Possible improvement in view options for ServiceDesk
My company uses ServiceDesk Plus 8.0. Recently we've been inundated with new Help Desk requests due to a database corruption issue. The folks that work in that dept. told us it would be ideal if there were a way to have a view option where you could see your tickets in a window - but have tabs in the window that would be one tab for each subcategory in the Category you're presently working on. Would this be possible? Please let me know. Thanks! Allan Kellner
Support e-mail address
I have three accounts and I want two of those accounts to share requesters. Will the servicedesk respect the "Support e-mail address" which is different on each account or will it search through and find the requester first? I also tried adding the requester to both accounts thinking then it may respect the account default address but it always goes back to the account that was created first. Any help would be appreciated. Thanks Jon
Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
How to host ServiceDesk plus
We purchased the service desk plus version 8. It is working fine in the intranet. now we want to the service desk plus online. We are planning to host it from our internal server itself....Could anybody help me????
Reporting and access rules
Hi, If I understand well, report are either public or private. But is there a way to limit access to one report to a group of technicians ? Best regards, jeff SDP+ 8016
Email notification
Hi, we would like to notify technician not using global rule "Alert the following technician(s) by e-mail when a new request is created" but per incident template. Is this possible by configuration or is there an other way to notify a group of technicien following template criterias ? Best reagrds, jeff
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
"Query Report Public" Access
Hi we have the following problem. As Admin, I have created a public query report, but the other technician doesn't see this report. In general, only the technician with SDAdimn role associated can view, submit and modify this report. Our structure is the following: Technician ADMIN -->creates the query report public; the role associated is SDAmin Technician Group --> Submit only the public report; the role associated is SDReport All technician have the role SDReport associated . I need that the technician
Categories
I am new to SD+ and I was hoping someone could give guidance on how to setup categories and have only specific Technical Groups see their respective Categories, Subs and Items. For Example, the categories that the Desktop Services group use should only be visible by that group and likewise Application Support should only see their's. Is there a way to do this? So far, I've come up with having the Groups setup as a Category but in this instance they'd only have two tiers left: Desktop Services
Wrong link in mail
When we make an announcement and we want it to be send to a list of mail-adresses, this mails opens very slowly. The reason is a wrong link/reference in de html-code of the mail. <style>p { margin-top:0px; margin-bottom:0px}</style> <base href="http://orion/" /> <link rel="stylesheet" type="text/css" href="http://orion/style/htmlarea.css" /> <style> html,body { border: 0px;} </style> <p><font face="verdana,arial,helvetica,sans-serif"> <font style="background-color: rgb(0, 204, 255);"> The link to
Customizable Change Workflows Needed
The notification function of the Change service within SDPlus, in my mind, requires some additional enhancement. One request in particular, is the addition of a "Customizable Workflows" feature. 1. Add a new section called "Change Roles" - This section will allow an administrator to add/edit/delete roles for changes. These roles should NOT be isolated to technicians, as requesters should be able to function in a role. 2. Add a new section called "Change Notifications" - This section will allow an
8.1 Beta missing features?
Where are the project management and change workflow features? I installed the beta as the Enterprise version and these seems to be missing. Are these not included in the beta version?
e-mail commands
I all, I've a problem with the e-mail commands. I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request. In all the other cases (edit, close) I only create a new ticket. I read a lot of solutions e discussions in the forum, but I'm still not able to let it works. I have the following version of SD+ : 8.0.0 Build 8016 This is how the e-mail command is configured: and this is the technichan I'm using and, at the end, these are the mails I use:
Automated report for open calls for technician
We are wanting to create a report that allows us to send to each individual technician the calls they have open in Helpdesk, the report should only list calls related to the individual technician. Is this type of report possible in SDP, apart from having to create an individual report for each technician? Thanks, Matt
Email Notification
Hi, I just disabled this setting "Send notification to group technician(s) when a new request is added to this group " After disabling this, the technicians no longer receive notification emails when a ticket is specifically assigned to them. However in the Notification Rules this setting was not changed. Thanks, Jon
HTTP Status 500 when access SD+ by Blackberry
Hi all, I have a problem with mobile browser. When i try to access it by Corporate blackberry, i will got HTTP Status 500. My company use BES Service and not block anything from BES. Is there someone have this kind of problem before? Below is error message. ---------------------------------------------------------------- HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
SMTP Outgoing Problem
Hi, We have faced SMTP outgoing mail problem during installation. We aren't using exhange server. We are using IceWarp Merak Mail Server. We can't send e-mails to users via ServiceDesk. By the way, there aren't any problem by receiving e-mails. Error Log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013"
ServiceDesk SMTP outgoing problem
Hi, During the installation, we have faced with an SMTP outgoing mail problem. They don't use exchange server. They are using IceWarp Merak mail. We have solved incoming mails but we can't send mail via ServiceDesk. Problem log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED"
trouble with the group ticket notifications for a certain specialist
Hi. We have ServiceDesk 8.0.0 8013. Mail Server Settings: Address: ServiceDesk@domain.com Notification settings: specialist receives an e-mail message after the ticket is set to him. Settings for the group: all tickets sent to application@domain.com are set to the group «A». Notification problem: the ticket sent to application@domain.com is engaged by group and the group member does not receive any notifications. Is there a way to configure the group ticket notifications for a certain specialist?
Troubles with category at email request
Hello! When request comes with email, it always have some category. I need make that technichian must choose right category when he have request. They always forgot to do this, because it allready have some category. There are any possibility to make new request which comes form email with all empty category? Regards, Anton.
Manual for installing Service Desk server
Dear Support Team, Any manual for installing SD+ server? Regards, Eko
Additional flexibility on archiving
I would like to see a bit more flexibility on the time frame that we are allowed to archive. Currently there are options for 1,2,3,6 months and 1,2,3 years. I would like to be able to either define my own value for years/months or have additional values shipped (examples: 9 months, 18 months)
Report help
is there a way to create a report for incidents based upon the time the request was created that shows what time of day the request was opened not the date we are looking to see what our high call volume times are and when our low volume times are for example. something similar to below we are looking to how we should staff our service desk for the best coverage August 00-01 4 request 01-02 0 request 02-03 0 request 03-04 1 request Etc.... Sept 00-01 4 request 01-02 0 request 02-03 0 request
Change Management with Overdue Notification
Dear Sir, Can we configure the overdue notification in change management? for ex: if the change has reached the schedule end-time but the status is not yet "completed", then system will send out the email notification to the technician and the CAB members. Thanks a lot. Regards, Alan
Email Commands
Hello SDP Support, SDP doesn't have the ability to send mails on closure via businessrules, so I was trying to find a workarround. In my scenario I send out an notification with the notification rules, when a request is closed to a specific email adress. This adress is the same I use for SDP to send emails. So now I want to use the email parser to to set a specific value in the field mode. Would it work now with busines rules, that the value will be set after the request was closed? Will there ever
API: how to set timezone
Hi, I'm currently trying to figure out how to use your Site API. Was successful to some extend, but one thing I just could not figure out: how to set the timeZone via the API. No matter what I try, there is no value selected when viewing the site in SD+. After selecting some timezone in SD+ and saving saving in SD+, the timezone is saved. So what do I have to use? What I tried: - "value" field of the SD+ select box (e.g. "301" for Europe/Berlin) - the complete string of the SD+ select box (e.g. "(GMT+1:00)
Missing "Subcategory" & "Item" columns from the User's Request page
In the Requests page when the users log in, the columns "Subcategory" and "Item" are missing from the columns list, only "Category" is available in the . We need to display the column "Item", this very important. However when the technician login, the columns "Subcategory" and "Item" are available in the column list and can be displayed. Please advice. Regards,
Tech Assignment
Is there a way to use a busines rules, or some other feature to help auto assign assignments in the following scenario: 3 Techs Tech 1 does 80% tech work 20% Server Administration Tech 2 does 80% tech work 20% Network administration Tech 3 Does 20% tech work 80% Server administration 5 sites site 1 = techs 1 and 2 get assigned requests site 2 = techs 2 and 3 get assigned requests site 3 = techs 3 and 1 get assigned requests site 4 = techs 1, 2, and 3 get assigned request site 5 = tech 1, 2,
Purchase order Question, same products from differnet vendors
I have another question with raising POs. We routinely purchase items from a number of suppliers/vendors to ensure we get the best price. It seems that when we try and raise a PO in SDP, for a product that we have previoulsy ordered from a differnet supplier/vendor (reseller), then we cant order the same product item form a differnet vendor/supplier (reseller). We get this error
8017 Hotfix released
Dear Users, Hotfix SDP 8017 (which can be installed over 8000) has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Refer the below URL for the list of Features / Issues that has been went in this Hotfix [8017] http://www.manageengine.com/products/service-desk/readme-8.0.html Also, please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Disallow users from seeing categories
Hello When setting up preventative maintenance tasks it makes sense to use Categories and maybe sub-categories and Items along with them. However, you probably don't want your user base to see some of those categories with their associated sub-categories or items. For example, you might have a Category = "Backups and sub-categories "Initialise Backups" and "Check backups". You might not want the average user submitting a ticket with backup as a category so it makes sense to add a flag the admin
Special Characters in CSV import
When importing asset data using the CSV format, SDP does not properly process special characters such as the Umlaute in German or accented characters. Trying to import CSV files which have been stored in the Unicode format (UTF-8, e.g.) result in SDP displaying the message that the language is unsupported. SOLUTION: Store your CSV file in the Unicode format (UTF-8). Edit your CSV file using a Hex editor (that is an editor which shows the content of the file as Bytes or Octets and not as characters).
Windows 7 - Connection to RPC server in the workstation failed.
Hi all, I am currently in a phase of deploying Windows 7 OS. I am trying to do a scan of the Windows 7 Laptop. I get the following error. For Windows Xp, I have no issue. I have already disable UAC and we do not use agent in our Env. We are using Version : 6.0.0 Build Number : 6013
Roles
I want a technician to be able to create a reply template (located in the admin module). Can I do this without making them an admin? Furthermore it would be helpful to be able to give a permission to allow access to everything except the reports module which may contain sensitive information.
Another Purchase order Question
when I wish to raise a PO for a software item, I only seem to be able to add sofwtare items that the system already knows about. THe software item list seems to be populated by virtue of sofwtare that SDP knows about when I have scanned devices. If I am buying a pirce of software for the first time, it will not have been instaleld, SDP doesnt know about it so its not in my known software ist. How can i manually enter a new sofwtare item into my PO. Thanks
Want to allow custom role with permissions to edit incident template and service catalog
Hi, I created a custom role for some technicians and wanted to know if there was a way to allow that group to edit incident templates and the service catalog without having full SDAdmin priviledges. Is there a way to do that? Thanks, Leigh
Register for SDP 8.1 Beta
Dear Customers, The ServiceDesk Plus 8.1 Beta is ready. Please register for this Beta in the below given URL, http://www.manageengine.com/products/service-desk/sdp-portal-registration.html We will provide beta access in batches. Thanks & Regards, Jeykar SDP Team
Agent based scans
Hello, My IT department is trying to switch over from domain scans to agent scans. We disabled the scheduled scans, domain scans, and network scans and then we installed the agent (with scan on startup enabled) on one virtual machine for testing. When the virtual machine starts it's scanned and posted in ServiceDesk as planned. However, anytime a member of our department starts a different virtual machine that virtual machine also appears under 'assets.' My question is: Why are workstations
SQL vs Java Application
Hi, We have our service desk + application running on server 2008 R2 with a local instance of SQL 2008 running service desk. The server has 8GB of RAM which is mostly taken up by the SQL service (the service desk database is 7.5GB), would it increase the performance and speed of service desk to throttle the SQL server down to say 6GB of RAM then increase the Wrapper.Java.MaxMemory= to around 2GB?? Or would this be detrimental?? Thanks
ServiceDesk Plus Mobile App
Hi! Will the ServiceDesk Plus Mobile App work with IT360? Thank´s Erik Channel Manager at Inuit Sweden
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