Feature request: notify whole group without listing techs.
We would like an option to notify all group members when a new or existing request is assigned to the group. For example, if the list of technicians of the group to notify were left blank, SD+ would resolve all membership in the group at the time a new or existing request was assigned to the group and notify all of them by email. This saves maintenance of the list of individuals to notify, which if all group members are Chosen, is conceptually a redundant activity to just checkmarking the group on
New sites not appearing in New Request dropdown list.
Seems that new sites are not options in the New Request drop down list. Also, if I delete a site it still shows as an option. Version 7.0.0 Build 7004.
Software Licenses - Can't Add
There doesn't seem to be the ability to add software licenses. Has anyone experienced this with v7?
Moving SDP7 backends from MYSQL to SQL
I originally asked this quetion here http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002669157 but did not get an answer as to whether this is possible. To Recap I already have SDP7 with a trial licence, during trila we have built up a reasonable call history that I would like to keep. The trail was instaleld using MYSQL as the backend. I have now purchased a full 10 user licence and when I 'go live' shortly, I want to move SDP7 to another piece of server
SD+7 any service packs fixes ?
Are there any SPs or specific fixes for SDP7 as they dont seem obvioulsy visible on the website downloads area, but fixes and SPs are referred to in this forum. Where can I get them from please.
multiple email templates?
Hi - We have been using ServiceDesk for quite some time and now have multiple departments within our company using it for their own groups/queues. We are running MSSQL build 6011 and it has been very stable with almost 50 technicians. I have some additional groups that would like to use ServiceDesk perhaps even for our customers to submit requests but we would need to be able to customize the automated notification and reply emails for each group and possibly set business hours differently for each
migrating SDP mysql to SQL
we have been trialling SDP7 priori to purchase. It was installed using mysql (no licence issue), but now we plan to go live we will deploy on SQL. We have built up a fair amount of call history whilst trialling and I would like to keep that. Question - if I reinstall SDP7 onto SQL, will I be able to restore the data from the mysql data I have backed up ? if so is the process nay different from the normal backup and restore process ?
Unable to logon SDP 7
Hi Guys, I installed Free edition of SDP 7 on W2003 Server with MS SQL 2005 Express version. I successfully configured the Database connection with changeDBServer.bat. I start manually SDP 7, and arrived on http://localhost:8080. I cannot connect :(, the default password for administrator or guest in not valid. Error Message: Your username or password is incorrect. Thank a lot by advance. PR
Is it possible to delete the LEVEL field?
First time poster, I have tried looking for any info on this but as yet I have had no luck, Now my question is, can I remove the Level field from requests? As we have no need for it, and it will just cause issues if we leave it there?? Hope someone can help Thanks In Advance
Is it possible to delete the LEVEL field?
First time poster, I have tried looking for any info on this but as yet I have had no luck, Now my question is, can I remove the Level field from requests? As we have no need for it, and it will just cause issues if we leave it there?? Hope someone can help Thanks In Advance
Search - Case sensitive on subject and description?
Good day, I'm having problem with the search feature when you search in the Requests section. It looks like it is case sensitive when searching for something that is part of the subject or the description of a request. It kinda restricts the search ability ... Any thoughts? Thanks Skid
Technician Notifications by time
anybody know how to set up a way that Technician notifications can be send(email) to a different technician at different times. For example, from 9-5pm, notified one technician and from 5pm-12pm, another technician and so forth.
Various questions on Version 7.0.0 Build 7005
Hi all, Looking for some help here with Service Desk + of which we shall be rolling out shortly. We are currently in the testing stages but have a few questions which I am hoping you can help with? I do not know whether any of these features are availalble (hence why I cannot find them) but here goes: 1. We would like to be able to stop technicians from closing requests. e.g. A call is logged by a user / requester which is then assigned to a group / technician. Once the engineer has worked on the
Problem Notification seems limited...
I'm surprised of the seemingly limited notification for "problems". What I think should happen is that when a problem is closed, a notification is sent to each technician that has an attached incident/request to that problem. How else is anyone supposed to find out that a problem has been fixed?? There should also be an option to notify the "reported by" person when a problem is closed.
Removing Extra Fields under technician mode
I just have a query regarding removing / changing fields. Basically, we have cut down the self service portal view so that there's only a few options, like category, description and priority (as well as name) so theres not alot of options. I would love to know a way to cut down the technician view so they do not see impact or urgency. We feel priority is enough. Is this possible? Could someone please confirm if this is possible? Here is our version number: Product Name : AdventNet ManageEngine ServiceDesk
7008 Questions
Hello! I saw the last release of SDP (7008) in http://archives.adventnet.com/service-desk, but a wish to know more details in some �Issues fixes�� Number 2) Technician with out credentials was able to edit the requester information in request details page is fixed. What is the credential that can allow or deny such action? Number 4) Unable to add UDF fields for Problem and Change using non English characters is fixed What is UDF? Number 5) Replying to a Request conversation the immediate parent subject
Requestors ability to view Approval
Is there a way for the requestor to see an approval? Whether it was approved or denied and why. My managers are always putting notes in the approvals , that are important for the requestors to see. The technicians could copy this information over, but then the requestors would think the technician is the bad guy and not the manager 2 or 3 levels above them.
Changing the default SQL database name
During the migration from MySQL to MSSQL, is there a way to change the default database name "servicedesk"? We already have separate SD+ application running that has their database on the same SQL server that we'd like to migrate to. Is this possible?
Bug? Assign a user to an asset
Using SD+ 7.0.0 Build 7005 We are in the process of populating our asset database and we found out that when you try to assign an asset to a specific user, the user list comes up all mixed up, not in alphabetical order. Without a search option when you have a large list of users, it makes it difficult to find users. Thanks.
rename request status
How to rename on hold, open and other lockes position of request status to the other language?
Assigning Sites and Regions
What can be assigned to sites and/or regions? I'm able to create them, and I see that the Workstations asset table can show the site, but I can't figure out how to set it. Same with users...can they be assigned to a site or region?
Multiple language requirements
Hoping someone here may have a setup like what I am hoping to achieve. We require our service desk tool to be able to be used in several countries, with differing languages. We have our asia pacific offices in Australia, but are looking to use the tool we choose to be able to be used in China, Japan and India. Now my question is "Can we have the multiple language version, and have the 1 database with all sites running from this 1 db?" How will it run between all these sites, yes I know it may well
Notification Rules Question - Requester update via email?
We are currently running v6 with the latest hotfix/patch - awaiting full release of upgrade pack to v7.0 before we make the jump. Anyway - something a few technicians have mentioned is that when a requester updates a ticket via email, and the envelope icon changes to red on the summary screen, the technician working on the ticket (if assigned) doesn't get an email letting them know the requester has updated the request? in the instance that the ticket is not yet assigned - surely the group the ticket
Unpicked request notifications
There's a notification option to "Alert group members by Email, when a request is left unpicked in a group". This seems really useful, but the mystery is how long and how often does this happen??? Thanks LW
Feature Request: Attribution
Any item that can be modified should have auto attribution. ie., Notes, Tasks, Notifications etc. Otherwise the "commenter" must remember to self attribute. Attribution should be date and time stamped, e.g "On x date, tech x wrote:"
Feature Request: Trackable and reportable request transfers
Our techs frequently transfer a request to another tech. The email notification should auto indicate who the "sender" or "transferred by" person is. Also, is it possible to report on ticket assignment changes other than reviewing each ticket history? We need to be able to determine the rate of ticket hand-off. It's one thing if a given tech has many more closed tickets than another. It's another thing if we see a tech consistently handing off tickets to other people for resolution. If we can further
Adding New items to subcategory
Ladies/Gents, Is there a way to add a new item and specify which subcategory that it can be attached to? I've notice that the categories, subcategories are not sorted and organized to its parent field. Example: I have already category x Sub-category: login issue and category y subcategory: login issue Now I create an item that shows "need username/password" .. but I just want to attach this item to category Y under the subcategory login issue.. This is still possible but its a trial and error process
Support File
Hi all, I created a Support File and now I'm looking for where to send it. It says in the trouble shooting to send it to ServiceDesk support but I'm not sure where that is. I am also having trouble disabling firewalls with group policy. I tried this but it does not seem to solve the problem. 1. From Start -> Run -> gpedit.msc (to open Group policy editor) 2. Computer Configuration folder. 3. Open the Administrative Templates folder. 4. Open the Network folder. 5. Open the Network Connections folder.
renew license
Please, I need to know the quote of renew or every year the cost is the same
AD field map
I would like to map the Employee ID field to AD, we currently store the employee payroll number for example in the "Pager" field for this reference, is this possible ? I would also like the ability to map additional requestor and additional technician fields to the AD, where it says " Single-Line, Multi-Line, Pick-List " I think there should be an AD option ? This kind of AD field mapping system would be very beneficial.
Problem in business rules
i create a business rule where my category is "Hardware" Sub-category is "Equipment" or "Laptop Services" Item is "Equipment Allocate" or Equipment Reallocate" or "Modification" or "others" Place in group "desktop support" im using administrator local authentication in sdp and administrator member of "desktop suppport" group. To test i create a new request and fill-up all the fields then add request then result is the group was not assigned. I verify my input category/Sub-category/Item it was all
Mail subject and body fields empty
İ have one problem , im using sdp 7 and exchange server when im sending requests, (to technican)mail is comig empty there isnt subject and body also i checked notifications fields they are not empty i need to solve problem please help best regards
How do I perform a query on the "RequestResolution"
How do I perform a query on the "RequestResolution" table? We need to research some calls that were not put in the Solutions Database.
ip question
In my network, we have rpc over http setup for outlook to be able to contact the email server when not directly on the domain. This is great for remote users. That being said, we do have issues where, if the user has the same ip scheme as ours, they can run into authentication issues, which are resolved when we change the network IP scheme. So, is it possible to get the domain scans to also grab information like the ip scheme of the home network when they scan remote agents?
attach screendump
In our old ticket system we used screen dumps( alt print screen) alot. We switched last week to SD+ and we haven't found a way yet how this works in SD+. Is it possible anyway ? Or do we have to create an image first?
Export Purchasing into Version 7
Is it possible to export the Purchasing Data and import it into a clean version of 7. I want to see what it is like and can't be bothered to fill in the data
Request Additional Fields, can they be linked to Departments
In ServiceDesk v7 7001 We are trying to have Requesters input as much information about their issue as possible. As our company branches over varying sites and departments we were hoping to have a Pull Down field where our users/requesters can identify what department they are in and which site they are located at. I realise it is possible to create new fields in the Request - Additional Fields sub menu but is it at all possible to link the entries i have listed under "Sites" and "Departments" under
HTTP 500 JAVA ERROR while opening Approval Link
Hi, I am using SDP 7.0.0 Build 7005. I am getting HTTP 500 java errors the web pages shows some java links. It happens in special case: If I am a technician and already logged in SDP. If I get any approval link via mail and if I open that link, It shows two buttons 1. Approve 2. Reject. In Either case when I click the button. It shows the Http 500 java error.. If this is known issue Please help me..... Screen shot already attached. Thanks... :x
Question about creating request template
I create a new request template and the template name is "Account - Generic Log-in Creation" the owner details default is "Group -> General Helpdesk" the category details default is "Category -> Network Accounts" and "Sub-Category -> Network Account Log-in". If i used this request template is this possible that it will be place in General Helpdesk Group and possibly can be seen this request template by the member of the General Helpdesk group?
mail problem
when i want to configure mail server setttings in SD7 i had this error im using MS exchange and im not selecting pop im selecting imap please help FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Best Regards emre meral
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