Exporting time to billing software
Is there a way to export the time spent from SD+ to a billing application such as Quickbooks or TimeSlips?
Problem with Log in
Hi there, I am having some problem with authentication of user on the service desk. When the try to web browser to login to the system, the system prompt for username and password. After user try three time to login, the system get it out. Can somebody help me ? Best Regards
send email to technician - what's the difference?
Not sure if I can't see the wood for the trees here but what is the difference between "Send Email when a task is assigned to a technician." and "Alert Technician by Email when a request is assigned"?? Seems to me like they are one and the same thing? Found under Notification Rules: Request...
Couple of questions..
I have been using your product at a previous company and had been loving it, and when I arrived at my new one, and they didn't have a help desk program, I told them about this one. We have been demoing it for them for about two weeks now, and a couple of questions have come up. First question is about Email creation. Is there a way to get the program to recognize the Importance flag in an email, and assign it a different priority? Like if I have all the email creation tickets set as normal, but the
Notes, & worklog not duplicated over to "duplicated
Hi there, running Service Desk Plus build 7005, and finally got my team in the habit of adding notes or worklogs BEFORE they duplicate a request. With 7005 we have noticed that no notes nor worklogs get dupicated over :(
ServiceDesk upgrade?
Is there a way to migrate ServiceDesk from v6 to v7 without any data loss? Do we have an upgrade path yet or is it still in development? Perhaps this has been answered but I struggled with the forum search tool. Thanks, James
Default requester login details
We are currently running version 7, build 7002. All our requests are picked up by the mail-fetch utility, which also creates a new user when they send an email for the first time. My question is, how do we define what their default login details are? We are especially interested in the password, which we would ideally like to be blank for all new users created by mail-fetch. How would I go about doing this? many thanks
Removing 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
Cannot disable the default login messgae
When i click the link to hide the default login info i.e. administrator and client, I got a page error and the box remains. Pls adbvise what to do to fix this.
Change approvals not working
Hello. I am running Servicedesk Plus Enterprise build 7005. When our CAB member approves our changes we get the email to that effect but the change remains status 'Requested' and 'Approval Status is 'N/A'. This is a big problem for us as it is making the database records inconsistent with work being carried out. Does anyone have any suggestions? Thank you.
Technician access levels
At the moment, we have 2 levels of access to our helpdesk. An "SDTech", purely a technician who has full control of the requests & "SDAdmin" - self explanatory. Unfortunately it seems when we need our 1st line support guys to create new users on the helpdesk (we don't have AD linking set-up yet, though this would be useful!), they cant see the "admin" tab as there not administrators on the helpdesk. Is there anyway we can restrict these guys to "SDTech" only yet also enable them to create new users?
Extra setup requirements or hints not in manual
Okay, we have decided to purchase SD+, I have tested this on a PC, and had the normal teething problems(mostly my issues) and am about to setup on a SQL 2005 machine. What i need is a list from you guys of things that may not be in the manual that are must do's or don't forgets, basic hints to help me with the install and initial config. Anything at all would be great, no matter how simple or obvious you think it is, let me know. Hope you can help, and thanks in advance
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.
SQL Integration
Hi, Two querys... 1. We would like to insert/update data within a SQL database when certain SD+ events occur. I.e. when a SD+ request is closed. Is this possible out of the box or are we looking at adding triggers to the SD+ tables to achieve this? 2. Can we create new SD+ requests via a SQL insert into the SD+ DB? Thanks
default view problem - why is it set to Open Tickets?
I have another issue since implementing this SDP product. I was wondering if there is a fix for it - or a way around it. When the technician opens his instance of SDP and selects the Requests Tab, he is present with a list of Open tickets by default. Which to be perfectly honest, is pretty useless to us at my company. We require the Group View to be the default view, so I can actually see tickets of all status, not just that which are open. After all, surely a ticket with a status of Assigned is
Limit on attachments?
Using SD+ 7005 Is there a limit on email attachments to SD? If so, where can I change that?
Problem with login
Dear, SITUATION : We have the following situation : We give training in small groups to our end-users concerning the usage of ServiceDesk 7 (e.g. : How to fill in requests, find solutions�). After these users followed the training we "add" the users from Active Directory to ServiceDesk so only these specific users can log in into SD7 (Active Directory Integration is enabled and pass-through is also enabled). We decided to do this so that only users who followed the training can log in. Users who
Technician with restricted view ?
I would like to be able to enable technicians from a couple of our subsidiary companies to use our SDP server. I want those technicians to only be able to see and deal with calls raised by users from their subsidiary and not see the calls we deal with on behalf of other companies within the group that we directly support. Is this possible in SDP or is the only a see all view for any technicians ?
Customizing Overall Look of ServiceDesk Plus
Hello Is there a way to customise ServiceDesk? Even if it involves code that is fine, but is it possible? Sand shoe
Create a custom view of requests for standard user
I would like to create a custom view in which a standard user can see all requests in the system. I have been able to create a new custom view that technicians can see but not that standard users. Thanks for your help in advance, Terry
Scanning Workstations SD7
Hi, I have some problems with the Windows 2000 workstations while I'm scanning them. I already follow your instructions, and nothing, it gives me the error 1.193.619.319.529. Are you going in the future to do a client that we can install in this type of computer? Or at least a script that will send the information to the SD7 server. Thanks.
mulitple email address for mail fetching
Is it possible to configure the incoming mail fetching for more than one email address? My issue is we are starting a project where we expect at least initially a lot of support issues. We created a new email address for this project and autoforwarded the messages to the helpdesk email which creates the ticket just fine. But, we want to have the tickets related to the new email address to be categorized in Service desk automatically for this project category and assigned to a specific technician.
Survey results
Has anyone gotten the survey results in SD6 to mean anything? What exact query are you using? The canned reports mean nothing as they are just raw numbers.
renew license
Please, I need to know the quote of renew or every year the cost is the same
Automatic merge emails with the same Subject ?
Can the system do a merge automatically on emails with the same Subject lines ? Either via RE: or another method ? I notice you can manually merge emails together, however we get many replies and conversations with the same subject line that could be merged automatically with a reasonable level of accuracy...
item list not visible in P.O. creation
While adding an item during the creation of a P.O. , the item list is not displayed
renew license
I need to know the quote of the renew licence ManageEngine ServiceDesk Plus Enterprise Edition or Is every year the cost the same?
SD+ does not load
HI I was trying to install SD+ but unfortunatly it does not start at all, I browsed the forum but could not find anything. I think there is some error in the JVM or smthng. I tried starting the program through GUI as well as command line mode also but the program does not start. Plz suggest what should I do ?? My machine runs windows 2000 advanced server My WRAPPER.Log file is as follows STATUS | wrapper | 2005/02/05 14:29:09 | ManageEngine ServiceDesk 4 installed. STATUS | wrapper | 2005/02/05 14:44:43
Older versions of Servicedesk
Is there any way I can download servicedesk plus version 6? I need to migrate our knowledge base to a new server, and the upgrade isn't available in order to migrate it to version 7. So I was thinking I could install version 6 and upgrade when it becomes available. The original server has version 6 on it.
updates
We have recently purchsed Manage Engine. It was configured for us by a contractor not ourselves therefore we have some questions. How often do updates happen and what action do we need to take to get the updates?
Auto close ticket sent via email
We want to use the email feature to send replies to and from the end users concerning open requests but dont want to create tickets from email. Is there a way to send an email with a link to the new request web page if a user sends email to the help desk? Currently we mark the incoming ticket closed. Just to clarify, when a user reply to an open ticket it gets added to their ticket but if a user sends a new email the help desk will reply something like: "Please log into http://helpdesk:8080 to open
Send notification do not pickuyp job details
Hi, When I try to do the "send notification" ( under action) in request, problems, changes , the does not pickup the request, problems, changes IDs and put it in the Subject as oppose to the auto-notification emails generated through the templates. Is there a way to enable this similar to customising the email templates under Notification rules. Appreciate any comment on this. Rizzie
URL Problem
Right now everything is running fine, but to access the helpdesk we would go to: http://myServer:8080 I would like to be able to access it by going to: http://myServer/support Is this possible? Thanks Oriol.
How many items in inventory allowed besided IT ones??
We are looking into several helpdesk solutions. One of the items is that we want to inventory and track history on items other than just the computers/printers/routers/switches and the like. I know there are limits to how many items with out buying additional licenses for the IT equipment... So the main question is is there a regular inventory section to add things like say a desk or chair that doesn't eat up counts for the IT equipment. Thanks for any input.
How does SDP SLA works
hi, How does the SLA in SDP works? I created a rules in SLA and enable escalate level 1 - 4 then test create a request ticket and wait for for a time to escalate but it seem's that there is no pending request in my account but i see it in over due. How does it works? does it notify technician thru email? Thanks
Adding Request Type in new request
Is it possible to include the request type as an input field when adding a new request? I would like to differentiate between incident-requests, support requests, new user requests etc. thanks!
Converting to MSSQL database
Our servicedesk plus was originally set up using the default MySql database. I have been asked to move this to an MSSQL database. Has anyone had any experience with this and can you recommend the best strategy to use?
File attachments problem
Hi, I have a problem with some tickets that have files attached. When I click to open the attachment I get a "The File was not found!" error. Also when opening the ticket I cant see any requester conversations for that particular ticket. No even the one generated by the system. I am using SDP 6012 on a MSSQL databese. Best regards,
Automatic mail according to the file's state
I would like to send automatic mail according to the file's state. example : When the file is in "on hold" state, i want to send an automatic mail to a technician Is it possible? I know an automatic mail can be sent on the "resolved" state, but is it possible with another state? regards
IE7/Java configuration issues...
We have finally gone live with SDP 7005(1400 imported users 2000 workstations(all assigned to departments)) and have run into an issue. When the analyst is keying in a New Request and gets to the Name* field. If the analyst uses the 'in field' search function by typing a few letters of the name(for this example James) then uses the cursor keys to find the appropriate name, then clicks Enter...no problem. But if they use their mouse to click on the selected name or leave the field partially entered
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