Manage Engine Service Desk Plus on iOS device
I installed SD+ and SD+MSP on iPhone, but failed to login. Can someone tell me what's the correct settings for iPhone? Thanks.
Scalability
According to the fact sheet ServiceDesk Plus can handle up to 750 Technicians Unlimited Requesters 4000 Requests per day 7000 Sites 35000 Groups 30000 IT Assets Does that mean we will not be able to add more than 750 Technician licenses? Demetrius
Asset movement
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPos or switches as most of my asstes have gone into workstation? Thanks Keith
Support for Oracle as Database for SDP
Is there any road map for support of Oracle Database as back end; there are many advantages to it; > efficient back/recovery > heterogeneous platform migration. Windows to Linux/Unix; vice versa; > distributed architecture for application and database separate. you can start by supporting the free edition of the Oracle DB as well ;
Calendar Task View Gives No Relevant Task Information.
Is there a way in the Home --> Scheduler -->Tasks view that, when you click on the task link, it would bring up the same pop-up as in the Home --> My View --> My Tasks view. This pop-up is infinitely more relevant, helpful, and usable. What it does give is very limited and contains no relevant information as far as context and what the task is linked to and no working options for it like the My View links provide.
Projects Tab Causes Problems
In Build 8203, in Internet Explorer 8, when within the Projects Tab, the other Tabs (Home, Dashboard, Assets, Admin, etc) disappear. Upon calling support, they said it was a known issue, and I just thought I would post to see if there was an update on this bug. Please use screenshot attached.
Service Level Agreement - applying standard SLA's
Hi Quite new to this tools and just building our customer base on the system. We have created a set of Default SLA's in the -configuration wizard HELPDESK- SLA and in the drop down box Default settings. Here we have defined what we want to use as a standard set of SLA's across all of our customers. How do you apply the default SLA's to each customer? or do you need to create them individually for each customer?. i.e. we aren't looking to apply to all customers we appreciate that we need to do it
ServiceDesk Plus 8206 Released
Dear Users, Hotfix 8206 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8206 SDF-48842 : Whenever a Group request is updated, selected technicians for the group will be notified. SDF-41556 : Allowing technicians to create his own API key in personalize option. Issues Fixed in 8206 SD-50388 : When a ticket is assigned from unassigned state, assigned technician is not notified. SD-50871 :
Report request or help creating
Hi All, im looking for a report in ServiceDesk which shows all laptops or workstation without x software installed im sure its there but i cant find it. if any one could help i would very much appreciate it.
Auto lookup when entering a ticket
Ironically, this feature is currently used when posting a discussion to this forum. It would be a great feature to have the portal suggest topics based on the Knowledge base articles as you type in the subject line. Even if this became part of the Service Catalog feature, it would be beneficial to reduce user calls.
Responding to a notification from a change
When a notification is sent out from a change and someone replies back to it, a new ticket is created instead of putting it in the change it was sent from. Is there a way to have it go to the change so the person that has the change sees the response back?
solve a request with two step via technicians
Hi, a service catalog request or incident request creates via requster. during completion of request ,it needs two steps different technician to solve the issue but i dont want technician to assign the request manually to each other and i dont want to tell the requester to create another request about the issue. cause both requests are related to each other. in this case , in your idea what is the best solution to make this kind of work flow ? Best Regards
Question regarding the automatic closure rule
Hi there, We have our system set so a request is automatically closed after 2 days (if no further response is received from the end user). My question is this: Is the 2 days, based on business working days i.e. does not include the weekends - or does it include non-business days? Example: If I resolve a request on Friday at 9AM would the call close itself on Sunday at 9AM or Tuesday at 9AM? Thanks!
Sites and Categories
I wanted to start a thread to get other users input on how they structure ServiceDesk. We have been using it for years at our Help Desk, and recently got approval to implement it to all of our IT department. I find it a challenge to properly seperate Categories, Subcategories, and Sites. We have 2 primary areas: Infrastructure (Network, Help Desk, Telephony, Mainframe, Servers, SQL) App Development (.NET, Mainframe Applications, External Web, Internal Web) I was thinking on seperating the 2 areas
Assigning a request to a group via mail fetching
Hi Currently we use SDP+ 8205. Since version 8200 we can not assign a request to a group via mail fetching. We are using the @@GROUP=...@@ as before, however it does not assign the request to a group unless we set the "TECHNICIAN" as well. Without TECHNICIAN tag it always assign the request to a random group. I am pretty sure that it had been working properly before 8200 update. Is there any known solution that I can apply? Best regards
Substract Resolved Time - Created Time Problem
I'm using Postgresql and I don't how to substract Created Time from Resolved Time to show me the time that technicians spent resolving one request in hours and minutes
LDAP - Import Schedule
Need the ability to set LDAP to import on a scheduled basis. We have 30+ LDAP DNs configured, so we can reduce the amount of traffic over our WAN due to unwanted users being imported. Each site has it's own hiring process; however, IT is centralized. Currently, we have to manually import each LDAP setting.
Groups not receiving email notifications
We're having an issue with group email notifications. Group members are not receiving notifications when a request is assigned to the group via mail fetching when it is sent from a technician. However, notifications are being received when a request is assigned to the group via mail fetching by a standard requester. On the Notification Rules page, under Technician Notifications, "Alert group members by e-mail when a request is left unpicked in a group" is enabled. Has anybody run into this problem?
Unable to see all technicians in the worklog owners field
When adding a work log in a request i am unable to see all of our technicians in the owners drop down field. I am having to stop and start the servicedesk service on the server every hour to get the technicians to show again not soon after they dissappaer and only three out of ten are still in the list. Please Help!!
Report Request for site stats per day
Hi, please can someone help me generate a report. im looking to see a list of our sites with number of tickets raised that day and number closed that day i can do individually but not together. thanks in advance Russ
Asset Query
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPos or switches as most of my asstes have gone into workstation? See attached picture. Thanks Keith
Asset movement?
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPOS which I have setup asmost of my asstes have gone into workstation? See attached what I mean. Any solution would be great. Thanks Keith
Custom Asset Report
Is there a way to configure and report on all assets (specifically Servers/Workstations) on the following columns: Workstation Model Custom Attribute Business Impact I am able to configure a custom report with data for the first 3 columns but I cannot find where to add the Business Impact column when trying to configure a custom Asset Report. The business impact field is visible under the asset information page, just not as a select-able item for reporting. Thanks!
SDP Project Task leading to changes
Hi there, I'm using the new Projects module for SDP, and running in to a workflow issue. I'd like to be able to manage project milestones, tasks, changes, and incidents in the one place. However at the moment, I have to duplicate information across both the Project module and Change module. Ideally it would look like this: Project 1
Contract attachments lost
I've been having trouble with attachments to SDP contracts getting lost. When I click the attachment, I get to a window "The file was not found." An example of an attachment name is "RHL Support Entitlement order 11:9:12.rtf". The latest instance of this is on a contract renewed in Oct 2012. Also, when I renew a contract, I delete all attachments because they're relevant only to the old contract. I Edit the contract and when I click the red X next to the attachments(s) the first time, it duplicates
auto pick-up
hello, i am technician of desktop support group and i want to know, is there any third type software or something which will make pick up of the ticket\request which will be assigned to our group, thank you and waiting your replies
Weed out records if count is lower than 2
Hi there, I've created a report in the ServiceDesk Reports area and I am close to what I want however i was wondering if there is any way to not include any records if the "count" on the report is 1. Basically the report I'm creating is a "repeat call" report and it counts the number of requests submitted by users within a time frame and I want to ONLY include the requestors that have multiple tickets within that time frame. Is it possible??
Import asset/cmdb relations from CSV files
Hi, I'm using SDP 8.1 and I'm importing a lot of assets using csv files. Is it possible to import also asset (or cmdb) relations using csv files? Thanks, Sutot
Technician Availability Report
Hi, i need report for availability technician by year or month
Template for 'Submit for Approval' on request???
I am on build 8205 of ServiceDesk Plus. I was wondering if there is a Template for the email that gets created when you do the 'Submit for Approval' action on a Request. I haven't found one and we would like to modify (slightly) the text of what is sent to the approver. Many thanks, EJ
blue font on subject after update
after updating to 8.2 build 8201 some technicians tickets are blue font for the subject... only the subject is blue, the other fields such as ID, Due Date, etc are black. This appears to be in IE8... IE9 doesn't have the blue font. Of course some of the techs like it and others say its hard to see... just wondering if there is some fix or what caused this. thanks
Mail Fetching doesn't work
Hi, I have a problem with incoming mail fetching. Mailbox informations are correct, and the connection test did while saving settings is ok. But emails aren't fetched, and "Last attempt to fetching mail" contains an empty value. More, in scheduled list windows there is this row: 4814 MailFetchingSchedule 2013-05-27 17:39:45.28 null null Enabled 1 minutes 18000 More, when I try to stop and restart mail fetching following rows appear in the log file: 16:25:54:046]|[05-27-2013]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[39]|:
Notes field in chronological order with the replies
Hi All, I'm new to the latest version of Service Desk. I like to add notes to incidents, these are mainly comments for my team to see (I don't mind the requester seeing them if they login). For example a user reports an issue with a printer, my team might spend some time trying different things and I then take a look and I might like to ask something like "Have you tried turning it off an on again) I would like my notes to show up in chronological order with the conversation rather than hiding at
Request List From ServiceDesk Plus API
Hi, I was wondering if it's possible to use the ServiceDesk Plus API to get a list of requests. Ideally I'd like to be able to develop a "Dashboard" that will give a breakdown of requests by technician and display the number of unassigned requests that could be displayed on a large TV in our helpdesk area. Looking at the API docs in the system itself I see information for pulling individual request data by ID number, but I'd like to be able to pull lists by Group and Technician. Mainly just
REST API Format
Hi! We are wondering which format if that is the case will be the road ahead when setting up API integration with other systems. Input Format 1 or format 2? Which input format is the on prefered one? "Note: Please note that the Input and Output XML formats have been changed. But for compatibility reasons, the Input operation will support both the formats. " Best regards, Jay
Unable to Upgrade to 8205
I am unable to upgrade to the latest release 8205. It gets to the post invocation process then I get an error that says Sorry, Uninstallation is currently not supported This has actually been occurring since any release past 8202. I am unable to upgrade to any new release and I have to revert to a backup. Any solutions out there?
Clean build on MSSQL
Dear Support, Which build of SD do I need to install as a clean new build on a new server to be able to use MSSQL as the back end? The most recent install runs on PGSQL no matter which option you choose. Change to MSSQL is not supported? I guess I need to install an older build on MySQL or one where MSSQL works correctly from the start then upgrade it? Thanks, Dean
Critical : Error while invoking backup (Manual backup and backup scheduling fails)
Hi Service Desk Employee. I am implementing your product at a customer site. I got an error messages through mail after I enabled backup scheduling. Below are the email I receive from the system. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.util.zip.ZipException:
Software Asset didn't shown when changing asset associated to request
I add all IT asset as well as the Software, but when I would like to assistance one of the software to a request , the software didn't show in asset drop down list any help in that
Repeated failed updates
I have experienced failed updates the last two attempts we have made. The first was with build 8203 which required a support call to be made to get our system back up and running. And then again we tried updating to 8205 and again this failed but we were able to revert back on our own this time. Do you have any suggestions on how I may be able to complete an update as we are currently stuck at 8202.
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