automated email interaction with our suppliers
Like a lot of companys we outsource some of our IT functions. We interact with these suppliers by automated emails containing data from their helpdesk systems. Is that something Servicedesk can automate for us? For example, * if an an automated email gets sent from our first-line support provider, the date gets scraped out and created as a ticket automatically in the helpdesk. * if we update the ticket with an action for them, it emails them back * if we then want to send the ticket to our
Multiple Scheduled Scans
Hi Is it possible to set up multiple scheduled scans, as we have offices in different countries and therefore different time zones, and not all machines are switched on at the same time. As a result, we end up with a lot of machines being missed out of the scheduled scans. Thanks Doug.
Hotfix 8020 Released !!
Dear Users, Hotfix over 8000 has been released. Please refer to the following announcement notification for more details. https://forums.manageengine.com/topic/hotfix-8020-released Regards, Srikrishnan.
iphone app authentication with multiple domains?
I read in a previous iphone related post/question that the iphone app will not work when there are multiple domains available? Is this truly a limitation of the app? We have multiple domains available but our technicians logon using Local Authentication. Can an 'authentication type' be added to the road map for future iterations of the iphone app?
Update of PC's IP adress in ServiceDesk
why ServiceDesk do not update IP adresses when they are redistibueted by the DHCP server .So i have to rescan times and times again.. Please help me.
Change name tab Issues
Hi, I need rename the tab Issues for Redmine and I did not find this option. You can help me? Thanks Nestor
Adding Additional Fields to Approver Screen
Hi, My manager always hesitates when approving a service request which depends on the Job Title of the requester. Currently system doesn't show the Job Title of the requester. How to add it to the Approver screen? Regards, Majid
Questions for SDP HDD choice.
Currently we are using about (Number can be changed anytime. so answer doesn't need to be 100% accurate) 40 - 50 Servers(including VM), 50 - 60 Workstations 35 - 45 Network Devices (Switch, AP ...) 2 - 3 manager(admin) Currently using the APM / OPM and want to add the SDP for it. How much HDD space will be needed for a year?
Servlet or REST Function to List All Requests
Is there a function that can be called in either of your API's to simply list all requests in the system? All of your documentation leads me to believe that one can only ever work with a single request because each function requires a request number to be submitted. Thanks, -Sheppe
AD Additional Fields in Incident template
I'm not sure if I'm missing the procedure on how to do this, but is it possible to have an additional Requester field that's populated from Active Directory visible on an incident template? At the moment I'm not seeing anyway of seeing the contents of the additional details other than clicking on the persons name and opening their details.
Asset module and Active Directory
I have a list of computers that are possibly no longer in use, some are in other office locations. For arguments sake let’s say that the computer names range from LP001, LP002, LP003… etc. up to LP010. Since I cannot confirm that all of these computers are no longer used, could I not disable the computer(s) in Active Directory and when I run an Asset scan, they would not be added to the Asset list of ”failed during last scan list”?
How to rename 'New Incident' buttons back to 'New Request'
Hi - I upgraded my OpManager last night from 8721 to 8812. After the upgrade, the ‘New Request’ button on all the panels changed to ‘New Incident’ and the technicians are finding it confusing. On all the Panels, where there used to be a button for ‘New Request’ the button now says ‘New Incident’. On the Requests Panel, in the Request screen, the ‘New Request’ button has also been replaced with ‘New Incident’, but the ‘Edit Request’ and ‘Link Requests’ buttons remain unchanged. I am attaching
Report links are pointing to wrong server
Hi there, We recently upgraded to the newest version of ServiceDesk Plus Enterprise. Since then, it seems all the links that allow you to drill down into a call are pointing to our development server even though the current DB connection is pointing to production. Can you tell me how these links get their URL and if I can change this some how? Thanks Eva
Ticket Status
Hello Support team, I want to know if there is a way to auto-update the ticket status to assigned once I assign a ticket to a specified technician or a group. Thanks, Jedidia
Software License Management - Enhancement
Dear All, We are planing to enhance the software license management system, so we need your contribution to enhancing this feature and if you faced any difficulties in software licensing or if you need any new features in software licensing kindly post your comments here. Here is the list of features to be included in our product. Suite license management. Ability to add Software License Agreement(s). Notification for expired software license agreement(s). Support for renewing the
Feedback
Hello, We're currently testing Servicedesk+ to see if it fits in with our requirement against several other products and found it very good. If possible, I'd like feedback on your experiences such as: Pre and post support and sales Using the application and how it helped you and the people you support. Many thanks
Robust request search?
There does not appear to be anyway to search requests apart from a default 1 word search option on the left hand column. What if you need to search your requests for a request that has the words 12 rings in it, but not necessarily contigious? Is this being fixed soon? Thank you!
Function for Schedule Report ?
Dear Support I need to provide daily schedule report to every IT team. Can multipe reports send together with one email ? Can I send the report to my management using Cc ? Thanks Regards Frankie
email notification
Hi, Can I set the email notification in the template request? I must send email when the user opens the request with particulare sub-category. For example: When 1) sub-category is ‘MEV’ I must send email to :xxxxx.yyyy@libero.it 2) sub-category is ‘MCO’ I must send email to :aaaaa.bbbb@libero.it thank you for any help! Zezzik
Handling an email where servicedesk is in the bcc field
We get quite a lot of emails that are sent to us at our company email address that we really want on ServiceDesk. If we reply to the client we lose the initial part of the email conversation if we transfer it to SD. Could we have the feature added so that if we put the SD email address (or another that SD recognises) in the bcc of the email, when SD sees that its email address is in the bcc field (rather than "to" or "cc") it creates the job based on the email address of the primary recipient of
Validate Ticket from external server
I was wondering if there was a way to pass a ticket number from an external application to SDP to see if it is a valid, open ticket.
Notification to requester if he/she reopened a ticket
Is there a possibility to enable such notification?
Servicdesk create a new empty db
Hi there, We are facing the problem that the db of our test instance of SD (Build 8008) got corrupted and as it is test we don't have a valid backup :). So I need to know if there is any possibility to create and attach an empty database to an existing SD installation. Thanks and best regards, Markus Purker
browse database using phpmyadmin
Dear all, Can I use phpmyadmin or other GUI tools to browse servicedesk's database? Please tell me how. Thank U Samuel
Organization Name cannot be used as Vendor
Hi, I am currently evaluating 8.0.0 Build 8017. I have entered my organizational details and enter or company name as XYZ I tried to enter a new vendor with the name XYZ and the following error comes out FAILURE :Vendor with same name already exists. Please provide a different value. Is it forbidden to use own company name as a Vendor Thank you Baran
Resolution templates
Hi Support, Does a resolution template change the request status? Can it only fill in the resolution field on a request? If it can't close the request and set additional fields, can someone tell me why I would ever want to use one? I use incident templates to close requests with a common resolution - if the resolution is the same, then it sets the category/subcategory/request type/impact/urgency, etc and sets the request as closed. If you are adding a common resolution you will set the status to
How to remove group?
I want to remove group. If I delete the group the message "Can't delete because the groups is in use by another module" I need your hepl. Thank you. Denis
more additional fields
we're evaluating the sd+ software, but we need more additional fields in changes and request item? is possible add more fields in this tables? with 4 date fields in changes it's not enough for us. how we can add more fields, date, text or numeric? in the other hand, we install the spanish version, but there are a lot of text that is not translated. thanks
Email distribution lists
I have a requirement tobe able to use SDP to send email to all registered users not just technicians. Can SDP be configured to allow messages to be sent this way? If so, how?
ServiceDesk category / sub category / item display question
Hi - In the ServiceDesk / Admin / Category panels, the Category, sub Category and Items are displayed sorted alphebetically. But when I look at those same items in the requestor interface, they are sorted by the SQL item number and so Requestors spend quite a bit of time searching through them. Is there a way to sort the items alphabettically for the Requestor view? Perhaps a sample will help: From ServiceDesk / Admin / Category screen: Category: Desktop Sub Category: Adobe Acrobat Adobe Reader AV
Possible Bug in Purchase order process
We have recently started using the PO part of the system. Ive setup a number of additional fields to show on my PO. When I raise the Po all of my additional fields show. Once Ive completed the PO however, if I generate the PO copy by using ACTIONS email to Vendor, one of the fields (cost centre) does not show on the generated copy. If however I choose, print preview of the same PO and then choose to 'send' (email) that to the same vendor all of the fields are present in the resulting PO.
Incomplete asset scanning
Hello guys, Got a problem with asset scanning in that it does not seem to scan everything, especially with software: gonna give one example. I have an dedicated Exchange Server 2010. I use agentless scanning. I noticed only three things were getting scanned with agentless scanning: - Microsoft Silverlight - Windows Server 2008 R2 Enterprise - Windows Internet Explorer 9 The strange thing is it does detect hardware and (which is noticable almost every scan) the free space on drives. So i thought,
Update ServiceDesk Plus
Dear I've updated the 0009 version of ServiceDesk at 0017. After the update, I can not see the images that were in the service catalog templates.
Edited Time Spent Report Graph Always Shows Count
I am trying to create a Time Spent report with a graph based on the pre-defined 'Time Spent by Technician' report. I would like it to show the sum of time spent per technician but I cannot get it to do so. The column summary is set to 'Time Spent - Sum' but the graph always displays the count of cost entries. Any help would be gratefully appreciated. Cheers John
Can you restrict incident templates to a site?
Can you restrict incident templates to a site or technician group so people don't have to choose from a long list? This is for technicians when applying a template to an existing request. Thanks, Dean
New PM task
I would like to create a new PM task that appears in the Unassigned queue on a daily basis. SD+ requires that I assign a technician to this task. Our field techs rotate in and out of the office, so I can't assign to the same tech on a daily basis. I want all techs to see this daily PM task and have a tech take ownership. This is a simple task that anyone can perform. I am trying to 'spread the wealth' by cross-training, so to speak by having more than one person perform the task. Is there a way
How to change attach file directory
The customers have installed SDP on drive C: and they have been facing disk space problem. The problem is the system has many attach files and they want to relocate ‘fileAttachments’ folder to drive D: to decrease disk space on drive C: Can they do this and How they do this? Please advice. Customers use SDP 7.6 build 7608. Best regards, Songtham
BUG in Request List Display
Hi, I use SD+ v7 build 7004. When I uncheck all column in 'Display column menu' except column Created Date and Completed Date, I can't revert this action because the 'Display column menu' also gone..!!! Please see attachment, as you can see "Search menu' is also gone!! I have tried restart SD+ service but nothing happen. How to solve this problem?? Please help. All help appreciated. Thanks.. Tamam
Timer - SLA - Due By Date
How many timers are there? Is there one for the SLA, and one for time spent on a request? Or is there just one timer used for both, the time the request was opened to resolved and for the SLA? For example: 1:00 Request is submitted. 2:00 Status is changed to Onhold, stopping the timer. 4:00 Status is changed to Open, starting the timer. Now, it has been 3 hours since the request had been submitted, but the timer has recorded 1 hour. Which time governs the SLA? The 3 hours or the 1 hour?
Outlook and SharePoint integration?
can service desk be integrated with sharepoint? specifically send and/or receive tickets and updates?
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