Update Additional Fields Directly through SQL
Is it possible to update directly via SQL (or some other means) a pick list on an additional field? I have a database with entries for certain products, I would like to query that and have that as the "pick list" (we would obviously have to write the sql to move the data).
Number of views in Requests and its customization
Gents, can you please add an ability to change a list of views for requests ? At the moment there a lot of useless views. You need to spend some time to scroll this long list to choose the correct one. Would be nice if user can create a personal favorite list of views, which will exist at the top of the view list.
Service Desk Plus free questions
Good day, I am a customer of Manageengine that uses ADmanager and other products We are thinking of installing Service Desk Plus Free edition to handle a small amount of tickets that will be handled by less than 25 technicians. I saw that the limitations were lifted on the web site on the amount of technicians that can use the system. However I found documentation that says five users. Which one is it? Also I want to try the change management feature and it says add on. How do I add on? Thanks
Purchase Module GL Codes and Cost Centers
In the purchasing module I would like it to display the NAMES of the Cost Centers and GL Codes along side the numbers in the drop down list when creating a PO. It can be confusing to select a GL Number without a reference to what it refers to. We end up having to refer back and forth to figure out which GL Number is the correct what to choose. If the drop down list included the name of the GL code or cost center then it would be much easier
Survey Schedule
Two features I could see in the survey schedule: 1) Send survey every X requests closed by technician 2) Manually create surveys to users (as an admin, I may want to target specific surveys to ensure the same requester doesn't always receive a survey).
Notes Email Requester
There should be an option in the notes on a request to "Email this note to the requester". Sometimes we want to let the requester know of the note as well (so they know we are still working on the issue/request) without having to take the extra step and send it again in a reply (thus duplicating process).
REST API and Custom Fields with Spaces
We have Manage Engine Service Desk 9.0 build 9009. Using the RestAPI, we are able to successfully create incidents and populate various fields in the service desk ticket. There are two custom fields that were created, but we are unable to set the fields on the XML post. The names of the two fields are Client Name Billable to Client These fields have spaces in them and we don't know what XML element name to set in order to populate them on a post to ADD_REQUEST. We changed the name of Client Name
HTTP 400 bad request
Dear Sir, when i change the database to MSSQL I go this message �HTTP 400 bad request� if I change the database beck to MYSQL it works fine need to know why this problem appeared when changing to MSSQL :?:
Enforce Asset Discovery without overwrite
I have a set of assembled computers (non OEM) over AD. I configured agent, network and AD scans, however, each time, some computers are overwritten because most of computers I have are assembled with no service tag or ID. How can I overcome this and successfully input all possible computers without overwriting existing ones? Another inquiry goes for network printers, how can I move a scanned asset from Workstation to printers category?
New Technician seeing end user portal instead of Technician portal
Hi all, Our IT deparment expanded and we added two new technicians. After installing the new license I am able to add the two new technicians. The issue is the new technicians are seeing the end user portal and not the screens that our other technicians are seeing. I have set up the accounts the same way as our other technicians but still they are seeing the end user portal.
LDAP or Active directory authentication what difference ?
which authentication i have to use ?? whats difference ?
Project and Change association
Is there any way of getting any incident that is associated to a project or problem or change request to stop the timer automatically when associated ?
Require first response before closing?
We recently started to measure first response SLA's by using Zoho Reports. It's great, but things are thrown off if a ticket does not have a first response. I know this can be solved by a tech either responding or checking the "first response" box in a work log, but is there any way to require/enforce this? Or default the resolution time as the first response? Thank you for your help, -Mark
Request description and notes not wrapping
Whenever we have a lot of text in the request description and/or notes, the text does not wrap around the description area. Instead, the text is staying on a single line and creating a horizontal scroll bar. This is happening in both IE 11 and Chrome 41. We're using SDP 9040. I have attached a screenshot. Even though I have blurred out the text, you will notice there are plenty of spaces between words so it's not like I have a single word containing 500 characters and no spaces.
Conversations Sorting
The conversations really needs the option to be sorted in descending order and what would be really nice is to filter out "system" conversations. I want to just see conversations between the requester and the tech. Also the latest conversation should be expanded by default (since its the most recent reply to the requests)
Adding Technician to Support Group for Default Settings
I'm having an issue trying to add a tech to a Support Group for Default Settings. This has happen a few times recently. I am using version 8213, but also testing on version 9033. I've created a new Support Group for Default Settings i.e. available for all sites. I then edit the support group and can add a number of techs. Occasionally there will be one tech that will not be listed in available techs. I check the tech, and they will be associated to all sites. On the Support Group for Default Settings,
Feature Request: Desktop Notification
I suggest that we have some kind of desktop notification for machines that have an SDP agent installed. This should be triggered when an announcement is made on the ServiceDesk for urgent issues, like emails being down and therefore an email notification of the issue wouldn't be received. I know there is other software out there that can do this but it would be good to integrate it with the Announcements in SDP. For example:
Unable to delete resource from service request
I'm using SDP 9036. I'm trying to delete a resource from a service request template. But when I do, I get a message saying "Cannot delete. Assets in use." What does this mean and why am I not allowed to delete this section? Thanks.
Technician Scheduling
Hi, we have teams of 1st 2nd and 3rd level technicians and use the 'Round Robin' system to allocate requests. These requests go to 1st level techs only and we have added all other techs to the exclusion list for tech auto assignment. I was then hoping to use the Tech availability scheduler to stop requests going to 1st level techs when they are on leave by using the Back Up Technician assignment rules but this only seems to work for requests that fall due within the leave time-frame and don't work
Install help for free version
I keep running into this issue, while installing I select ms SQL, I then have the fields server, port, user name and password. I enter the name of our SQL server in the server field as \\server\sql instance, I then enter port 1433 in port and the username and password for the sql admin. The installation seems to go through fine, then I try and start the application and it gets hung on application running or starting or something like that . When I check the SQL databases I do not see the database
Viewing License Key on Workstation Software Screen
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). I added a new license and license key under Software Licenses and Allocated that license to the computer it belongs to. When I look the Software Details page under the workstation and look in the list for that piece of software, it shows that the software is managed but the license key does not show. I can manually add that key by clicking the Edit button next to the software
Adding additional AD fields to incident templates
Hi all, First of all apologies if this has been discussed before. I have looked and searched the forum and also Google but cannot seem to find what I am looking for (which is strange as I thought it would have been a more common question). We are configuring our Service Desk Plus environment as we want at the minute and I am currently building our Incident Templates. My question is: Is there a way to pull through additional AD values? Within the requester's details section we have the user's name,
Business Rule Actions "Set Request Mode as"
I would like to request the following action be included as a choice when creating a business rule: "Set Mode as" We have automatically generated emails that come in through a web form and it would be nice to change the request mode from Email to Web Form. Thank You. Nick
Constant Windows Security Propmts - SSO enabled and working
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Report to be shared with only 2 team members
Dears.. Could someone help me in finding out an option where in I can share 2 technicians report in our team with one particular technician from reports tab. Your quick response would be appreciated.
Create a known problem and link a solution or workaround
This request is for a feature to create a problem in Servicedesk Plus and be able to link an existing solution or workaround to the problem.
Innstalation problem
Hi During the update, I had a problem . I could not run the application, so started to restore the previous version. I downloaded the installer from the http://archives.manageengine.com/service-desk/ Unfortunately, I get the error ! ! Such as set out in the annex. Now I can't go back to the previous version and the system does not work. I tried to install version of the 9030 32 and 64 bit shows up the same error. The same error I got when I tried
Using Incidents and tasks
Hi all, I'm just wondering how different SysAdmins here use Service Desk Plus. For instance, our model is to have the Helpdesk/ServiceDesk create an incident and if the incident needs to be worked on by another tech team a task is then created to them. After that task is complete and nothing else needs to be actioned the "tasked" technician closes the task and resolves the incident. From reading the manual, it looks as though SDP is more geared towards assigning the request it'self to another
datamodel for servicedesk + 9.0 Build 9039
Hi, we would like to create a dashboard in Qlikview. The table structure is very unclear in SD+, do you have a datamodel or table definition sheet to help us? we are currently running servicedesk + 9.0 Build 9039 Kind regards, jordi van oosterbosch
Effective Access Permissions for user
Would like to be able to see what the roles assigned to a user gave them for permissions.
Support Groups Dropdown is empty
We are in the setup stage of SDP... When entering a new incident, the dropdown for GROUPS is empty. All my support groups are for ALL ACCOUNTS and DEFAULT settings. What am I missing?
Timers in SDP
I'm hoping someone can explain the timers in SDP...I may be overthinking this. I'm trying to generate summary reports (details of each incident or SR) on things like: First Response Time Time from Created to Closed Time from Created to Resolved Time from Created to Assigned Details of assigned technicians for a ticket with individual times for each tech. Summary of all assigned techs for a ticket with individual and cumulative worklog. I've already seen some really nice queries by Murali, but
Unable to select 'Reporting To' user with apostrophe
Receive an error when trying to select users for the 'Reporting To' field with apostrophe's in their last name (ex: O'Brien). This user is an existing Requester and is able to create and send requests to SD+. Error message: 'Select user from existing user's list' 9035 MSSQL
Time Spent and Work Log
I'd like to propose renaming the Actual Time Spent field under the Timer Tab to say "Actual Time Spent Assigned". I'd also like to propose adding Time Spent Work (or some better name) that shows the cumulative time from the worklog and the details below of each worklog entry for the request. Thanks, Adam
ServiceDeskPlus Pickup Request - Auto set the Group
Is it possible to autofill the group option when you choose the 'Pickup' option for a request? I have 3 support groups with roughly 5 technicians in each. Service Desk: Audio Visual: Infrastructure: So if a Tech from Service Desk picks up a ticket, can you autofill the Group field to Service Desk? Cheers, Craig.
Automatic re-indexing of solutions
When searching for recently added solutions using the keywords, description or title nothing appears. Every time we add a new solution we have to manually carry out a re-index to enable technicians to search for them. I've looked through existing queries but haven't been able to find any solution that solves this problem. We're currently on the build 9039, using postgreSQL. We've been having this problem since we started using service desk plus. Is there anything we can do to enable automatic re-indexing?
Asset Import CSV Blank Values
Hi, I am trying to do a bulk update of certain asset fields and for some of those fields I would like to reset those values to being NULL so that the reports will display those fields as "Not Assigned". I would prefer to not have to use the value of "Not Assigned" in the CSV file. Is it possible to do this using the CSV Import feature? I have tried using blank values, \n, and NULL and none of those have worked. Thanks, Roger
How can I find what requests were based on a service in the service catalog ?
I have done some testing, when planning to use the Service Catalog. Doing my tests, I have created way to many services. However, if I try to delete one of them, I get a message saying "Template is in use. Has been marked for no further use". As I understand it, the reason is that I have created some requests, based on that service. However, I'm sure it's only some test requests. How can I find out, what requests have been made by that service in the service catalog ?
Assign Multiple Assets
Dear Support Team, Is it possible to assign multiple assets to same department? Or assets of same P.O. to same department? If not through UI, how?
Possible bug in Windows domain password
We've been having a lot of issues with our Windows domain scan account being locked. We contacted support and they were able to help, but I think there may be a bug in how the Windows domain account password is saved/stored/retrieved in SDP. We're using SDP 9036. This is how I solved the problem. I went into Admin > Windows Domain Scan, edited our domain, reset the password, then clicked Save. I tried scanning assets and I would also get a generic error message. After a few scans, the account would
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