Implement workflow
Hi I am evaluating your product to implement in our organization. In IT infrastructure we have more than 5 department. I want to deploy our workflow in ServiceDesk+. The workflow is as follows: Department A usually creates new request or task for our department as named B. After we get new request from B department, we generate 2 or 3 tasks for other departments. First I generate new task for department C and if department C does my task then I generate new task for department D. then department
how to delete priority without affect the request closed
there is a way to delete a priority without delete the information in the closed incidents ??? I need to delete one priority but i need to keep that priority on the old incidents
Import Printers via CSV with ip address information
Is it possible import a csv file with a list of new printers that contains information about site, department and Ip Address, specialy IP address?? Regards.
Reports based on resource values
I need to pull a report that shows all service requests with resource values that match criteria. Is there a way to do this?
Import Sites?
New to ServiceDesk just getting setup. Is there any way to Import Sites? Thanks
Can I Import CSV to create my sites
Hi New to ServiceDesk just getting started. Is there any way for me to import a CSV to create Sites? Thanks
How to create change templates
Hi, we have a number of standardized changes that are preformed and we have been trying to think of a way to configure / use the ServiceDesk change request process to allow for that. Unfortunately it doesn't appear there is anyway to create pre-populate change requests i.e. categories, urgency, priority, title, description, be great to even be able to define the Planning section as well. We use tasks which speeds up the process for routine work but there is still a lot of admin work up front to
Custom Views on Change Requests
We would like to see custom views available on Changes. One that would be very useful for our management is to allow us to create a view based off of Technician Group. Currently our managers like to be requester and technician to get around this, but I think it would be better to allow them to view open changes for a tech group.
when requester reply to [Resolved] request, status changed to [Open]
Hi here, SDP version: 8.1.0 Build 8127 When we add a resolution and set the status as Resolved, the requester will be notified. If the requester replied to the request (without changing the status), that request will have its status changed to Open. I've set the following settings: Admin > General > Self-Service Portal Settings > When the requester replies through E-mail to the closed requests. Perform the following: Append the reply as conversation to the request and notify technician This settings
time off by an hour???
Hi there, As the subject says. Is there an issue between SDP and time zones with DST? I set up a reminder on ... Date: 16 Oct, 2013 at 16:15:00 Email me before: 15 mins but I only get the email on exactly 5pm! Is there a way to check what is the time settings on SDP?
Strike
Currently is there a way to use <stirke> </strike> with the helpdesk ticket software? If not i would like to request it. We would find it useful for our ticketing.
Scan Windows Services
Hi We do like to scan Windows Services on all our Windows Devices like Server and Clients and under which User they run. We found no function in ServiceDesk Plus that will show this Information. Is this feature not implemented or do we have special settings for that?
Asset as a Mandatory field for Closing Request
Can you please provide an option in admin for including asset field to be a mandatory field for request closing?
Create work log details report
Is there anyway to create a report which lists all of the work logs for each request?
Configuration Mail Server
When you send a request to the mail box that is configured on the mail server (mesadeservicio@heinsohn.com.co) is not entering the ManageEngine ServiceDesk Plus. Adjunct glimpse of how we have the mail server configured in the application. I appreciate your help as soon as possible thanks
Business Rule Edit E-mail Notification
Hello, I created a Business Rule and I check the box to E-mail technician when rule is executed. That works fine but when I edit the e-mail template for it the changes I make do not get applied to the e-mail that gets sent out. Is there something I need to do to get these changes to take effect? Thanks
Scan Printer: Not listed in IT Asset>Printers
I did a network scan to scan a printer. The scan went through OK but the printer is stil not listed in IT Assets under Printers. It is also not under any other category\ CI Type. However, I can find the printer with the search if I Search: In Asset. In the initial search result view the CI Type -field is emphty, but when I click and open the item, CI Type is Printer. What could be the problem here? The printer should be listed under IT Assets > Printers. Did the scan with: Asset > Printers
Deleting Products, Product Types
Hi there, We have some issues in Service Desk Plus maintaining both the 'Product Type' and 'Product List' in Asset Management. Product Type: We can't delete obsolete Types (the ever-present "being used by a module" message), and some of the built-in Types do not fit with the naming convention we would like to use, so we would like to block or delete them so users can not select them. Product List: Also can't delete old or duplicate products (same message). Also, Is there a way to change the Product
user groups
User groups I can see how I can restrict announcements to user groups. Can I send out announcements as emails to user groups? I don't see how this can be done as I have to input an email address from what I can tell. Running SDP enterpirse 8212 Wayne
Reporting On Merged Calls
Hi, We currently have a large gap between calls logged and calls closed every month. I believe this is caused by the numbers of calls that have been merged. Is there a way or reporting on the number calls that have been merged that month? Thanks Andrew
SLA report for a specific department compared to all departments
Can you help me generate a MSSQL report showing a specific department's SLA % compared to the SLA % average for all departments? Time period = prior full month SLA % = (SLA Met / Open) * 100 Is there any way to generate both graphical and tabular information in the same report? I've attached an example image of what I'm thinking. Thanks in advance.
Configuration_Mail_Server
When you send a request to the mail box that is configured on the mail server (mesadeservicio@heinsohn.com.co) is not entering the ManageEngine ServiceDesk Plus. Adjunct glimpse of how we have the mail server configured in the application. I appreciate your help as soon as possible thanks
Desktop Central agent for SDP (SDP agent not strong enough)
Hi all, I use SDP (8127) with agent 1.0.13, the agent do not always scan (on-demand) and the scan at start-up is the same, some application are not always detected. I installed Desktop Central on my dev SDP server and dcentral scan on demand and push information to my DEV SDP, looks like the scan is more powerfull in Dcentral. Is there a way to use Dcentral agent without paying for the DCentral Pro version ? Thanks
Reporting to department heads and management
Does anyone report metrics out to your department heads or management? If so, I'd be curious to find out what you are reporting, how, and how often. I'm thinking more of an executive style report for each department head that would show open/closed calls broken down by category, SLA in/out, top 5 requesters per department, etc., comparison from the last reporting period. If anyone is doing this please feel free to share! Thanks-Erik
Auto assign tech - assigning in vacation technician
Auto assign technician assigning a tech that already in vacation. What I did wrong?
Project Management module missing and Asset Summary lost after Upgrading to build 8.2
Hello, After upgrading from build 8121 to build 8200, we don't have the project management module an Asset Summary does not report any value. Please find picture attached for your information/reference Fyi, we were not noticed for an error after upgrading (upgrade successful) Looking forward for your feedback soon Thanks, Jedidia Andriamanampisoa
Is there a way to navigate to problem related tickets by clicking the graphical representation shown in the dash board?
Hello SD Team, Is there a way to navigate to problem related tickets by clicking the graphical representation shown in the dash board. It navigates to the corresponding tickets,In case of incidents,requests & change orders. Similarly can we navigate for problem tickets as well. Attached the screenshot for reference, Please check and let me know. Thanks Praveen
Edit request without sending email.
We are using Service Desk Plus hosted on our servers. I often have to make changes to requests and usually its not important for the employee that made the request to see those changes. My problem is that for every change or edit that you make it will send an email to the person that made the request. Is there a way to turn off the email notifications? Or better yet is there a way for me to choose when I want to send a notification about an edit and when I dont. .
Upgrade failed
I just ran the update to build 8121 and forgot to turn off the manage engine service and forgot to take a backup. Is my installation borked? I can get to the logon screen but when I try to login it waits for about 3 minutes then displays a bunch of exception error gook. What should I do? yes yes i know i should have backed up... i'm an idiot. Please help!
Daylight Savings
Good Afternoon, We have noticed that our service desk does not have the correct time since we have moved into Daylight Savings time. Please advise a fix for this. Kind Regards Richard
unauditted workstations report
hello how can i generate a report showing unaudited workstations for the last 30 days thank you
project management roles
I am trying to understand the implications/permissions with each project role. Can someone verify/correct my assumptions (the manual is very vague here): project admin - project module super user, can do anything project manager - can do anything within a project when the project admin has assigned this role to them but cannot create nor delete projects team lead: I do not know can someone comment? team member- can view projects they are members of but cannot see other projects? What does assigning
Ticket Reply duplicating cc'd emails
We have noticed that since the last updated to 8211 that any ticket that has cc'd emails on it, as soon as you do a reply, the cc line on the reply has all email addresses duplicated. Is anyone else having the same issue?
SD+ Agent
Hi Two questions about the agent 1. We installed the agent with SCCM and when I tracked the installations and how they reported in to ServiceDesk I noticed that suddenly I had lost 830 clients in SD+ that says they don't have an agent installed. The daily scan sees that the client has an agent and thus doesn't update the SD+ database with the info that it has an agent even though the SD+ show that the client doesn't have an agent. A restart or a manual scan does update the agent info in SD+ but not
Task template doesnt have technical grouping populate
When creating a service request and under Service Workflow Settings when I add a task, the Group field does not populate with the technical groups I have created. It does show all the technicians in the technician field though. Appreciate your urgent assist with this please as I am stuck on this configuration limitation. PS: I think an email option should be set here so that people who ask a question can be notified via email should someone reply. also have the option to uncheck receiving emails
Edit the subject of a logged call
Is it possible to edit the subject-line of a logged call? Users have the tendency to ask multiple questions per e-mail of which only one applies to the IT department and then we receive a call labeled "Fwd: Re: Re: Library Talk" but the IT-question is password related. Or a call-subject is "Re: Password" but now the question has changed to software purchases etc. It would be convenient to change or edit the subject so that it is easier for an IT technician to pick up a call (an not assume it is password
My Closed Tasks View
Add to the dropdown on the tasks view to View My Closed Tasks.
ServiceApprovers in REST API
Hi I am running build 8212, and trying to update the request's approvers using serviceapprovers tag in EDIT_REQUEST operation, but it doesn't work. I assume, by passing the values in serviceapprovers tag, they should be replaced by the current values. I am also wondering how adding stages would work? Just notice editing other fields like editor works quite fine, but serviceapprovers doesn't work. Am I missing something? Thanks
Incident/SR Templates
One of the main problems I have is the fact that you cannot create a template to base other templates from. As an example, I created about 20 incident templates and about the same amount of SR's from scratch because you can seem to duplicate a existing template. Im not sure if there is a way to do this but I havent found it. Would be great it this could be added as a feature
Report: average time between two different ticket's status
hello, we would need to generate 2 custom reports. the first one is: average time between template change from "default request" to a custome one (named "gestione rda"). the custom template has two task. the second report we need is: average time between single task completion. thank you, mario zelaschi italian institute of technology
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