how do you have your categories setup?
Hello All! our company is in the beginning stages of standing up our Service Desk software. Some lively discussion has been happening over the structure of the categories that we should define. how did your company set up the Service Desk categories for your individual needs? We are all wondering what has worked best for everyone. Do you have many top level categories? what about the subs? do you break down by department, by workstation software vs. commercial software you might support? any feedback
Examples of Incidents, Services, Categories
I am the IT Director at a Charter High School (and pretty much the entire department) and I am doing my best to setup the ServiceDesk to be efficient, but I am having a heck of a time configuring everything. The problem seems to be is at one point I think I understand what I need to enter in..say Category, but then when making tickets I find it does not make sense anymore. I can't seem to find hardly any examples out there. There are some that provide a good start, but I would really like some real
asset management
I have the following query about asset management. What happens when we replace a machine with a new machine, but then re-use the same computer name and then change the old computer to a new name. For instance, I have an XP computer named TERM8000 which I then replace with a new Windows 7 computer and name it TERM8000. But then I take the XP computer and change its name to TERM5000. Would the history and information of that same physical XP terminal be able to follow it to the new name? What does
Modify agent
Hi We have just installed the AssetExplorer Agent. In doing so we got the remote agent also. Since we installed the agent on our servers as well we are starting to get alerts about the AssetExplorer Agent remotly service being interactive. Since Windows 2008 R2 by default doesnt allow interactive services could it be made so that we could create two version of the agent? One with the remote services and one without? Or is it possible to make the remote services non interactive? Best regards Peter
Question for Incident Management
Hello, SDP Support team. As the administrator, in incident tab, if I want to keep the certain incidents to monitor, what should I have to do? Thank you in advance. SC Jung
Scanning routers in a custom CI
Hi, Can you advise how I can enable scanning of devices in non-standard CI's. As an example I have some routers defined in a custom CI and therefore do not get the "scan" option when viewing the devices in assets. Is there a work around for this? Thanks
Is there anything that can be done to hide the default request (new incident) entirely?
Is there a way to hide or even rename the default request, new incident request from technicians? I already have it hidden from requestors via the self service portal settings. However, I believe it will cause many incorrectly cataloged requests by the technicians as well. This is because the new incident template is right at the top of the drop down when techs click the arrow next to the request catalog. They have to actually click the words on the request catalog button to access the RC templates.
Email Attachments - Same name
This doesn't happen often, but noticed it this morning. When a user sends 2 attachments (scanned from a Multifunction printer) that have the same attachment name: (test1.pdf, test1.pdf.) ServiceDeskPlus only recognizes the request with one attachment, rather than 2. Is this by design or a bug?
Disable all scheduled reports
When I move the current production database to our test server I would like to turn off the all scheduled reports. I cannot do this from within SD+ since I can just see my own scheduled reports? Is there a sql script that can do this for me? Best regards Peter Samuelsson Sodra Skogsagarna
Running a test/QA instance of SDP
Is there any restrictions on running a test/QA instance of SDP?
Where to place the mssql database?
Hi We have up to now had the servicedesk databse on a shared sql server. We have now had a health check on that databasserver and we got the recommendation to put the Servicedesk databasen on its own server since it was the top most disk intensive database we had on that server. The servicedesk database also had some impact on the CPU. I wonder if you have some recommendation if the database should be on the same server as the program, but on different disks. Or if you recommend putting the database
Draft reply dont works SDP 8114
Hi, when I write in response template and pressed the button "Save", the text is lost and can not be recovered. Thanks, Mauricio Fuentes
Critical system alert
We are having issues around identifying bigger issues based on the number of help desk calls that come in. Is there any feature in ServiceDesk that would allow me to set a notification rule if a certain amount of a certain ticket type come in within a time window? For instance, I would want to get notified if 5 or more tickets with a ticket category of "Network" come in within 5 hours of each other. Thanks, Dave
Agent Firewall
Hi We are trying make the Firewall rule for ServiceDesk Agent. We want to make the rule such that we just let the rule talk to the service ManageEngine AssetExplorer Agent. But in doing this restriction SD+ is unable to talk to the agent and it falls back to the WMI scanning. This it does with all ports open. Its the same if I change the port to just have tcp port 9000 and locked down to services. The only way I get it to work if its just is port 9000. I would like it to work if we set the firewall
Additional Fields functionality/availability in SDP 8100
I am in the process of configuring my Service Catalog templates for an upgrade from SDP 8100 from 8027. I am noticing that the additional fields I have configured for my incident templates are not available on my Service Catalog templates. They are not available to drag and drop on the Service Catalog templates. It is very important that we have the ability to utilize additional fields on our Service Catalog templates as we use them for prioritization, etc. Would you advise how I can use additional
Exporting requests from Self-Service Portal?
Hi, Is it possible for a user to export their requests via the Self-Service portal? I know it is possible to generate a report from the Admin login, but it would be helpful if a user could export (for example) their open requests as shown when they click on "Requests" tab. Thanks!
Search solution problem with text that has :
Hi When a user does a search that contains : (from what I know) we get failure: Unable to search the solution. The user that reported this search for the text "ConfigMgr 2007 service running: SMS Agent Host" This is a topic of one solution that we have. If I remove the : it finds the topic without any problem. Is this by design or a bug? Best regards Peter Samuelsson Sodra Skogsagarna
Requesters from Active Directory
Morning I'm facing a problem with AD Authentication I can import requesters from AD and enable AD Authentication but, requester receive wrong credentials error. Can you help me on this? Waiting
Reply Template - Description Field vs. Template Field
If your Reply Template starts with "Dear", by SDPs main default, the word "Dear" ends up being the description for the Reply Templates. Please add this to the run-on list on your Road Map. The actual Reply Template should be one field. The actual Description should be an entirely different field. This way one can actually identify a description about the actual template. Perhaps one day you'll get to it. :) Thanks!
Workstation Model and Manufacturer
Hi, I've got a problem with the workstations information. We've got a bunch of workstations that were build from little companys, so the workstation model name and manufacturer aren't dicovered when scanned. I edited some of the inventory datasets to represent the manufacturer but after the next scan all manually entered information gets lost. Please tell me, what do I have to do to: Let the manually entered information be untouched even if the scan shows different information or Where can I place
Can SDP run on MS SQL Express?
Also, I heard that mysql will be charged... is that gonna change the SDP (or other ME products) price system?
Safe to delete ServiceDesk\Patch folder?
Is it safe to delete the patch folder under ServiceDesk Plus directory via explorer or is there a admin interface? SDP 8.1.0 Build 8114
Technician cannot see the devices in asset's tab
Hi Why Technician cannot see assets who have added in service desk? Technician's Role is full control in Assets. He can see the tab of assets but he cannot see the devices which have added in it any idea? Regards
SDP 8.1: max. number of service request templates?
What is the maximum number of service request templates we can configure within 1 service catalog?
Resetting the ticket numbering system
Is there a way to reset the ticket generating numbering system back to the initial ticket number of 1?
HTML formatted text in the request body
Hello, We are having some issues with the rendering of the requests if using HTML formatted text - mainly copy/paste from Outlook 2010. The first issue is a lot of blank spaces between lines - double spacing - after saving the text in the request. The second is that with every edit of the request, in the history it is saved also the FULLDESCRIPTION with before and afrter, even if no changes were made to the Description body. Both these issues lead to a considerable amount of wasted space and a very difficult follow
cannot edit default requestor incident template....
I want to add some fields in the default incident template for the requestor. The Drag & Drop panel is greyed out... why? I am logged in as Full Administrator and have no issues editing anythign else. Including the default incident template for the technician...
Auto time recording for Work Sheets
Hi We're currently looking at migration for our HelpDesk software. One feature I can't seem to find - Is it possible to 'automatically' record time spent by a technition on a call by the time the technition has the call record open? If so, can a technition have multiple calls open at the same time & does the time get recorded against each open call?
User AD import - Service - Site
Hi, Ideally we would like to import Services and Site not from the user attributes but from its Organizational Unit. For instance, "Service" will be the name of the OU in which the user is in. Thanking you in advance, Cédric
Description Field does not Populate from an Email
Since updating to SD+ 8.1.0 build 8109, when a requester sends an email and it creates a new request the email body does not go into the Description field. It now goes into coversatons. To view the message body you need to click on View All Conversations and then click on System message. This is an extra 2 steps instead of just reading the description. Is there a way to make the email body go back to the Description like it used to?
problem adding new technician
my problem is that i can not add new technician and the save button dose not respond after adding all details and the fallowing massage appear (Error while invoking ajax request : dialogProperties is undefined)
ServiceDesk Plus iusse after upgrading to 8114
Dear support, after last upgrade to 8114 we are experiencing a performance issue: Every day, some time since we start working (time may varies from 30 minutes to 2 hours) SDP begins to respond a bit slower than usual, then gradually the waiting time for any actions to be committed increases more and more until SDP becomes unusable, so we have to restart the service (or the server). During the working day we have to restart the service at least three/four times! Note that the same iusse is reported
Importing OU
I would like to import the Organizational Unit path in which the user is in along with a specific attribute (within the OU). Any way to do this?
Can the dashboard be edited?
Hi, Can the dashboard charts be edited? I would like to edit the “Request Approaching SLA” chart to be in days rather than minutes. Thanks for any help.
Can I import Contracts from a csv or similar
Hi, I want to manage our domain name renewals in the contracts area of ServiceDesk Plus using the notification facility. I don't fancy adding hundreds in manually and wondered if we can import them via a csv with all the settings already configured from that csv, or any other file as I've not collated them all yet so can put them in to any file type. We're currently running version 7.6.0 Build 7605 but will be performing the upgrade to 8.0 Build 8008 very shortly so if this is available in
Adding Field to Existing Template
When I am adding a field by draging to an existing incident template, and click save. Then it shows a message "You have removed the following fields<different field name> from the canvas.The values for these field(s) will be set to null for all workorders belonging to this template.This may take some time to complete Do you wish to continue?". Need urgent help on this. Thanks in advance. Regards. Saswat
Adding tables to the sql database for help desk?
We need to add an external form that feeds into our help desk, am I able to add tables to the sql database?
Technician and Requester display names
Hi, We have just developed an issue where the requester and technician names imported from AD are displaying AD login values rather than Display Names. Looking through the forums I notice that this issue has been mentioned before (4 years ago) and the resolution was to update to a later version. http://forums.manageengine.com/topic/requester-and-display-name%3f We are using : Version 8.1 Build 8114 Cheers Big P
Mass answer ...
Greetings Is there any possibility to write one answer for many users that sending the same request question ? regards
Solutions public or private
Hello, I am searching in the database the attribute “public-private” for the Solutions and I can’t find it. In which table does it store data? And which is the name of the column? Thanks for your help
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