Clearing out Incidents from Database
Hi Guys We are just about to move our service desk plus environment from final testing into production. Is it possible to clean out all the test incidents from the database without deleting any configuration information of the application ie Email configs, rules groups etc etc. Cheers Dan
Disable group notification if a technician is assigned to the ticket?
Please add the feature to disable group notification if a technician is assigned to the ticket.
Technician Leave and SLA Violation
Hi, We have had a few cases where technicians have placed themselves on leave within the Scheduler system but requests will still violate their SLA against this technician. After some digging into the system it appears that the leave system actually does nothing if you are not using the auto-assignment system. Is there any way to have an option that SLA's will not be violated if a technician is on leave. Regards, Blake
Disable automatic e-mail -> ticket convert
Hi all! Accordingly FAQ http://www.manageengine.com/products/service-desk/faq.html#RequestCreation3 all e-mail without tracking number converts to ticket. How disable this feature ? But SDP must continue fetch e-mail... Thanks in advance.
Project Management
Hi, I would like to know How can I integrate our projects and consultaion service into Service Desk Plus?We have to manage Help Desk (Service Request and process),Asset Management,Projects and Consultation under one software. Regards, Nelgin
Merging requesters and linking requests
I wonder if someone can help me. It would seem on our system our domain(AD) has been added twice, once with the full domain name and once with the netbios/shorterned domain name e.g. a typical requester will appear linked to uk.domain.name as well as just uk. We want to merge these two so we only have the single requester but we also want the requests that may of been logged under the one we're getting rid of to be linked to their name sake under the other. Is this possible - as we do not want duplicates
Archive old users?
Is there a way to archive users that are no longer needed? We have some users that have left the company, so I'd like to clean up the Requester List. I don't want to delete them because I'd like to keep their name on old requests, but I was wondering if there was a way to "hide" them or archive them from the Requester List. Thanks!
ServiceDesk Remote Control?
Hello, Could I get a explanation on how the Remote Control works in ServiceDesk Plus? I have sucessfully connected to a user's workstation, however it was disconnected after couple of seconds. My second attempt has never worked. I'm always stuck on "Installing Agent Controller...." followed by an error message of "FAILURE:User failed to authenticate your connect". Are there any specific settings must be enabled on user's workstation? We are on server 2003 DC. Thanks, TT
Service Desk Free version and Opmanager
Hi I recently loaded ServiceDesk and was trying to build up an IT Asset Register on my predominantly Windows network. It picks the printers, desktops and servers but doesnt pick anything except the IP address of my Centos 5 server. Isnt it meant to be heterogeneous or is there a separate plugin for Linux? Regards Isaac
Roles problem
I set two roles. 1: Assets: View and Technician allowed to view All 2: Assets: View, Add, Edit All in associated sites I added both roles one Technician. But he sees only his own side of assets.
Downgraded version
hi there.. i just upgrade my service desk to newest version.. but got a lot of problems.. can i downgraded back to previous version . Please Help
Merged requests visibility problem [SDP 7.6]
I have a problem with locating merged requests. In SDP 7.5 link from original confirmation message was redirected to request that was merged with original. In SDP 7.6 [7608] link redirects to requests page, so users are unable to locate their requests. Is this by error, or by design? How to locate these merged requests?
Need a query
Could anyone help me querying a specified software I'm trying to get a report who shows all workstation which has "J2SE Runtime Environment 5.0 Update 22" Within sites
Request on mysql database
Hello, I want to change site field of my request in function of an additionnal field. When I use the web interface I'm not satisfied because when I modify site field, technician group field is erased and become undefined. If I use mysql request in order to modify site fiel in function of my additional field ,this side effect will always be present ? Regards Bastien
Replying to specific Conversations
Sometimes there's a lot of back-and-forth between the Technician and, not only the original Requester, but others as well. It would be nice if our Technicians could reply to specific Convesations. Right now the Reply Button only includes the text from the original ticket. Also, in the Reply Template there's no option to include the on-going converstion as a Content Variable. So the email that the Requester (or anyone else) receives only has the original text and the reply from the Technician. Build
Different Hours for Saturday
Hi, We have different operational hours to the rest of the week on Saturdays - eg. Mon to Fri 8-5, Saturday 9-12. The Operational hours settings only seem to allow one setting for all days. Is it possible to set a different set of hours for Saturdays? Thanks.
Project Managment with SD
Woudl be great if we can see project management integrated within Service Desk. That feature will make SD a complete solution for any type of enterprise. That is typically the process for any type of software development... Ticket -> Problem -> Change -> Project with hard time lines and WBS. Thanks,
abillity to buy modules
it would be nice if there was the abillity to buy servicedesk plus modules. for instance - change management module.
Order Fields
All the time when I have to select from a list of fields, in reporting for example, they are in some arbitrary order like how they appear on the form. Can we please have an option to order fields alphabetically? It would make finding the right field so much easier and save me so much time.
Problem adding over 25 workstations/servers in asset management in service desk plus
I HAVE SERVICEDESK PLUS with 350 SERVER/WORKSTATION LICENSE WHEN I TRY TO ADD MORE THAN 25 WORKSTATIONS IT DROPS THE LAST WORKSTATION AND WONT LET ME ADD MOVE THAN 25
Asset Field
Dear all, I have several asset with different field. I noticed that in SDP all assets shared the same field. Is it possible to assign different field of asset to different type assets. Example. Type Asset 1. - Name - Location - Serial Number Type Asset 2. - Name - Owner - Color Thanks, Boedy
Documentation of Access Permissions for default roles?
Is there any documentation available for the Access Permissions for the default roles? Unlike with roles that you add yourself, it isn't possible to click on the name of the default roles to see what their access permissions are. The default roles I mean are: AERemoteControl SDAdmin SDChangeManager SDCo-ordinator SDGuest SDReport Also it would be nice to know exactly what each Access Permission does in all of the modules in SDP. Thanks!
IT Service purpose?
What is the purpose of the IT Service field that is used in both Problems and Changes? How does this differ from the Category/Sub Category/Item structure? I'd appreciate if someone could give me an example of how they are used differently. I have also noticed that if I have IT Service set as a required field to close either a Problem or a Change record that when the technician attempts to close that Problem or Change record without IT Service field filled they get an error message that says "Service
Unable to edit one of Business Rules
Dear Support, When i want to edit some condition inside one of my business rule, it show error FAILURE :Error while fetching the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,282,270,578,411 The rule that i have set is Level = None then move to one Group. Could you please tell me what was the problem with this rule? Thanks, SOPHAL
User Survey Comments
How do I view the comments that users put in after they complete a survey?
Create a customisable dashboard
It would be great if we could have a customisable dashboard where we could put an array of custom charts that suit our individual reporting needs.
How to delegate a domain user as a technician
Dear all, How can I delegate a domain user as a technician? Thanks. Jonathan.
Feature Request - Add attachment to resolution
Please consider adding the ability to attach files to a resolution. If someone sends me a file that needs to be fixed as an attachment to their request, I should be able to attach the repaired file to the resolution. I know that you can add the resolution as a Solution entry and attach files there, but I would prefer to attach the file to the resolution in case the file is private and shouldn't be accessed by everyone.
Two Problems With 7610/7611
Hi, I have two more problems to report with the latest version of the SD. When I have no browser windows opened, and I open a link to a request eg http://<server>/WorkOrder.do?woMode=viewWO&woID=5195 My browsers are seen to redirect me to here https://<server>/HomePage.do?SkipNV2Filter=true If I open subsequent links I am brought directly to that link without getting directed. Can this please be resolved as it can be tedious having to open the link a second time.. ---- The second issue I notice
multiple assets with different costs
Hello community. I just got stuck while trying to add some products: When I enter the price and other details on the 'vendors'-tab, all information on other products will be overwritten. E.g. let's have a mfp bought at vendor a for 3.000$. Now I add a router bought at vendor b for 250$. After checking the mfp I recognized it also has vendor b and 250$ entered. Same with the scanned assets (PC for example). They all have the latest entered information regardless to which product I entered it. Can
I need a query...
Hi , I need this query : Tikects open in previous moths | Tickets open in actual Month | Tickets open in every day of actual month | For example , that's the table that i needed : Previous Mont | Actual Month | Day 1 | Day 2 | Day 3 | Day 4 | ...... Raised 80 7 4 3 Closed-Resolved 90 9 7 2 Backlog 70
Help with creating reports based on fields
Currently we are using Service Desk to manage request and need to create some requests based on data we've collected in our tickets, something like the below: 1- We have created a location drop down 2- We need reports that: a. Mean Time of time ticket opened – minus time ticket received per month per LOCATION (custom field as per your suggestion) b. Mean Time time ticket closed – time ticket opened per month per level per location (custom c. Mean time time ticket closed
Adding Calculations in a custom report
I have been asked to create a SLA report that calculates the amount of time spent on each request, and how much time over or under the SLA each request was, in addition to the average time spent per request, and the Minimum and Maximum time spent on each request by tech. How can I add calculation to a custom report? I have tried doing this through Crystal Reports but the date/time fileds (i.e.CreatedTIme) display as a large number, not any date/time format I am Familiar with. Anyone have any ideas?
Assets Module - Bar Code Field & In Store w/ Dept Assign
Hi, We'd like a couple of ammendments to the Assets Module if possible: 1. When creating Workstation Reports, you cannot currently select the Bar Code field (You can for Resources). We'd like to produce Asset Acquisition and Disposal reports which will require both Serial Number and Bar Code (our organisations Asset label). 2. Bar Code is not available as a column in the Assets - Workstation List View. This would be handy as we have independent asset labels as physical identifiers. 3. Currently a
Spell Check improvements
HI Everyone, I have two feature requests that might be useful. I've looked and can't find them in the actual service desk application. 1. Spell check as you type. If there's a way to get it to highlight misspelled words similar to how Office Word does. I'm no programmer so I don't know if this is a browser thing more than Service Desk itself. I know Firefox does it using service desk, but the majority of our users still use Internet Explorer. 2. Spell check before the ticket is closed and the resolution
Preventive Maintenance schedule
We would like to see some more advanced calender logic for the Preventive Maintenance schedule. We have some tasks that repeat on say the last Sunday or first Friday of every month or every other month. Since they are based on days of the week and not dates of the month we can't get them added correctly.
Feature enhancement on Holiday Schedule
It would be nice to have more options for Holiday's. Here in the United States we have several holidays that are not on the same date every year. For example Thanksgiving is the 3rd Thursday of November, Labor Day is the 1st Monday of September. Currently we can't add that as a recurring holiday since that date changes every year.
keep getting login page when i change tab servicedeskplus and desktop central
Hi all i sign in to either of these newly installed software packages and i keep getting the sign in page every time i change tab - why is this - i am using IE8 and the software is installed on a 2003 server thanks in advance JH
Sub Groups in Reports
Is there any way to have a report with Sub Groups? For Example, I would like to pull off a report for calls logged against a certain Category. I would then like the same report to group the Category by Sub-Category and then again by Item
FAILURE:Unable to execute report:I/o error writting PNG file
when ever i try to run a new or old report it sgives me an error saying FAILURE :Unable to execute report : I/O error writing PNG file!... please help me out
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