Technician Utilization across Projects, Incidents and Changes
Hello, I would like to know how to create a report that would show the utilization, or at least the worklogs reported for a day and week. I'm looking for details covered all time entered into SDP regardless of what module this information was captured in. thanks, Greg.
Assign to self option for request template
It would be nice if when creating a template the technician could be set to 'self'. This way multiple technicians could use the same template to create a request and by default it would assign the request to the creator. This is useful in the case where requester is calling into a help desk and the individual who answers the call takes ownership of the incident. I've seen similar requests made in the forums but not worded in this way. The option of a business rule does not work at this time because
ServiceDesk Plus 9040 Released
Dear Users, SDP 9040 has been released and can be downloaded from the URL below , https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9040 SDF-57601 : Option to configure Multiple mail Ids for requester SDF-59095 : Conversation(s) Yet To Respond Count will be shown to technicians in Request List View. SDF-59094 : Incident additional fields limit has been increased from 48 fields to 90 fields. Known Issue : Unable to export incident additional fields
how disable portal usage from menu start
Hy everyone, its possible i disable portal usage from menu, or at least translate that?
Word Wrap in Notes Not Working
Our technicians have noticed that word wrapping is not working in the request description field and the discussion notes field. It happens in all browsers. We're running Build 9040.
SQL Browser Service
Is this service required to be running?
Email Notifications Translate
We are using the servicedesk plus 9040 Standard Edition version, the problem we are having is that email notifications are in English, and want you to send in Spanish, then, we must manually translate all templates? Regards Enzo FVSA Argentina.
Incident template and API
We've create some incident templates, and run into a problem. We need to write down part number, and create a custom field named "part #" in template. How can we fill in "part #" field with API and UpdateRequest?
Auto Close an incident after the apporver has "denied" the request
I am trying to figure out how to Auto Close and incident/ticket, if the Approver has "denied" the request Doe anyone know how to do this?
set surveys based on groups
It would be great if surveys could be configured based on groups. We have multiple groups in the organization using Service Desk Plus and we'd like to use the survey feature. However, each group has different needs and some wouldn't even need surveys sent out. Right now I can only turn surveys on or off and they apply to the entire organization. I know I can set them to only be sent to ever certain number of requests or requests per person. Being able to set them based on group would be much more
Auto Close without email to requester
Hey everyone! I work for a smaller company with several small spread out locations, and my boss and I are looking to fully implement service desk plus here in the near future. Initially we don't plan on sending out surveys or emails to users asking them to finalize and close the tickets once we put it in the resolved state. We have found the settings to not email or survey the users when we finalize or close a ticket as well as the setting to auto close tickets set to resolved after X amount of days.
New Incident - standard usage
How do people typically log a standard support ticket when taking a phone call? I'm not used to the workflow in SDP (but I'm getting there), however I want to use it to the fullest. I've really come to appreciate its rich feature set. Here's my scenario: I oversee a number of service desks. We take requests in a call center, and we don't have a front-line dispatch, so technicians will start working an incident right when it comes in. Do you complete a new request, filling in as much as you
Managing cell phones, air cards and SIM cards
I'm looking to come up with a good way to managing our army of air cards and cell phones. They're mostly AT&T which have a SIM and a device whereas the Sprint and Verizon devices have no SIM. I was thinking of making an asset for SIM's and making fields for the phone and SIM # in it. Then I could create an asset for the phone or air card and somehow associating a SIM with a device. Is this a possibility? How are you guys handling this?
default Templates and requestors using the workflow functionality
Hi Guys, I am trialing your product and thought I would suggest an improvement in relation to templates and requestors. In a larger organization, it is quite probably that many new user templates are required to cater for variations across an organization i.e. to cater for different teams being members of different groups. Arguably you could have a template for each job role in an organization. A problem I have is, is if I log on as a manager, lets say for the finance department, by default when
Uknown username and password
Hi, I have fresh installation of service desk for some testing purpose, everything was installed fine and there were no problems until I turned on Active Directory authentication, my logon credentials work for like 5 minutes, then when I try to log back in and I get the error "unknown user and password" , what could be the problem? Kind regards, Nikola
exporting reports
Hello! I have a problem with export of my reports - error after export to excel button or any other format. details bellow. please advice how to resolve it. Message Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: Error writing to file writer : ManageEngine Report Framework at net.sf.jasperreports.engine.export.JRAbstractCsvExporter.exportReport(JRAbstractCsvExporter.java:215)
Required fields in requests
Hi, I am trying to make the 'site' field a required field however I do not have the option to do this when I go into admin to make the changes, I can do this for all other fields bar the most important one. Is there a way to make this a required field? I also cannot remove this from the template We are using Manage Engine Service desk plus, version 9.0 build 9038 Thanks,
Incident Templates Changing Resolution after 9040 Upgrade
Hi, We upgraded from 9022 to 9040 yesterday, and we have found an issue, where if an Incident Template is used on an existing request (or manually adding a new request) it's adding a "blank resolution" to the request. This didn't do this before the version upgrade. This is allowing tech's to close the requests without putting in a proper resolution. I've been through all the templates, and all the resolution fields are empty, no spaces etc. I've also re saved all the indicant templates too. I created
Need to have site-specific support groups that mean that pick list of technicians is appropriate
We need (and cannot be the only ones) to be able to define tasks for different groups that are site-specific. Currently the only groups available for a helpdesk task template are from the default site list and not from additionally create site-specific groups. Since we cannot nest groups, this is impossible.
Purchase module - Multiple Companies and brands
Hi there I would like to request the following feature. My IT department is responsible to source and order IT equipment and software for all the companies in our group. The issue is that we have multiple brands and the PO's have to reflect the specific brand details as every Company has in the group have their own tax registration numbers, logos and registered address. The ordering process remains exactly the same. The request is to have the following: - A place to load the sub company's details
how to delete all log files
SDP build 80210 Log files have grown quite large (over 1.5 million entries) When I select the "delete all" button in the system log viewer in the support tab I get an error part of which is below. How can I delete the log files? HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Error during query: Unexpected Exception: java.lang.ArrayIndexOutOfBoundsException
Add New Announcement - Can't Type in Box
We just upgraded to build 9040 and one of our technicians noticed that they can't type in the "Announcement Content" box when creating a new announcement (from the "Home" tab). It will work, however, if you click on the "plain text" option. If you type in a title, then press Tab to go to the text box, it does appear to let you type but the new text is being inserted after the menu bar instead of below it. Using Firefox 31.6.0 ESR.
Hotfix
Hi Dear Support, SD-57945 SDF-39210 which is published in the past?
Purchase Order - Order Number
I would like a place to store the Order Number, We could do this as a UDF, but there maybe multiple order numbers per purchase order, and would be good to track that through. Then when the Invoice comes in, we should be able to tie that back to the order number (I have many vendors who invoice on each "order", so I get multiple invoices / order). Also when adding invoices, there should be an "Invoice Amount" again, as we can have multiple invoices/order.
how i configure users in the app?
eu tentei e apenas consegui fazer api generate for technicans
9030 hotfix released..
Hotfix over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9030 SDF-38321,SDF-57551 : Request Extended History : Option to display the time spent details by Group, Technician and Status for the request. SDF-55865, SDF-57588, SDF-23080, SDF-28559, SDF-29740, SDF-40330 : Request : Automatic suggestion of Solutions and Announcements to requesters while creating new Incident Requests through the self-service
How to restoreData by console
Hello. I try to install SDP on CentOS6.3. I would like to migration SDP backUpData on windows to CentOS. Cloud you please how to restoreData by console. I can't use X11. Regards. Mitsutoshi Kushida.
delete sla
Hi can i delete not active sla?
Migrating ServiceDesk to a new server old one uses MySQl and new install there is no mysql option
Thanks in advance, we are migration to a new server. We are on version 9 build 9000 the database is MySQL. On the new server the installer doesn't have MySql as a choice. It has only postgresql and MSSQL. In this scenario how do I migrate to the new server? I found this topic helpful https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server Also I could not find an installer for version 9 build 9000 so that i can install that on the new server and patch it to the latest version.
Unable to enumerate OUs
[12:17:39:019]|[04-10-2015]|[com.adventnet.servicedesk.asset.util.WorkStationDiscoverUtil]|[INFO]|[26]|: Log message from WMI task : dcname.domain.suffix - LDAP Search : Root Path Failure. (0x8007052e)| [12:17:39:019]|[04-10-2015]|[com.adventnet.servicedesk.asset.util.WorkStationDiscoverUtil]|[INFO]|[26]|: Log message from WMI task : dcname.domain.suffix - Computer List : LDAP Enumeration Failure. (0x8007052e)| [12:17:39:019]|[04-10-2015]|[SYSOUT]|[INFO]|[26]|: com.adventnet.servicedesk.ServiceDeskException|
Attach Packing List to PO
While we can do this on the actual PO itself, it would be nice to have this separate feature as part of the Receive items. Also there should be a way I could delegate this permission (receive items and attaching the document) without giving tech's full access to the purchase order.
Need a way to run a report that shows time a ticket was with a specific group.
Need a way to run a report that shows time a ticket was with a specific group. My build is: 9.0 Build 9039 So they way our team works is that Tier 1 gets the initial request and then they may escalate to Tier 2, then it may go a step further and get escalated to tier 3. I would like a report that shows how long tickets were in each stage. I know it tracks it in the history of an individual ticket, but I can't seem to run a report that would show me this information in an aggregate way for all tickets.
Trash not emptying
Hello, I'm not getting empty the trash. Or by schedule or manually. I am also the problem below https://forums.manageengine.com/topic/merge-request-error-2-4-2015
Attachements and trimmed backups
Tonight we are transitioning to a new server for Servicedesk. To save time, I was wondering if I can perform a trimmed backup and restore, then manually copy the attachments directory to the new server after the restore is done? What happens with Archived requests? Also, how does Alias work? If I have the old server named Helpdesk and the new server called support desk, do I just add the name of the old server to redirect clients? What happens if the old physical server is still running, but
Exporting Solutions
Will it be possible to export all solutions from our Service desk into a xls document?
Automatically include technician name in Reply or Forward
Is there a way to automatically include the Technicians name when either replying to or forwarding requests from within ServiceDesk?
Customize TopStrip Menu
Dear, I would like to customize this menu (just under the tab panel): I'd like to add a simple link next to AD Self Service for example. Is it doable easily? Thanks a lot for your help.
Adding Reminders - Not for Technicians but for users
Hi there, Is it possible to somehow email a user automatically from Service Desk Plus to remind them of something? - for example when it's time to bring a loaned notebook back to the Servicedesk? Adding reminders is a great little feature but being able to email the users directly would be one step better. Thanks G
Need to create a techinician report
I am needing to create a report that would show Total Number of technicians, total tickets resolved/closed by technician, type of request, and average time to resolution. I am running SD 9.0 Build 9036.. Can you point me in the right direction?
Upgrading ServiceDesk plus from 8.2 to 9 Fails
Dear Support, I installed Version 8.2 and restored old data from a backup with same build, all went fine. But when I try to apply a service pack to update to Version 9, it fails. - I updated service packs with sequence ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_12_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_17_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_36_0.ppm - The Database build on MySQL - I can move to MSSQL or anything
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