Purchase Order approval
We are wanting to use the PO component of SDP, however, I think it's just too complex for our needs. Essentially, we have 5 technicians. We'd like to allow the technicians to be able to approve their own POs. But, when they submit their own POs, they have to manually go back and "submit approval." Then they have to go to their Home page, then click Tasks next to the PO, then approve it. Is there a more simplified way to do this? Can we create automatic approvals? We're not very big--just five IT
Notify a User Group when a service request is submitted?
When HR hires a new employee, we would like them to enter in a service request "Request to Start the Process Associated to a New Hire". Is it possible that a User Group be included in the notification that HR has made a new hire? We have a group of users, not just technicians, who need to be notified when HR make a new hire. Right now, it seems that I can only notify technicians when a service request is entered and that may be the way the program is designed. Thank you in advance.
Formating - Solutions
Had a quick browse and search for "Formatting" within these forums and seems to be that nothing is supported as of yet? Is anyone else out there frustrated when creating a new Solution, formatting paragraphs, spaces, text size, font type, it all looks as you wish, hit save and approve and the displayed reult is completely different!?!? i have started creating in MS Word and then copy/past into the solution, which seems to work slightly better, but still not as expected. Any other solutions
IE9 Support
Hi, Do you have a date when IE9 will officially be supported? The only problem we're having seems to be alphabetization of the dropdows, but it would be nice to get this fixed. Thanks, James
Chrome not put in correct order.
i have two browsers. Firefox and Chrome. With Firefox, category and sub-category when display the combox show in alphabetical order but chrome not work.
Prioritize custom images from /ServiceDesk/custom/ to ensure Corporate Identity after Hotfixes have been applied
I adjusted some of the image files of ServiceDesk Plus, in order to have a better Corporate Identity (CI) of our SD+ site. However, I realized after every Hotfix we apply, I need to readjust some of the images. This is very "unfriendly" regarding custom theming - especially because there IS a place to put custom stuff into! I'd like that you make SD+ using the files (especially images) from the /ServiceDesk/custom/ folder with priority against the files that are deeper inside the application
SLA Report for all technicians [past week]
Hi I am using MSSQL ServiceDesk Plus 8.0.0 Build 8011 I have the following query to display SLA details for the last week, the figures are slightly skewed "Total Closed/Resolved within SLA" and "Closed exceeding SLA" columns seem ok but the percentages are being calculated on the "Total Number of Calls" column I believe and I would like them calculated on the "Total Closed/Resolved Calls" column eg. for "Percentage within SLA": "Total Closed/Resolved Calls" * 100 / "Total Closed/Resolved Calls"
Hotfix 8013 Released
Dear Users, Hotfix 8013 has been released. Please refer to the annoucement for more details. https://forums.manageengine.com/topic/hotfix-8013-released Thanks & Regards, Srikrishnan
Hotfix 8013 Released
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / changes addressed in this hotfix ( 8013 ) release. http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Srikrishnan ServiceDesk Plus.
Tab change blank
By accessing the the tab changes is not presenting any information or even error. Thescreen simply goes blank Since the application was restarted. Version 8.0 build 12.08It happened with someone else? What is the possible solution?
Auto Close take into account business days set
I'd like the auto close feature (when placed in a resolved state will close after a certain number of days) to take into account the business days / hours set forth in the configuration. If I place a ticket as resolved on a Thursday and set the automated close to 2 days the ticket closes on a Saturday when we're not open. It would be nice for it to close, in this example, on Monday. [EDIT] And to close, in this example, after 2 days the request is set to 'Resolved' not 2 days after the "Due by Date".
Email
Hello Is it possible to send mails to 3rd parties, ie hardware or software support teams? If no is there a way around it? We would ideally like request be submitted, then an option where the mail can be sent over to a hardware\support maintenance company. Thank You
Can't send notify mail to anyone !
Hi guys, Now I'm deploying a service desk for a department, all is ok but the fatal problem is that it's can not send notification mails to others, I check the "Mail Server Settings", for the "Incoming/outgoing" setting , my "Server name" is our company's mail server, user name and password is my own mail account(mean this is my own daily works mail account, this is just for testing), POP/110 for incoming, SMTP/25 for outgoing, but it not works. i checked log(serverout0.txt), it showed as : log:
add sorting to report (query)
Hi, I'd like to sort this query (report) ascending by created time. Can you help me? SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",wo.CREATEDTIME "Created Time",ti.FIRST_NAME "Technician",pd.PRIORITYNAME "Priority",lvd.LEVELNAME "Level",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",wo.TITLE "Subject",wotodesc.FULLDESCRIPTION "Description" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderToDescription
Escalation
Hi, I need to escalate service requests based on service itself AND based on SLA. What I mean is (eg.): “Access request” for application is inserted on SDP (SLA High); Service Desk doesn’t resolve this issue; 15 minutes before SLA be broken the 2º line group responsible for this application receives the request; If 15 after SLA be broken and if the 2º line group doesn’t resolve the issue a 3º line group receive the request; 30 minutes After SLA be broken sub-director of this area receive the request;
wrong link for approval, after changing the service desk website
Hi, Our company has chaged the website of the SDP. Now when you send a request for approval, the link visible for the approver is starting with the old SDP address, is there any way to amend it to the current address? Mario
Hyperlink in Survey mail
Hello!! I would suggest that the email sent to the survey had a hyperlink in $surveylink. It is very difficult to get users to answer the research, even if they have to copy and paste link in browser. Thanks
SDP 8.0 : Search/Group by Custom Field
Hello I've added several custom fields (e.g. Room, cabinet, etc.) for my assets by importing such details from a CSV and I see that my assets are tagged with those custom fields (under "Additional Info"). However, I've observed that I cannot do the following: (1) Search for assets by Custom Field (2) Create dynamic groups of assets based on Custom Fields Are the above not possible? If not, can these features be provided? Regards Gavin
SDP scan of Brocade Switches and ESXi hosts
Hello I'm having problems in scanning Brocade Switches and ESXi servers using SDP 8. SNMP agents are enabled correctly and I can successfully query the SNMP agents on the switches and ESXi servers using an SNMP Tester tool on the SDP server. However, a scan using SDP fails. Does SDP have issues with scanning Broacade switches and ESXi servers? Regards Gavin NOTE: I can scan an ESX host, but not an ESXi host. ESXi hosts don't have an OS (service console), but do have SNMP agents.
Not able to recieve requests through email
Hi, We have had ManageEngine for a couple of months and it has been working fine. For a some staff we have to use Email requests because they cannot access the Helpdesk. This has been working with no problem but the last few days, we ahve not been able to recieve any requests through Email. I have reset the password for the account used to pick up email, reset the ManageEngine server, stopped and started fetching etc. but nothing is coming through. I have checked the account and the emails
column chooser
Hello. How can run column chooser in request window ? After choos only one colunm "create time" button column chooser in invisible.
custom fields in service desk
how can i find the table for custom fields added to incident templates in service desk. need to populate a large amount of data in the custom field i added to the incident request template. and also can i link two custom fields with a primary key in the mysql database?? thanks.
Common incident box in end user page
Can someone tell me what is the criteria for the common incident to show some data. Thid common incident is a box that shows up when a requester logs in
Access is denied errors
I keep getting access denied errors when attemting to perform SDP commands. UAC has been turned off. I am logged in as an admin. backUpData results in the following error: C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database started java.io.FileNotFoundException: SDPbackup.log (Access is denied) at java.io.FileOutputStream.open(Native Method) at java.io.FileOutputStream.<init>(Unknown
Service catalog: edit answers of questions in ressources
Hello my instance: SDP 8.0 build 8012 & MySQL Currently, I am testing the service catalog feature in SD+ I set up a service in the service catalog, added a resource with a 'check-box'-questions an added its options. I would like to edit an option, as I remarked that I made a typing error. (cf. screen-shot: Micosoft instead of Microsoft) Unfortunately, this is not possible. I have to delete the option an redefine it. The disadvantage of this action is that the order of my options is not correct any
Catalog Item - Description - Rich Text editor
Hello, I need to create a table in the catalog description (like that) row 1, cell 1 row 1, cell 2 row 2, cell 1 row 2, cell 2 row 3, cell 1 row 3, cell 2 Unfortunately, when I create it by copying/pasting from in exemple Word, the format change and breaklines appears. If I created in HTML source mode, the table is not well formed and when I try to change the design after saving the template, the description field is gone away ^^. What is the best way to insert table in rich text field? There is
Service Catalog SLA feature request
Hello. I'm trying to implement Service Catalog now. Need some assistance with SLA. When I used old requests with site-based SLAs, I could manage to inform our technicians about requests going to overdue with SLA escalation. In Service Catalog SLAs, unfortunately I cannot create site-based SLAs. And I have two options to inform technicians about requests going to overdue: Create ~500 request templates in Service Catalog, and on each template set up SLA corresponding to site. [my feature request]
Option to send notification off but system still sends
Hi we have disabled the option to send notifications to requesters when a ticket is closed. However the system still sends a notification anyway. This is very disruptive, for example we try to close a ticket, the system sends a notification to the user, but this user's inbox is full so we get a message from the System admin saying that the user's inbox is full. As a result the ticket is reopened. This happens anytime we try to close these types of ticket. And we would like requesters to have the
Service Category not showing in Column view
Hi , I have setup some service categories in the Service Catalog. Some of our techs are not seeing the "Service Category" column show up when trying to customize their column view on the Requests tab. I can see it, but they can't. It doesn't show in their column select list at all... Thanks,
Asset management
We are looking to extend our use of ServiceDesk Plus to manage our non-IT assets, furniture etc. I note that when editing an asset there is an option to add a collection relationship to a business service. I have looked for more information on this option in the documentation but it doesn't appear to be covered. Essentially what we are trying to achieve is to have the asset, for example a desk or chair allocated or related to a business service called furniture and then be able to report on all assets
Technician assignments stopped after upgrade to b 8011
Hi there, We have upgraded SDP from 8009 to 8011 before a while. After that time automatic technician assignments do not work in some part of software like business rules and service request templates. You have to assign technician manually as a second step after a request creation, although a technician selected in templates. This is really a problem for us because we have much technician setups in service request templates, and also in business rules those parse some words in incoming emails to
Weekly KPI over Time
I am trying to develop a ServiceDesk Plus KPI report that shows the number of open service requests per technician over time. Note that this isn't "Number of Requests Opened" but rather "Number of Open Requests on a particular day" The preferance would be a chart or graph that summarizes by week. For example: Open Requests by Week (As of Friday 1700) Technician Week 1 Week 2 Week 3 John 13 32 15 Kathy 12 27 54
Best way to deal with retiring and renaming machines
Whenever we remove a user's machine, we always rename the new one to the old name. We use the user's username as the computer name. So if we have a pc-jdoe using an Dell D810 and we upgrade him to a Dell E5520, the new laptop's name will be the same as the previous name: pc-jdoe. Before we setup the new machine, should we "dispose" of the old one? Set it to "in store"? What's the best method to ensure we don't get problems with our computer inventories? The old computer will no longer be on the network,
how to disable some AD user can't login to server desk ?
Hi all, In my company, the is a specific department that need to deploy a server desk for all this dept users, but other department users need not to login,and all the users are in a AD server, so, how do I specific only that dept user to login and disable other users ?(also we can change the port, but this not a good choice, furthermore, I delete the import user from AD, but this user can also login)
Visibility Of Incident Link To Problem
Am I doing something wrong or is it true that the visibility of an incident being linked to a problem or change is not obvious from the incident. If you open the actions drop down menu or do the same for the problem/change drop down selection you can see that it is simply because there is a detach action. Of course, you can also see from the problem or change itself but if somebody is assigned a ticket and is looking at that ticket to work on it or resolve it, it is not clear that a problem or change
Creating the new Service Catalog
Good Morning (in Brazil) Today I started creating my catalog of services, the more users I created can not view it, it can only view the default system. After disables can not view the guide catalog service. How do I release the new services to all users Please Help me best regards Dupim
Link between Problem and Incident
We would like to request that the search feature between problem and Incident be refined such that a search can be made using a combination of by subject, by group, by date range, by request type, by category, by status, etc. This would allow a user to associate an Incident to a problem by searching for the correct problem rather than scrolling through a list. The same feature should be available to search for an Incident to associate from the Problem screen. This would likely be useful for searching
Is is possible to change Browser title
Currently the browser title says "AdventNet ManageEngine ServiceDesk". Is it possible to customize this title?
SDP: i can't see the "Add new" link next to "choose product" when creating a new asset
Hi, i create a "Asset manager" role. This role should allow a person to manage asset an all associated sites. Do it is given full control on Asset, Contracts and Purchases. He has no access to anything else. Unfortunately while he can create asset he cannot create a new product along the way clicking on the "Add new" link in the asset tab. THe only way to create a new product is by creating a PO, even without completing it, and clicking on the "Add new" product icon next to the relative drop down
Help Urgent
Dear, we need creat a business rule in servicedesk based in "Site" information to assign assets to analists. It's possible include this information type?
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