SLA violation email notifications to the assigned technician
Hi team, I know you can configure escalation levels to warn particular people when SLAs are due to expire or after they have however is it possible for ManageEngine to email the assigned technician to remind them the SLA is due to expire? Amy
SLAs and notifications
Hi, I'm hoping someone can explain this to me. I have an issue with SLA notifications not being sent at what I think are the correct times. I have a test SLA setup with the following conditions: Rules Set: "Requester Name is <test user>" Any request matching the above rules should be responded to within 2 minutes Any request matching the above rules should be resolved within 3 minutes Response time Enable Level 1 Escalation ON, set to Escalate Before 1 Minutes Resolution time Enable Level 1 Escalation
ServiceDesk Short Comings
I have been testing out Service Desk for a few days now. I have found it lacking in a few areas. Now perhaps I'm missing something, if so please advise. My environment is simple. Four techs and no budget. My goal is to get some stake holder buy-in to add some functionality of the Support Center solution and keep it all within a single system. That way I should be able to secure funding. Right now I'm testing Service Desk on a Windows server. I have also tested the install on CentOS connecting
customizing report
hello i need to customize the report form or template when exporting to excel or to pdf so how can i do that
disable Request Closure Details
hi have can i disable the "Request Closure Details" i dont use it and i dont want to see it in the detail of problem have can i do that ?
Using HTTPS protocol with a Comodo wildcard certificate
Hello! I tryed to run ServiceDesk Plus as a HTTPS Service using a Comodo wildcard certificate. I found service desk installation guide but it became outdated. I made step 1 and step 2 according the instruction, but in step 3 I faced a problem. How to install Comodod Certificate is described on page 40. I didn't find all certificates, that needed to install: UTNAddTrustServerCA.crt, ComodoUTNServerCA.crt, essentialSSLCA.crt on web page http://www.comodo.com/about/comodo-agreements.php. It isn't using
Multiple Assets in incidents
I think it would be very helpfull, when requesters would be able to select multiple assets, because the customers don't realy know which of their components has an error. It would also be nice if you would be able to show fields of the selected assets in the request/incident. kind regards Thomas
Help with query report
Hi, We have created the below new query report, which runs ok, apart from the 'Overdue Status' is always blank? Can you take a look and let us know where this is going wrong? We are using SQL Server 2008 & build 8125 of SDPlus. Thanks SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",rtdef.NAME "Request Type",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester",pd.PRIORITYNAME "Priority",longtodate(wo.RESPONDEDTIME) "Responded Date",longtodate(wo.COMPLETEDTIME)
Workflow
Dear Support, i want to ask if there any plan to implement advanced workflow feature in the ServiceDesk Plus to customize it as business need. i tried one of our workflow and i asked your support but unfortunately we implement it partially . Regards, Samer
Log incident/request against CI item
Hi team, I'm struggling to see how useful the CMDB module is in ManageEngine aside from having a list of CIs to piece together an environment. Can CI items not be added to incidents and service requests if jobs are raised that affect them? We're using: Your Version : 8.2.0 Build 8202 Amy
how to synchronize servicedesk plus in two domain ????
Hi guys I am a network administrator in a big company in a our country & we have a 5 building & one parent dc & 4 child . how do i can create a report & synchronize in all ServiceDesk plus domains ??? Please Help me
Add new asset
Hi all, I am trying to add a new asset from Asset Tab -> left panel - Asset -> IT Asset -> Printers ->. When I select “New” (see 1st screenshot in the attached file) I receive this message(see the 2nd screenshot): <Error in componentVendorFormUnable to get value of the property ‘node Value’: Object is null or Undefined>. Thanks for any help
Checkboxes in Incidents and Requests
It would be very very helpfull, if you would implement Checkboxes to the additional fields. I know this request was pretty often asked for, but hey it can't be that tricky to add just checkboxes as additional fields for incidents and problems. The checkboxes in Servicerequests are not enough, cause it is not checkable with businessrules. Kind regards Thomas
Business Rules and additional fields.
Hi, I found that there is no possibility to fill additional fields via business rule. You should add this feature in the future to make the process to be more automatic. My example is that I have requests created by HR department (in case of hiring new personel) in automatic process. What i need is to fill additional fields like name, position, standard privileges etc. of new employee to easy make reports of reiceived permissions by specific person. Now i have to deal with decision if it will be
ServiceDesk Plus 8205 Released
Dear Users, Hotfix 8205 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8205 SD-50683 : After 8121, some of the Preventive Maintenance Task schedules get changed to one time schedule has been fixed. This issue happens only for the servicedesk plus installation uses MsSQL and PGSQL database as back-end. Note : The task schedule(s) which is changed to one time schedule will not be recovered
Iphone App - permissions
When trying to use the Iphone app of service desk plus i get the error Technician does not have permissions to get the filters for request -. I have SD-Admin permissions so I'm not sure why i don't have permissions. I'm on build 8.2.0 8200
Removing Purchase Order Approvers
I just noticed that we have several former employees who are still listed as Purchase Order Approvers. Since they are no longer technicians, there is no record to unselect the check box from. Is there anywhere in the system we can go to delete past PO approvers who are still showing up in the list?
time spent report
hello i would like to get a report containing the request id and some information about the request (requester, category, site, subject, technician) and the time taken to resolve the request in hours
comments report
hello i need to make a report containing request information plus the comments
Reusing usernames results in conflict
Hello there. I was hoping for some input. Imagine this scenario: 1) Peter Pope is hired. He gets the username "pepo". 2) Peter Pope makes 5 tickets over the years. 3) Peter Pope quits his job, and the username "pepo" becomes available. 4) Petra Potter is hired and gets the username "popo". After SD syncs with the Active Directory, Petra is assigned Peter's tickets and names, so when she makes a ticket she will appear to be Peter. I'm thinking this is because old cases and such are kept for so it's
Two assets being stored as one
Not sure what's causing it, but I have two separate machines in different locations that are being detected as one asset each time either is scanned. They are one asset number apart. Each time the scan is done the new scan replaces the asset and logs all the differences between the two machines as changes.
Mail server settings for request creation through Email
Hi, We want to enable the service request through email feature. Please provide me the step by step configuration guide for configuring this. Is there any specific format in which user needs to send the email ??. We want all the emails coming to a particular mail ID to be converted to a a request in service desk. Regards Jobin Jose
Project Milestone Status Question
I have a project open. The 1st milestone is closed. I added a task to the milestone, but the milestone stayed closed with 8/9 tasks completed. Is this the correct behavior?
ServiceDesk Plus App.
Hello, Are there any servicedesk/opmanager apps for Blackberry and Android phones? Thanks.
Android Apps ManageEngine Servicedesk
Hello guys, We have noticed an Android app for ManageEngine Servicedesk in the Play Store, which we have tried. To our surprise this is a very limited app currently, hardly something that is actually useable. If it possible to give some insights in how this will or will not go forward from the current app please? I can see a few killer features immediately. 1. Create a ticket quickly (basic information) 2. Scan a QR-code of a device, that takes you immediately to it's details page to so you can check
Possible to remove/disable formatting tools in the application
Hi SDP Team, I would like to ask if it is possible to remove or disable the formatting tools in the "Description" of the SDP application? My goal is to have a standard font color, size etc. in our organization. I don't want our requester or technicians to use different font colors or different font sizes in creating or updating requests and resolutions. Please advise. Thanks, Mark
CMDB - Search from Home page
Hi, I was unable to search for a custom CI that hasn't been marked as "Track As Asset". I have created 2 custom CI Types: 1. I marked one as "Track as asset" 2. The second one was not marked. I was able to find no 1. by selecting Search In: Asset from the search drop down list (Home -> Search on the left hand side) But I was unable to find the second item. I tried other selections available from the list with no luck. Please can you advise if I there is a way to include CMDB in the search drop down
Round Robin to a support group
Please consider adding the ability to specify round robin auto assignment to members of a specific support group. We have multiple areas that want to have this feature, but can only implement it to the primary support staff. Thanks, Dave
Service Desk and Kaspersky
I have installed Version 8 of service desk and I recently installed Kaspersky which requested me to restart the server. The minute the server came up Kaspersky loaded but service desk hangs at Application Layer started.................................................. and nothing happens Kindly assist
Remote connect via agent
Is there a way to keep the remote connect software through the agent from putting a shortcut on the desktop of the client computer? We would like to minimize the footprint the end user sees to keep from having them clicking on it or trying to uninstall it.
Sites list is empty under technician view
I have all my sites listed under admin -sites. But when i go to the technician window to assign them, the list is empty. How do I get my sites to show up?
Unable to create a software license
I am unable to create a new software license for one particular adobe product. creative suite 6. I was able to create a license for another adobe product. So not sure what the problem is. I enter all the fields hit submit and basically get a blank page and no matter how long I wait the page does not refresh nor is the license created. I also have the same problem with a couple of other products manufactured by IBM. Please advise soonest. Thanks Karen
Xerox Printers not scanning
We are having problems with some printers scanning into ServiceDesk. To clarify what I'm referring to, I open a printer under Assets then click the Scan Now button to read the stats on the printer. This will scan successfully on one WorkCentre 5655 and one WorkCentre 5645. The printer models that will not scan are: Pro 90, 7755, 7556, and a 7775. Any ideas?
Time spent report - calculated as minutes only (more friendly to XLS)
Hi team Wondering if you could provide me a report which performs the following query, but makes the Time Spent column a number which is more friendly in Xls (ie minutes ony)? Currently, the format 00:00:00 does not calculate in pivot tables (because it sees it as text). Changes to the cell format in XLS have not been successful. SELECT mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME
ServiceDesk Plus 8202 Released
Dear Users, Hotfix 8202 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 8202 SDF-50337 : Option to configure actions on a Incident/Service Request to other external applications through a XML configuration. For eg. customer's can create action like 'Create a new account' to be displayed on the 'New Hire' template and when invoked from the Request details page, can plugin their own code to
Help with base tables
I need help with the base tables so I can document my installation 1) I need a query that will list Support groups with all technicians in it. 2) users with within each user group 3) Support Group attached to each incident template 4) Group attached to each service catalog template. Given the time I could find these Im sure, but I'm just not familiar enough with nor have the time to dig into the database schema to find these answers. If anyone has the table and joins for these types of reports,
Web Service, Soltuions RSS Feed?
Are there any web services exposed by SD+ to help integrating requests, soltuions listing/searching? Any plans? Also some RSS feeds might also be nice for publishing new solution articles etc. on a intranet site etc... TJ
Rest API GET_REQUESTS command
Using REST GET_REQUESTS command, I try get all the requests by requester. Using GET_REQUESTS, i have obtained the last N unfiltered requests list. But I do not know how to execute this command with a filter. Thanks.
ambiguity with task of *unapproved* changes
Hello. In each view which lists tasks, task of unapproved changes are shown to the technician. This could lead to the situation that a technician, who is not involved in the change itself, could work on his task list and execute tasks which are not approved yet. So we suggest to tag tasks belonging to unapproved changes ( by adding an information like '(unapproved)' or by display the task in another color or ...) by the way, what is the meaning of (N/A) behind the tasks in the technician's Home View?
E-Mail Command Parser Service Category
The field Service Category appears to be difficult to set either by parser or by template. Everything I do to set it via the email using @@SERVICECATEGORY=x@@ fails and even if I use a template with it set, that fails to set it. Is there any way to set the Service Category with a e-mail ticket and template?
Next Page