, %Y %h:%i %p')) 'Time now', FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WorkOrderId = wos.WorkOrderId LEFT JOIN StatusDefinition sd ON sd.statusId = wos.statusId LEFT JOIN SDUser ON SDUser.userId = wos.ownerId LEFT JOIN Aaauser
Are credentials required during agent mode scan
We are thinking to purchase service desk and we have some questions before we buy it and test the system The question is on Agent mode scan of the assets. We manually downloaded ManageEngineAssetExplorerAgent.msi agent and manually installed on the client stations and enabled agent mode in SD. Now we are not able to understand how to scan those clients and are any credentials required to scan them. As I read one of benefits are that only one port 9000 is required during the scan and nothing else.
Only administrator can establish a connection on remote control
When I create a technician with remote control capabilities, It cannot connect to the work stations while when using the administrator account it easily establish the connection. Is their an additional setting that i should do to perform remote control using other accounts? Thanks in advance :)
Automatically move unpicked request to another group
Can a request that has been assigned to a particular technician group be moved to another technician group automatically if it has not been "picked up" after a certain amount of time? Example: Suppose a ticket is placed in a "Help Desk" group. If that ticket has not been picked up after 2 hours, it is moved to a "Desktop Support" group.
attachment name in UTF-8 sent incorrectly
Dear Sir/Madam, I have a problem with attachment names in SD+ 8.0 8016 When I am trying to make a reply from request and attach a file with non-ascii characters in name it is being displayed incorrectly with Lotus Notes 8.5.2 I have found out the the problem is in the way that SD+ uses to name attachment while sending. The exapmle of SMTP code with WRONG name: Content-Type: multipart/mixed; boundary="----=_Part_881_27909834.1319713300571" ------=_Part_881_27909834.1319713300571 Content-Transfer-Encoding:
Fields from incidents in reply templates
The Automatic notifications allow you to insert fields from the incidents in the notification templates. It would be valuable to have a similar option for the reply templates.
other technician can't change status on assigned technician
Hi, How can i lock other technicians to change status to resolve or close on other assigned technician?
On-hold reason
Hi, I try to search for on-old reason and i found this new feature list code SDF-24224 May i have update for this feature?
Service Desk Plus remote control feature
I can't seem to activate the remote control feature in service desk plus. I've installed the demo version, and enabled the feature under admin -> self service portal settings. I don't see any remote control link in the asset detail view (or anywhere else for that matter). I have 4 test agents that are scanning properly. Please let me know what I'm missing.
Domain Id Migration - Login Name Change from Andrew to Sam Andrew
One of my user who was earlier login in domain A has his id migrated to domian B . The login id in both the domain is Andrew but the login name is change from Andrew to Sam Andrew. Both this person are the same. The question is . What ever report created under the old domain cannot be seen when Andrew logs in to the new domain. How can he migrate the report over to his new domain profile . eg login id is Andrew Login Name is Andrew (Old Domain) Aging Report, Weekly Priority One Incident
Set permissions for Technician Groups
It would be really beneficial if we could set Incident template permissions based on Technician groups as well as the already available user groups. We have numerous technician groups that do not need to see all the templates. It would also be ideal if we were able to assign technician groups permissions to certain solutions, at the moment it's all or nothing. This again is not good as we do not want all of the technicians viewing, deleting or changing solutions that are not applicable for them.
Can business rule reopen a request?
I have configured ServiceDesk to notify a user when a request has been closed. I would like to change the status of a request from "Closed" to "Open" if a user replies to the notification so that the request appears in lists of open requests. I assumed that I could use a buisness rule to achieve this, but I do not seem to be able to create a business rule based on the value of the "Status" field. Am I missing something? Can this be done in some other way?
Description Field Not Fully Displayed
The workorder.Description field is not completely displayed in a mysql sql query and Crystal Reports. It only shows the first x number of characters. Is the default 65535 characters?
Can logic be used to change notifications dynamically?
Are we able to use conditional statements to control what is displayed in a notification? As an example, suppose I want to include the value of the $Priority variable in a notification that is sent to a user only if the value is "High." Can we do something like the following? IF ($Priority == "High") THEN $Priority // I am just making up the syntax here.
Wrong overdue status
Hi, Am using SDP+: 8.0.0 Build 8016, I changed some fields on the ticket while it was closed, then because of that the Overdue become ture, which is completely wrong as the case was resolved at the same time it was opened!! Please take a look on the Screenshot below
Run ServiceDesk Centos
Dear I want to install linux centos ServiceDesk but I can not start. I installed java runtime and net framework, error terminal: Server is starting. This may take a couple of minutes ... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details [root@dbsd bin]# log.txt (Jan 27, 2012 7:26:57 PM), Install, com.adventnet.ismp.beans.SendMailWizardAction, err, java.net.UnknownHostException: www.manageengine.com: www.manageengine.com STACK_TRACE: 6 java.net.UnknownHostException:
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