Custom filters / View for Group requester
Is there a way to create a Custom view / filter for Requesters who can see their Departments requests? Cheers, Florian
Linux/Unix Asset scan script
Is there a version of the Asset Scan Script for Linux/Unix? ( like ae_scan.vbs for Windows ). I am running ServiceDesk+ Pro Ver 8.0.0 Build 8013 Tim Bernhardson
Importing Sites
Hi, I am trialling SDP for our Service Desk; going through and setting it up to see what we can and cannot do with it. The import feature from AD is working well for me for users and machines but I am dubious about setting up sites. We haver over 500 sites in our organisation and I do not relish the thought of setting them all up by hand. Is there a way to import sites using csv? I cannot see an obvious method to get around it but if anyone knows if it's possible that would be great! Thanks,
Install service desk on debian 7
hi... I want install service desk on debian 7: Is that possible install on it? IF YES please guide me step by step and what Prerequisites? Thanks...
Will ServiceDesk Meet My Needs
I run a small town computer service. We do computer repairs and service, updates, etc. I have around 50 clients with about 125 machines between them. Can ServiceDesk me used with these clients? If yes, what do I need to do to allow them access to create a ticket? Is there a client program that would sit on their computers that they would use to create a ticket and allow me to access their system, or would I just be using this to create a ticket only? Anything that can be used to speed up the
Where can I download service desk plus version 8211
I have a problem loading the server but have the database intact and need to reinstall version 8211 where can I download this version from
SNMP Asset Scan
I see various posts asking for this over the years and have spent a while trying to setup the Asset module in the best way but this will be oh so much simpler if there was SNMP support in the scanner for Service Desk Plus. It may be its in there now on a newer version than I am on - please tell me it is ? I am on 8.1.0 If it isnt in there yet anyone else got any tips and tricks on how to get the asset DB best up to date and accurate as to what is on the network ? Barry
SDP-email spam filter
hi, I'm trying to set email filter in order to avoid automatic ticket creation, but when I set a spam rule, then i loss email sent from users how can I retrieve them? thanks simona
Error in Installing ServiceDesk 8112 with mysql back-end
Hi I have installed ServiceDeskPlus 8112 on debian 64bit. After installation, I ran "changeDBServer.sh" in order to change database to Mysql. after that, I execute "run.sh" script to start application. unfortunately I got this error:getting a java io.IOException ManageEngine/ServiceDesk/mysql//bin/mysqladmin: not found Thanks for any help or guidance
Purchase Approvals Problem
Hi! On Home tab are presented Purchase approvals to take action, but I already approved all these purchase orders, I see that these orders were altered for another person, after my authorization. If I try again approve these orders, I can`t do that and its showed the following message: "Purchase Order is already approved by you on 25.04.2013 with the below comments" What I do to solve this problem? Thanks Miguel Alessandro
Does the strictest SLA apply?
Hi there, Let’s assume we have Category = X, Subcategory = Y and Item = Z and we have configured 2 SLA’s: SLA 1: Item is Z => response = 1 hour and resolution = 1 hour SLA 2: Subcategory is Y => response = 1 day and resolution = 5 days Whenever a request is created with Category = X, Subcategory = Y and Item = Z which SLA will be applied? Since there is no execution order for SLA I wonder if the system will apply the strictest SLA. The issue is that I am not able to define SLA 2 as Subcategory
I can´t enable the Quick Actions drop-down menu and the reminders under Self Service Portal Settings
I don´t find where I can enable the Quick Actions drop-down menu and the reminders under Self Service Portal Settings. In the administrator guide says that there is an option to enable the reminders. The guide says "If you wish to show all your tasks as reminders to the requesters then select 'Yes' radio button else select 'No' option. The reminders will be shown in the home page." but I do not saw this option in the page. Someone help me telling me how I can enable the Quick Actions drop-down
Access to technician to change profile
Hello, We are using servicedesk plus 8.2 version. In admin user view Under General there is a self-service portal settings and the administrator can set the requesters to edit their profile and view their profile in requester details option. Likewise where this option is available for the technician to edit his profile.So if there is any change in technician contact details he has to notify the administrator to change his profile everytime ? Regards, Rajeshkumar Srinivasan.
api scheduler
hello can api mark a leave for a technician hence assigning a backup technician
how i can send sms notifcation
hello i want to know company buy sms work with servise desk plus and where i can put configuration in my server bulk sms give to me iam in ksa just example for company need and example to put information for servise provider
Which AD field using LDAP import matches up with SITES?
When doing an LDAP import which AD field on a users account will import to populate the Site field in Servicedesk Plus. Thanks so much for your help in advance
Assets: Scan Summary Session
Is there a document that fully explains how to interpret the results displayed on the Assets tab. The Workstation/Server Inventoried and the Workstation/Server failed during the last scan is very confusing. In addition, the Workstation/Server not scanned in the last 7 days isn't clear. A document or video that explains how to interpret the Assets tab would be very beneficial to SDP Administrators/Technicians. Does any one understand this page and can share some light? Thanks,
Smarter task templates
Hi Team, I was wondering if there's a way to replicate information of a Service Request on a task that is created within that ServiceRequest using variables or a similar method. A customer is asking if the only way to get some of the information of the service request to a related task that may be on the template, is to copy and paste, or if ther's a better way to make this automatic. This should be a very useful feature. Thanks in advance. Regards,
How to delete Assets
I imported some Assets this morning from a .CSV file. The assets did not add to the group I wanted them to; instead they were added as separate assets under the 'IT Assets' section. I want to remove these manually, but each time I try to delete one from the Admin>Product Type menu, I receive the following error: FAILURE :ProductType is being used by a module. Hence cannot delete it. How can I remove these? Thanks, jhowe
Version 8.2 Change management
What happened to the change management enhancements promised for this version?
Missing Variables for notifications.
Hi. It seems that I am missing some variables for notifications. Please help me find Variable for : Completed date Time elapsed Thanks SD Version: 8.2.0 Build 8212 Regards René Iversen
Service Category icons
Just a quick question. Is there a way to customize the icons for user created Service Categories? All of the premade ones like Network, Internet and Hardware have meaningful icons, and any categories that we make just have the generic "no icon" icon. Thanks
Change List of Products' Product Type
I have a list of products that I want to change the ProductType. Is there a command that I can run to change these products' ProductType all at once instead of selecting individually under Admin/Products?
Create a separate mail account and alias it to this mail id
Dear All, Greetings! Please find me a solution. Whenever the User send the email to itsupport@dot.com once the ticket created, after few minutes the email is getting automatically deleted from the mail box. The Service Desk Team has mention the following term on the mail configuration page. “Create a separate mail account and alias it to this mail id” How to make an alias email to the existing account thru the separate account?
Duplicate requestors
At our location, we are having a problem with Service Desk Plus creating entirely new requestors even though the requestor already exists. Unfortunately, we have a number of different systems that the user can have a ticket submitted through and there is nothing we can do about that. The problem is that sometimes the user's name will be slightly different from one system to the other. For example, a requestor would be listed as "Joe" in one system and "Joseph" in another. Both are correct, but
Many requests
One question, can't understand how to make it work. If we have an incident, ex. Server is down, users's write email to support (service desk) - 10-15 requests generated. But we know, that the main reason why they can't work - server is down. So the question is: How can I combine all the requests in one BIG request with HIGH priority? I don't need to resolve 15 small requests, because it disorts all statistics.
software license that covers both 64-bit and 32-bit version
Hi there, Just wondering, how to treat the same software that runs both 32-bit and 64-bit with the same software license? Here's what happened: we've added a software license for MATLAB, this software has a separate 32-bit and 64-bit installation. and we've installed both version (32/64 bit) on a client's computer. after doing the scans, I've set the MATLAB and MATLAB (32-bit) as managed - also set the MATLAB as major version so we see only one entry. after creating an individual license for MATLAB,
Remote desktop with TeamViewer
Hi. I can read its possible to remote control computers via ServiceDeskPlus 8.1. So it say here: http://www.manageengine.com/products/service-desk/remote-control.html It also state under admin, that you can put in your own remote desktop software. I fail to see how I cen remote control, by default. Ive choosen an asset, but I can see no "remote desktop" option. Can you help me point out how I configure this? I would also like to use TeamViewer, since all our clients already have that software
Can the Agent create new asset?
I'm moving towards using ServiceDesk Plus for my asset management, and trying to figure out how it will fit into our workflow. Right now we have the 1.0.15 agent deploying through GPO. I have Scan at Boot enabled, and can see from the registry entry that the lastscantime is recent. However, I do not see this asset within the inventory. Is it possible for the agent alone to create a new item within the inventory, or is some other action (manual "new", scheduled scan) required first? If the latter,
alert when a new computer(asset) is added automatically
it is possible to add an alert by email when a new computer is added automatically on the schedule scan ???
icon request creator
hello there's a small icon next to the request creator after opening the request, what is it for?
Change Category Template Components
Hello guys, at the home page of ServiceDesk Plus you have the Category Template which contains : Application login, communication, email, hardware... etc. How can i add a new IT Service to appear on the drop down categories menu? I added a service at IT Services List but there´s not that much to do over there, rather than changing the title ( i changed Communications to Comunicaciones ) but the new service did not appear. I know i did not explain it so good, but maybe its enough. Thanks in advanced.
Notification on Escalation not customizable??
Most of the notifications can be customized by the administrator. It seems that the mail sent during the escalation procedure is fixed. Biggest disadvantage is that there is no link the the request. Also the technician is not listed in the mail. Is there a way to change the layout of this notification?
DueBy Time set incorrectly by one hour plus or minus when edited across US Daylight Savings time change
There a problem with the programming code for the time on the DueBy field that is either automatically adjusting (or possibly failing to adjust) to correct for Daylight Savings changes. I noticed it because I have several requests that I set last week before the US time change on Sunday Nov 3. I set them to 17:00 (5 pm) on various dates in November and December but now they are all displaying the due time as 4 pm. Here is a scenario to reproduce this problem on any existing request in a US time
How do i get to asset details from "Problems" and "Changes"?
Hi, a neat feature of servicedesk is the ability of associated a "Problem" or a "Change" to many assets ("Assets Involved"). Unfortunately i cannot find any way to get to them. If i click on the "Asset Involved" section it allows me just to change the assets involved. Furthermore the adding asset wizard lack of searching functionality. Our customer has 2200 assets and abviusly he has problem finding them. What can be done about that? Thank you
Exchange in conjunction with SDP
Is anyone using Exchange with SDP? We've been told that it works and have been given some kind of documentation saying so, but the fields aren't available to edit. We're coming from a spiceworks installation that attaches to our helpdesk e-mail. When new e-mails are received, SW pulls the e-mail and creates a ticket out of that e-mail. Is this functionality available in SDP?
Software Module for new implimentation
Hello, This is my first post here. I'll try to be specific but I'm am new to ServiceDesk. Our company has roughly 175 PCs and laptops throughout the facility. We've deployed the agent and scanned all of the systems. Yesterday I was starting to work on software and making sure that the proper license codes are being allocated to the right workstation. I decided to start on our Win 7 installs. I went to scanned software and moved Microsoft Windows 7 Professional from 'unidentified' to 'managed'.
Asset scanning of Chromebooks possible?
Our district will be receiving roughly 9000 Chromebooks in the next month or so. We were wondering if anyone was able to successfully run an Asset Scan on them from ServiceDesk? If not, has anyone found a way to scan them with the Linux script from ServiceDesk? Thanks, Alex
technician not available
hello when i create a service request in the designer and continue to the workflow configuration and create a task i do not see the technicians that i have in the the list of technicians
Sharepoint integration
When we can have sharepoint integration with service desk plus? Is there any timeline defiined>
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