make it mandatory to Assign Task to Technicican
We need a way to make sure Technicians are assigning tasks to another tech all the time.
Password postgre
Regards, I need to know the password and the default port of the postgresql database in SDP version 9.3. Thank you.
Auto Assign Request Approval Permissions to AD imported Users
I am looking for how we can Automatically assign approval rights to manager accounts that are imported into Service Desk Plus from Active Directory based on an AD flag or Job Title. Is this possible?
Error Servicedesk+ App
Hey, When i want to change the technican in the Servicedesk+ app on my iPad ik get the error below. additional info: using a iPad 4, iOs 10.2.1 Servicedesk + app version: 4.1.2
Scheduled reports don't run after service stop/restart on v9.3.9303
Hi, We have an urgent issue with ServiceDesk Plus in that every time we stop or restart the windows service the scheduled reports all stop running. I’m running v9.3.9303 and build 9304’s release notes doesn’t mention anything about this being fixed. This happened on Friday last week but we only noticed it this morning. Regards, Andy Ps. This has been logged on the ServiceDesk Plus helpdesk on ticket # 8036611 just now.
is there a way to reset survey result?
We're still testing SDP and wondering if there's a way to reset the survey result(s) submitted as a test?
allow more than 1 associated change for one project
Hello We looked forward to the 8.2 version of SD+ and are happy using the project module now! In the project mgmt. module, one can associate only one change to a project, In reality, it is often the case that a project entails multiple changes. So we suggest to be able to: create new changes directly from the project module, in the same way as you can do it from within incident & problem module to be able to associate multiple changes In the same idea, we should see in the change module if a
System Update
Any way to remove the system update information... It currently shows an update, when we are already up to date. I'm assuming its because we don't have the proxy server information populated, but we would rather not do that. I would just like to remove the option of it even check for the system update.
Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of
SSO asking for authentication on web browser
Hi We have setup to test servicedesk as we are looking at buying the pro version, but we are having problems with SSO. The active directory has worked and can login via the login page selecting the domain as the auth server, but SSO will not auto authenticate, Even putting in the AD credentials of the users it will not login when prompted in the browser I have tried all the suggestions in the forums here and none seem to work far. Thanks in advance
Auto Populate a Field
Hi, Is there any way you can auto-populate a field or Resource Info section with different values ? We'd like to add the users Reporting To person in a field , is this possible ? $REPORTING_TO$ A
Stop Timer Has Yet Again Disappeared!
After performing service pack updates to go from 9240 to 9301 we have noticed the Stop Timer option under the Actions tab is gone! This seems to happen quite frequently with your service pack updates. Why? It is very useful. Did it get moved? Please bring it back!
Archive to a Archive DB
Is there any plans/method to archive to another database? The moment you have quite a lot of records, the files is getting quite big and if the archive data can be in a separate db, it will have a huge impact on reports, backups, etc.. This way you can keep your archives for a longer period not affecting your real-time data. Regards
Customize Request View Rows
Hi, Does anyone know if there is a way to either color code the rows (or even the text) in the Views for Requests based on criteria? Such as: If Technician = Unassigned then text/row color = blue; Priority = xxxxx then row = yellow; etc. We manage various technicians and groups so having them on on view tends to blend them all together with no easy way to see who has what tickets. Thanks for any thoughts or if it's possible.
How to configure the system to send a notification email to the technician when the request is due?
There is a way to set up the system so when the request is reached the due date, the technician will receive a notification email.
Approve.jsp pop-up page
Hi there, i want to show other approve details inside apporeve.jsp page. are there any chance of this? Thank you.
Activities Notifications
Dears , I am using SDP 9.3 latest Build MS SQL 2008, My questions is I noticed that there is an POP up when a technisian Open a ticket & another Technician Pick it Up Like Who is Working on the Ticket Near the status. This is Not appear Between a Requester & technician, another Note that If the Technician Reply to the ticket also an activity POP up appear on Requester Screen . why this is not Working Between Requester & Technician. Thank You
Granular SDP admin access
Hello, We would like to give one of our support teams permissions to create technicians in SDP, without providing them full SDP admin access. How should we proceed? Best regards, Demetrius
Edit login page of service desk plus
Hi, can I edit the login page of service desk plus?
Emails logged as tickets
Hi, I have just setup the ability for users to email in their issues and have SDP log it automatically. I would like to 'Template' these engagements as follows; - Mode is always Email - Impact, Urgency and Priority always low - Assignment is always to a particular group Is there a way in which I can do this within SDP?
Working hours over midnight cannot be set
Hallo! my company works in shift 05:30 - 01:30 (just 4 hours off during the night). 01:30 cannot be set as a valid value, because that is seen as before starting hours Can you work on it? Tks
Escalation to be assessed / First time response
all, we have a 30 min window for our First time response, and im wondering if there is a way to escalate to the technicians when there is 15 mins remaining I have set the following and i dont get notified Is there a way to get this notification Thanks
SD Plus Hide/Modify buttons
Hi, Regarding the layout of the main page in the SD Portal - is there any way to hide the two buttons on the top left of the page? Also, is it possible to modify the descriptions and wording of the 'Report an Issue' and 'Create a new Service Request' buttons?
Can someone share a MSSQL Query to delete a technician from the SQL Database?
I have (2) technicians that keep showing up in the drop down after they have been deleted. Can someone share a MSSQL Query with me to delete them? Thanks!
How to change scanned asset item to another type
Hi, I define a "copy machine" product type in IT asset. I want to scan copy machine with network scan with SNMPv2, but when I scanned that, scanned item put in printers. How to change this scanned item to "copy machine" type? َ Note: Also after rescan, shouldn't change to printer type again. Thanks
Software Management
I have been working with Service Desk Plus, specifically Assets. I have just started working with software. How do you know when something should be entered only as a Software License or when something should be entered as a License Agreement or when you should enter things in both.
Can't connect to ServiceDesk after installing new SSL certificate
I have followed the below article to install a new SSL certificate and configure ServiceDesk to use port 443 HTTPS: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html When I run the application on the server all runs ok. However, when I try to connect to ServiceDesk from any client computer, I cannot connect. Has anyone got any ideas? Gary
Apache Struts Vulnerability
We currently run ME servicedesk plus version Version 9.1 Build 9105 . We have been advised of the following vulnerability in the version of Apache Struts : The affected versions are : Apache Strut versions : 2.3.5 to 2.3.31 and Struts 2.5 to 2.5.10 Please can you confirm if this is a version used in our current build ? If so is there an upgrade to fix this; either just the Apache Struts version or the version of Manage Engine.
Create One Off Request ID (NOT using standard number sequence)
Hi, I am hoping to create a small number of "ongoing tickets" that will be added to regularly over a long period. These will not be user created incidents but specific items that we want to be able to track that will require multiple parties all remembering the request ID to include in the subject line of E-mails to ensure that progress logged. Our current range of request numbers goes from 19000 up to 24823. These manually created request ID's would ideally have numbers that are completely different
Monthly Report schedule question
Hi, I want to schedule the execution of a report to run two days before the end of each month. In the monthly scheduling options, I only see the possibility of the report being executed on a particular day, for example on day 31 or day 29, but how can I indicate that two or more days are running after the end of a month regardless of whether the Month have 30, 31, 28 or 29 (in the case of February) days. It can be done? . How? Thank's in advance.
Need to configure multiple stages of Approval
Hello Everyone, I am trying to configure multiple stages of Approval, but no luck. Can you please help me on this. Currently using the version of Your Version : 8.2.0 Build 8216
Anonymous access to Announcments
Hi all, Is it possible to provide anonymous access to the announcement page? We would like to reuse the details on an our Intranet page. Alternatively, could we put a username & password in the url string? Brent
9118 installers location
Hello, Does anybody know where I can locate the full installer file for 9118? I know where to get the service packs. https://www.manageengine.com/products/service-desk/service-packs.html However I am attempting to do a test upgrade from 9118 to current version, and because we have done a snapshot of our servers we've been advised to do a fresh install of the software, link to database and then do the update. However, the only installer files I appear to still have copies of is 9116 and it won't upgrade
CAB Member Report
Hi, I would like to create a report listing all the CABs and their members. Is there a canned report that these old eyes couldn't see? Best regards Dave
How to delete an attachment in archive requests?
Upgrading from 32-bit version to 64-bit version of Service Desk Plus
Hello there! I am looking to upgrade our Service Desk from 32-bit to 64-bit. I am currently on version 9.0 build # 9018. Will I have to perform each service pack separately to upgrade to the 32-bit latest version? Will I have to upgrade to the latest 32-bit version before moving to the 64-bit version? We are currently at several hundred users and a couple thousand tickets a day, and the performance is suffering being limited on the 32-bit server. Are there trusted guides to upgrading from 32-bit
Sites and Roles Issues
I have multiple sites and technicians assigned to their respective site. I want them to be able to assign a request to ANY site, but only be able to view the requests for their respective site. Is there a way to do this? Currently I am finding that if they are not in the site, they can not assign it to a group in that site, and if they are in a site, they can view all the tickets in that site.
Search error when language UI is set ITALIAN
When I try search asset in search field, result display solutions home page. When UI is set ENGLISH, search result is correct
Mobile client available Request Templates
Hi there, In the Mobile client when opening a new Service Request the requester is not permitted to choose Request template. Is it possible to have the ability to choose from a list all the available templates, like in the web application? We do not use the default template though we have created a list of templates depending on the type of the request. BR, MaryP
Mail Association to Problem
Hallo, It would be useful having a mail thread associated to a Problem, especially when external support is involved. I wonder if it will be possible to implement this feature.
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