Can reply emails be automatically associated with a request?
We often us the Reply to the Requester function to send an email to a requester. The From field in the mail is set to "no-reply@mydomain.com". Is it possible to configure ServiceDesk Plus such that when a requester replies to the email that the email is associated with the request?
Fetched e-mail mising attachements / body
When ServiceDesk Plus is fetching (via IMAP) voicemails from our phone system (*.wav in an e-mail) or external e-mails it drops the attachement or body. This has occurred since we upgraded our mail server to Exchange 2010 SP1 We have recently upgraded from 7605 to 8010 as recommended however the problem still persists. Please advise.
Unable to Install Trial
I wanted to trial the new version of manageengine but sadly the installation is not going well for me I've installed the application clicked on open web client but nothing happens I'm trying to use the mssql option. I've noticed after installation nothing is even added to the allocated database (no tables , views etc)
Receive a request via email into Service Desk Plus
Is it possible to set up Service Desk Plus to receive a request from an emailed form? Here is the criteria that we would like to meet. 1. When the Service Desk Application receives this email, a ticket will automatically be created/saved. a. Name = User who is requesting access b. Category = Portal/SharePoint c. Priority = High d. Sub Category = Permission/Access e. Subject = HickoryTech Portal Access Request Description = body of email current HickoryTech Portal
How to connect
I installed Service Desk Plus on a "server". How do I access it on other machines for different technicians? Is there a client software I am missing or do I access through a web browser? Thanks! Greg
Developer Edition of SDP
Hello SDP Support, it would be great if there would be any kind of developer edition, I like your product but it is not customizeable enough to buy the Enterprise edition. Especialy the notification rules should be totaly customizeable, for example that you can choose yourself which persons geht which email on customized events, this way most other help desks have a much better notification system. With a developer edition it would be much easier for companies to fullfill their requests on the helpdesk.
Found 2 Bugs in the business rules
Hello SDP Support, found 2 Bugs in the business rules. 1. When you set the resolution field as mandatory for closure of a request, you can setup a business rule, that the status changed to closed and the request is closed without a resolution. 2. When you have a business rule that uses the priority or any other drop down menu item as criteria and you have a custom content with german signs like ä ö ü or -> and so on, the rule doesn't work. Using build 8016 kind regards Thomas
Pathetic Tool I have ever worked upon - Adventnet manage engine
Worst tool I have ever worked upon in my life.... Not at all able to compete the standards for BMC remedy or IBM Tivoli... We are using this tool at First Gulf Bank, the tool goes down every 15-20 mins and then the tool admin has to restart the services. I have been associated with first gulf bank for last 6 months and never had a good day with the tool.
Software Licensing - Volume Licenses
I'm experiencing the same issue as listed with this forum article: http://forums.manageengine.com/#topic/49000002674225 I would like to know if this will be fixed or if I need to add a volume license with number of licenses (1) and add the number of allowed installs?
Cannot approve solutions as Administrator
I am the main Administrator for the Service Desk and I will be inputting about 95% of the tickets. I have two other technicians, however their roles are extremely limited unless I am on vacation, sick, etc. So my problem comes down to as I cannot approve my own solutions. I see right now that in order to have a solution approved that I inputted into the system, another technician would have to approve. Seeing as the other technicians will not have much use with the Service Desk, I don't want
Service Catalog
I have created a Service Category and some services to that Service Category but it is not showing up to users. Am I missing something?
Roaming Ticker Feature
One of the following two options would be an excellent addition to a ServiceDesk Plus service pack. Option #1 : We can have the Ticker feature in the web browser client itself. The ticker will be enabled when you log into the ServiceDesk Plus client. Ticker can notify the technician whenever a ticket is assigned,created or SLA is going to be violated. Option #2 : Ticker to run in the desktop and this can be enabled when you log into the system. Ticker can be enabled and disabled if required. This
MC Issues
Hi, i am having an issue with the mobile client which i cannot work out. when connecting through the /mc on the desktop, i can log in fine, username, password entered, domain selected, and is AD auth ticked, gets me in perfectly. If i connect to the mobile client through a device on the same network, no combination will let me in, just gives me the 'Username or Password is incorrect'. To get to the mobile client on the iPhone i also need to use the servers IP address rather than the published name.
Prevent asset scanning on "in store" devices
We schedule weekly domain scans of all of our Windows workstations. We're finding that it's trying to scan all of our workstations that are "in store." Is this supposed to happen? We were under the impression that "in store" meant the workstations are in storage and are not turned on or assigned to a user. Thanks!
Customise Purchase Authorisation template
Hi there, I can't find any way to customise the Purchase Approval notification template, example of existing template below: From: Service Desk [mailto:servicedesk@adstream.com] Sent: Wednesday, September 28, 2011 12:33 PM To: Subject: Submitting PO # IT11182 for approval Click the below link to approve this PO : http://servicedesk.adstream.com:8080/POApproval?dId=pvOJUh1EqzgEkRtL0pX15k5mspTbvwKD9EFbxbvGpdJ3pyV86wdlxENOgZpp1oZh&app=-17_-39_-116_109_8_37_-27_-9 -- I'd like to be able to customise
New to SDP Requirement to import part of Active Directory
Background. I am local support to arround 120 staff and the PC's Servers printers laptops ect that they need to do there day to day job is specialised so we have local support arangements ( me and my team ). We are implementing Service desk to combine our IT inventory and start call logging so we can monitor our performace and that of our support suppliers. Now we get to the BUT, we are part of an AD with arround 8000 users and assocatied bits and bobs So my question is is there a way that
Little customization
If I want to edit some of the pages, like hiding buttons, where could I find the location of these jsp pages?
HTTP Status 500 - Error
This error occur frequently when i do the following task:1) Close the task by technician 2) when i approval the request by approval link. Kindly suggets me the resolution thanks Regards MAJ 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: Mail sending failed. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
If I have to close a ticket can be reopened
If I have to close a ticket can be reopened
Problem in send mail
when I try to send an email back to the user fails. I found this in the log record. com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[42]|: Exception while trying to send notification for Request ID : 6|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1134) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:635)
External Emails
Is there a way to turn off sending e-mails to external addresses? We use ServiceDesk for our internal users but occasionally some external customers also email to the e-mail group that ServiceDesk generates requests from and we don't want the e-mail notifications going out to our external customers especially ones who use another ticketing system as you can imagine the loops that occur. D
Service Desk Port
How can I change the listening port for the service desk. thanks.
Is there a way to send email notices in plain text?
Many years ago this was the default, now they are sent as HTML but some of our messages go to cell phones that can't translate and i'd rather have plain text. Is there somewhere we can change this ?
Pre-defined E-mail Repsonses
In a similar way to Resolution Templates, it would be very useful to have E-mail Reply Templates. These would come in very useful, for example, if we have a site-wide issue and multiple users log requests. A Reply Template could inform the users of the same information "We're looking in to the problem etc etc" without have to tedisouly copy&paste and would ensure that whoever is dealing with the request provides the same information each time, avoiding confusion and wasted time. It would also
Duplicate Requester Entries
Hi, Something happened to our primary domain controller and had to switch to a different domain controller. SDP was changed to point to the backup controller, after which an AD scan was done. Now there are duplicate entries of the requesters. How can we resolve this issue of duplicate requester entries ? Thanks much, Jon
Notification Rules
Currently, when a Request is assigned to a Technician, the Technician can receive an e-mail notifying them of this. May this be more granula? It is a global setting now so it's either ON for all Technician or OFF for all. 2 or 3 of my Technicians like being e-mailed about Assigned Requestes but the other 2 or 3 don't and would like the feature turned off. In future releases, I propose the following: - Separate Notification Rules per Site - Turn Notification features ON or OFF for individual
Ticket/Technician Reports
Hi everyone. I'm trying to pull some basic reports out of the system (or, at least things I think would be basic), but I am not having much success. I've been able to use the report tools to get daily closed reports per technician and also number of tickets in each technician's queue. These are great (although I'd love to know the SQL query behind them to use them in Excel). My question is this, I've not been able to create a report showing the amount of tickets the technician has been assigned/picked
SSO slow in Version 8016
Upgraded from version 7513 to version 8016. Followed the upgrade path. Went through the steps to create the SSO connection, had to run the vbscript on the DC to get a computer account created. When users logon with SSO it take around 20 seconds for the page to load. Anyone else experiencing this issue?
Automatically fill fields from an email?
Sorry if this has been asked a lot, I did not find a recent post about it... Is it possible to fill out a field based on the text in an email? For instance, the user fills out a form with a location and date/time, and have that information automatically entered into a custom or default field in Service Desk Plus? Thank you!
Problem with email command - add request not populating requester email
Hi, We have a form for online email submission of requests to service desk version 8.0.8016. The email command functionality works well by and large, but does not populate the requester email address in a minority (5%) of cases. When we first implemented the forms, we were on version 7 and the email command documentation advised the use of the @@REQUESTEREMAIL=@@ tag in the body of the email address. The administrator's guide in the new documentation says @@REQUESTERE-MAIL=@@ instead (note the
Creating custom action
Is it possible to create custom action for request? I mean actions in submenu on the right, where are "start timer, add notes, submit for approval, etc" located.I want to create an action to send "submit for approval" directly to one user, without entering his email in standart approval dialog box. Thanks.
Archiving
Is there a way to manually are requests? Also is there a way to archive change requests?
End user custom field not showing in template
Hello, We have a SDP8016 deployment. We are willing to show in the default request template the user email address. As this is not possible directly we have worked out this workaround: 1. Create a custom field for the user, type text. 2. While importing from AD assing to that user the mail AD field, so the field holds a 2 copy of the email address. 3. In the default request template we set that field not mandatory, not editable but visible to users. 4. We reimport users, so the field holds
Mobile application helpdesk
Hi Where can i find the mobile application for heldesk and instructions for it ?
Requester domain name change
Is it possible to change the domain name in a number of requesters' email addresses at the same time? We have about sixty requesters who have changed their domain name from xyz@company.co.uk to xyz@company.com. Of course at the moment each time they send a request through it is creating a new account for them. Can we change them en masse to the new .com domain and possibly identify duplicates (for deletion) at the same time? Thanks in advance - Terry
AD and Local Authentication issue
Hello, I have a SDP 8016 deployment that imports users from 2 AD forests and also allows for user self-registration by sending an email. Those users obviously use SDP Local Authentication. We have realized that users in the AD are able to login with their AD credentials but also with the Local Authentication credentials. This seems to be a big security issue, as technicians have a dual login and the one from the Local Authentication has a trivial password (username=password). To reproduce
Build 8015 and 8016 Dashboard issue
Hi, Dashboard in build 8015 and 8016 Requests by technician chart - technician name column does not have a heading and the technician names are cropped at 11 characters. Is this expected? I have verified this in FF3.6.20, IE8, IE9 and IE10 against both builds. Even the same if you click "View All" - there is loads of blank space in that column before the "Open Calls" count, but still cropped at 11 characters and ends in "..." Can we get this fixed? Thanks, Dean
Purchase Order Generation...
We are using version 7.0.0 Build 7020 and are trying to use the Purchase Order area but are stuck in that technicians can't create orders because they can't add products, etc. Is there a way to give users that kind of access? Thanks.
Request additional fields
I just downloaded the free SD version to test it out. I created a couple of additional fields but I don't see them when creating a new request... Thanks.
Local administrator account
The domain controller configured in Servicedesk is no longer available. We are unable to logon to service desk to change the LDAP settings. I have found the article in the FAQ on how to reset the local admin password but when I run the initial query to enumerate the users, it only returns the configured LDAP users and not a local administrator account. How do I recreate the local administrator account, or how do I change the LDAP details from a SQL query? Thanks
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