Pop up when requesters choose a priority
Would it be possible to have a form of pop-up or something similar shown to requesters when they are choosing the priority. Kind of like a warning - Not to choose emergency unless it is an emergency etc.. etc.. Thanks Eithne
Hotfix 8118 released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8118 SD-41662: In IE 9, Group field will go blank after selecting the Requester name in the new Incident page. SD-47432: Report Schedule gets deleted when report is updated by other Technician. SD-47305: Right navigation button under 'Manage Custom View' is missing in Chrome Browser.
Change SD listening IP and Port
Hello all, I am having a windows 2008 server. Have assigned two IP's. The monitoring System is on one IP and Port 80. Now i have to change the Service Desk to listen on second IP and Port 80. What is the command or configuration file to change to implement this?
SDP Asset group colum selection for custom fields
Dear ManageEngine, i'm signaling that if you add custom fileds to assets, you cannot then add them in the table view of the Asset groups. You can add custom filed into the general Assets > Resources view. Unfortunately in the general view you can see all assets unfiltered, so it kinda defeating the purpose of groups. Best Regards
ServiceDesk Plus 8201 Released
Dear Users, Hotfix 8201 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 8201 SD-50246 : Description column is added in work log list view. SD-50251 : Unable to login as local authentication when LDAP authentication is enabled. SD-50247 : Unable to search Request work log from global search. SD-50200 : Action button is missing under workstation list view in IE. SD-50243 : Request description
Tasks
Hi, everyone. How can I creat workflow with tasks? For example if task status change, change support group.
ServiceDesk Plus 8127 Released
Dear Users, SDP 8127 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Issue fixed in 8127: SD-49613: Show site based filtering of groups in technician add / edit page, based on the group count configured in Globalconfig table entry. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Jeykar ServiceDesk Plus Team
Associate requester to multiple departments
Hello, As the title suggests, is it possible to associate a requester to multiple departments? This is mainly so they can monitor tickets Thanks, Samir
ServiceDesk Plus 8126 Released
Dear Users, SDP 8126 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issues fixed in this hotfix. Issues fixed in 8126: SD-48897: Unable to add/import requester with site configured with a time zone value. SD-40583: Email with multiple attachments having same name will retain only the first attachment. SD-48030: Unable to view not-associated-to-any-site requests in archive list view in group restricted
Hotfix 8121 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8121 SD-48283: If no site is configured in SDP, the Group list is empty when performing spot edit on a ticket. SD-48229: Unable to un-assign the asset associated for the request. SD-48104: While adding images to Incident template, the images will not be saved properly and will
ServiceDesk Plus 8125 Released
Dear Users, SDP 8125 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and Features, Issues fixed in 8125 SD-48726: Performance issue with the mail fetching in the environment where we have large number of notifications, due to inefficient query has been addressed New Features in 8125 SDF-49103: Support for additional operations in REST API. The following new operations are added, Request:
ServiceDesk Plus 8124 Released
Dear Users, SDP 8124 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and Features, Issues fixed in 8124 SD-48940: Unable to perform the xls import of request, with non-english language personalization. SD-48804: 1. Cleanup audit history schedule does not delete the complete audit history if the data in the audit history tables are high. 2. Instead of fetching the complete
ServiceDesk Plus 8123 Released
SDP 8123 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Note: The 8123 PPM can be applied only over 8121. So, users who are in builds before 8121 and willing to upgrade to 8123 should come to 8121 first and then to upgrade to 8123. Below are the list of Issue fixes and features. Issue fixed in 8123: SD-48675: After selecting the requester in the new incident page, the technician list becomes unsorted. SD-48110: OS Version
Move Default Attachment Location
Is it possible to change where attachments are stored? I have seen a few posts relating to this but they are about 2 years old so I am hoping that something has been updated to make this configurable... Many thanks,
ServiceDesk Plus 8122 Released [only EXE/BIN]
Dear Users, SDP 8122 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and features. Issue Fixed: SD-23307: When a requester closes a 'Request' through the link sent via E-Mail, the 'Thank You!' message shown after the operation is always displayed in English even though the language personalized is different. Feature: SDF-48546: Option to configure the top header background and tab colors.
How i can create service request from e-mail?
How i can create service request from e-mail?
Hotfix 8119 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the Issue that got fixed in this hotfix. Issue fixed in 8119 SD-48237: If customers have customized the header logo, then when upgrading to the latest build would remove the customized image. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards,
Hotfix 8117 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8117 SD-30112: Issue applying Spam Filter fixed. Say, a spam filter is set as CC is x@x.com and a mail is sent to x@x.com with CC as y@x.com, then the mail is filtered and not getting created in SDP. SD-47714: Unable to view the Site field under Admin -> Operational hours in the
Problem with messages > 6K
I have problem with creation the attachment file, if the message includes cyrillic symbols. I see smth like that: How can I change it?
Hotfix 8116 released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html This hot fix addresses the user login issue that occurred after upgrading to 8115 hot fix. Issue fixed in 8116 (Released on: 24th October, 2012) SD-47733: Users cannot login into ServiceDesk Plus after upgraded to 8115 has been fixed. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Can't Duplicate Requests Generated from a Service Catalog Entry...
Hi, I've added a new Service in the Service Catalog - with quite a few custom Resource Detail Fields. Once the Requester completes and submits the Request - Spawned from the Service in the Service Catalog - there is NO way from the Request (in the Request as a Technician) to "Duplicate Request" from the "Action" Pull-down in the Request. 1. This works on Requests generated via an Incident Template. 2. If the Requester does a "Reply" within the Request, when the Technician attempts to "Split the
Please avoid upgrading to 8115 until further notice!!! ( Issue resolved in 8116 )
We have identified a major issue with Active Directory Authentication in 8115 where the users are not able to login with their AD credentials. We are analyzing the issue and will update you soon. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
Hotfix 8115 released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the list of Issues fixed and Features Issues fixed in 8115 (Released on: 18th October, 2012) SD-47474: Performance enhanced while loading large data when configuring Custom filter and Report. SD-47415: If only default request template is enabled for requester, then 'Report an Issue' link is not shown in self service portal has been
technicians cannot choose specific user groups while adding new announcements
When a Technician wants to add a new announcement he cannot choose the specific user groups. I mean he cannot see the user group option Why Is that? and how can they create a new announcement by choosing the specific user group ? Only Administrator can do this. An because of that for each announcement technicians should refer to the admin to create the new announcement for them. Any Idea? Regards
Hotfix 8114 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the list of Issues fix and Features Issues fixed in 8114 (Released on: 18th September, 2012) SD-39375 : After deleting all the filters on an existing report , it is not possible to add some new filters as the + button no longer appear has been fixed. SD-47234 : The permissions "Editing closed Requests" and "Editing/Deleting own
Hotfix 8111 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the list of Issues fix and Features Issues fixed in 8111 (Released on: 31st August, 2012) SD-46805 : The request description and conversation description would be displayed in Left to Right(LTR) mode instead of Right To Left(RTL) mode when the language settings is set to Arabic or Hebrew. SD-46703 : When merging requests from request
Link a PO to an asset
Hi all is there anyway to link a Purchase order to an asset. If i create a PO then create an asset from a PO then great i can see the PO assigned to my asset. But i have old assets in the system before that was available so it would be nice to link a PO to an asset. Also if you delete an asset that has been created from a PO then you can not reopen the PO to create an asset from it again. UDF is not the answer as it does not hyper link to the PO anyone ????
Hotfix 8110 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 8110 (Released on: 31st July, 2012) SD-46612 : If the user name contains some special characters like (Ä ä Ö ö Ü ü ß), then while creating a request, an alert message 'The user does not exists. Do you want to create a new one?' appears even though the requester is already present. SD-46607: In DC integration mode, while creating
Service catalog workflow approvers
Hi Team. 1) Is it possible to choose approvers depending on user answers in resources? For examle user made request for new computer. He choosed laptop from drop-down list in resources(pc, laptop). Can system automatically send e-mail to laptop-approver 2) Is it possible to choose approvers depending on requester relationships? May be there is any scripts that can help? I know only about $Dept_Head$ feature 3) Is it possible for users to choose more than one stage of approve? For example user choose
"Request updated" template needs to show *what* was updated
There is currently no way that I am aware of to notify requesters what was updated in their ticket in the notification email. ServiceDesk clearly has the capability of detecting what was changed because it is recorded on the History tab. Why is there not a variable to allow this? There is a variable "Impact", but it's undefined, and I'm not going to use a large scale, live ServiceDesk as a sandbox just to test a poorly defined variable. Is this functionality available?
announcements
Dear all I have created an announcement and I Insert Web Link to Solution tab from announcement Because I had an attach file which I wanted Users to See that Attach file and I cant Attach a file from announcement field so I attached the file in solution and I refer it from announcement to solution , but there is a problem ,while a user clicks on "Web Link" it opens a new window of service desk web server and it requires username and password again, after he inserts his username and password it goes
Unassigned request mail notification
Dear Support, How to get a mail notification for unassigned request. Regards, Ashraf.
SDP 8.1 released
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus 8.1 SDP 8.1 can be downloaded from http://www.manageengine.com/products/service-desk/download.html Existing SDP customers can move to the latest 8.1 version by applying the migration pack available at, http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_8_0_0_SP-1_0_0.ppm Existing customers, kindly note, that upgrade to 8.1 can be done only over 8027. Customers in earlier builds can
Timer Stop Status
Hi Team When we create a new status with TIMER STOP option , will it affect only the RESPONSE Time (STOP the timer) or will it affect the Resolution Time/Date as well ? thanks Gopi ME Tech
Can we customize button New Incident and call It New Request instead?
1. Can we customize button New Incident and call It New Request instead? 2. Can we Change the label of "Change Template" to "Change Form"? 3. Can we make the requester to choose template first and then based on the template the form is shown from the selected template. 4. Can we apply role to the requester like technician?
Expected release date of ServiceDesk Plus 8.1?
Hi SDP What is the realistic expected release date of ServiceDesk Plus 8.1? Will the new CMDB be supported on SDP Professional Edition?
deleting a SITE
Is there any risk or impact to deleting a SITE that has not been used for a long time (6 months)? our old admin was reluctant to do this, but I don't know why.
Getting agents to report to Servicedesk Plus
I followed the instructions to install the agent on my PC via GPO and am trying to get it to show up under Assets > Workstations > Agent Installed Workstations. I verified that the agent installed on my PC by looking under add/remove programs in control panel, and the Asset Explorer agent is listed there, but I don't see it in the web UI. I looked for some documentation on how to force it to run a scan and report to servicedesk but could not find anything. We presently have two PCs that the agents
Creating Requests in Resolved State do not Close
Hi Guys, I think I have discovered a problem in SD+ using build 7605 If I create a new request, fill it out and set it immediately to a statues of Resolved, the request remains in a status of resolved and does not close after 5 days which is our rule. In fact it never automatically closes However, if we create a call, save the request in Open Status and then reenter the Request and set it to Resolved, the request does close after 5 days. Is this a known issue ? The reason why we create
ServiceDesk Plus Hotfix 8026 Released
Dear Users, Hotfix over 8000 is released ( 8026 ). And you can refer to the enhancement / issues fix included into this hotfix from the blow link. http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 README content : Enhancements in 8026 : Request SDF-44926 An SDP API reference implementation is provided to generate tickets in SDP via API. Custom implementations can be written to perform specific tasks and API implementation can be invoked to create tickets in SDP. An SDP server
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