Is is possible to change Browser title
Currently the browser title says "AdventNet ManageEngine ServiceDesk". Is it possible to customize this title?
SDP: i can't see the "Add new" link next to "choose product" when creating a new asset
Hi, i create a "Asset manager" role. This role should allow a person to manage asset an all associated sites. Do it is given full control on Asset, Contracts and Purchases. He has no access to anything else. Unfortunately while he can create asset he cannot create a new product along the way clicking on the "Add new" link in the asset tab. THe only way to create a new product is by creating a PO, even without completing it, and clicking on the "Add new" product icon next to the relative drop down
Help Urgent
Dear, we need creat a business rule in servicedesk based in "Site" information to assign assets to analists. It's possible include this information type?
SLA Setting
Hi, we have differenet respond times for a service depend on its predecessor services filure. As an example "Cluster SQL OS" service depends on "Cluster SQL hardware" so hardware resolve time will be add to OS resolve time. Is there anyway to set SLA rules?
resolutions not saving
when i enter a resolution and hit the save button it does not save takes repeated attempts to get it to save. i have the version 8012
Creating Advanced Search "Request - Additional Fields&
Hi there, We have added Additional fields for Client information in our requests. This help us get quick information on our clients for our other systems. However, We are not able to quick search or do an advance search on the fields. Our work around is filling out filters to search the request. Our staff do not like this workaround, re-creating the filter every time slows them down. I don't know how long this would take but, would you be able to create an advanced Search option on the left side
SDP 8.0 on Windows Server 2008 R2
Hello As per your system requirements for SDP 8, Windows Server 2008 R2 is not supported, but Windows Server 2008 is supported. Do you know of any issues encountered when deploying SDP 8 on Windows Server 2008 R2 (64-bit)? If we purchase and deploy SDP 8 on Windows Server 2008 R2, will you support us (bug-fixes, upgrades) as part of maintenance? Regards Gavin
Auto-assign ServiceDesk Requests / Incidents by time in queue.
Auto-assign ServiceDesk Requests / Incidents by time in queue. Hello Everyone, I'm thinking the answer will be NO at this stage. But will put it out there anyway... Is there a way I can auto-assign requests in our queue to specific technicians if the ticket has been sitting in the queue unassigned for say 30mins? Any ideas's, methods or alt process suggested will be greatly appreciated. Thanks, Darcy.
ServiceDesk Email command for Assets
Hi all, Does ServiceDesk email command support adding / updating assets? Would be so handy if it does. If it doesnt will there be any support for this? Regards, Mark
Turn Off Notification to Requester
Hi, I am wondering if its possible to turn-off notifications to requester for certain type of request? I have created a new request template with an extra field called "Enable Notification", and the user can only select 2 values for this field: Yes or No. I wonder if its possible to stop all notifications to requester if the custom "Enable Notification" field is set to "No". I tried to set junk notification criteria but the only criteria I can use is subject, sender, description. Is it possible
Change the IP Address for the servicedesk plus
hello , I need to change the IP address for the Servicedesk plus service is there any special procedure,or I can go ahead , thank you
Notification based on Category and Subcategory
I propose to include an option that allows to add Notification IDs in category and subcategory's register. By this way whenever a new request is created based on its category and subcategory, then field E-mail IDs for notification should be automatically filled out on the basis of previously defined parameters in category and subcategory's register.
Updating Technician Information from Active Directory
Hi, It seems that the only records that are updated from AD into the requester_fields table are people who are requesters. Is there a way we can update AD information for Technicians also? Or maybe I am missing where the table that also holds technician information is. As we use SD+ as an internal tool, every user (all Reqesters and Technicians) within the company need business groups, team information and cost centres entered as a technician may still have a technical fault, make a purchase
Wamp server setup using phpmyadmin?
I have been messing around with the trial for a few days and i am wondering if i can setup the database using phpmyadmin through my wamp server. I searched the forums and didn't find anything related so i figure ill post. Thank you for any response.
Using Infopath to Submit API data or pre-filled forms
Hi, We use infopath forms to submit data to various other systems due to forms are prefilled. Has any managed to use Infopath to submit or post data to ServiceDesk API request URL? Alternatively, has anyone managed to get forms prefilled with user data before being submitted? Cheers, Mark
User Account Control window not visible during remote connection
My client is a Windows 7 machine. I just deployed the SD+ agent to the computer. I tried to run an application with administrator privileges, and I was unable to see the User Account Control prompt. I had to remote into the computer with another remote control tool. Is there a way to fix this? Thanks!
Assets Scanning
Every time i try to scan sun solaris machine. two issues occurs: 1) machine name change to : "-f" (i found that SDP is using command hostname -f) 2)even after that the machine scan failed. I do scanning using local cred and it doesn't matter access method is ssh or telnet I guess from the first command it only means that the SDP has recognized the machine as Solaris. please find the part of serverout log after scanning a mcahine
Where find the old vercion software for Servicedesk 7611
Where find the old vercion software for Servicedesk 7611
Notification based on category and subcategory.
I suggest that in the registration category and subcategory can add some contacts to receive notifications all concerning requests for a particular category or subcategory. Example: The manager of the financial district should receive notices of all claims of the class Test. Second situation: The supervisor of a department should receive notifications all of requests for a particular subcategory Tip:
Service Desk Plus - Adding Categorys
Hi I am currently evaluatiing this great software and settings some things up. In the helpdesk section I am setting up some categories, and is there any chance that the levels can be expanded to for examble 5 levels ? I have some "headcategories" and then need to have the option of select at least 4 "undercategories". I need this to pinpoint the excact product this ticket is about. And the users are forced to select the right choises. Thx in advance Jobak
Email Command: Operation EditRequest
Was wondering if it is possible to update a request using the above email command - but rather than updating properties in the request, to update the content of the request (e.g. add the content of the email as a new note on the request perhaps). For example: Subject: Server Down @SDP@ Body: @@REQUESTID=1@@ @@OPERATION=EditRequest@@ @@TECHNICIAN=Administrator@@ Server is being restarted <======== This would be added to a note within the request So, everything that is note within a parameter
Set time to 0:00 by default on date/time field
I've added a date/time field for Requesters and set it as a date/time field. Is there a way to get the time to default to 0:00? I don't need to include hours/minutes in the dates I'm entering and it's cumbersome to have to manually set the hours and minutes to 0 for every date I enter. Thanks!
Sub Category in New Request Drop Down
Hi, Is it possible to create a sub category of a New Request in the drop down menu/box? For Example in Request Drop down: ... Marketing Operations - Account Locked (Sub Cat of Operations) - Password Reset (Sub Cat of Operations) - User Query (Sub Cat of Operations) Projects App Support Kind Regards, Andy
Plain Text and missing buttons
Hi everyone, What happened to the option to change requests into plain text? When editing a request there used to be a button to click to change it over on the far right of the toolbar. Maybe I'm missing something but I've looked everywhere and can't find it. Here's a screen shot. Also I noticed an oversight. When editing a resolution using the resolution TAB the options to spell check and add a picture are there. However, when you click to Edit the actual request, and expand the resolution SECTION,
Restrict permission- Making Calls on Hold not allowed for Engineers/ Technicians
I want that the Calls, if to be made on hold, should be made only by the HelpDesk and not the technicians. The technicians should only be allowed to close the call and not make it on hold. If there is any issue which requires that the call may be put on hold, the technicians should ask the helpdesk to make it so.
Cant print any report with service desk plus 8.0.0
Example: Is the report by catergories with 5 incidents captured In the report shows no information Thanks to everyone. Add Image
New Admin - Question about the Service Catalog and user views.
Evening all - I'm new to Manage Engine and fortunate enough to have admin responsibilities over our system. I'm working to implement Service Catalog and have had fun over the last few days working to populate some simple services and customize the forms related to them. My issue: My standard user accounts can't see the service catalog. As an admin, I'm able to see all the catalog goodness. (home shows the catalog as an option, and I have the catalog lozenge control). As a user I see no controls
Hotfix 8012 released !!
Please refer to the below announcement link for the latest hotfix release..8012.. Thanks for your patience in waiting for this hotfix release. https://forums.manageengine.com/topic/hotfix-8012-released Refer to the release notes / readme for this hotfix. http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 Regards, Srikrishnan
Rename Check List on Planning tab within Changes
I would like to rename the Check List field on the Planning Tab within the Changes system. I have hunted around the system and cannot find the area within Admin for where to change this. Our plan is to call it Testing so the change requestor can put the testing steps in there that they have completed prior to it being approved by either the CAB or the Change Manager.
Integrating Service Desk Plus and MS CRM help...
Hi, Hoping some one could help us. We are considering your Service Desk Plus Product to link up with our MS CRM. Our company uses MS CRM to manage all client information such as, - Opportunities - Quotations - Sales orders - Service orders - SLA We would like to know if Service Desk Plus can be integrated with it? Is it possible for you to customize the main screen to include the above information for us? and also make a link up between all our CRM information and Service Desk information for
Problems and Changes...
How do all of your use Problems and Changes? We're trying to make the most out of SD+, but we seem to make everything an "Incident" or "Service Request." For example--if we need to change a user's security permissions, would that be a change or a service request? How do you use these features? Thanks!
Storing documentation?
Is there a way to store documentation in SDP? We'd like to start creating network documentation/how to's for our various resources. I thought about putting them under solutions, but that doesn't really seem like the best place to put it. Is there a documentation module (or maybe other software you sell) that I have overlooked? Thanks!
Request Subject Line in Task
Hi there, Is there a way to embed the Request Subject Line into a task assigned under that request? Thanks,
How and when calculated field "Time Spent" in the request
Hi. Could you please advise how and when calculated field "Time Spent" in the request. For some our requests this field is filled with some strange time, for others this field is 0h00m. I've tried to repeat but don't get the algorithm for the Time Spent calculation. Thank you in advance. Regards, Andrey
Rearrange resources on service request?
I have created several resources for a service catalog request. I'd like to rearrange them--how can I do this? Thanks!
Business Branch, Team and Unit
Anyone able to show me which tables the following fields are located on. Business Branch, Business Team Business Unit Its info that is pulled from Active Directory and should be aligned to a user. Ive searched but they seem to be aluding me!
stoping the repsonse timer
What action is required to stop the response timer? I have created a ticket that has a response time of 1 hour. for a test I open that ticket and do the following actions... 1. Actions > Pickup and/or 2. Add a work log But i STILL receive and email stating : This is a warning notification for a first response time getting overdue at...... what is the action that prevents this? please tell me that the help desk staff don't have to go into Action > stop timer every time.....
Requester Acknowledged the Resolution Comments
1. We have it enbled to "Prompt a message to the technician confirming the user's acknowledgement to the resolution". There is a comment box under the radio button "Has requester acknowledged the resolution". When I enter comments here, where does it end up? I am unable to find out where they are recorded. 2. If we disable, "Prompt a message to the technician confirming the user's acknowledgement to the resolution", we are no longer presented with the "Close Request" prompt box: 1.
Restore deleted files in Change Request
How to restore "Deleted files in the Change Module" in SDP?. Technician has deleted the file accidentally which was attached in the Change Request in the Planning section. Does it store anyway and how to restore it?
Ticket from Service Catalog -> Problem
Why can not I become a service request coming from the Service Catalog into a new problem, or join them to an existing problem?
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