Tickets Picked up Report
I am needing to evaluate my technicians on their ability to pick up tickets from each other. This is something that they need "encouragement" on, and will tie into their performance appraisals. Is their a report that can show the following for a monthly basis: Grouped by Technician name Number of tickets that the technician has picked up Then the ticket details List of tickets that were picked up The Requester The subject The person they were picked up from. The age of the ticket The ticket create
Ability for Users to close their own requests
It would be at times beneficial to allow the end users to close their own requests. We have occaisions where users raise a request and then manage to solve their own problem by looking up solutions or trying something different. It would be good if the user could select an option to close their request and be prompted to add a note or resolution as to why they want it closed. What usually happens at the moment is we have users adding a second request asking to close the first request which just adds
Site field not filling when we add the requester via API
We're using the API interface to add a new requester to SD+ and its works good, but the "Site" field is not filling in for the added requester. I've already tried to change the field name from "site" to "siteName" (in the "admin_api_addrequester.htm" file) but it doesnt work. Can you help to solve this problem?
Issue with numeric fields
Request - Additonal fields (numeric) don't permit the use of decimal points. Also, it would be nice to be able to define a "currency" field
Time / Project Management Reporting
I think that ServiceDesk has the capability of being an extremely useful tool to allow engineers to manager their time and minor project management tasks. I have created a request type of 'Project Task'. I then add 'tasks' to this request. By doing this I can better manage my time, and handle minor project tasks. The thing that is lacking is the ability to report on the tasks that have been created within requests. Or at least I can not find a report. If can do this I can manage the progress
Requester Auto Creation creating duplicate users
We must have user auto creation turned on to meet a business need. However, we are seeing many instances where an existing user is mailing requests to helpdesk and SD8 ( 8.0.0 Build 8005) is creating a duplicate user. This causes problems in our site based user groups and technicians whose role it is to respond to a given site's tickets as the auto created accounts have a null site. I would like to understand why this may be happening. Please explain the matching algorithm that (at least sometimes)
Upgrade path from v7.0.0 Build 7015 to v8
Can someone please tell me the recommended upgrade path from ServiceDesk Plus v7.0.0 Build 7015 to v8? Thank you in advance
Change Aproval issue.
My problem is that when a techinican make a change in request and add a CAB member to grant approval from approval authorities, then approval authority recommand or reject the change , will be update in Approval status, but the issue is that next time the approval authority again open that approval email and make the approval reject it will again update the status as rejected , so i think it should be locked when first time approval granted. kindly advice me if the solution exists or it come in next
Create Service Request from Incident
We have intake of requests from email to our helpdesk@ email account that the system turns into Incidents. In many cases these requests are not incidents at all. It would be helpful to be able to 'convert' them to service requests, or given the separation of these two systems, at least create a Service Request from an incident with a linkage created, similar to incidents and change requests. field label matching import of data to the Service Request from the Incident would be a bonus. Though
ServiceDesk Plus
Is ServiceDesk Plus FULLY web-enabled? Meaning there is no need for software of any kind to be installed on desktops? I have spent a lot of time reviewing your good documentation on components and all, and seem to get conflicting answers. Thank you.
List of enhancements / issues that is getting fixed in 8008
Dear Users, Following are the list of enhancements / issues fix we are planning for the upcoming hotfix release. And the tentative time frame for the release is by end of this week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus. New feature in 8008 SDF-30571 : If a technician replies for a request from his notification email(from his mail client), and included the requester email in the to/cc list, then that reply will be considered as response for the request. And if it is
Hotfix 8008 Released !!
Dear Users, Hotfix over 8000 has been released, and you can refer to the below announcement for the enhancements / issues fix done in the hotfix 8008 release. https://forums.manageengine.com/#Topic/49000004804107 Regards, Srikrishnan ServiceDesk Plus.
problem with decoding name of email attachments (cyrillic)
We send email with attachments to SD in russian language. And in SD it's look like this: Çàÿâêà íà ïåðåêëþ÷åíèå.doc (Character set CP1252) but must be: Заявка на переключение.doc (Character set CP1251) SDP Version : 7.5.0 Build 7508
Re-assigning old service requests
Hi. Hoping that you can please assist. We have a problem with having duplicate requesters on the Service Desk. We would like to edit the database to have all service requests logged by the old requester re-assigned to the new requester. Unfortunately it would be too time consuming to have this done via the Interface. Please could you let us know how to go about doing this via the backend. thank you
Problem in Upgrading SD version
Hi Currently i am using version 7503 and i follow the upgrade procedure to upgrade SD service pack to achive 8007 and successfully i upgrading to the version. Following issues i am facing : 1) Reply to requestor not shown in conversation and thus the icon is invisible not green and email are not sending to requestor. i have checked all my settings, email server, antiviurs all working fine also check by disabling it. but the problem is same. 2) after upgradtion i take a full backup then if i restore
Service Request Template - based SLA's seem to have disappeared recently.
We have a test instance of the software on an earlier release (this year though) that allows you to paint an SLA field onto a service request template and set a default sla. Our production site (patched more recently) does not have this ability, even though it still has the configuration interface for SLA's under the manage drop down on the Service Request admin page. I've searched here and generally review service pack release notes, and I am not sure what happened to the ability to set SLA on
Date Formats for Reports
I'm writing some custom reports and I just need to understand the date fields so that I can manipulate them. When I look at a date such as WorkOrder > CREATEDTIME the field shows as a number field with numbers like 1,278,473,558,292. I'm not sure how that relates to a date and how to then convert that into an actual date. Can anyone advise? I'm using Crystal Reports.
Lock requests
Hello! There was a problem the following lines: I'm going to bookmark Inventory - run a scan: Detected workstations and during the search on the database server starts a process to block another, then the next and previous blocks, ad infinitum until it falls SD. Software Version: 8.0.0.8007 Here is an example of a process that is blocking: ----- DBCC INPUTBUFFER ---------------------- SELECT Task_Input.INSTANCE_ID,Task_Input.SCHEDULE_ID,Task_Input.WORKFLOW_TEMPLATE_ID,Task_Input.SCHEDULE_TIME,Task_Input.EXECUTION_START_TIME,Task_Input.EXECUTION_FINISH_TIME,Task_Input.WORKENGINE_ID,Task_Input.ADMIN_STATUS,Task_Input.OPERATIONAL_STATUS,Task_Input.SERVER_ID,Task_Input.CRID
Can SDSiteAdmin see the request of the other sites to which he is not associate?
Can SDSiteAdmin see the request of the other sites to which he is not associate (he has just SDSiteAdmin Role)? For example,when he is just responsible of Site A, can he see the requests of other sites?
Under Problem cannot assign to specific group or technicien
i this is only happening for one of my problems. when i create a task and attempt to associate to a group or technicien there is no options showing up from the drop down. so far only 1 problem has this issue and the other problems work properly. (eg. i can assign tasks to groups, technicians using the drop downs.
customize Service Catalog task mail
can the task mail for service catalog workflow be customized in such way like the other notification mails. or not
Cloning Service Request in SDP
We have to make system config changes to 50 locations, with each location having it's own Change so we know when it is occuring (i.e. appears in the Change Calendar). Is it possible to create the first change, put all the documentation into that change and then for the other 49 locations clone/copy the first change request and just modify the location and date. This would be a lot easier than having to type the same info into 50 change requests. Thanks, Simon
Scheduler doesnt show all tasks for a specific site or Group
hi there, using the scheduler I cant get it to show me just the tasks and changes for a specific site or group. It only allows me to show on a per technician basis. this is annoying for example if you have a bunch of tasks that are not associated to a specific person. Maybe I have made a mis-configuration somewhere?
Address Lookup in Reply or Forward
For all types of replies and forwards (incident, service request, tasks, changes, etc), when adding names to the To and CC fields, I notice the address name look up works if you start typing the person's email address (i.e. typing "jsm" will perform a look up and return possible names, jsmith@email.com and jsmithers@email.com, etc). Is it possible to add the option of typing a portion of the friendly name, like first or last name, and have it auto populate the actual email address when the reply
Separate organization units running on single ServiceDesk instance
Hi, Is it possible to create high level of separation for two groups that have different workflows, assets, SLAs etc. One group is standard IT that work with regular users and backoffice tasks/problems/requests. They have set of servers and workstations. Second group is production group which manages production service/servers. The goal is to set the application in a way that each group will continue to "feel" and work on their environments and work will not become "cluttered" by requests, problems,
Helpful assistance
I would like to praise the service I received from a nice girl in 'Tech support' Reana. On 7/2/11 at approx. 11:00am. She was very efficient & helpful. Yours sincerely Glen Hollis.
AssetExplorerClient
Would like to have option for the AssetExplorer client to immeditely report and update the currently bound IP address to SDP's inventory. Problem to solve: When a laptop not connected to our internal network comes up it gets a private IP address of whatever network it is on. As soon as the laptop makes a VPN connection it binds to and receives an internal IP address. The problem is that the AssetExplorer Client reports to SDP's inventory the external IP address which is meaningless to our IT department
SD 8007 - Group not set
Hi, Since we upgraded to SD 8007, emails are not getting sent when requests come into our group. We see that the issue is that when a reqest comes in, its group is no longer set to our predefined group name for our incident templates, it is not set at all hence no mail comes in. We have the group field mandatory and visible to technicians but not to requesters. It is forced to be a particular group but when a requester then creates a ticket, this group is found to be not set. This happened right
changes to remote agent settings?
I thought I saw somewhere in the install documentation that we could change the remote control settings to not prompt a user to allow us to connect when using the remote control function? We need the non prompt setting for some of hardware that does not have keyboard or mice attached... is this possible to do? And how can we do it? Also, does the servicedesk log any of the remote session info anywhere? We need this function for compliance purposes.. Any help would be greatly appreciated!!
Scanning network devices - printers
I'm running SDP Professional 7.6 Build 7604 and I'm trying to get SDP to scan my printers. I've verified they all have SNMP enabled. They're mostly Xerox, with some HP and Canon printers. SDP seems to be scanning them but only pulls the DNS name, it doesn't pull the type or serial # of the printer. Is this something SDP can't do? I'm trying to add all my network equipment into the Asset module of SDP to help with inventory. I'm starting with printers and then moving to routers and switches,
Searching all requests by Requester
Is it possible to be able to quickly search for all requests by a requester without having to create a new custom filter or report?
Firefox 4.0 and Forwarding Requests
I've found that while using Firefox 4.0 Beta and forwarding requests, the description of the request are not included and is left blank. This is apparently caused by Firefox's built in pop-up blocker. If you disable the pop-up blocker on your ServiceDesk site, the description is shown while forwarding a request Just wanted to let everyone know as this has been frustrating me for a couple of weeks now.
Preventative Maintenance stuck in a loop
I have this problem that after I create a scheduled preventative maintenance task the page starts looping on itself over and over again. After hitting refresh-stop a bunch of times it will eventually display, and if I delete the task it doesn't loop. There are lots of bugs in 8.0. If I were in charge there I would put a freeze on any new features until all the outstanding bug reports are resolved. Maybe have a week of QA where both developers and testers try out every feature of the application
Problems in SDP
Hi, 1.For my network templates i have added a new field, named as "IP address" in incident template and Service Catalog services as a numeric. Whenever a requester adds the IP address suppose, say "10.100.13.89" then it doesn't takes the value entered. It shows an error as "Please provide the numeric value for field". Attached is the screenshot of the template i want to add, named as "numeric.jpg". 2. Whenever a note has been added by technician, it asks in a pop-up "Show this notes to requester
Problems / requests - Tasks report
Hi, I'd like to make a report with all the open tasks, with the problem id or the request id linked to them. The columns I need are : category, sub category, item, technician assigned to the request / problem, technicians assigned to the tasks, taks status (open or on hold), and task title. Thanks Fabrice
Reports on archieved requests
Hi, I would like to know if in further verions of SDP it will be possible to create reports that would include datas of archieved requests. Actually with the current version I archieved all request closed for more than 2 years, but I can't retrieve statistics to compare, for example, numbers of requests year by year, or other informations more than 2 years old. Or perhaps I do wrong and it's possible... Thank you for your replies !
What to use for 'None' when running a report against a Multi-line or Single-line additional field
I'm trying to run some reports that will show me all of the tickets that exist where a custom Request - Additional field is not empty so that I can determine how often the field is used. Let's say we have a custom single-line field called "Phone". I have tried running a report that filters the Phone field by: Phone Is Not 'None' (I've also tried without the single quotes.) When this report is run, it still shows me tickets where Phone is "Not Assigned". I've encountered this issue with both single-line
on calander, choose group drop down shows no groups even though groups are configured
when i try to limit the calendar view by group, there are no options from the drop down even though i have configured groups on the system. thank you
Information-bubbles for Requester in Request Templates
I would love to see a feature, that let's you add a kind of "Info Bubble" (Help text) for any field in every Request Template. This would help to improve the quality of information provided in the webform by Requesters. Something similiar to this:
Attachments not included
When forwarding a conversation, if there are any attachments, these are not included. This means I have to save the attachment before I am able to attach it to the new message. Could this issue please be resolved? 8.0.0 Build 8007 Kind Regards,
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