Seach remarks fields of purchase orders
Due to there being no way of linking a purchase order to an incident, change or problem record we sometimes we store important information in the PO remarks field. We cannot however search these fields. Can PO search include this (and all other PO fields). Thanks, Stuart
Escalation report
One of our managers is wondering if we can report on escalations. Is this possible?
SLA Warning Notifications
Is there a way to configure notifications that a SLA is approaching on a ticket? I would like to be able to send out notifications to my technicians when 50% and 75% of the SLA time has expired and I would like this to be system wide and not have to set individual reminders on tickets.
Changing type of a request
All requests that I receive over email, are automatically registered in the system. It is correct mostly, but sometimes I would like to change type from a support request to a service request. How can I do it?
Custom Report Help, Custom Asset Field
Hi Everyone, I'm trying to write a custom Asset report in Crystal reports and need to report on a custom field we added to the asset screen. Does anyone know what table that information is stored in? Thanks. Marc Fleischner Rowan University
Removing unused software entries
My software list is now running to over 4000 items, but I can see that a huge number of these are showing as '0' installations (ie the software is not installed on any of the PCs in our environment) Is there any way that I can easily remove any software with a '0' installed value (I believe this might be a feature of 'Desktop Central' but we don't have that software)
vendor deletion
If I delete a vendor, what happens to the purchase orders that were written for that vendor and any assets that were associated?
HotFix 7514 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7514) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7514 addresses the following Enhancements / Issues. Enhancements in this ServicePack : Caching enabled for default and referred site data like BusniessRules, ServiceLevelAgreement(SLA),Operational Hours, Holidays and Timezones. Following Performance Intensive operations can be turned off based on a
MS SQL Query to Change Site on Change Tickets
Hello, I am looking for a MS SQL query to view/change the Site associated with Change tickets. I'd like to be able to change them in bulk. I found this https://forums.manageengine.com/topic/clearing-out-junk-sites-and-departments which seems to work in the Requests module, but does not affect anything in the Change module. Any help is greatly appreciated. Thanks!
adding projects to dashboad
Hello engineers is there any plan at the moment of adding projects status to dashboard?
Adding Links to Technician Home and/or Jump To drop down list
Is there a way to customize the technician Home page to add an area for links and/or is there the ability to customize the list of links on the Jump To menu? Thanks
Using the Jump To Option.
When we use the jump to option to go to Desktop Central from Service Desk Plus, it opens Desktop Central on the same window, but when we use the Jump To option to go from Desktop Central to Service Desk Plus it opens a new window which is the way we think it should work. Is there a fix in Service Desk Plus to get it to open a new window?
Moving from workstation IT Assets?
Hi, Was wondering how you can move assets from workstation in to say printer or switch list? Regards Keith
Configuring POP3S account, error Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
Hi! I´am trying to configure the Incoming POPs3 account email setting and getting the following error: Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate. I´am using a Global Sign Organisation Validation CA certificate. Works fine from Outlook etc. Any ideas how to resolv this? Best regards, Mats Engholm
Not receiving closing notifications
Our requesters are not receiving notifications when the request is set to resolved or closed. They do receive a notification when the request is created. We have the following notifications enabled: E-mail user when a request is resolved. Acknowledge requester by e-mail when the request is closed. 8.1.0 Build 8116
Technician Missing From the Technician List
Hi Guys, We're in the middle of changing over to the ServiceDesk plus v8.1 and I've come up with a bit of an issue where one of the technicians that was added has now gone missing. He can still log into the system and has full functionality of the support site. I have found and read the following thread: https://forums.manageengine.com/topic/name-of-one-technician-missing and ran the recommended command "select h.technicianid'Technicianid',a.first_name'Technician',sd.status'Status' from helpdeskcrew
First response
Hi SDP Team, Good day! I would like to ask what is considered as first response for an issue raised from the application. So the SLA would not be violated? Thanks, Mark
Name of one technician missing.
Hi All, I have a technician who shows up everywhere but in the Technician list. Any ideas? Thanks, pmat20
Customize Dashboards in Service Desk 8
I love the new service desk 8 so far! However, the dashboard is just a little "crowded". I'm running a wide screen monitor at 2048X1152 and the dashboard takes up a very small portion in the center of the screen. For example, the technician names get cut off, like so: Eric Co.... Mark He..... And so on. Is there way to "stretch" the dashboard out? Thanks! Eric
Time logged on tasks does not appear on reports
Hi all, We have just upgraded to SDP 8.2.0 build 8204. We can now log time against a task as well as being able to log time against a request. When we log time under the work log tab of a task, it also appears in the work log section of the request. However time logged against a task does not appear on time spent reports. Is this a bug, does anyone know how to resolve this? Thanks
Technician security roles
Can you add a row to the role based security definition for "requester"? It would be great if technicians could maintain user fields! The only way to do that currently is to make them an admin with "God" rights.
Change to AD Import OU's - impact on Technicians
Hi, Currently our AD import schedule appears to target the root of our domain. As such it imports all the disabled accounts which are kept forever in an OU separate from our Live accounts. Naturally we do not want these so I wish to alter the query by using the 'Import Requesters from Active Directory' function and selecting only our Live OU. I understand this will repopulate the Requesters but will it also trash my Technicians statuses? Further will it then perform the same query on the schedule?
Technicians Missing Their own Tickets
I have a handful of helpdesk guys who work in ServiceDesk groups so they have "Technician" rights in the Services Desk. These same guys enter personal tickets within the Servicedesk to other groups within our company for help. How do they view the tickets they personally created when they dont have access to those groups. When a non technician logs into the service desk they see all their tickets on the front page and can view /edit them etc. When a technician logs in they see the technician page.
administration AD for full export information to serviceDesk
Hello, What attributes in AD conformity attributes in SD in section "assets" (if i change workstation for view) - User - Department - site
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox
Using exchange 2007 and service desk 7022. Do you get this error FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. During or after a migration to exchange 2007. Go to the exchange server and then exchange management console, then server configuration, client access. then right click on imap4 properties, then authentication. select plain text logon. (first Choise). then restart the imap service in exchange.
Customer/client portal
New to SD but I am having trouble understanding how the customer/client portal is established, what information (URL) do we give the customer to enter their own tickets. Right now it looks like we have to build them with an account to enter a ticket - not what we want. Can someone push me to the right information on getting this setup properly? Thanks~
Status is changed in resolution containing an image
Hey, We have a little problem with the status field. If we add an image to a resolution (paste the image), the status is changed back to "Assigned" after clicking on "SAVE" even if we are saving the resolution with status "Resolved". Why is that?
Upgrade
Your Version : 8.1.0 Build 8107 Latest Version : 8.2 Build 8205 I wish to upgrade my install of manage engine to the latest, and also change the server its on Current setup : windows 2008r2 / MS SQL 2008 backend, running Manage engine 8.1.0 New setup : Windows 2012 / MS SQL 2008 backend, running Manage engine 8.2 x64 what are the steps i need to take to do this upgrade?
New User through AD
Hi, I am using Version 7.0.0 Build 7022 Service Desk. I want to create a new technician from Active Directory, but if try to import from Active Directory my complete list of users will be replaced. Is it possible for me to import just one user? Please advice. - Nads
Cannot run Import from Active Directory on Google Chrome
As of recent, I can't run Import from Active Directory on Google Chrome. This is what the manual import looks like There's no box for me to enter any usernames.
Configuration checklist
Hi guys, Is there a configuration checklist available for implementing ME? I don't want to reinvent the wheel and we're upgrading to a clean new version of ServiceDesk Plus. Cheers, Amy
First Call Resolution - Calculation
Hi Users, We are getting frequent requirement from our customers to support First call resolution (FCR) option for Requests and to generate reports based on it. Wish to understand how FCR can be auto determined. Below are some of the ways where FCR can be set automatically : - When request is created in closed status - When no Reply has been sent to Requester and the request is getting closed - When only one Reply has been sent to Requester (apart from any automatic mails) and the request is closed
Help needed - walkthrough of how to process a job
Hi guys, We have been using ServiceDesk for a while but are still a little new at getting the process correct for managing a job from start to finish. at the moment, a case comes into our unassigned cases, an engineer picks up a case and does the actual work. They then goe back and fills out a work log at the point of closing and resolving the case. Is this the best method for working on a case? Can someone give me some examples of how your technicians process jobs within your company? I just
How to insert image to richtextbox from clipboard
When I write description of request or set new item in knowledge base I need to insert image from clipboard, but now I can insert image only from file. So I need to save image in some image application (like Win paint) and after that insert image from file. I tried copy-paste but imege don't insert. I need to insert image faster than from file. Can you put some button to richtextbox that help to insert image from clipboard?
Mail Fetching
Hello. Is it possible to make it so that the answer was added to the application, even if the email sender has not been found among the email addresses of users? Now if the address is not found email is deleted from the mailbox.
New and Resolved Ticket Dashboard?
I'd like a dashboard (not a report I manually run) that my boss could pull up at any time and view the total number of opened and resolved/closed tickets. Currently the dashboard only shows closed tickets, which is pretty discouraging when you resolve 15 tickets in a day and have to wait a few weeks for them to be marked as closed. Is there a dashboard like this already? Or an easy way to make an automated report? (I'm cool with using APIs if needed, but would prefer something built-in)
migrate tickets from one daabase to new one
Hi there guys, Wondering if you could help me out here. I currenlty have a servicedesk system on a server(sql on box) and i want to install a new server with servicedesk (sql on box) on it. I have a requirement to retain all the ticket information from the one system to the new one... Does anyone know the best way to approach this; if anyone can direct me to documentation that would be great too...
IT Asset Network Printer Error Information
Dear Support, We tried using the network scanning for the printer and for few of the machines we were able to capture the information but in the details we found the below information. Kindly suggest what the error could be? Thanks
Importing assets in to Servicedesk Plus 7 Enterprise
When importing assets from a CSV in to the workstation area of servicedesk the imported "Manufacturer" goes in to the "Service tag" field and the imported "Service tag" is dropped altogether. This seems to be a bug. Could it be added to the list of fixes please?
Additional field DATE type value cannot be deleted
I created a Incident additional field with type DATE. Once I enter a value, I cannot delete the value - I can only change the date.
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