Edit task of Other Technicians?
i only want to show my task on : home page ->My task -> show all when i show all task, i can edit the task of other technicians ?
Service Catalog Configuring Work Flow Tasks
Is there a way to configure the tasks in the Workflow so that they fire off sequentially? I am trying to configure items in the Service Catalog so that after the request is put in they go to an approver, after the approval task #1 is is sent to a technician, after task #1 is closed then task #2 is assigned, and so on. Can the request be dynamically assigned by the task, after the approval can the request be automatically assigned to a specific technician by the task, and when it is closed by automatically
Editor Field
In the service catalog of version 8.1, there is an optional field : Editor. This is very handy but has some implications. Can you describe the usage of this fiield also what following message is when we want to change the status of the ticket or can you ? Best regards, Mark Flothmann
Can I add a logo in the email of the notification templates
Is it possible that I can add an image (logo) to the email we send out with the notification templates?
Mail Fetching – Email Command Requester’s Email address
I have setup a test server for a client but can’t get mail fetching to pick up the command for the requestors email address its working with: ##REQUESTER=Name## ##CATEGORY=catTest## ect ect... What is the correct command for adding the requestors email address? If I need to update the default request template how do I add the requesters email address as I can’t edit the requestor box on the template. I really need this function to work as some mail that is fetched for the mail box comes
Asset : excluding a server or group of servers from being scanned
Is there a way that I can exclude items, in this case there are a group of servers from being scanned? I want to maintain them and there relationships manually. Thanks.
Two different Servicedesk's in One...
Hi All, I have been informed by a consultant that this is possible however I have not been able to work this out. We currently have an IT Servicedesk and a Business Support Servicedesk each have their own email address to log faults. We want to merge the two into one instance of Servicedesk Plus, but still retain the separation between them both. I can see that in the Admin section we can only associate one email address and therefore I don't know how to create the separation. I don't want the IT
Business Service Category and IT Service Category
In version 8.0 there was only one type of Service Category, now in version 8.1 there are two (Business and IT). Within this division, how can I convert an IT service (previously registered in version 8.0 and was imported to version 8.1) for Business Service? Sincerely,
SDP Remote Control over Internet
We are running SDP v8.0. The Remote Control feature works great for internal users but we have about 30 remote employees who operate on VPN. Occassionally they cannot get connected and we need to be able to Remote Control their machines. How can we configure Remote Control to work over a WAN? What ports need to be opened, etc? Thanks, David Lambros
Changed CI to have parent problem?
Changed one CI to be a child of another parent CI. Now I cannot seem to find any of the asstes for the moved CI?
Technician Notification
Currently I have it set that Technicians get notifiied when a request is assigned to them. Servicedesk personal are technicians as well but when they assign certain tickets to themselves they do not recieve a notification. Because they go through so many tickets in a day is it possible to enable that so that they can get notified when tickets are notified to themselves? they sort there in box notifications to see what tickets they need to work on. thanks
Servicedesk plus 8 replication on to DR server
Hi. What is the ideal setup for Servicedesk Disaster Recovery (DR)? I've initially did a transactional replication of the database to our DR server. It worked fine when I started replication WHILE I'm logged on to Servicedesk in DR. I can see all updates done in PD got replicated to DR. But as soon as I've logged out of it in DR I can't log back in. Error I'm getting is "username or password is incorrect" eventhough I've entered the correct credentials. Seems to me that something on the backend
Consumables Inventory
Hi, I was wondering is there a way to manage consumables, like printer's (Ink, toner), paper, Projector bulbs, ect.. In Service Desk. Thanks
delete obsolte backups
Hi community, it's a good thing to make scheduled backups; but at one point the disk will be full and it will be necessary to delete old, obsolete backups. As SD does not provide this, I have a tool who delete all backups older then x-days. So far so good, but is there an easy way to delete also the backup history in the SD tables??? Thx for any suggestions (Mysql statements, ..) Regards, Stephan
How to ensure that multiple techs dont update same ticket
Something we've come across numerous times that is now starting to annoy is that if two techs have the same request open and one saves, the other one isn't advised at the time they save. Happens most when working an unassigned list, and one tech may categorise the request and send a reply, and then the other tech does similar just after. How are others getting around this, and any suggestions on ways the product could be improved/setup to minimise this. Settng the request list page refresh to a minute
v8.1 and mac scanning
hi i am pleased to see that mac scanning is now working on my network with version 8.1 i do have a question and a remark 1) what settings should i use for scanning, global or local credentials 2) if local do i pick windows (no), unix or other, i think unix 3) i have problems scanning 1 mac, what should i check, remote ssh is enabled, what else can it be? the mac that i did scan successfully has now detected all software but they way software is being displayed is a bit weird on windows the scan will
Unable to see original email headres
Hello We have problem with smooth launching Service Desk Plus 8 (build 8013) in our organization. Our department receives request via emails. The problem is that in the details of such automatically created request, we are unable to see: - list of original recipients (TO:) - list of original CC addresses (CC:) Without that we are unable to react properly: 1. A lot of emails is send us just four our information, usually by CC address. We simply don’t know if this request is normal request, on which
About Time Spent
Hi, On my weekly reports, i measure time spent on certains incidentes/request and i found some that the time spents shows "00:00:00" and i check the History of that ticket and i see that the techinician have properly updated the ticket status (From Open to Atent it and then Resolved); and in others, with the same process (From Open to Atent it and then Resolved) have (for example) 01:55:09, so i don't understand how does it works. So, my question is about how shiuld be the proper maner to use SDP
Worth upgrading to 8.1 or wait until a few patches?
How's everyone experience that made the jump to 8.1? Is it worth upgrading too or wait for a few patch releases?
How to disable request creation by email
Hi, I have a question, due to some reason we would like to disable request creation by email, I know the option of email fetching but if I stop email fetching I loose requester replies as well. Is there any option or workaround to disable email request creation only. Thanks & Regards Faisal
Changes - start time incorrect after Daylight savingstime
Version of SDplus 8.0.0 Build 8012 We noticed today that after the daylight savingstime change this weekend that all changes that was created during the winter time, the scheduled start time was changed with +1 hour. If the time was set to 9:00 am its now at 10:00 am. The time for the start of the change shouldn't change just because we moved the time +1 hour. Most likely its the same for Scheduled end time but im not sure there.
Preventive Maintenance not working on 8027
We upgraded SDP from 8026 to 8027 and Preventive Maintenance stopped working. They tickets are not being created. I've tried existing PM task and creating a new PM task. Does anyone have any ideas of what to look at?
Effects of blowing out asset list?
I am very new to ManageEngine, and have been tasked with getting our asset lists in order. We use the domain scan in our environment, with about a 50% success rate. About 25% fail due to what looks like the usual: firewall enabled, credentials incorrect, RPC/DCOM settings not configured. The other 25% are simply not relevant in the domain (test machines, should never have been in scanned OU, etc). That 25% represents several hundred assets. I am walking into this after the system has been running
ICT/ServiceDesk mailbox suggestions
Hi all, We've been using SD+ for about 4 weeks in a live environment, although we haven't distributed the portal URL to our users as yet. One of the dilema's facing us is the use of our existing ICT mailbox alongside the one that SD+ utilises. Ideally we'd want one mailbox where our users and such can email ICT and SD+ could pickup requests with an ID in the subject line and leave all emails alone, but this this doesn't seem feasible with the current spam facility. With SD+ also utilising an
Response via telephone
Hello All, Is there a way to add a response to a call as a telephone call so that it will stop the timer on response time? Thank you in advance.
Change Management in 8.1
We currently have ServiceDesk Plus Professional 8.0. Is the Change Management included in 8.1, or would we still need to upgrade to Enterprise? Thanks, Dave
Changing asset to consumable
We have 14000+ assets and 14000 of them are bits and pieces which are consumables and do not need to be tracked but still purchased through the system. I cannot see a way to change an item to be a consumable now I have modified the types as they were incorrectly added as components a long time ago. Also some of these are set to non-it assets of which there are many types yet the filter on the sidebar is empty as in my screenshot. Thanks D
email fetching stops
I have aproblem with email fetching , sometimes SD+ stop fetching emails and I have to restart the service on the server to resume the email fetching . can you help me on this
Printers from scan script to inventory
sd 8027 In the computer details in Hardware tab there is Printers section. Is there any way to add such a printers to the IT Assets->Printers automatically? Almost all the printers in my small network are host-based (HP P1102), so network scan does not detect them. And almost all these printers are shared. Is there any way to get list what user uses which printer? How can i get list of all printers (shared and network) used by some department? For example, i have 3 HP P1102 in Accounting Department
Onhold Status reason
Is it possible to be able to quickly view the reason why a request(s) are on hold without having to open the individual request and look at the History to the request. For example... In the request view (list of many requests) you can have a column that indicates the request status (Open, Onhold, Closed, etc), what about an additional column stating a reason... OR Maybe when you 'hover' the mouse over the 'Onhold' status, it displays a bubble window showing the reason. Similar to when you 'hover'
Request For Change - Approval
Hello, I have sent some “Request for change” for approval and they are not yet approved. Why doesn’t the approval status turn into “Pending Approval”. Is it normal? If a request (ticket) is sent to approval I can view the status “Pending Approval”. Thanks
Upgrading instructions
I've noticed while reading and performing a hotfix/servicepack that the instructions relate to backing up your SD+ using the backupdata.bat (in the first instance) My query relates to two things, firstly in the same set of instructions it then refers to running updatemanager.bat which also offers the function to backup, is this different to the backupdate? Secondly, If they are both doing the same thing, it seems sensible to include reference to this in the instructions and question whether there
Can requesters change site?
Can i make it so requesters can change their site? i would like to make it when they open a new incident, that the "site" field defaults to their default site, but they are able to change their site. is this possible?
Crystal Reports & SDP
Why oh why on gods green earth have adventnet not used a date field for storing dates? This makes it nigh on impossible to write decent reports using Crystal (because lets face it, the built in reporting tool of SDP is pretty mediocre at best). How are we supposed to write date specific reports when the date is stored as a frikken string? And before you say anything, Crystal does not recognize the "<from_thismonth> command (at least if it does I can not get it to understand it). Considering how well
Deleting Groups under the Default Settings
Hi team, We have renamed some of our Support Groups and would like to delete some of the support groups that are no longer in use that's under the Default Settings. I've checked all requests and no tickets are posted to the old groups. Actually, these old groups have been renamed already, and requests formerly posted to these group's names have been automatically moved to the new support group names. But in the Default Settings, the old group names still exists. Can you advise
Approval for the Request
Hi Team When a request is approved/rejected by manager / TL someone, it send a email as Action taken on approval sent to <approval email id> to support ticket system and not merge automaticaly to that corresponding request. it create as a new ticket. normally it should merge right?. Please help on this how to configure it. previously those mails are correctly merged with request, last 2 weeks only it is happening. Thanks Mani Sundaram
SEARCH
Good day All, My topic is about the search. 1. I wanted to to search about the search issues in this forum but don't know how. 2. Main issue. Search in requests will target only the subject and description ? (Need a confirmation) If yes, then you need to think of having this search also on the fields in the service catalog templates, Manual searching for specifice details in the templates will be very difficult, and in most of the cases using normal request with all required in description
Going from Asset Explorer to Service Desk Plus
Hi there, what is the upgrade path going from AssetExplorer to the full suite of Service Desk Professional or Enterprise? I have over 1500 assets with TCO and purchase history (w/purchase orders) that would need to be migrated. So the question remains is there an upgrade path available for me to migrate to service desk professional. One of the critical components for us is mobile freedom. Since service desk has an iphone app it helps significantly however the secondary question is whether I can
Amending a user account
Hi guys. If an account is created by an incoming email (i.e. automatically), it appears that you cannot delete the login username. i.e. we have an account that has been set up by a reporting programme reports@domain.com and the login is reports@domain.com. As this account does not need access to the self support portal on our system, I want to delete the login name but leave the account. It seems that SD+ will not allow me to do this at present. In the meantime, I will delete the account and recreate
Approver of the request for service
In clients edit option why not is possible add to clients like approver of request for service.. the only option available is like approver of OC
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