Show Assets associated to requester in self-service portal
Requester want to see the list of assets belong to his/her. Currently during creation the request, user can see his/her assets. Does this tools have any option to see detail about assets belong with his/her? Like “My Detail” page requester can see the details information other that assets.
Multiple technicians picking up ticket
When a tech picks up a ticket and assigns to self, another technician can unknowingly pick that ticket up without a warning or anything. It does get confusing especially in a fast paced environment with multiple technicians trying to pick it up. Apparently there is a feature that's supposed to pop up saying its already assigned but it works 1/20 times. I've worked with older ticketing systems that notify the technician immediately if it already assigned. Anybody else have this issue?
Servicedesk Plus 8.2.0 Build 8207 to latest Version
Hi, Was wondering whats the best way off going to the latest version. Currently on Version : 8.2.0 Build 8207 If someone could give us the upgrade path that would be great. Thanks Keith
Unable to send replies from a request to other domains
Hi there, We are having issues using the reply function as a request when we want to send to another domain. Currently we are setup with trusts so we can email through to other domains, we are able to email through our email applications etc etc (so i know it works), however we get a "send notification failed" when we try to do it from MESDP. We manually type in the email address e.g. john.doe@anotherdomain.com, again this works through our email client but not MESDP Regards, Willus
Missing Shutdown shortcut
Hello community, is anyone can tell me what path to use for the ServiceDesk Plus Shutdown shortcut? Just can't find it Under Windows Server 2012. SDP 9.1 build 9116 Install Path: C:\ManageEngine\ServiceDesk_Prepresse\ Thank you
Make the browser back button useful
Please make the browser back button navigate back across tab selections as well as list filter results. As it is now the history is broken because although tab selections are recorded in history, the back button does not actually switch tabs. It would be an enhancement to make list filter results work with the back button. Now, navigating back goes to the entire unfiltered list. Thanks, Tom.
Change template of the already open request
Is there a way to change the template of the already open request? I need to automatically assign tasks templates depending on the category and subcategory. (SD Ver. 8.0)
Conversation icon colors
After the 9117 update, the conversation icon is now now working correctly. Before it showed red when you were needing to respond the the requester and green when you sent am e-mail back to the requester and no color when the ticket was first opened. Now all tickets show green with no conversation, and the colors change in the opposite manner than they used to. For example, it now shows green after the requester e-mails back in the conversation. This is now not very intuitive and hard to use.
Assign requests on status change
Hi, Is it possible to automatically assign a request to a support group when a request is placed in a particular status? Our company would like it so that when a request is marked as 'Resolved' (status), it should be assigned automatically to our 'Service Desk' support group. Is there a way to do this? We are using build 9112. Thanks, Daniel Comley
Lose connectivity to ServiceDesk if you log out
Hello, We are currently having an issue with versions 9116, and 9117 in our DEV environment, which did not exist in version 9112. (the version we were at before going to 9116) On a Cisco AnyConnect VPN connection: Start with ServiceDesk webpage open (in either chrome or IE11) working fine and a ping ServiceDesk -t in command prompt with steady replies. Log out of ServiceDesk webpage, and log right back in as the same exact user (or different) with advanced domain correct and password correct, the
Requester re-submitting an approval
Dear All, Is it possible for a requester to re-submit an approval request if the the request was initial denied? For Example: New starter to the company, request is created within the department and sent to the departmental manager for approval prior to it being allocated to IT. If this is approved, the flow works well. If the manager rejects it for a reason such as 'More information is required or not fully completed', can the requester then update this request and resend to the departmental manager
Labor and training in the purchase module?
I was curious how everyone is accounting for labor and training on their purchase orders. The product types (Asset, Component, Consumable) don't feel like they total account for this.
AdventNetServiceDesk Failed when change db server to MSSQL
Hi, We are having a problem when try to change db server from pgsql to mssql. We installed a new instance of SDP with pgsql and it start fine then we try to change db to MSSQL but when we start (run.bat) SDP we got this error AdventNetServiceDesk Failed. Could you help us please. log are attached.
Hardware info report
Dear support, I need to create reports,Please help me out. Report to show Hardware information (Employee name ,department,Device type,Memory,CPU,OS,Disk space,card Network,card Screen,Serial number,type pd screen,serial number of screen)
Hide additional fields picklist value
Hi Is it possible to hide incident - additional fields picklist values? - Regards, Pramod
Has anyone used LogMeIn as their remote tool via SDP?
Hey all, I've seen some threads regarding setting up variables for using TeamViewer as the remote tool within SDP. Has anyone done anything similar with LogMeIn? If so, how did you do it? I'm assuming whatever the solution is would be Windows only? ManageEngine references LogMeIn here: http://www.manageengine.com/products/asset-explorer/help/scanning_it_assets/remotectrl-tools.html
[Assets CSV Import] Assign Date
Hi all, is there any way to add the [assign date] as a field when importing assets from a CSV file ? I mean, we have an inventory file with old assign dates of assets to employees, but in the current possibility of import the assign date will take the current server date and not the effective date assign date, which is a very disturbing thing which have to be adjusted manualy ! only if i don't know the correct way to import assets on SDP ! any idea please ? thanks to all.
Business Rule Notification
I have a business rule defined which auto-assigns requests to a certain group based on the request's category. This business rule is also set to email the technicians when the business rule is executed (box is checked, technician names are selected). However, when the business rule executes, the request is successfully auto-assigned to the group, but the listed technicians are never notified. All other emails from ServiceDesk Plus are working. We're running build 9107.
Deleted Projects
One of my users has accidentally deleted an entire project that they have worked hours on to configure. Is it possible to recover projects? I checked the system log which shows when the project was deleted but there is no way to recover it from there. I also checked the trash bin but only request can be recovered it would appear. Please, can we have the ability to restore deleted projects in a future build? Thank you, Ryan
Report - Service Request + Approval data
I need a report like this bellow: With Criteria: Approval Stage Status = Approved Request Type = Inclusão [Brazilian Portuguese word] Possibility to filter date Thanks for help SDP 9112 MSSQL
Content variables on Incident templates
Hello. I would like to know if the following scenario is possible. I created an Incident Template for Firewall requests and added a new field to the template called ip_address I checked the content variable on the Notification Rules and the new field was there, represented by $UDF_CHAR10. So, on the Incident Template, in the Subject field, I would like to show the following text: "Firewall request for IP: $UDF_CHAR10" Is this possible? I'm not being successful because the emails are arriving with
SOLVED: Report Project % completion
Hi Guys, How can I take one % of Project completion based on tasks % completion? Thanks,
Watchlist for requests
Hi there, Our technicians have requested that some sort of watch list be added in an easy to access location that populates with all the request/problems/changes that they have been assigned to at some point in time and/or added notes or resolutions too etc. This will let technicians have full visibility and allows lower tier technicians to give requester's quick updates on their tickets that have been assigned to higher tiers (we don't use Self Service Portal, on this we would like a way to fully
Ticket Description to be added in Task notification
The ability to add "Ticket Description" and include it in Task notification email, so the technician responsible for the task resolution should have an idea about the original ticket, we have tried to add " $AssociatedLink " but it won't work for all technicians specially for people who has no access to this ticket.
How to clear database ServiceDesk Plus
Hi: I want to clear out the ServiceDesk Plus database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
Customizing Quick Actions/Quick Create
As the ServiceDesk Admin, Is it possible to customize the Quick Create option? I was able to customize a quick ticketing option for a different product "HEAT" as the HEAT Admin. We would like to create a simple and quick ticketing option for such things as "password change" or simple calls that need no explanation yet we need to document the Incident/request. ServiceDesk Plus 9.1 Regards Jimmy
Unable to assign ticket to technican
HI, unable to assign one technician to another technician
Service desk import
Hi, Can anyone tell me if there is a way of importing tickets via .XLS without the Created By column being populated automatically with what ever user i am using to import?
Email commands
A few things about email commands in SDP; Would it be possible to allow email commands without the flag in the email subject? Would it be possible to log any email commands processed for a request in the request's history? Would it be possible to remove the commands from the body of the email as it goes into the request? Also; is there a full list of available email commands posted anywhere?
Some issues with New Incident when choosing template.
Our technicians often make new requests using some templates. And when they are trying to save any changes in the form - a problem appears. "Add request" button doesn't work, however all necessary fields are filled. This button looks like inactive. What we can do with this? Thank you.
Clear database for ServiceDesk Plus
Hi: I want to clear out the ServiceDesk Plus database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
SDP Custom Views on Request Tab.
I am trying to create a custom view that our Help Desk Coordinator can use to make life a bit easier managing request flow and SLA breaches. I have been trying to do one myself, but getting correct items on the dashboard is eluding me. I'd like a custom request view on the dashboard of all unassigned requests as well as requests that are approaching (or breached) SLA. Any ideas? Jason
Preventing Technicians from viewing tickets for a Support Group
Hello, I've created a support group and added technicians to it. I want to prevent technicians from viewing tickets assigned to this group. One issue, admittedly poor planning, is that all of our technicians are able to see tickets for all of our sites. I am ok with recommending the a change to this policy however would like a best practice perspective from the ME support group.
Decimal fields being formatted as currency in reports
Hello, We have several custom fields that are configured as Decimal. Since the update to 9112 these fields are being formatted as currency in our reports. Please advise how we can resolve this.
Hide Radio Button in front of the task
Hello Is it possible to hide the Radio Button in front of the Task in the Home Screen? It is a huge source of error. The technician wants to open the Task and clicks the Radio Button instead on the name. Then the Task will be closed immediately. I'd like to hide this nice Feature. Regards Markus
Notification to specific people when Service Catalog option is submitted
Hi there, We have a Service Catalog item under User Management which we use for people leaving the company. When the manager submits the request, we want specific people notified so that they can perform other tasks. These people are not technicians though so we cannot create tasks for them. We wondered if we could use Notification Rules to handle this but can't see how you can set up your own notification rules. Any suggestions how we would achieve this?
SMS Notifications
Where under admin is the configuration for SMS notifications for service provider ??
Software Suites with common components
Hi All, I'm after some guidance/opinions on software suites. I have several examples of software where we have different editions of the same software; Adobe Creative Suite Design Standard 6 and Master Collection 6 is a good one. I have created these as suites but i can only add common components to one suite or the other, Adobe InDesign for example. So licencing is OK on one suite but the component software shows as under licensed for those machines which have the other suite. Is this a known issue,
SLA Escalation notification emails generated for unknown tickets.
Hi, we are getting SLA escalation notification emails for the calls which is closed within the resolution time. And apart of that SLA notification ticket ID and original ticket is mismatching. For unknown reason SLA escalation emails are generating randomly with some tickets. Please help us to solve this issue. Thanks, Arun.
Import old service desk but created by says administrator
I am currently building a service desk for the company i work for, i am importing all the tickets from SharePoint to manage engine using an .xls, I have all the fields matched and importing ok except for the created by column, as i am logged in as administrator it keeps putting administrator all the way down the column instead of who is in the .xls, i have created all the technicians to match to this column but still no luck, this may have been asked before but i have searched and cannot find it
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