Active Period in Contracts - not mandantory?
We just purchased SDP and are entering contracts, is there some way to change the "active period" in the Contract Rules to not be mandantory?
Cannot approve PO
We're just getting ServiceDesk + 8.0.0 configured. We've setup our CFO as a Requestor and checked the option of "Purchase Order Approver", however when we create a PO and it is sent for approval, the person receives a message "You cannot approve this PO". Are there settings regarding PO Approval elsewhere? Some posts I read make it seem like a PO Approver needs to be a technician.. this cannot be true?
Default incident template
is there anyway to allow another template to be the default template Thanks Frazer
2 question / difference between "service catagory / request" and "requests / new incident"
Question 1 So i was looking into the possibility of linking a request to a PO, but this does not seem to be possible, am i right? Question 2 During this search i installed the trial of the enterprise edition. I found out that there is been made a difference between Service categories and incidents/requests. But i don't get why i should be using the request anymore? I mean with Service categories, the end-user hardly has to fill in a thing. He can't change category/subcategory which keeps the room
Preventative maintenance on several assets
Is it possible to to setup preventative maintenance for several assets within a single task? The example I have is that we need to update groups of laptops at once, and would rather there be a single ticket for each group than an individual ticket for each laptop. Cheers,
Adding Companies
Hi, Is there a way to add companies to SDP ? Without having to import the complete requester details from a CSV file or from AD. Thanks, Jon
survey doesnt have answers to select instead of satisfaction levels?
I noticed the survey doesnt have the ability to put custo answers into the survey but instead as satisfaction levels. Is their a work around for this that would allow me to only show the satisfaction level during certain questions or just display answers during certain questions?
problems with calculating the total costs ?
Hello We are running SD+ 8.0.0 Build 8013 I am facing a strange problem regarding total costs calculation In the costs tab, I have the detailed costs: The resource info tab shows following total costs: Is this a bug? Regards, Marc
Technician contact details in Request
Hi, Is there any way to show the technician contact details in the request, we have the requester info but our organization requires technician details as well. please suggest if you have any solution.
Text format
Hi. Can I to change the text format in the messages I send from ServiceDesk? My user complain about the text. It looks like a "notepad" and it's difficult to read (no formatted and without spaces). The messages we get into the system are "HTML" formatted but when replying, it turns into simple text. Any ideas?
Work logs
If I set the Work Log as a mandatory requirement for a technician to close a request, the technician has to select "Add work log" on the Resolutions tab. I suggest that when the technician selects the user tab, SDP checks to see if the work Log is mandated. If it is, SDP automaticaly opens the work log at the bottom of the resolutions tab. (I have had a number of my technicians expressing frustration at having to click the "Add work log" option since they often find out they have forgotten it
Technician alerts
We have "Alert technician by e-mail when a request is assigned." checked. We have 1 technician who says she isn't receiving an email when a ticket is assigned to her. Is there any record of these notifications I could query? We've confirmed her email address is correct in the system and the other technicians assigned to that queue do receive the notifications. Thanks.
about release management
Could i ask why there is no Release Management in Services Desk Plus? It is possible to include Release Management in future.
How to Modify the fields present in the requests call sheet printed by the technician?
We would like to modify the requests call sheet printed by the technician upon closure of the call for getting the acknowledgment of the users. The fields present in the standard call sheet need to be edited- few fields need to be deleted and some other fields need to be added so that the user does not have to sign on the call sheet containing fields irrelevant to him. The relevance of the fields would be decided by the IT incharge and hence decide on the fields to be added in the call sheet. Please
Consumable Items
We use a PO to order them. As soon as we receive them (toner, ink cartridge, staples - anything that is a consumable item) in they are added as a component as being in store. It's not like we're going to track them as we use them, just reorder when there are no more on the shelf. Can someone please tell me how we might do this differently so they aren't showing up as an asset?
Difference
What is the difference between an "incident" and a "problem"?
Purchase new software via purchasing?
We've been using SD for a few years now and we're trying to begin using the purchasing module. I'm trying ot purchase new software that is not currently managed but when I attempt to add a new product it presents me with a list of all scanned software. We don't have this software scanned because I'm trying to purchase it. Is there a step I've missed? How do I purchase software we've never had before or had inventoried?
how do i create a phone call ticket request in service desk plus?
I would like to create a incident request using a phone. For example, John doe calls into the system and call place a basic incident and then i can see it on the website.
date format does not update
If a user selects "Personalize" and selects a new date format the following happens when save is clicked: The date format on the Personalize dialog is changed and saved and a "success" message displayed The dialog does not close. Nor do either of the buttons change to say "Close" or anything resembling that. When you close the dialog, all dates remain in short format e.g. 18/07/2011 We are running on Windows Server 2003, Windows XP Pro SP3, IE6
Request approval
I'm wondering if this is possible... Can you have a request that needs approval before being carried out, in a similar way that a Purchase Order needs approval before it can move to an order? We want to implement forms for setting up new accounts and for adding network permissions, but we'd like there to be an email to a selected manager to approve the request before it gets done. I'm guessing we'd need to upgrade to Enterprise for this and use Service Catalog, but I don't want to pay up unless I'm
Change Manager Access
Hi, Is there a way to configure SDP wherein a Change Manager can only approve certain Changes from a particular group or criteria ? We want to have different Change Manager for each group. For example if it's a Database Management related change, only the DB Change Manager can approve it other Change Managers should not be able to approve the Change Request. Thanks, Jon
How to add Organisation details to more requestors
Hi, I need to add the same organisation to some 50 users.How this can be done at a time.I have added the Organisation Details as an additional Requestor Field.Please suggest me how can this be done at a time rather than assign one by one. Thanks & Regards Silsha
HTTP Status 500 - Error when accessing SDP
Have recieved this error twice in the last two days. I solved it by restarting the SDP service. What can be done to solve the problem for good? 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: org.jboss.util.NestedSQLException: No ManagedConnections available within configured
Business Rules
I currently have business rules to set the service category. I create a new ticket, and it says the business rule is applied in the automatic email, but when i check the ticket, there is no service category assigned. Help please
Constantly unable to remotecly connect to workstations...
We're running v8 build 8013. It seems like we're constantly having problems connecting to workstations when trying to remote control then. All of our workstations are using v1.05 of the agent. It seems 2 out of 5 attempts results in a failure. If we try the machine a few days later, we can usually reconnect to it. It's not a firewall issue--we have completely disabled the firewall on all of our workstations. Because of this, we've had to resort to another remote control utility. Most of this seems
Version 8.0.0 Build 8010 - Creating Request, technician not assigned issue
Hello, We have been experiencing an issue assigning a technician upon creating a new request/incident. When the technician creates a new incident, and inserts all the necessary fields, the technician field does not hold. They have to pick up or assign after it has been created. Please help with this issue, it isn't life threatening, but annoying. Thanks, Chris
8.0.0 Build 8012
hi there hope all is well Actually i have spent a long time looking for the previous version of manage engine which is 8.0.0 Build 8012, now want your help to find the link as soon as possible. my e_mail is abofahad123@hotmail.com thanks in advance
Error with mail sertificate SDP
HI! Then i want to save mail server settings, SDP 8.0.0 build 8011 gives this errror: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. How can I attach mail server sertificate to the SDP? In to the SDP server or SDP client ?
invalid URL for Approval Process
Hello we have sent our requests through the approval process many times. Every once in awhile ( lately with much more frequently) one of the emails sent to an approver will end up in his junk mail box When moved to the inbox and the URL is clicked on they get a message about an invalid key ( see attachment) We are currently using 8.0.0. Build 8008. Any suggestions would be greatly appreciated. Karen
Network Asset Scan in 8.0SP5 Broken
As a follow-up to the domain asset scan being broken I would like to add that the network asset scan is broken as well. The network asset scan will add all IPs in a range to the asset library whether there is a device there or not. -Ross
Manage Engine data migration is effectively impenetrable to prospective customers
It is effectively impossible to determine whether Manage Engine is a suitable alternative to an existing Service Desk solution. Any company wanting to move from another service desk package to ME would need to migrate their existing data into Manage Engine, but ME publishes no list of available fields. The standard response to such questions is "send us your data and we'll evaluate it", but what comes back is a guess at mapping showing only the subset of fields the ME technicians think may be correct.
SLA ammendments
Hi, Is there anyway you can restrict that a SLA is not allowed to be changed - eg the due date of a completion of a job? I am aware that 'put on hold' is available, but does this extend the SLA accordingly? I look forward to your comments. Cheers, Andy
Export of Category and Sub-Category
Is there a way to export/import a list of categories and sub-categories? thanks.
Multiple GL on a PO
Is there a way to apply more than one GL code to a PO. Some items on a PO fall under different GL's and we want the ability to apply it to the item not the whole PO
Changes & Problems tabs missing from home page?
We're currently running SDP 8.0.0 build 8013 - how do we create/get the Changes & Problems tabs to appear on the home page?
Can charges be done based on category?
I am contracted out to a site where most things are covered under the contract so there are no charges in the helpdesk system but for certain jobs that are not covered i would like the helpdesk system to automatically apply an hourly rate charge to jobs in a certain category. eg: any job in category 'user administration' (which is covered by contract) would be billing $0/hour any job in category 'unsupported software support' (not covered by contract) would be billing at $100/hour thanks
Survey issue.
Hello, I want to report about an issue in survey process. When requester is getting e-mail with link for a survey, and when he open web-page with form, he is able not to select any of satisfaction levels. In survey results I can see his satisfaction level as "--". When I run survey report, this mark "--" considered as zero. For example: technician gets two marks: "--" and "4". The result mark in the report will be "2" ((0+4)/2). Please inform when you will be able to fix this issue. Thanks.
Evaluation - Error
Hello, I've downloaded enterprise edition 2nd time in past few months. This time around, login is not working. administrator login doesnot work and guest login doesnot work either. Please help. Regards, Asiya
Automaticly assign requests to specialist group
Hello! So this is my task! i need to assign tasks automaticly to group. For example, all mails with theme "xxx" must be automaticly assigned to specialist group. Is it possible in ServiceDesk Plus? and if its possible? how to do this/ Thank you in advance!
See Work Logs from Requester View
Is there an option for Requesters to see Work Logs on a ticket from the self service portal view?
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