Remove resource from a form
How do I remove a resource from a service request form?
Ayman
In Asset Management, we need one field that is sequential and controlled by system for assets added. Asset Tag field or a new custom field can be but need it to me completely managed by system. similar to ResourceID which is hidden and can not be used. thanks
SLA Notification
since upgrading to 8.2. we are getting SLA warning notifications on tickets that were closed before the upgrade. Is there a way to resolve this?
Report request - software installed in specific department
Hi, i would like a report which does the following please: Workstation Summary Reports Software Summary Report But, additionally, it should display the User and only display a specific department's Workstations. I would then wish to copy and modify the department for each manager. Then I wish to provide it on their ServiceDesk Plus portal so they can run it live themselves. Can you help with this please? Steve Gray
SLA Notifications
Since upgrading to 8.2 we are recieving SLA warnings on tickets that were previously closed. how do we resolve this?
Incident template fields - requester view problems
I'm trying to create templates for specific requests, with specific values already chosen when the template is picked. I don't want these values in the fields to be editable, but the requester still needs to view them. In the settings for these fields, I've de-selected 'Requester can set' and selected 'Requester can view' However, this isn't working - whenever the template is loaded the requested is completely unable to see the field unless 'Requester can set' is selected, which makes no sense whatsoever.
Agent Install
Any knows how to install SDP agent in Ncomputing clients?
new request
copy-paste of data causes crash of the system
Creating a 3 level sites organization
Hi There, I'm new to ServiceDesk Plus and was wondering if someone can show me how to create an organization with 3 levels such as: Regions/Site Group/Site. Thanks for your assistance Patrick K.
Tasks not being created
I've created an incident template, which has a task associated with it. I've created a preventative maintenance task, which uses this incident template. When the scheduled time occurs, a record is created, but the task associated with the template is not created.
Unable to start service ManageEngine ServiceDesk Plus
Hello, When I trying to start the service, the system display an error. If I run the command run.bat: Could Not Find D:\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Failed to start the server. Please refer logs for more details Normal Shutdown. Server shutdown complete If I run the command sd_service.bat: FATAL | wrapper | Unable to resolve the full path of the configuration file, : The operation completed successfully. (0x0) FATAL | wrapper | Current working
Menu issue
When we try to open notification menu we see "Notifications + All problems" menu.
Worklog Description does not wrap
When viewing the worklog description in a request, it does not wrap in the field. It just keeps going across the page. The only way to shorten it is to manually hit enter after each line.
Service categories in Requests view
Hi, could you tell me why in the Requests view I can't set "Service category" column? Only Category or Subcategory... I have a few Service categories, such as "Service request", "Presales request", "Internal request" and I'd like to see in the Requests view which type of service it is, but I can't see "Service category" in the view customization. Thank you in advance. Regards, Kuba
Change the Requester Details shown at the top of the Request Template
At the top of the default request template there is an area called "Request Details". This displays Requester Name, Contact Number and Department. We want to be able to add in additional Requester Fields to this, but cannot see any way to do this. Is it possible? If so, how? Thanks Trevor.
Multisite configuration
Hi All, I'm new to Service Desk Plus and would like to know how to configure a multisite Model with 3 or more levels such as Organization, Region, Group Site and then Site. How can I do that? Thanks Patrick K.
SSL
Anybody know if you can set ServiceDesk up to use an SSL connection? We recently had an IT audit and they ding'ed us on that
Connecting with Mondago
Mondago is an app that would connect our VoIP phone system to third party software to enable us to auto open/populate tickets when someone calls into our call center using ANI technology. Would this work with this product?
Unable to set ticket status to Resolved
Hi, On changing a ticket's status from Open to Resolved and then selecting Update Request, we receive: FAILURE :Exception occurred while performing the operation. This is regardless of the technician used. The service has been restarted. The server has been rebooted. The latest hotfix has been applied. ManageEngine ServiceDesk Plus 8.2.0 Build 8210 (issue occurred also under 8.2.0 Build 8207). Windows Server 2008 R2 Enterprise SP-1 x64. This has been tested in IE 10, Firefox 23 & Chrome
Merging Template with service request
Hi We have created a template in the service catalgue (with tasks) and wish to merge this template with standard service requests. However when we try we recieve an error that this is not possible. Can you advise? Build 8.2.0 - 8208
Some issues with 8207 we are experiencing
Hi All. Just wanted to provide some feedback on the current 8207 version of service desk plus. We had upgraded recently from 8016, and immediately noticed some changes that were, although small, made an impact to how we operate. One of the biggest problems we have is with the Work Log. Since the Work Log has been moved in to tasks, its made things quite difficult to keep track of what's going on. Back in 8016, we could read the complete work log entry in its entirety from start to finish. With
Business Rules
Hi, Have an issue with a business rule by email. Have it set up if subject contains "till" or "register" that it will be assigned to a tech. However an email comes in with a subject that contains "still" the call is gettiing logged to same tech. Any way around this? Regards Keith
Upgrade SD+ enterprise to professional
I want upgrade SD+ enterprise to professional, but i want keep all files and data. What i have to do?
SLA Escalation Notificaton $Group
We have 3 separate groups setup in SD Plus, and at the first escalation notification, it would be a really nice feature to be able to escalate to the group of technicians and not all technicians in all 3 groups. An example is we have help desk technicians, Application Technicians and Infrastructure technicians. When a ticket is escalating in the help desk group, it would be nice to escalate to all the technicians in that group without sending the escalation to the other two groups. Currently
Requests and task in the same report
Hi, I need to view requests and task in the same report. By default I can view tasks report or requests report but not together. Can you send me a query to make this report manually? Thanks. Roberto Ettore.
Enable "Pass-through" Authentication final step issue ??
Hello My Dears, I installed new lab as this steps exactly as my this post I published to let you see it over my blog. http://hanymc.wordpress.com/2013/05/19/manage-engine-service-desk-plus-installation-step-by-step/ then going to integrate with Exchange POP3 Server as this http://hanymc.wordpress.com/2013/05/19/part-2-manage-engine-service-desk-plus-exchange-2010-integrations-pop3/ then integrate with SMTP server as this http://hanymc.wordpress.com/2013/05/19/manage-engine-service-desk-plus/ then
SLA escalations based on Groups
Dear Manage Engine, At present, we have the option to send escalation mails based on the following criteria's (Category,sub-category,Item,requester,department,workstation,priority,request type,impact,urgency, level) but we would like to have GROUP as the criteria for send SLA escalations mail. The reason behind this is : A request is created with category as microsoft and the group is also set as microsoft, and the appropriate SLA is set,now if the technician has to move the request to another department
Service Catalog Form LOST
Made an edit to a Service Catalog "Service" and it then dissappeared (version 8.2.0 build 8208). So I went to recreate it, but claims that a template already exists by the name. So it would appear to be int he system, but can't be displayed. (And no it is not a grayed out disabled item.) How do I find and get it back? -Les
Add an informational field on a form
I would like to a an informational field to a form. This field would does not need to be edited, but would provide the requester information about how to complete the form or possibly a link to more information somewhere else. How can I provide and information only field?
Assigning Technician from dropdown
I discovered an issue in SDP in which assigning a ticket to a technician from another group will not assign the group. All the IT tickets come into the Service Desk group and queue. We work out of this queue. If I wanted to quick reassign a ticket to a technician, I would click on the check box next to the ticket and then use the drop down at the top to select a technician, then click Assign. However the issue is that if I want to assign the ticket to a technician in a group other than Service
Mail fetch not working anymore
Hi, Our ServiceDeskPlus application has always fetched mails without any problems, but suddenly since a few days it stopped working. We investigated what might be causing the issue, but were unable to find out so far. The strange thing is, that at times the fetching does seem to pick up the mails for a few moments, but then suddenly stops working again. When we check the logs, it gives the following information: Server started at : Wed Aug 14 10:42:50 CEST 2013. Current time is : Wed Aug 14 10:42:54
First line resolution rate
Hi! We are looking to report on 1 line (1st level) resolution. The situation is that not all requests passes (some are mailed in directly to specific supportgroups) the 1st line Servicedesk support group so we need a filter to just look at tickets that has passed via the 1 st line and/or logged at 1st line and then resolved/closed by 1 st line supportgroup. We need to filter out request created in 1st line or at some time has been placed in 1st line and disregard ticket created directly to specific
Requester account issue
When I first installed ServiceDesk I enabled active directory authentication. From here I was able to import users from AD and create access accounts for them. This all works fine and it gives the users access to their portal via their current credentials (that have stayed synced with AD). However there is one small issue (or rather annoyance) that has happened in a few cases. The user goes to sign in at the login screen but enters their e-mail address rather than their login name. For example:
Color title in SD+
Hi! I propose to change the default color of the title in prilodzhenii to black, as the blue color is seen through the eyes of a very badly. c:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style\ File: sdStyle, Line: 12039 tableComponent tr td.fontBlackBold a { color:#000000; font-weight:bold;
SOLVED: Can I merge a requester with a Technician?
I have been using SD+ for years and have thousands of requests and notes with my name on it. We only have a 2 technician license and are using both of those. Now that we have the cool new app, I'm hoping to log in with my AD credentials. Is there any chance I can merge my requester account (that is AD based) and my technician account (which is local authentication based) so I can make use of the mobile apps? I basically just want to remove the local authentication from my technician account and
Mutli SLA for different sites
Hi, Is it possible to setup Multi SLA for different sites? Some of are sites need a different SLA Thanks Kris
Can't get rid of the title field
I can't get rid of the title field in form designer. I click on the x, it is removed, but when the form is saved it reappears, sometimes in a different location. How do I get rid of it?
Activity log history
It would be nice to keep track of past approvals or denies for a change or other item that requires approval. Example: Change1: is denied the first round because of the roll back plan does not fit with outage schedule. So the approver would select: Denied The roll back plan is inadequate. The change manager fixes the issue and the approver would see: Approved Go forth with the change Approval History 081513 - 03:00.00- Denied : the roll back plan is inadequate.
Requests - > New Work Log -> auto-fill 'End Time' or mandatory
Hi, as of the version 8200 there are is now start AND end time in worklogs. In the 8100 the execution time was mandatory which is now not any more (yes I know there for is now a hidden creation time in there). Is it possible to auto-fill out the 'End Time' or make it mandatory PLEASE? I have here hundreds of worklogs which have a time spent and description entry but missing start and end time entries. Is there even a way to fix existing worklogs via sql somehow (e.g. set end time to creation time
Request Closure Comments in Notification
Good day. Is there a way to add the Request Closure Comments to the notification sent to a user when a request is closed? I don't see it in the list of available fields when editing the template. Thanks, Mike Taylor
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