Requester cannot view resolution to his own ticket
Requester is getting "Request does not fall under your permitted scope. So you are not authorized to update the same." error when attempting to view the resolution to his ticket. Earlier, this ticket was manually assigned to a group by me (admin) because the template did not have a group set by default. How can I allow the requester to view his ticket again? ManageEngine ServiceDesk Plus 8.0.0 Build 8015
Can Requester Receive notification..
hi When a requester create HDR a notification to all group member technician will receive. can it is possible that in any support group i add any requester so that he can also get the notification regarding that group as technician gets. i don't want that requester to become a technician. Regards MAJ
Tasks are out of order
My Tasks are out of order on that task tab. Under the Organization button they are listed in the order that is correct. Dependancies are also set up even though it doesn't really matter ( We are told an update is coming to fix it) The Tasks were set up correctly when entered 1-5 now they are listed in the ticket 5-1 I hope there is an explanation and a fix for this.
Modify report recipient(s)
I have a few reports in SD+ and have a need to change the recipient list. Where can I do this? Thanks,
lunch executable files within helpdesk tickets
hi, is it possible to create script to lunch exe files within the service catalog templates? we have certain template which use request to delete certain transaction in our ERP, the requester usually submit the transaction number and then it goes to approval and then to IT, what i'm trying to do is to allow the approval person to click on a script to lunch the exe file of the ERP and show him the transaction before he approve it, within our ERP we can usually create .VMX files which include cmd like
Email Support group don't work
I am trying to auto assign support group. From Admin Manual. Say for instance, you are managing two support groups - hardware and network with the email IDs hardware@domain.com and network@domain.com respectively. The two mail IDs are linked to a single mail account that is fetched by ServiceDesk Plus. So on configuring the group mail IDs, e-mails sent to hardware@domain.com are automatically assigned to the hardware group and the conversation threads possesses the group mail ID in the address
Hide Projects Tab
In the latest version, is there a capability to hide the Projects Tab for both Requester and Technicians?
New work log owner
Is there a possibility to set that new work log owner is chosen automatically according to request assigned technician? Before upgrade to service desk plus version 8.2 Build 8208 we had this option set(at version 8.0). We use one user account to log on service desk but have defined several different technicians for requests assignment. On every new work log owner is same as logged on user but not technician.
Request - Field Input Order
Newbie question, but is there any ability to control the order of fields when using the tab key to move from field to field in the request form? I would like to speed up the entry of data by encouraging the use of the tab key and the typing of the first letter of the drop down option, rather than using a mouse to click in each field - but it simply appears to move from left to right across the form. Is there any way to amend this?
Edit Service Fields in Form Designer
I created a New Field for the Form Designer for the Service Catalogue and made a typo. Can't seen to edit this field nor delete it from the list of Service Fields. How do I edit or delete this field from the list?
service desk plus with MSSQL service couldn't start
hi i installed ME SDP over SQL server full 2008 R2 created SQL authentication account called MEuser "sysadmin" on SQL install ME using settings SQL server - Account the DB i created successfully and created tables on SQL after installation ME service take very long time to start and nothing happen? i tried telnet MEserver 8080 listining well but nothing open in browser so i tried to access to C:\ManageEngine\ServiceDesk-N\ServiceDesk\bin>run.bat i got this screenshot Port 8080 occupied Do you
Finding cost related to to CRs?
We're using ServiceDesk Plus tool to manage all CRs and SRs, I was trying to find the cost for each CR using SD tool report but i couldn't find it report interface GUI, so I queried in MSSQL server backend of Report server? Can anybody tell me how can i find cost of Each CR? can anybody give me the table names which have link or anything so i can find Cost of each CR?
Full Feature Android App
I see that there is an app for android on Google Play, but it doesn't offer the critical features need for commercial use. (SSL support and push notifications, ect) Our whole company uses Android phones. Please release a full Android App. Thank you Zach
Acknowledge Requester by First Name?
Hi. I'd like to be able to acknowledge the requester by their first name when they receive an automated response to the creation of a new request. However, when building the text to be sent (i.e. "Customize template" for "Acknowledge Requester by Email when a new request is received"), there is no "First Name" option, and all we're given as an acknowledgement name is "RequesterName". Is it possible, with how it is now, for me to add an option like this? steven
Advice on configuring multiple locations
Hello, I am beginning to configure a ServiceDesk instance and need some advice on how to proceed with the sites/departments. Essentially we will need to separate the sequesters for reporting and organization purposes. We are a department of about 10 technicians, and we service town users, and several schools. I have read a bit about this, and have seen a few different ways to do this. Should we configure each location as a site, or as I have seen recommended on here a couple times, as a region?
Hide technician on customer requests list
Hello, If we hide then technician on request form to requester, then customer requests list shows the column with "Not-Auth" value. Is it possible to automatically remove this column on requests list for all customers ? Thank you.
Expected release date for new Change Control module
Hi, I notice that the SDP roadmap change has been updated - http://www.manageengine.com/products/service-desk/roadmap.html Can you confirm in which release the new Change Control (incorporating workflow elements) functionality will be included in, and it's expected release date? Also, looking at the roadmap, it suggests the Project Management module will be included in a future hotfix to v8.1 - is this correct? Regards, Richard
Automatic request
I have doubts in the process of automating emails. Necessary that all the emails that are sent to an account is opened automatically request. What we need to parameterize it? What are the ways? I've Set up the account, gave okay! Is on running and nothing else. Another point, after this setup, is there any place where I have the vision of the inbox those emails?
Blank Product Type
Hello, We are currently on ServiceDesk Plus version 8.0.0.0 Build 8208. In the product type tab, at the top there is an entry without a product name. I am unable to delete it, it gives the following error message "FAILURE :Product Type is being used by a module. Hence cannot delete it." Also I cannnot edit it, it just hangs at the "loading please wait..." pop up. I have tried to find where the dependancy is, in Products and Vendors but I cannot find where else it shows up. If at all possible,
configure service desk plus with IIS
Hi, Could someone please tell me if it is possible to configure IIS in server 2008 to automatically load service desk plus without having to list port externally? ie, when going to helpdesk.domain.com it would take you to http://servername instead of http://servername:port? I currently have helpdesk.domain.com pointing to server IP and then under default website I have it pointing to http://helpdesk.domain.com:8080 which then loads the service desk. But I want to have it clean so it loads
Schedule automatic active directory imports from several domains
Hi, I'm using SD 8.2.0 (8208) and I'm importing the requesters list from several AD domains. I've activated the scheduling of AD, but here it comes my doubt. Does this job imports all the domains I've configured? Or just the last used? Thanks!
Feature Request - Notification Groups and Rules
Do you plan on building in the ability to create custom groups of people that can be notified of a Incident/Problem being created or closed? We are finding this to be a major gap in trying to implement a Problem reporting system in our ServiceDesk implementation. At first, we worked around this by changing the ticket levels to Incident, Problem, and Service Request. We then set a business rule to notify a group of people when a ticket with a level of Problem and a Priority of Sev 1 is created.
DueBy Date - Can I this in Business Rules?
I have created Business Rules that email Support Reps when their tickets haven't been updated in 2 days. I would like to have the ability to NOT request an update if it is prior to the DueBy Date. I would also like to be able to reference tickets on Hold, and as they approach the DueBy Date, send an email off reminding their owners they are on hold. Is there a way to do this that I have overlooked?
Solutions -- HTML ? Attachments ?
Is this coming any time soon ? I recently bought the product and this is really holding me up, "text" based solutions is nearly useless as everything I write I need to show screen shots of how its done ..
Extract of Vendor List
Hi. I'm looking to extract the Vendor List to a file for audit purposes. Is there either a report or a query I can run to extract all vendor details?
Need Help-Asset Report
I need a report that allows me to show total number of product in each state (store, in use) and the cost.
Notify user on ticket reassignment
Is there a way to set up ServiceDesk to notify the end user if a ticket is reassigned from one technician to another? We tried setting the option of emailing the user for ticket modifications, but it was generating emails for each time the category and other fields were set on an existing ticket.
Available Assets Re-size window issue & missing column view edit 8207
We have an issue moving from 8121 to 8207 as it appears the edit column view option is now missing from the asset add As you can see in (figure 1) build 8121 the option is available 8.1.0 Build 8121 (Figure 1) And as you can see in (figure 2) build 8207 that option is missing. Which is now causing re-sizing issue when opening the assets tab as seen in (figure 3) 8.2.0 Build 8207 (Figure 2) (Figure 3)
Cannot assign technician as a requester
Our ServiceDesk has suddenly stopped allowing calls to be assigned to requesters who are also technicians. This has been working fine for months, but earlier this week the names are not appearing when you type the surname in the requester name field. We are running an older version 8125 (too afraid to upgrade in case we break something!). Is this a known bug fixed in a newer version? Any ideas? Many thanks, Mike
Email Seperator
Hi When using the Reply feature in the Requests, the email generated to the user does not contain the email seperator at the top above category and Description. Is it possible to get this placed in? Also Is it possible to edit the default email reply template?
Asset Costs-Bulk Update
I have loaded in a lot of assets. At the time I did not have the pricing information. I know what to add that in. I have added it to the product and vendor but it does not update the asset cost unless I do each one manually. How can I update the same price for all assets for a product?
Login URL
What is Login URL ?? Is that a url in which customers can login or something like the link in which the customers can log into portal ?? Kindly help me out ??
Benchmarking SDP Performance
Hello, We're planning to implement some of the suggested performance tuning suggestions but would like to have an objective way to measure performance pre and post implementation. Are there any built in functionalities/metrics within SDP that we can use, is the response time for the Data Count in Table a reliable option? Thanks.
Active Directory User Import
Is there any way to exclude user accounts that have been disabled in Active Directory from being imported into ServiceDesk?
pass-through for 2 AD
Hi, is it possible to configure pass-through for 2 different active directory (no master child domain relation) from the same SD server? we have in our company 2 different domain with 2 different AD, i managed to import all users from both AD but for the pass-through setup i see only option to select 1 AD, is it possible to do it? we are using SD 8.2 8206 thanks
Resolved and Closed by Report
Hi, Can you provide me the SQL query to generate this report: For all tickets with "Closed" Status from <Date> to <Date>, I'd like to extract the Support Group and Technician that was assigned to the Ticket at the time it was put into "Resolved" Status and then "Closed" Status. The fields I'd like are: Request ID, Date and Time Ticket was created Date and Time Ticket was put into Resolved Status Support Group at the time Ticket was put into Resolved Status Technician assigned at the time Ticket
edit resolve time
hello i've some old requests undocumented and i want to document it now in the service desk, but it refers to work done in previous time and resolve time is prior to current time, but I'm not able to edit the resolve time???
Deleting/Updating Default Product Types
Is there any way to delete or update the Default Product Types? For example, I want to be able to change the Rack product type form IT Asset to Non-IT Asset.
Import CSV file
I have one file excel that contain Persian font,when I save csv file and import that file every parameters that contain Persian font do not show correctly.
Delete schedule report
Hi, How do I delete a schedule report SDP. I login using id that having SDADMIN role but could not see the any report schedule. I want to see all report schedule so I do some maintenance to it. Naharuddin Great Eastern Life
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