How to install ServiceDesk database
I have downloaded the free version of ServiceDesk and I am evaluating it with the intention of buying the pro version. My question is: are there database tables I need to set up on my local server. This question is important to me, because I would like to run this product with an Oracle database at the backend. For the evaluation version, I would like to at least set up a Mysql database. Is it possible to run the product this way? I think this product looks great at this point, and I really would
Requesters question
Hello, In our company we have superusers who are placing the request at the helpdesk for the user. Example John will call the helpdesk and ask for a technicien to go see Mary who is having problem with her laptop. Since there is only one requester field, how could I setup servicedesk+ to notify both user by email when the incident is opened?
Clearing out Incidents from Database
Hi Guys We are just about to move our service desk plus environment from final testing into production. Is it possible to clean out all the test incidents from the database without deleting any configuration information of the application ie Email configs, rules groups etc etc. Cheers Dan
Disable automatic e-mail -> ticket convert
Hi all! Accordingly FAQ http://www.manageengine.com/products/service-desk/faq.html#RequestCreation3 all e-mail without tracking number converts to ticket. How disable this feature ? But SDP must continue fetch e-mail... Thanks in advance.
Merging requesters and linking requests
I wonder if someone can help me. It would seem on our system our domain(AD) has been added twice, once with the full domain name and once with the netbios/shorterned domain name e.g. a typical requester will appear linked to uk.domain.name as well as just uk. We want to merge these two so we only have the single requester but we also want the requests that may of been logged under the one we're getting rid of to be linked to their name sake under the other. Is this possible - as we do not want duplicates
Archive old users?
Is there a way to archive users that are no longer needed? We have some users that have left the company, so I'd like to clean up the Requester List. I don't want to delete them because I'd like to keep their name on old requests, but I was wondering if there was a way to "hide" them or archive them from the Requester List. Thanks!
Asset Field
Dear all, I have several asset with different field. I noticed that in SDP all assets shared the same field. Is it possible to assign different field of asset to different type assets. Example. Type Asset 1. - Name - Location - Serial Number Type Asset 2. - Name - Owner - Color Thanks, Boedy
Documentation of Access Permissions for default roles?
Is there any documentation available for the Access Permissions for the default roles? Unlike with roles that you add yourself, it isn't possible to click on the name of the default roles to see what their access permissions are. The default roles I mean are: AERemoteControl SDAdmin SDChangeManager SDCo-ordinator SDGuest SDReport Also it would be nice to know exactly what each Access Permission does in all of the modules in SDP. Thanks!
IT Service purpose?
What is the purpose of the IT Service field that is used in both Problems and Changes? How does this differ from the Category/Sub Category/Item structure? I'd appreciate if someone could give me an example of how they are used differently. I have also noticed that if I have IT Service set as a required field to close either a Problem or a Change record that when the technician attempts to close that Problem or Change record without IT Service field filled they get an error message that says "Service
Unable to edit one of Business Rules
Dear Support, When i want to edit some condition inside one of my business rule, it show error FAILURE :Error while fetching the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,282,270,578,411 The rule that i have set is Level = None then move to one Group. Could you please tell me what was the problem with this rule? Thanks, SOPHAL
User Survey Comments
How do I view the comments that users put in after they complete a survey?
How to delegate a domain user as a technician
Dear all, How can I delegate a domain user as a technician? Thanks. Jonathan.
Feature Request - Add attachment to resolution
Please consider adding the ability to attach files to a resolution. If someone sends me a file that needs to be fixed as an attachment to their request, I should be able to attach the repaired file to the resolution. I know that you can add the resolution as a Solution entry and attach files there, but I would prefer to attach the file to the resolution in case the file is private and shouldn't be accessed by everyone.
Help with creating reports based on fields
Currently we are using Service Desk to manage request and need to create some requests based on data we've collected in our tickets, something like the below: 1- We have created a location drop down 2- We need reports that: a. Mean Time of time ticket opened – minus time ticket received per month per LOCATION (custom field as per your suggestion) b. Mean Time time ticket closed – time ticket opened per month per level per location (custom c. Mean time time ticket closed
Adding Calculations in a custom report
I have been asked to create a SLA report that calculates the amount of time spent on each request, and how much time over or under the SLA each request was, in addition to the average time spent per request, and the Minimum and Maximum time spent on each request by tech. How can I add calculation to a custom report? I have tried doing this through Crystal Reports but the date/time fileds (i.e.CreatedTIme) display as a large number, not any date/time format I am Familiar with. Anyone have any ideas?
Escalations in SD+ 7.6 (7610)
Good day, everyone! Is there any way to do the following: Several Groups of technicians (for example, NetworkEngeneers, Support, SystemAdministrators, DBAdmins), each has it's own "Chief" SLA to be defined: " If resolution time is elapsed then escalate: Enable Level 1 Escalation Escalate to _CHIEF_OF_A_GROUP_ Escalate after nnn minutes " So, when request is assigned to a specific GROUP, and group does not "responds" in specified time THE CHIEF of this group will be notifed.
SLA Violations
Hi All, Having recently deployed service desk plus to our organisation, all is working as expected but something has been raised about the way that SLA's violate. In our organisation we have a rough 3 tier support layout. For some of our request a flow would be something similar to this: Requester --> Level 1 Support --> Level 2 Support --> Global Team Something that has been raised by several of our support staff is that as the SLA's start running from when a Request is created, and as the timer
Technician -> Requester SDP 7.6
Hello, Is it possible to "demote" a Technician back to a Requester? If so, how do I do it? I'd like to retain the user's record of ticket management, but remove his rights to work tickets and to free up a Technician license. This question has been asked before (https://forums.manageengine.com/#topic/49000002673963) but no answer was provided. Thanks!
Hotfix 7611 Released
Dear Users, Please refer to the below announcement link to know further details about the hotfix 7611 release. https://forums.manageengine.com/#Topic/49000004218003 Regards, Srikrishnan ServiceDesk Plus.
Survey Security/Visibility
Hi, I would like to use the Survey feature but am concerned about exposing the results to all technicians. Is it possible to not allow access to the Survey section of the admin console?
Security Issue if we unable to change admin password
We are using ServiceDesk Plus 5.5 with AD authentication enabled. We know from the other comment that we cannot change password in ServiceDesk Plus when the AD Authentication is enabled. However, there is a security weakness. The administrator account of local is still there and it is still be a default password which was known by all technician since we have started its implementation. Now, I would like to change password of administrator account to be known by only administrator but I can't do
Technicians assigning requests
I have a bit of a turf war going on where technicians are assigning requests to one another and they bounce back and forth. Is it possable to remove the ability for the technician to assign requests but still have the ability to pickup and assign to themselves? Regards, Patrick
Assets in SD+ 7.6 (7610)
Good day! I have 6 storage lockers with 5 shelves in each. I have workstation NICs in locker 2 shelf 1 and server NICs in locker 3 shelf 4 I have video adapters in locker 2 shelf 2 I also have projector bulbs in locker 2 shelf 2 externals HDDs are in locker 1 shelf 3 and locker 2 shelf 4 and so on In SD+ i have only ONE field - Location to define where my asset is. Questions are - how can i get the list "what is in the Locker 2 (grouped by type)"? - how can i get the list "where are all NICs (both
Business rule question on SDP Version 8 beta
Hi All, I've been trialling Version 8 of SD+ and found it to be very good. I have run into a slight issue which I thought I could work around, but I'm missing a field in the Business Rule options to help me through; I'll explain the background. We regularly have people email the helpdesk and because we're all busy people, the calls often don't get picked up. For this reason, I've set all new emailed calls to have a half hour escalation SLA to ensure they're assigned. But I need to ensure they don't
Software tracking by user
Hello, Some of our software is licensed per user - an individual user can install it as many times as they want. Is there a way to track this in SDP?
Patches Folder
Hi, Once an update has been successfully applied is the data in the folder C:\AdventNet\ME\ServiceDesk\Patch still required? Thanks
Notification on change status update?
I'm wondering if it is possible to send a notification to a technician when the status of a change is updated. For example, when the status is changed to "Work in progress" I'd like to send an email to the group that is on call so they are aware of the work in case something blows up. Any ideas?
Domain scan - Probably the workstation might be switched off
Domain scan - Probably the workstation might be switched off This error is not true since the PC are on and connectivity is good. How can I get around this ?? Thanks Sal :?:
TicketOwner?
In SLAs there is a TicketOwner$ option, is that the requester or the technician?
V8 Beta Template Question
Hi All, I'm currently trialling the new V8 beta which seems to be really good. However, I'm trying to find a way to change the SLA violation templates and after much searching, I can't seem to track them down. Can someone point me in the right direction? Thanks a lot, Scravid.
Question on setup: two teams using one Service Desk
We would like to use Service desk to handle our tickets for both the IT team and the Facilities team using the same installation of Service desk. What is the best way to do this? Currently we have email accounts set up for the individual departments (IT and Facilities) that forward to a single account that is picked up by Service desk. These emails then need to be sorted and assigned somehow. Is there a better way to do this? Can Service desk be configured with the ability to pick up from two separate email
How to make logon screen default to given Domain Name
How do you set the logon Domain Name default on the users homepage? Can this be set on the link given to the users or another may.
SDP: Is it possible to back out hot fixes?
Hello, I'm developing my plan for applying the 7610 hot fix to SDP. Part of my planning is developing the backout plan should something go wrong. So my question is whether it is possible to back out a hotfix after it has been applied. If this is possible, what is the method? Thanks!
Knowledgebase requires login?
Why does the knowledgebase/solutions require that a user have an account and the ability to log in? Solutions should be open to the public, easy to get to and be the first line of defense for the help desk. It empowers users to fix thier own issues and not tie up support engineers on routine calls. So, why does the KB/Support area of ServiceDesk plus require that a user be a valid user with a login in SD+ before they can view? Or am I missing something here?
Configuring Service Levels
I suspect this is going to be a feature request, but thought I'd ask first if anyone has suggestions on how to achieve my aim with SLA's We have legacy SLA's with the business based on specific items of work and whether the work is for an Incident or a Service Request. For instance a failure of Microsoft Excel may have a 4 hr SLA, but the Service Request to install it will have a 3 day SLA. I want to minimise the number of categories/sub categories and items, so would expect to have just APPLICATIONS/SOFTWARE/MICROSOFT
Version 7609 Enhancement # SD-23982
I updated to 7609 and I noticed the CC option when creating a request. How do I customize this? In the "README" it mention "This will be set through webform / api / email parser." Not sure what that means. I cannot find anything under the Admin tab to customize this.
Tasks Workflow
Good Morning, I'd like to know if it's possible to create a request template, with several tasks, linked between them, but not visible till the previous one is closed? For exemple, there's a request template named "New user", with 3 tasks. Each one belongs to a specific support group: 1. Give an user id - for the Helpdesk 2. Create the user into the Active Directory - for the level 2 support 3. Send an email to the user's supervisor, with the userid and his password - for the communication team
Hotfix 7610 released
Dear Users, Hotfix over 7600 has been released, Please refer to the announcement post for more details about the list of issues getting fixed in it. https://forums.manageengine.com/#Topic/49000004183276 Regards, Srikrishnan ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
cannot select workstations
When looking at the list of workstation's that have failed to scan I cannot see a check-box where I can select individual workstation's. Although at the top of the list there are buttons such as delete, scan now and credentials. I can click on each workstation but that only opens up the properties for that workstation. in other words I am missing the check-box's along the left hand side. thanks J
Archiving Data?
Good morning, Is there any easy way at the moment of creating an archive of old data? We have been using the software for about 7 months now and I'm looking at how we can archive off some of the data to improve the response on the system as if you are viewing or queering the full table it takes a while to bring the information up? If this is not on the wish list can it be added as the more use of the system the bigger the files become which has already started to cause a slow down? Thanks
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