Time changes to GMT when UK on British Summer Time (BST)
Hi, All my times on calls are out by 1 hour. They default to GMT instead of BST. What do I need to do to change this? The server time is correct and has DST set as automatic. When I try and change the created time on a call, it lets me change it in the little calendar but then when I save this time, it goes back to an hour behind. I should've noticed this much sooner, but haven't! We have SDP 7.5.0 build 7502. I notice the latest build is 7502 but got burned last time I updated and the update meant
Is it possible to put Task Templates into groups
I have hundreds of Task Templates for different Requests/Changes and I was wondering if it's possible to group them somehow so they don't need to be selected/added manually each time a new request is raised Let's say User Setup group (only user setup tasks) or Server Setup group (only server setup tasks), etc... Any advice? Max
Request template in the directory of services
I have a request template in the directory of services, in a category "Internet" - "the request for access to the Internet". The technical group isn't selected from a template. Bizness-process is created, that if the category of service of the request coincides about "Internet" that the request gets to group "Software" But unfortunately it doesn't happen. Why?
Requester is only able to see the "Home" page and not their requests
When one of our requesters logs into the Managed Service Engine they are only able to view the "Home" page and cannot see their requests. They are unable to move away from the home screen... is there a way to do this or a setting that allows them to see their requests? The requester is set to a site, a department and is allowed to view all their departments requests Thank you Elaine
When will the agent be fully compatible with Windows 7?
Our users do not have administrative rights to their workstations and it is getting very annoying to remote into their machines and not be able to see the administrator login prompt when performing various tasks. Windows 7 has been out for over two years now--this is unacceptable. When will an updated agent be available? And when will you support multiple monitors? There are tons of tools out there that are already Windows 7 compatible and support multiple displays. I don't understand how you can
Locking requests in SDP
I see on the forum that there have been some comments regarding the locking of requests, which will stop 2 analysts trying to edit the same request at the same time. I think the first time it was mentioned was back in 2007 and it was suggested that this would be looked in to. As this is a fundamental flaw to what I feel is an otherwise good system, can you advise when this could be given some serious resource. Thanks.
Spam filter problem
Hello I defined a mail filter rule like "sender does not contain @xyz.com or @abc.com" to stop creating tickets from undefined domains. Filter works good just for one domain but not two or more domain. Any suggestions? Best Regards,
E-Mail Notification customizations
My techs have asked me to change the email notification alerts so that instead of showing them just the ticket number, they can get a description of the problem right in the subject line of the email. I'm looking around in the admin panel and the notification section, and for the E-mail technician when a request is assigned template...I've got the standard entry: Request Id ##$RequestId## has been assigned to you We want something like Request ID #00001 for "Description blah-blah" has been assigned
Specific Reports
I want to generate reports of past 3 months and just for Category-Celluar and Sub-Category--Blackberry. Please help me!!! Thank You
Backup to Remote Host
Hi, We are using ServiceDesk Plus and backup goes fine if we run directly from CLI. But when we run backUpData.sh with cron it creates an empty files. We want to move automatically output generated by backUpData.sh to other server. Thanks in advance. Regards, Ricardo Marinho
User table
I have to create a report that includes the names of all users along with 3 of the custom fields that I have created, labelled "Password Question", "Password Answer" and "Password Hint". Can you please advise how I create that report? Are you able to provide me with the appropriate select statements? I will also need to be able to save the report as XLS and/or csv.
New problem window not closed after save
When a new problem ticket is created and the save button is clicked the screen doesn't change there for the user is unsure if the ticket has been created. Previously when the save button was clicked the window returned to the problem list. This issue has occurred since we upgraded from 7011 to 7504.
rules of SLA
Good afternoon. I ask to help with adjustment SLA in system ServiceDesk. Level 1 - very quickly, time of reaction for the request- 1 hour, performance time - 4 hours. Level 2 - average, reaction time - 1 hour, time of performance of 6 hours. And still a question: How to me to hold SLA if created the requestdoesn't answer about working capacity of service more than declared time? It turns out, the request will be delayed.
Wake on LAN feature on servicedesk plus
Is there a wake on lan feature on servicedesk plus? Thanks
Digital Signature Issue
Whenever an end user with a digital signature sends an email to our helpdesk the description/message body does not get added to the ticket. This has been a long standing issue that needs corrected asap.
Stopping surveys being sent for some requesters
Is there a way to stop surveys being sent to certain requesters? We have some system accounts that create requests by e-mail and it would be good to stop them getting surveys sent to them. Regards, Andy
Automatic emails
It would be nice to have automatic emails sent to alert Technicians about upcoming due dates, and a choice of either daily or weekly emails as a reminder about tickets that are still open or yet to be resolved. And, more frequent emails based on level of priority. Thanks
Attach file in Resolution
I very good options would be if you can attach a file when you type the resolution in the request. Best Regards Daniel
GL Code vs Cost Center?
We're trying to use the Purchase module and I have a question about GL Codes and Cost Centers. What is the purpose of each one? Is one used for identifying departments/sites and one for identifying assets or non-assets? Thanks!
Assign Preventative Maintenance Tasks to a Group?
Hello. Can Preventative Maintenance Tasks be assigned to a group? Thanks.
Purchase Order approval
We are wanting to use the PO component of SDP, however, I think it's just too complex for our needs. Essentially, we have 5 technicians. We'd like to allow the technicians to be able to approve their own POs. But, when they submit their own POs, they have to manually go back and "submit approval." Then they have to go to their Home page, then click Tasks next to the PO, then approve it. Is there a more simplified way to do this? Can we create automatic approvals? We're not very big--just five IT
Notify a User Group when a service request is submitted?
When HR hires a new employee, we would like them to enter in a service request "Request to Start the Process Associated to a New Hire". Is it possible that a User Group be included in the notification that HR has made a new hire? We have a group of users, not just technicians, who need to be notified when HR make a new hire. Right now, it seems that I can only notify technicians when a service request is entered and that may be the way the program is designed. Thank you in advance.
Formating - Solutions
Had a quick browse and search for "Formatting" within these forums and seems to be that nothing is supported as of yet? Is anyone else out there frustrated when creating a new Solution, formatting paragraphs, spaces, text size, font type, it all looks as you wish, hit save and approve and the displayed reult is completely different!?!? i have started creating in MS Word and then copy/past into the solution, which seems to work slightly better, but still not as expected. Any other solutions
IE9 Support
Hi, Do you have a date when IE9 will officially be supported? The only problem we're having seems to be alphabetization of the dropdows, but it would be nice to get this fixed. Thanks, James
Hotfix 8013 Released
Dear Users, Hotfix 8013 has been released. Please refer to the annoucement for more details. https://forums.manageengine.com/topic/hotfix-8013-released Thanks & Regards, Srikrishnan
Hotfix 8013 Released
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / changes addressed in this hotfix ( 8013 ) release. http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Srikrishnan ServiceDesk Plus.
Email
Hello Is it possible to send mails to 3rd parties, ie hardware or software support teams? If no is there a way around it? We would ideally like request be submitted, then an option where the mail can be sent over to a hardware\support maintenance company. Thank You
Can't send notify mail to anyone !
Hi guys, Now I'm deploying a service desk for a department, all is ok but the fatal problem is that it's can not send notification mails to others, I check the "Mail Server Settings", for the "Incoming/outgoing" setting , my "Server name" is our company's mail server, user name and password is my own mail account(mean this is my own daily works mail account, this is just for testing), POP/110 for incoming, SMTP/25 for outgoing, but it not works. i checked log(serverout0.txt), it showed as : log:
Hyperlink in Survey mail
Hello!! I would suggest that the email sent to the survey had a hyperlink in $surveylink. It is very difficult to get users to answer the research, even if they have to copy and paste link in browser. Thanks
SDP 8.0 : Search/Group by Custom Field
Hello I've added several custom fields (e.g. Room, cabinet, etc.) for my assets by importing such details from a CSV and I see that my assets are tagged with those custom fields (under "Additional Info"). However, I've observed that I cannot do the following: (1) Search for assets by Custom Field (2) Create dynamic groups of assets based on Custom Fields Are the above not possible? If not, can these features be provided? Regards Gavin
Not able to recieve requests through email
Hi, We have had ManageEngine for a couple of months and it has been working fine. For a some staff we have to use Email requests because they cannot access the Helpdesk. This has been working with no problem but the last few days, we ahve not been able to recieve any requests through Email. I have reset the password for the account used to pick up email, reset the ManageEngine server, stopped and started fetching etc. but nothing is coming through. I have checked the account and the emails
custom fields in service desk
how can i find the table for custom fields added to incident templates in service desk. need to populate a large amount of data in the custom field i added to the incident request template. and also can i link two custom fields with a primary key in the mysql database?? thanks.
Common incident box in end user page
Can someone tell me what is the criteria for the common incident to show some data. Thid common incident is a box that shows up when a requester logs in
Catalog Item - Description - Rich Text editor
Hello, I need to create a table in the catalog description (like that) row 1, cell 1 row 1, cell 2 row 2, cell 1 row 2, cell 2 row 3, cell 1 row 3, cell 2 Unfortunately, when I create it by copying/pasting from in exemple Word, the format change and breaklines appears. If I created in HTML source mode, the table is not well formed and when I try to change the design after saving the template, the description field is gone away ^^. What is the best way to insert table in rich text field? There is
Service Category not showing in Column view
Hi , I have setup some service categories in the Service Catalog. Some of our techs are not seeing the "Service Category" column show up when trying to customize their column view on the Requests tab. I can see it, but they can't. It doesn't show in their column select list at all... Thanks,
Asset management
We are looking to extend our use of ServiceDesk Plus to manage our non-IT assets, furniture etc. I note that when editing an asset there is an option to add a collection relationship to a business service. I have looked for more information on this option in the documentation but it doesn't appear to be covered. Essentially what we are trying to achieve is to have the asset, for example a desk or chair allocated or related to a business service called furniture and then be able to report on all assets
Technician assignments stopped after upgrade to b 8011
Hi there, We have upgraded SDP from 8009 to 8011 before a while. After that time automatic technician assignments do not work in some part of software like business rules and service request templates. You have to assign technician manually as a second step after a request creation, although a technician selected in templates. This is really a problem for us because we have much technician setups in service request templates, and also in business rules those parse some words in incoming emails to
Best way to deal with retiring and renaming machines
Whenever we remove a user's machine, we always rename the new one to the old name. We use the user's username as the computer name. So if we have a pc-jdoe using an Dell D810 and we upgrade him to a Dell E5520, the new laptop's name will be the same as the previous name: pc-jdoe. Before we setup the new machine, should we "dispose" of the old one? Set it to "in store"? What's the best method to ensure we don't get problems with our computer inventories? The old computer will no longer be on the network,
Visibility Of Incident Link To Problem
Am I doing something wrong or is it true that the visibility of an incident being linked to a problem or change is not obvious from the incident. If you open the actions drop down menu or do the same for the problem/change drop down selection you can see that it is simply because there is a detach action. Of course, you can also see from the problem or change itself but if somebody is assigned a ticket and is looking at that ticket to work on it or resolve it, it is not clear that a problem or change
Creating the new Service Catalog
Good Morning (in Brazil) Today I started creating my catalog of services, the more users I created can not view it, it can only view the default system. After disables can not view the guide catalog service. How do I release the new services to all users Please Help me best regards Dupim
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