Advice on configuring multiple locations
Hello, I am beginning to configure a ServiceDesk instance and need some advice on how to proceed with the sites/departments. Essentially we will need to separate the sequesters for reporting and organization purposes. We are a department of about 10 technicians, and we service town users, and several schools. I have read a bit about this, and have seen a few different ways to do this. Should we configure each location as a site, or as I have seen recommended on here a couple times, as a region?
Hide technician on customer requests list
Hello, If we hide then technician on request form to requester, then customer requests list shows the column with "Not-Auth" value. Is it possible to automatically remove this column on requests list for all customers ? Thank you.
Expected release date for new Change Control module
Hi, I notice that the SDP roadmap change has been updated - http://www.manageengine.com/products/service-desk/roadmap.html Can you confirm in which release the new Change Control (incorporating workflow elements) functionality will be included in, and it's expected release date? Also, looking at the roadmap, it suggests the Project Management module will be included in a future hotfix to v8.1 - is this correct? Regards, Richard
Schedule automatic active directory imports from several domains
Hi, I'm using SD 8.2.0 (8208) and I'm importing the requesters list from several AD domains. I've activated the scheduling of AD, but here it comes my doubt. Does this job imports all the domains I've configured? Or just the last used? Thanks!
DueBy Date - Can I this in Business Rules?
I have created Business Rules that email Support Reps when their tickets haven't been updated in 2 days. I would like to have the ability to NOT request an update if it is prior to the DueBy Date. I would also like to be able to reference tickets on Hold, and as they approach the DueBy Date, send an email off reminding their owners they are on hold. Is there a way to do this that I have overlooked?
Solutions -- HTML ? Attachments ?
Is this coming any time soon ? I recently bought the product and this is really holding me up, "text" based solutions is nearly useless as everything I write I need to show screen shots of how its done ..
Notify user on ticket reassignment
Is there a way to set up ServiceDesk to notify the end user if a ticket is reassigned from one technician to another? We tried setting the option of emailing the user for ticket modifications, but it was generating emails for each time the category and other fields were set on an existing ticket.
Asset Costs-Bulk Update
I have loaded in a lot of assets. At the time I did not have the pricing information. I know what to add that in. I have added it to the product and vendor but it does not update the asset cost unless I do each one manually. How can I update the same price for all assets for a product?
Login URL
What is Login URL ?? Is that a url in which customers can login or something like the link in which the customers can log into portal ?? Kindly help me out ??
Active Directory User Import
Is there any way to exclude user accounts that have been disabled in Active Directory from being imported into ServiceDesk?
pass-through for 2 AD
Hi, is it possible to configure pass-through for 2 different active directory (no master child domain relation) from the same SD server? we have in our company 2 different domain with 2 different AD, i managed to import all users from both AD but for the pass-through setup i see only option to select 1 AD, is it possible to do it? we are using SD 8.2 8206 thanks
edit resolve time
hello i've some old requests undocumented and i want to document it now in the service desk, but it refers to work done in previous time and resolve time is prior to current time, but I'm not able to edit the resolve time???
Questions on Scheduled Scan
Hi, I have gone through the forums and haven't a definitive answe to the questions below. Can you provide me with same? 1. Scheduled Scan will only scan all listed domains and network ip ranges listed. 2. It will not scan machines that are not on the domain or network range, but have been put in manually and scanned using local credentials, e.g. Linux machines. 3. If I have specified OUs (leaving out specific ones) in my current manually-started domain scan, then the scheduled scan will retain
SR Form Design and intuitive task creation
Hi. Currently we have the ability to add resources providing check boxes and question options in the form design for Service Requests. The resources are useful from a read only perspective however have no intuitive connection to workflow or task assignments. Where tasks are added under the "Workflow" tab they automatically execute if there is a Support Group/Technician pre-assigned to them. The technician (achieved from the "role" based security) view on the form shows the resource options and tasks
IS RequestLink can be open without login ?
Dear ME Team, I want to know is RequestLink can be open without requester login ? Usually when the user got notification VIA email then without login into servicedesk are they able to open their request page which link is mention in notification email ? If yes then pls tell me how ?
Revert to standard edition
Hi. Is it possible to revert servicedesk pro to servicedesk standard and how can this be done? Thanks.
Disable Mobile client
Hi Support, Is there a built-in method of disabling the Mobile client of ServiceDesk? I searched and found a similar post from quite a while ago, and it was mentioned that this feature would be looked at in a later release. Has that happened yet?
Change Admin to requester
I have a license for 5 technician licenses. One of these is used up by the built-in admin account, which in my opinion it shouldn't. My account is also an admin account on SDP. Are there any issues if I change the built-in admin account to a requester, so I free up the technician license?
About Request SLA
Hi, If we have a SLA for a request, that should work only in Operational Hours. Would the time be on hold while we're not on Operational Hours?
Can you change at what time of day assets are scan for system changes?
Workstations seem to be scanning around 9 - 11 PM, can this time be change and how?
Cannot set group or department via API
Using the below URL I am able to create a ticket that has everything filled in properly except the group (The "localhost" and "apikey" are correctly inputted in the actual string) https://localhost/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=apikey&INPUT_DATA=<Operation><Details><requester>HowardStern</requester><subject>MoreInfo</subject><description>Icanhas</description><category>*Production Applications - Incident</category><subcategory>TUI</subcategory><item>Other</item><priority>P3
Allow Techs to add new product
I am wanting my technicians to be able to add new products into the program so that they can add assets (things we already have). When I give them Full Rights to Inventory, Purchase Orders, and Contracts, they still do not have the link for "New Product". It only appears when logged in as administrator. Any idea on how to make that visible to my technician role?
Close attached incidents with problem
Hi, We have multiple Incidents attached to a problem. We need to close those automatically along with the problem once it's resolved. How to do this? It seems that the Problem just closes and doesn't do anything with the Incident\requests attached to it. SDP version: 8.2. build 8207 (latest) Regards lakend
What parameter that I should add to change template while phasing parameter via URL
I want to add a new request by phasing URL with parameter and change template from default to another template How can I change template from "Default" to another template? Which parameter ?? HTTP://172.17.1.21:8090/servlets/RequestServlet?&operation=AddRequest&username=xxx&password=xxx&group=Middleware&site=yyyy)&category=MW&subcategory=VSS&SLA=Low%20SLA&description=TEST&request%20type=Service%20Request&impact=Not%20Impact&level=Request%20for%20information&priority=Service%20%2F%20Request&mode=E-Mail&resolution=VSS%20task%20completed&urgency=Urgent&requester=xxx&project%20name=xxx&system%20name=xxxx&technician=xxx&start%20date=05%20Jul%202013,%2000:00:00&end%20date=10%20Jul%202013,%2023:59:00&counter%20Measure=Add%20Check%20in%20Check%20out&subject=[AUTO_SR]xx%20Request%20Pivilege%20-%20xxxx%20From%2005%20Jul%202013%20to%2010%20Jul%202013&occured%20date=10%20Jul%202013,%2023:59:00&reqTemplate=4501&isOverwrite=true
hyperlinks in the description
Hi, I'm trying to update a old Service Catalog item to point users to Solutions instead of getting us to do some of the tasks in the request. eg. point users to a solution for managing outlook delegates, instead of our team accepting requests to change delegates. When I try put a hyperlink in the Description, they don't work when you then try use the form. Is there another way to have hyperlinks in a Service Catalog item? Thanks e
Technicians Report
Hello, Can you send me the SQL query please to extract this information as we are auditing access rights of all Technicians. Technician Name Site Department Roles Support Groups If Purchase approver or not We're using version 8.1.0 Build 8109 and MSSQL. Thanks!
Email notificacion to technician
Hi, Is there a way to notificate automatically to the technician when I create a new request? (The technician is assigned automtically in the template)
How to add Group filter to Query Report
I found a useful query report in the Frequently Asked Reports section - specifically "Count of Requests Created Based On Hour Range". I'd like to narrow the results to ONLY show the requests in the Service Desk group. Can someone advise? Here is the query that is provided: select DATENAME(mm,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Month',sum(CASE WHEN DATEPART(hh,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01
please help me
I am try to translate HelpDesk to my language , but after restart pc , dont effect my translate to system and come back to old translate. how to fix this problem?
Survey Resed email
Is there anyway to resend survey email if user missed that email or delete it unintentionally?
Cannot delete conversations
Hello to you all, We have a lot of errors on conversations that need to be corrected and to do this we need to delete some lines. Can you please tell us how to achive this? In most cases I only have forward button available. Thank you, Contametudo
I need to find How many SR's were closed and turned into CRs?
Our project has service desk plus with all data and MSSQL as backend, I'm not getting how do i find, how many SR's were closed and turned into CR's? I'm not able to find because I'm not able to find any relationship between these twos? Please if anyone has already worked on such a problem please let me know?
Service Desk Plus 8 Public access
Good Morning I have tried searching forums and could not find any news on how to make the service desk plus 8 open on the network, we have clients not on our network and need the service desk able to be open to them.
Integrating service desk with core banking application
I want to integrate the service desk (complaints) module of manage engine to the bank's core application such that some customer details on the core banking application can be pulled and displayed on mange engine.Please advise asap.How do i get the APIs?
Content variables of sms template
Hi, Is it possible to add or to find the variable "technician mobile phone" to sms template?
incident catalog vs. issue catalog
I know this may be a little OCD. but is there a reason why it is labeled Issue Catalog on the user side vs. Incident Catalog on the administrative side and is it possible to change one or the other so it is the same?
User not able to see service catalog
We have had service desk deployed for about 2 years now and everyone can see the service desk fine. Except,.. for a new user we just created to test things. Is there a time delay or something i need to set to make this happen? The user is a member of the site.
Edirectory site attribute
Were using novell edirectory for Ldap authentication of servicedesk plus, what's the exact attribute being used by servicedesk for site parameter. I read on other topic that its physicalDeliveryOfficeName and this attribute is availble on our edirectory but still site parameter is not filled when trying to import users.
Problems to add assets in a contract
Hello to all, last weekend we have updated SDP to 8207 build. Since this update, we have experience problems to include new assets in the active contracts. Sometimes SDP doesn't allow to find assets and take more than 15 minutes to show "search panel" after click "add" in contract. Sometimes SDP stop suddenly and we need to restart service to work again with application. This is a part of log when server go down: [13:59:39:404]|[07-01-2013]|[SYSOUT]|[INFO]|[31]|: here inside Login.jsp---->| [13:59:39:404]|[07-01-2013]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[31]|:
Stuck on Application Layer Started pls Help
Stuck on Application Layer Started pls Help Hello. I was unable to install the ServiceDesk Plus 8.2 appropriately. I have installed it on Win7 and WinXP. Run the application C: \ ManageEngine \ ServiceDesk \ bin> run.bat and all services up correctly on both OS run_bat.jpg The result of run.bat When I try to open the application in IE http://localhost:8080 not show any information. Run the application of C: \ ManageEngine \ ServiceDesk \ bin> changedbserver.bat and can connect successfully to the
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