See Work Logs from Requester View
Is there an option for Requesters to see Work Logs on a ticket from the self service portal view?
Time changes to GMT when UK on British Summer Time (BST)
Hi, All my times on calls are out by 1 hour. They default to GMT instead of BST. What do I need to do to change this? The server time is correct and has DST set as automatic. When I try and change the created time on a call, it lets me change it in the little calendar but then when I save this time, it goes back to an hour behind. I should've noticed this much sooner, but haven't! We have SDP 7.5.0 build 7502. I notice the latest build is 7502 but got burned last time I updated and the update meant
Is it possible to put Task Templates into groups
I have hundreds of Task Templates for different Requests/Changes and I was wondering if it's possible to group them somehow so they don't need to be selected/added manually each time a new request is raised Let's say User Setup group (only user setup tasks) or Server Setup group (only server setup tasks), etc... Any advice? Max
Request template in the directory of services
I have a request template in the directory of services, in a category "Internet" - "the request for access to the Internet". The technical group isn't selected from a template. Bizness-process is created, that if the category of service of the request coincides about "Internet" that the request gets to group "Software" But unfortunately it doesn't happen. Why?
Requester is only able to see the "Home" page and not their requests
When one of our requesters logs into the Managed Service Engine they are only able to view the "Home" page and cannot see their requests. They are unable to move away from the home screen... is there a way to do this or a setting that allows them to see their requests? The requester is set to a site, a department and is allowed to view all their departments requests Thank you Elaine
Trending???
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Using POP with Exchange Online
My company uses Exchange Online (hosted Exchange from Microsoft Online Services). They support POP, over port 995, but ServiceDesk doesn't seem to like this. Any ideas?
When will the agent be fully compatible with Windows 7?
Our users do not have administrative rights to their workstations and it is getting very annoying to remote into their machines and not be able to see the administrator login prompt when performing various tasks. Windows 7 has been out for over two years now--this is unacceptable. When will an updated agent be available? And when will you support multiple monitors? There are tons of tools out there that are already Windows 7 compatible and support multiple displays. I don't understand how you can
AUTOMATION
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Locking requests in SDP
I see on the forum that there have been some comments regarding the locking of requests, which will stop 2 analysts trying to edit the same request at the same time. I think the first time it was mentioned was back in 2007 and it was suggested that this would be looked in to. As this is a fundamental flaw to what I feel is an otherwise good system, can you advise when this could be given some serious resource. Thanks.
Error starting after upgrading from 8003 to 8013.
Hi, On upgrading from 8003 to 8013 we recieve the following errors when running "sh run.sh &" command. ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [FAILED] AdventNetCC [FAILED] SQLOne Search
How do I remove Acquisition and Expiry Dates
I have leased printers. I added the lease date information into the acqusition and expiry date fields before descovering the lease date fields. It won't allow me to delete the dates, only change them. How do I remove the acquisition and expiry dates? Thanks
Spam filter problem
Hello I defined a mail filter rule like "sender does not contain @xyz.com or @abc.com" to stop creating tickets from undefined domains. Filter works good just for one domain but not two or more domain. Any suggestions? Best Regards,
E-Mail Notification customizations
My techs have asked me to change the email notification alerts so that instead of showing them just the ticket number, they can get a description of the problem right in the subject line of the email. I'm looking around in the admin panel and the notification section, and for the E-mail technician when a request is assigned template...I've got the standard entry: Request Id ##$RequestId## has been assigned to you We want something like Request ID #00001 for "Description blah-blah" has been assigned
Specific Reports
I want to generate reports of past 3 months and just for Category-Celluar and Sub-Category--Blackberry. Please help me!!! Thank You
announcements not working fully since patching to 8012
patched from build 8008 to 8012, now announcement popup windows does not work. I can add announcement fine, i can view them i list, but whenever clicking an announcement to open in popup window , it just shows a blnak page.
Backup to Remote Host
Hi, We are using ServiceDesk Plus and backup goes fine if we run directly from CLI. But when we run backUpData.sh with cron it creates an empty files. We want to move automatically output generated by backUpData.sh to other server. Thanks in advance. Regards, Ricardo Marinho
Report query not working
http://forums.manageengine.com/topic/change-with-it-approval-details#49000005169320 DOES NOT WORK IN MSSQL - uses a MySQL date formatting command. Please fix and repost. Thanks, Dean
User table
I have to create a report that includes the names of all users along with 3 of the custom fields that I have created, labelled "Password Question", "Password Answer" and "Password Hint". Can you please advise how I create that report? Are you able to provide me with the appropriate select statements? I will also need to be able to save the report as XLS and/or csv.
New problem window not closed after save
When a new problem ticket is created and the save button is clicked the screen doesn't change there for the user is unsure if the ticket has been created. Previously when the save button was clicked the window returned to the problem list. This issue has occurred since we upgraded from 7011 to 7504.
rules of SLA
Good afternoon. I ask to help with adjustment SLA in system ServiceDesk. Level 1 - very quickly, time of reaction for the request- 1 hour, performance time - 4 hours. Level 2 - average, reaction time - 1 hour, time of performance of 6 hours. And still a question: How to me to hold SLA if created the requestdoesn't answer about working capacity of service more than declared time? It turns out, the request will be delayed.
Wake on LAN feature on servicedesk plus
Is there a wake on lan feature on servicedesk plus? Thanks
SMS Notification Email using Mobile Number field
We are currently having mobile numbers of few Requesters captured in the database. We have also setup an SMS delivery system where the Email Notification sent to an email gets converted to SMS. In this regard, we would like to ensure that the SMS notification email automatically gets sent to an email id which is formatted out of the Mobile number by adding some suffix to the Mobile number. For ex. if the mobile number entered in the Mobile number field is 9512345678, then the SMS notification EMail
Digital Signature Issue
Whenever an end user with a digital signature sends an email to our helpdesk the description/message body does not get added to the ticket. This has been a long standing issue that needs corrected asap.
Stopping surveys being sent for some requesters
Is there a way to stop surveys being sent to certain requesters? We have some system accounts that create requests by e-mail and it would be good to stop them getting surveys sent to them. Regards, Andy
Automatic emails
It would be nice to have automatic emails sent to alert Technicians about upcoming due dates, and a choice of either daily or weekly emails as a reminder about tickets that are still open or yet to be resolved. And, more frequent emails based on level of priority. Thanks
after update windows help desk not work !
hello , i have server with windows 2008 r2 after update windows the ManageEngine ServiceDesk not working more i try to start service but it stop , i take full back up and try to restore it to another server still the same problem . wrapper log : STATUS | wrapper | 2011/07/01 19:52:49 | Launching a JVM... INFO | jvm 9 | 2011/07/01 19:52:50 | TRYING TO STOP DB WITH COMMAND:::stopDB.bat ../mysql 33366 root INFO | jvm 9 | 2011/07/01 19:52:50 | This copy is licensed to AdventNet INFO |
reporting on timespent outwith operational hours
i wonder if it's possible to report on timespent of technicians outwith operational hours (in our case Monday-Friday 9am-5.30pm)? I've tried but didn't get anywhere.
Image in an Announcement
Hi, Is there a way to insert an image to an Announcement ? The insert image button is not in the Announcement template. Thanks, Jon2011
Attach file in Resolution
I very good options would be if you can attach a file when you type the resolution in the request. Best Regards Daniel
GL Code vs Cost Center?
We're trying to use the Purchase module and I have a question about GL Codes and Cost Centers. What is the purpose of each one? Is one used for identifying departments/sites and one for identifying assets or non-assets? Thanks!
Subcategory and Items are not sorted
Hi guys, We have this issue where the subcategory and items are not sorted in the Incident Template. In the Admin page everything is ok but in the Incident Template itself we have the unsorted issue. Has anyone encountered this as well ? How was it fixed. Thanks, Jon
Override due by date created by SLA
When incident forms are created, the requesters have an option to complete a timeline / deadline field for when they require the resolution to be complete. I'd like this field to be displayed as the 'due by' date as opposed to the system generated SLA one. I've been told that the resolution SLA / due by field cannot be edited and I wondered: - a) if any other users are affected by this b) if they are, whether or not they have found a solution A possible way around this would be
Report query does not work in MSSQL
The query provided to show time spent in http://forums.manageengine.com/topic/query-to-get-the-timespent-on-the-requests-which-are-open#49000005169121 I can't get it working in MSSQL - longtodate is not a supported function. Can you please provide a working version of this query? Many thanks, Dean
SD+ V8.0 Recent items
Can you please rechange the behaviour of "Recent items" default opened in stead of default closed? Best regards, MF
Assign Preventative Maintenance Tasks to a Group?
Hello. Can Preventative Maintenance Tasks be assigned to a group? Thanks.
random issue using firefox 5
When using firefox 5, the text into the field "description" (in service catalog part) is randomly displayed (with an admin login or requester login). The most "fun" is when login a service request, by pressing several time "F5" on the form, you can see the text appear and disapear. This issue only happen with Firefox, we do not have the issue with Internet explorer 9. Thanks in advance... Mathieu
local authentication not possible
We have enalbed AD authentication and also accidently have disabled the option that allows users to login local. We want to login with the local administrator user, but the option local authentication is not present. With the user administror we have no options to select for the domain. In AD anuser administrator is also present, perhaps that is part of the problem. Is there any way to enable login for the administrator user with local authentication ?
How difficult can it be to get a working SSL in place for SDP?
I am so frustrated! I just got off another call with Manage Engine support, this coming on the heels of having a Manage Engine person actually onsite. The problem? We can't seem to get a working SSL certificate enabled for Service Desk Plus. I've got a team of guys who can install certs all day long and have not had a lick of trouble doing so. Yet when it comes to installing a Verisign cert for SDP...and following the knowledge base instructions to the letter we're still sitting here with no working
Request History report
I am trying to run a report to get a complete history of the last years jobs, so can see when jobs were on hold, pending third party etc with timestamps. I have found the query below which looks like it might do the trick but get a java.sql.SQLException: Incorrect syntax near the keyword 'TRUNCATE'. select wo.WORKORDERID 'Request ID', (select CASE WHEN wohd.COLUMNNAME = 'OWNERID' THEN 'Technician' ELSE 'GROUP' END ) 'Changes in',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%d-%m-%Y %k:%i')
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