ManageEngine ServiceDesk Plus app for iPad & iPhone
Hi, I just downloaded the two ME ServiceDesk Plus apps. ME SDP and ServiceDesk+ I assume that ME SDP is dedicated for technichian and ServiceDesk+(the one with the clound in the background) is for end-users. I was able to set up ME SDP by generating the key for each technicians who are using it. However, I wasn't able to set up the ServiceDesk+. I got the "Request Failed. Status: 404" error. I checked the Server, Port, and Protocol and they all are exactly the same as the other app. Any thoughts/ideas?
SLA Support Hours per month
Hello All, Our SLA's run for a period of 1 year but the hours allocated to customer renew monthly. So e.g. the customer signs the SLA on 01/3/2011 and the contract will be renewed again on 29/02/2012, each month the customer is allocated 10 hours, unused hours, up 60% of the contract, are carried over for a maximum of 3 months. I need to know Is there away to see how many hours the SLA customer has used in a month and how much the customer has left for the month. ATM I have set up
New release
When the 8.1 release is officially scheduled?
IP address field for IT assets?
I created a new product type of IT assets called Copiers--we want to track the name, model, IP address, etc. The only problem there is not a field for IP address. There's an IP address field for workstations and servers--just not for this new category. Is it possible to add this field? I don't even see an IP address field for the routers and switches categories either. Thanks!
Approvals in ServiceCatalog
Hi, We use SD+ v8017 and we configured our Service Catalog and are testing it. When we use extra Resources in a service containing different questions, there is no possibility to set these fields as mandatory. Is this possible in next versions or in the new release of 8.1? Also when the user doesn't fill in all extra resourcefields and the approval is done, the status of the approval is reset to pending when a technician fills in the empty fields. This is unusable because approvers gets multiple
What can requester see in webportal?
Hi What can requester see for information in webbportal? it seems that a requester can not see worklog, only solution. Can I change setings for this so that requester can see worklog in webportal?
Seeking on Logon name
Hi Why cant I seek on requseters Logon name in incident view?
Request inactivity notification/reminder
Hi all, we are evaluating the ServiceDesk solution for our company. We already set-up SLA in order to avoid late reply to the customer. We can't find a way to be notified if a request is inactive for too much long (like inactivity timeout). I mean, our need is to have notification if a requests has been taken in charge by a technician, the first reply has been done, but at one point the technician (or the customer) is not giving replies anymore. We need this in order to avoid to have requests that
Request Approval History
Hi There are 2 issues: 1. How can I see Approver Name in request history instead of his email? we generally don't use emails. 2. How can i have a view of all my past approvals (history) in my home page? Thank you Amir
SD+ To MySQL 5
Ok, So after reading through all of the previous post I still cant get SD+ to run on my instance of MySQL 5 on our db server. Based on the previous posts I have changed the mysql-ds.xml file to point to my DB server with the appropriate user name and password, I have tried with root privileges also with the same issue. When i launch SD+ It gets about half way through then crashes, there are no error reported in any of the logs the application just seems to shut down. I'm running SD+ 5.5.0.7 mysql-ds.xml
Technican rights for edit requests.
Hello. How can I do to technican can resolve requests, but cant modify description and subject. If i check only one right "Resolving Request", technicans can automaticaly modify subject and description. I think it's not quite correct. For example. I have approved requsets for change anythink. This request can resolve one technican, but he can change the description and change conditions of approved request.
How many assets and users are too much?
I have about 5000 assets and about to reach 11,000 users in Service desk with 60,000 tickets. I was wondering if anyone else have a large number of users on Service Desk and how are they configured to help performance.
How to put different time resolution in ServicesDesk Plus 7.6.0 Build 7604
Hello to Everyone!! I need to know how to put differents times for each Subcategory and display in the notifications sent to customers. thanks in advance
IT360 / Fail over covers Service Desk Plus ?
IT360 can support failover Is it cover servicedesk ? Using same db I think, Am I right ?
Correct request workflow
Hi I have an urgent request! It seems by now there is no chance to have Request Approval before task assignment. So I have to handle my flow in another way. For example, I want a flow for request "Creating Username" .... My flow is like this (step by step): 1. Create username in Active Directory ---------> being done by technician X 2. Associate an account in Intranet website for the newly created username ---------> being done by technician Y 3. Activate account for service request
Disable iPhone / Mobile version
Is there any way to disable the mobile version of SDP? The iPhone version when loaded in Safari is far too limited to be useful for our techs and they would like to be able to access the full site. Thank You!
Filter request -All my requset-
HI How do I do to to put a filter request for all technicans (not private) that show "All my request but not closed ones"?
Servicedesk integrated with Provide Support live chat?
Hi all & Servicedesk Plus team, Has anyone any experience of integrating Provide Support Live chat into Servicedesk? If so, please share how you did this, how you manage request history, chat history together etc etc? Obstacles? Recommendations? Anyone with experience of integrating other Live Chat solutions please also feel free to share your experiences. Since there is no confirmed time line for the Servicedesk Plus Live Chat solution I need to seriously consider other solutions and integrate
Request For Approval
When i send and request to an approver, i provide them with the "Approval" link, as well as a link to the origional request. How can i configure, so that the approver is able to see the origional request? Thanks!
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to Add/Edit requests by passing plain text in the description field. but I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content in the description field I am getting following error "Error when parsing input XML elements - null - null" Request Is
Email template
Hi I are doing email template for forwarding. I need to get in requesters logon name (CN) in the email form, but do not find the command for that ($Logonname, $CN...) Whats command can i use?
SD-Home Page-Change task to complete - Radio Button
Hi, On the Home page (tab) in SD under the Tasks section, there is a radio button beside each task belonging to you labelled "Change task to complete" I have a few users who don't like that option...anyway to change the button to something else or remove it? Thanks
Technician notification on status change
Is it possible to notify a technician when the status changes on a request? I can't see an option in the notification rules.
Reply to ticket question
We are on SDP 8.0 build 8021. Currently if a tech looks at a ticket and clicks the reply or forward button the email goes to the user from our default "helpdesk@ourdomain.com". Is there any way to make it so that the when a tech does this the email would go from that tech's email and not the generic "helpdesk" account?
How to set default technincan in quickform
Hi Can I set in a quickform, that technincan that is loged in servicedesk, are automtic set as technican in a incident?
error message
I installed manage engine service desk plus 8.0 on window server 2008 with sql express 2008 installed on it but i keep on getting "error serive desk is not started" I try starting it manually but no success.
Services desk plus
Dear IT Services desk plus I want ask about services desk plus. When users make a phone call to IT technicians. Services desk systems does it have automatic add it to Requests tab or IT technicians must input phone request it manual .If services desk can automatic add request phone to Request tab please help me do it .Thanks you very much Regards
Filter limit?
Is there a limit to the number of filters that can be applied to the custom request list view? I have a technician who says he can't seem to add more than 15 filters.
How to Change Database Connection in Helpdesk 7.6.0 to MSSQLServer 2008
We're using Helpdesk ver 7.6.0 and we've plan to migrate our helpdesk database into MSSQLServer 2008, but when we're using changedbserver.bat we're not able to detect MSSQLServer 2008 service. Can anyone give me a guidance about our problem? Thanks before.
Services desk plus
I want ask about services desk plus. When users have phone call to IT technicians services desk plus program have auto update request to services desk plus Requester ? if it can do please email for me how can i do it. Thanks you very much
SD+8 AD import not showing all OUs
Hi, We tested ServiceDesk+ 8 for some time and ended up purchasing licenses because it does what we want/need. When I try to manually import our users from AD so they show as requesters I only see one OU called "Builtin" (the first OU in the list for our domain. I tried to do this on our test server and there I only see the OU "Member Servers". I used to be able to manly import the users from AD but somehow this stopped. When I try to fetch all OUs from AD I get the same results, only one OU and
Problem Management
When selecting a technician to take action of the Problem, no e-mail is sent to him to inform him about this assignment.
Backup Question : Local Backup vs. SQL DB Backup
I'm running ServiceDesk and I run the local backup schedule in the admin settings of the ServiceDesk, but I'm also backing up the SQL DB off our SQL Server. I wanted to verify if I have the SQL DB backed up, do I really need the local Scheduled backup? I'm trying to save space on the server and the local backups are HUGE and I figure since I'm backing up the SQL DB I should be ok... I tested setting up another Service Desk instance and pointed it to a copy of the SQL DB backup and it looked like
Multiple email addresses for Techs and Requesters
Can ServiceDesk be configured to allow Requesters and Technicians to have more than one email address so that replies from their personal or department email addresses are mapped to their individual Requester record?
$ commands in Replay template
HI Can i use $ (ex $title, $Description, $UDF_CHAR6) commands in email replay templates? if not, why? I´m also have need to put in one "TO" email address in a reply template, thats for function to forwarding a incident by mail to 3part support.
AD import only shows Builtin OU
Hi, We have tested SD+ for some time and purchased licenses for the standard version to start using it in a production environment. During the tests I was able to import our users from Active Directory so they show as requesters in SD+. When I tried to do a manual import today all I see is the Builtin OU (first OU in the list for our domain). All other OUs are not visible. I tried with several usernames and passwords but all show just the same Builtin OU and nothing else. This worked fine but suddenly
Can not see additional fields in a incident
Hi I have put in some additional fileds in a incident, but when I open that incident with addditional fileds filed in, I can not see this information in the incident, only when I thake the incident in editors mode I can se this additional fileds. And when i put this additional fileds ($UDF_CHAR8) in one email template, I do not get that information in the email. Is this possible?
how to see the user/login name who assign
I need to know the login name of the person who assigned a solicitation to a technician. On the Notification Rules at the Alert Technician by Email when a request is assigned you can not add the login name field because it is not listed on the subject variables nor the content variables. I tried adding on the subject the field $LoginName but it doesnt work. Is there a way to do this? This is because as the technician can change the request and the assigned technician; is very important to know who
Import Requests
Do I still need to send you the .XLS file to import old tickets from a spreadsheet into ServiceDesk?
Service Desk Plus Integration with Level Platforms LPI
I would like to integrate my monitoring system with my ticketing system. My interface for this looks as per my attachment . lpi.png Can someone save me the hours of permutations required to guess the right settings and let me know if there is a ManageEngine reccomended way before I start down that road ?
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