SDP Asset Management - Cisco Equipment Configuration Management
Does SDP provide such feature that I can use network scan to discover all the cisco router/switch via SNMP and also retrive the IOS version, configuration files into the asset record? And also provide the configuration comparison feature? If not, is it possible to integrate the DeviceExpert with SDP? Thanks.
Requesters via external database.
Hi All, Is there anyway to have SD+ or SD+MSP query an external database to get a list of requesters without importing them to log tickets. We are trying to prevent having to import and maintain requesters in SD+ from our accounting and production systems which are integrated. Thanks Tim.
Violation of PRIMARY KEY !!!
Greetings. At me a problem (I use version SD + 8015). If I want to use as database MS SQL - at restoration SD + from archive, there is such error. ========================================================= 23:14 Error occured while deletion of all table data please see the error log Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences 0-----------------------50------------------------100(%) ==================QUERY = INSERT INTO configurationrecord
Submit button for a new request quite often doesn't work
I'm using Firefox 5.0.1 on MAC OSX 10.7. I quite often attempt to submit a request in the service desk and when clicking the submit button nothing happens. The reset and the cancel button work and I can type in the various fields as well as make selections in the drop down boxes but the darn submit button doesn't do anything and there is no error message indicating the problem. Has anyone experienced this? I was also getting this with FireFox 4.0 and MAC OSX 10.6. Is there a fix for this?
Changed Domain Controller...now cant login
So this morning our domain controller was changed to a different server. The old domain controller also had our AD users/computers on it and that has been moved to the new one also. So, now we can not login because it's a different server thus the old no longer has the AD users. Is there anyway to change that without having to move back to our old domain controller?
rest api
I am not getting the proper output of rest api it is saying unrecognized authentication....pls help
Service Catalog - visible to requesters?
I have a requester log in created using Self service portal. When logged in I cannot see the Service Catalog. We don't currently use the Service Catalog, I'm looking at implementing it but this doesn't make sense to me if our requesters cannot see it. Please let me know if I am doing something wrong?? Apologies if this is a stupid question! Thanks, Angela
SLA changes and the User is not informed?
Sometimes User opens the ticket using the wrong template, it generates an SLA wrong too. When the SLA change no mail goes to the User informing you of new term. Why?
Add Catagory to Quick Create - New request
We would like to see the "Category" field added to "Quick Create - New Request" and make it a mandatory field. Also the view of this field needs to be expanded to at least 32 characters. Some of the categories defined in our organization exceed 32 characters. Thank you Kent Fischer
Approval via an email
Hi All! I have a "Requester" who is approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Service Desk Plus - Partitioning self service for multiple customers
We run a support desk for multiple companies and want to be able to partition the self service so that only certain companies can see solutions for their staff. Is this possible with the current version? I have worked out how to configure the ticket logging to be able to have multiple compaines by using the requestor config. So was hoping I can overcome this last issue.
Next and Back Button
Hi, Is there a next or back button in SDP ? I opened the Requests Tab and clicked on a ticket. If I want to view the next or previous ticket, what's the best way to do this ? Thanks, Jon
Importing Users Via Active Directory
I've got my import setup but the only thing I seem to pull in is all the users and not users from Specific OU's. Any ideas?
How to find my password of netflow's account 'admin'?
Hi I forgot my netflow password of administrator account 'admin',Can you tell me how I can find it ,Thx!
New Incident - Button Missing
Recently updated to the latest build 8013.... and along the top of the ServiceDesk Manager their is a a button called QUICK ACTIONS There use to be another button next to it which we could select a new incident prefilled (from our Incident Template) but I cant find this button or option Any assistance would be greatly appreciated Thanks Jason
Creating a request in SD+ (Professional) using the email command
Running SD+ (Professional) version 8.0.0 - Select Mail Server Settings/Email Command tab Enable E-Mail Command E-mail Subject contains @SDP@ Command Delimiter @@ Email Subject: SDP Test Contents: @@OPERATION=AddRequest@@ @@CATEGORY=Notebook@@ @@GROUP=Staff@@ This created a request in the Service Desk but did not populate the fields I'd specified in the email - it just used the email contents & put them into the description field of the request.
Asset Count - licence count
When an asset status is set as "Disposed", does it still count as an asset for licence purposes ? If not is deleting the asset the only way to reduce the asset count ? Thank you Ian
database
whenever i am entering any data in the database i am not getting it in the manage engine console..is there any solution...
Business rules isn't applied
I have created a business rule to place ticket opened by mail from specific e-mail (this is configured as one of our technician e-mail) to be placed in specific group. it doesn't work. although it worked just fine if the e-mail address configured in the sender (in the business rule) is corresponding to a requester.
Furture Release Change WorkFlow Update
Can we get an update on the Change Workflow addition to the Service Desk? It was supposed to be months ago and the roadmap just says Future Release
Add a note and Show this notes to Requester breaches response SLA
Hi Have an issue where we add notes and show notes to Requester also, but it still breaches the response SLA, is there a way to remedy this? This would not be deemed a response to the request. Regards MW
Does an api or web service call exist to generate reports?
from a review of the forum, it would seem that the api is for creating tickets only, rather than reporting (ie getting information out of the tool), but this answer was dated jan 2010 with an indication this capability was being considered. is there now an api/ws for generating reports or a query service to return datasets from the db? /kdl
Default E-mail Notification
Dear Team SD+ We want to reset our notification e-mail to default. Where we can find those default e-mail notification (reply, forward, etc.)? Regards, Eko
Graphical representation of Servicedesk implementation
Hi there folks, Does anyone have an existing graphical representation of their ServicedeskPlus configuration they'd be prepared to 'lend' me? Rather than start from scratch with my not-so-great skills I though I'd ask if anyone cleverer than me has done this already? I could then tweak to our own proposed config? Any assistance you could offer would be much appreciated and save me much time (and pain!). Thanks in advance! Angela
Attach notification request(s) to individual incident form
Hi, Can you please advise if it is possible to attach notification requests to individual incident forms as opposed to globally? We have a number of different forms that use the global responses, but it is necessary for us to be able to apply some different response(s) to just one or two of the incident forms. Thanks in advance for any response.
Provide option to be more secure
Have tasks only viewable by groups or by technician. Currently all groups can see tasks and close them even if not assigned to them. Have Roles associated to Groups. This would allow for technician to be part of different groups with specific roles for each group. This would allow for more secure requests transfer between technicians in different groups.
Domain Name Change - How to Prepare
We are currently in the process of building a new DC (domain controller). Whereas the old domain name was aapg.org, the new domain will be corp.aapg.org. When the new domain goes live, we will need to run around basically re-joining all the computers and servers, updating all their shortcuts and pointers (because IP addresses will be changing too), etc, etc.. Basically it's a new network, with all the same stuff juggled around into a more organized fashion. Here are my concerns with regard to
Not able to search by IP address any longer
Hello, We have just upgraded to Version: 6.0.0 Build Number : 6003 and it seems that we no longer have the ability to search by IP address when searching Workstations. When we scan our machines this information is entered in automatically and we need to be able to search for the workstation using this field. Right now it returns no results. Anyone else having this issue? Thanks Dave
creating Requesters
Is there a way for users to create requester accounts with out the admin setting them all up? We have a lot of different requesters from different areas so AD import wont work. When someone sends in a e-mail request can it create a user account?
Out of Operational Hours breach response SLA
Hi Any job that is submitted to our helpdesk out of office hours is breaching first response SLA. Operational hours do not include the weekend, but if a user submits an email on Saturday, 2 hour response is breached. We are on 8.0.0 Build 8013 Regards MW
techncian scheduler
when techncian is set to leave due to any reason. what is the action if someone assign to him ticket. shouldn't it be better if his name is removed the list (available technician)
Software Reports - Purchased vs Installed software
Hi There, I need the ability to report on the Microsoft Office software we have installed on all PC's. I need this filtered and displayed by Region and Site, so I can see which Region and corresponding site are using our licences and where any freefall we have may lay. Can someone provide the SQL for this? Many Thanks, Allan
Report with task
HELP : I want a report with task associated with requests...
Return to fresh install state
Hi, I tested Help Desk product and i would test it again from a fresh install state. Can I do it? Can I return to initial DB state? Thanks, Stefano
Security
Add the ability to add roles to specific groups. This would allow a Technician to be part of different Groups with each having different roles in those groups. Add the same role permissions for request to tasks. This will allow only Technicians in the group to see the Tasks and not other groups. Currently any technician can modify or close a task even if it not assigned to them.
Log to see who reads a document?
Hi, I was wondering..... Is it possible to have a part of the program do this? When we get a new starter it gets logged on the system and then a workflow happens. HR log user on system PR get an email and PR then take their photo and mark it as done IT then create new users card and mark it as done The system automatically creates the user in AD The new user starts and gets sent an email saying that they have to read the attached documents and say that they have read them HR now get an email
RE:New at Call logging
I just downloaded ManageEngine Service Desk. I'm required to set up a call Logging for my small company. I have never done this. I discover ManageEngine by Google. I need information to set it up. I check the help, but I could not get anything that really show me how to start running this program. Thanks
Incoming Mail Settings.
Hi, Due to security reasons and company policy its not possible for us to enable POP or IMAP. Don't you feel that there should be made available an option to select MAPI or Exchange server. Regards, Roshan
Self service portal, new user created from incoming email
Hi, Please could you clarify exactly how Servicdesk is creating a new user from an incoming email. Is the user name created from the email alias? What other information is Servicedesk utilising? Thanks, Angela
SLA rules Criteria - Groups???
Hi All, In our implementation of SDP 7.0.0 build 7010 we are attempting to assign SLAs based on the Groups. However the Group field is NOT a selection criteria under SLAs rules. Can someone explain why it is not there? And how I can request to get it added? Surely the SLA selection criteria should be able to be based on ANY standard field of a request? Or am I missing something? Cheers, Lew
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