Annotate assets
There ought to be a way to annotate assets. For example, If i have a laptop sitting in store I should be able to annotate why.
template helps
Hi good afternon: I have a question if I have several templates of the catalog of services and if my users are wrong about the selection of these is no way to change the template? within pueso incidents templates add an approver?
Can I have 3 levels of clients ?
In my company I need an client's arborescence in 3 level : We have groups than contains plants than have contacts who send us incident emails. Does someone knows how can I do, please ? PS : sorry for my english level, I'm trying to improve it :)
Possible to have two inbound mailboxes and separate notification rules?
We would like to have ServiceDesk pull in requests sent to a separate email address used by external customers. We already have ServiceDesk installed and in use by the internal business. We would like to have a sub-department in IT monitoring a dedicated support group and performing all work within the tool. However, we are concerned ServiceDesk will send emails to external customers asking them to 'resolve' a request etc (exposing our internal server name). Is it possible to completely seperate
Notification on reply from technician
Is it possible to reply to a notification and the response be emailed to the requestor?
The select technician list is blank on request page
The technician can't see the list on request page, but admin can.
can I modify view in the survey result page?
Hi there, under admin > user survey > survey result. The subject for each are cut-off;it's like they're hard-coded to display up to 18 characters only. the same thing happens on other location as well but i can't remember exactly which one(s). Anyone knows anything about this?
Amendment to existing query report
Hi there, I currently use the MYSQL report located here: https://forums.manageengine.com/#Topic/49000004996423 The report works very well for my purposes but it adds the timespent to the technician that the job was assigned to at the time rather than the technician who entered the time. Can this be ammended? Thanks, Hayden
Password in SDplus Ent
Hello, How to change default password policy ? When new account createing ... password same as email address .. is it possible to generate password ,.. and do not use email as password ?
Project Management member permission override
when adding a new project I have added all the users as 'team members', I can now not edit the project or even delete it, I am an admin user? Thanks James
After update need a report that shows time spent on tasks not associated to a WO
Some of my techs do research and I need to track the time for them. They currently use the task in v8200 and apply time to them, however I can't seem to generate a time spent for just tasks. Am I overlooking something simple.
Outstanding ticket report
Is there a way to create a report that shows how many outstanding tickets each technician has on a weekly basis for a month? I would want to have this in a timeline format. Thanks.
No new tickets even though fetching is running
Our ServiceDesk Plus stopped receiving new requests since this morning. Fetching is running, sent several test requests, restarted the service and the database, and I restarted the server, to no avail. I tried calling ManageEngine but it looks like they are quite busy as I ended up leaving a voicemail. Any one here have any suggestions?
Feature request: Add Resolved requests to Home page
Hi would it be possible to add the resolved request which is waiting on input of a requester to the home page of that requester? So when a technician sets a request to resolved the requester has to close to ticket by accepting the resolution. At the moment you do see Open Approval requests on the home page. Can we add the resolved requests to the home page as well? thanks
Quiet Add Request
Guys is it possible to get the RequestServlet api to NOT redirect to SDP site?
How to Mark a Normal Change Approval Status to Approved
How do I change the approval status to approved in Manage Engine SDP? We have several change requests that show on the home page as Unapproved Changes. The Change Status is set to approved, but the Approval Status is set to N/A. Can someone please help?
Workstation asset names being appended with _old and _old_1
We have several workstations that are having _old and _old_1 being appended to the name. They look like this: workstation1.domain.net workstation1.domain.net_old workstation1.domain.net_old_1 What is causing this? None of these machines have been removed from the domain, and we perform a scan every other day. The workstations are always put in the "In Store" state, and all the correct hardware information is being populated (make, model, CPU, service tag, etc.). We're using SD+ Enterprise 8.0
Import Technicians from CSV
Is there a way to import technicians from a CSV like you can import users from a CSV? I have to add 25 technicians and would like a quick way to import them. Thanks, Jason
Limit No. of Calls Open per Technician
Is there a way to limit the number of calls a technician can have open? For instance, if they reached this limit, they would have to close calls in order to be able to pickup new ones?
ServiceDesk Plus Error
Hi All, I recently downloaded the iPhone ServiceDesk + App. I logged in successfully, but once i logged in, it gave me the following error: 'Upgrade Service Desk Plus to Version 8125 or later to work with this app' ATM within the App Store, there is only version 2.0.1, how am i supposed to upgrade to version 8125? Or Are we supposed to upgrade our Service Desk (web version) to the latest version 8125? Which will then some how allow the App on my iPhone to work? Please advise. I would like to use
Parsing emails
We receive emails from another service system. Is there anyway ServiceDesk Plus can detect the request ID in the body of an email message?
Question about TimeSpent
Hi Everybody We are trying to use TimeSpent part in Requests for our Helpdesk Support Team. They must trace everything they do in each call, with the time spent for each action. Is there a view where each employee can see his own timespent, day after day, and without running a report ? (we don't want to give them access to the report section) Thanks by advance Regards Michaël
Bulk update "Requester allowed to view" value
Hello, I need to set the value of "Requester allowed to view" to "Show All Their Site Requests" across every single requestor we have. Approximately 550. Ideally I could just run an update of the database to set this rather than having to set this manually or write a script to automate the clicks it takes to get this set. Any information you can provide would be appreciated! Thanks!
Request color codes not working
Following the 8.2 upgrade, all subject lines on the request view turned into blue. I noticed the color codes on the request status customization page however those parameters are not working (not affecting the request view at all) Is there anything that I am missing? Best regards
No need to re-approve POs if they're cheaper?
Hello. Sometimes, I have to get a rough or estimate price and enter that for approval. When the real price comes through, it's often lower. But SDP still makes me get approval again, even though the original higher value was signed off. :s Would it be possible to set POs so they do not need to be re-approved if the changes are only the prices decreasing? Thanks.
Automatic monthly backups of SD Plus - how to change backup location
Hi all, I've recently noticed that the ManangeEngine\ServiceDesk\backup directory was quite large. On inspection, found a large number of backup files. These look to be Full monthly database backups. We already have hourly and daily full backups, is there any way we can stop these full monthly backups from running? If not, is it possible to have this write to another location?
Request Auto Refresh
Was the auto refresh removed from requests sometime recently? It's been awhile since I have upgrade and went to 8.2 for the project managment / task changes. We no longer have the auto refresh timer and this is causing some serious delays in our workflow. We have three techs that keep a copy of service desk open on a second monitor and as things come in they see it within 3 minutes and it gets properly assigned. Now, if they are wrapped up in something, they forget to occasionaly flip over
Auto assign technician
Request are are auto assign technicians based on the which support group the techicians belongs to based on load balancing. However @ times request are not assigned even if they are in any of the support groups. How can ensure that any request that comes through is assign to a technician automatically?
Exception while trying to send notification for Request ID : 48412 Mail sending failed.
Anyone know what this means? trying to forward an email from servicedesk to an email address sending to email address from outlook works fine.
Change Subject password changed
Dear support, how could i change the Subject and Onject of the e-mail sent once the password has been change ? Regards. Paolo G
SDP Asset group colum selection for custom fields
Dear ManageEngine, i'm signaling that if you add custom fileds to assets, you cannot then add them in the table view of the Asset groups. You can add custom filed into the general Assets > Resources view. Unfortunately in the general view you can see all assets unfiltered, so it kinda defeating the purpose of groups. Best Regards
Associate Site on Scheduled AD import
Is there a way for Requesters to be automatically associated to a site as part of the Scheduled AD Import?
HOW TO ENABLE ON HOLD STATUS TO BE TRUE?
I want to enable the on hold status to e true thus, even if the agent puts a request to on hold the timer won't stop and escalation flows as normal, how to do it?
Adding technicians as project members
Hi; I'll admit, I feel I am asking one of those: 'like duh' questions. But I want to be able to choose from technicians, as my project members, when I create a project the likely members are already listed as technicians in SDP. Via the online admin help notes for SDP I've found these steps (under Projects>Project Members): Adding Project Member(s) Click on 'Members' tab. Select 'Add Members' link Available Technicians'/Users' List already configured in ServiceDesk Plus would be displayed. However,
ServiceDesk Plus 8201 Released
Dear Users, Hotfix 8201 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 8201 SD-50246 : Description column is added in work log list view. SD-50251 : Unable to login as local authentication when LDAP authentication is enabled. SD-50247 : Unable to search Request work log from global search. SD-50200 : Action button is missing under workstation list view in IE. SD-50243 : Request description
Move Notes to a Tab instead of the bottom of a page in a request
Move Notes to a Tab instead of the bottom of a page in a request. I've used the work log probably how I should have used Notes. Now that ManageEngine changed the way work logs are done, It may be best for us to use notes. I'd rather click a tab then scroll down and add more notes.
8201 hotfix
Downloaded the current hotfix this morning and when I try to update it, I get a compatablity message.
Are reports affected by archived incidents?
Hi I'm trying to run a yearly report to track the number of service requests coming in monthly, by request mode; however the report is clearly showing inaccurate numbers in the early months of the past year. I assume this may be due to archived service requests. My question is as in the title: Are reports affected by archived incidents? and if so, is there a way to run reports that will include archived incidents? Attached is a picture of the report I ran.
Feature Request: Ticket Close
In service desk it would be handy to have a "Save and Close" function in the resolution tab. 99.9% of the time if we are entering a resolution we are ready to close the ticket as well. It would be nice to eliminate the step of saving the ticket then going back in to close the ticket. As it stands there is a "Close and add to solutions" button.
Not all users importing from Active Directory
We have a scheduled import of Active Directory users at 11pm every night. We have noticed that some new users (11) since 24th January are failing to import. This is the error report from SDP. It is the same for all 11 users We have deselected and reselected all AD OU's We have refreshed the OU's We have manully run the importer. We are running 8.1.0 build 8122
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