Prod & Dev
We are looking at running both a Prod and Dev version of ServiceDesk so that we can apply patches to the Dev before going live with them. I was wondering if anyone else has done this? And if so do you have to buy a second license?
SiteAdmin cannot edit technician on the same site
Using Servicedesk Plus Build 8204. Site admins cannot edit the technician for updates. Please see image: Please advise
Notification Issues in Trial Version
Not receiving notification email from Manage Engine.
MSSQL DB backend, MESD transaction log fills HDD
Over the last few weeks we have noticed strange behavior with the transaction logs for MESD. We are using MSSQL 2008 for the DB backend. This was originally configured back in November, and has been working fine until recently. Not sure what changed, but it is now to the point where we need to truncate the log file a few time a day. We've seen the transaction log file reach 65GB on a slow day, which makes no sense. When this happens, the service desk all but dies - it loads up fine but no one can
Installed software on workstations report
We are looking for a custom report that we can query for a specific software package or part of a software name (wildcard). The report needs to be grouped by the software title, and list the workstations and the assigned users underneath that. We are running MSSQL on 7.506. I have tried some of the queries on this board, but nothing returned the desired results. Thanks.
Requested Doesn't Get Email
Hi, If I log a call onto the system manually via a new request form, I assign the requester on the form and then technician. The technician gets an email, but the requester doesnt Why is this?
Request Notification
Hi, I wondered if somebody could help me. Is it possible with the system for it to send an email to X address if there is a new request that has not been assigned for a period of time? Thanks Paul
Servicedesk and Desktop Central
Hi, I have been using Desktop Central for a while now and it has all my assets and software licensing in it. We have just started to use ServiceDesk Plus and I don't want to have to maintain two seperate asset and software licensing lists. Are the two integrated in anyway to prevent this and if so how do I setup? Thanks Paul
Exchanging tickets between two ManageEngine helpdesks
We have ManageEngine Servicedesk plus, our supplier (who we exchange a lot of tickets with) also uses ManageEngine has the MSP version. We are currently exchanging tickets between the two of using using email as the interface, but it is not without issue, as they already have access to our network and we are both using similar ManageEngine products, is their a richer way to interconnect them?
Over due flag is not appear
hi I've servicdesk 8.1 and all calls when it become over due no red flag appears beside the status .... any help thanks
"Acknowledge requester by e-mail when the request is updated" Does not work properly
This notification never works properly. When assign a technician, and I can see in the history that the request has been updated, the requester never gets an email notifying them about the technician assignment. It's not until the request is closed that the "request updated" email goes out, so the requester ends up getting 2 emails at the exact same time; one saying it's updated, one stating it's closed. Why won't the ServiceDesk notify our requesters when a technician is assigned? We want it
I am still unable to clear the "PO Approval" issue
Hi, I read one of the comments regarding approval of PO and ensured that all of them are addressed. I am still unable to get the PO approved by the approver. It always shows the message "You cannot approve this PO". Please suggest.
Number 0 in a pick list
I added a new field on the default request template, and one of the options in the drop down menu is the number 0. ('0' just zero, no quotes nothing). But whenever it is selected in a new request, the value goes back to 'Not Assigned'. Can this be fixed?
Scalability
According to the fact sheet ServiceDesk Plus can handle up to 750 Technicians Unlimited Requesters 4000 Requests per day 7000 Sites 35000 Groups 30000 IT Assets Does that mean we will not be able to add more than 750 Technician licenses? Demetrius
Asset movement
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPos or switches as most of my asstes have gone into workstation? Thanks Keith
Responding to a notification from a change
When a notification is sent out from a change and someone replies back to it, a new ticket is created instead of putting it in the change it was sent from. Is there a way to have it go to the change so the person that has the change sees the response back?
Question regarding the automatic closure rule
Hi there, We have our system set so a request is automatically closed after 2 days (if no further response is received from the end user). My question is this: Is the 2 days, based on business working days i.e. does not include the weekends - or does it include non-business days? Example: If I resolve a request on Friday at 9AM would the call close itself on Sunday at 9AM or Tuesday at 9AM? Thanks!
Groups not receiving email notifications
We're having an issue with group email notifications. Group members are not receiving notifications when a request is assigned to the group via mail fetching when it is sent from a technician. However, notifications are being received when a request is assigned to the group via mail fetching by a standard requester. On the Notification Rules page, under Technician Notifications, "Alert group members by e-mail when a request is left unpicked in a group" is enabled. Has anybody run into this problem?
Asset Query
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPos or switches as most of my asstes have gone into workstation? See attached picture. Thanks Keith
Asset movement?
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPOS which I have setup asmost of my asstes have gone into workstation? See attached what I mean. Any solution would be great. Thanks Keith
auto pick-up
hello, i am technician of desktop support group and i want to know, is there any third type software or something which will make pick up of the ticket\request which will be assigned to our group, thank you and waiting your replies
Template for 'Submit for Approval' on request???
I am on build 8205 of ServiceDesk Plus. I was wondering if there is a Template for the email that gets created when you do the 'Submit for Approval' action on a Request. I haven't found one and we would like to modify (slightly) the text of what is sent to the approver. Many thanks, EJ
blue font on subject after update
after updating to 8.2 build 8201 some technicians tickets are blue font for the subject... only the subject is blue, the other fields such as ID, Due Date, etc are black. This appears to be in IE8... IE9 doesn't have the blue font. Of course some of the techs like it and others say its hard to see... just wondering if there is some fix or what caused this. thanks
Notes field in chronological order with the replies
Hi All, I'm new to the latest version of Service Desk. I like to add notes to incidents, these are mainly comments for my team to see (I don't mind the requester seeing them if they login). For example a user reports an issue with a printer, my team might spend some time trying different things and I then take a look and I might like to ask something like "Have you tried turning it off an on again) I would like my notes to show up in chronological order with the conversation rather than hiding at
Request List From ServiceDesk Plus API
Hi, I was wondering if it's possible to use the ServiceDesk Plus API to get a list of requests. Ideally I'd like to be able to develop a "Dashboard" that will give a breakdown of requests by technician and display the number of unassigned requests that could be displayed on a large TV in our helpdesk area. Looking at the API docs in the system itself I see information for pulling individual request data by ID number, but I'd like to be able to pull lists by Group and Technician. Mainly just
REST API Format
Hi! We are wondering which format if that is the case will be the road ahead when setting up API integration with other systems. Input Format 1 or format 2? Which input format is the on prefered one? "Note: Please note that the Input and Output XML formats have been changed. But for compatibility reasons, the Input operation will support both the formats. " Best regards, Jay
Clean build on MSSQL
Dear Support, Which build of SD do I need to install as a clean new build on a new server to be able to use MSSQL as the back end? The most recent install runs on PGSQL no matter which option you choose. Change to MSSQL is not supported? I guess I need to install an older build on MySQL or one where MSSQL works correctly from the start then upgrade it? Thanks, Dean
SLA Warning Notifications
Is there a way to configure notifications that a SLA is approaching on a ticket? I would like to be able to send out notifications to my technicians when 50% and 75% of the SLA time has expired and I would like this to be system wide and not have to set individual reminders on tickets.
Removing unused software entries
My software list is now running to over 4000 items, but I can see that a huge number of these are showing as '0' installations (ie the software is not installed on any of the PCs in our environment) Is there any way that I can easily remove any software with a '0' installed value (I believe this might be a feature of 'Desktop Central' but we don't have that software)
vendor deletion
If I delete a vendor, what happens to the purchase orders that were written for that vendor and any assets that were associated?
adding projects to dashboad
Hello engineers is there any plan at the moment of adding projects status to dashboard?
Moving from workstation IT Assets?
Hi, Was wondering how you can move assets from workstation in to say printer or switch list? Regards Keith
First response
Hi SDP Team, Good day! I would like to ask what is considered as first response for an issue raised from the application. So the SLA would not be violated? Thanks, Mark
Customize Dashboards in Service Desk 8
I love the new service desk 8 so far! However, the dashboard is just a little "crowded". I'm running a wide screen monitor at 2048X1152 and the dashboard takes up a very small portion in the center of the screen. For example, the technician names get cut off, like so: Eric Co.... Mark He..... And so on. Is there way to "stretch" the dashboard out? Thanks! Eric
Technician security roles
Can you add a row to the role based security definition for "requester"? It would be great if technicians could maintain user fields! The only way to do that currently is to make them an admin with "God" rights.
Change to AD Import OU's - impact on Technicians
Hi, Currently our AD import schedule appears to target the root of our domain. As such it imports all the disabled accounts which are kept forever in an OU separate from our Live accounts. Naturally we do not want these so I wish to alter the query by using the 'Import Requesters from Active Directory' function and selecting only our Live OU. I understand this will repopulate the Requesters but will it also trash my Technicians statuses? Further will it then perform the same query on the schedule?
Technicians Missing Their own Tickets
I have a handful of helpdesk guys who work in ServiceDesk groups so they have "Technician" rights in the Services Desk. These same guys enter personal tickets within the Servicedesk to other groups within our company for help. How do they view the tickets they personally created when they dont have access to those groups. When a non technician logs into the service desk they see all their tickets on the front page and can view /edit them etc. When a technician logs in they see the technician page.
administration AD for full export information to serviceDesk
Hello, What attributes in AD conformity attributes in SD in section "assets" (if i change workstation for view) - User - Department - site
Customer/client portal
New to SD but I am having trouble understanding how the customer/client portal is established, what information (URL) do we give the customer to enter their own tickets. Right now it looks like we have to build them with an account to enter a ticket - not what we want. Can someone push me to the right information on getting this setup properly? Thanks~
Status is changed in resolution containing an image
Hey, We have a little problem with the status field. If we add an image to a resolution (paste the image), the status is changed back to "Assigned" after clicking on "SAVE" even if we are saving the resolution with status "Resolved". Why is that?
Next Page