Display Request Closure Code in Email Closure.
Hi, Is it possible to display the closure code to the requester when they close a request by using the closure email link? I would like for them to select a closure code when they close their request. Thanks.
Permissions to Add New Product and Vendor
I'd like certain staff to be able to add vendors and products. Currently they don't have Admin permission and I don't wish to give them that. The user is our CMDB Librarian with Full Control of Inventory and View/Add of Purchase. What permissions do they need to add/edit vendors and products?
How technician can view their raised request for other group?
--------------------- Rajesh Singh
Sending mail, text randomly placed.
Hi We have a problem where when you reply or forward a mail the text you enter randomly gets placed at the bottom (that I have found). I attached two images that shows the problem, one image shows when i typed the letter and the other image shows how its displayed when I view the mail in SD+. I marked with green the word that this time got replaced and in the second image in red where it ended up. The amount of text we have noticed is random and most often more then one word as in the example. Best
How to customize "add work log" window ?
Hi, is it possible the "add work log" window. For example, i want to add a " Service Type column or chekbox" to add work log window We can customizing the "time entry" on the support center. Thanks,
Time Issue
The time on our ServiceDesk Plus system is four hours off. The time on the server is correct, and the time zone settings are also correct. Any ideas?
Unable to delete reports and folders
I have some people that have not been with our company for a long time and they created some custom reports. I am trying to clean up the reports and folders, but I am unable to delete them. I am signed in with an admin account. Is there any way to delete these?
Query Report creation permission
I tried to find when and why Query Reports creating become unavailable to technicians in ServiceDesk Plus (now only Administrators can create query reports) but no such luck. So, I'd like to ask what was the reason to leave Query Reports creating permission to administrators only? (From my perspective, I see only disadvantage that technicians cannot create query reports and you don't want to grant a lot of people administrative permissions only to make them able to create the reports). Is there a
RequestOnHold Table
I notice that the RequestOnHold table has on hold records multiple times for a record that was placed on hold only once. Does anyone know why this is?
New small requirement.
Hi, In the Workstations list, we want to add an IP address column. Currently this feature is not possible. Thank you in advance. Ko Young-Suk
New change module question
Hi, Can support confirm if SDF-46654 which relates to locking down changes to technician group will be in the first release of the new change module? Currently any technician with change module access can see all changes for all users. The result of this currently is only one technician group of our 12 is allowed to us the change module, as until we can stop other people seeing their changes, it's useless. They might have changes that are confidential and affect other groups working practises that
Step-by Step Pre-requisite Guide
I will be implementing Service Desk Plus for a client soon an am wondreing there is a step-by-step guide which shows pre-requisites throughout the process. I am looking for a guide that would essentially stipulate, don't do this step until you have done this step. I am looking to install the app, import the AD users and assets, stand up the CMDB, configure Incident Management and Problem Management first. Then very shortly after implement the Service Catalog and Change Management. Any help
desktop central with SD+
hello i configured sd+ to collect data for workstations from the desktop central agent, but it's not giving the complete information about the workstation like : state asset tag serial number barcode part no user account (system details) so how can i have what i want ?
Next SDP Release question - Bar code?
bar code support for Assets How exactly it works? Is this means it works with bar code reader? Thank you in advance. SC Jung
Defult asset selection to All Assets rather then Assets owned by user
Is it possible to have SDP defult to [All Assets] when selecting an asset for a new ticket, currently it defults to[ Assets owned by User]
New ServiceDesk Beta version Request
Hi SDP Support Team, If you have a beta version, could you e-mail me? email: koys@tmn.co.kr Thank you in advance.
add fielder database mssql
Hello, must include a field in my form. this field must contain data that is in a database mssql. I find no way to do this.
Asset Management and Product Type Problem
We are having issues with moving scanned assets into new Product Type catagories that we have created to help us further detail how many of what endpoint device we have. When a initial scan is performed on a desktop, laptop, etc, it is initially placed in the IT Asset Type called workstation. All of that assets information is also there and it allows us to rescan manually whenever we want. Since our workstation list was growing to hundreds of systems, we wanted to further differenciate the type
Issue with long term SLA
There are SLA's that we have initiated for future type requests.. requests that will not see completion until 30 days. The rules and the criteria has been set and the issue should be resolved within 30 days. In this case level 1 escalation is the ticket is not resolved occurs 10 days after. and the second level occurs 20 days after...these two seem to work fine. the third level is set to 30 days after and for some reason, it always fires early, 18 days after ticket created not even after SLA was
Notify techs when an update to request is required
Is it possible to setup schedules for incidents and service requests to notify the tech an update is required or outstanding currently or processes are to contact the requestor a certain frequency depending on the sla to give them updates obviously were all human an these sometimes get forgotton i would like to setup notifications based on each sla to remind the tech to give updates till the call is resolved ihad a look at sla escalation, but this is not what iam after is it possible, if not
User Group
Hi, I create User Group based on Sites for Service Catalog purpose. Some Users that I imported from AD have "Site" information but others just don't have any information (blank). I want to create a filter in User Group that is "Site" + is not + "Lisbon", and I want that this group to have all requester that have a value differente from Lisbon or have nothing (blank) on "Site", but this querie just don't get "blank" users... I really need to do this to use with Service Catalog SLAs.. thanks, regards,
Set default domain
Is there a way to have a default domain when logging into Service Desk. We are connected to a very large HealthCare system and have have several domains that show up with our users try to log into ServiceDesk. If we could have a default domain that would help out a lot. Chris
roles
hello how can i create a role for technicians so that he can only view the assets related to his support group only
New Feature Request - Request View List
Hi, In the Requests View list, we want to reorder the View list like SCP product. Could you add this feature in the near future road map? Thank you in advance. Young-Suk Ko
service catalog
I created a service catalog and configured the workflow , now when a requester picks this service and fill the form and wants to submit it an error occur asking to put requester name although it is auto filled when the user logs in. what can I do about it.
Technician login count exceeds the license
Hi I am currently trying out ManageEngine for my client and I installed the professional version using the free license option. My problem is in my list of technicians I have the administrator account enabled by default for login, because of this I cannot configure any other technician for login. I am trying to configure ManageEngine to limit what the technicians can view after login, but I cannot test this feature while logging in as administrator with full access. I have tried installing the
Error with CMDB
Hi. When trying to access the Business Service category of the CMDB i get the following error: NTLM failed, redirecting to login page. And it just keeps reloading the page over and over again.
Is it possible to do a change request without being a technician?
We have a need within our IT dept for other members of IT to do a change request to our team but they would not be categorized as technicians, nor do we want them to be technicians because we dont want them to have access to all of the data. Of course I mean to use the change request module and not the regular request module. Is it possible to 1) as a regular requester without being a technician to create a change request? 2) as a requester to put in a regular helpdesk request and then to change
import category, sub category an item
hello, how can i import category, subcategory and item from a CSV file. I know where I can do this in SDP but I dont know how. im not sure how to setup the CSV file. can someone please send me an example of a CSV. for example i would like to import a lot of 'items' under 'category' and 'subcategory' Kind regards Robby Bron
Backup Technician
We are using two technicians in SD, one recevies all of the reqeusts and passes more complex requests to the other. When the first tech is out of the office, there is no option to use the other tech as the backup. The drop down shows the tech that is out and his name as the backup. I understand that SD looks to the sites for tech membership, and if not in use it looks to group memebership. I'm not using sites and there is only one group with both techs listed, so what else am I missing that I can't
Technician sends task to requester
Dear all Is there any way that Technician submits a ticket to the requester through Service Desk ? For example: Technician wants to tell a requester to check or do something and send back the reply about that task.like checking Service Pack which applied in their system works fine or nor, Then after requester checks he should reply the result of that performance to the technician Is it possible ? Regards Negin
customize dashboard
I want to customize the dashboard for SD+, I dont want my technicians to view the Requests of other technicians... regards...
Question for integration between SDP and DC
SDP has own agent and Desktop Central has own agent. If I installed the both SDP and DC together (and integrated), which agent I have to install to have full functioning agent for SDP(Asset Exploror & Remote Control) and DC(Remote Control and deploy)? Also, is there difference between SDP Agent and DC Agent in remote control? Thank you in advance. SC Jung
programically create request and servuce catalog templates
we are currently building up our incident and service catalog templates there are a lot of them to do, and some only have the odd custom field. but each is based on a different category, sub category which we want prefilled instead of the requuestor doing so is it possible to mass create templates and only change the required categories for them either via a script or db also where is the default template for service request kept
How do I have separate queue windows that I can refresh without it reverting to last queue viewed
I want to have a window/tab with My Pending Requests open and a window/tab for Unassigned calls and be able to refresh any of them without it changing back to the last queue I looked at. For example, I pickup a call from the Unassigned queue window/tab and then if I go and refresh My Pending Requests window/tab (to make sure it has transferred over), it automatically changes back to the Unassigned queue. I constantly have to switch between them all the time and it is very frustrating. I am
Insufficient privilleges when logging into SD+
HI, I am using the latest version of SD+. AD integrated, users imported. I have problems with users logging in the portal. When users log in they see the message "User does not have sufficient privvileges" What is strange that after you close that message, you can continue normally. I assured the user have the needed permissions. Is this some kind of bug? If anyone has come upon this message, please let me know. Regards, Dimitar
Email replies opening tickets
Currently we are in the first month of starting to use Service Desk Plus. When any email hits our service desk a new request is opened and a reply is sent to the requester. We don't wish for replies to previous requests to open a new request. I have found a way using the SPAM settings to completely prevent replies from opening new requests. We need a solution where a reply does not open a brand new request. What is happening: Tommy emails the servicedesk and other people are in the discussion.
html page
Dear all Where is the html page of login page I cannot find it could please tell the direction of it Regards Negin
How to track Microsoft CALs and software downgrades.
Currently i find it very difficult to track MS licenses in Servicedesk. Can somebody please explain how to track Microsoft user or device CALs For example lets say: We have a ms open licenses for 100x 2008CALs and a other for 15x 2008CAL. Need to track license per seat. In assets add software license, license type is Client Access License This i do understand, but what to choose on Managed Software. I can not figure out how to easily track CALs ? Second problem: I have for example a Microsoft licenses
Export, Backup old tickets
Hi all, We have migrated 6 of our 7 teams off ServiceDesk Plus onto a new platform. To free up space on the server I'd like to back up their old tickets into one file. How can I run a backup for only certain templates so I can offload their old information? thanks, David
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