split to new request goes overdue
just wanted to knwo if anyone has a solution for it. if i have a request and the end user replies to that request that has to go as a separate request, usu i split the conversation as a new request. then the new request created shows as overdue although the original request is not overdue, even the due by date is still far ahead. y does it happen?
Delete backups
Good day, Is there any plan to create a feature where the software automatically deletes backup files older than a specified number of days?
Disabling "Test Mail from Application Manager" email
Hi, I have keep receiving "Test Mail from Applications Manager" every something minutes. How can I disable or change its setting? Thank you.
Modify Date Ordered on PO
I'm trying enter several years worth of data, but the Date Ordered field is completely useless to me at this point. It appears it is currently a hard-coded date based upon when the PO was created, not actually ordered. I'd like to be able to change the Date Ordered field on a Purchase Order. Is there a way to do so and if so, how? If not, could we get this implemented?
Difference between Resolved and Closed status?
I'd love to understand the difference between the default statuses of Resolved and Closed for Requests. From what I can determine, Resolved seems to be waiting for something, whereas Closed is a truly closed ticket. Thanks!
LDAP Import error code 12
After the upgrade to version 8.0 build 8000 the Import from LDAP is not working anymore. It was working on the previous version 7611. I am getting this error: javax.naming.OperationNotSupportedException: [LDAP: error code 12 - Unavailable Critical Extension]; remaining name The same configuration was working before the upgrade, the LDAP was not changed and the upgrade to build 8004 did not solve the issue.
Technician cost visible?
If we set a cost per technician, is this visible to the entering technician when a worklog is entered? The powers that be would like to use this field but don't want it visible except in reports run by the SDAdmin, etc. Thanks, Mark E Housler Jr. Network Administrator Earl Industries, LLC mhousler@earl-ind.com
Data "description" in SD database
Hi, I´m looking for extract the data "Description" of a request where the tecnicien have to write a comment before changing the state of a request from "Open" to "On Hold". Can you please tell me in wich Table of the database i can find it. Thanks in Advance
Ability to create a rule based on time
Hello Is there anyway to assign rules based on the time a ticket was created? Let's say priority high if it is from 3 to 5 pm, otherwise priority low? Thanks
Translation of ServiceDesk
Hi Is it possible to make own corrections to the official translation of ServiceDesk to Danish ?? /Laurids
SD+ migration from LINUX to Windows
Hi I've successfully migrated SD+ from linux to Windows and I was testing Enable Active Directory Authentication but it says FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the public domains. I've already successfully imported requesters from Active Directory but I still get this error.
How to Close (state resolved) a Request with an Email??
Hi! I know that SD+ allows to create specifics resquests through an email sended to a specific adress declared in the parameters. but it is posible to closed specifics request through the same process?? Thanks in Advance! Marc
restrict user view of requests
How do I retsrict users from viewing certain requests?
Import/Migrate Windows MySQL DB into MSSQL 2008 R2 x64 DB
As the title sugests, is this possible? Edit: Sorry I should mention MySQL is on SDP 7.6 and MSSQL is on SDP 8.2 Thank you
Logon Page keeps appearing when changing screens
This is weird... we have one PC (Windows XP SP2) that whenever we log into the helpdesk it asks us to login, fine, but then you have to do this again, and then the home page appears, but if you say select requests, you have to login again, and this carries on for every page you try to select or link that you try to select, the pages appear OK after you login, but you have to login each time. I am sure that the problem is related to a Microsoft update as it was working fine before the workstation
is the SLA met? did we reach the target?
Hi, I saw in the report there is no column for SLA status. there is either true or false in respond and resolution. example: 1st respond overdue status = true, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = true, overdue status = false, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = false, so SLA is met. (success) my suggestion is to create a new column
Create API
I'm new at this and need to know how to set up a Web API Access by using an external application such as Visual Studio for users who are not in the application to create new Request. I check the API document but was not helpful.
Limiting Request ON HOLD periods
For consideration. Currently not avilable in version 7009. Would it be possible to have an option for the HOLD prioed to be enfored - i.e. When putting the request ON HOLD, an the technician is given the option of specifying for how long. Admin would be able to specify whether the option for unlimited HOLD periods are allowable.
Incident Linking
Can you us what actions are available on linked requests that will be populated to the all linked requests? I've found - "Copy solution" to all linked requests. anything else?
Spam filter
There seems to be a problem with the creation of spam filter rules. Here's what's happening: I enter one rule for "Title" and "contains" with "rule1" for the criteria. I enter another rule for "Title" and "does not contain" with "rule2" for the criteria. When I add that second rule, it overwrites the first one, creating a rule for "Title" and "does not contain" with both "rule1" and "rule2" as its criteria. I really hope this is not a limitation, because I need to be able to set multiple rules based
User-level Purchase Order creation
We currently have ServiceDesk Plus Professional, and it is really a great product. Our company is looking to get a centralized PO system, and wants to use ServiceDesk. Is there a way to grant users access to create POs without making them technicians? If not, is this something that Manageengine is considering, or do they sell another product that would serve this need? Also, if we were to use this, is there a way to segregate the PO users so Sales could not see the IT purchases and vice versa?
Negative values for returns in Purchase Orders
We have a need to nenter in a line item onto a PO because the items purchased in the PO were returned, however; there were re-stocking fees, and return credits applied to our account. I cant seem to enter in a negative value for a line item. Is this possible?
ServiceDesk PLus - New Request screen question
Hello, At the bottom of the New Request screen, there is a field called “E-mail Id(s) To Notify”. Can this field be hidden from the Requester view? I believe this will confuse requesters, as they may think they need to add something here for their request to be emailed to a technician (when in fact that will happen automatically using the configuration settings behind the scenes). Regards, Wayne Neilson
technician adjust task !!!
when assigned the task to the technician can change and modify technical this is a problem not have to modify only have to solve This is the configuration !!!
Change - Link to attached Incidents
Hi, it would be very helpful if in a Change the attached Incident could be access via a direct link. Currently the Incident is displayed but one cannot see the conversations about this incident. Thanks for your feedback
ServiceDesk Plus' Look-n-Feel
I REALLY like the Look and Feel of the AssetExplorer and I was wondering if ServiceDesk will be upgraded to the same branding?
average rating in report
hi, how do i make average rating in sql report? if i use the wizard, there is no decimal. if i then convert it to query, there is no average but have 2 decimal place. thanks.
Mass Asset Scan to add all Workstation
Is there a way to do a mass scan to add all workstation in our domain than have to scan and add one by one? Thanks for the help!
SLA alerts problem with the catalog of services
HI, SDP I installed Build 8002 and I see the following: Service Catalog created a solucitud the Hardware category. and create the "SLA SERVICE" but does not display alerts on tax time APPLICATION FOR BUILDING SERVICES CATALOG NO ASIGNED SLA *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Soliciud was created after a catalog of services - software and SLA SOFTWARE and only shows the end time but never leaves the alert and the flag of SLA BROKEN i created a request with service Catalog Alert does not show
Change request
Is there a way to allow a regular user to create a change request, or to promote a request to a change?
Is it possible to adding technician group to incident template ? by customizing template..
Is it possible to adding technician group to incident template ? by customizing template.. Need your answer sir. Thanks.
Hi sir
I have a question,can i add one field ( on Helpdesk customize template ) and how the field link to technician group..? thanks.
Readonly reporting user for mysql
We would like to be able to do external reporting using queries directly to the mysql database. I've seen other posts here suggesting as much as granting access to root from additional hosts. But, I would rather setup a new user with limited privileges: mysql> grant select on servicedesk.* to 'reports'@'remotemachine' identified by 'password'; mysql> flush privileges; While I'm sure this would work, I don't know if this would affect our ability to receive support, etc.
How can I deactivate the Default Request Template for creating a new Request?
..or deactivate the link on the "New Request" button. Requirement is that users cannot create a New Request without choosing a special Template. Thx in advance for your help, Anne
How to add the HELP link on the requesterpage
In the technician interface there is a menu-item "HELP" and has a link to manageEngine's help-pages. Where can I change the requester's page so they have also a "HELP" linked to the users manual (that we translated into Dutch for us). technician's view requester's view Best regards, MF
Hotfix 8003 Released
Dear Users, An hotfix over 8000 has been released. Please refer to the below announcement link to know about the details of the hotfix release. https://forums.manageengine.com/#Topic/49000004524037 Thanks & Regards, Srikrishnan ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
ServiceDesk Plus giving browser login prompt
Running ServiceDesk Plus 8.0.0 8002, the latest. Been having a problem for a while where everyone is prompted with a login popup prompt when they go to the ServiceDesk login page. It's a basic browser prompt, looking for a username and password, and it will not accept anything thats entered. However if you click cancel on it, it goes away and loads the ServiceDesk login page where you can then log in successfully. Spoke with ManageEngine support about this, who had me add the ServiceDesk URL to
Adding to list of service Packs and Hotfixes in Asset/Software
Can you advise what process is used to add hotfixes and service packs etc to the SERVICE PACKS section within Software in Asset Management? Just scanning through and Windows XP SP3 isn't showing as a Service Pack, just showing as unidentified item after a software scan. V7605 and MS SQL backend. Thanks, Andy
Error in scan Pc Core i3 in the report is a Pentium II !!!
dear. I working with 8002 when I do the scan network a computer having processor i3 in the show report a pemtium II why this happens?
Hi Sir,
I have a important question,can i change Ticket ID Number to start from 10001, if i can i wan to to migrate my old system on my office to Manage Engine SD,but the ticket ID must begin at 10001..Please need your answes. Many thanks
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