Similar Incident SLA functionality for Service Requests
Currently, SLA's have the option for service requests to be fulfilled within a certain amount of time, but does not take into account time taken to respond. We would like to expand the functionality of the SLA's that are assigned to service requests. We would like the SLA's for service requests to be similar to those for incidents to include the time taken to respond to the service request and not just time taken to fulfill the request. On top of that functionality, it would be nice to have the ability
Automatic creation of requester from their email
Hi - fairly new to MSP so please forgive if I'm asking stupid questions. What should happen when a new requester emails in for the first time? Is he/she automatically created as a requester and email address added to profile? Is name automatically added to their request? Should their email address autofill to the "to" box when I click on the reply button? Thanks in advance for any help Bob
RestoreData Error
I had to migrate a server from version 7.5 to version 8, with a change of physical server included. Then I want to perform a restore from the last backup I had in the old system, but when I make gives me the following error: java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.getBuildInfo(RestoSDBackup.java:706) Besides the above error shown above shows me similar errors. Someone can help me with this error. Greetings.
Error starting Servicedesk Plus
I'm running Servicedesk Plus in Windows Enterprise inside Vmware. If I shutdown Servicedesk and start again with "Servicedesk Server" I can't see anything happening. Running "run.bat" Servicedesk goes up but I can see error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties even though that file is inside this directory. Last line in DOS window last line is "Please Connect your Client at Http:/localhost:8080" but soon as I close that DOS promt Servicedesk goes down. Only way to start
Request Summary - Out by a day
Hey Since daylights savings, we're having an issue where our request summary page is out by a day. Sunday's should be on Monday's for example Anyone else experiencing this ? we're based in Adelaide, South Australia
Report against specific SLA
I make specific SLA's per issue but I can't easily report against that SLA I have to trick the reporting system by using a field or make use the subject field. Why can't we just report against the SLA? we don't use 1 sla for all tickets. we have many specific issues all of which need different SLA's which comes to my next request why do SLA's need to be so general why can't they be specific under tasks i can select an SLA why not have this for all tickets?
Problems with the choice of a member of the CAB when creating requests
Hello I have a problem with accepting submissions. I currently have left an empty field at level 1, when the user creates the application chooses from a list of a person accepting. Unfortunately, after some update there is n o longer such a possibility as an empty field in the levels of acceptance! I can not configure the DEPT_HEAD because I have two heads. If you do not select approver that request will be created without approval with the status open.
ManageEngine Support Experience?
We are evaluating new ticketing systems and I like ServiceDesk Plus, but our pre-sales experience has not been very good. They have not been responsive at all to questions, etc... Just wanted to get some feedback from users on whether their post sales experience has been positive with ManageEngine software or not. Do they respond to tickets in a timely manner? Thanks
Customize WorkOrder.do to add more functionality to Request View
I am trying to add another button to the "request view". Next to the Requesters name there is a button that allows me to view that requestors assets. I want to add another button there that opens a new window that points to a custom URL and passes the users username as a variable. Is this possible? I can't even find a way to edit the page in the first place. Any help on this would be greatly appreciated!!! Thanks, Ozzie Bock IT Analyst Support.com
Notes not showing in Request tab after upgrade from 8.0 to 8.217
Hi I upgraded from 8.0 to 8.217 and noticed the previous notes made by technicians are not displaying, is there a way or option to show the notes again from the previous log jobs?
Help for a report
Hi, I would like to have the same report like this one (but by group and not by technician). can you help me? Thanks SELECT au.FIRST_NAME 'Technicien', (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID LEFT JOIN WorkOrderStates wos4 ON wos4.WORKORDERID=wo4.WORKORDERID WHERE (wot4.THD_WOID=wot4.WORKORDERID) AND wo4.CREATEDTIME >= <from_lastmonth> AND wo4.CREATEDTIME <= <to_lastmonth> AND wos4.OWNERID=(wos0.OWNERID)) 'Total
Business Rule based on Job Title
I need to create a business rule based on the Job Title of the requester. This does not seem to be an options. Please add it.
Business Rules suggestion #1
Currently when setting up Business Notifications you have to select fields from the default set provided by ServcieDesk Plus. Suggest that you provide the ability to create business rules based upon the custom fields that an admin adds to both Incident and Service Request templates
Approval Process
Currently I have a Service Catalog task set up. part of this is that a number of people need to approve the submission. Since the person who can approve is not the same for each submission, this is manually done via Actions - Submit for Approval. At this point I enter a minimum of 2 people (sending an E-mail). Regardless of whether or not these people have approval status set on their account, they are able to approve or reject (which is fine by me!). The problem is, no matter how many people I send
Notify requester via email when request is overdue
How to notify requester via email, when his request is overdue? Need this option, because requesters want to know, what happend with his request.
Access Tracking By ManageEngine???
Hello All, We'll see how long this post lasts, but I came across something rather disturbing today after installing our new SSL certificate into the server. FF and Calomel suggest there is mixed content on the login page. In FF, the various links within a site are more readily available. Within the list of HTTPS connections that are hosted on the ManageEngine server I'm running, I found this entry: http://www.adventnet.com/images/35-prodad.gif?ry=c&pi=35 This GIF is a 1px by 1px white file. I'd
all software installed on a site Report
Hi there, im looking for a report that shows all software installed in a particular site. is this something we can do? looks odd that you cant select site as a filter when creating a report. many thanks Russ
change default asset information "Not Assigned"
Hi there, Currently running SDP 8.2.0 Build 8217 (not planning to upgrade to 9 until they fix the indexing in the solution search) is there a way to change the default "Not Assigned" entry on assets? when I'm generating a report, I don't want to see/print "Not Assigned" on hundreds of cells. Thank you for anyone's advice!
Work log report by technicians for Requests, Problems, CR and Projects
Hi, we are a small company and in my team we all work on everything, depending on what's happening: Requests, Problems, CR and Projects.Work logs are mandatory. I would like to have a report to pull up all work logs by technician in a certain date range. I need metrics about time spent in different areas. Timespent Report by technician is perfect in structure, but unfortunately it shows only work logs about requests. We are running ServiceDesk Plus 9.0 Enterprise edition. Can you please help me?
Point in time capture of open ticket count
Is there a way to create a report that shows the number of open tickets on the first day of each month? I am trying to show status reports for my team's ability to get the amount of outstanding tickets down, but am unable to figure out how to query a specific point in time. We have MSSQL for the backend. Thanks. Dave
Multilanguage notifications in SD
Hello, Our company has offices in many countries, and if want to run single SD-server for the whole company, we need to send e-mail notifications in different languages. Is it possible? If not, how can you propose to workaround this? Thanks in advance.
custom query report
Hi, I need to run a report to find out who created all active technicians on our Service Desk Plus We use version 8.2.0 Build 8216. Regards Mario
SD+ iPad Application - Assiging Technitians to unassgined tickets
Hello, Finally after the SD+ iPad application update on 4/2/14 we were able to sign into the SD+ iPAd application because it now supports HTTPS. I was browsing the application and a ticket had come in. I selected the ticket and went to assign it to a technician and received the following error: Error No detail is available for Technician groups in site:(My Site) Any ideas on why this is happening? Service Desk + v9 Build 9003 Windows Server 2008 R2 SD+ iPad App v2.1
ServiceDesk v.9 whit SQL Server 2012 - 64bit
Hi, I'd like know if it's possible to install ServiceDesk v.9 with SQL Server 2012 - 64bit. Thanks, Ryo
Email Fetching Problem - RE, FW, CC
We would like to start using email fetching to create new requests when emails come into our helpdesk mailbox. We would like new requests to be created only from users within all "3" of our domains (Ex. myname@domain1.org, myname@domain2,org, and myname@domain3.org). We would like no emails from outside of our domain. The problem is new requests are being created from email replies, forwarded emails, and CC emails. How can we fix this? Also how can we stop emails from being created by certain staff
Software Licenses - Associate to Region?
I believe the recent changes to managing software licenses is improved with SP 9.0. However we have a situation that I need help with. If this is not currently possible, I am requesting this as a feature in the future. For the past few years, we have been running 2 separate Service Desk Plus systems. This is because we had 2 separate divisions that operated independently. Each division purchased and maintained their own assets. However recently our IT staff has integrated but the divisions (and
disable editing request
I dont want that technician can edit assigned requests . can u advise how?
CleanUp ServiceDesk\Patch folder
HI Can we CleanUp \ServiceDesk\Patch\ folder? We don't need possiblility to Roll-back. Thanks! Dmitry M.
sdp 9 - win 2012 R2 / sql server 2012 / Event id 7024
Hello All; I have just installed SDP 9 to avaluate on a Windows Server 2012 R2 and configured an existing remote SQL Server 2012 for database. There is no db access problem. ... but the problem is that manageengineservicedeskplus service stops and Event id 7024 is displayed. It says; The ManageEngine ServiceDesk Plus service terminated with the following service-specific error: Incorrect function. I don't think that I did something wrong. All regional settings of my windows Server is set as "English/US".
Internal/External Facing Portal
Hi, after using Adventnet Servicedesk plus internally for a while now, we want to know if it is possible to make it customer facing. This means that we effectively want to provide a portal to external customers to view their own calls (as a pose to our internal customers). Using the standard user interface is not appropriate as it would display our internal knowledge base and announcements to external people, therefore is there any way to create a second customized portal, or alternatively is
Self Service Portal Enhancements
We are working on enhancing the ServiceDesk Plus Self Service Portal. Some of our customers are finding Service Catalog functionality less user friendly. Hence we have developed new GUI. We have modified the GUI for home page and incident and service templates listview. Please give your input/comments on the feature design. If the images are not clear, please refer to the images in the attachment Home Page Specifications: We have two options for the Home Page. Option A1: The Service Request and
How can I pull the comments out that I put in when I changed the status of a laptop to disposed?
I have disposed a number of laptops and changes their status to disposed. When I did this I put in comments of who disposed of it and who verified it. I have created a reports of all disposed of assets put can find out how to include the comment field in the report
Ticket Closure Codes - Requester Reply Enhancement
Currently SD+ offers the below options for : ReOpen the request always. Reopen the same request within 12345678910 days from closed time. Else, create as a new request. Append the reply as conversation to the request and notify technician. Create as a new request. What we would like is the option to enable so if a technician closes a ticket, and a requester responds, that it will append the reply as a conversation if the requester replies within 1 day of the ticket closure. If the requester sends
Asset Name without workgroup
Is it possible for the asset name to not show the workgroup name? We do not use AD and our assets show up as Name.Workgroup. In order to connect remotely we have to remove the workgrop from the name.
Widget title field is trimmed
Good day! We have a problem in Firefox v. 24.0-28.0: widget title field is trimmed. All apps are switched off. In IE all is OK. SD v. 9003
Various enhancements to Service Request fields
Hi peeps, We're looking to start using the Service Catalog, for some specific request types, so that we can use the "Resource" system to provide much richer forms and gather a lot more information. However, it currently seems to have some limitations and so I have some suggestions for improvements. Allow resource fields to be set as mandatory (Actually already requested here. SDF-38568 & SDF-39701) Add date and numeric fields types (as you can with Additional Fields) Add lookup fields that can pull
history tab - sort problem
When made some changes in request, all changes saved in history tab and sort by date\time order. That's ok. But the problem is, when you change to much settings it sort it random. ex: My changes in order: 1. urgency 2. consequence 3. category 4. sub category 5. item 6. technician but in history it will show (some times it in right order) 1. urgency 2. consequence 3. category 4. sub category 5. item 6. technician but some times it show in random order sub category Подкатегория изменено с ---- на Права
Enhancements in ServiceDesk Plus
Dear Team, Hello Everyone. I have been using SDP for several years now. I get a feeling that SDP has all the features but they are incomplete somewhere or the other. Below are the few features which I think would make certain modules complete. 1)SLA:- While sending escalation email there should be an option to choose the color of the email for example response violation should be in orange and resolution should be in red. Also there should be an option to re-assign the escalated ticket. 2)Requests
ServiceDesk Plus 9004 Released
Dear Users, SDP 9004 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9004 SDF-55860 : Enhancements to the New Service Request page->select approvers field in technician login. Option to type,search and select the service request approvers from the 'selet approvers' field. Placeholders like $REPORTING_TO$, $DEPT_HEAD$ along with the approvers will be displayed with username, emailid, department so that
Bug - Purchase Module - Attachments
Issue with uploading multiple attachments or saving a PO with multiple attachments when creating a Purchase. Adding a single attachment and saving a PO causes no problems. Adding a second attachment while creating the PO causes the following: Upload box does not go away after adding second attachment. Second attachment does not show in the attached document list Unable to save the Purchase Order when it contains more than 1 attachment. (Must remove additional items and then save to prevent loss
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