Viewing Survey Responses from within the Ticket
Hi, We're running ServiceDesk Plus 9.0 Build 9035. When our technicians attempt to view the survey results from within a call ticket (Actions, View Survey Results), they get the error "unauthorized access to restricted url / SurveyDetails.do". As site administrator, this works correctly for me, so it appears to be an access rights issue. However, I do not see where the appropriate rights are located so our technicians can use this feature. Any ideas? Thanks!
SDP integration with map
hi every one I want to Integrate SDP with Google Map to demonstrate Asset on Maps and Implement Location Based Asset Tree. Can everyone Help me?
local login disabled/AD login not working
i have tried the following with no success: https://forums.manageengine.com/topic/disabled-local-authentication i have AD login enabled but says Username or Password is incorrect. Will not allow local login after disabled.
Global email header for notifications
I do like the custom notification templates, but there really needs to be an option for a global header. Then in the notification rules page, another checkbox to "append header" on the notification templates. Otherwise its a very painful process to manually edit all 30+ templates just to add a little standard header info on the tickets. For example, the global header can be created with something like: Requested by : $RequesterName Created by : $CreatedBy Due by date : $DueByDate Category : $Category
New ticket issue
As of 9034 anyone else having this problem? When I enter a new ticket for a user that is not in the database it loses everything in the body line of the ticket when you click submit? Can anyone create tickets for a new user? It seems when it prompts you to ask if you want to add this user it loses all the infomation you input... I've tried support and they have no resolved it...
First Response escalation
Hi, I set my request be responded within 1 days. if not, system will enable Level 1 Escalation. But I will receive a email before responded deadline. it's usually 10 mins before deadline. Could I set this time period to 15 mins ago before responded deadline or not ? ps. the email subject like "First Response escalation warning notification. Response due at : Mar 3, 2015 02:15 PM"
Our company is evaluating Service Desk Plus, feature question
I looked around for an answer, but only found related answers. My question might be too simple. Can we put an approval process between users and the help desk, to ensure that their issue is not training related and something their manager or supervisor can address instead of help desk? The person needing to approve of the process needs to be their supervisor. Is there a way to set this up? the closest answer i found was a service request that seems to have died on the vine. https://forums.manageengine.com/topic/approval-settings#49000006951369
Show voting button on solutions "Was it helpful? Yes No"
When a user is logging a request, solutions are suggested as the subject is typed. Once the solution is opened, the options shown are "Continue with request" and "Cancel request". My suggestion is to show a message saying "Was this helpful?" and options to select "Yes" and "No" so we can also keep track of how useful are the solutions published, apart from the view counter.
Deleting the default STATUS in ServiceDesk Plus
Hi, As per my customer requirement, I want to delete the default status in SDP. In SDP, there is no provision to delete/disable the same. So I find one shortcut. This will work perfectly. http:// + Your SDP host name or IP + /StatusDef.do?mode=delete&id= + idnumber of status Please tell me this will affect any SDP workflow. Also In future version don't show the Post/Link url to any users. Thanks. Regards, Ganapathi Ram
Requester able to view all assets assigned
Is there anywhere a requester can go to view all the assets that have been assigned to them (computer, printer, monitor, smartphone, etc)? Anyway to make those assets appear under the 'My Details' page?
software documentation
hello where can i add/attach the documentation for the installed software
Migrate from Linux to Windows
Hello, We wish to install SDP on Linux for a year or so and after evaluation we will either stay on Linux or migrate to Windows. We wish to know : 1. Is it possible to migrate backup data from Linux to Windows (same version of software e.g 7.1 to 7.1) 2. Is it possible to migrate backup data from Linux to Windows (different version of software e.g 7 to 8) Thanks for your response.
Service Desk Plus Standard
I am trying out the Service Desk Plus Standard free version. The website states an unlimited number of technicians, but I can only log one tech. I can't create logins for the other techs. Am I missing something?
Transfer data between versions
Hi everybody, I have to merge three versions of Manage Engine to one including : - move all users, technicians - move all requests what is the best solution to do that ? with API, i can't get all informations of requests. And i think that if i try to backup/restore data, when i restore, i will delete existing data. Any suggestions will be a help =)
Add function to email or SMS non-technicians in Business Rules
It would be extremely helpful to be able to trigger a notification to a non-technician for very specific Managerial type events. For example we have a Business rule set to trigger based on a keyword "urgent" or "critical" and it should send us an SMS message and email our manager for off hours issues. This weekend another department tried to create an urgent incident and we were not alerted by SDP. I'd like to be able to trigger a "confirmation" that the technicians really were alerted, so that
Department head notification
I've got 50 departments, every dept has it's own head, I need to notify the head of dept about requests and incidents made by the dept requesters. How could I do that? Can't find that SDP is capable to do this
Delayed Typing/Skipped Characters -Replies, Description, Resolution
Frequently when typing an email response, resolution description, there is a delay between key presses and text being entered or characters being skipped. This is causing issues having to go back frequently to fix misspelled words. It does not happen every time, but is sporadic in nature. My guess is that this is an issue with Java which was uninstalled/re-installed to eliminate that. Info: Client - Using Windows 8.1, IE 11 (compatibility view disabled) Java Client - Using 7.51 Server - Server
ServiceDesk PLus is not starting
Dear sir, I tried to started SDP using run (cmd) but it shows me this error please help me out, I am working with the client :\ManageEngine\ServiceDesk\bin>run Inside Change JRE" ============================================================================== JBoss Bootstrap Environment JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Auto Assign Business Rule
I've created a business rule for certain types of tickets to be assigned to one specific tech but its not working. Its still assigning these tickets to all of the techs in the round robin.
Need help with Query
Hello, I'm trying to write a query to obtain the following information, and I'm having difficulty finding date columns to perform datediffs on. I'm trying to obtain the following info: 1. A report of any asset where the Asset State changed from Not Yet Deployed to In use. This would be for the past month. Fields: CI Name,Model, CI Type, Barcode, Asset State, User 2. A report of any asset where the asset state changed from any value to Disposed. This would be for the past month.
Site Operational Hours, Business Rules & Notifications
I have a specific scenario that I cannot seem to fit with the configuration options in ServiceDesk Plus that would use Operational Hours, Business Rules and Notifications. I am checking to see if anyone here has some suggestions. I have two groups of technicians in two different time zones. I want 24 hour ticket creation notifications, but directed between the two groups. Here are the time windows I want the groups to get notifications of new tickets (times below are time zone of Group 1): Site 1
How I hide the tabs for each user
I need to change the view of the users when they do a login into de application. I want to hide the tabs, change the welcome page, etc.
Admin Login Report not working
HI My Servicesdesk build 9035 When any report configure by Administrator Login Reports are not come in Admin Login.
Site availability for technicians
We have a site configured with custom settings. Some of our technicians need to pick up tickets from both 'default' and the custom configured site. When I went into the technician configuration form, under available sites the custom site did not appear. However, from list view of technicians, I can select a technician with the check box, drop down the menu and select 'associate to site' and I am offered the custom site as a possibility. I assume either it shouldn't show in either place, or should
Make The Ticket ID Start With a Specific Number
Hi guys, I got the following situation, I have two technician(suport and supervisor), they create tickets for differents departments. So, I wanna know if it is possible to make the ticket id start with a specific number based on the type of technician or if it´s possible to make the ticket id start with a specific number independently of the technician. For example: Tickets created by suport technician starts with ID number 1000, and the tickets created by supervisor technician starts with ID number
Change welcome page users after login
How I have to change the privileges of the user after of the login by to reduce the windows or tabs that tue user can to see.
License
Dear Sir, i have bought license for 5 Technicians So how many technicians will be having 1:- 5 technical 2:- 5 technicians + administrator ( which is already in the system)
close tasks automatically
We have built a workflow process for a request in which the tasks are to be done in the future (10to 45 days out) and was wondering if there is a way to specify the date when the tasks are started. We get requests to perform tasks weeks in advance and the request has many tasks in its workflow, we created the workflow so that the first task is simply a place holder and when it is manually closed the workflow process begins. Currently we look at the due date in the requests and close the dummy task
Active Directory Login Authentication not Working
Hi, We are currently having some issues with logging into the web interface using Active Directory Authentication. We were able to setup and Import some selected objects from Active Directory with no issues. But we only Enabled Active Directory Authentication and not the "Pass-through" Authentication. The service account we used to Import the objects from Active Directory only has Domain User privileges. Is there any logs I can look into to troubleshoot this issue?
consumables vs components
hello i would like to know what are the main criteria to differentiate between some items if they're consumables or components, lets say network wall sockets, plugs, circuit breakers, etc..... because I've to make the association latter on
Service Desk 9.0 not working (install problem)
Hi, all Currently we using service desk 8.0.0.8006 (Windows Server 2008 R2 and SQL Server 2008 R2), after I see the new enhancements in version 9.0 I am decided move to new version. I prepare test server (Windows Server 2008 R2 and SQL Server 2008 R2), downloaded from site latest version of service desk and install it, but it’s not working ….. Database not creating and service desk not starting Then I’m trying to run service desk manually using run.bat I got next error Invalid authentication
How to Delete Active Directory Import
I have configured ServiceDesk to import requesters from multiple Active Directory domains. I now want to remove/delete one of those imports but there does not seem to be an option to do that.
Request search missing some Requesters
When doing an advanced request search, many requesters are missing from the drop down list: Under "Select column", select "Requester" Under "Select criteria", select "is" Click on "Choose" for the drop down: many of the requesters are not listed. Check under Admin / Requesters: all requesters are listed. SD Plus Build 9032 Server 2008 R2 64-bit MSSQL 2008 JMichelD
Blank Screen
Hello, I am evaluating this product for use in our Enterprise environment. I installed the product on a server, and started configuring it and everything worked correctly. I changed the theme of the product to a customized color theme, and then restarted the server, and when I try to open the Service Desk Plus console now, all I see is a blank white screen? I have tried: 1) Starting/Stopping the Service 2) Trying another web browser I searched for other threads with the same issue but couldn't find
9036 hotfix released..
Dear Users, 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 9036 SDF-58825 :The Request Action Menu is introduced to perform external actions, like JIRA integration and custom script execution, based on custom configurations.Note: For users having Servicedesk Plus with JIRA (provided by us) implementation, the integration will not work post migration. Kindly contact ManageEngine Support for
Request Description...where does the working info go
Folks, I've been working with SDP for a few months now, and I'm still a bit hung up on one aspect, so I would like some advice. Typically, the description of an incident or problems takes a few lines. Then when you get into the working on the issue, speaking with the requester, gathering information (screenshots, logs, etc.) you document those in the worklog or notes. So I'm looking for advice given the following: The description is always visible and can contain screenshots, but doesn't have an
Report on proportion of time tickets open by technician
Hi All, I'd like to put together a report that determines the proportion of time a ticket is open compared to waiting for staff/vendors etc, can you help me to do that? I've tried doing a matrix - time spent custom report with "Assigned Technician" in the left column and "Time Spent Technician" in the top, with "Summarise" by "Sum" of "Time Spent". I get the following result with no numbers: I'm basically wanting to calculate: 1. Complete time all tickets have spent open in one field (even if they
Software suites
I've had a go with the Software Suites function in SDP 9, and there's one thing missing... A managed application can't be in two different suites. Adobe bundles (pre-Creative Cloud) have the same products in several SKUs. As Macs report them as separate applications, I can't set up a "Design Standard" suite with PS, AI, IND and Acrobat and a "Web Premium" bundle that contains Flash, but also contains Photoshop. Can this be changed? There's surely other suites out there that would need it, and not
Help to create a report
Hello, I need help to create a report with the number of the tickets opened during a day, for all the year. Could you help me doing it please? Best regards, Javi
Asset management
How many PCs I can scan with Agent? If it's possible to scan 30000PCs?
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