How to determine if a request has exceeded the agreed SLA?
We are busy evaluating SD and please need some clarification on how to determine if a request has passed the agreed SLA timeframe Example 12:00 Request logged with 2 hour SLA 12:00 Due date is set to 14:00 12:30 Call status is changed to �on hold� (Timer should stop) 13:00 Call status is changed to �open (Timer should start) Due date still shows 14:00. Should this not automatically be set to 14:30 to include the half hour the call was in a �hold� status? Current Configuration: Service Desk Plus standard
SSL Support
SDP currently supports any POP/IMAP and SMTP service as long as there is no SSL Encryption. For security, we request that AdventNet include SL Support in their considerations as most users are migrating to SSL encrypted communication systems
Alternative forms of advertising that works!
is anyone using alternate advertising like vehicle wraps? Car wraps seem to catch everyones eyes and when you controll prospects eyes you get alot more business. but is anyone know how to make money with a wrap? What target market are you hitting?
Forum Suggestion - Known Bugs and expected build - sticky
How about a sticky being put in here to cover the known bugs in the product and the expected release build that should address them. The reason I suggest this is that in a number of cases issues are identified and the support comment is a positive that it is now known and will be fixed either in the next hotfix, next update, minor upgrade etc. However to end users we have no idea if that means next week, next month or next year. That can then mean with each update the issue is re-reported and/or
How to get report to run daily to many email distro
I have create my own reports, Question is it has daily weekly monthly etc. But how do I get it to run each morning at 6am to many different email distro? So far I have to go in and manually do this? And maybe have it sent up to run yesterday with all the open issue , but show only the closed issue up to yesterday date, Not for every ticket that has been closed?
Deprtments in request view form
Hello. Can you add a column "Departments" in reqests view(Requests > All Requests ) in your next hotfix?
Critical Alert On LogIn
We would like an alert that was shown apon login stating what the critical alert is. (IE: Exchange server is down, etc)
LACK OF SUPPORT FROM ADVENTNET
Our organization has been trying to get a resolution to an issue with Mail Fetching since 1/3/2008. The service request ID is 6015158. Several phone calls for a period of more than a week have gone unanswered and we are left entering all our service calls into a system that was touted as automated. I would emplore anyone from AdventNet to look into this issue and get it addressed as soon as possible. Our continued lack of support from your organization is effecting my staffs ability to service our
No Custom Fields under Workstations
I have created a few extra Asset Additional fields that I need and under every other asset category I can find them. However when you go into Workstation you are presented with a different screen and all your fields you have created are not available. Does anyone know how to enable them or get around the problem some how.
Active Directory import - where to exclude OU's?
Hello I'm running SD+ version 6.006, and would like to test my AD import function. I have seen the option to include / exclude certain OU's from the import, but cannot find it. Anyone know where that is? Also, if a user account in AD is disabled, but their account is not hidden from Exchange Global Address Book, will it import the user into SD+? And, if I disable and / or delete an AD user, will it also delete the requester from SD+? thanks in advance!
Scheduled backups question
Looking at the config wizard there is an option to schedule backups of SDP. Our current config of SDP has a backended SQL database that is being backed up nightly. Does anything else need to be done to backup SDP considering the backups of the database we are currently doing? Additionally, there is an option to backup the "File Attachments" in the SDP scheduled backup. Where are the attached files stored in SDP? Thanks, Anton
SDP 7 - issues scanning machines
Hi, We are currently using SDP 7 build 7011. After scanning a machine i have noticed a few bugs. The first is that after the machine has been scanned, the software is changing the name of the machine and adding the connection-specific DNS suffix to the machine name, when it should really be adding the Primary DNS suffix. This is causing a major issue, because after it changes the name you can not scan the machine any longer because it can not reach it. You have to change the machine name back to
CAFM FacilitiesDesk @ the price of CMMS
Hi all, Here is an interesting news... ManageEngine's CAFM product FacilitiesDesk is offered at the rate of CMMS. Yes! FacilitiesDesk starts @ $995. Also FacilitiesDesk�s annual subscription fee for 5 supervisors license: $4995 is now reduced to $3995 Hope that was good to know. For more information on pricing pl visit our FacilitiesDesk online store @: https://store.adventnet.com/jsp/fp.jsp?filter=10032&p=ManageEngine%20FacilitiesDesk%20(Annual) Pl feel free to pour in your feedback and inputs either
SD+ Slowness and takes ages to load the request screen
Dear All, We are facing a serious issue with Service Desk since last few weeks and the application hangs now and then also takes ages to load/ refresh the reqeust screen. We are still using verison 6 with build 6014. We got 40+ technicians working and average of 120-130 Ticket per day. I am wondering whether its due to the heavy load? We also got a feedback from support team that it's due to the notification feature enabled. If any one have suggestion / face simlar problem plese advice to us. Thanks,
Can the find "Created Time" field when creating a
Hi , There use to be 'Created time' field for Advanced Filtering when creating a report. However, after upgrading to version 7, I can't find this field. We need to use this to exclude some request created on certain date. Is it possible to fix this in the next service pack? Regards, meg93zhen
FacilitiesDesk Released Now !!!
Dear Users, Managing maintenance & move requests, keeping track on the purchase & contracts of all your assets, having comprehensive details about your facilities & properties across different locations from a single console and making decisions accordingly is no more a tough task.... We are glad to announce the release of ManageEngine� FacilitiesDesk. FacilitiesDesk is a web-based Integrated Facilities Management Software Product Website : www.facilitiesdesk.com Online Demo : demo.facilitiesdesk.com
Active Directory users logging in - no import
Hello, As of the upgrade to 7 all users that are in our active directory are able to logon to service desk. Prior to this I had to import them first. For many this may be a convenience, however there are many users in our AD that should NOT have access to the helpdesk system. Is anyone else experiencing this? Not sure why this changed but it would be nice to have the control back. Thanks in advance for anyone's help.
SLA escalation to a group?
Is it possible to have an SLA escalate an incident to a group rather than to a specific technician?
CANNOT ENUMERATE OU'S FROM CHILD DOMAIN?
Hey Guys, Upgraded from version 7009 to 7011, and ever since we cannot enumerate OU's from my child domain so we can perform windows domain scan? It sees the domain controllers fine, users from child domain can logon to self service portal. Any advice? I have also sent support file to tech support for feedback.
Servicedesk database documentation
Is there any documentaton I can download in regards to the servicedesk database. I am trying to end user requests entered in the web page and transfer the information to Microsoft Team Foundation Server. I figured out that the WorkOrder table is where the majority of the information goes to, but I am having a devil of a time trying to find the Category, Sub Category, and Item information is stored. I believe they are template fields, but cannot find the table that stores the information and its relationship
Technician configuration problems - assign roles
On every technician other than myself I can assign the various roles, particularly the ability to approve the P/Os. On my profile I do not have that option. I am assuming that as the primary administrator this would normally be the default? However, if I issue a purchase order, I do not get the drop down menu to authorise it. I have to allow a colleague the permission and send it through to him for authorisation. I thought that it might be ta rule where you couldn't authorise your own P/Os but it
Assign To: quick job
When viewing the list view for requests is it possible to amend the quick job "Assign To" function to allow assigning (move to) a group queue instead of just a technician. We have a number of users that move between sites so therefore cannot setup jobs to automatically go to a queue and have to do this manually. This option would save us quite alot of time. Regards Mike
Tech cannot type in resolution or close ticket
I am new 30 day trial user. Setup ran great...customizations too. Question is what permissions should be setup so that a tech is functional without being true admin to system. My problem is that tech was assigned ticket but he cannot type in resolution or close ticket
Surveys do not work in Servicedesk plus Enterprise
We are using build 7009 of the Enterprise version of Servicedesk Plus. The surveys have never worked for us. The email gets sent out as expected and the user receives the survey. There is no space between the 'Welcome' and the person's name which looks un-professional. However, worse is to come. When the survey is filled in and the submit button is clicked we get the screen that I have attached to this post. As you can see 'Welcomenull' is at the top, which again is un-professional and what is worse
duplicate departments
Hi, I have hundreds of departments in my department list. Departments, that do not exist in my company. Whenever I import requesters from my Active Directory, lots of departments are duplicated. Departments, that do not exist in my Active Directory at all. It seems, these are departments, that come within the first installation of SDP See attached Screenshot for details. It is really hard work to delete over a hundred "accountant" departments just to find some of them again after the next import
Which table maps the resource id to resource category id
Please could anyone tell me Which table maps the resource id to resource category id. Thanks
Request closure by technician report queries?
Can anyone assist in creating or suggesting a report that could be used to determine how many requests have been completed in a timeframe by individual technicians? Basically I need to know who has closed what on an individual basis. Thanks in advance
Add application licenses
I'm testing out SDP v 7011, but have problem finding out how I add licenses and thereby associating them to scanned software. Anyone who knows? rmo :idea:
CAB -Ability to email new CAB member without mail to all CAB
If I add a new CAB member to a change, I want to be able to Send for Recommendation to a the new CAB member without mass mailing all the previous CAB members again. If the TO: field was editable on the current Send for Recommendation mail then I could remove the CAB members that I didnt want to receive the mail. Can this field be made editable ASAP? Can I do this in the backend?
Any news on the next hotfix release date
I read the article a while back describing the list of fixes due in the next hotfix. I heard it was due last week some time but so far it hasn't been released and we're keen to get some bugs squashed! Any news on a release date? Thank you.
Error trying to delete an item from the Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Error trying to delete an item from the Product Type
I Tried to delete the item Laptop and Server form the Asset Mangement - Product type and got the folllowing error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,206,544,804,211. Please can you tell me what this means.
Problem with Survey Reports
Running ServiceDesk 7.0 on MySql. A user will give a high satisfaction rating and total score will reflect properly in Survey Overview Report When running any of the other Survey reports the scores are low satisfaction. Overview.jpg shows the high score results. Dept.jpg shows the low values please advise
Import CSV files
Hi, I just had created news AD and SDPlus fields to import the CSV information to SDPlus. But when I updated it from CSV options it doesn't map the information very good. This problem will be fixed in next hotfix ? Thanks. Att Silveira
"Technician Availability Chart" in SD 7.5
Not sure where I should post this but I was looking at the 7.5 roadmap at: manageengine.adventnet.com/products/service-desk/roadmap.html and thought that the Technician Availability Chart was a good idea. However, it doesn't seem to let you say a technician is available in the morning but unavailable in the afternoon or vice versa. It would be really useful if this could be implemented as availability can vary during the period of a day. To see the chart look at the attached image. Thanks.[/img]
Backup schedule creating 24 copies each day
When I activeate Backup Scheduling, the system create a new back almost every 15 minutes. I want to create one backup each night. I selected 1-Day start at 23 Hour, 15 minutes. What is the correct setting to backup the database once each night? Clashise Howard
How create filter of requests by request type?
I want create user filter, for filtering requests by request type, but i don't find this field in the conditions. How i make it? it is possible?
Service stopping almost every night.
Hi All, We are running 7011 and periodically, usually every night or other night our service will stop, when we fire it back up everything is fine. This is rather annoying. What could be causing this?
Attachments on software assets
I need to be able top atttach PDF files to software license assets. I don't see that capibility currently. Any plans for the future?
Pls help me?
How to use "site" criteria in Business Rule? Who can tell me the right way??
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