newbie problems
if a particular that is logged hasnt been touch by the technician..can i send an email to his boss before the due time runs out how can i calculate the time it took a technician to solve a problem..excluding the time he put it on hold.. i need performance report on technicians for the past months i have a request that needs to be sent to a third party..i would like to kno the time it took the technican before he send it to the third party thank you..im new here..your help is highly appriciated..
time entry in resolution
Can there be a feature to add a time entry in the enter resolution screen please?
multiple requesters assigned to one asset
Hello, Is it possible to assign multiple requesters to one asset. there are several of these discussions years ago but no updates or new information. We have multiple users assigned to one PC because of shift work. Currently we cannot see if a request comes in which asset is that requester using. Thanks
Report for Software License Expiration?
Does anyone know if there is a way to set up a report for software license expiration? I'm trying to manage software licensing in ServiceDesk Plus, and I'd like to be able to run a report that would generate a list of software licenses by order of license expiration date. Any ideas?
Template assigned to Group
I have searched in here, but was unable to find an answer. Is it possible to create a template, but have only members of a specific (admin-defined) group have access to view/submit that template? For example, only sysadmins should be able to submit a request for a new server build. Can I setup a template that will only be viewable to Requestors that are assigned to the Sysadmin group? Thank you for your time. Shawn
not-auth in requester dashboard
I have a problem that in the requester dashboard overview some tables (like levven/priority e.d.) display "not-Auth". This is strange because when the user views his request he's is able to see these items. It probably is a setting but I can't find it can anyone help?
Service Desk & Exchange 2007 Mail Fetching
I am unable to fetch mail when using an account that is on an Exchange 2007 Server. Any help would be most appreciated Dave
newbie questions
hey..im new here..i got some questions 1. how do i calculate the resolution time for a particular job. 1.1 our business rule says that..jobs before 2pm is to be completed the same day and jobs after will be completd the next day. so if a request comes in at 3pm and a technician start the job at 9am the nex day and resolve the problem by 10am. the resolution time would be one hr..but if i do the normal calculate..its gives something like 20 hours..how can i change this. 2. someone make a particular
Re-`install SDP Error
I am trying to install OpManager. I previously was using the free version. I ran the uninstall from the Control Panel. Now when I go to re-install OpManager I get a message saying 'do you want to uninstall opmanager?'. I reply yes, then get a message telling me that the OpManager service is being removed. The process runs to completion. I then try to run the installer again, and get a message asking me if I would like to remove Opmanager. I then get a message saying the service is being removed.
Purchase column in scanned software
Under scanned software, even when I add software license, the column "purchased" still shows as "-" , but when I click the software to view in detailed, it is able to show the quantity of the "Purchased Licensed". How do I populate the "Purchase" column?
Users - Technician List - Deleting a member from site deletes from all sites
Hello, I am working with the demo SDP 8.0 beta and I have created three seperate sites and have all set as custom for their settings. In the Users - Technician list, I am able to choose association pull down menu and all are customized as they should. As soon as I say delete a technician who is in multiple sites, it deletes for all of those sites and not just for the one I have selected please help
Problem changing request templates
Hi, We've a problem when we change a request "request template" from one to another. Sometimes the request becomes uneditable, or simply doesn't change the template and frecuently the server cpu load reaches 100% without lowering until we restart SDP. Do you have any solution for this? We're using SPD 7.6.0 Build 7611 with MySQL DB
Usefull error message
We are having issues with our external email delivery, when i try to update our mail server details I receive the following error number. Error Code - 1,285,671,300,626. Anyone shed any light on what this means please.
re-installing service desk plus
while i am trying to reinstall the service desk plus build 7611 i am getting the following error. "A previous version of MAnage engine Service desk plus was found in this machine...." but my mchine dosent have any version. is there any specific registry keys that needs to be removed before re-installing... any help on this is highly appreciated.....
Sending update notifications to users once a task has been updated.
Hi there, I know this seems self explanatory but i just cant seem to get this correct. Once a request is logged by the IT Dept (me) a confirmation e-mail is sent to the user(s) involved. Now when i want to update the request such as a list of steps i have tried in order to resolve an issue i am writing all these steps in the work log but users do not get notified of this. Is there any way to send a confirmation e-mail such as "job xx has been updated with the following comments" by using
choose button missing in edit group page
I want to add one technician to the list of technicians who will be notified as "Send notification to group technician(s) when a new request is added to this group". The button "Choose" does not appear. I am using Internet explorer 8.0.6001.18702. I notice that it works with google chrome !
How to deal with multiple emails into helpdesk
Hello, I have several sites I look after and I wanted to setup seperate email addresses for each site. For example. helpdesk1@blah.com goes to site 1 Helpdesk2@blah.com goes to site 2 Is there a way service desk will see the email is different and automaticly send the job to the site the email was sent to? Thanks in advance :) Ross
SMTP Issues with Exchange 2007
I'm having problems sending e-mail through Exchange 2007. We are moving to that from a Lotus Notes system, and SMTP through that works fine. Also, SD has no problem fetching POP mail from Exchange. The server that runs SD has another program that sends mail. It has no problem sending through Exchange 2007. I show the communication log from that program below. I've tried to set SD's outgoing mail settings to match, but I've pretty much tried every setting I could with no luck. I also attach the support
%User% Parameter for Custom Views
Can you please enable a %User% type parameter for views and filters that will utilize the currently logged in user. This would be very useful, and it is already being done by the "My open requests", "My pending requests" type views so it shouldn't be hard to do. This would allow a filter such as Requester ID = %User% Joe logs in and the filter/view runs as Requester ID = "Joe" Bob logs in and the filter/view runs as Requester ID = "Bob"
Business rules using Additional fields
Hi, I have problem with Business Rules which I set condition with Request - Additional Fields. I created a request additional field (pick list type), called Supplier. Then, I created this business rule: Execute: when a request is created and edited. Criteria: Supplier is "Supplier1" Action: Change Status to "Onhold". When I create a new request with Supplier = "Supplier1", the rule works fine. But when I set Supplier field to "Supplier1" in a existing request, rule not works. I need another update
Using SMS massages to open Tickets on Service Desk
Hello, I have the 7.6.0 build 7602 release of Service Desk Plus, and I would like to know how can I do to make the customers to open tickets using SMS massaging? And what do I need to do to configure it? Also, how can I setup the Service Desk to make the technicians receive SMS notifications? I appreciate every help you can give me!!! Regards, David!
Multiple Outgoing Email Addresses
Hello SDP support, I would like to be able to assign individual outgoing email addresses to each technician. for Example: peter-support@domain.com jack-support@domain.com mary-support@domain.com So when they send their responses from SDP they have a bit more personal character. The requestor will know who it is coming from before they open the email. Right now some of my requestors tend to ignore SDP emails and focus on personal replies only. So we revert to using email clients which complicates
Scheduled Backup User Account
i am trying to schedule a backup to a network file share with service desk plus (7009). My problem is i dont know which user account to grant access to the file share so service desk has permission to write the backup file. Java.exe is running under the local system account so i cannot grant access to it and i do not see any way to specify credentials for backups. anyone have any suggestions
I need help.....
I just started to use this program ServiceDesk Plus and we have created an e-mail account named soporte. So when a user send a e-mail to this account, a ticket number is created. I have a question: Is it posible to configured that when someone send a e-mail to this account Soporte, I could receve a copy of this e-mail? Thanks a lot! Gláucia
Automatically assign tasks attached to a request to the technician.
Is it possible to automatically assign the tasks attached to a request by the task template to be automatically assigned to the technician who picks up or is assigned the request? There's another thread in the forums asking for a "checklist" of jobs - this is a great idea, especially in things like new user creation to simplify things for the technician. If you create a new user, a checklist for things like; Create AD account Check address info is correct Set up desk phone Setup voicemail Get mobile
Email: the ability to bcc and send to a third party
Can we have the option to bcc (in a message/reply) and also an option to send an email to a third party from the request. On occasions we need to bring people such as the ISP or a cabling company into the request and that would be useful. At the moment we hit the reply button and change the email address. Thanks
Notification template bug
When customizing a notification template, if you pick "Requester Phone" as a variable, it adds "RequesterPhone" and not "$RequesterPhone" so the variable does not work. It's easy enough to add the $ of course, but figured you would want to know.
Notify Group
We have several groups of technicians. Some have only 1 person in them, some have 5. We have business rules setup so a ticket will get assigned to a group, and an email will be sent to that group. If a user goes into a ticket that is assigned to a group, but has not been assigned to a technician yet and does a "reply" the email gets added to the ticket, but no email goes out. The only Notification rule is "Alert(or Notify) Technician by Email when there is a new reply from the requester", but
Preventive Maintenance
I currently have 2 PM tasks setup. When the time for the 1st one rolled around it did not run, so I changed the time from 0:00 (midnight) to 5 minutes in the future and it ran correctly. The 2nd one is scheduled to run at 0:15 on the 24th of every other month. It did not run as expected this month, but then did run at 15:15 local time. Exactly 15 hours later than I expected it to. Other requests that are entered show the correct created time based on the local time. Attached you can see screenshots
Major Release
Is there any news on when version 8 will be released? This is still tentative end of Sept. Shame that this is taking so long considering it was due about 3 months ago! Don't get me wrong, I'm glad it isn't being rushed out with a bunch of bugs, it would just be nice to have the tentative date updated when it has been and gone...
Tasks acording to request selection fields
Hi, Let's take as an example a new employe request. The requester should fill in what the new guy needs. So, I can add fields in the template for it. Example: Email account; New Laptop; Active dir user; Application 1, Application 2; Application 3; And I can add tasks for this "sub requests": Email Account creation, active dir, etc.. If the requester only selects Aplication 1, I need to "enable" ONLY the coresponding task. If the requester selects all aplications, I need to enable all corresponding
contracts managemet
please, could you tell me how can I manage the contracts information onmy helpdesk support.
Attach a request to a Software License
If we go to the Software Licenses we see Request Details. How can we attach a Request to this Software Licenses so we can see them here. ?
Login from own web page
I am trying to login to Manage Engine SDP from my own web page by posting the username and password using the method on the ME website. I am not able to and it is always telling me my username and password are wrong. Below is the code that I am using <form action="http://servicedesk/HomePage.do" method="post"> Username<input type="text field" name="username"/><br> Password<input type="password" name="password"/> <br><input type="submit" value="Go"/> </form> I guess I need to also include
How do I close a request via email in Service Desk Plus
We are in the process of evaluating Service Desk Plus (SDP) I've configured SDP to Send and Receive email. SDP is able to create and route new request via email. It will send an email to a tech when they have been assigned a request. I understand from the documentation that a Tech is supposed to be able to close a request via email. I've not been able to do that. I've included @SDP@ in the subject line and have tried @@Operation = CloseRequest@@ as well as @@Status = Closed@@ but the status remains
closing tickets
Hi We have noticed that when closing tickets we need a process for users to approve the closure of the job. To acheive this at the moment we are emailing them manually via the ticket. A better way could be to have a button to 'approve close' were the job would be put in a ready to close state with, a email notification sent that the job is ready to close. The user then approves/denies the close request via a link in the email which possibly sends an email notification to close back to the technician
Requester list
Hello, In adminitration panel, we can import a requester list from a CSV. I would like to export my current requester list in order to modify and then import it again. I haven't seen the export function. It's possible to export the requester list. Version of my helpdesk : 7608 Regards Bastien Futhermore, did-you have the exact release date of version 8.0 servicedesk ?
Can not update asset. Get message "Duplicate entry for
while updating asset I get following error "FAILURE :Database exception while updating the Workstation. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,229,510,288,119." I have attached support logfile
Reply from email client
Right now, 4 techs get an email when someone submits a support ticket. We can reply directly to the email in Outlook, it logs our reply in the helpdesk but it never emails the requester our reply. (I have notify requester on update turned on). the requester never even gets the automated notification about their ticket being updated. Sometimes we are away from our workstations and reply via our blackberries, we would like the requester to get our reply. We are on SD6 / 6011 also, if the requester
Nested Requests
Hi, I'm a new user to ServiceDesk Plus, so correct me if I'm wrong, but there doesn't seem to be any way to nest requests / tickets. I'm surprised to find that this feature is missing, as it's been available in every other service management package I've used. I would have though that every environment has the potential for major issues or outages that can affect multiple users (e.g. network outages, server crashes, etc.) and this obviously generates large volumes of calls to the service desk.
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