Project Manager
I need to associate more then 1 Change to a Project, but can't find a way to do this. May you help me with this? Regards Reidun
Dashboard Tab for Non-Admin Users
Is it possible to create a custom user account (non-admin) and provide them with ability to view the Dashboard? I have specific users that I want to restrict from all other Admin functionality, but I want them to be able to use the Dashboard. Please let me know if this is possible or if there are any suggestions on a work around to this problem. Thank you, El
Calendar Sync API
Hi, One curios question regarding development of the API. Is it possible to query the API for Task and other information so i can sync to a calendar in Outlook ? If not is this something that will be on your road map in the near future ? Best regards, Valdi Hafdal URL : http://www.vlink.is [V-Support Outlook add-in for SCP] : http://www.vlink.is/scp [V-Technician Outlook add-in for SDP] http://www.vlink.is/sdp
T-SQL - Select and change
Hi All, We are running service desk plus 8.1.0 Build 8101 on SQL 2005 I need to create a query that does the following... Select all tickets that have a status of either "resolved" or "closed" and have a group name of "group name", then alter the group name to be "different group name". I am not sure which tables I should query for the data, please can somebody help? Many Thanks G
can't delete resolution no matter what the request's status is
I did a test: Guest submit a request Administrator open the request details (status stays open) click Edit button, put some text on Resolution section and click Update request button confirm that the text is visible under Resolution tab click Edit button, delete all text under Resolution section and click Update request button the previously entered text is still visible under Resolution tab under Resolution tab, click Edit icon delete all text and click Save button a pop-up box appears with this
Issue with editing ticket by two technicians at the same time
Hello, We are faced with the issue, then two technicians are able to edit and assign the same request at the same time. Here is the scenarion of the problem. Larry has his Unassigned ticket view up. Larry clicks a ticket for “Judy”, then assigns it to himself. He then begins to reach out to the requestor. A few minutes earlier, Dawn had her unassigned ticket queue up and clicked on the ticket for “Judy” and begins updating the ticket with Request Type, Category and Subcategory. She gets a phone
Is there a way for a task update to notify a PROJECT owner?
currently, it looks like if I want that, it has to be a milestone? OR is that what this is supposed to do? Associated Entity Notifications (Requests, Problems, Change, Project, Milestones) E-mail the associated entity owner when a task is closed
Login with same name already exists
I've added a technician and deleted it. Now I want to re-create the same technician. I can add all the details but not the login details. It's giving me the error above. This login isn also not found in requestors list. Where to find the login details and remove it? or How to resolve this issue? Please help
Error HTTP Status 500
At the time of updating the status of an application in the servicedesk, throws me this error. HTTP Status 500 Error message description: The server encountered an internal error () That it prevented us from fulfing this Request
How to setup a primary and secondary server in service desk plus? is it possible?
I am currently testing service desk plus and I would like to know if we can run it in two different servers which will serve as primary and backup. if yes, how is it done?
Does SDP resend notification email to technician after restart mail fetching
Dear Support Team, I've set up SDP to send notification email to technician group when a new request ticket is logged, but there is some problem with the mail fetching the it stopped so I restart fetching the the notification is not re-send. I'd like to know that can it re-send the notification email after restart fetching? If so, how can I configure it? Best Regards,
Request your support for how to solve this error because when updating the status of an application in the servicedesk
Request your support for how to solve this error because when updating the status of an application in the servicedesk, throws me this error. How I can solve it thanks
Is it possible to automatically assign technician based on Subcategories?
I know it works for top level categories, but we would like more granular control of the assignments for program specialists. Example of category hierarchy: -Applications- unassigned -SAP- Specialist 1 -Kronos - Specialist 2 -Sales - Specialist 3 -Hardware- Tech 1 -Phone- -Laptops -Desktops -Network- Tech 2 -Internet -Intranet The load balance or free tech auto assign are useless to us as it is more important to have the more qualified tech to get the
64 bit?
What are a few advantages of upgrading to the 64 bit version of service desk?
Can use another account instead of 'sa' ?
Dear Support Team, Can I change the MS SQL account from sa to another account while change the database. I've got the concern from my customer that the 'sa' account is not secure enough and break their IT security policy. I've try to changer to another account let's say 'servicedesk' but after I restart the server the servicedesk plus service is starting for a while and not response (as in the attachment) Regards,
Change Requests by Asset....
Is there any way to view all changes related to a specific asset? It seems like we are tagging assets in change tickets, but there's no good way to get a quick view/list of change tickets related to a specific asset. There has to be something we are missing? The bottom line of change tickets is being able to review all the changes for a specific system/asset in a way that aids troubleshooting and research. I do not see a way to easily get this.....maybe a report?
how to remove a menu
Hello dear ManageEngine community I need to remove some of ServiceDesk plus features like Purchase, I need to remove it from top menu on the header. is there anyway I can do that? Best Regards
Resigned technician showing up in technician list
Hello, I had added a technician a few months back, deleted that technician and later had to re-add that same user to become a technician. The technician shows up twice on the "Assign" list and is not getting all of the assigned tickets as it maybe going to the resigned userid. I have run select au.first_name"Technician",hc.technicianid"Technician ID",sd.status"Status" from helpdeskcrew hc left join aaauser au on au.user_id=hc.technicianid left join sduser sd on sd.userid=au.user_id; and it
Helpdesk Configuration Issues
Good Day Friends, we are using Service Desk Plus 8.1.0 Build 8127 and seeing a major issue that is affecting our regular day to day operations. This is currently the process: 1. User logs a ticket 2. notification goes to the group of technicians assigned to deal with that category 3. a Technician assigns the ticket to himself and this does not offsets the "Pickup Time" 4. the user is sent an email from helpdesk stating who is the technician assigned and when to expect their to be resolved by (based
On-hold notification
Hi, Is there any function to send notification to technical when they change status to on-hold in a certain of time?
Service Desk Plus App
I want to test the App but how is this setup? I need detailed information about how it access my service desk plus environment and how is the data protected through communication. What ports need to be open? Does anyone know where to find this information?
Custom Variables
Hi Is it possible to create custom variables in ME Service Desk? For the Business Rules email template, I would like to add the status field and the work log entries, so they are sent when a business rule is activated and an email sent. Sam
Incident Template
I just installed ServiceDesk Plus, and am configuring. I wish to modify the default incident template to include the "Due By Date" which is already in the database. However it does not appear in the Drag-and-drop section to the left of the canvas. How can I add this field to the template? Thanks.
Role problem vs tasks
Hello, We are experiencing a little problem since update to version 8203. We have custom roles created for our support groups. Previously we had it configured that some support groups working with tasks werent able to see all request in the "Technician Allowed to view" and were only able to see the requests that were assigned to group or to him directly, and they were able to work properly with tasks and worklogs. After updating from version 8125 to version 8203 technicians with this role are
Manage Engine Service Desk Plus on iOS device
I installed SD+ and SD+MSP on iPhone, but failed to login. Can someone tell me what's the correct settings for iPhone? Thanks.
MS SQL Query to Change Site on Change Tickets
Hello, I am looking for a MS SQL query to view/change the Site associated with Change tickets. I'd like to be able to change them in bulk. I found this https://forums.manageengine.com/topic/clearing-out-junk-sites-and-departments which seems to work in the Requests module, but does not affect anything in the Change module. Any help is greatly appreciated. Thanks!
Additional field DATE type value cannot be deleted
I created a Incident additional field with type DATE. Once I enter a value, I cannot delete the value - I can only change the date.
SLA violation email notifications to the assigned technician
Hi team, I know you can configure escalation levels to warn particular people when SLAs are due to expire or after they have however is it possible for ManageEngine to email the assigned technician to remind them the SLA is due to expire? Amy
disable Request Closure Details
hi have can i disable the "Request Closure Details" i dont use it and i dont want to see it in the detail of problem have can i do that ?
Log incident/request against CI item
Hi team, I'm struggling to see how useful the CMDB module is in ManageEngine aside from having a list of CIs to piece together an environment. Can CI items not be added to incidents and service requests if jobs are raised that affect them? We're using: Your Version : 8.2.0 Build 8202 Amy
Mail server settings for request creation through Email
Hi, We want to enable the service request through email feature. Please provide me the step by step configuration guide for configuring this. Is there any specific format in which user needs to send the email ??. We want all the emails coming to a particular mail ID to be converted to a a request in service desk. Regards Jobin Jose
Remote connect via agent
Is there a way to keep the remote connect software through the agent from putting a shortcut on the desktop of the client computer? We would like to minimize the footprint the end user sees to keep from having them clicking on it or trying to uninstall it.
Java Update
Any plans to update/patch the Java version shipped with SDP? The version we are using is 6 years old! [quote]As of February 2007 the latest version of Java from Sun was 1.5.0_11.[/quote] With all of the attention that Java is getting, it seems to be a vulnerability waiting to happen.
Desktop Central + Service Desk Plus 8.2 remote removal of programs
Is it necessary to have both the service desk plus agent and desktop central agent installed on client machines in order to use the features of desktop central such as remotely removing software?
Site as Criteria in Business Rules
Hi, I need to set Technician (or Group) for a Request automatically based on eather "Requester Site" or "Region". Also Additional Fields imported from Active Directory would be OK. How can I do this with Business Rules in SDP 8.2? Note! Department is not an option. Regards lakend
SDP License Management: Downgrade right
Hi All, when building the Software balance it would be good to be able to enter also the downgrade relations. E.g. I have Windows Server 2012 Licenses, but since I have not upgraded them, the 2008R2 servers are still under license, since I have (in Volume Contract) the right to downgrade. Similar to the minor version joining, it would be good to be able build a downgrade relationship and to assign downgraded licenses. Thanks and kind regards Thomas
Bulk closure of Incident Requests
Hi, We have in excess of 5,000 incident requests that are sitting in a 'Resolved' status as opposed to being closed. Has there been any development since the below forum post with being able to close requests on bulk either with or without notifying the requester? Can associated tasks also be closed? https://forums.manageengine.com/topic/closing-multiple-requests-without-notification Thank you.
Project Management member permission override
when adding a new project I have added all the users as 'team members', I can now not edit the project or even delete it, I am an admin user? Thanks James
Limit No. of Calls Open per Technician
Is there a way to limit the number of calls a technician can have open? For instance, if they reached this limit, they would have to close calls in order to be able to pickup new ones?
Question about TimeSpent
Hi Everybody We are trying to use TimeSpent part in Requests for our Helpdesk Support Team. They must trace everything they do in each call, with the time spent for each action. Is there a view where each employee can see his own timespent, day after day, and without running a report ? (we don't want to give them access to the report section) Thanks by advance Regards Michaël
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