Change - Send for Recommendation Mails cannot be seen
When submitting a chnge for approval (send for recommendation mail) the mail sent to the CAB member is not stored. How can SD+ be configured so this mail is stored and shown (e.g. at Notifications)? Thank you for your feedback, Anne
Service Catalog - Hidden Templates
Hi, I have created a number of services under the "Admin>Service Catalog" settings. Then after a number of days my entries disappeared, thinking they had been deleted I contact all admins and no one owned up to deleting them. I then went about recreating the entries, except when saving them I was rejected with an alert that the template name already exists. When I login as a requestor I can see them listed under the "Request Catalog" dropdown box - yet I can't see them listed when logged in as
approve request
Is it possible to do the way that after the request is approved by the chief (straight after pushing the"confirm" button), the request goes to the technical support team? Heeelp me please....
SQL for deleting all Software scanned and inventariesed
Hello Support Team, because of some problems with the scanned software and mismatches with groups an licenses we would like to delete all software to start from new. Could you provide the statements for that, or is there a better solution ? thx, Wolfgang Austria
Notification on status - resolved
Hi all, Is there a way to get notification when a case is changed to resolved - I can see how to get one when a case is closed - but sometimes depending on the case they are being resolved instead of closed but I can't see a setting to set this up as a notification?? Thanks
import ticket conversations from old system
is there any api to fetch conversations from the old system, and an api on the new system to add it along with the request/ticket.any help would be appreciated..thanks
SDP Cannot be Started Due to MySQL Failure
Hello, We were using SDP on Windows before but now I am trying to move it to a linux (Fedora 20 x86) machine. I've installed everything and changed the database to MySQL using changeDBServer.sh and it was successful but ServiceDesk is not starting now. When I try run.sh command it is giving me "Trying to start MySQL server failed" error. I tried to check the logs but couldn't find anything. By the way I am running MySQL Community Server Edition 5.6.17 (i686). And when I try startDB.sh it is giving
SDP Enhancements
Hi Folks, Hello Everyone. I have been using SDP for several years now. I get a feeling that SDP has all the features but they are incomplete somewhere or the other. Below are the few features which I think would make certain modules complete. 1)SLA:- While sending escalation email there should be an option to choose the color of the email for example response violation should be in orange and resolution should be in red. Also there should be an option to re-assign the escalated ticket. 2)Requests
Free Edition licensing
I found the terms for licensing the free edition here: http://www.manageengine.com/products/service-desk/licensing.html This all looks good except for this paragraph: "Annual Subscription License: As part of your choosing annual subscription license, Zoho grants you a fee-bearing, nonexclusive, non-transferable, world-wide license to Use the Licensed Software including user documentation, updates and upgrades to which you are entitled as well as any plug-ins provided to you during the period of your
Change Status Actions list - Feedback and Enhancement requests
(This was composed with respect to ServiceDesk Plus 9003 Enterprise) The Change record Status Actions list is a great feature that allows us to explain to the Technician what they are doing by changing the Status. I want to suggest a couple of adjustments that would enhance our user experience. Enhancement request 1: Build 9003 behaviour: The Status Actions list seems to have a 20 character display limit applied to the Status Actions listed. Even concise 'Actions' (i.e. "Submit for next Stage"
ServiceDesk Plus Integration
Is it possible to have SDP send updates of requests to a third party application? I need to receive updates whenever a request gets updated. I have seen the callback Url for requests that are created via the Api, however I do not want to create the requests from the Api. Is there a way to have the callback url auto-populated for certain requesters? Also, I have read a little about the External Action Plugin, however that would require an extra step for users, correct? Is there a way to have the
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Is it true that "A workstation must join a domain to be scanned and updated scanned information?"
When I try to scan a non-domain workstation, I get a blank-information workstation item. Besides, I can see that SDP uses domain names for updating workstation data which would fail at a non-domain one. Thanks,
Change Approval stage - add 'select all' checkbox to 'Add CAB Members' window
(proposed with respect to ServiceDesk Plus 9003 Enterprise capabilities) When we are selecting CAB members to add to the Change 'Approval' stage, we usually add all the users in the selected 'CAB' (depending on the CAB group, this can be quite a few users). Build 9003 behaviour: Must select checkbox for CAB users individually Enhancement request: Provide a 'select all' checkbox in the 'Add CAB Members' window
Change requester does not updates site (does change department ).
We have to create requests by email so we need to change requester from ourselves (Edit -> Search Requester list -> choose correct). Requester name and department changes successfully - but not for Site. And here is a huge problem - SLA rule depend on Site. We need one additional step do change Site manually and sometimes our technicians forgot about this important move - so SLA not applied and we are dummed:( We have a lot of sites and departments in our SDP (8217 Pro; we expect to upgrade do 9003
Defaulting Template for Technician
Hi Experts, I am new to Servicedesk and would like to know if it is possible to default a template for technician? Scenario: I've created several templates and associate groups to them using the "Associate Groups to Template". When i login as the technicians, when they generate a request, the "Default Request" is the default option. 1) I know this can be done for the requesters but would it be possible to turn of "Default Request" for technician? 2) if not, is there a possibility
Request CLosure Comments
How can you get the Request closure comments emailed to the Tech? I don't see an option anywhere. As our Techs don't look at the closed Requests as they have been completed. Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML Jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
Time Take to Resolve Required
Is there anyway in ServiceDesk to disable the requirement for entering a value in the Work Log for Time Taken to Resolve? I'm trying to just enter charges for equipment or software.
SelfService Version Update
Hi, I am a new administrator with this software and was wondering where do I go to update the version? Thanks ahead of time.
how to deal with volume license that allows portable device install?
Hi there, So we have a volume license for, let's say, 10 installation. According to the license agreement, if a person uses a desktop and a laptop (not at the same time) he/she allowed to have the software installed on both device. So in theory, if all 10 people have both desktop and laptop for traveling, we will have 20 installation in total. What would be the best way to record this in software licenses page? should I create a volume license for each individual (allow for 2 installation)? or just
Calendar now button
Hello, Internally SDP stores the date/time as Epoch time = the number of seconds elapsed since 1 Jan. 1970 00:00:00 UTC. The date/time displayed on the screen considers the time zone you have set up in your SDP preferences (personalize section). I am wondering what date/time is being considered when pressing the Now button in the calendar. Is it the time of your PC, the time of the SDP server (which may be in a different timezone) or the time as configured in the personalize options? Best regards,
Enhanced Work Log Dialogue Box
Hi Guys, Is it possible to have the work log description box to be the same as the request description dialogue box with ability to paste in images? We especially want this under the change module when in the implementation phase.
Requester with limited rights
Is there a way to take away access to a particular requester? Specifically, we do not want the requester to be able to see their own requests and we do not want the requester to be able to change their own password. Is that possible? Joe
Notification emails in HTML
When setting templates for the email notifications (i.e when a new request is logged or when a request is closed) I would like to add some HTML formatting to the email which is sent. It appears I should be able to do this but when I add any html tags they just appear in the email notification as plain text. The setting at the top of the notification rules page is "Send all e-mail notifications in : Rich Text format (HTML) " Links from pre-defined variables such as $RequestLink work properly.
fractional number
Hi, colleagues When i create a new field with type of field - fractional values, I have problem with fractional values, when i write " 0.5 " and refresh request i see " .50 " help me please...
Changes Reports - seems to be only pulling Changes where Site IS NULL
(This situation applies to ServiceDesk Plus build 9003 Enterprise) In the process of arranging a support call with ManageEngine for this issue, but thought I'd throw it out into the community and see if anyone else can let me know if I have misconfigured something or they are experiencing a similar situation... (This occurred after moving from build 8206-9003) Issue: Reports existing (created previously in build 8206) and created using the Custom Reports wizard (in build 9003) stopped returning
Report for generating project details and its milestone details.
Hi The below query lets you to generate report about project details such as percentage of project completion , title , status , projected end and its milestone details such as title , description ,comments , owner , status , projected end , gantt color. First execute the query select paramvalue from globalconfig where parameter like 'TaskCompletionStatus' If the param value is 'closed' use the first query Else if the param value is 'completed' use the second query First query select pd.projectid
Text in template jumps
We have made incident template where our text jumps one to several rows down each time the template is used in the description field. How can we solve this so it don't happen again. we are running SDP 8.2 Build 8214. Same issue appears on our test system that runs 8.2 Build 8217
Fields available by email-command but not editable for requesters?
I've been playing with the "email command" options . It works pretty good but I saw a little problem. It only let assign new values for fields if the field is editable on the requester web interface. Is there any option to allow autofill this info with mail commands but disallow the modification into the web interface? Thank you! Regards.
Using the Purchasing Module
I would like to be able to do the following things in the purchase module: 1.) Change the owner of a PO 2.) Specify individual(s) to be notified of POs approval and other status changes 3.) Change the email template that requests approval 4.) Delete a closed PO (they say they are being used by another module.. i created a TEST one and i can't delete it even though i did not assocaited anything with it other than a product.. which i cannot remove now that it's closed) 5.) Create a PO directly from
Generate custom query report from last year/date
How can I run query report to last year date? Need date from: 1/11/2013 to 1/01/2014 available only this Сегодня - <from_today> - <to_today> Эта неделя - <from_thisweek> - <to_thisweek> Прошлая неделя - <from_lastweek> - <to_lastweek> Этот месяц - <from_thismonth> - <to_thismonth> За прошлый месяц - <from_lastmonth> - <to_lastmonth> Этот квартал - <from_thisquarter> - <to_thisquarter> За прошлый квартал - <from_lastquarter> - <to_lastquarter> Вчера - <from_yesterday> - <to_yesterday>
website layout gripes
We are currently using ServiceDesk plus version 9. I've not used it long so excuse me in there are ways around my list of complaints. Is there a way to customize the layout of the screen. Wide screen monitors are now the norm, and I hate having to scroll up and down to find information. For example, in a change ticket, I'd like to see the ticket info on one side and the notes on the otherside vs scrolling to bottom.. When assigning people to roles in the "Change" window.. I have to go to
Change/Delete Reminder from Calendar
How do I change or delete a reminder from the scheduler calendar after it's been created? I can view it but can't seem to find where to edit or remove it.
Fail upgrading from 8217 to 9000
Hi, we are having problems with updating SDP from version 8217 to 9000. We attach the log Updatemanager.log Can anyone help us? Thanks
Change Workflows - specifying hidden Statuses for a Workflow
(Posted with respect to ServiceDesk Plus build 9003 Enterprise) We are creating a workflow for Standard Changes and it really only uses half of all configurable Statuses. Build 9003 behaviour: There seems to be no way to hide the 'Status' and 'Status Actions' that we will never use as part of this Workflow. As a result, the Change Records for Standard Changes are more confusing than they need to be for the Technicians responsible for managing them using the workflow. The list of Status Actions
Approver perrmission
Hi. I have some difficulties with following: I wrote a workflow, that every purahse request assigned to the head of current department. But if manager forward the link to another person, other person can approve instead of manager. How can i forbid this?
Task Subject Enhancement
In addition to the unified task and request list that we are hopefully getting soon, we would like tasks that are automatically generated from incidents or service requests to have the subject filled with something that uniquely identifies that task. For example, lets say we use the New Employee Hire request and we have several tasks associated with it that are automatically generated every time and assigned to the appropriate groups. We have things that need to be done for every new hire such as
Solution records - contain related Problem 'Symptoms' field; Known Errors apearance in portal
(Composed with respect to ServiceDesk Plus build 9003 Enterprise) When searching Solution records, the records created from Problem 'Workaround' and 'Solution' fields represent out-of-context information. The user must launch the Problem record to provide context around application of the workaround. Additionally, Known Errors are a very underdeveloped feature. Enhancement request 1: (to Solution records generated from Problem records) When posting a Solution record from a Problem, the Solution
Task count inaccurate
In the dashboard tab -> Task Summary section -> It give me a count of 2 pending tasks. When I click on the number, it brings me to the task details page. The problem is that there are not tasks listed. If I go back one page. I click on the total (32) when the next page opens up, there are only 9. The task count and the actual number of tasks don't match up.
Change
Hi Im using SD 8.2.0 build 8217 When i opened a change i faced the issues: 1. If one Approver is removed and re attached to the change, the system does not remind any more the approvation / rejection sent by this approver. 2.If another approver should be added in the change after the aprovation is sent, we have to resend this approvation to all the members in the approval list as it does not have any way to classify which address should receive the approval email. 3.Sometimes the approval
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