Signature
Hi! After update Service Desk to 8213 (and 8214) the default e-mail signature (configured on Personalize) don't is automated used when we Reply a request to user. There are a configuration to do this work? Another question, it's possible insert the same Signature on Resolution TAB? Thanks Miguel
Agent for Linux machinges
Have there been any changes to how we can scan Linux machines (has a new agent been developed) or it's still via Network Scan and Workstation/Device Scan? Thanks!
wont upgrade or restore data fully
Hi, all, I am having major issues here :( I was trying to upgrade to the latest version and it failed at 98% "unable to uninstall" I thne reinstalled the previous version and restored the database, only to have http 500 errors in the dashboard. So it looks like I have lost my database and teh upgrade is not working :( I have now tried this on 3 different machines and just uninstalling yo try and restore the data back to the first version I used. Hope somebody can give me some advise/help
Requestor reply not appended to request
Hello. I received a help desk ticket yesterday. I needed more information so I clicked on the button that says "Reply" and I emailed the requestor. She responded back to the email but I never received it, nor does the request indicate in any way that she replied. Can you please advise?
Populate the Reporting To field from Active Directory
How do I populate the Reporting To field? Ideally I would like to use the Manager field in Active Directory. If that is not possible a CSV import would be adequate.
Tasks and approvals
Hi Everyone, We are using the request catalog to create requests and assign tasks to different persons/departments. But when a request needs approval, and when it's not approved yet, you can still see and close the tasks. Is it possible to configure the following: Tasks cannot be closed before request is approved Tasks will not be automatically assigned before request is approved. Thanks so much in advance for any reply, gr Robin
Block Hours Contract
Can anyone help? If we have Customers who purchase block hours support can I have a field on the Customer record (or contract) with the total block hours purchsed and is it possible to relate the worklogs for that Customer to deduct the hours automatically? Or possibly another idea to achieve this? Many Thanks
Servlet xml format
I am wanting to add some requests via the servlet API, but am not sure of all the correct xml tag names for each field. Is there an official listing of these tags?
Redirect port 80 to 8080
Our server is setup on port 8080 and working. I would like port 80 to forward to 8080 so users do not have to enter the port. What steps are necessary to configure this? Thanks.
How to handle multiple cases dealing with the same problem?
I was wondering - how do other people approach having a big IT issue reported by many users? Say I have problem X and 25 users create a case. What I do now is the following. I don't want it so those 25 cases are shown together with my other cases. That would clutter things up. I still want to be aware of the problem though. I've tried merging all cases. When I do that it seems it's only the user in the parent case that gets emails about what happens in the case. I can put the other people in the
Email Notifications To Specific Requesters
we have imported our list of requester s. They all have email address's. i can see i can email the requester when a new ticket is created/closed etc. my query is: not all our requester s want an email each time a ticket is created, only some do want the email can i have it so SD will only email the requester s i choose without having to remove the email address's from the requester s who do not want an email?? or is it all or nothing? suggestion: have a check box for email notification in the requester
Service Desk Plus | Change Template under Service Catalog module.
Hi Manage Engine I will like to know if there is a way to Change Template under Service Catalog module when the user used the wrong template. Actually, this option is under Incident module
automatic asset import
Good Day! Is it possible to automate import of assets (monitor, printer etc.) between SD and other database? We have another program that keeps track of hardware and we want to have up to date synchronized information from it without manual importing from CSV but directly from one database to another. If not, maybe someone knows which tables and columns of a database are involved in import of CSV file? Thanks.
Duplicating Approvals
Hi, I have an issue where a number of approvals are being sent twice. Out of the two that has been sent to the approver, only one can be accessed. We receive the following error message within ServiceDeskPlus "Invalid Key : Key could have been changed manually or would have been an old one". When looking at the java script for both, the keys are different, shown below; javascript:NewWindow('/approval/Approve.jsp?MODULE=Request&KEY=142123422413786984191951421234224137869841919517023991151580382011389152&ITEMID=54619&woID=54619&FROM=HOME','Approval','700','500','yes','center');
Reservation system - laptop/beamer
Hello All, First off all I don't know if I'm on the right place for this question, so if I'm wrong I apologize. I'm looking for a reservation system for beamers/laptops. A selfservice system, if a user needs a laptop they select the date and time and the reservation is done. The system must be able to see if there are laptops/beamers available. So we don't have to look every time to lend the equipment out. We also want to know which user have booked a laptop/beamer. Does ManageEngine has a product
Tasks question
Hello. Is there a way to assign a task to a requester? or is can they only be assigned to a technician? Thanks in advance!
purchase order items
hello i need the approver of the PO to pick the items to be purchased, is it applicable in the software?
Personal Signature missing in email replies
After my last upgrade, from 8.204 to 8.213 our personal Signature is not showing in our email replies. Is there something we have to do or is this a bug? Regards Reidun
Non Login Technicians
ServiceDesk Plus Technicians Don't Always Have to Have An Account You Know There is sometimes a situation when you have a staff resource that needs to be notified of activities in ManageEngine ServiceDesk Plus but would never actually have access to login to the console directly. I'm thinking of the case of remote service engineers or perhaps facilities management maintenance staff. Whilst these individuals would not require, or need, a login account to ManageEngine ServiceDesk Plus it would still
Case closed notifications
SDF-43514 : Earlier users included in the 'Email Id(s) to Notify' field will be included for Request Acknowledgement, Resolved, Closed notifications. But for requests created through email, the email CC recipients will not be included in those notifications. Now Request Acknowledge, Resolved, Closed notifications will also include Email CC recipients. Note : If those notifications should not include the Email CC recipient, it can be disabled in database table 'GlobalConfig' for the entry (category
Add New Translation
Hello, The translation feature allows us to modify existing text of english to another language, in our case 'Arabic'. We however have added lots of categories and sub categories. So in the request form they show up in English. Now is there a way to translate these new words in Arabic. Im sure there must be a way to add new words to the portal and its respective translation.
Email all technicians when request submitted via email?
Is there a way to notify all technicians via email when a new request is submitted via email? We're using SDP 8210.
Understanding Service Categories
Service categories - what are they? One of the really nice things about ManageEngine ServiceDesk Plus is the fact you can create templates for creating requests. This helps an IT support department to define commonly reported issues and typical user requests. The fact that you can pre-define the required fields of the request improves productivity and consistency of reporting as the technician is not having to enter this data for themselves - after all ten support technicians will most likely enter
Date format changed after update, 8213
Date is now in DD/MM/YY, would like to switch back to MM/DD/YY
How to: onhold requests autoopen at specified time
We're using tech auto assign (balanced loading). Load Balancing: The number of requests that are In progress and assigned to a technician is taken as the load of the technician. So on selecting this model, technicians with the least load are assigned to requests. e.g.: tech 1 have 3 requests (6 long requests, with time duration - 2 weeks) tech 2 have 5 requests (5 small requests) when new request is registred it will be assign to tech 2. after some time, tech 2 will resolve all his requests (because
Auto close requests
It would be great if we have an option to autoclose request if requester didn't answer on our reply. Sometimes request is created by user, when trying to get some more info, user disappear and no one answers to or replys. So we need to automate process..or just make notification that request is open for ... long and no one answers.
Resolution emails
Hello, When a request or incident is resolved, can you have it set to automatically email an external email address e.g. a vendor? Reason being, a vendor would like to be notified everytime a certain type of software request is resolved. I've looked under Business Rules, and in the Resolution Tempates - but the only way I can see how to achive this is to manually populate the Email ID: field in the case before it's resolved .. which is not ideal, and can easily be missed. Is there another
Project-Related tickets
We are looking at the Project Management module for ServiceDesk. A very critical component of this is time tracking. Can our IT staff, that use ServiceDesk, mark tickets as part of a project, and have the work logs for those tickets roll into the project time? Thanks, Dave
Using the API
I have a question about using the API for Service Desk Plus. Can I use a C# application to add requests? Is there any C# sample code that I can have a look at that anyone knows of? Also, can I just construct a string with parameters and then pass this string to the http://assist.optimation.co.nz/servlets/RequestServlet http address?
Should I be able to associate more than one PC to one license ?
If I correctly understand the Named User License I should be able to associate une license (Named user license) to more than one PC if the PC is associate to the same user. Software with license per user can install the software on more than one pc, I currently cannot do that Please help Frikdel
Servicedesk plus - issues
Hi, We're using SDP for almost a year now. Works fine, except from the issues and bugs. I don't have a (big) problem with bugs, if they are getting solved. The problem I have is, with every update/hotfix that we're installing, we're getting 4 or 5 new issues / bugs.. I don 't know what's the testing procedure is before releasing a now hotfix, but I think some hotfixes are not very well tested. Now, we've installed build 8213 and we've already send 5 new tickets to the support with new issues since
Vendors Missing After Update
We recently updated our ServiceDesk Plus app to version 8.2.0 Build 8213 and all vendors are missing when adding new equipment under Workstation.
Customised Self Service Portal content
We've often been asked by our customers about customising the Self Service Portal in ServiceDesk Plus. If this is something of interest to you take a look at our blog post below... http://set3manageengineuk.blogspot.co.uk/2013/11/make-servicedesk-plus-self-service.html It would be interesting to see what wonderful/interesting information you might put in your Portals so please share your ideas with the ServiceDesk Plus community? All the best set3 Solutions
Is it possible to delete the right panel for users?
Hi, one of my customer asked if it is possible to completely delete the right panel for users. See the attached picture. Regards, RD.
Mail Fetching died
Our Mail Fetching has died. Message in log file; Module = MAIL_FETCHING Occurred at = Thu Jun 12 15:15:49 PDT 2008 Probable Cause = "Mail fetcing is delayed ....due to start time and finish time is ZERO" Performed by = SYSTEM We need this fixed ASAP, please. We are running 7015 on Windows 2003 with MSSQL. I have sent an email including our logfiles and have also left a voice mail message with your tech support department.
Do not log job for email address
Hi All, Is it possible to stop service desk from logging a job if it receives a request from a certain email address? Also how do I force service desk to log all jobs to a particular group i.e. any emails that come in assign to IT Support. Thanks
additional fields
hello i need to add additional fields that can be a parent to a child field. same as category is parent to subcategory
Unique asset name restriction
Hi, Just trying to guage if other people also have issues with assets having to have a unique name. There are other fields which could be unique e.g. asset tag or serial number field. For me it makes sense as when I want to view assets associated to a user it would be a lot easier to see 'Laptop, Phone, USB Stick' rather than '01234, 056324, 015987' or 'USB Stick1' etc
help desk url
i want to change Help desk url by http://servicedesk:8080 to http://myhelpdesk it is possible, if possible how i can change Regards
PO vendors
hello i have multiple vendors for multiple products to buy, so how can i make it in one PO
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