HOW COME: Associate Incidents to Problem doesnt see my requests generated by "Service catalog"
I'm trying to associate an incident with a problem. But how come I only see the request that were created trough "requests/new incident" and not those that were created trough "service catalog"? I don't have this problem if I try to associate a problem with "changes" only if I try to associate it with a problem. So why is that and how can I resolve this matter? Thanks in advance zztemp
Remove a workstation automaticly by updating?
Hello everyone, I have a question and I will be pleased with the answer. Lets say there is a workstation in a company and servicedesk checks the workstations in a period of specific time. If the workstation removed from the company, servicedesk will remove that workstation automaticly from list of the assets after the last check??? Regards..
Groups are missing
This is probably something very simple but I have yet to resolve this issue. For some reason, when a technician is filling out a ticket, there are no longer any groups to pick from. However, when I go in to Admin tools > Groups, all of the groups are defined. Thanks in advance!
SDP 7.6 ticket correlation
Hello, is it possible correlate two or more ticket with another one? I tried the "merge" feature but is not usable because the tickets are merged to one. I need to related each others without lost the informations. For example a network outage can involve more services and the users can open tickets for any of them (mail, database and so on), then will be useful have the root cause ticket about the network and the other ones related to it. Thanks
Custom favicon.ico
Is it possible to have a custom favicon.ico in SDP?
Monthly breach report
Hi, I want to create a custom report that tells me the following information for the previous month only: - the number of calls opened - the number of calls closed - the number of calls currently open - the number of calls that breached their SLA's - the average amount of time it took to close a call We are using : Version : 7.6.0 Build 7611 Thanks, Steve
ServiceDesk Plus 8011 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 ( 8011 ) release. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp README for Version 8.0 Performance/Changes in 8011 (Released on: 25th April, 2011) Request In requests list view,
Report problem
Hi! Somewhere in the forum i found a report that sends to me such e-mail: Dear Administrator, Following inventory changes were identified during the recent audit. 1 tend-accept02.tende.net: ============================= 1. Memory Modules (Physical Memory 0) - MEMORYTYPE changed from - to Synchronous (SDRAM) 2. Processor (Processor Intel Pentium III Xeon) - Speed changed from 2925.0 to 2926.0 3. Uninstalled software -Windows Internet Explorer 6 4. Installed software -microsoft
What happen if My server is migrated to a new domain
Hi Support, Currently we are hosting the Service Desk Plus application and the database in a server . The server is joint to a domain A and now we are migrating this server to domain B . What will happen and What we got to do from our side. 1. currently in our environment we are using the Domain A credential to login into Service Desk Plus application . If we were to change to Domain B credential . what are the changes we got to do. 2. We have 300 tech license , all the technician uses
Bug with $RequestLink variable
I am using SD+ 5.5.0 build 5505. There is a bug with the $RequestLink variable in the email notifications. When I try to make a change to a notification template, even when I don't actually make any changes (open the template and immediately click Save), the link gets messed up in the database. The link should look like this in the database: <a href="$RequestLink">$RequestLink</a> Instead, it adds the server website address in front of it (in this case, the server is named svcdesk): <a href="http://svcdesk/$RequestLink">$RequestLink</a>
How to turn off Email templates
I would like to turn off some of these templates , how i can do that ?
CTRL+ALT+DEL Windows 7 with Agent installed
Hi, For some reason I cannot get ctrl+alt+del working on any windows 7 machine with the agent installed I noticed this was an issue in previous versions but was stated that would be fixed I am currently using build 8007 can you advise Kind Regards
Service Desk - Problem with Preventive Maintenance Tasks
Hi, I've got problem with preventive maintenance tasks. I've got 47 tasks and most of them are generated daily. They're monitoring steps and our daily processing tasks. I've observed that sometimes not all of tasks are automatically generated (!). The tasks were prepared instead of paper checklist and to monitor if every task is completed before overnight batch processing. (if not, there could be serious problem related to business). Please provide information where could I find logs of task generation
Hide requests for users and only visible for admins or certain users?
Is this possible?
sdp time problem
hello; SDP product is upgraded to the latest version has been problem-hours settings. If the client sets the clock and the SDP is the difference between the 8 hours. server time settings correctly
Which SQL versions are supported?
For version 7 which SQL versions are supported?
service desk 8 worth the upgrade from 7611?
hi i am quite happily running version 7611 but have noticed that i am now quite far behind given 8010 has just been released. in the past i have quite a few issues upgrading from 1 major version to the other (often did it around version x.03, 04 so perhaps too early) and have ended up wasting days in getting things fixed. so do you think it is worth upgrading from version 7611 to 8010? i am the only person using hte system, it is virtualised so will snapshot it before doing the upgrade but still
Software Audit - underlicensing
Hi, we are about to undertake an audit of our physical assets as recorded by ServiceDesk Plus and I have a question around how a product is detected as licensed/underlicensed: Does SD only consider a PC underlicensed if it has the state "In Use" or will it consider it underlicensed if it is in any state, including user defined states? Ideally, we would only wish to consider items In Use as requiring a license, not In Store. Thanks, Ade.
Spelling error
I'm running version 8.0.0 Build 8010. On the Contracts page, if you look at an existing contract, the Assets section heading says: Assets(s) And it should have a heading of: Asset(s)
problem sending notifications from a problem ticket
Using the latest build When I select the notification button in a problem, I cannot send the email. It seems like the smtp server being used is not the same smtp server set up in the administration>mail server>outgoing mail server settings Note that we can send email through incident tickets without any problems, just not in the problem module
Two Different Service Emails
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program. I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there a way we can have multiple emails for the service desk creating tickets? Right now, it's setup so that all emails come from HelpDesk@domain.com, but we have email configured so that all mail sent to HelpDesk automatically opens a new ticket. So, I guess that's really two questions:
Problem while discovering the workstation
Hello, Sometime while we are scanning the network at SDP, we are having problem while discovering the workstation message. When i check the troubleshooting steps. There is any specific troubleshooting steps for this message. What can be the cause of problem while discovering the workstation and related troubleshooting steps? Thank you.
Allow editing of contents of Pick Lists
Currently if you create an additional field (eg for an Incident template) you cannot edit the contents of the pick list. You can only delete and re-enter. It would be useful to allow an admin to select an item in a Pick List and allow it to be modified, for example to correct a spelling mistake.
Automatically add time spent to a ticket when set to resolved
At present a technician has to manually record the time expended on a ticket even though there is a timer running. This can lead to incorrect time being reported since a technician has the ability to record more or less time than actually expended. It also relies upon the technician remembering to keep an accurate record or to make an accurate assessment of time expended. So, IMO, when a ticket is set to Resolved, the time as measured by the timer should be entered into the techncian's work log.
Clearing Asset Discovery history
The Asset Discovery feature is extremely useful. However, if you are asked to perform an asset audit ad hoc, there is no way to clear the discovery history (although this feature is available for scheduled discovery tasks). If asset discovery is being performed over an entire domain, the history for that domain should be cleared before discovery. If asset discovery os for a single machine, the record for that machine should be cleared before discovery.
Sort work log
We would like the work log to be sorted by 'Executed Time'. Currently, it seems to list the work logs in the order that they were created. Please and thank you.
manual "response" to requests
Currently the only way to respond to a ticket to meet SLA is to send an email. We need to be able to respond by either adding a note or clicking another manual button for example as not all our customers have email addresses registered and 90% of our calls come via the phone and our response could be a return phone call or remote access. Currently we are unable to report on response SLA due to this limitation. It would be ideall if something could be implemented to address this in the very near future...
Do not sort Urgency list alphabetically
Currently the Urgency list is sorted alphabetically - High, Low, Medium and Urgent. This is not logical since you would normally list them as: Urgent, High, Medium, Low I have had technicians and users saying they find the current set up confusing and difficult to follow because of the alphabetic ordering. I suggest that you remove the alphabetic sorting.
Query report_User Details
Hi, Please provide as a query which will provide the details of the technicians with their roles assigned. Thanks in advance Silsha
Tasks assigned to a Request
I have a request template for employee termination. In the subject line of the request I put the employee's name that is being terminated. How do I get the subject of the ticket into the assigned tasks that are emailed to the assigned owners so they know which employee to perform these tasks on? All that is emailed right now is the description of the task.
Choosing technician off a template does not save the technician after 8.10 upgrade
Hello, After upgrading to 8.10 we noticed that when we choose a technicians name from a template then save the ticket, it does not save the technicians name. The technician has to then go into the saved ticket, drop down the technician field and choose their name again. This was an issue that only appeared after upgrading to 8.10. This does not happen for the administrator account. Any suggestions on where to start with this?
HOW TO: view logged in windows username after asset-scan
I'm testing this tool and came up with a question. So what i'm wondering is the following: At the moment i've added 10 desktops. I have linked testdesktop 1 to user 1, testdesktop2 to user2 and so on. Now how can i retrieve the account on which the user logged onto windows ? And how can i immediatly say after the logon-scan, link the logged in user to the assed that has just been scanned? So if user1 logges in on testdesktop1 in the morning and he logs on on testdesktop 2 in the afternoon, that desktop
SSO via a separate authenticating application?
We have a need to authenticate users via a separate web application then pass the user on to other trusted web applications, one of which is ServiceDesk Plus. In other words, we need SSO where another application is performing authentication, then (for example) passing the trusted token on to ServiceDesk. A federated security solution looks like it might be a good fit for our other applications (for example Windows Identity Foundation services) and I wanted to know if this could be made to work
ServiceDesk Plus 8010 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 Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Following are the list of issues / enhancements addressed in this hotfix ( 8010 ) release. Enhancements in 8010: Home SDF-36468 : Based on globalconfig table entry, PendingApprovals in the Home tab will
Merged ticket still firing group assignment not picked, and SLA response due notifications
A technician merged a ticket into an existing one, but the newer (now merged) ticket is still sending out notifications that it has not been picked up, then that its sla response is violated. While there are a number of ways to handle notifications that would be legitimate, I don't feel this is one of them, as there is no way to access the merged ticket and supply a 'response' event or 'assignment' event to turn these notifications off. Do you have any advice? /kdl
Forward Schedule of Change
while change completion dates show up on the scheduler if one views the assigned technician, it would be helpful to have a view of changes from start date to completion date, all in one view, by team, or by technician assigned. Changes would be represented by a bar extending from start to end date. If multiple changes were assigned to a technician this would be apparent from viewing the by technician view. If one adds change resourcing with a percentage utilization system field to change mgt one
View Request by Last updated time-stamp
Are there plans to add the option to view request in the order of the last time updated(last note, e-mail sent/relay...etc) It would be helpful for myself and others to be able to sort the request for all my techs by the time tickets had any last update. I've seen other request for this feature (http://forums.manageengine.com/#topic/49000002673411) and it was one of the reasons we went with Service Desk Pro as our helpdesk solution. Is this still on the radar(soon) or has it been scratched? Thank
Busines rules: Routing mail ticket to SITE
Hi, i have set up various mail address aliases for different sites. Something like "support.site1@domain.com" or "site.site2@domain.com". All aliases point to the same mailbox which is the one SDP fetch from. That is working fine. Now i'd like to route those mail ticket to the right site tecnicians, but i don't know how to do it. In the business rules the only way i can intercept these mails is in the "Default Settings" site. Unfortunately as i interecept them I don't have a "Assign to Site" action
Triggering a custom script upon an event
Hi, Our implementation team has an initial thought of extending SD Plus by means of a custom script that will be triggered upon an event in SD Plus. (Creation of a ticket request etc) The custom script (construct a SOAP/XML-RPC/REST request) should be able to retrieve information from a created/updated request in ServiceDesk Plus and send it to an external system Will it be possible to achieve this? Thank you so much.
Responded time
Hi, I was wondering if this is something that can be reviewed and looked at in a later release or if anyone has any further comment. We need to report on Response Time SLA's - a ticket will be logged by a user either via phone, email or web. Our response SLA is based on when a technician actually responds to the request to start work. I have noted that the system only populates the Responded to field when an email is sent from the request - that is from within the request the tech replys to an email
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