Closed notification based on Groups
This is our issue - we hava 3 goups already created on the services desk plus - each groups has diferent technicians, when user request support they selected the approapite group and the technician within that group received the request. the problem come when the tickect is closed the technician within the group do not received the notification because the notification of closed is based on thechinican and not on groups. Please add this funtionality on the new release..
POP3 Mail Fetching option to leave messages in the Exchange mailbox
This is my third SDP implementation. During my two previous implementations, I had a full-time Service Desk analyst monitoring the SDP Exchange mailbox and manually adding requests. This time I would like to enable incoming mail fetching , either by POP3 or IMAP, but I would like to original emails to remain in the Excange mailbox, which is an aoption on almost all POP3/IMAP clients. Is there a hidden option, enabled by TSQL command, that allows me to achieve this?
Upgrading to the latest version
Hello, We are currently on build 7608. If I wanted to upgrade to the latest version, using the information here http://www.manageengine.com/products/service-desk/service-packs.html, it looks to me like I need to upgrade to 7611, then from there to 8000 and then from there to 8006. Is that right? Or is there a more direct way that I'm missing? Thanks, Robyn.
Asset Management - Retrieving Network Device Information via SNMP string
I'm using network scan for the network devices (router, switch..etc), but all I can get is the interface information. I can't even retrieve the router hostname, serial number and IOS version. Is there any special configuration needed to achieve this? Thanks.
SD+ 7.6 tasks
Hi, I just installed SD+ 7.6 because I was awaiting the new enhancement namely specifying the dependant tasks for a given task (task with subtasks). Could somebody please explain how to do this, because I can't figure it out? Thanks, Waldo
servicedesk plus request approval in version 8
We currently have version 7.6 of servicedesk plus. In it, we use the request approval, in a request, we choose Actions -> Submit for Approval. This works fine. In the release notes for version 8, it lists Request Approval as only being in the Enterprise edition of the software, but the upgrade will keep us at the Professional edition. Is there some other request approval in version 8, or has this feature been removed?
How do I enter a request additional field via a business rule?
I can't find a way to enter an additional field for a request when it is entered through a business rule (email in). There are no options for user defined fields. Hal
Custom "Add Request" form - SDP API
We are using the api to generate a simple form our users can submit requests with. This is outlined in the help doc, and was relatively easy to set up. The form is submitting correctly and creating tickets, however once submitted the user is directed to an extremely ugly XML page. Is there anyway to pass a return URL when you submit via the api form?
Tired of bait and switch by manage engine
we have been a customer of manage engine for the past 4 years. we started with service desk plus when the cost was very low. we needed software to manage desktops and their was several but we decided to go with manage engine because we thought the inventory information and the desktop agent could integrate with servicedesk plus. We had looked at kace and kace had the ability to have a software, support and request history of specific machines. We quickly found out after purchasing the software
Best practices - case studies
I would be great to hear of how you are using SDP. While there is lots of information on how to do something in SDP there is much less on high level best practices. While we are evaluating version 8 we don't want to make our setup overly complicated and confuse our staff unnecessarily (multiple sites with techs in more than 1 site for example). Currently we are testing various scenarios to decide how to best use the tool to meet our needs. For example we have different departments within our IT
Requester - Additional Fields
I'm just thinking out loud as to what the logic of having a function for adding data in the additional field is, suddenly I am wondering why this cannot be utalised and customized to show in the user requests form. [/stops thinking out loud] Dear SD Helpdesk I'm currently trying to add additional data to show under the Requester Details field for when a user logs in to add a new request. I'm only assuming that this is not possible under the current release?
Asset agent mode in Linux
Hi, I installed ServiceDesk Plus in Linux. Can I use agent mode to scan Windows workstations? If yes, how? Regards, Geng
Effective Date
If a requester enters an "Effective Date", will the request be available to the technicans on the effective date or immediately after submission?
ALTGR + 2
It is very good to have a shortcut to change the text size. The problem is that is it want to type @(altgr+2) it will also change the textsize to somethnig i dont want to have. Can you please change the shortcut to something else.
Agent Scanning over Internet
Hey there, Two questions: 1.) Is it possible to have the asset agent communicate over the internet? If so, what are the parameters necessary? For example I see there is a server address and agent port, so say my server is hosted on a server called "SDPServer". Would I be able to have a Firewall rule to allow connections to http://SDPServer.domain.com:9000 and have laptops on the internet update their information? 2.) What would be the implications of having asset information updated while the user
Reports - We would like to run a hard drive specific report
We would like to run a report that details the hard drive specifics on a certain model workstation. Can you provide the query that will run this? The model is dc5000
Editing My Details Removes Requester Domain Setting
We have the latest version of Service Desk Plus Pro with latest service pack.We have configured the AD passthrough authentication and this is working fine. However if a user goes into My Details and makes a change, for example puts in their Employee ID number, that user is consequently dropped from the domain and can no longer login to the service desk. To fix it an administrator has to go back in to Edit the requester and change their domain back to what it should be. I'm not sure if this is a bug
Grouping licenses?
Hi, I would like to know if there is any posibility to group different version of a product. For example, I have a colume license with office, that allow me to use new and older version. So i have let's say 100 licenses, and I installed 60 of office 2010, 30 of office 2007 and 10 of office 2003. Can these be grouped as a single "office" license? And the same at the operating system, grouping win 7 enterprise and xp professional.. thanks,
Unable to change SLA Details
When editing SLA details or adding new ones I receive following error: FAILURE :Error while adding the SLA Details. Please report the problem to the system administrator, with the Error Code - 1.178.193.400.926. Any ideas? Regards John
Best Practice - Integrating ServiceDesk with SupportCenter
We're looking into on how to best have requests/problems that relies on internal as well as external (customer) workflows. i.e. a customer request escalates and gives cause to open a SD problem with a followup change etc. There seem to be no obvious way to integrate the two products... I'm looking forward to hear what ME suggests as well as the community, how do you guys do it? Use Case: 1) Customer support recieves a ticket that looks like it's caused by some core component bug 2) Customer support
add a new tab
dear all, I am using helpdesk to manage my requests,i want to add a tab in order to add my customers do i need a development to do that or there is another way. thanks.
Agent mode scanning
How often local agent scans the computer ? And report about it ? Will it done on each start of the computer ? I restarted ManageEngine AssetExplorer Agent service and see the same "date scan" in the Assets. Can you please configure it on the client side ? We have a lot of laptops. Laptop should periodically report itself about all changes. It should be similar WSUS agent. Try to connect to server until it will be ever done. Is there any way to do it manually as startup script ? I see the same scan
Limiting departments access
I would like to setup a department to use ServiceDesk Plus, however I have some requirements that need to be meet which I am not sure how to setup. I will call the department that needs to be setup SP. My requirements are: 1. SP should not be able to view, edit, delete or do anything else outside their SP department. 2. Whenever SP creates a new task or closes a task, an email should only goto them (individually) and not to any other user.
unable to change to default view
Hi I am unable to change to default view. Pls help.
Site Information in a auto generated Ticket
How does the site information in auto ticketing works? By default it is taking as not associated to any site.. But in the default tempalte i have changed to our sute (XYZ)...
Prevent auto assigning of requesters?
Is there any way I can force the system to not automatically fill in the requester details when tickets are generated through email? It would be ideal if the requester field was left completely blank until the technician manually assigns it. Our support staff manually forwards all worthy ticket requests to a separate inbox for ticket generation, and it would be very helpful to not have it auto assign the requester for tickets since they are all coming from the same place.
merged request can't be found
Version: 7.6.0 Build 7605 After merging two requests together, the request that was merged in can not be found in search. Gives error message "INFO :No request exists for the given ID." [edit] fixed grammar
Search Box in Side Panel
If i choose default search in the Search box, under submodules, what type of seacrh is performed? Also does it search a certain number of characters?
Renaming the Site address to Service Desk Plus?
Dear All I hope someone can help me with this question, we currently have service desk v8 installed and would like to rename the current site's address from \\servername:8080 to someting more useful to end users such as \\servicedesk - could somebody advise the easiest way to carry out this task? cheers
Report on Deleted assets and workstations
I need to develop a report to show all the items that we delete from inventory as they are being disposed of. I can not find an option to do this and I cannot find the appropriate table to use for a Crystal Report. Please offer a suggestion.
Scanning Assets on VMWare ESX machines
Hello, Our LAN is mostly comprised of VMWare ESX servers running various virtual machines. Can the SD plus properly scan the ESX servers and discover the servers and software?
Could you explain more details for Email command (the new feature in 7600)?
When I test this feature, I found sometimes it's no action even if I enabled this feature. And sometimes a part of field values be changed using the content in email. I have following question: 1. After SDP done parser, should it clear/delete the contents of email? By now I saw them as request's description. 2. If I define the DESCRIPTION="some contents" in email, does this part be parsed as request's description? 3. If I specified a not exist requester in SDP as "REQUESTER=...", does SDP generate
linking service desks
Hello, Is it possible to link different service desks? We have a setup of head office (running local servicedesk plus) and 2 remote sites (both running locally servicedesk plus) With linking I mean if a request is created in the head office local servicedesk plus for a task/request that should occur on a remote site can that request be forwarded to the remote site servicedesk plus and updates are replicated between remote site and head office?
Possible to estimate concurrent users of SDP?
I'm trying to get a sense of how actively used SDP is through out the day. Is there anyway to get a rough estimate of the number of concurrent users? I'm aware of this thread: https://forums.manageengine.com/topic/sdp-concurrent-license-for-technician We are still on 7.6.0 7610. thanks.
Service definition (Template ID): which table?
Hello everybody. I started using service catalog and have a question: where can I find the service definitions on the database? I mean, I see service categories are defined in table service_definition, but I cannot find the single service definitions, that is the table containing the external key for field templateid in table workorder. Thanks. FB.
Software Usage Tags Criteria
Can someone explain how the usage tags of 'Rarely', Occasionally, Frequently, etc are applied to software usage? What are the thresholds where they change between tags, how accurate is it and where is it pulling the info?
Servlet API
Hi, I am trying to use your servlet to create a request. Few questions on the "Add Request" operation. 1. If I want to include attachment, how do I do that ? 2. From the API, "title, category and subcategory" attribute doesn't seems like it's working. - I specified the value of the "title" attribute with the Subject text line. - "Category" and "Subcategory" were sepcified by the ID of the "Category dropdnown list and the ID ofr the subfcategory Is there any solutions to this ? Thank
Remote Control through service desk question
When in service desk if you use the remote control feature to control anothers desktop is this, or can this be audited and reported on? We want a place to see/ or a report to run on when our technicians remote control anothers pc, what the PC was, what date, how long, etc. Is any or part of this available now and if not, is it on a future roadmap? Thanks
Data secure in SD+
Hi, We are using ServiceDesk for the past 6 months and now we are planning to extend it to our financial team.They wanted to know the data security in Servicedeskplus. ->How secure is the data in SD+. ->Is DB password is encrypted for Servicedesk login. ->best practice to secure data from other groups and departments. -> Our goal is "If a user raises a request to finance department only the respective technician should be able to view, even the Administrator should not see it.
Error on Exchange Server when fetching mail
We get an error on our exchange server when ServiceDesk Plus fetches mails from it. We get the message below: Logon attempt by: MICROSOFT_AUTHENTICATION_PACKAGE_V1_0 Logon account: <username> Source Workstation: <ECHXSERVER> Error Code: 0xC0000064 Please note that the mail fetching works fine aside from this error message on the Exchange server
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