Elapsed time
Hi, could you please to tell me where I can see the time taken to resolve the request? Thanks, Andy.
Modify Settings in SQL Database
All, We have a test SD Plus installation which is an exact mirror of our production environment. We export the SQL 2008 to a .bak file and import it just fine. Before we start the SD service though, I would like to make a few modifications to the database so that alerts and notifications are not being sent out to people. For example, Scheduled PM tasks that were sitting in the queue would get sent out as soon as we turn the test environment on and that is confusing Here is what we would like
Request Summary section on Global View of home tab
Is there a report that will recreate this section so that it can be emailed to department managers?
How do you handle purchase orders involving software?
I've never understood the purchasing of software. Let's say you want to purchase Adobe Acrobat 9 and you've never bought a previous version. The purchase order is going to ask you to define the Major Version from your managed software. What do you select? Do you wait until the software arrives, scan it on someone's system, mark it as managed, and only then can you properly create the PO and define the major version? How do you guys handle this?
Search Roadmap
Hi, Is it possible to search the Roadmap? I might be missing something, but when I go to http://roadmap.manageengine.com/ I cannot search. Thanks Stef
Service Desk Export
Can anyone tell me if it's possible to export all the information in Service Desk? I'd like to be able to pull out current and closed tickets, as well as solutions, files, etc. and set to another server.
Can a requester blong to multiple sites?
I have the sites setup with about 5 diffrent sites. I have a requester who may need to enter a ticket on 2 or 3 of the sites. I have not seen a way to add the a 2nd or third site to a requester. I am thinking I will need to add a login for that user for all 3 sites. Any help on this would be great thank you. John
Request for Report Query Help
Hello all- I was a bit surprised to find (or rather, not find) that a very typical report I see in most inventory/helpdesk apps is not a canned report in Service Desk. What I want to be able to do is for it show me a list of filtered apps- and what Workstations they are on. For instance- I need a report that tells me all the PC's that have Adobe Reader and Adobe Acrobat- and show me the version they are. I started to edit a query, but just couldn't get it to come up right, so I got close and exported
"Moving" History to Another Technician?
We originally bought SDP with 3 technicians included. One of the technicians so named is (of course) the Administrator login. However, only two of us need access on a regular basis in the course of our jobs. One of us has been signing on with the Administrator login, and I'd actually like to change that. Is there a relatively easy way to "move" all that ticket and request history over to another technician login?
Multiple Surveys
Hi All, Is it possible to have multiple surveys? e.g. A survey every 6mths about general customer service. A survey after a request has been completed. I have looked in the Admin-User Survey pages, but it doesn't look like this is possible. Ideally we would like to select a survey to run, choose the respondents and specify the frequency. Thanks Stef
How can I include reply content in notification to technician?
I have the notification that alerts the technician when somone has replied to a request enabled. Is there a way I can include the content of the reply in the notification to the technician?
remove the tab support + security issue
I have a problem with the support tab, it appears to all the technicians and it can see the same system log, which I believe is a security error, since a technician does not need to see the changes implementing a system administrator. sorry my English is not my mother tongue thank
Delete old backups
Is there a way to save three days of backups and automaticaly delete the older ones? I can't find a setting for this in my SD+ 7506.
Assigning a Category
Hi, Can a category be assigned to a group created within SD+? We don't want to assign a category to a technician as that person may be away on holiday which could then impact on our SLAs. Regards Stef
How to find Deleted requests and the user deleted the same?
Hi, I see that certain requests which were added to Service Desk plus is not present at the moment. I suspect some user has deleted the request. How can I find out the deleted request and the user who deleted them? I have admin privileges. Thanks in advance, SreeJan
Merge two products in Asset Management
We have "double ups" of a few products in our asset management area. The same product with different spelling. Is it possible to merge these together.
Adding Categories
Hi, Is there a bulk category, sub-category, item add functionality? It would save me a considerable amount of time if I didn't have to add it all in manually via the web interafce. Thanks Stef
Custom Filters
Hi . I want to create a custom filter for the request screen which only shows requests assigned to the currently signed in technician for all request statuses that are not closed or resolved . How do i refer to the currently sign in technician in the filter ? Thanks
Tips needed for scanning Apple Equipment
hi all, We have several Apple machines on our network and I am not sure what the trick is to get them scanned. I noted that a couple seem to have worked but I am not sure what I need to setup to get the rest scanning. Any info would be appreciated.. Cheers Paul
How can I find requests that have closed problems, and problems that have closed changes
I'm sure there is an easy answer, but I cannot find any list or report that shows me a list of requests where the problem has now been closed. Likewise, when a change is closed, I cannot see how this updates the Problem in any way, or notifes any users the problem can now be resolved (except by email). I have seen the email notifications, but emails are a one time only action that are easily forgotton, or delivered to a technition on holiday, sick or otherwise unable to progress the case imediatly.
Default Request - template
Hi As a company we have just recently begun using ServiceDeskPlus. A minor issue seems to annoy us, so it would be great if someone had a fix or some advice. Background: We'd like to use templates to our diffirent areas of work. The template name tells the requester which department the request goes to, so far so good. But when the user wants to make a new request the custom template is shown and a additional pick list in the top of the screen called "Change Template" where the user can select "Default
Link custom fields
Hi guys. We have custom request fields and what id like to know is if it was possible to implement something like this. We have a field for State and another field for branches. at the moment we have to select the state, and then select the branch the user is from. the branch field shows ALL branches from all states. Would it be possible to implement something so we can select State and then in the branch field only show the branches that are associated with that State?
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance Miguel
Update the old tickets ???
May I update the Old Tickets? I need set the site and this is null in the old tickets. Thanks a lot ! BR.
How to add multile roles
Hi There, We are trying to add multiple roles to a Technician but it seems like one of them is overwriting the other one, we want a technician to be able to see all request but only full control on the ones assigned to his team and/or himself. any idea how to do this? Thanks !
AD Import
How can I choose what kind of information I want to import from the AD to SD+? Are there only the six fields Ohone, Mobile, Departement, Site Namne, Job titel, and e-mail? What if I want to choose something else, like the Street from the AD, is it possible? Regards Ola
Frequent Flyer Query
Can anyone give me a query to show the number of requests for each requester over a given timeframe (last month, for example) sorted from highest to lowest? Something like: John Smith 25 Frank Johnson 22 ...
Report of workstations with installed software
Is there a SQL Query report that can list off all workstations that have a certain software loaded on them? It needs to have a wildcard, so we could show all workstations with %visio%. Thanks
send change password notification to all of requesters
Dear All, Is there any way to send notification (manually or in task scheduler) to all of requesters to change their password (ie. requester password, windows password, application password .. etc). please advise thanks & regards Winanjaya
on-line requester registration
Dear All, Is there feature for on-line requester registration (with or without administrator approval) and or forgot requester password ..? please advise thanks Winanjaya
Save the report
Hi all, i create a report for exapmle as a "test". My way is: Reports-create new customer report" give a name and go trought the wizzard. At the end i saved the report but i cant find the my saved report. I checked all categories but i see nothing. Can somebody help me plaese?
newbie - case's status
Dear All, How to set the Requester to be able to set the case's status? Is it possible to Re-Open closed status? Thanks & Regards Winanjaya
remove report
Dear Support, Please advice how to repove scheduled report, which was created by acccount which was later removed from SD. Thank you,
Multiple Active Directory Domains
Hi, I need to use SD+ with Multiple Active Directory domains , my question is : 1- the Assets Scheduled Audit willl be done for all domains or only one of them ? 2- for the Requesters Sync with Active directory , it will be done for all domains or only one of them ? thank you
Report time settings
Hi all, im trying to create a report. But i dont see anything to set the date between i wish to create a report they are allways this sttings set by default: From 05-11-2009 00:00 To 05-17-2009 23:59 Where do i can chenge the settings? thanks in dvance
Changeing the lay out of a new request
i is there away to change the default lay out of a new request,and also make some of the box's like group default to help desk At the moment it is taking time for a helpdesk staff to log calls because some of the boxs are just all over the places and could do with being set to a Hi is there away to change the default lay out of a new request,and also make some of the box's like group default to help desk At the moment it is taking time for a helpdesk staff to log calls because some of the boxs are
several UPN suffixes
Good afternoon. For me a problem of such character. There is a domain with several UPN suffixes. When there is a user, to it is assigned any UPN suffixes. Depending on sort UPN of a suffix, to it there is an e-mail address. SD + v.7.5.0 Build 7506 scans the domain and imports users. All it works, while for the employee does not vary UPN the suffix, also is not assigned other domain. THEN at import from AD, SD + creates the new employee and considers as its external client. Can it is necessary to
Asset Data Export.
Adventnet, How we can export datas files from a serve to another ?
I can sort out OS with ServicesDesk Plus
My Environment comprises of Win2k and WinXP, how can I sort them out for inventory purposes. Then export to Xl or pdf? Looks like my ServiceDeskPlus does not recognize (any) OS in my environment.
Category Technicians... how to change?
Can the default technician for a Category be changed? It appears that this is not possible without creating a new Category, but that doesn't make sense.
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