Any way to customize the menu's
we are looking at trying to simplify the menu to items that we need and leaving everything else out. Can we do this? Thanks
Merging Sites
I've started a new position and they use Manage Engine for support tickets. Over the years someone has created multiple sites in the system for one locations. They are all the same place but with slightly different spellings. Is it possible to merge these multiple sites into one? Regards' Marshall Varner
SD-59278
I was hoping to get some sort of update on this as it has been an issue since before April (Build 9030) and still hasn't been fixed. Would be nice to be able to add our IP Phones to ServiceDesk but we still are unable to do this. An update or fix would be nice.
Custom graph to show number of NOT closed or resolved requests in a technician over a week
Hello, I would like to create a line graph report that shows the number of requests that are not closed or resolved, for a range of technicians, broken down each day for a week. i.e; Three technicians, A, B and C Monday: A: 5 B: 2 C: 7 Tuesday: A: 3 B: 4 C: 9 Wednesday: A:0 B: 9 C: 2 etc I would like this to be displayed in a line graph, but I can't seem to work out how to correctly create this. Is this possible, or must I export the data into another application to create this? Thanks, -Ewan
Notification email returns wrong information
When a user replies to the email generated when creating a new request (Acknowledge requester by e-mail when a new request is received) I have configured for them to receive a reply email (Acknowledge sender by e-mail on receipt of the email reply). The email template for "Acknowledge sender by e-mail on receipt of the email reply" looks like this: This is a confirmation that your request $Title with ID #$RequestId has been updated with your recent reply. The status of your request can be tracked
Show all their Site requests for all requesters
Hello is it possible open access to view all requests for all requesters? I know what this can be done individually for each requester ______________________ "Requester allowed to view: Show all their Site requests" ______________________ and how to do it for all requesters? Thanks
Technicians log in as requesters
Hi All, We currently have an installation of ServiceDesk Plus. In which we have SingleSign on enabled with a single public domain. Since we upgraded to 9108 we have had an issue that some of our Technicians get logged into as a requester. If you see bellow the same user logged into two different machines has different access levels. On one of the PC's I get the Requester home page On the other one I get the technician home page. The accounts with these issues are full SSDP Admins and have full admin
Tickets replyed
Hi, Every time a client replies to any email sent by manageengine, the reply opens a new ticket, instead of getting into the conversation of the already existing ticket. We are in Mexico, so every time someone replies to any email, the subject changes and starts with a "RE : ". How can i configure manageengine to recognize a mail being replied and get the information into the existing ticket??? BR
Checklist
Hello: We currently use Spiceworks and I am testing out the Standard version of Service Desk Plus. Spiceworks had a checklist feature that we used for discharged or new employees. The tasks in SDP are too complicated and I was hoping for simple method of checking off a list such as account created, mailbox created, erp access, etc. Any ideas Thanks Wil
I can't save my newly made template.
Hi i had an error when saving my template. It says i "You have remove the fields" how do i fix this?Please help.
Has requester acknowledged the resolution?
Hi Dears Is there any way to ask requester is he/she accept the resolution? for example after closing request the question asked him is he/she accept it? right now just technicians check that he/she accept it or no but i want that requester accept it.and its better to requester give mark to technicians responsibility. Best Regards
Rest API Add new request with login requester
what add new request with login requester? { "operation": { "details": { "requester": "Shawn Adams", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Unable to browse", "priority": "High", "site": "New York", "group": "Network", "technician": "Howard Stern", "level": "Tier 3", "status": "open", "service": "Email"
How to expand "Milestone" body detail?
Hello all, Can anyone help with this? I have the following issue: I have created a proyect and a milestone for it. However the body of the comment is very narrow. Is there a way to expand it, so, I can insert a big picture in it and share with other participants? Attaching a pic. Thank a lot!!!!
Ability to exporter change calendar
Ability to exporter change calendar googel calendarr or sharepoin calendar
org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking
Hi, Yesterday I got an error in SDP+ and the application got stuck. I only found out this morning as It happened after working hours. I restarted the server this morning and everything went back to normal. We are version 9016, MS SQL server on the same server. Windows 2008 R2 - SQL2008 R2 Here is the message in SDP+ log file: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException:
Editing Pick List field after creation
Hello All, If we create a new incident field and choose 'pick list' as the type, we can add values, however once it's been placed on the form, there doesn't seem to be a way to modify the list. Is there a db table that we can update, or do we need to create a new control each time if the pick list values change? Thanks.
Trouble Importing Active Directory Users
I am having trouble using the AD import function in the ServiceDesk. Basically, when choosing the "Import" link, it does not show all of the OU's. In this example, I have an "ASG" OU, which contains an OU for each branch, then within each branch OU I have an OU for each department. In the Service Desk, I can only see the root OU. I can't drill down to see all the OU's listed under the root. I have pasted a screenshot of our Active Directory, showing the OU structure as well as what I see in the ServiceDesk
Migrate work task associated with a request for servicedesk plus MSP to ServiceDesk Plus
Hi, I have some questions about data migration between ServiceDesk Plus MSP and ServiceDesk Plus. Is there any way to migrate work task associated with a request? My servicedesk plus msp license expires in December and I saw that the ServiceDesk plus is more suited to the needs of the company but we don't want to lose the information requests that are already created. My DB is MsSql ServiceDesk plus MSP 8.3 builder 3909 ServiceDesk plus 9.1 builder 9108 Thank you!
Missing Field in Field & Form Rules
I'm missing some fields in the rules, like Description and Resolution. Is the a way to set those field?
Where has the work log tab gone?
Have just applied the build 9108 and the work log tab has vanished? We can add work logs to tickets and see that it has been done in the history of the ticket but without a work log tab, are unable to view what work was done?
Send Email Upon Submit
I have a request that is forwarded on to a 3rd-party vendor. Is it possible to have the request emailed (Subject and description) upon submit?
parameters in the survey
Hello, for easy identification, we would like to include in the e-mail satisfaction survey, the Id, technical and ticket subject. Is it possible?
vendor contact person
Only one contact person per vendor can be defined. Am I right?
How is Time Elapsed Calculated?
We're just started to us the Time Elapsed Field. Based on what I'm seeing it calculates time elapsed as number of working days in hours. In summary if a ticket was opened on Monday at 0800 and Resolved the following Monday at 0800 the report using Time Elapsed would ready 40:00:00. Is this assumption correct?
Migrate Database
I want to migrate ServiceDesk from windows to linux. can we use database on windows platform to linux O/S...? Is there a tool or way to do this without re-entering all data again?
Requester can mark Like / Unlike over a solution article
Hi, Noticed in the road map that under the Yet to Start section you have the below feature: Requester can mark Like / Unlike over a solution article Can I please make an additional suggestion if it hasn't already been considered, can the Unlike be linked to an Incident Template so that the Requester can log a support call off the back of a solution that hasn't worked for them?
Auto suggest MERGE for cases with a similar Subject Line !!!
I have a common problem where duplicate cases are created, because technicians do NOT merge cases together. This could be avoided very easily if Service Desk was able to suggest a MERGE by scanning the email subject lines. What I propose, is that Service Desk scans the past XXX cases or XX days of cases, for the same subject line and makes a suggestion dialog box for the technician to MERGE any similar cases it finds. eg. You see a case titled "RE: fix my computer", this reply came to Service Desk
SDP - Email Signatures
So I've seen the $EmailSignature variable on replies. I am wondering, where do I configure this variable so that notifications have said Signature?
ServiceDesk not updateing sender email address?
Hi, During setup we used a test email address of Servicedesk@xyz.com. Now that we are about to go live I've changed the address (under mail server settings) to helpdesk@xyz.com but sender address seems stuck at servicedesk@xyz.com. I've restarted the server, clicked save a thousand times but it won't change. Any suggestions would be greatly appreciated.
Error when approving
When you are using the purchasing module and you have 2 stages of approvals: Both set of approvers get notified that they have a purchase to approve. However, if Stage 2 approver tries to click Take action, they get a bad link that they can not approve. It is not until Stage 1 approves, that the Stage 2 can approve. It should operate like the following: Stage 2 should not see the option to take action until Stage 1 has approved it. It should be hidden from view or not show up until Stage 1 approves.
Install/uninstall software
Dear, When i use the install/uninstall in a ticket to install software, the status stays in draft. version Manageeingine 9.1 Build 9107 Version desktop central Build No:91058 Please advise Kind regards Tim Verduyn
Report Fields Available for Columns - BUT NOT for Grouping!
Why are there fields available to put on a report that don't show up in the Group By list. I've logged support requests and have never received an answer?
When changing a support group falls error
How do you get emails (like in Outlook) into a request?
There are lots of times I want to easily put an email (like from Outlook) into a ticket. These are typically emails between our support vendors when troubleshooting an issue, so they're not the requester. For example, one of our computers that's under warranty had an issue. I called Dell to open a ticket with them. They've sent me 2 emails about my ticket and dispatch information. I would like to easily import this into the ticket. Typically, I just copy/paste the contents of the email and put it
always gets an error while changing "Helpdesk - Notification Rules"
Hi forum members, When i'm trying to change any settings in "Helpdesk - Notification Rules" i always gets the following error: "Please choose technicians to notify during new request creation" Which field cause this error? What can i do to bypass this issue? Regards, Guy.
Customize report layout
Hi, I need to change report layout. The main color of our organization is green. I need to change the default lines and text in blue color to green color. Can you help me? Thanks SDP 9.1 MSSQL
Assign site based on sender's email via business rule
I know that this one has been raised before - but it's pretty important to us so I thought I'd raise it again. We've just stated using SDP - our users are submitting jobs via email only at the moment. In the near future we're going to be accepting requests from multiple sites and would like to be able to automatically assign requests to sites based on the sender's email address via a business rule. Similar requests seem to refer to SDF-38997 and many of these are over a year old. I've just patched
Notification Rule to email creator tech when assigned tech closes ticket
Often I create tickets and have to assign the ticket to a different tech for resolution. Ultimately, I'm interested in when the assigned tech closes or resolves the issue. Is there a way to build a notification rule to email the created by tech when an technician that closes the ticket is different than the created by tech?
Customize EMail (Resolve/Resoultion)
Hi, when I resolve a request via Tab "Resolution" in request-details the system automatically sends an email to the requester. This email is split into 2 parts: - 1st: The original request - 2nd: My resulution. Can I customize that mail. I want to swap the two parts, (1st my resoulution then 2nd the request) Greetings Michael
Is it necessary to install a database for service desk working correctly?
Is it necessary to install a database for service desk working correctly?
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