Feature Request - Reoccurring Tasks & Reminders
It would be nice to have a feature that would allow you to define reoccurring tasks and reminders for thinks like weekly meeting. This would help with availability of resources.
Report about support group history
Hello to all, we would like to generate a report to know all requests with any action performed (assign, resolved, change status, etc) from specific support group and from a specific period of time. is it possible? Thanks in advance
SDP server unable to start
Hi, I've installed SDP on my webserver already. I've tried to shutdown SDP but then I couldn't start the SDP by the launcher (http://localhost:8080). It keep showing "the page is not available". Are there any ways to fix this? Thanks.
Add requester custom field in default request template
Is there a way to add a requester custom field in default request template? When I try and edit the template and click on the requester tab the add field box is grayed out? Thanks.
Responded Time on Service Requests
One of my key performance indicators for my technician is initial response time. This is measured by Workorder.RespondedTime - WorkOrder.createdtime. It appears that the wo.RespondedTime field is not available and/or populated on Service Requests. Therefore, I cannot accurately measure initial response time on Service Requests. Is there a reason for this? If not, please fix it on future releases. I'm running 9.0 Build 9018 MSSQL. Thanks, Shannon
Multiple System Generated Replies
For some odd reason and after further investigating this issue started about a month ago. Possibly when I applied your latest update? Is there anything I can check for to prevent a second generated reply from being created?
Modern theme?
Hi we are currently using the latest release just wondering if there is a new modern look and feel we can apply? like Manage Engine ServiceDesk Plus in the cloud.
CAB, Change Advisory vs Change Approval Board
Hi guys Our IT organisation is quite a small one vs the size of our company, the issue we have is that our CAB actually has to approve the Change as well While we do understand that our process is not 100% correct we would like to have the ability to give the CAB role the ability to approve changes. Is there a quick and easy way i can get this done in the database perhaps as the approve role is disabled for the CAB role. Please let me know Thanks
ServiceDesk Plus 9025 Released
Dear Users, Service Pack 9025 which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9025 : SDF-28529 : Configuration to import Manager field of a user from Active Directory and assigning it to ReportingTo field of a User. Issues Fixed in 9025 : SD-58117 : 9023 Migration got failed if a CI type named IP Phones already exists. SD-58155 : Add/Edit approval were not configured based on
Calendar on Dashboard
Good Afternoon all who read this, Last week I had updated our copy of Service Desk Plus to build 9027, today one of my techs had mentioned that the calandar on the dashboard registered all tickets that came in on monday, ysesterday, as being processed on Sunday. I have searched through the Admin menu and no luck, any ideas what could have caused this and how to fix it? Thank you, - Dan
Can't discover computers.. help! - Problem while discovering the workstation.
I am having issues getting computer discovery to work in production. First try in our testing environment worked so never thought it'd be an issue. When I scan the computers OU it detects the machines but outputs the error for the machines: Problem while discovering the workstation. I tried to turn off the windows firewall which still threw the same error. Since this is a generic error it is hard to pinpoint. I tried to find information from /asset/Inventory_TroubleShooting.jsp but it didn't include
Unable to generate scheduled report
Dear Support, I have schedule for daily report but some time I am getting error Unable to generate scheduled report. net.sf.jasperreports.engine.JRException: Error loading object from file : D:\AdventNet\ME\ServiceDesk\bin\..\reports\4\4802.jasper at net.sf.jasperreports.engine.util.JRLoader.loadObject(JRLoader.java:92) at net.sf.jasperreports.engine.JasperFillManager.fillReport(JasperFillManager.java:232) at com.adventnet.servicedesk.reports.utils.CoreReportDesigner.generateReport(CoreReportDesigner.java:4674)
Merge request error
SDP+ 9023 Merge request error FAILURE :Problem while trying to merge this threaded request with the selected request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
OnHold description
Hello. Can I disable onhold description
ServiceDesk Plus support login
Is there a way to have a login where we can see the status of our ManageEngine Support cases, add to them, or see notes? I know you have that in your product, and would be nice if we had access to our own ticket history, etc. Thank you,
ServiceDesk Plus - re-using Change Additional Fields causes confusing entries in Change History
(Reported with respect to ServiceDesk Plus build 9108 Enterprise) Apologies if this is a duplicate topic, but I couldn't find this mentioned when I searched the forum and known issues. Background: The 9.0 version of ServiceDesk included many new built-in fields and ways of recording data in the new Change Workflows. When our organization was using version 8.0 we had configured Change Additional Fields to fulfill many of the same workflow functions. We no longer use those custom Additional Fields
Turn off rejection email
We went live and users are getting an email with the subject line of: "Kindly raise your request using the HelpDesk application. Mail requests are not allowed" 1. Is there a way to turn off this notification? I do not want tickets created by email, but dont want them sending a notification rejection email. Also, why is it sending to many people? There was nothing in our Google Apps inbox and a lot of users received this message.
Service Desk Plus Image not loading
Whenever I try and open an attached image in SD+ it will not load. I have to save the image to my pc before I am able to view it.
Service Desk Plus Mobile and Responding to a Ticket
Hello - Using Service Desk Plus 9.0 Build 9021 Using the Mobile Website - is there a way to respond to a ticket? I see the way to provide a resolution, but would like to know if you can respond to a ticket. Thank you
Migrating and Updgrade
Hi, Please help in answering below questions. We are validating Service Desk + Professional edition. Can i take the backup of all configurations? How can i restore the same? Database backup and restore. On applying enterprise edition license to service desk currently professional, will other module be enabled like problem, change, KBD etc. Or should i install it separately? Thanks, Corns.
How to change request's description form size?
Check this picture:
Will not connect to Active Directory
I am currently setting up ServiceDesk Plus and i have everything configured for it to connect to AD but it will not pull my AD structure. Any suggestions?
Technician Scheduler
We use the Tech Availability Chart to schedule different things including sick days, vacation and things like that. Is there a report I can run to list out all this information at the end of the year? If not, is it possible to do a custom report? If none of this is possible, what table is this information stored in? Thank you, Carey Durbin
Request timeout
Dears, When the user creates a request by clicking add request button, it took long time about 1-2 minutes. Please help me to solve the issue Thanks Galsaa
ServiceDesk Plus 9024 Released
Dear Users, Service Pack 9024 which can be applied 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 9024 SDF-43312 : Request : Advanced Search filter for Request list view. Option to search the request based on multiple filter criteria which involves AND , OR combination on different fields. SDF-56776 : Solution : The following enhancements have been done in Solution Module. Solution Topics will be
Delete CI error
I have delete Workstation. It gives this error: FAILURE :Problem while Configuration Items Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. and.. FAILURE :java.sql.SQLException: The query processor ran out of stack space during query optimization. Please simplify the query. Please report the problem to the system administrator. Support file will have the error trace to analyze
authentication key
hello I'm trying the free professional version of servicedesk plus but I'm not able to get the authentication key to provide it for desktop central, what can i do to have
Technicians receive "User does not have sufficient privilege" when trying to login.
In ServiceDesk Plus, I created a new Technicians beside of Administrator, in order to issue less rights to the Technicians to minimums errors while testing. But Technicians receive "User does not have sufficient privilege" when trying to login. After close the windows, everything seem to be normal. Wonder what I had did wrong. Best Regards, David Fhu
Add new variable to CI
Hi, I have a problem. I want to add new variable to Configuration Item - TeamViever ID. This ID is stored in registry key. How can I read dynamically this ID? Any ideas? Thanks
Disable Tabs / Links
I would like to remove the "Support" tab, the "Jump to", and "Help" from a standard users session. I can't see as an option when creating a role. Is there a template I can edit?
Service catalog resource questions
I have 2 questions regarding Service Catalog resource questions : 1) Is there any way to delete questions from the pool of existing questions? There are some old questions which were created during a workflow testing period, and they're no longer needed 2) Is there any way of adding a question as a multi line plain text area (HTML text area form element) instead of a single line "plain text" input (HTML input form element)?
Request Details Shown to Requester
When a requester views their requests, they can see certain details of the request. For example, they can see the "Due By Date", "Created Date", "Last Update Time" etc. Is there any way to show the "Response DueBy Time" as well?
Description limited to 255 characters in the database
Hi, I'm creating an SSRS report and the description field is being cut off after 255 characters rendering some the requests unreadable. Is there any way of increasing the limit or is this hardcoded by the data type? Thanks
Install Missing plugins
I just updated to Version 9.023 and I am still getting the install missing plugins. I am running IE11 on a windows 7 64bit machine. I have installed the latest flash update. Any help with this would be appreciated -Joshua
ServiceDesk Plus update Active directory user info
Hi, Can i modify a requester info (Like the phone number) in ServiceDesk and have it replicate the change to Active Directory
PO - Multiple cost centres and Ledger codes
Hi, quite often we have to split the cost of a PO across multiple cost centres and codes, it would be nice to have this as a feature where you could add portions of the cost to each code.
Support to import requests from xls data.
HI team, We had just updated the latest build 8123 and found new option to import requests from xls data. but feature will only work if some one having the SD admin role. we need to add feature this to SD coordinator/Technician role also.. please help regards kunal
Help editing a query to calculate total worklog time by department per month (Solved)
Hi , I have a query that shows time spent by technicians per day through worklogs. How can I get a total of time spent by all these technicians combined per month? We use tasks more than requests to log our time. Here is my query: SELECT tk.TASKID "Module ID" , 'General' "Module" , MAX(tk.TITLE) "Title" , ct.DESCRIPTION "Description" , CAST(CAST(SUM(ct.TIMESPENT) / 1000 / 3600 AS VARCHAR) + ':' + CAST(CAST(ROUND(( ( ( CAST(SUM(ct.TIMESPENT) AS DECIMAL) / 3600000 ) % 1 ) * 60 ), 0) AS BIGINT) AS
Cannot restart SDP
Hi, On a Windows machine, I cannot seem to get SDP to restart. I actually have to reboot the machine to have it started. I am using the installed shortcuts in the start menu "Shutdown Service Desk" and "ServiceDesk Server", but I do not have the startup splash screen. Any ideas ? Thanks Maxime
Changing the ##call id##
Hi All, Have a silly question. I'm looking to change ##Call id## to say ++call id++ on email reply. How do i get helpdesk to recognise the ++ instead of ## Regards Keith
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