No notification sent by SLA
Hi, I looked through the posts but none of them could help me. I'm currently running the demo version of ServiceDeskPlus. Now I'm testing the SLA functionality and so I created my own SLA (see picture below). As you can see the time limits are very short for testing purposes. The resolution time is set according to the sla. All technicians are associated with the right site. But I don't get any sla notifications. Other notifications (for example "request resolved") are working, so it's not the server.
Group request emails
Hello, I wanted to have all technicians within a group to receive new request notification emails. Currently, it would seem as if you have to add each technician to the 'Send notification to group technician(s) when a new request is added to this group' checkbox if you want them to receive an email when a request is put in. Is there any way I can add an Exchange Distribution Group to this list with all of the technician names instead? If I add the distribution group as the "Group E-mail" under
Unable to modify Techinicans - SDP Crashes.
2 Issues I cannot login locally on the SDP server using the local admin or a AD account (I can login from my machine using the admin account with local authentication) Secondly, I have 3 Technicians I seem to be unable to modify. I have recently upgraded from 7022 to 7509 (this problem was existed in 7022 and earlier versions) Never had a need to change anything so wasnt a drama. When ever I make a change to a technician (or even just try and load the technician to edit) SDP Times out - See Attached
Windows 2008 compability?
Is the current Release of ServiceDesk Plus (7.5) compatible with Windows 2008 Server and the upcoming Release Candidate? If not, is it planned that future SD+ releases (7.6?), will be compatible with Windows 2008 Server?
Problems/Changes (associations)
Typically, a problem results in the creation of a change request. Currently, a change request has the ability to associate problems and incidents to it, but that is as far as the product goes. Unfortunately, when a change is completed, all problems and incidents remain open, which requires the technician to go into each, and replicate much of the same data that is already in the change request (E.g., tasks, work log, etc.). In order to improve the product as an ITIL solution, I recommend the following
I would like to remove some adventnet links in SDP
Hi: There are some SDP links on the SDP 7.5 homepage that link to ManageEngine websits, like Get Quote， Jump To and RoadMap in Support .We found that those links are quite annoying , is it possible to remove it in any way? Ralph thank you
Requests vs Tasks/Projects
We have a senior administrator who believes that the number of open requests is the KPI of a tech department. We're working on changing that, but in the meantime we need to find a way to separate Requests from Tasks/Projects. For example, "my printer is repeatedly jamming" may be a request, but "deploy Vista-capable printers" or "reinventory hardware" aren't support requests; yet we need to keep track of that list. Question 1: How is everyone tracking the task/project type issues? Are you using just
2 databases
Hello, I want to have 2 différents database on the same server. Is it possible ? regards,
my myql.log is huge 4.5gb
hi I have just noticed that mysql.log is 4.5gb, last month it was 4gb, so it seems to grow by about 500mb per month i also found this thread from the MSP forum http://forums.manageengine.com/#topic/49000003510234 is it safe to delete or even disable? could someone from the support team get back to me on this please cheers
SD 7509 Workstation, Servers, product name only appears for servers and not workstations
hi all my servers are hp proliant servers, under the product type they are classified as servers and not workstations but when i click on workstations i cannot find them under servers but they are listed as workstations (desktops in fact) when i click on edit a particular hp proliant server under model section the drop down list is not filled out, when i click on the drop down list the proliant server type is not listed (but it does exist under products as product type server) when i click on edit
ServiceDesk Not Working After Applying HotFix 7509
Okay i stopped the service downloaded the hotfix and ran the update tool, browsed for the file and chose to update my engine from 7508 to 7509. IT created a backup and the installation went smooth and completed successfully at 100%. I then started the service and it starts pretty quickly. Later a splash screen comes up showing the progress of the start and it go all the way till i guess in the application layer at around 85% it hangs, the progress bar is not moving forward at all.] I restarted the
TimeSpent reports for Changes?
I'm looking at my timespent reports, and they appear to only show worklog entries for requests. Is there a way to include data from changes, or run a separate report that will show timespent data for the change module?
Pass-Through Authentication - LDAP
We use the Pass-Through Authentication feature with the Active Directory configuration... It would be nice to have this feature available in the LDAP configuration as well. The main reason for this, is the current limitation with the importing of AD accounts. AD import feature imports ALL accounts in the selected OU. The LDAP import allows for a search filter, which is excellent. So I suggest either of the following: 1. Add a search filter option (using LDAP syntax) to the AD import section -or-
KPI on intervention time
Hi, I would like to have a report on intervention time. I use custom report / tabular report / request then I select the fields request id / subject / urgency / priority / created time / completed time / responsed date I would like to have a KPI report based on the elapse time between the created time and the responsed date. The problem is as soon as you add a worklog or close the request, the responsed date is the last action date, but I need the first responsed date. Does someone can help me
Closing Request - Late redirect to Resolution
Hi, Because we have forced technicians to enter a resolution, recently alot of technicians have complained that when closing a request, they are redirected to the resolution section AFTER they have filled out a detailed "Comment". This comment could have taken 10 minutes to write, then only to be lost when the service desk redirects to solutions section. This entire part of the UI that is used on a daily basis should be fixed. I think when closing a request, and when solutions are required, then
SLA reporting
Hi, Please can you let me know if SDP can auto update a task owner on SLA status via email? This would be for a high priority task that has an SLA requirement and the task owner needs to be notified that the task in nearing the SLA deadline Thanks
SD+, OpManager, Netflow on the same server
Dear all, We have these 3 software installed on a W2003 server : OpManager Build 8022 ServiceDesk+ Build 6015 Netflowbuild build 7600 Each of them use a Apache, java & mysql process. Is it possible to migrate the 3 mysql DB into a new MySql server ? And in this cas, which mysql release should I install ? Thank you, Christophe
Problem Management
Hi, I've been using ServiceDesk Plus 7.5 for the last couple of months. I want to clarify something with problem management and how it is implemented in SDP. According to ITIL a problem is "...a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant." The implementation of Problem Management in
Survey Questions
Is there a way to make the Survey Questions mandatory? Some users are completing the survey but not answering all of the questions which is affecting the overall satisfaction level score.
Workstation Purchase Cost / Date & Acquisition Date
Hi, It would be useful if when filling out the purchase cost and date for a workstation, there was an option to also set the "acquisition date" field at the same time. Because at the end of the day, 9 times out of 10 these dates are always going to be the same and it would save having to fill the same information out twice. Thanks Tom
How do you handle purchase orders involving software?
I've never understood the purchasing of software. Let's say you want to purchase Adobe Acrobat 9 and you've never bought a previous version. The purchase order is going to ask you to define the Major Version from your managed software. What do you select? Do you wait until the software arrives, scan it on someone's system, mark it as managed, and only then can you properly create the PO and define the major version? How do you guys handle this?
API syntax help
I can successfully create a ticket by manually navigating to a URL in my browser. I need to go two steps further: I need to automate this via VBScript or something so I can migrate a bunch of requests from an old help desk system to SD+. One of the forum members (http://forums.manageengine.com/#User/jody.greene) gave me a good start on this. Instead of using an InternetExplorer.Application object, I'm considering using the Microsoft.XmlHttp object (which I don't have working yet), for the reason
Request Status/Update via e-mail
Is there a way that a user can request the status of a request or close a request via e-mail and not via the web portal? We have our sdp server behind a firewall and are not interested in opening it up to the world, but we would like for our customers to be able to send an e-mail and learn the status of their request. Thanks!
SMS Notification based on priority?
Anyone know of a way to only send SMS notifications via ServiceDesk only when a request is entered with a specific priority? For example, I want a a priority called "Emergency", and when a user enters a request marked as Emergency, I want an SMS message sent to all technician's mobile devices. I don't want this to occur with any other priorities. Thanks!!!
Reoccuring tasks
hi , i am trying the servicedesk plus and i was wondering how to create repetitive tasks , i want that each working day at 10:00 a new request will automaticlly created (for backup validations etc). is there a way ? Thanks ahead , Doron.
Change Request - Approval is mandatory
Hi Is it possible to force change requests to be approved before closing? I want certain types of changes to be approved by me (the line manager) before being closed. I can't figure out how to force someone to add the aproval? Technicians can raise and close changes without any form of approval being carried out! So my question is , within the software is it possible to make approval mandatory? thanks
Auto Responder
How can i stop the 'Acknowledge Requester by Email' notification being sent out for certain email addresses? I need to stop this responding to a certain email address, but to continue operating for all others. Richard
New users with SD+ have some question
I all, i am a new user of Servicedesk+ and i am currently in the stage of the configuration processs and have a couple of question to as: 1- I have a 5 technician licence and would like to give to 5 users of my domain but the default administrator seem to use one of the licence so is it possible to delete the default administrator or remove the tech licence from it ? 2- I have made some cutom entry into the built-in status but i am unable to delete the one already created is it normal because i don't
Adding Workstation Deletes Another One in - Assets Section
Hi, Im facing some weird probem here which orginated from 2 days ago when i did a full domain scan. 2 pcs are giving me this issue. These 2 computers are identical in hardware and OS. They are labeled 1. hr1 2. hr2 The domain name for them are same as their computer name above. Wehn i add hr1 hr2 gets deleted and viceversa. Scanning the pcs were problematic hr1 work great with global credentials while scanning but hr2 works only with local credentials; using global credentials fails with an error
High-Availability Services Desk !
Dear all , We're using services desk , but some time it's crash , i want install services desk with High-Availability , how can i do that ? Thanks alot of !
Missing column customizer
I have a technician who has somehow managed to reduce his requests/my pending requests screen to listing the created date only. The column customizer icon is also missing. How do I restore the default view for this user?
Preventing Re-Opening Of Requests
Hi, Is it possible to prevent requesters from re-opening already closed tickets. Thanks, Mark
Cannot delete items from Assets list
Hi, I imported our printers in a csv format but for some reason it has imported them into "product type". When i try to delete them from product type it says it is being used by a module hence cannot delete it. It was meant in import into the asset printers not into assets itself. I have attached a word document with a screenshot of where the printers are listed in Assets and the error i get when i try to delete them. Thanks.
No option for attachments in Resolution
Hi SD Plus tech, Problem: Attachments in Solutions will not filter to Resolution description area. I have serveral solution documents (.pdf) that have screen shoots. While building the the Knowledge Base, I used the Attachment feature for documentation. While in Resolutions, I click Search Solutions, find the solution, click Copy to Resolution, however the attachment with the instructions for the problem does not appear. Is there something I can do on this end to fix that? Thanks Mandisa
pass-through authentication with AD
Hi, I install a demo version o SD7 (last from the downloads). All works great until we arrive to authentication with AD. If I enable PASS-THROUGH when an user tries to enter it is inmediatly sent to a blank page. Any idea why this can be happening? Thanks
Double quotes in Site name
Hi! When the site name contains double quotes, Admin-> Technician section does't work! this line avaiSiteObj[avaiSiteObj.length] = new Option("LocalSite "Test"","3001", true, false); provide JavaScript error.
Turning off Remote Control Capability?
Hello, i had thought i saw that the remote capability feature was going to include the ability to turn this feature off, or allow tighter control of its use. At a minimum, we need the ability to have the user approve our connection to the machine. has this happened? i'm checking the 7509 Build in my test system and dont see any options to do so. here are the requirements that we need in order to use this feature. This is important to take care of so i dont have to purchase another license for
Change Time Spent report display format problem
The default Time Spent format displayed on reports is HH:MM:SS. I would like to show it in Hours with one or two decimal places. Every time I try and use the ROUND function as suggested in the Help Card area on the field MM2COMPLETEREQUEST I get the error message "Error while fetching ajax response : Unknown runtime error". If I try the calculation without the ROUND function, i.e. ((MM2COMPLETEREQUEST/1000)/3600) it works, but does not give me quite the output I am looking for. I would like to keep
Problem while fetching workstations in the domain.
We have configured the Audit settings in our ServiceDesk Plus 7.0 Build 7022, which should automatically add new workstations every 5 days. This seems not to work, as the System Log contains the following entry (every 5 days): System Log Message: THE-DOMAIN : Problem while fetching workstations in the domain. Module: Inventory Occured At: Tue Aug 04 16:26:17 CEST 2009 Probable Cause: - Performed By: System For the affected domain, the settings under "Windows Domain Scan" are all correct - when I
Extra field on Requests: Date last modification
I've searched for this request, did not find it however. I would like to have an extra field added to requests containing the date of last modification. And by modification I mean an edit to the request, or an incoming mail message for example. With this extra field I could sort my requests by this last modified date, so the requests that are most recently modified will appear on top of the list. Sometimes users mail a reply to an old ticket, it is reopened and the reply is added, but because it
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