Change Management Enhancements
Within Change, when adding CAB members either have a button to select all or as a default have all the CAB members selected. Thanks! LG
Servicesk Plus Crash !
Dear all , i'm using ServiceDesk Plus Version : 7.5.0 Build 7509 on window 2003 , sometime have crash ( every week , on Saturday or Sunday ) , in log on window , i have some information on Application Log ..\mysql\bin\mysqld-nt: Forcing close of thread 184 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 174 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 184 user: 'root' on 1:01 AM and 1:36AM ServiceDesk is down How to fix it ?
is it possible to assign more than one technician to a request?
Some time we need to assign more than one technician to respond and solve a request.
work log and tasks
Hello, we are required to record work flow activity weekly. I know the tickets have the option for imputing time spent on incident. Not all activity is responding to tickets. Some are task based activities. Can we use the task feature to also account for time spent? It is my responsibilty to generate techician activity reports for management. Thanks
Reports
Hello, I need some assistance creating reports. I would like to create reports based on time spent on tickets and closed dates. Specifically, I want to be able to know how long a technician spent of requests by specific dates. For example, a how many hours did tech A spend on requests from say March 15 through April 9th. Thanks
How to know the number of IT Asset
How to know the number of IT Asset whom we can again register(record) in ServiceDesk with regard to our license.
API Parameter
hi Is it possible to add new custom fields in a site ? If yes, is it possible to add new parameters in the API "AddSite" to learn these new fields ? Thank's
Upcoming Features?
We are currently evaluating service desk plus and would like to know if any of the following are planned for future releases: We would like to link tasks together into a project list, with the ability to assign each task to a different technician. Tasks may be done independently, or be dependent on a previous task in the project. We would like to be able to calculate the time estimate (hours and calendar) for each task and total it for the project, and see totals for each technician. The project
Notifications are not working
Hello, We have problems with notifications, or we just can't get it right! We checked all notifications but when a requester is replying to a ticket the technician is not getting any reply, instead the requester gets notified that he made a reply which is stupid. I (the requester) made the reply, why should I (the requester) get a notification that i made a reply ?! Why aren't there custom notifications, per site. Because, lets say for an instance that we have two or more sites, how can we handle
SD+ and external reporting/BI tools
Hello, I'm working on some dashboards to create real time reports directly from the SD+ database. I'm using Tableau for this, but anyone with experience from other tools or knowledge of the database layout should be able to help me. One of the first things I run into is that I have WORKORDERID entries which are not returned when I use the internal SD+ reporting tool, but that are included when I query the db directly. It appears that all these entries are replies or forwards on messages that already
Deleted ServiceDesk Plus program files
Hi, By mistake I have deleted some of the ServiceDesk program files, ServiceDesk still seems to be working except I cannot write any notes on calls, when I click on Add Notes I see this at the bottom of the webpage 'Javascript: Void(0)' whereas the others actual link to something. I am just worried if I restart the server it won't start back up again because of the missing system files. I do have backups of our data and I just wanted to know if there is a way I can repair the installation instead
Can I update status of ticket through email?
I am looking for option to change Ticket status through email. Is it possible
Service desk plus 7.6.0 crashing only in "inventory"?
well, i have manage engine service desk plus 7.6.0 installed in an old server but it was fine until yesterday i couldn't browse correctly the application and i had to restart the service just to move from one section to another.After few hours it crashed completely with the message from apache tomcat: No ManagedConnection available within configured blocking timeout. i rebooted the server it went well but i have always the same probleme with only one page what is "inventory"(if i click on it it
SNMP Manager Porting
Hi there, I am looking for a SNMP manager, which will run on an Embedded Device. I could see documents related to porting Agents to different platforms. Is the same possible with the Manager also, Pls provide some related links if possible. Any alternate suggestions will also be helpful. Regards, Nakul
requester allowed to view department requests reverting back to only able to see their own
Several requesters are configured to: Requester allowed to view Show only their own requests. Show all their Department requests. Show all their Site requests. However these are reverting back to show only their own requests on a regular basis. What could be causing this?
Help with this Report Query
I am trying to generate a custom query report that groups Requests by Template ID and Status. I am new to MySQL, so any help is appreciated. Below is my attempt. SELECT rtl.templatename "Template Name",std.STATUSNAME "Request Status",wo.WORKORDERID "Request ID",mdd.MODENAME "Request Mode",dpt.DEPTNAME "Department",ti.FIRST_NAME "Technician",sinfo.WORKSTATIONNAME "Workstation",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",wo.TITLE "Subject" FROM requesttemplate_list rtl
White Screeen when opening brower/Domain controller...
I have an issue with Servicedesk 7514, I know what the problem is I just need to know how to fix it.... Basically the domain controller that our ServiceDesk install uses to auth into AD is no longer a DC as it was having a lot of problems so I removed it, that has caused other problems with other services which have all been fixed, except for SD. So my question is, where in the SD install/dbase is the declaration for the domain controller so I can change it in the backend and get it running again....
The co-workers want a filter which shows only requests ' Resolved '
The co-workers want a filter which shows only requests ' Resolved '. How to make, because the existent filter shows the requests which are ' Resolved ' and ' Closed '.
Asset Report
I would like a Custom Asset Report including the Asset Name, User, and Resource Type. Would this be possible?
ServiceDesk Plus web server hosted
Hi there, I understand that ServiceDesk Plus can be uploaded via ftp to one's own website. Therefore, would you please clarfify if the whole folder ServiceDesk needs to be uploaded ? It is rather large and would take about 230mgs... Many thanks for your help Trevor
Date format
I've got page by page for every configuration that is available and no where can I find one of the most rudimentary selections.... How to display the date. For example, in the requests display page, the dates are displayed as Day-Month-Year Time While that's fine for my European brothers, I just looks wrong to me and I'm sorry but I want it to be displayed the standard American way of Month-Day-Year Time Am I missing something here or is it hard coded to display it one way and one way only?
Problem of service-back sequence
Dears, We are still using 7020 and the latest is 7604 and what push me back that I need to apply about 4 sequence of update before getting to the latest. We are used by many company that we can apply the latest batch which will have all the update for that major version. If the operation of the batches is very safe, then it would be somehow acceptable, but from my previous experience not always. I hope there will be a solution for this. Thank you and best regards. SDP Admin Abdulrazak.alsharafy@yemenlng.com
Preventive Maintenance Task - Monthly schedule by weekday
Hi, We would like to schedule Preventive Maintenance Tasks to occur e.g. 1st Monday of every month. Currently (7604), it seems that monthly schedule only contains schedules according to date (e.g. 1st of January) but not a weekday (e.g. Monday). We would find this kind of feature wery useful as it is used a lot in other places to schedule tasks. Is there a way to do this with SD+ or do you have plans to add this feature in the near future? /lakend
Reports - Reopened Requests
Searching for ways to report on quality achieved by our Service Desk staff, I am struggling to obtain the following type of information: Re-Opened Requests Re-Opened Requests by Group Re-Opened Requests by Agent Re-Opened Requests by Requester I'd like to be able to pull up information summarizing the requests between any period (Day, Week, Month, Year, All) and Drill down to see why any request was re-opened. It would be useful to be able to get this information in order to root cause the
Failure to register a user in Customer Portal
hi all I have configured email setting up in admin, and I register a user in Customer Portal, I got FAILURE : Mail Server Settings are not yet Configured. Please Contact Administrator I tried to submit a ticket in Customer Portal, it is OK, I can get in administrator area, so I think that my email setting is correct. Could you help me to fix my error? Thanks in advance.
Request Template - Date/Time auto fill in
Hi, is it possible in v7.6.0 Build 760 to change a date field of the default request template, so that date and time is automatically filled in to the current time. thx, Guan
Anyone know how to hide or remove the quick create section on the landing page?
We really want to hide or remove this on the site for all users: Quick Create - New Request Requester Name * : Request Title * : Description : Add more Details >>
Problem with backup scheduler
Vannakam Machi, My backup scheduler don't work. Every day thebackup is doing manualy. I have a ticket with the team of SDP, number: 6316315 and 6316345 Title:[Request ID :##6316315##] : Problem for create a new technicians Title:[Request ID :##6316345##] : Problem with backup scheduling (customer: CVC) Can you help me, please? Nandri Pappom. Anderson Carvalho.
Helpdesk color coded tickets
I work with a company that uses your software and it is very helpful. One thing that we have a problem with though are all the tickets we get. This can make it easy to overlook some of the high priority tickets while sifting through them. One thing that I would like to see is where you have your tickets listed, and the background of the ticket alternates from the blue and white "ish" backgrounds. Instead I would like to see the backgrounds of the individual subjects color coded (I.E red background
Unable to search in in merged requests
This has come up as an issue a few times, so I wanted to bring it up. It appears that when you merge a request into another, and then try to search for facts that are in the original request, you can't find the info. I'm guessing this is because the merged request becomes part of the history of the request you are merging it into and is not exposed to the search function the same way? It's especially annoying when you know the original service request ID, but then want to find the request. Searching
Modifying HTML for Request Template
I would like to add an additional option to the dropdowns for "Mode" i.e. Walkup, can you point me to the necessary file and its location, thanks.
Change implementation not recording costs
When I put in workload on a change against my own name as a technician there are no costs being brought through as a base so the work ends up as 0.0 If I pick another technician the costs are populated. I have checked that my account has an hourly rate against it. Started at some point after upgrade to 760x versions. Regards, Andy
Procedure to migrate from MySQL to MSSQL
Here is the procedure to migrate your SD+ database from MySQL to MSSQL. a) Stop ManageEngine ServiceDesk Plus service b) Migrate to 6.0. Follow the instructions @ http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000003329137 to help you migrate to 6.0 c) Take a backup of the existing data and configuration under MySQL database using [ServiceDesk-Home]\bin\backupdata.bat d) Invoke ChangeDBServer.bat under [ServiceDesk-Home]\bin folder e) Follow the onscreen instructions
Integrate SD+ with Enterprise Calendaring/Scheduling System
I would find it very useful, if SD+ could integrate with an enterprise level calendaring/scheduling system such as MS Exchange, Zimbra or Open-Xchange to facilitate among other: - Technician scheduling/availability - Maintenance Scheduling For example, when assigning a ticket to a technician, SD+ would check the tech's calendar and if not available would issue a warning. Then the manager can assign the ticket to someone else or still assign it to the absent tech. We can load specific calendars in
Propose solution as-you-type
Hi there, I have a feature request that would push the value of the existing solution database to a new level: propose solution as-you-type. Means, when a user is adding a new request, while he/she is typing, SD+ searches the solution database for matching keywords from subject & body. Then it will propose the results to the user, so he probably does not even need to open the ticket! Cheers Oliver
Long load times on first page
Everytime a user opens the SD+ first page (http://server_name:8080/) it takes up to 10 minutes to load, and even I enabled the Active Directory and pass-through Authentications, the login page is displayed. I'm just guessing, but I think this is because our enterprise is connected to other subsidiaries in the world (USA, France, Germany, etc) and I suppose SD+ is trying to find current user's domain. If so, how can I avoid it? Since I just want to work with my domain, I alreay set my domain in the
Question about Remote Workstation
Hello - I am in the process of upgrading our copy of ServiceDesk Plus from 7014 and am currently at the 7500 level. After doing this install I noticed that there is a button for 'Remote Control' but when I click on this I receive a popup stating that 'Windows has blocked this software because it cannot verify the publisher.' Is there something that I need to do here to get this working? My thanks for everyone's earlier assistance. Dennis Rhine
Using and setting up the mobile client
I tested inputting the address: http://myserver:8080/mc on a handheld device and I get the error: "Cannot Open Page" Safari cannot open the page because of the server cannot be found Now, we've done nothing on our end to make this address accessible from outside our network, however I was told by support that we didn't need to do anything. So I'm confused, what do we need to do on our end to get the mobile client to work?
search with logical operators like AND or OR
Hello We are using SD+ 7.6.0 Build 7605 Is it possible (and how) to do some search in the requests db or the asset db with the logical operators like AND, OR, &, | , ...? Thanks a lot for any feedback Best regards, Marc
AM / PM instead of 24-hour clock in Service Desk
I don't find where I can adjust the clock setting from a 24-hour clock to an AM / PM clock. Is this feature available? If so, where. If not, is it planned for a future build? I am currently running 7.6.0 build 7605 Thanks
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