Reports besides technicians?
Hi there, Sometimes there is a need for reporting without having to be a technician. Here is an example. Sometimes a Director of a department needs to have some reports from the SD without having to be an Admin or a technician. Is there any way of making a simple requester to have the ability of creating or viewing reports without being technician or admin? And if not, don't you think that that would be helpful? kind regards george
Desired name in Internet Explorer tab?
Hi there, Is there any way of changing the name in the tab of the Internet Explorer? I think it's called title bar but I 'm not that sure so I have attached a print screen in order to check it out. Have a look, :) regards, George
DropDown Boxes Alphabeticaly
Hi there, We have noticed that dropdown boxes such as urgency and Priority are not sorted the way the technician wants but alphabeticaly. That means that if we have three values for Urgency, let's say: 1. Low 2. Medium 3. High The order that the values will appear on the dropdown list will be: 1.High 2. Low 3.Medium That is confusing if we consider the fact that in every dropdownlist box there is a preffered queue based on choices or needs of the users. Not having the possibility to do so,
Notification on assignment in group?
Hi there ( again :) ) I will state the situation in order for you to have an exact image of the issue. We have made some groups and in those groups we have placed some technicians. For example: IT Group 1. john M 2. Maria K 3. George A We have created some business rules like the following: If a ticket arrives that has X for Category and Y as Subcategory should be placed in Group : IT Group. Then we have selected the option where the technicians who belong to the group can be notified with
Update the old tickets ???
May I update the Old Tickets? I need set the site and this is null in the old tickets. Thanks a lot ! BR.
Documentation problem. What does "MaxUsed" mean?
Using ServiceDesk Plus 7.5. Looking at a scanned software item there is a graph on the right with three columns, "Purchased", "Installed" and "MaxUsed". The first two are obvious, but don't know what "MaxUsed" represents. I can't find the definition in the documentation or online. What does "MaxUsed" indicate? Improved documentation would be very welcome.
SDP 7.5 vs SDP MSP edition
I see Servicedesk plus MSP edition (Beta) is now available for download ? What is the difference between SDP MSP (Beta) and SDP 7.5 Cheers, Clay.
Task order?
Is there a way to reset/change task order when adding additional tasks to a request template? Let's say that I forgot to add a task, or that a new task needs to be added. I would help GREATLY if we could change the order of the tasks being shown in a request. This wuld allow a technician to perform all of the tasks in the order specified.
Request Asset set to NONE
Right now we have an issue where each time a user submits an email request, the request is created in the system with the requester's first asset attached to the request. As you see in this screenshot: We would like it for the Asset to be set to NONE as a default as we use it to attribute requests that are specific to an asset. Is there a way to do this now? Thanks.
Import Sites from CSV
Hi, I am trialling SDP for our Service Desk team; going through setting it up and seeing what we can and cannot do. Importing from AD for machines and users is working well for me but I am dubious about setting up our sites. We have over 500 sites in our organisation which would need importing into the SDP database and I do not relish doing them all by hand. I can't see an obvious method but is there a way to import sites using a csv file? Thanks in advance.
ServiceDesk start failure after 7022 migration
hi, We are currently running version 6015 with a MS SQL 2000 (with latest service packs) backend. I have tried migrating from 6015 to version 7000 and all is working fine. When I try migrating from 7000 to version 7022, ServiceDesk splash screen appears and the message bar goes through to "Application Layer Started" but then continues to load with dots eventually replacing the message bar area (the blue loading status bar does not get to the end of the splash screen window). I do not see any errors
SD+ 7505: API Exposure
7505: "API is exposed in order to add request into ServiceDesk Plus. API can be used to receive (and share) data with other applications. As initial cut, we are supporting to create, update, delete requests, add notes to request and to get request details through Http form submission. ie. user can create a new request through web form submission (other than the new request form supported by SDP client). Similarly user can perform update request, delete request, adding notes to request through http
Assets section
In assets section I try to change information about tha asset. When I assign the workstation or any other hardware asset to my Site, I receive the success massage, but nothing changes. I don't want to assign the asset to department but the person. How can I do it? I HAVE to assign hardware to users not to departments. HELP!!!
Matrix report on request custom field help
I've created a custom field in the Requests module called Downtime. I need a Matix report whose columns are months and only two rows are Occurances and Sum of Downtime. Something like this: I would identify occurances WHERE UDF_LONG1 IS NOT NULL. I also want to have the option to filter this by Department, but that is a simple filter on any report so I am not too worried about that part. Is there any way to make a report like this in SDP? Thanks in advance!
Ever a solution to 1:1 category:technician assignments?
A week or two ago, I mentioned that for all the categories we have, we need to be able to assign something from a category to more than 1 tech. right now, if you look at categories, you can only assign 1 tech per category. Was there ever a solution proposed for being able to assign it to a queue, where many technicians could get the mail on it? Justin
Requesters select the priority?
Hi all, Sorry if I am being blonde, but I cannot see the option anywhere. Is it possible for the requester to select the priority when logging a request from the portal? Also, is it possible to automatically set email requests to a certain priority? And finally, when configuring the request templates, why can't you add fields to the requester one? Christian
display problem in "Support" screen
I tried to ServiceDesk Plus 7.5 (7507) few days, but suddenly got display problem in "Support" screen. All formted text in "Solutuon" screen also mess. I guess it might be caused by Internet Explorer, so I tried IE 6, 7 and 8.0, but same problem. It only works when I was trying with Google Chrome. Could you please help on this? Thanks!
Assets
Hi all, If we assign assets to the requesters, how many assets can be shown on the request page? because I assigned more than 10 assets to one requesters, but only 8 showed up. any idea? thanks
Notification Rules
"Alert Technician when request is closed." Why is there no option to Alert Group when request is closed? How hard can this be?
Logo
Hi, We are trying to change our logo and when I import it, it shows up with the new logo, but it never changes on the login screen nor in the upper left hand corner. Any ideas why? Thanks, Matt
Remove an unused site from list
We have a Site listed that we would like to remove. When I try to delete it, I get "FAILURE :OLDSITE Site is being used by a module. Hence cannot delete it." Is there any way to determine where it is being used and remove that dependency. Or, is there a way to hide the Site from the dropdown menus so that it is no longer seen by the Technicians?
HTTP 200 Ok and nothing
20.05.2009 server was start, but on http browser code 200 Ok and nothing. No picture, no login,password field - blank screen, no error. I restart server, but it doesnt help. restore from backup not help. I type telnet <server_ip> 80 on command line -- GET <Enter> <Enter> it must give error, but nothing, then I type GET / HTTP/1.0 <Enter> <Enter> and give a lot of http teg. I whant to see start screen. What I do wrong?
invalid entry CRC (expected 0x5824f76 but got 0xc2850da8)
HI, to perform the restore of the backup the following error occurs to me to be? invalid entry CRC (expected 0x5824f76 but got 0xc2850da8)
How I can logon withou DomainRegistration?
I turn on "transparent logon to Servicedesk, use AD". Now AD domain not available and I doesnot login to portal. How I can login with local Administrator?
SLA and Report Configuration
Hi, I need to configure in three level Example : High SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (3 hours -- depending on site / zone) Example : Medium SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (5 hours) How to configure it since currently i add all together (1+2+3) I want to see report for each item that breach SLA like how many time i don't meet the initial response (don't response within
Option to Auto-Close on Resolution
We would like to see an option to have SD auto-close after a tech enters a resolution. We do not have requesters log into our system, nor do we send surveys so 90% of our requests stay open after resolution.
Survey - HTML format issue
Is anyone else having the issue where the surveys are being sent in Plain Text instead of RTF (HTML)?
Assign tech based on site through business rules?
Since SITE is now a selectable field, is it possible to have SITE be included in the list of business rules to assign to a tech? Currently, we have to create an entirely new field called location for the user to choose from that can in turn be used in business rules to assign to a specific tech. Thanks.
error when trying to add resources for a contract since upgrade to 7.5.0 Build 7507
following error occurs when clicking "Select Resources for this contract" while editing a contract. This worked fine before, but since the upgrade to 7.5.0 Build 7507 it happens with existing contracts and new ones. Any idea what could cause this?
Public Pages
I know that my solutions page in Service Desk can be viewed without users having to log in. Is there a way to make my New Request Templates accessible in the same way? Thanks John
Site text box is not editable
Hi dear customer support FYI, please note that the new update has still problem on edit properties of SITE text box on default request template that is not editable.also when I try to add two rule to the mail spam filter, it could not perforem it correctly. for example I can not add a SENDER IS rule when I have SENDER DOESNT CONTAIN criteria. please check and advise customers Thnks and Best Regards
Notification Rules Variables
Not really a problem, but a question regarding Notification Rules variables. In order for us to implement the ServiceDesk Plus enviroment, we need to be able to include in our Notification Rules (Content Variables) a Requester Site variable. Is that possible at the current version? Are there any plans to implement that in a future version? ManageEngine ServiceDesk Plus Build 7506
Missing work logs in Requets, Problems and Changes for build 7018.
I have had a few of my tech's inform me that they have entered Work logs into Requests, Problems and Changes and when they revisit them later, they are gone with no trace of them ever being there. I have also had information saying that they have related a Change to a Problem and when they revisit, the relationship has gone, the Change still exists but it is no longer related to the Problem. We are about to go to 7.5 but it is a few weeks from completion so I am concerned at this issue.
Error when trying to edit report.
When I try to edit a certain report, I get an error. It will run ok but I cannot edit it. Error: >>>>>>>>> [12:59:55:489]|[05-19-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[26]|: NTLM Challenge to get postdata from IE After validation| [12:59:55:489]|[05-19-2009]|[com.adventnet.servicedesk.tools.AuthenticateNtlm]|[INFO]|[26]|: NTLM Challenge to get postdata from IE After validation| [12:59:55:489]|[05-19-2009]|[SYSOUT]|[INFO]|[26]|: module = edit_report| [12:59:55:489]|[05-19-2009]|[SYSOUT]|[INFO]|[26]|:
Can you change the name of a custom report once it has been created?
Simple request but we can't see how you can change it? For example we called the report: "Show user access" - but now we want to call it "Show user access of websites" can I change the name of the report we out redoing the whole thing again? Many thanks John
Certain options don't appear in request template to requester
Hi, A requester has a problem logging requests because there is an essential drop down menu missing when he opens a request template. Is there a solution to this problem. Thank you Thomas
After Service Pack update 7507, custom fields no longer show data.
After installing service pack 7507, custom fields in the request no longer show the data contained in them. I have quite a few custom fields and all fail to show the recorded data. Need help to get my data re-populated into those fields.
Business Rule Filter - Number of requester limited
Hi, I have a business rule for VIP requester. Wenn I select users for a filter I can´t save the rule anymore at a selection of more than 70-80 users. Please advice how I can select about 100 user accounts. Regards, David
AUDIT FAILURE: "Windows Scan", "Network Scan", "ae_scan.vbs"
I have been having issues getting completed Audit Scans on approx 800 discovered assets. I have tried using Windows and Network Scans from the ServiceDesk application, as well as running the "ae_scan.vbs" from login script. The best results I have recieved have been only a half of the assets discovered. I have also tried running the "scan_setup" and "wmi_port_setup" VB scripts with NO luck. Even with the firewall completely OFF, it still will not scan from server or from "ae_scan.vbs". I am at wits
How to add multile roles
Hi There, We are trying to add multiple roles to a Technician but it seems like one of them is overwriting the other one, we want a technician to be able to see all request but only full control on the ones assigned to his team and/or himself. any idea how to do this? Thanks !
Next Page