Date Time Format in 7.6
Hi All, The date format has reverted back to Long Format in our reports since upgrading to 7.6. I have gone through the manual looking for where the setting is, with no joy. There was a reference to the custom settings on the reports page. This didn't help. If anyone can point me in the right direction. I'm trying to go from long formation to DD/MM/YYYY Cheers John
How to add a shared link ??
I need to know if i can add a shared link on a customized template ??
standard variables in SMS notification
Why can't I add Created Date when configuring the SMS alert template? This is a standard variable, correct? We want to know if there is an issue that becomes high priority after creation, but we'd also like to see the created date to quickly ascertain if this issue is first being reported or was reported previously.
Searching Description and/or Notes
Hi, I feel as though I am missing something obvious and hopefully I am. How do I search for something based on a request description and/or content of a note. I do not wish to create a filter or custom report, just a one-off search. Thanks for the help.
Ability to assign to a Group from the Requests Tab
On the Requests tab where the list of requests is shown the option is present to assign a request or group of them to an individual technician. Can this functionality be enhanced to allow the allocation to a GROUP , GROUP & TECHNICIAN or TECHNICIAN as it can be on the main Request page. This allows the team to move requests en-mass to another team if they need to and saves opening each one just to move it. Any chance it can be done by tomorrow as well please :-) Andy
Known Issues document available on line..
Dear Users, For the convenience of the users, we have published the outstanding known issues in the product as a document in the link below. This link will be updated fortnight or on a weekly basis. http://www.manageengine.com/products/service-desk/known-issues.html These known issues document is segregated based on the modules. Each issue identified with an unique issue id is also marked in a separate column and some of the issues is updated with a tentative time frame of getting fixed in the hotfix.
ServiceDesk Plus 7603 Released
Please find the enhancements and issues fixed in 7603: Enhancements in 7603 (Released on: 29 January, 2010) SDF-21860: Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even through their personalized language is different. NOTE : Default / Custom Reports and Custom filters which uses the status names as
After enabling "auto close request after ... days" the request does not close.
Good day, I've enabled autoclose feature but it doesnt seems to work after updating to 7603 (before that everything was ok). I dont understand how can I troubleshot this. Any suggestions?
Software licenses
When I use orders to buy software, I write software name the way it was written by reseller. After buying a license, I can install software on workstations. But after installing software and scanning a workstation, I can see that software name differs from supplied by reseller. And system shows me that I have license violation. How can I link software-asset license and installed-software license?
Workorderstates.ISoverdue and ISEscalated
Can you advise the correct usage of these flags in reports please. Does ISOVERDUE indicate that the request has breached 1st Response only, or breached 1st Response OR completion date target. What does ISEscalated indicate? I assume the reliable way to confirm that the request has breached SLA completion is just to compare completedtime against DueByTime. Regards, Andy
7603 - Reporting - Loss of Logo
Just upgraded to 7603 from 7602 and looks like the process has turned off the logo at the top of the reports and changed the name displayed top right. Is this fixable without another patch?
When opening a ticket then the wrong ticket opens (always same wrong one)
When opening a ticket that's new, when you click on the link in the list view then it always opens ticket 116 (which is closed). If the ticket was assigned, then it opens normally. Removing part of the URL that opens seems to help (stripping the query string all the way back to the ticket number). This is an issue occurring on Firefox and Chrome, but does not seem to affect IE.
Managing resources (in this case printers)
There's a lot of information I'd like at quick disposal for resources, specifically printer IP, printer general information i.e. the vendors service tag # for the printer, their phone number, typical user setup scenarios i.e. scanning paths, credentials etc. Since ServiceDesk Plus doesn't have any "Free form text areas" I was going to attach .txt documents to the asset with key information; however, from time to time these .txt files will need updating and ServiceDesk Plus is only opening the .txt
Assigned to Technician notification not going to everyone
We recently upgraded to 7.6.0 Build 7602, and several technicians are reporting that they are not receiving a notification when a ticket is assigned to them. As I am receiving notifications, and have verified that this option is selected in the Notification Rules, I'm unsure what to do to correct this issue.
AD authentication
Hi, I want to enable Active directory authentication, Service Desk 7.6.0 build 7603 installed on Windows 2008 R2 whereas Domain controller is Windows 2003. I have imported all requester from Active Directory, but when i try to enable AD authentication it give an error "FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the Public Domains" can any one help on this thanks.
Select contact in request
Hi, is possible for the user account see and select their contacts when make new request. Thanks Regads
Unable to start Service through services
Hi, when i am trying to start servicedesk service through services.msc.i m receiving "unable to start service" errror,now i am running through command prompt(run.bat).please find the wrraperlog details. min java heap size=512 max java heap size=2048 system config: 4 gb ram Regards, Uthanda
sdp enhancements before 8.0
Dear support team, is 7.6 the last version before 8.0 ? no 7.7 or 7.8 ? so what else enhancements will be added (or planned) in other 7.6 hotfixes till 8.0? would you please list some of them here ?
Manage Engine ServerDesk Plus (Email Fetching Error)
Hi we have installed Manage Engine ServerDesk Plus 7.6.0 we are getting the following error while E-mail fetching.can you please Help. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Thanks in Advance
Migration from SCP to SDP
Hello! We are using Support Center Plus (build 7510) now, and would like to migrate to Service Desk plus application. Please, advise how to achieve this? Firstly, we would like to migrate our existing tickets to Service Desk Plus. Is it possible? thanks, Alex
Need to be SDAdmin to create Custom View or View Reports
Hi, We have found that you need to have the role of SDAdmin in order to create Custom Views or view Reports. If you do not have the SDAdmin role an error will be thrown when saving the Custom View and when viewing a report. Steps (without the SDAdmin role): - Create custom view button - enter filter details - save - error Or - Reports tab - select report - error I know this is not environment specific as we have tried IE7, IE8, Safari, and Firefox on Windows and Mac machines.
Variables in Survey Text
What variables are available to use in the body of the e-mail that is sent to recipients of a survey request. The default template only has $REQUESTERNAME $SURVEYLINK Ideally we'd like the $TITLE in there so they remember what the survey will be about, and possibly the Start date. Regards, Andy
Asset/Purchase Order Question
I have entered a Purchase Order for a new laptop. The laptop has come in and it is now showing up under the assets. How can I associate the Purchase Order with the Asset and carry over all of the costs? I went to "Actions" and "Attach Asset" but it did not carry over any of the costs.
servicdesk email links
the email link in the helpdesk request does not go directly to the helpdesk case. takes you to the homepage instead of the case - this has been happending since we upgrded to 7602 the link in the display of the email looks accurate but when you look at the source code of the email it shows something else. correct link - http://rmphelpdesk/WorkOrder.do?woMode=viewWO&woID=16113 source link - http://RMPHelpdesk/WorkOrder.do?woMode=viewWO&woID=16113 - this one takes you to the homepage..
Report request please! - Requests not updated for 8 hours
My SQL query skills are not great and therefore I'm wondering if someone can help with the report below. I need to create a ServiceDesk report to report on all open requets that are allocated to a group and technician, but have had no updates for the past 8 hours. The report results need to be grouped by 'group'. Any help would be much appreciated. Thanks,
Technician not appearing as requester
Hi there - Ever since we upgraded to build 7018, none of the technicians appear as a requestor in the list... This is handy, as for example i raise calls in my name for my team for jobs I want them to do for me. Also another minor issue in that before we used to start to type a requesters name in and servicedesk would bring down the drop down box for us to click on the name, which would then populate the fields. This no longer populates the fields, we have to click in the directory and search that
Ability to assign GUI language based on location/user groups
I would like to see a feature for assigning SDP GUI language based on site location and individual user groups from the admin console. Thanks.
Purchase Order Assign Scaned Assets
I have a questions regarding the PO module. When you fill out a PO, approve it you can receive the assets. This creates an asset called "Computer - PO #1" for example. But, then you put the new asset onto the network, and it gets scanned, now there are two entries in the asset list, one from the PO, and one from when it scanned the actual asset. My Question, how to I get these to be the same asset. I would like to have the PO attached to the asset but I need the details. I am sure I am just doing
Sort multiple columns at once
Hi, I didn't see this feature in the forms and haven't seen the ability to do it in the app. It would be nice if you could sort multiple columns at once. As an example, sort by priority and then by requester.
Creating request - technician prompted to add requester after picking from list!
Seeing some strange behaviour when creating requests relating to the requestor. The technician creates the request and selects the requestor from the list, which is imported from 2 AD domains. On selecting the dept , telephone are copied into the request as expected. When they SAVE the request they are advised that the requestor doesn't exist and do they want to add it. That is wrong. Any idea why this can occur? Windows 2003 platform with SQL 2008 backend. IE6 as browser on XP SP2 It has been working
Additional fields to sites
Would it be possible to have additional fields on sites form? Such there is on reguested - additional fields, technican - additional fields. We would need additional such as cost center information, and other information that is releated our need for each site. Other is Internal location code, company hierrachy code etc. If it possible when it would be possible to be avaible on software? Regards Tommi
SQL vs Windows authentication
Just wanted to know if Service Desk has any plans to allow Windows Only SQL authentication? My organization last year went Windows only and this is a major issue seeing how Service Desk has to use SQL authentication.
Self service portal
How do i get that option to work,where is the software for that option.
Installation process of Qengine
Hello, I am new to this tool and i wanted to ask u the guide for installation for trail version and also the customer support provided for the trail version. Regards, Aravinda
heyyyyy
I am 3year computer science student in Ethiopia @ harmay university, now I am ready to develop helpdesk software, I hope u will advice me , here is my quotation!!! 1. To develop helpdesk software what type language is preferable (esp in we based ) With Regrds, Biruk W/A
Make the REASON on a request more visible
When ever a change is actioned on a Request a Reason is asked for. This is entered into the History tab. What I'd like to see is this reason pulled out into a more visible place, either another tab or a button that appears like the NOTES button does. It should have a number on it to indicate the numbers of reasons against a request. The test would remain in the History, but also be shown on it's own on the Button/Tab. That way the service desk team can quickly see the reasons entered against a request
Modifying and Then Moving Templates
I have a QA servicedesk server setup so that we can have a helpdesk staff member work on creating custom templates and request forms. We set up a seperate server as we cant afford any kind of interruption to service. My question is, once we get a handful of templates configured the way we want, how do we get them moved from the dev/qa server into the production server? Thanks
Hiding the "More Assets" box for requesters
Dears, We would like to hide the assets from site to site, i.e. a user of a site does not see the assets of other sites but only the assets owned by the user or owned by the department of the user or owned by the site. When the assets are assigned to departments or users, then still the user can select assets using the "More Assets" box and selecting "Assets by type -> All assets". My question: is there any way to prevent this? Thanks in advance Erik
Compulsory field
Could you let me know where or how do I make "description" a compulsory field for when the end users are logging a call via a web page. MY SDP Version : 7.5.0 Build 7506
How to genrate trouble tiket id?
Hi, I want to generate automatically Trouble ticket number during Request creation process.Please explain the process if any as currently it just create request id in series starting from 0 .
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