Remote Control Shortcut
Hi, There is a shortcut created on the desktopo after ending a remote control session. If you click this shortcut you will get connected to the requesters machine without them knowing. There is no prompt on the users end that a technician is viewing her screen. Has this been addressed on the new release ? Thanks, Jon
Service restart automatically - java maxiumum
Hello, I have a big problem. When I start the service "ManageEngine Service Desk" java is up to the maximum performance of cpu and ram and the service restart automatically. I tried doing the restore on another server windows, but the situation is the same, the service manageengine start and java goes up (50% cpu 700 MB ram) for 5 minutes and then restart the service, this continuously. I tried to restore the full backup that is trimmed back but nothing. OS: windows xp sp3 servicedesk build 8017
Hide Option in Portal
Hello it's possible to hide "About", "Feedback", "License" and "Help" button? (for Reguester and Technician) Thanks.
Possible improvement in view options for ServiceDesk
My company uses ServiceDesk Plus 8.0. Recently we've been inundated with new Help Desk requests due to a database corruption issue. The folks that work in that dept. told us it would be ideal if there were a way to have a view option where you could see your tickets in a window - but have tabs in the window that would be one tab for each subcategory in the Category you're presently working on. Would this be possible? Please let me know. Thanks! Allan Kellner
Support e-mail address
I have three accounts and I want two of those accounts to share requesters. Will the servicedesk respect the "Support e-mail address" which is different on each account or will it search through and find the requester first? I also tried adding the requester to both accounts thinking then it may respect the account default address but it always goes back to the account that was created first. Any help would be appreciated. Thanks Jon
How to host ServiceDesk plus
We purchased the service desk plus version 8. It is working fine in the intranet. now we want to the service desk plus online. We are planning to host it from our internal server itself....Could anybody help me????
Email notification
Hi, we would like to notify technician not using global rule "Alert the following technician(s) by e-mail when a new request is created" but per incident template. Is this possible by configuration or is there an other way to notify a group of technicien following template criterias ? Best reagrds, jeff
"Query Report Public" Access
Hi we have the following problem. As Admin, I have created a public query report, but the other technician doesn't see this report. In general, only the technician with SDAdimn role associated can view, submit and modify this report. Our structure is the following: Technician ADMIN -->creates the query report public; the role associated is SDAmin Technician Group --> Submit only the public report; the role associated is SDReport All technician have the role SDReport associated . I need that the technician
Categories
I am new to SD+ and I was hoping someone could give guidance on how to setup categories and have only specific Technical Groups see their respective Categories, Subs and Items. For Example, the categories that the Desktop Services group use should only be visible by that group and likewise Application Support should only see their's. Is there a way to do this? So far, I've come up with having the Groups setup as a Category but in this instance they'd only have two tiers left: Desktop Services
Wrong link in mail
When we make an announcement and we want it to be send to a list of mail-adresses, this mails opens very slowly. The reason is a wrong link/reference in de html-code of the mail. <style>p { margin-top:0px; margin-bottom:0px}</style> <base href="http://orion/" /> <link rel="stylesheet" type="text/css" href="http://orion/style/htmlarea.css" /> <style> html,body { border: 0px;} </style> <p><font face="verdana,arial,helvetica,sans-serif"> <font style="background-color: rgb(0, 204, 255);"> The link to
8.1 Beta missing features?
Where are the project management and change workflow features? I installed the beta as the Enterprise version and these seems to be missing. Are these not included in the beta version?
HTTP Status 500 when access SD+ by Blackberry
Hi all, I have a problem with mobile browser. When i try to access it by Corporate blackberry, i will got HTTP Status 500. My company use BES Service and not block anything from BES. Is there someone have this kind of problem before? Below is error message. ---------------------------------------------------------------- HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
trouble with the group ticket notifications for a certain specialist
Hi. We have ServiceDesk 8.0.0 8013. Mail Server Settings: Address: ServiceDesk@domain.com Notification settings: specialist receives an e-mail message after the ticket is set to him. Settings for the group: all tickets sent to application@domain.com are set to the group «A». Notification problem: the ticket sent to application@domain.com is engaged by group and the group member does not receive any notifications. Is there a way to configure the group ticket notifications for a certain specialist?
Troubles with category at email request
Hello! When request comes with email, it always have some category. I need make that technichian must choose right category when he have request. They always forgot to do this, because it allready have some category. There are any possibility to make new request which comes form email with all empty category? Regards, Anton.
Manual for installing Service Desk server
Dear Support Team, Any manual for installing SD+ server? Regards, Eko
Change Management with Overdue Notification
Dear Sir, Can we configure the overdue notification in change management? for ex: if the change has reached the schedule end-time but the status is not yet "completed", then system will send out the email notification to the technician and the CAB members. Thanks a lot. Regards, Alan
Email Commands
Hello SDP Support, SDP doesn't have the ability to send mails on closure via businessrules, so I was trying to find a workarround. In my scenario I send out an notification with the notification rules, when a request is closed to a specific email adress. This adress is the same I use for SDP to send emails. So now I want to use the email parser to to set a specific value in the field mode. Would it work now with busines rules, that the value will be set after the request was closed? Will there ever
Purchase order Question, same products from differnet vendors
I have another question with raising POs. We routinely purchase items from a number of suppliers/vendors to ensure we get the best price. It seems that when we try and raise a PO in SDP, for a product that we have previoulsy ordered from a differnet supplier/vendor (reseller), then we cant order the same product item form a differnet vendor/supplier (reseller). We get this error
Roles
I want a technician to be able to create a reply template (located in the admin module). Can I do this without making them an admin? Furthermore it would be helpful to be able to give a permission to allow access to everything except the reports module which may contain sensitive information.
Another Purchase order Question
when I wish to raise a PO for a software item, I only seem to be able to add sofwtare items that the system already knows about. THe software item list seems to be populated by virtue of sofwtare that SDP knows about when I have scanned devices. If I am buying a pirce of software for the first time, it will not have been instaleld, SDP doesnt know about it so its not in my known software ist. How can i manually enter a new sofwtare item into my PO. Thanks
Want to allow custom role with permissions to edit incident template and service catalog
Hi, I created a custom role for some technicians and wanted to know if there was a way to allow that group to edit incident templates and the service catalog without having full SDAdmin priviledges. Is there a way to do that? Thanks, Leigh
ServiceDesk Plus Mobile App
Hi! Will the ServiceDesk Plus Mobile App work with IT360? Thank´s Erik Channel Manager at Inuit Sweden
Left panel width
Hi, we are testing SDP. We use it in Spanish. I need to increase the width of the left Panel. In the Spanish translations, subjects requires more letters and they don't get displayed. Is there a way to do this? Thank you!
Features/Bugs tracking
Hi, You often provide us IDs for bugs or features, but there is no place where we can track the actual progress of that bug/feature ID. Would it be possible for you to create a searchable table for all users on this web site like following: ID Type (Bug/Feature) Description (description of bug/feature) Submitted (Date when ID was assigned to bug/feature) Priority (Urgent, Normal, Low) Progress (Denotes current stage of the ID: 1 - New, 2- In development (in progress), 3 - In testing stage, 4
Download New Build Number
I have install servicedesk Build Number 5502, is it the last one or there is still be new one...? if there is a new build number where can i download it...?
Deletion of Request/Incident tickets
If I delete a request/incident ticket, is that a permanent deletion or a logical deletion? By logical, I mean is it marked in the database as deleted but the data is still there in the database?
Version 8.1
Hi, I was just wondering if you could provide a rough idea of when Version 8.1 may be ready for release?
Service Catalog as startpage?
Can you make the Service catalog as startpage after the requesters has logged in? /Andreas
Send Attachment
Hi, is possible when you create or reply to a request to send a file to the recipient? I attach the file to the request but not send it. Thanks in advance Daniel
ManageEngine ServiceDesk Plus Training at just $299 at our User Conferences - Hurry up and register!
ManageEngine is all set to host User Conferences in Boston, Washington DC, Chicago and Dallas. Boston 17th & 18th Washington D.C 20th & 21st Chicago 24th & 25th Dallas 27th & 28th (Click here for the venue at each location) Technical Training & Certification at $299 and NOT $2995 ManageEngine Training Program covers in-depth technical training of products that we use. Originally, this training costs $2995 but if you can attend it at the conference for just $299. ManageEngine Product Training helps
Resolution not saving when closing call in FireFox.
I'm running ServiceDesk Plus 8.0.0 Build 8013. It appears that when you close a case and input the resolution, when you click save, the resolution blanks itself and then when the closure email goes out blank due to the resolution being cleared. It seems to only happen in FireFox. IE seems to work fine but I've never had the issue in FireFox before. Curious if someone else is having is having this issue or if maybe its a new bug in this current build?
Change purchase order flow
Hi, Here in Mexico in almost all situations we need to make the payment before we receive the item and then the invoice, so I need to change the flow order (the one we see in the picture) because the payment rigth now is at the final process before close the purchase order, but we need that process to get in the middle between ordered and received then invoice received then purchase closed, is there a form to do this? Regards.
Cancel creating workorder by e-mail
Hello all! I want to know, if is possible stop the service that creating the request by e-mail. Tks...
Removed active directory authentication
Good Morning, I just removed the active directory authentication and am not able to login anymore as my user was directly imported from AD. Can you tell me how to re-enable it ? Regards.
Can reply emails be automatically associated with a request?
We often us the Reply to the Requester function to send an email to a requester. The From field in the mail is set to "no-reply@mydomain.com". Is it possible to configure ServiceDesk Plus such that when a requester replies to the email that the email is associated with the request?
Unable to Install Trial
I wanted to trial the new version of manageengine but sadly the installation is not going well for me I've installed the application clicked on open web client but nothing happens I'm trying to use the mssql option. I've noticed after installation nothing is even added to the allocated database (no tables , views etc)
How to connect
I installed Service Desk Plus on a "server". How do I access it on other machines for different technicians? Is there a client software I am missing or do I access through a web browser? Thanks! Greg
Developer Edition of SDP
Hello SDP Support, it would be great if there would be any kind of developer edition, I like your product but it is not customizeable enough to buy the Enterprise edition. Especialy the notification rules should be totaly customizeable, for example that you can choose yourself which persons geht which email on customized events, this way most other help desks have a much better notification system. With a developer edition it would be much easier for companies to fullfill their requests on the helpdesk.
Pathetic Tool I have ever worked upon - Adventnet manage engine
Worst tool I have ever worked upon in my life.... Not at all able to compete the standards for BMC remedy or IBM Tivoli... We are using this tool at First Gulf Bank, the tool goes down every 15-20 mins and then the tool admin has to restart the services. I have been associated with first gulf bank for last 6 months and never had a good day with the tool.
Software Licensing - Volume Licenses
I'm experiencing the same issue as listed with this forum article: http://forums.manageengine.com/#topic/49000002674225 I would like to know if this will be fixed or if I need to add a volume license with number of licenses (1) and add the number of allowed installs?
Next Page