Technicians logging calls as self
Hi I am currently reviewing ME service desk plus and noticed that when I add someone as a technician they can no longer log a call as them-self i.e. not available as a requester Is there a method of getting around this? Gary
Notification Rules - High Severity Alerts
Is it possible whenever a Sev 1 / High Impact ticket is logged that I can generate an email alert to high level IT management? I've looked around business rules / SLA but can't see anything that will meet me requirements.
Default Values
Hello, Since upgrading to 6003 my default values for additional fields doesn't work. Instead of picking my default value it just displays the - sign. I have checked in the additional values admin screen and they are all highlighted as they should be. Otherwise it was a painless upgrade, you have done a good job. thanks Peter
Creating request using email with custom fields.
I would like to create requests using emails. We have a request template in the service catalog. In the subject i have the @SDP@ In the body @@OPERATION=AddRequest@@ @@MODE=Web Form@@ @@REQUESTER=Mark@@ @@REQUESTTYPE=Incident@@ @@TECHNICIAN=Mark@@ @@REQUESTTEMPLATE=Make/Model Request@@ @@VESSEL MAKE=Yellow Sub@@ I'm trying to get Vessel Make to set, It is a free text field within the template. can anyone advise how i would do this? Regards, Mark
remote control prompt
Is it possible to enforce the "prompt" feature of remote control? I do not want my team to be able to access other machines without this prompting first.
SD 8.1 not use exist Requester Name
Hi. After updating from 8027 to version 8.1 when closing request, the initiator of the request doesn't want to use.
Add response and resolution times to notifications.
Hello, How can I add the total time the request is to be responded to and resolved in a notification. For example, lets say a First response is set to 4 hours from creation, and is to be resolved in 8 hours. Rather than having the actual date in the notification, how can i have the total time instead. Thanks for any help.
One incident assigned to multiple sites
I was wondering if it is possible to have a single incident assigned to more than one site or have a requester be able to see more than one site. Right now we have 3 diffrent sites and, more often than not, we get the same incident/question/request from all 3 sites. It would help a lot to be able to have an option to assign a incident to all 3 sites or have the ability to let a selected group see the incident, no matter what site it is located in.
How automatically fill a field "Gruop" and "Technician"
Hello . How automatically fill a field "Gruop" and "Technician" when technician create an incident . Thank you.
SDP 8100: Customize requestor Home screen?
Is it possible to customize the requestor Home screen? Specifically, the right side of the screen where the Portal Usage Video and the Portal Usage bullet points are. I am wondering if I can remove/replace the video and customize the bullet points. Thanks.
Fill in a standard solution into a Service Catalog.
For one or two template in de service catalog I like to enter a standaard solution. I know that this is possible in the request template. How can I do this in the service catalog?
DatabaseCrawler
Today we have some problem with ServiceDesk the one thing that I notice is that in the serverout log there is a lot of this message [15:49:07:794]|[11-02-2012]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[20]|: Connection obtained for crawling the database <AppIndexingInfo CRID="134" APPLICATIONID="1" APPLICATIONNAME="ServiceDesk" APPDSNAME="default" MAXWORDSIZE="200" INDEXINGDELIMITERS=",:@-. (){}" ENABLEPARTIALSEARCH="true" ENABLEDYNAMICINDEXING="true" ENABLEINCREMENTALINDEXING="false"
Documentation Application Supply
Dear Manage Engine support.. Actually I am looking forward to apply work flow and process maker on IT dept. with fully documentation, and would like to create detailed documentation policies of all tasks & processes in this dept. “based on ITIL” .. and during my randomly web search, I found Manage Engine based on ITIL … Thank you...
Separate Service Catalog by Site
Hello, How to separate Service Catalog by site. For example, i`m select site1 and service category show me only site1 service.
Purchase Category in Purchase Order Reports
I have come across a field in Purchase Order Reports called Purchase Category. When I add this field to a PO report it returns "General Maintenance". I can not find this field anywhere as part of reports, or where I can add additions PO Categories. Can someone please explain to me what this field is used for and/or how I can add extra categories instead of just having General Maintenance. PLUS can I choose this option when generating a PO. No use having the field if I can't select it in the POs.
Can Service Catalog (8100) be turned off?
We are upgrading from 8027 to 8114 and wondering if there is a way to turn Service Catalog completely off? Currently, users create requests by choosing categories and subcategories. Requests are assigned to groups based on business logic configured to look at the sub category. With Service Catalog, categories and subcategories are seprate. Meaning, just because you add a Service Catalog for Hardware with a sub cat of Printer, that sub cat of printer does not automatically appear in your sub cat
Asset Entry from a Purchase order
Hi, I'm getting a headache with the inventory management. I've started to implement the inventory module and realise that mistakes can't be corrected easily. When i want to purchase an item from one dealer, lets say "Dell Laptop D600" i prepare one PO. But when i create a new PO and i add the product as "Dell DA600 Laptop" it created another entry. As a result i have two products now in my inventory though they are the same. if i try to delete one of the product then it says it cant be deleted because
Support For SharePoint 2010
Hi, We are looking at getting SDP. Essentially, I want the ability to pull information from SDP and display on a portal for the technicans. Something like, Number of calls open, closed per week, etc being displayed in various webparts. Open to any suggestions at this time. Cheers
System requirements
Good day everyone; We are looking forward to start with SDP 8 in somewhere here.. we find it as great solution :) So as I am the main technician I have two main questions : 1) I already knew the minimum requirements, but what about the maximum requirements to manage 5000+ assets? “ RAM, HD & PROCESSOR SPEED” we dealing with big company here. 2) Are there any suggestion for any assets management application from ManageEngine, better than SDP in Inventory & asset management? Regards
Add more options in schedule manager?
Is it possible to add one or more options here? (where the arrow is in the picture). If so, how and where do I do it?
Configure workflow to only notify on tasks after the dependent tasks are complete
In SDP 8100, is there a way to configure workflow so it only notifies the technician of the task after the dependent tasks are complete? For example, we have a service catalog with 10 tasks. Each task is configured to be assigned to a different tech. I do not want the notification email for task 2 to go out until task 1 is complete. And I do not want the notifications for task 3 and 4 to go out until task 2 is complete. As far as I can tell, the dependant checkbox on the task template doesnt actually
Removed User Accounts
When a computer is scanned we get a email form ManageEngine ServiceDesk Plus Alert - Inventory Audit Changes. Dear Administrator, Following inventory changes were identified during the recent audit. Removed User Accounts [S-1-5-21-554115521-2062357406-654838779-1301] When it says removed user accounts. Is it removing user accounts from the machine or the Just the inventory.
Solution Database
Hi, Does any one already have a solution database for that they would be willing to share with the public? Thanks, Mike
Can't setup incoming emails
I tried to setup incoming emails. But it shown error as picture below. Could you please help?
Deleting Support Group - not working as per other posts
I checked other posts here about deleting groups, but I'm not getting the same error message. When I choose Delete, the error I see is "Groups cannot be deleted",. It doesn't mention being used by another module. I filtered to show all requests assigned to the group and attempted to do a mass update. When I select the group drop-down, it doesn't give me a list to choose from. I can change the group one request at a time ... but really don't want to. What could be preventing me from doing the mass
Suggestion on solutions
We have come to the conclusion that its hard to keep track of all solutions that we save and if they have correct information. We would like to see some sort of time stamp on a solution. Ex If I create a solution it will be valid automatically for 6 month after that the solution must be approved again by a technician to still be an approved solution. You should be able to set so that the solution is always valid but this should be restricted to certain users. The user that should review and approve
Can I use an InfoPath form for creating requests?
I'd like to use our internal InfoPath form as a method of creating requests. Is that possible? If so, what's involved? Thank you.
Work log actions
Hello. I'm currently trying to tie in SDP with an existing time management system we have. Basically I need all new work logs posted to it (it features a 'REST' API as well). What would be the best approach to do this? I used the search feature, but couldn't really find anything matching my needs. So sorry if this has been answered before. I have looked at several possibilities: - Servlet / REST API As far as I can see, there's no way to retrieve a full list of (new) work logs unless you already
a non-log in technician - retains requestor access?
Hi, Does the non-log in technician retain the ability to log in as a requestor to raise requests? Cheers, Matthew
some questions on custom report and external email
Hi there, I have a question on custom report. Management requested us to provide data on request status each month and they want to know: - total request based on their status (closed/pending) - easy - time it takes to respond (the first time) to a request - can't find it - average response time for each request - no where to be found I went in to the custom report wizard but there's no option to provide that. While it's usually enough to provide a report on how many requests conform/violated the
Approving Leave
Hi, I am looking to start using the Scheduler to incorporate team members leave days. Is there a way to set to leave to entered by the technician’s, and then require it to be approved by admin? Thanks Andrew
How to rename button "New Incident" ?
Hi All, Is there any possibility to rename button "New Incident" in the requester dashboard (name it "Open ticket" for example) . Thank you.
Moving SQL database to new drive on server
Hello, I just wanted to confirm the steps to take if we were to move the SD MS SQL database to a different drive on the same server (e.g. from D drive to F drive).. 1. Stop the Service Desk Application 2. Take backup of the application (Run ServiceDeskHome]\bin\backupData.bat) 3. Move the SQL Database to new location on the server 4. Run ServiceDeskHome]\bin\changeDBserver.bat to point SD to the new location of the SQL Database 5. Start the Service Desk Application & confirm login and data are OK.
AD query
Is it possible or possible in the future for ManageEngine to Pull User information from AD on the Fly so if we Update AD it would show the next time the user creates a ticket? We have a few custom fields in AD that can change daily or even hourly Such as: We have a field that shows the users PC name he is logged into. This logs the PC everytime he logs into a pc. This helps when we have to troubleshoot his ticket the next day we can see what pc he was on.
ServiceDesk Plus - Problem with Scheduled Backup.
Hi Guys, I'm facing a terrible problem with this issue. After execute the "tzupdater.jar" to modify the Brazilian Daylight Saving Hour I'm receiving from all my costumer the following example message: "java.io.FileNotFoundException: /opt/ManageEngine/ServiceDesk/fileAttachments/Conversation/20001_25000/21291/Licen��a de usos - mensagem SAP - Sep 3 2012.docx (No such file or directory) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown Source) at". I realize that the
API ServiceDesk Plus 8115
Hi, Is it possible to get through the API a list of tickets according to specific search criteria? Thanks, Mauricio Fuentes
Problem with deleted groups
Good day everyone. We have two deleted (or renamed then deleted - it was so long ago) technician groups, but these groups are still persist in select window when creating new custom view "New custom view - Group is - choose button". It is not a critical, but very annoying... There is no request in this groups, we can't see them when creating new request - only when creating new custom view.. How can I fix this? SD 8115
Extend the serial number field
We are having an issue with mobile phone assets in SDP not displaying the full Serial number instead it is showing "3.57E+14"
I would like to install software via a incident template.
I'm using Servicedesk plus and desktop central. For service catalogs I can check the options 'Display Software Install/Uninstall option in Service Request 'Actions' menu'. Is it not possible to have this 'option' available also for the incindents so that when a customer aks something via the default request and he need software for this I just can install it.
Portal login password reminder
Should there be a password reminder / reset option on the portal login page? It seems the only way a user can reset their portal password is if they are logged in, which is obviously not possible if they don't have their password. Seems a fairly fundamental issue but I can't find any reference to it in the forums, so is there a way for an administrator to switch this on or off that I haven't found? Thanks.
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