Old Java version
Any plans to upgrade java version? Current (6.0.450.6) has memory leaks bug with some other security bugs We think it could be reason why we have SD+ performance downgrade and need to restart SD in a 1-2 months. Dmitry
Parent/Child tickets available?
I need to be able to have a ticket (Parent) - called ex: " Lotus Notes not responding". Everyone that sends in a helpdesk ticket about this same issue, I'd like to link it to this main ticket. Not only to find out how many people are having the same problem but also where I put the Resolution in the main ticket and not the Child tickets. I thought Linking a ticket would do this - but it only hold 1 link. It doesn't show the other links! Is there a way around this?
Self-service portal
WE'd like to modify selft-service portal. Add some stuff like self-service survey for user that ready to make a service request. With self-service survey we can: 1. Give user an abilyty to resolve his\her request (like, did you try this, or those...is electric plug is in, etc..) 2. Know, that users made all variants that we tell him\her 3. Create service request with fullfilled categories and SLA.. We're ready to programm this feature on PHP, but we need an access to index page on SDP+ or integrate
Add ticket (request) to ServiceDesk Plus using REST API service (ASP.NET MVC4 C#)
Hi, I'm tring to use the REST API service to add tickets (requests) into the ServiceDesk Plus system. I'm using ASP.NET MVC4 (C#). I tried to follow some of the articles on your site, but I think the version is different, hence I couldn't find some of the steps described. My version is 9.0 Build 9029 My first question is how to generate the API key? I went into admin, then I can only find the "API" icon, then I click on the RestAPI tab. after that I couldn't find any place to generate API Key. Second
Backup schedule
Hi I was wondering if there is anyway to change the backup schedule to back up the helpdesk every 3 hours? Currently I can only see an option for changing this to x amount of days and not hours. Thanks in advance Shahid
Delete records older than n years old
How can I delete all records that are older than n years old? I would like to delete all Changes, Requests, Projects, etc.. that are older than 3 years. Our corporate policy states we only need to keep 1 years worth of data, but I want to at least keep 3 for reporting reasons. How can I do this?
import freeware, managed software list
Hi, I have a list of managed software of my company. Can I import this list? Is it possible have a precompiled list of freeware software and import it? In this moment i have a 5000 scanned software and it is very hard classify all these software! Thanks. Vincenzo
how Work flow - Reporting to works
Hi to all I have a question in select Approver, once we enable the check box at right size and click the icon beside the Stage one Text Box. Send Approval notification automatically when a Service Request is raised. All the configured approvers have to approve the Service Request. Do not assign technician before Service Request is approved. It will list Department, Head Reporting to and all other name of Technicians. The Department Head information is gathered form the Departments under Help
Email command for OnBehalfOf
Good afternoon, Could someone confirm me which is the email command for the field On Behalf Of User name ? To change the request subject is @@TITLE=@@ I need the command for " OnBehalfOf user " Regards, Arantza
Possible to stop approval action notifications
Is it possible to disable e-mails being sent to requesters upon approval action?
Set Default Technician As the One Who is Logged In?
I was wondering if there is anyway to set the default template for creating a new incident so that the default technician drop down is set to the person who is logged in? Most of the incidents we create get assigned to the person who opened it.
Worklog
how to generate report in MSSQL of Task Description or Worklog??
30,000 Requests Query? Can we do it?
Heya Guys, I'm a support tech for a university. At the moment we are wanting to upload all of the students into servicedesk so we can use one system for all jobs lodged etc. Would this break servicedesk? There are about 35,000 students a year. If this can be done, what problems would i expect is any? are their any tweeks i should do to keep things running smoothly? How big will the database get? Thanks
Requests to Projects? How do you handle development/feature requests for your team in SD+
The is not a sub-Forum specific to the project module so I'll post here. You can see a somewhat related discussion here: https://forums.manageengine.com/topic/migrate-tasks In working with our establishment of a Service Desk for all requests and leveraging SD+ as the tool for management of the Service Desk and our technology team we have hit a conundrum. We really like the project module. However it seems that parts of our team get requests that require development within a product or a new business
Issue in Active Directory Import. Please help
Hi, My customer domain name is "kaartech.com" But in Import from active directory option "kaartech.com" is not listed. Instead of this "kaartech" listed. By using "kaartech" & domain controller all users successfully imported. In requester view the domain is listed as "kaartech.com". While editing the requester domain name is selected as "None". In domain option there is no "Kaartech.com" only "kaartech" visible. My query is where it is taking "kaartech.com" for requester import. Thanks. Regards,
How to move back in the Change process
I've been trying to implement the change management process and I have to say that it is VERY clunky and not intuitive. This is a huge surprise given how friendly some of the other modules of the SDP product are. With that said, i have a change that has gotten all the way to the implementation stage and needed to be backed out. because of what we found, we want to re-work the plan and re-submit. There doesn't appear to be an easy way to do this. Do I need to just close this change and start
Resolution Email
As a technician (software developer), when I finish a ticket, it is our policy to set it to "Resolved" after deploying to our QA environment. I do this via sending a resolution email to the requestor. This email contains a link to close the ticket. We need for this link to be configurable such that we can have it set the status of the ticket to something besides "closed". I'm hoping to be able to use a custom status of "Testing Success" and "Testing Failure". It would be great to have control
Tracking when a request is assigned to a new technician
I am trying to find a way to keep track of requests that are assigned to a particular technician and then he/she re-assigns it to another technician. This will allow me to see 1) if one of my techs is handing off all his calls rather than taking care of them and 2) monitoring times when one tech was forced to handoff tickets because of specific demands. Is there a report or even a field that I can access for this kind of analysis? Thanks, Diana
cc: Email Address
Dear All, I've around 200+ requester, I'm thinking when we want to reply & cc the mail someone. can we perform a search of the receipient email address from requesters that we've created in the system? Warm regards, John
Mapped drives in ServiceDesk Plus
We are using Desktop Central and ServiceDesk Plus together. We run the Desktop Central agent and its information is being pushed to ServiceDesk. The problem is that we are not seeing where the mapped drive information for a workstation is being shown in ServiceDesk. It appears fine in Desktop Central. Are we just missing it or is it not something that gets pushed?
Requests by Technician
Afternoon, Is there anyway to adjust the Requests by technician box on the Dashboard? We currently have 5 request status's Assigned, Open, In Progress, closed and on hold. It appears the report is pulling from tickets only specifying open or on hold and overdue, is there anyway to update this? Thank you, Daniel Price
Setting up current user as Requester by default
I would like to set up the current user as the requester by default. By doing this, the user submitting the request could avoid having to look up for his/her own name, when most likely their submitting for themselves. Is there a way to do this?
send e-mail to non-technician
Hi, Is there any possibility to send an automated e-mail based on custom fields to an e-mail group? The scenario is that upon user modification (hire, leave, etc), other departments should also be notified. We created so far a template for HR department to complete but am not sure if we can automatically notify the other interested people. If we just use the E-mail to notify field the users will just receive a link to the request which they cannot see because they are not technicians; also on business
Can a business rule trigger SMS messages for "ON CALL" technicians
We want to be able to set up an On-call schedule that will automatically notify us of an issue. The only way I've found to do this so far is to set everyone but the on call tech as on leave so that they don't get notified. The issue we have with this is that it's more difficult to figure out who the person is that should receive messages. If I could just set a Business Rule to send a notification to a Leave Type, I could leverage that instead. Any suggestions?
Servlet or REST API - Get all requests
Is there a way to return all requests through the Servlet or REST API's? I'd like to use a 3rd party dashboard to display the number of open tickets and their status. Thanks
Email command to EMPTY an specific field
We want to change group and leave empty technician field. Previous status of data GROUP= GR_PRUEBA T ECHNICIAN= test_tec New data want to assing by email command: @@GROUP= IK_Infraestructuras @@ @@TECHNICIAN=¿¿¿¿¿ None / Empty / Not assined ?????? @@ If we want to change the group but 1.- The already associated technician is not one of the new group we want to assign or 2.- Just we do not want to assing a Technician at that moment So we would like to leave the Technician field ‘Empty’. Which is
ServiceDesk Plus Standard Free Edition
I have a question regarding ServiceDesk Plus Standard Free Edition. Is it is free for commercial use? And if its really Free Forever - Unlimited Technicians/Tickets/Users.
Viewing Survey Responses from within the Ticket
Hi, We're running ServiceDesk Plus 9.0 Build 9035. When our technicians attempt to view the survey results from within a call ticket (Actions, View Survey Results), they get the error "unauthorized access to restricted url / SurveyDetails.do". As site administrator, this works correctly for me, so it appears to be an access rights issue. However, I do not see where the appropriate rights are located so our technicians can use this feature. Any ideas? Thanks!
local login disabled/AD login not working
i have tried the following with no success: https://forums.manageengine.com/topic/disabled-local-authentication i have AD login enabled but says Username or Password is incorrect. Will not allow local login after disabled.
First Response escalation
Hi, I set my request be responded within 1 days. if not, system will enable Level 1 Escalation. But I will receive a email before responded deadline. it's usually 10 mins before deadline. Could I set this time period to 15 mins ago before responded deadline or not ? ps. the email subject like "First Response escalation warning notification. Response due at : Mar 3, 2015 02:15 PM"
Our company is evaluating Service Desk Plus, feature question
I looked around for an answer, but only found related answers. My question might be too simple. Can we put an approval process between users and the help desk, to ensure that their issue is not training related and something their manager or supervisor can address instead of help desk? The person needing to approve of the process needs to be their supervisor. Is there a way to set this up? the closest answer i found was a service request that seems to have died on the vine. https://forums.manageengine.com/topic/approval-settings#49000006951369
Deleting the default STATUS in ServiceDesk Plus
Hi, As per my customer requirement, I want to delete the default status in SDP. In SDP, there is no provision to delete/disable the same. So I find one shortcut. This will work perfectly. http:// + Your SDP host name or IP + /StatusDef.do?mode=delete&id= + idnumber of status Please tell me this will affect any SDP workflow. Also In future version don't show the Post/Link url to any users. Thanks. Regards, Ganapathi Ram
Requester able to view all assets assigned
Is there anywhere a requester can go to view all the assets that have been assigned to them (computer, printer, monitor, smartphone, etc)? Anyway to make those assets appear under the 'My Details' page?
software documentation
hello where can i add/attach the documentation for the installed software
Migrate from Linux to Windows
Hello, We wish to install SDP on Linux for a year or so and after evaluation we will either stay on Linux or migrate to Windows. We wish to know : 1. Is it possible to migrate backup data from Linux to Windows (same version of software e.g 7.1 to 7.1) 2. Is it possible to migrate backup data from Linux to Windows (different version of software e.g 7 to 8) Thanks for your response.
Service Desk Plus Standard
I am trying out the Service Desk Plus Standard free version. The website states an unlimited number of technicians, but I can only log one tech. I can't create logins for the other techs. Am I missing something?
Transfer data between versions
Hi everybody, I have to merge three versions of Manage Engine to one including : - move all users, technicians - move all requests what is the best solution to do that ? with API, i can't get all informations of requests. And i think that if i try to backup/restore data, when i restore, i will delete existing data. Any suggestions will be a help =)
Department head notification
I've got 50 departments, every dept has it's own head, I need to notify the head of dept about requests and incidents made by the dept requesters. How could I do that? Can't find that SDP is capable to do this
Delayed Typing/Skipped Characters -Replies, Description, Resolution
Frequently when typing an email response, resolution description, there is a delay between key presses and text being entered or characters being skipped. This is causing issues having to go back frequently to fix misspelled words. It does not happen every time, but is sporadic in nature. My guess is that this is an issue with Java which was uninstalled/re-installed to eliminate that. Info: Client - Using Windows 8.1, IE 11 (compatibility view disabled) Java Client - Using 7.51 Server - Server
Site Operational Hours, Business Rules & Notifications
I have a specific scenario that I cannot seem to fit with the configuration options in ServiceDesk Plus that would use Operational Hours, Business Rules and Notifications. I am checking to see if anyone here has some suggestions. I have two groups of technicians in two different time zones. I want 24 hour ticket creation notifications, but directed between the two groups. Here are the time windows I want the groups to get notifications of new tickets (times below are time zone of Group 1): Site 1
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