Bulk Upload Solutions and Custom Fields
We are evaluating SD+ 8.1 currently and need to know if it is possible to bulk upload Solutions via .csv or some other method. A more complete question would be what modules of SD allow bulk uploading, Asset, CMDB, Solutions, etc? Additionally which modules of SD allow creation of custom fields? Thanks!
Pass Through Authentication Stopped Working
Hello, My service desk Pass Through Authentication was working fine until a few days ago. Every time I try to access Service Desk through Internet Explorer I am prompted for login credentials. When I enter my credentials it fails. After three failed attempts the service desk login screen then appears from where I can log in successfully. IE Version: 9 ServiceDesk Version: 8.1.0 Build 8110 Any help would be greatly appreciated. Thanks.
Restrict Columns Requesters see in Solutions
Is it possible to restrict or change the default columns that requesters see when browsing solutions? I'd like to default to the solution ID, Subject, and number of views.
Table of Translation
Hi, Could you please tell me what is the table for Translation of Service Desk Plus in SQL Server? Best Regards
MS SQL connection on SDP
Hello to all, could anyone tell use where is SQL login credential stored in SDP? Thanks in advance
iPhone App
Any special instructions to use this app. We keep getting the error "authentication failed" and I know we are entering the proper credentials. We use active directory to authenticate so we created local passwords as well just in case but still no luck using build 8017 of SDP
Make tasks searchable
Currently we use tasks on our requests. The only problem we have is when you search for things by keywords and that keyword is in a task then that task is not part of the search results. I would like for there to be a way to search and have tasks included in the results. Thank you Marcus IT Support Manager
MIBs in SDP 8
Hi I'm trying to scan (SNMP) a Big IP f5 load balancer. I've checked that the SNMP agent on f5 is listening at UDP port 161 and I've configured the correct read-only community string in SDP. However, my scan times out. I don't expect a problem with latency between my SDP server and the f5 as there is no firewall in between and the latency is very low (far lower than the 5 sec scan timeout). I read that SDP uses the standard MIBs : MIB-II (RFC 1213) and Printer-MIB Products like f5 have their own
Migrate from SupportCentrer Plus to ServiceDesk Plus
How can i move from data from SupportCentrer Plus to ServiceDesk Plus. Our company is growing and we feel the need to move to a more uniformed system.
SDP on Win Phone 8
Hi - Just picked up a Lumia 920, running the latest build of Windows Phone 8. The standard mobile client seems to work OK, but there's a bug in the full client that prevents it from being completely usable. The request tab will load fine. However, the drop-down to select "All Requests" or "Pending Requests" etc, does not work properly. Essentially you cannot scroll the drop-down to select any setting that doesn't show when the drop-down first comes up. When you try to scroll, the drop-down does
Implementation service catalog in service desk plus8.1
hello I want to Implementation service catalog section in manage engine service desk plus8.1 and i really need a complete sample of implementation service catalog in service desk. I want to implementation It services and business services. and i have a second question: can i use another services in one service?? For example in one business service i want to use another two business service and i want to report from them. Totally,what is the meaning of service in ITIL and how implementation services
Date/Time Stamp
Is there an easy and faster way to enter date/time into the body of the description besides typing it in? I could create a macro with another program to use for this, but it would be nice to have a button that did that for you.
Help with custom templates
Hello, First of all, thanks for your nice work. Here @ work, we are using SDPlus for incidents managment. We have created several custom templates wich work great. But, let'm imagine the following scenario : A customer calls us and talks about his problem. Here, we create an incident with the template "A" But, during the call it appears that in fact the right template was "B" If the agent changes the template from "A" to "B", everything that was written in the Description field is erased :/ Is
Export all ticket data and attachments
Good afternoon, is there a way to export all ticket data and attachments from the system into something that can viewed outside of ServiceDesk? We're using SQL Server with Service Desk Professional Plus.
Scanning VMware Hosts
How do I go about scanning an ESXi 5 host? The admin guide says you can do it but doesn't actually show how? What's required on the host side?
Contextual search for requesters
Hello. How can our requesters make contextual search by request's descriptions using search box on the left sidebar? In technician interface we can searching by description, but under requester's interface are able searching ONLY by Solutions Keyword. Is it possible to find requests if our requester does not remember, what he write in the title of request? In this case spot search does not help. Please help to find the solution.
Conversations
When a user fills out a a service desk "ticket", an email is sent to the technicians via Outlook. When inside the service desk ticket, you can reply to the user, that will then be sent to the user via Outlook. If the user replies to the service desk email, the reply will not show in the conversation list. How can we get it to show in the conversation? Also, How do we set up the service desk emails to be sent to more than one technician? Thanks, Ashley
Clean up or synch Requesters in AD
Is there a way we can sync our requestors with Active Directory? I have a bunch of old requestors in Manage Eengine, I know we can import the users but I would like to mark them to delete or inactive or something if they are not found in Active Directory? Is this going to be possible in the future if it is not now, or even cync to a distribution list that we maintain in AD. Thanks for any info Kevin Hardy
SQL 2008 R2 Supportred?
I see other articles talking about using SQL 2008 R2 but the answer always says 2008 not R2. We are running build 8121. Can we move our Database to a SQL 2008 R2 server?
Cannot find Desktop Central server settings tab
Hi in order to link Service desk plus and Desktop Central, according to the page on generating an authentication key you have to go to admin > general > desktop central settings on SDP (I cut and pasted the text from it below). I can't find it in our SDP general settings (please see screenshot). Does it need to be enabled somewhere else on SDP? please advise. We have SDP Standard 8.1.0 and Desktop Central 8.0 build 80035 Please let me know Regards, Kahthan Login to the ServiceDesk Plus console Click
Searching requests is slow
Using SD+ 8.1.0 build 8109, searching requests takes upwards of 15 seconds to respond with results. We're currently approaching 95,000 tickets in the system, however, we've archived requests before 2/1/2012. Is this normal behavior, or is there something we can do to speed this up? SQL 2008 back-end.
Minor bug - task variable
I was having an issue that when tasks were assigned, sometimes the link that was given went to a 404 error. I realized that for some reason it was putting http://servernamehttp://servername in the actual URL ... instead of just once. (Display looked correct, but if you hovered over you could see where it was actually trying to go. I checked the $TaskLink variable in the template and it looked fine, but just for fun I deleted it and tried to choose it again. When I clicked on the "Link" content variable
Pass through not working
I'm having troubble with Pass through auth in build 8116. It worked for a short period but now it stopped. No errors are displayed, i just get to the login page. SSO log says: (I'v changed the ip,domain and username.) 2012-11-07 10:31:08: HttpSecurityService: C: GET /ntlmv2 2012-11-07 10:31:08: HttpSecurityService: isProtected=true,token=false,passwordCredential=false,provider=false,isLogout=false,isAnonymous=false,connectionId=123.123.123.123:51090,authContexts.size=0 2012-11-07 10:31:08: HttpSecurityService:
Business Rules to be run after request re-opened upon receiving mail from a user
Hello. I see business rules can be run when creating and/or updating a request, but the act of re-opening the request upon receiving an email from the user is not considered "Editing", and business rules are not applyed. Is there a way to apply business rules also in that case, just as in the case as request being edited? Thank you. Federico.
Software metering??
Hi, Can you explain how dose software metering work? I'm left it scanning everyday but software usage still show "Not Known". Should I have to do to make it work? Thanks, Sakarin
SLA SDP with additional field of applicant
Hi, You can add a new SLA according to the information contained in an additional field of applicant? Thanks and regards, Mauricio
Notes
I would like to be able to edit color of font in note fields.
build 8121 - E-mail this note to the technician field greyed out
Hello, after upgrading to build 8121 we can no longer mark "E-mail this note to the technician" when the technitian is unassigned. Previously in such situation an email was sent to all technitians in the group. Now no one will be informed. How to reenable this feature? Best regards, Michael
Incident - Additional Fields SDP
Incident - Additional Fields Is it possible to add a text field with case-insensitive restriction? Thanks, Mauricio
Picture file as part of email signature
Hi, I would like to check if there's any possibilities to add in pictures into the automated email notification from SDP? I notice there's rick text (HTML) option, but when I choose to paste in pictures, it did not show. Can anyone help?
Template Form Designer
Hello, I have a few questions about the template form designer I would like to create a template form with simple drop-down questions which guides the user through the information gathering process for a service. The resource info fields work well to accomplish this. But i have three questions -How do i have the resource info questions added to the form designer show in the requester view? Thus far only technicians can see. -Can the description field be removed in a template? -If not,
Contract Module Permission
I would like to expose the ability for our techniciaions (non-admins) to be able to add/edit contracts in the ServiceDesk. If I go to the role that our technicians are assigned and add Full control, they are still unable to get the "New Contract" button to show up. Is this a bug? Am I missing something? Kevin
Unable to start
I have installed manage engine service desk plus on windows 7,but i am unable to start the server. In command promp,i typed cd c:\manageengine\servicedesk\bin then run.bat . it says could not find c:\manageengine\servicedesk\bin ,although it is there then it threw an exception,could not create connaection.pls see the uploaded document pls help
Changing font size on auto notification email
Is there a way to change the font size on auto notification email? Thanks,
ManageEngine to automatically fill in job details from request email
Is it possible for ManageEngine to automatically fill in the request form from information from the request email?
Single Sign On
Our setup consists of internal AD users who need to use Single Sign On to access service desk and also there are external customers who are not part of the domain. How do you setup the login for external customers who are not part of the domain to log in without going through the hassel of choosing options> Local authentication. They should be able to log in simply with the username and password generated by the system which is mailed to them. Is there a way to do this..keeping SSO on for internal
No text or tag search! Cant cusomize alerts!
We are using ManageEngine Service desk for a few months and our requests for information never receive any response. I am surprised for LACK for some simple things in self help portal. 1. If I wish to SEARCH all my requests (any status) with a keyword or tag - I can't do that! I can only filter the search by status and then only search handle I have is service id - which is almost not useful. 2. There is NO WAY to customize the alerts that come by email. The subject line and body can't be customized
Project Management module question
Hi. I have two questions regarding the final release Project Management module; Will we be able to link Requests and Problems with Projects, the way that you can currently link changes to a project? What is your projected release date for the final release of the Project Management module?
Average intervention time report
Hi to all, I'm just a newbie with ServiceDesk, recently installed on my enterprise, and now I'm trying to configure some reports to view some request statistics, and I don't know how to create a report based on the average time of resolution. My requesters are enterprises, so they call several times a month. I want to see last month requests ordered by requesters and the average time of intervention until resolution. Can you help me? Please ask for information needed to solve this question, I'll
Import tickets from old system
Hi, Is there anyway to import old tickets from our old system into ServiceDesk Plus? Now it's running on MS SQL. Thank you.
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