Customise dashboard portlet
Hi, I am presenting the Service Desk Plus Enterplise proposed as a tool for ITSM. I need to customize things like the dashboard, including other views such as open requests by item, group, ... Can you help? Thanked.
Duplicate groups - ServiceDesk Plus 8.0 8020
When I click the dropdown for groups, I've noticed that many of my groups have been duplicated between 2 and 6 times. After selecting a group then I assign an incident to an individual, the group name will revert back to --Select Group-- but the individual name will stick. Any suggestions to fix? Thanks in advance!
Export data from test instance to rpoduction instance
I have a test instance of the servicedeskplus tool set up to test modifications. We are adding support for a lot of new tools and services and have set up all the fileds in the test instance. I need to know how to export the changes from the test instance and import them to the production instance. The fields we have changed or added are: Category Subcategory Level Priority Request Closure Code Incident Additonal FIelds Business Rules Service Level Agrrement Requester Additonal fields Technician
Possible to copy or clone a Service in Service Catalog?
I just created a rather lengthy Service to create a new user in the service catalog that I would like copy and rename it so that I can just modify one or two options without having to re-create the entire thing. Is that possible?
Export Data?
Hi All, I'd like to know how to export SLA settings, categories and Technicians from the old server to the new one? Thanks in advance.
Global view of tickets for non-Technician
Hi, I need to create a global view of tickets for users who are not Technician. They merely want to see the status and details of each ticket. I have tried to create a public view using Administrator but users cannot see it How can I do this ? Thanks Jupp
Modifying Existing Technician / Requester
Hello, We have couple of issues caused by not being able to modify the login name for the users in the Service DeskPlus. For example, we have few technicians in the ServiceDesk Plus system which we are trying to modify the details for, but subsequently found out that there are 2 accounts for the user, <username> and <username>@<domain>. Looking at the LOGIN_ID and USER_ID values in the dbo.AaaLogin table, it seems that the technician was created manually through the ServiceDesk Plus first, with the
Has anyone implemented the Service Catalog module?
We are considering implementing the Service Catalog module in our Help Desk environment and are seeking input from people who have implemented the module or have decided against it. Questions I would like input on are as follows: Why did you decide for or against Service Catalog? What benefits have you seen from using Service Catalog? What challenges have you faced in using Service Catalog?I really appreciate any input you can offer. My biggest concern is that I don't want to confuse the user especially
How do I determine the avg response time before a ticket it picked up
I am needing to run a script on the MSSQL to determine how long it takes before a ticket is picked up from a customer. I am running Version 6.0.0. Build 6014
API: how to set timezone
Hi, I'm currently trying to figure out how to use your Site API. Was successful to some extend, but one thing I just could not figure out: how to set the timeZone via the API. No matter what I try, there is no value selected when viewing the site in SD+. After selecting some timezone in SD+ and saving saving in SD+, the timezone is saved. So what do I have to use? What I tried: - "value" field of the SD+ select box (e.g. "301" for Europe/Berlin) - the complete string of the SD+ select box (e.g. "(GMT+1:00)
Real Time ticket queue
I want to be able to let me users see the entire helpdesk queue - so that they can see their position in the queue. That is their biggest lament. They make the heldpesk request, but then they have no idea when things will happen. So I want to be able to post the realtime queue to one of our internal web servers so they can do a quick check of where they are. Our IT shop is small for the amount of users we support (1 helpdesk IT for 200 in-house people) Has anyone else done/created/ though of something
incident activites.
we have an issue arise when one incidents being handled by multi technician during their shifts. currently we are using notes or work log. but work log allow the logged on technician to select the technician whom has entered that work log. which isn't right for us. we need it to be in-editable field with the name of the logged users. we need it to be more like activities log other than work log. as we don't work cost the same way that exist on the program now.
Super techician
Hi all, I'm starting to configure our SDP and I was wondering if only one technician could see all the requests of all the other technicians . For information, we have no site configured. jeff SDP 8 build 8012.
Use multiple incoming e-mailadresses
Today our IT-department use SDP for support. But in an effort to bring more of the oganization into ITIL our HR-department wantto have a servicedesk. The thing about this is that HR handles sensitive cases and our technicians are not supposed to see any of it. So we need a way to sort and categorize these tickets automatic via Business Rules or some other way. In Business Rules you can set up rules for based on the mail header(Subject, From, CC and To). The problem is that as far as I have seen it
Create a printed label from SD+ request details?
Good Morning Manage Engine Community We're running SD+ Professional Version 8.0.0 Build 8015. When a request is received/created for a repair to a notebook or associated assets, we would like to create a printed label showing the User Name/Job Ref/Date of request so that it can be stuck to the notebook case whilst waiting for repair. Has anyone been able to produce this? Regards ejt999
Email Commands and Forwarding
Not sure if this is the correct area or not but it was really the only one that was even close to what I want. I was wondering if anyone has ever tried what I am proposing. We have alot of users that email technicians directly instead of going through our helpdesk and I was wondering if there was an easy way to for those technicians to forward that email to our service desk email account so it will create work orders? We've had some success with this with some editing such as changing the @@Requester=User
Limit of Request - Additional Fields
Dear all, It is possible to configure SDP to have more than the 24 Additional Text field ? Best Regards.
Problem With Kaspersky
Hello to everyone!! i have this kind of trouble and i need your help!!! well, i have problems when i do the scan for inventory (asset) in computers domain. Some computers are ok but others i need to turn off kaspersky. What port do i have to open in firewall for kaspersky dont block the scan? thanks in advanced
Change Implementor
Hi, How do we add technicians to being one of the Project Manager Implementors ? Thanks,
How do I create a incident template as a technician?
Change template contains only default request option. How do I go about creating my own template with fields populated from dropdowns by default. Thanks
Searching using IP address
Is there a way to set the system so that you can search for an asset by IP address, be default, from the Assets tab? We are using ServiceDesk Plus 8.0.0 Build 8011 and nothing is returned when an IP address is entered unless the users selects "Workstation" from the drop down list. It'd be nice if the system searched across all assets, by default to save having to work out how the particular asset had been categorised.
Mount the fileAttachments to a NFS or CIFS folder
Is it possible to mount the fileAttachments to a NFS or CIFS folder? I've already tried it, and for each attachment created, the complete folder structure to is is also created successfully, but the file itself is not attached. for the backup folder it works nice.
Is it possible to rename a PC via ManageEngine Desktop
Hi, Can you re-name a pc via the manage engine or is this some thing that hasn't yet been built in?
Disabling Obsolete Products
Hi Is there anyway of flagging a product that has some purchase history such that it will no longer appear when raising a purchase order? As products change some become obsolete and so therefore I wish to prevent them from accidentaly being ordered. Thanks Gary
Script to assist in gathering correct info when raising tickets
Hi, Pretty new to the product, so appologies if this has already been mentioned / requested. I am enquiring to see if there is a feature to allow for when a operator raises a support ticket, to generate a script of questions to ask the user, generated from the Category and sub Categories: eg Computer Name, Asset details, Impacted number of users, Description of problem, etc, etc. I know this is a basic idea, and I'm sure people have done this before, so once again appolgies if this has been
On Call suggestion needed
Right now we have a business rule that assigns most tickets to our Tier 1 Help Desk. They in turn respond or escalate tickets to Tier 2 if needed. On weekends we have someone from Tier 2 "on call" where users can call a special number that gets routed to the On Call tech's cell phone. The problem we have is that if a end user puts in a ticket instead of calling the special number, that ticket gets assigned to Tier 1 and the notification email gets sent to Tier 1 so the Tier 2 tech on call never
Customising of CSS on Service Desk Plus 7.6
Hi, First off sorry if this has been posted before, I've searched but couldn't come up with much, Is there any way to customize the css of the Service desk to incorporate company colours and preferred fonts, i'm not too fussed with changing layout (although would be handy for the future maybe) but i would like to change the default colours if possible? how much can the style be changed and is it worth it? any help would be very much appreciated, Kind Regards, Aaron
Trending???
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
AUTOMATION
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Default Purchase Orde logo
Hello, i have a question about how i can change the default logo when i try create new purchase order, currently the default logo to service desk, i want replace it to my company logo and info thanks Ayman
Disable hours/currency in Work Log
Is it possible to disable some features of the work log so that "Time taken to resolve", "Technician's cost per hour" and "incident cost" to not appear in the Work log dialogue box?
Service Desk Plus - Catalog - create an array in the Discussion Field
Hello, I must create a new service in the catalog with a array in the Description field. Is it possible to do such things? Jean
Purchase order approval
Hello all, Just a quick question about the purchase order approval, I know that we can add some approvers in the list but it is possible to add in the workflow 2 approvers ? Because in our organisation, we could valoidate two time times before the acceptation. Thanks in advance for your help
Business Rules for Mode field
Is there a way to use business rules to set the Mode field. i.e, If a user has logged a call via an email to ITServiceDesk@blahblah.com, how do I automatically set the mode to "email" ? Dave.
Service Catalog
What is the point of the Service Catalog? From what I can tell it just helps you organize your incident templates?
Example UpdateRequest API Submission
I am trying to get the UpdateRequest API to work in Servicedesk Plus (Build 8.0.7) using the Servlet API. I have the AddRequest API working fine but am striggling with the Update Request. The URL I am subnmitting is: "http://localhost:8085/servlets/RequestServlet? fetching &workOrderId=116&resolution=Job Completed&technician=technician1&username=technician1&password=pa55w0rd&operation=UpdateRequest" The message I am getting is Failure: workOrderId cannot be empty Can someone point me in the
Assets with the same name
We have much assets that are different computers located in different towns but have the same name (such as server or manager) but have different MAC's Workgroup etc. When we try to mannualy import xml config files that we make with standalone audit script it is overwriten. What can we do besides of renamin all of this computers?
Is there a way to import associated assets?
Hi, I'm importing a spreadsheet of monitor info. One of the columns lists the PC the monitor is associated to. When I try to import the spreadsheet, "Associated Asset" is not a field that can be mapped to my spreadsheet. I see User, Department, and Site are fields but i do not see a field for Associated Asset. Is there a way to successfully associate assets when importing? Thanks in advance!
HOW TO: set USB printer as assets?
How can i link a USB printer (found in the "hardware" tab) as an asset to a workstation? So that when a requester poses a question, he does not have to link the asset to its workstation BUT immediately to the printer in question. So then there is a request/incident-archive possible per asset and not only to that workstation. So i can select a printer and see if it has recurrent problems or not. I can see which problems the device has had in the past and so on. Is this at all possible or not? Thanks
Customized Query for Memory Type & exact RAM size?
Service Desk plus 7.5 we are in need for Memory Type (DDR1, DDR2) & exact Physical RAM size (128 GB not 124 GB) for all workstation in domain.
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