Business Rule not working
Hi, I'm testing the service desk functionality, I'm configuring 2 business rules but they aren't working. These rules are site specific. Rule 1, if service category is infraestructura fisica (custom service) assign to technician facilities Rule 2: If service category is sofware assign to technician IT. I also have tried to put the rule in place in to group Neither options are working. The rules are enabled, and the techincians belongs to the same site than the rules. When I create a
Is there a way to integrate or add, Notes option while assigning a ticket to a technician?
Hello SD Team, Is there a way to integrate or add comments or notes option while assigning a ticket to a technician? I have attached the screen shot for better reference. Please check and do the needful. Regards, Praveenkumar Ravichandran.
Task group assignment different than request group assignment
Is there a way to allow technicians to view requests that are outside of their assignment group? Often times a group is assigned a task but they would want to click/open the parent request to look for additonal information that could relate to the task. Currently if the parent request is assigned to another group, then the technician gets a "out of scope" message. thanks.l
Enable botton "More assets" in the request user (normal user)
Hi, This button i can see only in administrator user, how do I enable for all users
Internet Explorer 10 support
Hi there, Could you please confirm as of when ServiceDesk Plus will fully support Internet Explorer 10? Best regards, Demetrius
service desk
sir i want one help . I already create one technican. Suppose if login to technical id, it show all pending calls instead of login id calls. How to control the only view login technican id calls in service desk plus pls help us. thanks in advance. regards shakthi
Schedule tasks to appear in technician tasks
Dear Forum, I would like to know if it is possible to schedule technician task like we do with preventive maintenance task. However I need these tasks to appear in the tasks section for the technician daily or weekly. For example i would for a technician to receive a daily task to check backup. Let me know if this is possible.
Prevent maint tasks templates
I want to create a template to use for preventive maintenance tasks. I only want it to be used for prevent maint tasks. I created an incident template called preventative maintenance tasks. Even though I have not given anyone access to it, technicians can see it. How can I create a template I can use only for scheduled prev maint tasks, and not be used by any users?
Asset Lease Date Expiry Notification
Is there any way of setting up an email notification for when the lease date on assets run out? If not could this be looked at as a possibility for a later version.
Different categories per user group?
Hello, I was wondering if it was possible to show a user only the categories that apply to him/her. For instance, if a person uses software solutions A and B, they should only see the categories A and B when submitting a ticket. I tried to solve this with user groups but didn't find a way to apply such a rule. Thanks in advance!
Tab Name change
Dear Any Possible to be change the TAB Name in ServiceDes Plus? Example Contract => AMC CMDB ==> All ITEMS Advance Thanks & Regards Kodi
Block the creation of clients if they're not in AD
Hi all, I'm using SDP 8.2 (8208) and I have all my clients and technicians sync with AD, but I'd like to know if it's possible to block the option to create a local user on SDP when you write in a ticket a client that doesn't exists previously. Thanks!
Remove resource from a form
How do I remove a resource from a service request form?
Ayman
In Asset Management, we need one field that is sequential and controlled by system for assets added. Asset Tag field or a new custom field can be but need it to me completely managed by system. similar to ResourceID which is hidden and can not be used. thanks
SLA Notification
since upgrading to 8.2. we are getting SLA warning notifications on tickets that were closed before the upgrade. Is there a way to resolve this?
SLA Notifications
Since upgrading to 8.2 we are recieving SLA warnings on tickets that were previously closed. how do we resolve this?
Creating a 3 level sites organization
Hi There, I'm new to ServiceDesk Plus and was wondering if someone can show me how to create an organization with 3 levels such as: Regions/Site Group/Site. Thanks for your assistance Patrick K.
Tasks not being created
I've created an incident template, which has a task associated with it. I've created a preventative maintenance task, which uses this incident template. When the scheduled time occurs, a record is created, but the task associated with the template is not created.
Service categories in Requests view
Hi, could you tell me why in the Requests view I can't set "Service category" column? Only Category or Subcategory... I have a few Service categories, such as "Service request", "Presales request", "Internal request" and I'd like to see in the Requests view which type of service it is, but I can't see "Service category" in the view customization. Thank you in advance. Regards, Kuba
Change the Requester Details shown at the top of the Request Template
At the top of the default request template there is an area called "Request Details". This displays Requester Name, Contact Number and Department. We want to be able to add in additional Requester Fields to this, but cannot see any way to do this. Is it possible? If so, how? Thanks Trevor.
Multisite configuration
Hi All, I'm new to Service Desk Plus and would like to know how to configure a multisite Model with 3 or more levels such as Organization, Region, Group Site and then Site. How can I do that? Thanks Patrick K.
SSL
Anybody know if you can set ServiceDesk up to use an SSL connection? We recently had an IT audit and they ding'ed us on that
Connecting with Mondago
Mondago is an app that would connect our VoIP phone system to third party software to enable us to auto open/populate tickets when someone calls into our call center using ANI technology. Would this work with this product?
Some issues with 8207 we are experiencing
Hi All. Just wanted to provide some feedback on the current 8207 version of service desk plus. We had upgraded recently from 8016, and immediately noticed some changes that were, although small, made an impact to how we operate. One of the biggest problems we have is with the Work Log. Since the Work Log has been moved in to tasks, its made things quite difficult to keep track of what's going on. Back in 8016, we could read the complete work log entry in its entirety from start to finish. With
Business Rules
Hi, Have an issue with a business rule by email. Have it set up if subject contains "till" or "register" that it will be assigned to a tech. However an email comes in with a subject that contains "still" the call is gettiing logged to same tech. Any way around this? Regards Keith
Enable "Pass-through" Authentication final step issue ??
Hello My Dears, I installed new lab as this steps exactly as my this post I published to let you see it over my blog. http://hanymc.wordpress.com/2013/05/19/manage-engine-service-desk-plus-installation-step-by-step/ then going to integrate with Exchange POP3 Server as this http://hanymc.wordpress.com/2013/05/19/part-2-manage-engine-service-desk-plus-exchange-2010-integrations-pop3/ then integrate with SMTP server as this http://hanymc.wordpress.com/2013/05/19/manage-engine-service-desk-plus/ then
Service Catalog Form LOST
Made an edit to a Service Catalog "Service" and it then dissappeared (version 8.2.0 build 8208). So I went to recreate it, but claims that a template already exists by the name. So it would appear to be int he system, but can't be displayed. (And no it is not a grayed out disabled item.) How do I find and get it back? -Les
First line resolution rate
Hi! We are looking to report on 1 line (1st level) resolution. The situation is that not all requests passes (some are mailed in directly to specific supportgroups) the 1st line Servicedesk support group so we need a filter to just look at tickets that has passed via the 1 st line and/or logged at 1st line and then resolved/closed by 1 st line supportgroup. We need to filter out request created in 1st line or at some time has been placed in 1st line and disregard ticket created directly to specific
Color title in SD+
Hi! I propose to change the default color of the title in prilodzhenii to black, as the blue color is seen through the eyes of a very badly. c:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style\ File: sdStyle, Line: 12039 tableComponent tr td.fontBlackBold a { color:#000000; font-weight:bold;
SOLVED: Can I merge a requester with a Technician?
I have been using SD+ for years and have thousands of requests and notes with my name on it. We only have a 2 technician license and are using both of those. Now that we have the cool new app, I'm hoping to log in with my AD credentials. Is there any chance I can merge my requester account (that is AD based) and my technician account (which is local authentication based) so I can make use of the mobile apps? I basically just want to remove the local authentication from my technician account and
Mutli SLA for different sites
Hi, Is it possible to setup Multi SLA for different sites? Some of are sites need a different SLA Thanks Kris
Does SD+ work with Exchange 2010
I have looked over several Forums and Google searches. After the latest 8.2 my outbound email stopped working as well. Any ideas would be welcomed. Thx, Justice
Due Date on tasks
When creating tasks we noted the "Due Date" field in the upper right corner is noted as "N/A" and does not seem to be editable. We thought that it inherited the DuebyDate from the Parent request but that didn't work. How do you edit this field?
create solution
Hi i created solution by office word and copy /paste to solution segment,but after save and public it for requester, alignment of contents does not view as in word office ,therefore my solution contents see in uncomfortable view. now i would like to know which editor use to have best view of content in solution segment. Regards, Mahdi
Auto-assing workstation
We have several workstation that we are going to scann. What is the best & quickest way to assign the workstations to users \ Requesters? Other that going manually through every workstation and selectg the state to "In Use" and a user \requester. I remember that there is some kind of feature to auto-assing the last logged in user but could not find the setting. Or info how it works. Regs lakend
Email forwarding question
Hello, I'd like to know if there is a possibility to achieve following tasks in ME SDP 8.2: 1. I'd like to have a separate email addresses for incoming and outgoing emails. For example, I'd like to send emails from servicedesk@mycompany.pl, but I'd like to recieve requests (from clients) on, for example, ticket@mycompany.pl. I don't know if this is clear, so let me explain: Client is sending a request on "ticket@...", a technician replies from the system application (servicedesk@...) and when customer
SD+ Win 2012 and MSSQL2012 Compatibility
Hi, Is SD+ supported on Server 2012 and MSSQL 2012? Thanks, dol
Open requests past dueby date not being flagged overdue
Hi, Open requests that are past their dueby date not being flagged as overdue. See attachments...
Error During Backup
I receive an error during backup. This is causing me not to be able to upgrade Here is the what I receive: Starting.... Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData :: {RELEASE={version=8.0.0}, BUILD={number=8027}} Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rebrandData :: {OPMANAGER={name=OpManager},
Requests randomly deleted
Hello, We have had a few requests recently being randomly deleted when technicians are working on them. Once technician was writing a reply and clicked 'Send' on to be told that the request had been successfully deleted. After checking the logs it does state that the technician deleted the call but he had not. There have also been a number of other occurrences of this with technicians completing other things. We have not been able to replicate this and have no system logs from when this
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