Can each site have its own survey settings?
Is it possible to use different survey messages for each site?
Pb in email on outlook express
When we use service desk to reply to customer . The format of the mail goes for toss . The lines are separated by two lines . Unable to slow can anyone guide or help.
Solution keyword query
Hi, Am I right in thinking that when creating keywords in a solution that this should then be picked up on the search solutions? For example if I type "Mood" in as a keyword when I create the solution, when I then go to search solutions and enter "mood" in the field. I would of thought that this would search the keywords as well? Otherwise I don't see the point of the keywords in a solution? Eddy H
Category Tree Suggestions
Hi, I know this is a general question, and 1 solution does not fit all, but does anyone have a good category structure that can be used to enhance the out the box one? Thanks
Ticket/Request should not be closed or delete without assigning to the technician
Hi All, I have one requirement. I am based on IT group. I am able to view all IT related tickets/request. My requirement is "Without assigning to technician, any ticket should not be closed/delete. Basically I need restriction". Any Idea.. Please share
Servicedesk Plus Requests Rendering display in IE, Firefox
Just updated to 9035 - is anyone else getting flickering in the request tab as they move the mouse over each entry - only just started happening and it's quite annoying. For me it stopped when I used Chrome, but Chrome isn't available to other staff. we restrict to Firefox or IE 8. will there be a fix for this?
Additional Email tags
Please forgive me if this information is already available somewhere else. I am looking to include fields into emails that are not listed in the selector. EG: in the close email, I want to include the closing comment entered by the person who closed the request. Another EG: when a request is updated, there is a reason for update field, so I would like to include that in the notification email, but it is unavailable to add. One final EG: I would like to add request History to Notifications, so
Disable comments in Requests
Hello, I want to disable comments in requests. How can I do this?
Assign request by reply
Hi! How can i assign new request to technician, who reply at ticket? For example, technician open new unassigned ticket, and make reply to requestor. And ticket autoassigned to that technician. Is it possible?
End users to create an Incident
Hello, I am working to test scenarios for ServicePlus functionality but when I logged in as guest, i can only log a new Request. Is there a way to have end user log an incident? thanks YH
Hotfix 9033 issue
I just installed the 9033 patch on my test server and I'm getting the Missing plugin error on my dashboard that we've seen on other releases. My flash is installed and up-to-date.
Can I have multiple departments having there own independent areas (Requests, Changes, Problems)
Sorry if this has been answered many time before - but I was unable to find the answer to my issue. We are looking to purchase a service desk however I have some criteria I need to follow and I want to know if service desk can be setup in this way and if so how and what is the best plan? This is the number one factor in me choosing a service desk is I have 6 different departments in our company all wishing to use a service desk on one platform and allowing each department to be fully independent
Mobile Push Notifications
I have set the Mobile Push Notification - "When a request is assigned" only box and technicians are saying they still receive the text even when logged into ME web portal. I did not check that box or option. I only want text notices sent when they are not logged in - is there another setting somewhere or is this a small glitch/flaw with this new option? Additionally, the "When a requester replies to a ticket assigned to him/her" and "When notes are added to a request" check boxes do not appear
Can I move a request template from one service category to another?
....and if so how do I do it? Hello & Thank You :)
Solutions: Can you have separate solutions for each site or customer.
Is it possible to separate Solutions from customers or sites? For instance, requesters from Customer 1 cannot see solutions for Customer 2. If so how can this be done?
Change Technician site?
How so you change the assigned site for technicians
Branding Question
I would like to change the background image on the Service Desk Plus login. What do I need to do to make this happen?
Utilising Amazon RDS to host MySql Database
I was wondering if anyone knew if the service desk MySql database could be hosted on Amazon RDS and then have the application hosted on an Amazon EC2 virtual machine? I've done some reading on Amazon RDS and from a MySql version support point of view it would seem to be ok as it supports version 5.1 of MySql. However I am unsure of what security rights are required by Manage Engine Service Desk to the MySql database as I believe there are restrictions on what rights you can have under RDS. Any thoughts
Can you autoclose a job based on a not resolved status ??
We have many jobs that are waiting for a response from the user .. This may be that we are waiting for a callback or email etc .. and many times we dont get any response , so the jobs sit there with a status "waiting for callback" . And usually the problem has been resolved by the user anyway . It would be nice to set a business rule that checks the status of jobs , and after a certain amount of time , will do something else .. like the escalation rules .. but the "something else" may be to set
Scan Network Device (Printer)
I'm trying to scan a network devices (printers) For example, I have a printer: Name: HP LaserJet 400 MFP M425dw In the printer's settings there are settings which I wanted to import. "Product Name" for example (HP LaserJet 400 MFP M425dw). So, when I scan this device from ServiceDesk Plus, it gets these settings: Name: NPI177C69 Product: HP-Printer Is it possible to change somehow scan settings? Or enter which parameters I want to import from scanned device?
Going from Enterprise to Professional
Good Day, This weekend we drop our license from Enterprise to Professional and doing so we lost the request type and urgency fields. I've recreated them, but was wondering if there is away to link them to the old data. Maybe something I can run DB side to copy the request type and urgency fields to there new counterparts? Don't really want to fix the data on 81000+ tickets. Any info would be great. Thanks
Jira integration question
I have the integration working mostly but I have a couple questions. I have a custom field named JIRA_URL that I would to automatically populate after an issue has been created. How can I combine a string and variable value returned from Jira? Below is what I am have in my Jira.xml. All params are working except the last (JIRA_URL) . Also, I have the notes tag but it is note creating a note. Below is my jira.xml. Any help would be greatly appreciated. <menus> <menu name="Create_JIRA_Ticket_DR">
Survey Answers not displaying
After upgrading to 9034 we can no longer see the answers from specific users for surveys. I looked in the database and there is data in the appropriate tables so I think it may just be an issue with displaying on the web end, not sure exactly.
reporting on requesters and departments
Hi, my team now has our very own ME ServiceDesk Plus however the organisation's AD is administrated by a different team - we have no access to AD console tools In ME, is there a way we can run a report to list all our Requesters and their Departments? I know I can report on the Requesters who already have Requests for Service, but we want to list every one of our potential requesters and their respective departments in order to double-check spelling and data integrity before we start logging Requests
Issue login user in Server SDP
Hi, I can not login with any user on the server. I get "I get is bad username or password". The server is Windows 2008 R2. Thanks and regards, Gerardo Cortés
customize / rename tab name?
Hi, is there any way to rename the browser tab name from ManageEngine Service Desk pro to company name or something like support? Thanks in advance.
Active Directory Authentication Question
I'm setting up ServiceDesk Plus on my Domain and ran into an issue where I can't logon using AD credentials unless the account used to do Domain Scanning is a domain admin. I'd like to create a service account to do this task, but I'm not super comfortable making that service account a domain admin. What are the minimum privileges required to do this task? I'd like to setup the service account to have as little credentials as I can get away with. Thanks, Scott
AD-Authentication and email
Hello, We use AD-authentication in SDP 8.2.0. We have Technician whos details are mixed with another account. Meaning account1 get some details (CI name) from account2. These two accounts have the same E-mail in AD. It seems to me that the SDP gets confused because two accounts have the same email. Is this a bug or..? I removed the email from AD account2 and did the AD-sync again. New Requester was created. I added the email back again and did the AD-Sync again. Now the details seem to be correct
Administrator user with administrator profile.
Hi guys, I´m having a strange situation in ServiceDesk Plus. I have two users, lets call it user1 and administrator, user1 is a normal user that have access to all the tabs but with limitations, for example user1 in the admin tab can see only the requesters, departments, sites and technicians options. The strange situation begin with the administrator, the administrator is with the guest interface, it doesn´t have all the tabs and I need access to all the tabs with all the options. I wanna know if
Implementing OnSite ServiceDesk Plus
Hey ManageEngine Community, I'm configuring ManageEngine for the first time on my domain. Are there some pretty fleshed out tutorials out there for implementing Change Management and creating custom Categories and Subcategories for incidents? Sincerely, Noobie Scott S
Adding more than 5 technicians
Hi, We're testing the free version of SD+ and would like to upgrade somehow to allow more technicians (About 5 more). We aren't interested in adding any more features to the free version, but rather just want to add more technicians. How do we go about and do this? Please let me know. I have contacted the local distributor but they are unable to help because of the fact that we're using the free version. Thanks in advance. Best Regards Martin
How is it determined if a workstation is a laptop or desktop?
I see the examples of reports that can be run to determine laptops vs. desktops and to list all laptops. But where it is determined if a workstation is a laptop or desktop? And if we see something marked incorrectly is there a place that can be changed? Thank you.
Incident Level suggestions
Hi, I would like to start using Level as one of attributes while we triage our requests. What I was thinking is to create some custom levels matched to the processes we support in our organization. Then I would create a business rule to automatically set an impact and a priority based on the Level, additionally the request would be automatically assigned to the relevant support group. Is this the right way to use Level feature? Could you please post some of your examples how do you utilize levels
Different department’s incidents separate
Hi to all I hope someone can guide me in the right direction... I have just setup a fresh install of the Helpdesk Plus running on a MSSQL 2012 backend. I just want to know if it is possible to Can you keep the different department’s incidents separate on the same system. Many Thanks
Project Management - Create a project
I am not sure if my question posted yesterday, so I am asking it again just to be sure.... What ROLE does a technician have to have in order to create a project?
Shields out of no where?
Out of no where my end users are seeing shields next to the requester names. Why has this happened and what can I do to make it go back to normal?
Email Command and Additional Field Decimal
Hi, We have a problem with email commands and Additional Fields in Decimal format when the value starts with zero. When the value is like 0.2 it does not work the request update. If the value is 1.0 or bigger it works fine. When you edit the request from the web portal it works correctly in any case. Thanks in advance, Aritz.
Problem with Agent downloaded
I have downloaded the new version of the Agent with build 9035 however it's giving an error - "The signature of this program is corrupt or invalid". Can you advise on this, please?
Mail Fetching Problem connecting to mailbox
Since Yesterday i have a problem with mail fetching, i doesn't work anymore. when i "change" some settings and save it i get an error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox what have i tried. - change the servername to the ip address - reset the password from the mail account - stop and started fetching - rebooted the server - tried an other user I've also include the support file as well.
Auto assign workstation
How can we auto assign workstation, when auto-logon occures? Because many users may work on different PC's, but these PC's didn't assign to them. Or mb you have another option to help me with this?
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