automatic status onHold
I don't know if this option is already available: Is it possible to set the status onHold everytime that I answer to a request and also in every discussion under the ticket? And when a user answer back to me automatically the request will be update to Open status? So I can stop the SLA whe I'm waiting some info from the user Thanks regards
Alert(or Notify) technician by e-mail when there is a new reply from the requester.(Task Notification)
Dear Team, We urgently need this functionality on task notification. to alert the task owners when there's a reply from the client on the ticket. As of this moment the only way for the task owners to know that there's a reply from client is to check all ticket individually. On our current situation single tickets contains multiple task with different owner. and only the ticket owner is notify when there is a reply from the client. However the reply is related to the task owner and not to the ticket
Send email as a Ticket
Hi All, for example: On Service Desk Plus, email support is abc@support.com . Case 1: user send an email under To abc@support.com , on the SDP have a ticket , That's right . Case 2 : user send an email under Cc or Bcc or Forward abc@support.com , on the SDP have a ticket , That's right. I wanna the SDP don't convert to ticket for the user send emails under Cc , Bcc ,Forward can I config for it on SDP ? Thanks
Active Directory authentication not working
Hi, Requesters or Technicians cannot login using AD credentials. I am able to scan AD for Requesters and Computers. I then go to a Requester to change them to a Technician I have ticked the 'Enable Active Directory Authentication' I have seen a few other articles explaining the same issue, but no resolutions are posted. Help
PO - Receive item when making the po - OR a special invoice function
Would like the ability to receive the item (like a qty received field) while filling out the purchase order to bypass the "Receive" part of the workflow. Sometimes I receive invoices that are for services (IE: hosting, consulting time, telephone billing, etc) that are not initially created as a purchase order. This would save a lot of time when using the purchase order function. Or create a special function for simple invoices like this (service based invoices)? I don't even have a purchase order
Data import mapping
Hi Does anyone have a link for a full explanation of all the CSV import routines? I can find some info in the admin guide for Requests but little else. I want to understand what each of the fields are in each of the import routines. Thanks
Technician / Requester Templates
Hello, Can I please ask, are you not able to set the description content / field selections to be different on the Requester template to what is selected on the Technician version? Surely this is the point of having the different versions? For example I want the Technician description to have technicial questions, and the Requester version to have more user friendly questions. I also want to set the default of the Mode field to be Phone for Technician and Web for Requester. However it does not hold
Performing Snap Polls in ServiceDesk Plus
This proved an interesting requirement for one client recently. They were in the process of commissioning their self-service portal in ServiceDesk Plus. At this stage a full-on user survey was judged to be too onerous but the help desk team wanted some means to assess overall user satisfaction via the self-service portal. On further discussion we judged that a simple snap poll would be sufficient to meet this requirement. How did we implement it? A little on-line investigation threw up a few suitable
Duplicate emails attached to a Request only when coming from external (Outlook)
Duplicate mails are created when you send a mail from Microsoft Outlook to the ServiceDesk Email address, using the patter [Request:###ID#] pattern in the subject. This behaviour does not occur in the first 4 or 5 minutos from the Start Fetching action. After that time, all mail you try to attach to a request appears duplicated under client conversation.
Replies
Hi, When user replies to an open request, SDP auto-inserts the text of the original request into the reply Description field. This is making user replies confusing as some will reply above the text and some will reply below it. The below is an example of what auto-populates the user's Description field when they click the "Reply" button... "Category : Training Description : Hi Maria, This is a test to resolve a user problem we're having. It's not you, I just need to "borrow" your account to
Category Search Function
Hi there, We have had a requests from our technicians if its possible to get a search like function for the category, subcategory and item. This is due to our ME SDP configuration having a lot of categories etc. Tt would save a lot of time in the technicians mind where they can use the "item" field much like a search option that the "Requester Name" uses, with the addition of something like e.g. *ItemName*>>*Subcategory*>>*Category* displaying as a drop down menu. Look forward to your reply, Willus
Unable to set fields with E-Mail Command option
I am sending plain text emails to ServiceDesk Plus (Ver 9.1) from my monitoring system and need to populated some of the fields in the ticket. I am not having any success. The monitoring system places @@@ in the email subject line The body of the email contains the 2 fields I want to set and the values formatted as shown in the examples @@field=value@@ When I recieve the assignment notification from ServiceDesk, I can see the delimited fields/values in the body of the email (see email below). The
Creating new requesters
Hi, Just wondering - when we receive an email from an email address that is not associated with a requester, it creates a new requester automatically (even if there is an Undeliverable response). Is it possible that we can still accept emails (and create new requests) from addresses not associated with requesters, but not create a new requester each time? Thanks, Daniel Comley
Request ID - 7307494
Hi Dears I make a request some times ago but no response from your support team recieved. my request ID is 7307494 So thanx
Notification from Servicedesk plus
.Hi all, I've sent an email support to servicedeskplus-support @manageengine.com and still have't got an automatic email back. That's so strange to me. Anyone has the same problem? Thanks.
Technician Email on Indecent reply and ServiceDesk
Hi All, Is it possible to have the From field in a the reply template automatically put the technician email address in and not the generic email account?
Impact of deleting requesters in manage engine
Gday All, We have been running SDP for 4 or so years and during this time there has been various domain migrations. We now have one production domain, we used to have 4 or 5. The net effect of this is that we have a lot of old records in 'requesters', which I want to delete. Out of approx. 9000 requestors, 2500 are current and valid, the rest are old rubbish records from previous domains. In the requesters sections I see that I can filter by domain, so it is not that hard for me to identify
PO has been approved
When using multi-step approval you get the option to have Person 1 OR Person 2 approve the PO. This is a great feature however I think there is a part missing. If Person 1 approves the PO there is no notification to Person 2 informing them that the PO was approved. Can this be added in that all approvers are informed when the PO has been approved?
Inactive sites appear in dashboard filter
Hi, Inactive sites appear in dashboard filter. This behavior is correct? Alvaro Translated by Google Translator
PO - If the person filling it out, is also the approver - Auto Approve
Automatically approve Purchase order if the person filling out the purchase order is the approver and Owner as Approver is checked.
Delete System / technician conversation
Can i delete a technician conversation??? Currently, i can just delete requester's conversation on requests. Is it possible? Thanks SDP 9.1.1.2 MSSQL
Security on an Incident template
Is there any way to configure security on an incident template so that only certain requesters have access to it?
Ticket Subscribe/Watch (Notify) Option
We currently have our notifications set to update the support group when a request is added to their group, and have disabled the notification to the group when a ticket is updated because the update notifications became far too overwhelming being as we can't specify what type of update to send the notification for. Our request is to enable technicians to be able to subscribe to a certain support group or specific ticket so they will receive the update notifications. For example most tickets that
Small Issue: Wrong Tooltip information of the delete button in a thread
(Post relevant to ServiceDesk Plus build 9117) Hello Only a small bug which leads to a confusion. To delete a message in a thread, the tooltip of the button says it will delete the request ;-) (see my attached document) Regards, Markus
Very slow when editing announcements
We're using SDP 9115 on Windows 2008 R2 and MySQL. When editing an announcement, it takes a good 30 seconds for the edit page to appear. When clicking on an announcement from the Home page, the announcement window popups up just fine. But, when you click the Edit button, it takes at least 30 seconds for the edit form/page to display. The change gets saved just fine, and saving it is quick. It's just very slow when initially editing it. Is anyone having this problem or anyone able to reproduce it?
Mail Fetching
I get this error with Mail Fetching. How to fix this issue? "Server started at : Fri Oct 09 11:20:32 EST 2009. Current time is : Fri Oct 09 11:50:33 EST 2009, which is less than 1 hour from server start time. Hence not checking mail checker for this time. "
Grouping Of Business Rules
It will be very helpful if we can have a feature to group a set of business rules created for the following benfits. creating the business rules one by one will flood the system and will be hard to manage and troubleshoot if conflict occurs. 1. Group the business rules for assigning of template. 2. Group the business rules that when receive from certain email address assign to technician. 3. Group the business rules for auto assigning of category/sub-category and item
capture the value of Requester field and append it to additional field.
Hi, Is it possible to capture the value of Requester Name & Job Title field and have it appended to another field? - Regards, Pramod
Sending Notification Failed
Hi, There is a problem that I have with Service Desk In Mail Server Settings all the required connection has been set and while I save it gives me the "Success: E-mail Settings save successfully.Connection check with the mail server successful". My mail server is working correctly and It seems that everything work fine But while I want to reply a request the error message "Sending Notification Failed" occurs. I really mixed up and I cannot find the reason of this problem Any Idea to solve this problem?
Reporting in Manage Engine
Hi Guys, I have a really weird one here, i am trying to run a weekly report against calls, all of the results are fine except from one field that is not populating the fields even though there filled in. It is a drop down field, not mandatory. Anyone know a reason why?
Convert task to a ticket
Hi, Often we find that the task with all the comments and requirement of subtask grows to big to be just a task and now warrants it's own ticket. We would like the ability to do that and use dependency feature between the original ticket and the new ticket (task converted to a ticket) automatically instead of creating a new one and trying to manually paste all details out of the task into a new ticket.
Migrating Server
Hi, We currently have a server running ServiceDesk Plus which we have 3 seperate groups/departments working on. We will be moving 2 of the 3 groups to a new server which will be running a different version of the ServiceDesk (Free version) What would be the best way? Need to consider that each Group takes their current data accross to the new server/ Free version along with all settings/ categories etc. The 1 remaining department/group will continue to operate on the ServiceDesk Plus. Any advise
Number of Technician
Good day All, I have question we are using the ServicesDesk Plus standard. When I want to add another Technician I have reach my limt and when going to the licenses shows as follows. But on the website tells me the following: Standard Edition: Help Desk Only (Free Forever - Unlimited Technicians/Tickets/Users) Please assist. Thank you! Regards Gerrit
Critical : Error while invoking backup
Can you help me? I received this Msg: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.lang.Exception: Unable to get the data from [ARC_ServiceReq_301] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:906) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:898)
About Hotfix
Dear Support, When published updates? ID: SD-57945 ID: SDF-39210
Get Free License Now Web Form
Hello, I recently installed the free version of servicedesk plus with 5 technicians license. In order to increase the number of technicians, I decided to fill the web form on your website to that effect. I receive a message saying my license has been generated and sent to my email, however a view log button appears with an error message saying I should contact the application owner and I never get the email with the generated license. Can someone please help? Thanks
Add software to PO
I'm trying to create a PO for new software. The software type is mandatory. Clicking on the icon to create new managed software only brings up a list of scanned software. How do you add a new software product?
I want to populate the Requester field - Site - based on the value of another field.
I am new to ServiceDeskPlus and am running into this issue. In my AD import, I don't have a field that would correspond to "Site", so I want to bring over the Location Code field from AD such as "AGH-1W". Then I want to say if Location Code is "AGH-1W", populate "Corporate" in the Site field for the Requester. Is this possible? If not, has anyone found a workaround for this? Thanks, Eileen
Service Desk SQL database growing out of control
Hi, We have service desk running on 9.1 Build 9118 with a SQL db running on another server. The database started on 20GB a couple of weeks ago, its now on 70GB. Java.exe process is using all the memory on the server where the service desk is installed. Any ideas? Thanks
Cant delete Task Type in SD+
Hello! I am unable to delete a task type. The system displays the message deleted successfully, but the task type remains in the list. Can anyone help me? Translated by Google Translator Alvaro
Next Page
