Configuration Reports
We would like to see configuration reports made available through the reporting module. Some examples are reports we could craft for the requester table data, products for the purchasing module configuration, and vendors for the purchasing module. Thanks, Craig
request catalog not alphabetical
Since upgrading to 8.2 (currently 8203) our request catalog is no longer displaying alphabetically. New Incident IT Support Records Request HR – Health and Wellness Corporate Properties GIS Map request And the list goes on is some non-sequential way for all 80ish request templates. Is there someplace I am overlooking that will change things back to alphabetical or is that actually a bug. Thank you,
Alphabetize Technicians in Changes
Hey Guys, Can you validate this please? In the Changes module, the Technicians List is de-alphabetized when you choose a specific site.
old tickets are becoming new after configuring Incoming Mail Server Settings
Hello, I have configured the incoming mail server setting and for some reason i am getting the old closed requests as a new open issues which is confusing, I want to have any upcoming email as request only not the old emails or requests?
Business Rule Rules
Hello, I am trying to create business rules to automate tasks such as assigning incoming requests to technician(s) in a multi-site environment. But I cannot understand how to create the rules in the system. The help guide isn’t helping as it generally describes the interface and not the logic. Can anyone help or guide us on created business rules to automate IT help desk tasks? For example, I want to create a simple rule when an email is sent to siteAsupport@company.com, technician A at site
Task dependencies
I have several "Services" created under the Request catalog that contain a workflow of tasks. These tasks in the templates are dependent upon one completing before the next can continue. For example a new server request would fire off these tasks: Build VM Assign IP Add to Monitoring Scan for Vulnerabilities Add Firewall rules Add to backupCurrently when this Service is used all the tasks fire emails off to the owners or group they are assign to at the same time. This causes some confusion as
Signature for a technician
Many of my technicians is writing messages with requesters. It would be good, if everyone technician has it's own signature in letters. Can you do it?
Servlet API failed message
Whenever I am sending a POST statement to the server, I am getting a status failed response. However, the information is added to the database. Here is the xml data I am sending: <Operation> <Details> <Name>TestName</Name> <Site>Wellington</Site> <Subject>TestSubject</Subject> <Priority>1</Priority> </Details> </Operation> When I am trying to recieve data about a request as well (for viewing a request), I am getting the same error, and as such, I cannot see the request data. May I please
SDP says: IE7 and IE8 are setup in many PC with Windows XP
Hi all, we have many PCs wit Windows XP SP3. SDP software report says that we have over 100 PCs with IE7 and IE8 - http://clip2net.com/s/6drTBa I i trying delete IE7 as software in this PC after rescan i see IE7 again How i can fixed this ??
Task - Email Link
Using version: 8.2.0 Build 8214 The hyper link for when a task is assigned is incorrect. It looks correct but has the server info in 2x in the link as you can see below.
Signature
Hi! After update Service Desk to 8213 (and 8214) the default e-mail signature (configured on Personalize) don't is automated used when we Reply a request to user. There are a configuration to do this work? Another question, it's possible insert the same Signature on Resolution TAB? Thanks Miguel
working with POs
Hi Team, I need to make some small changes to closed POs.....mostly to adjust some GL coding. How can this be done? Thanks David
Agent for Linux machinges
Have there been any changes to how we can scan Linux machines (has a new agent been developed) or it's still via Network Scan and Workstation/Device Scan? Thanks!
wont upgrade or restore data fully
Hi, all, I am having major issues here :( I was trying to upgrade to the latest version and it failed at 98% "unable to uninstall" I thne reinstalled the previous version and restored the database, only to have http 500 errors in the dashboard. So it looks like I have lost my database and teh upgrade is not working :( I have now tried this on 3 different machines and just uninstalling yo try and restore the data back to the first version I used. Hope somebody can give me some advise/help
Requestor reply not appended to request
Hello. I received a help desk ticket yesterday. I needed more information so I clicked on the button that says "Reply" and I emailed the requestor. She responded back to the email but I never received it, nor does the request indicate in any way that she replied. Can you please advise?
Populate the Reporting To field from Active Directory
How do I populate the Reporting To field? Ideally I would like to use the Manager field in Active Directory. If that is not possible a CSV import would be adequate.
departments created
hello how can i know what is creating departments in the default settings?
Tasks and approvals
Hi Everyone, We are using the request catalog to create requests and assign tasks to different persons/departments. But when a request needs approval, and when it's not approved yet, you can still see and close the tasks. Is it possible to configure the following: Tasks cannot be closed before request is approved Tasks will not be automatically assigned before request is approved. Thanks so much in advance for any reply, gr Robin
Block Hours Contract
Can anyone help? If we have Customers who purchase block hours support can I have a field on the Customer record (or contract) with the total block hours purchsed and is it possible to relate the worklogs for that Customer to deduct the hours automatically? Or possibly another idea to achieve this? Many Thanks
Resources
Having resources available is an excellent idea. However: When a form is created with resources, there is no way to make it mandatory to select at least 1 option. A user can therefore submit a ticket that has no resources selected. When an admin creates a form and adds a resources section, that section should always be set to MANDATORY. If the need arises to delete a resource because it is no longer required (e.g. a business decides to cease using PCs and use Apples instead) there is no easy way
Servlet xml format
I am wanting to add some requests via the servlet API, but am not sure of all the correct xml tag names for each field. Is there an official listing of these tags?
Service Desk Plus from Android
You can include SDP for working in Android. Because my company is full Android Smartphone because the all environment use Google App (Gmail, Drive, Site). You can believe is possible include this plataform to use in Servide Desk Plus for feature release. Thank you for your answer. Best Regards.
HTTP Status 500 - When clicking on the Active Directory Icon from Admin Tab
I receive the HTTP Status 500 error on a fresh install of SD+ 8.2.0 Build 8213 64 bit on CentOS 64 when clicking Active Directory from Admin Tab: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Incident status change matrix
Hi, does Service desk support status change matrix to limit status changes from any to any I need to put limitation that status from OPEN can be changed only to WORK IN PROGRESS, and from WORK IN PROGRESS to RESOLVED or MORE INFO REQUIRED, is it supported? or is it planned to be implemented in next releases? thanks Irakli
Remote Control Access
Hi Everyone, I'm having issues getting the remote control option to be displayed to technicians. \\ I have it working fine in our test environment however it is not working at all in our production system. The technicians have been granted the AERemoteControl role, and I have given full access to the Assets module for relevant users (as stated in the AERemoteControl role description). I have enabled all necessary remote control tools (after creating batch files to launch them as I could not launch
ServiceDesk Plus change HTTPS port to other than 443
I configured Service desk Plus to run on HTTPS, everything goes well, HTTPS on default port 443 was working, but I need run HTTPS on other port for example 4431. I used changeWebServerPort.bat to change HTTPS port to 4431, restart service, but ServiceDesk plus not running on this port, no pages are displayed :-( Change to HTTPS 443 but not working anymore :-/ Only thing to get back ServiceDesk working is going back to HTTP on 8080. This one is working. Please if possible také mi the hint how to configure
export user's request to file excel
i use ManageEngine Servicedesk Plus to manage all computer problem in clients. Everything is ok but i want to export all user's requests to file excel or pdf ( the requests containt subject, requester name, assigned to, date and status). Please show me how can i do that? Thank you very much
maintenance voicher
hello What can I do in a scenario where I repaired a printer in an external workshop in a certain cost, how can I save this operation in SDP for future reports
Redirect port 80 to 8080
Our server is setup on port 8080 and working. I would like port 80 to forward to 8080 so users do not have to enter the port. What steps are necessary to configure this? Thanks.
Can't give Poor or Very Poor results on surveys ???
We have a survey we have been using for 3 years, with 3 questions all of which have "Very Poor" "Poor" "Good" "Very Good" as the responses. If you pick "Very Poor" or "Poor" we get the following error, if you pick good / very good it works fine. Our users think this is a conspirancy on our part to get good surverys :) Please help ! This started after upgrading to 8125. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this
How to handle multiple cases dealing with the same problem?
I was wondering - how do other people approach having a big IT issue reported by many users? Say I have problem X and 25 users create a case. What I do now is the following. I don't want it so those 25 cases are shown together with my other cases. That would clutter things up. I still want to be aware of the problem though. I've tried merging all cases. When I do that it seems it's only the user in the parent case that gets emails about what happens in the case. I can put the other people in the
License not updated after SDP Server Migration
Recently I've migrated SDP 8.1 to another Win2008R2 Std server. Migration went successfully. But the license is not updated. Even I tried to apply the license manually but nothing didn't apply. Why the license is not migrated and why its not being updated even if I tried to update manually.
Email Notifications To Specific Requesters
we have imported our list of requester s. They all have email address's. i can see i can email the requester when a new ticket is created/closed etc. my query is: not all our requester s want an email each time a ticket is created, only some do want the email can i have it so SD will only email the requester s i choose without having to remove the email address's from the requester s who do not want an email?? or is it all or nothing? suggestion: have a check box for email notification in the requester
Service Desk Plus | Change Template under Service Catalog module.
Hi Manage Engine I will like to know if there is a way to Change Template under Service Catalog module when the user used the wrong template. Actually, this option is under Incident module
automatic asset import
Good Day! Is it possible to automate import of assets (monitor, printer etc.) between SD and other database? We have another program that keeps track of hardware and we want to have up to date synchronized information from it without manual importing from CSV but directly from one database to another. If not, maybe someone knows which tables and columns of a database are involved in import of CSV file? Thanks.
Duplicating Approvals
Hi, I have an issue where a number of approvals are being sent twice. Out of the two that has been sent to the approver, only one can be accessed. We receive the following error message within ServiceDeskPlus "Invalid Key : Key could have been changed manually or would have been an old one". When looking at the java script for both, the keys are different, shown below; javascript:NewWindow('/approval/Approve.jsp?MODULE=Request&KEY=142123422413786984191951421234224137869841919517023991151580382011389152&ITEMID=54619&woID=54619&FROM=HOME','Approval','700','500','yes','center');
Reservation system - laptop/beamer
Hello All, First off all I don't know if I'm on the right place for this question, so if I'm wrong I apologize. I'm looking for a reservation system for beamers/laptops. A selfservice system, if a user needs a laptop they select the date and time and the reservation is done. The system must be able to see if there are laptops/beamers available. So we don't have to look every time to lend the equipment out. We also want to know which user have booked a laptop/beamer. Does ManageEngine has a product
Searching additional fields
In the version we use, it appears that we can generate reports that include common additional fields. The search facility does not allow any additional fields to be searched. It would be very useful to be able to do both We are currently using SDP 8.0 (8020) but planning to migrate to 8.2xx so this feature may be available there.
The problem with merging and tickets changing
We merge a lot of tickets as a result of automated emails from our comms providers. Issue is, if our person is working of a ticket and someone else merges it at the same time, servicedesk doesn't handle it well and puts up a java message from the webserver. This happens in other similar situations when two people are accidentally are working on the same tickets. Is anyone else having this issue?
Problem for add Filter showing
I have a problem to add a filter showing when I go into admin and request option - addiotional fields I create the label and it does not appear in the filter showing to add a filter name. Would anyone help me?
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