Is there a way for Service Desk Plus can create a request based on email sent to its email address
Hi, I was looking at service desk plus and under the mail server settings exist an incoming tab that has the following: Mail Fetching status: stopped so I clicked start fetching and it is now fetching. I sent an email to the incoming email address but do not see an email notification that I received an email. I see the following: During mail fetching, ManageEngine ServiceDesk Plus will delete e-mail messages for the mail account in the mail server. Hence create a separate mail account and alias
Task enhancements
Hi there, We would like the following enhancements with tasks. 1° To be able to create custom views for the task overview (similar to the request overview) In our company, a lot of technicians are member of different support groups. Therefore we would like an option to filter the task overview per group. 2° To be able to predefine the times in the task template For certain service requests, we know upfront how much time each task will take. Therefore we would like to be able to pre-populate
Business Rules - based on a change of value
It would be useful in the Business Rule section to be able to define a rule based upon a value changing when a call is saved. For example, once the ability to automatically create an email is added to ServiceDesk Plus (I understand that this is a scheduled change), we would love to be able to automatically generate an email to a customer if, say, the priority of the call is changed. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
Software using statistics in MESD+
Hello! Is it possible to implement software using statistics in ManageEngine ServiceDesk Plus? I mean. for exmple, how much time certain software have been working during the day, or how many times was started.
Project Management - Task Notifications
Hi, I have created a new project with a number of milestones and tasks assigned to technicians. Is there a way that when a 'Task' has been updated or closed that it can email the 'Milestone Owner'? I cannot seem to find an option to do this. Also, is there a way of sending an email to the technician assigned the task to notify them that a task has been assigned to them? Thanks Andrew
Awaits approval in My Request Area
Hi, I created a service request and configured 2 stage approval workflow. After creating a new request by the user, the Awaits approval section displayed 1. But when the first approver approved the the request then Awaits approval section for the requester changed to zero (second approver has not completed his approval) Why this is happening?
release date for 9.0?
Hi , just wondering if anyone knows a defined release date for 9.0 ? I need the change management upgrade thanks Russ
NoSuchUserAccountException after install
I've just installed ServiceDesk Plus, and when I try to login initially, using administrator/administrator, like the "Admin Guide" says, it keeps saying "Username or Password is incorrect". In the serverout log file, I get: [18:12:53:859]|[06-05-2006]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[15]|: authenticating user : administrator| [18:12:54:379]|[06-05-2006]|[com.adventnet.authentication.PAM]|[WARNING]|[15]|: NoSuchUserAccountException occured with message
Asset Management
I have 24 software items that show up in "Under Licensed” yet I have the number Purchased equaling the number installed. The Icon shows green as compliant so I do not know why it is on this list. I also have one software that is over licensed on the under licensed list. The pie graph shows the under licensed section as well. I am going through an asset audit next week and this will really hurt my numbers. Any ideas? I am on Service Desk Plus 8.2.0 Build 8206
SQL Report for Scan Failures
Hello, I'm looking to run a report to find the date for the last successful scan for each of the workstations on our network. If someone could help me out with this it would be much appreciated. Thanks Paul
How do you assign to a group
I want to be able to use the portal to create a ticket to a specific group of technicians. This, i think i can complete by setting the default in the template or using a rule. What i can't do it make it assign to the group of techs. So when the tech logs in they don't have it in their list. Please advise.
schedule request
hello hoe can i schedule the creation of a request every 3 hours without having to make it in preventive maintenance
changeDBServer not work
Hi, changeDBServer did not work. I am run changeDBServer on the command prompt and receive message "Error occurred during initialization of VM java/lang/NoClassDefFoundError: java/lang/Object"
Request auditors
Hello! Is there in ServiceDesk Plus an opportunity to add auditors of the request? In other words it would be desirable that the user, who is presents in the field "CC" of request, must have opportunity to see this request under his own login. Thank you!
Pass-through Authentication
New here, Really sorry and this might seem simple but we have no idea what our settings should be for this feature (using free version) Adding a Computer account for this? Computer accounts don't have passwords so why ask for one. Can someone help me set it up (Windows 2003 R2 DC)
Customer sites
Hello; Some advice from users would be much appreciated. We act as a support team for multiple small businesses (in the health sector). These sites have transient users. These users don't have an active directory listing with us. We have fudged SDP to handle these generic users by (wrongly) using sites an important piece of information, and that the name of the requestor is just placed in the description of the request. How can we be handling our 'sites' like this with SDP? The system seems to be
SDP 8213 Backup Error
Hi Support, I'm Using SDPlus 8213. Run As Command Prompt D:\>ServiceDesk\bin\backUpData.bat Run As Command Prompt D:\>ServiceDesk\bin\restore.bat Run As Command Prompt D:\>ServiceDesk\bin\UpdateManager.bat Commands give error Error Screen Shot is attached Can you help for the solution..
Creating a new category tree
Hi, We have had ServiceDesk for a while now and we have dicided to change the category structure totally. Have you have any customer who have done this and what is best practise? I mean is it best to just create the new structure and leave the old request with the old categorys? Or will the old requests categorys disapear? Or do we have to re-categorize all old request? many questions :)
SLA practices what do you do?
We are looking to set up our SLA's but it only has two criteria replied or resolved. What about assigned? If I assign it to someone but not resolved in 2 hours it should be escalated but I don't need to reply. SLA for say a windows password reset. our SLA is resolved within 10 minutes lets say. If I pick up a ticket and call the user to resolve their issue but the SLA says it should be resolved in 10 minutes it will get escalated/alerted while i'm on the phone with them. What does everyone else
Service Catalog SLAs per Site
It exists any tip or trick to define Service Catalog SLAs per Site? Why is not like General SLAs where we can select and associate the proper Site? I need this feature with high urgency. Any tip will be appeciate. Regards.
Approvals text
When a comment is added to an approval, it is difficult to read those comments. If I hover the mosue over the comment, it is displayed in a tool tip type of window but only for a few seconds. I suggest that you allow techs to click on the comment to pop up a window that contains the text entered by the approver. The tech should then have to manuall close the box rather than have it automatically disappear after a few seconds. Need to provide a "More information required" option that sends the text
More Simple and Effective Tips for the Self-Service Portal in ServiceDesk Plus - Service Catalogue
Taken from our Blog page - http://set3manageengineuk.blogspot.co.uk/2014/01/more-simple-and-effective-tips-for-self.html This one came up the other day when I was doing some work on the Self-Service Portal with a client. We were creating Service Categories and Service Templates as part of the main ManageEngine ServiceDesk Plus Service Catalogue which bore no relation to IT e.g. booking travel, hotels, taxis and requests for catering and the like. Now I followed the usual exercise of using meaningful terms
Known Error Database (KEDB) - NOT SOLUTIONS
As part of the problem management module it would be nice to have a list of know errors and workaround. While this can be implemented as a "solution type" the fact that incidents cannot be related to to a solution means there is no ability to see the effect of the known error on the service. Requirements: It should have custom fields for the client to create their own data types against the record (the status of the error, severity, system etc) It should be able to be linked to a Request - i.e.
RestAPI Reply_Request
Hello I want to send email notification to requester with file attachment using REST API. Is there any trick to attache file to notification and then send it with API?
Several Schedule reports in one mail
Dear All, I working since one year on Service Desk Plus with satifaction. I created several reports for the management I would like to know if there is a possibility to have in one mail multiple repports generate from the Custom reports in place of one schedule mail by reports.
Auto CC while create ticket
Hi support. Is it possible to auto cc when create/edit ticket ? For example, put some email to email cc field on insident template, so when we edit the request, field email cc already filled. Thanks. Ali.
Send notification when SLA changes in request
Need another notification when was changed SLA in request. Because, some times contact-center is worng categorizing impact and urgency, so wrong SLA is assigning to a request. When my tech changes impact and urgency - no notification is send to a requester, so we've got some misunderstanding between them and us
Language settings in AdventNet ManageEngine ServiceDesk Plus
Is it possible to change the language in AdventNet ManageEngine ServiceDesk Plus 5.5.0 or is this only available in pro edition?
Automatic Relationships on CMDB
Hi everyone I have some questions about importing CMDB data. At this time, I have a CMDB report with all the relationships, I see that is possible import each CI category, so, I wonder if it's possible import all the relationships or if these relationships must be created manually. I am interested in import the relationship type User-Workstation. Thanks.
Unable to enter national characters in SDP topic and problem description [IE8, SDP8214]
Hello, I'm unable to enter national characters (such as ąĄńŃ etc.) into incident topic or description while using IE8. There is no problem in Firefox v26 or chrome v32. I'm testing SDP version 8214.
RMA'S
I have some bad monitors that are going to be hot swaped by the vendor. I need to track the vendor's case number for the swap, the old serial number (to remove from inventory) and the new serial number (to add to inventory). My thought is that this is all one record as the replacement monitor will expire from warranty in the same time the original was to expire. And if we need to verify either serial number a search should show us that the two serials are related. I'm not sure how to accomplish this.
Active Directory Manager Attribute
I have Active Directory Authentication active and have been importing my users. I recently created an Additional field in Manage Engine called "Supervisor" and want to map it to the Active Directory Attribute Manager. When I go to Import Active Directory User, I select the "Supervisor" check bock and in the mapped field I type "manager" (According to Microsoft, this is the attribute name). However, when I do an import, I do not see the Supervisor's name. The field is still blank.
Issue for enable robo technician
Greetings. When we tried to setup SD+ with the 64bit exe, and tried to apply our license with Robo Technician enabled, shows that the RT function it's not available, but, if we setup SD+ with the 32bit exe, the license applies without issues, enabling the RT function. We tested the above with Win 2008 R2 64 bit env. Do we need to request a correction in our license? Regards.
Linux Question for SD+
Hello All, I have a few questions about installing SD+ on Linux. 1.) Can you use AD authentication on Linux? 2.) Can point the installer to an external database? Thanks
E-mail Id(s) To Notify can we change the name of this field?
everyone in my company puts their own e-mail address here. They don't get it that its to notify someone else. I would consider changing this field name.
Control
It is possible to control the handling time achievement for a company? Example: 1 company hired 20 hours per month, however she wants to follow the hours needed to complete the 20 hours that current month. Each service provided to the Company 1 decrease in contracted time. Why I can report the hours completed at the time requested. Is there any version that controls this type of calculation?
Adding a database instance as a Configuration Item
Hi, I'm currently populating our CMDB and things are going swimmingly, however I am trying to add database instances as configuration items so that I can then build relational links and can't for the life of me work out how to do it! I can see MSSQL existing as software, but I am really struggling to create (for example) Database instance DB1 as a CI type = Database, existing on SERVER1 (CI type = Database Server) etc. Can anyone point me in the right direction?
Autopopulation of a field
Hi, I need to autopopulate a date field in a request based on when another field is populated. Is there a way that this can be done? Thanks, Jonathan
New Support group not visible as a choice
Hello; I am struggling with an issue that appears to be a bug. I have created a new Support Group via the admin tab, and can see the group if I look for it via the admin tool. I have allocated technicians to the support group, including myself for testing. But I cannot choose this group from the group dropdown. We are on version 8.2.0 build 8201 - I have looked through the release notes of later versions and have not found anything that appears to resolve this issue. As you will see by the screenshots
Email auto parsing
Hi all. I work at a school and I am trying to configure email auto parsing but not winning! We have 2 technicians, 1 for primary school and 1 for high school. Also a maintenance manager. I have set up 3 Support Groups - PrimarySchool, HighSchool and Maintenance. What I need to to is to auto assign a ticket to a support group with the subject of the email. for example: Subject: "PS" -> assign to "PrimarySchool" support group Subject: "HS" -> assign to "HighSchool" support group Subject: "Maint" -
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