using comment box in user survey
Hi, is there is a way to use a text comment box instead or in addition to the satisfaction levels for the survey questions while defining the survey in SD+, as we wants to get the users comments of some points through the survey, thanks.
empty notification when creating a ticket
Hi, Is there a place where I could get what is behind this empty notification ? It occurs when I create a new ticket. Thanks in advance
IE^ warning bar. how do i get rid of it
how do I get rid of this please
Asset information is lost when Product Type is changed from Workstation to Laptop / Desktop
Dear Support, I am trying to categorize the desktops and laptops from the default Workstation container and move them to a different bucket called Laptop / Desktop. This move is purely based on their product type, model and when I do so, all the information it fetched from the first scan is lost. Also when I try to re-scan the asset, it throws an error as "FAILURE: Problem while scanning workstation." Could someone please help me with this ? Thanks, SK
IE6/7 warning bar.
Can anyone please tell me, is there a way of removing the warning notice on the to of the page re ie 6-7.
Which db table is Serial Number stored in?
I'm trying to find the database table that asset serial numbers are stored in. Nick
API bug when updating custom fields
I've already communicated this bug to support a few weeks ago but also documenting it here for exposure and to see how others are updating SDP via API. Bug: When updating an asset or computer custom field via the api, Service Desk will change the model and product name to "Unknown Workstation". We are using ForeScout CounterACT to determine numerous compliance metrics on our endpoints and then updating them in SDP in realtime. For example, ForeScout will determine if a computer is compliant with
Custom Theme page does not refrect current setup
It is much better if custom theme editor is start with current set up. It only show default and editor. Editor is always tart with black and white theme. Even if I want to change one part of it such as some text colour, I need to do start over all settings.
Add Technician as Criteria for Business Rules
It would be better for some automation to be able to set actions based also on the assigned technician. In our scenario, there are incidents we can predetermine to which specific technician will a ticket be assigned based on the business rules. However, our challenge is automating the level based on the predetermined technician names. What we would like to see is if ever a ticket gets edited with a technician being assigned,via business rules we can automatically set the level as Tier1. I tried checking
How to manually import asset explorer results into ServiceDesk?
Hi, We are currently in process of configuring CMDB in v9.0 in order to migrate from v8.0 to a nicely pre-structured servicedesk architecture. Have been utilising the AssetExplorer tool. This is great with hosted servers, now we need to run this on external servers off our network. Can install & run the tool fine but ServiceDesk host will not retrieve the results off the network. On the external Assets we have the agentdata.xml file with all the results ready to be imported; wondered if there was
Incident Description Problem
Hi, after update to 9024 I cant enter any text in Description when I want to create new incident also I can't make any change in default incident template please help me to resolve this problem
Dynamic Field in Incident Template
I was wondering if you could implement Dynamic Fields in an incident template. A user\technician is creating a new request and chooses a group, we have General IT support, Cad Support, Sharepoint Support and Infor Support. Depending on what group they choose the category option appears, then after selecting a category the correct subcategory appears. Another upside of this is that you can make a subcategory and assign it to multiple categories instead of how it is now. i hope you could do something
Change Department field name
Hi I would like to change only the Department field label (the CI type of Support Group), when in requests/changes/incidents and changes and here are quite a few in translations. Is there a way that i can run a query against the DB to change just the one field label? Thanks
Is there any way to create a Service Request from an email?
We have electronic forms which send their outputs to ServiceDesk Plus. We'd like to be able to automatically process these to create Service Requests using email commands/business rules etc. Then we'd ideally have ServiceDesk Plus fire off approval emails, assign to the right technician after approval etc - it would be very low touch for the Service Desk team, but a good way for us to track requests raised etc. I've been experimenting with this, but I can't figure out how to get it to work - I can
Duplicate requesters and Technicians
Hi, I have the following situation. When importing new users, the SDP duplicated requesters and the domain, getting as MYDOMAIN.LOCAL. I deleted the users and the domain, however, a strange thing happened. For some reason the technicians were created again as requesters with the existing NETBIOS domain name. My problem is that if I delete the requester referred the technician, they lose access, and if I delete the technician and transform the new requesters into technician I lose the association
Asset scan status: failed
We been having this issue for a while now mostly on laptops, it always failed when trying to scan from helpdesk manually, however, I did install the agent on a laptop and it was able to scan it, but after restart the scan failed again. Our laptops are connected sometimes to our wireless on a different sub-net, but when they are in the main network they still failed to give status. Please help. Thanks
Can you provide the procedure to migrate from MSSQL to MYSQL please
We are on build 9.0 build 9016 and the database is on an instance of mssql 2008 r2 Many thanks Chris
Change Ticket Workflow
For our change control process the Submission and Planning stages are done together. Does anyone know if there is a way to configure the Submission stage to go right into the Planning stage without the need for approval?
Is it not possible to add/update assets via the REST API?
I want to start using SDP's REST API. I noticed it doesn't seem possible to add/update workstations/assets via the REST API, but it is possible to do so with the Servlet API. I just wanted to confirm this. Also, when updating an asset/workstation via the Servlet API, what value does the parameter 'associatetouser' expect? Is this the full name of the user? The user's log-in name? The user's username? http://www.manageengine.com/products/service-desk/help/adminguide/api/asset-attributes.html#add_updateworkstation
Disable specific file Attachment extension
Hi; I want to block some file formats when opening due to new security demands. (HTML files, for example) Is it possible to do this?
Disable Advanced Change Workflow
Is anyone aware of a way to disable the requirement for Change Manager approval at each stage of the change request process? We recently upgraded to ServiceDesk Plus 9 and don't need each individual stage of the change to be approved. We basically want to make it work like it previously did where it only requires approval from the change manager one time after the CAB has approved.
using F5 SSL
Hi, I want to use F5 to manage Servicedesk SSL. So Servicedesk server will listening to http. All users will access Servicedesk url will go thru F5 (https). I manage to get the SDP login page using this method, but I click login button after put in id and password. The page will redirect it to http instead of https. Naharuddin Great Eastern Life
For IT eyes only...how do we keep the user from seeing everything?
We are having some issues with keeping visibility of attachments and updates to Requests from the Requester. We would like to see an IT Communication option, and, an option for attachments that would allow us to keep communication private (notes can't fulfill screen captures or attachment needs). To have a check box for attachments to be marked as "Share With User?" otherwise, keep it private (within IT) would be really nice! Anyone have any best practices or suggestions for us - we are 3 weeks
Service Desk Plus Dashboard Calandar
Good Morning all, I have recently upgraded our service desk to the most current build and one of my Techs notified me that the calandar on the Dashboard is showing all tickets that came in yesterday, Monday, as being processed on Sunday. Anyone have any ideas on how to resolve this? I have searched through the Admin menu to no avail and could not find any related issues on the forum. Your help is appreciated -Dan
SLA
Dear Support , Want to ask about SLA , How many SLA I Can Create ? SLA based to Priority or Group ? Thank You
Set "on hold" to open after time
Is it possible to set a date where a case "on hold" should be set status "open" again? E.g. waiting for customer reply, set "on hold" for a week, awaiting response. On response the case is reopened, but otherwise on due date, technician can send a reminder and/or close the case. Or is it optionally possible to create a view showing e.g. "cases on hold for a week or more"
Service deskplus not starting
I have been runnning service deskplu on windows server 2008 R2 for sometime now and it was working great. four days a go i mistakenly installed 3cx phone systems and now i cannot seem to get to the the login page. I have uninstalled the 3cx phone system but still not functioning. attached is the screen shot. the start up process has not exceeded this point. Thanks in advance.
Steps to ServiceDesk Pro version 8.0 then updated to the latest version.
I service Desk Pro 8.0 SQL Database I would then updated to the latest version 9.0
ServiceDesk Plus 9026 Released
Dear Users, Service Pack 9026 which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9026 : SD-58232 : SLA Escalation notification is not sent after upgrading to 9018, except those which are edited and saved after upgrading to 9018. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards,
Technician Time Spent for projects
Hi, I have been through the forums and have had no luck, I am tying to report on time spent per technician by date where I can specify the technicians and the date. This can be achieved easily through the report wizard for requests, the problem I have is I would like to report on Projects. I have spent a few days trying all manner of queries from the forums and trying to coble something together but am having no success. Please can someone help. I'd just like a report with the below information
play wav file in servicedesk
Hi All, I'm new to my company and to service desk, but one thing I notice is they are constantly downloading these msg0001.wav files from the phone voicemail server, to listen to a voicemail that comes in to service desk. I've googled for a wav player extension for chrome, but the pickings arent very good. Does anyone have a solution to this problem? Can the servicedesk page be modified to include an html5 web player thing? Thanks for any ideas you could share. Tim
SMS messages won't send
communicating back and forth from SDP using Exchange 2010, however when we try to use the SMS feature it fails: Caused by: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay Has anyone run into this before? I suspect it's a configuration with my Exchange server, but I'm not sure what we need to do to enable this.
SDP 9024 Login issue
We installed SDP 9024 but not login with default username and password. (U :administrator and P :administrator) getting below error.. Please your advice http://localhost:8080/j_security_check;jsessionid=CB98D7076C4470AB1B500A6259AFE3FE
Feature Request - Reoccurring Tasks & Reminders
It would be nice to have a feature that would allow you to define reoccurring tasks and reminders for thinks like weekly meeting. This would help with availability of resources.
Report about support group history
Hello to all, we would like to generate a report to know all requests with any action performed (assign, resolved, change status, etc) from specific support group and from a specific period of time. is it possible? Thanks in advance
SDP server unable to start
Hi, I've installed SDP on my webserver already. I've tried to shutdown SDP but then I couldn't start the SDP by the launcher (http://localhost:8080). It keep showing "the page is not available". Are there any ways to fix this? Thanks.
Add requester custom field in default request template
Is there a way to add a requester custom field in default request template? When I try and edit the template and click on the requester tab the add field box is grayed out? Thanks.
Responded Time on Service Requests
One of my key performance indicators for my technician is initial response time. This is measured by Workorder.RespondedTime - WorkOrder.createdtime. It appears that the wo.RespondedTime field is not available and/or populated on Service Requests. Therefore, I cannot accurately measure initial response time on Service Requests. Is there a reason for this? If not, please fix it on future releases. I'm running 9.0 Build 9018 MSSQL. Thanks, Shannon
Multiple System Generated Replies
For some odd reason and after further investigating this issue started about a month ago. Possibly when I applied your latest update? Is there anything I can check for to prevent a second generated reply from being created?
Modern theme?
Hi we are currently using the latest release just wondering if there is a new modern look and feel we can apply? like Manage Engine ServiceDesk Plus in the cloud.
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