Disabling Dynamic Requester adding doesn't work
I disabled the function to dynamicly add requesters not present in the application. Yet still when someone sends an email to the servicedesk plus build in address a new requester is being created. I use ServiceDesk Plus for managing customer support. Each customer has his email declared and an account created in the system. But people often send emails from different aliases causing havoc in the client database. Does anyone know why this option (disabling dynamic requester creating) might not work?
Linking SLA with Costumer
Hello, I want to link different SLA's to different costumers that i've put in my system. Can someone help me please? Thank you in advance... With kind regards, Önder
Cant Install Asset Explorer in Debian
Hello everyone. I am here due to i cant install Asset explorer in "Debian-6.0.2.1-amd64", the shown message is: root@infra:~# ./AssetExplorer.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ...................................
Survey Update?
I am wondering if there's any way to setup a survey to shoot out to user once in an email, or even once in general without having to send one out every time a request is closed, etc.
Questions About SDP 8.1
I was looking at the online demo of 8.1 and have a question. Will our users be able to create requests using a default form like they currently do or will they have to go through the catgory templates like the demo has setup? I also noticed this on the page when you click new incident in the requester portal, we are using Win7 and IE9.
Is it possible generate report using Excel or Crystal Report
I need more enhanced feature in Reporting, but customize report in SD5 not helping much. Is it possible to generate report using Excel or Crystal report, so I can do deep report analysis. Thanks.
solution approver notification
Running latest build of SDP. I cannot find where you indicate an email notification for a solution approver and a solution is submitted for approval. As the admin I get notified but one of the techs has the role "solution approver" but he is not getting the emails. This role is set for full control of solutions and the check box is selected for "solution approver" Thanks
Remote Control
Hi, Can you advise if it is possible to remote control a machine without having the user prompt to click OK. We have a few machines on our network locked in comms rooms and as nobody is there to allow us access to the PC. I understand why this has been locked down for end uers for secuirty etc, but for non manned machines it means we need to look at other products. I presume we have to modify the settings.conf file or something? Thanks Mark.
Survey update
Is there a planned update for the survey feature of Service Desk? We would like to have questions such as Yes/No answers and 1-10 scales but this isn't possible
Request or incident ?
In the GUI interface,I see incident and request words . I think it should be only display request,but request type can be different. e.g. incident request and service request. In other itsm software,incident and service are two modules.
Add Task from Task Templates in Forkflow Service Catalog
Hello. Please explain how can i do subj?
Multiple GL Codes per PO?
Is it possible to have different line items with different GL codes? What about having different line items be associated with different location codes? It seems like the entire PO is linked to a single GL and location Code, but we like to have a single PO to the vendor with different line items going towards different GL Codes and different lines going to different location codes.
Timing a Technician
I am trying to figure out how the timer works with incidents and how to track the technician's time completing. I tried going through the admin guide and what not, but it's still not clear to me. Mostly, when a new incident comes in, the timer is on, then when I assign it to a technician, does the time start over? Or how would some of you recommend it be setup? Thanks in advance.
Requester add restriction when creating request
when adding a request, is there a way to not allow a user to add a requester if they are not in the dropdown list? The list has lastname firstname and some users are typing in the first and then last name and of course they are not in the list. The user is prompted that the requester does not exist and asks if they want to add them... is there a way to disable this? best regards, jerry
SDP 8.1 Beta - Online Demo
Dear Users, The ServiceDesk Plus 8.1 Beta Online Demo is open for public and the same can be accessed from the URL, http://beta.servicedeskplus.com In case of any issues / feedback please contact us at beta@servicedeskplus.com You may face some UI issues, browser issues & localized translation issues. We are into the phase of issue fixing that were raised internally and also by the closed beta testers. After this we will have a couple of testing cycles. We can assure that we are definitely in
failed installation in redhat linux enterprise 6...
hi, I'm running Redhat Enterprise Linux 6 with xWindows installed. When I try to run the installer, it get as far as: #./Manage-------.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. is the installer support rhel6 OS? Any suggestions and help is much appreciated. thanks
Inclusion of Notes in Report
Is there a way to include a request's notes in a report? Custom SQL query? Any ideas? Thanks, Christian
Why not have release management?
Why not have release management?
unable to start servicedesk
Hi, i am unable to start servicedesk as the options in the tray is grayed out!! i belive i've exceeded the trial period also. but it should then go to the free period but it did not??
How can I Inactivate a Category
I want to inactivate a category. How can I do this?
workstation scanning results
Hello, We are having the following problem in SD+ version 8.0. When scanning a new workstation in our network we often receive information from another workstation that was already scanned. There is no difference if we scan the IP address or host name. For example when we scan the new PC A the username from PC B is filled in, so the original username asset from PC B is then empty. With this situation we do not have a correct asset overview we install a new workstation in our network with the
Auto create mailbox
Hi, I am wondering if there is anyway I could get exchange to automatically create a new mailbox for the user once a new user request has been submitted to ServiceDesk Plus. I was thinking maybe a Powershell script could do this but I'm not sure.
tasks without approval
Tell me please why task is assign to technicans and groups without approval? It's correct? I saw only one checkbox "Do not asiign technician befor Service Request is approved" it would be nice if the same checkbox will be available for tasks. Thank you/
ServiceDesk Plus within an iframe & a Web Viewer WebPart
I would like to run Service Desk plus from within an iframe viewed from a web part in SharePoint services. However, this is preventing categories from displaying in the drop down, and get the following errors(I've shortened the URLs): Homepage Line: 82 Char: 2 Error Permission denied Code:0 URL: .../HomePage.do New Request page Line: 1187 Char: 5 Error: Object doesn't support this property or method Code: 0 URL .../WorkOrder.do Can you tell me what's falling over here and how I might resolve it while
Great service
Hello, I rang about an issue I was having on the 23rd of December. As the lines were busy, I had to leave a voice message. It is now the 30th of December. I will wait to see when (if) I will get a call back. This is not the first time that this has happened. Maybe your service is as good as your product. Thanks, A user
Technician's permission to change CAB stuff
Hello, At this moment any technician in SDP has a possibility to add/remove a CAB member. How is it possible to restrict technicians in this aspect? Best Regards, Vlad
Remote Desktop Setting
Remote Control is not avialable in Service Desk Plus Professional. Only Remote Destop Setting is available. How can we take remote desktop through SDP.
Recommended live database size and archiving
What is the recommended number of tickets to keep in a live database? I'm just curious how to size this for archiving purposes. Right now, we are averaging about 1500 tickets per month. How will archiving affect reporting against tickets? Will it have any impact with the relations to changes or problems?
Purchase Order - Print Preview, Send page by eMail
As the PO that is produced for eMail purposes does not hold enough information ( can this be tailored) I have tried using the Print Preview, then Send Page by eMail. This works OK apart from preceeding all of the � characters I get the following:- example: Price Adjustment (£) Is there a way to fix this other than manually removing the offending characters or amending the template of the eMail sent to the vendors. Damian
Upgrade 8.0 to 8.1
Hello. We purchased version 8.0. Soon you have a new version - 8.1. We have to pay to upgrade?
Custom Reporting � Previous Weeks Closed Tickets
I have to provide management with a weekly report that contains the following: Total Number of Tickets Closed Previous 7 Days = Break Down of Each Category (Software, ect�) = Total Number of Tickets Open Greater Than 7 Days = Total Number of Tickets Closed Year To Date = Average Number of Tickets Closed per Week = Is there a custom query that would be able to produce all of this info on one report for me? If not, is it possible to get each report so I can then manually combined them (Like I did with
Service Desk Queries
Q: Can we add custom users if AD account is not available ? Q: For notification we can use Gmail, Hotmail & yahoo etc i.e. requestor have these id’s instead of exchange, AD account? Ans: Ye Q: How the licensing work service Desk? Q: For the requestor access is Arabic supported if its supported so any limitation is there?
SDP and Asset Explorer CMDB documentation and info
We currently have Asset Explorer implemented in our environment and are also evaluation ServiceDesk Plus and I was wondering if there is any integration/linkage between Asset Explorers CMDB and SDP? If so where can I find documentation or white papers on how it works specifically with SDP? I was able to find the CMDB for Asset Explorer here http://www.manageengine.com/products/asset-explorer/help/cmdb/cmdb.html But in the SDP admin guide (http://www.manageengine.com/products/service-desk/help/adminguide/index.html)
Consumables in ManageEngine ServiceDesk 8.0.0 Build 8020
Hi, I have Version : 8.0.0 Build 8020, actually i don't know how to use the Consumables at all. could you please to tell me how to use it?, i tried to make new PO and i put it as received items, still no result. thanks.
Modify Button on Requests Tab
Is it possible to modify the action buttons on the requests page? As we are using the Automated Close system, we would like to replace the Close button with Resolved, or modify the button so that is what it does to the selected ticket(s).
Custom Service Catalogue reports
None of the pre-built reports covers Service Category & Service. We are in the middle of rolling out a new piece of software and we have a service defined for it under the service category software. It is unbelievable that I can't quickly knock together a customer report listing service requests, grouped by service category and service.
Custom Filters set in User Groups
Hello. Tell me please, can i create a custom filter set in user group. I want choose users in groups, example,by custom field or other criterias. Thank you. sorry for my english.
Customize "Choose content variables"
Hello. I want to add to the template "E-mail requester when a request is updated." new content variable. Changes in the Request? How do I do?
Anyone with over 250 technicians and 15,000 nodes
I am upgrading to 250 technicians and about 15,000 nodes. Does anyone have that much techs and. Nodes in their environment. I think we may also have about 800 tickets a day. Thanks Seetwobyte
Deleting custom fields
I have a template where I have used "Add new field" and dragged it into the template to create the custom field. I no longer require them now but when drgaging them back to the left of the screen where the list of fields are, there is no way to delete them.
Next Page