Setting SLA's in ServiceDesk Catalogues
Hello, I am trying to set a SLA for the ServiceDesk Catalogues which in principal is not difficult, i know how to set one up as well as assigning it to a form. The problem i am experiencing is with the selection of escalation before or after violation of the due by date. When selecting before it simply does nothing, no emails are sent at all. When selecting after it does work but there is a massive delay inbetween the time of violation to the time that the specified users receive the email stating
Notification Rules
I am trying to set it up so that the software sends email notification to a specific tech (supervisor) when any requests are assigned to the technicians that report to this user. I currently do not see a way of doing this. Can someone please let me know if they have found a way of notifying a 3rd user when a request is assigned to a specific individual?
Notify editor when a request is waiting for update
Hi, At Admin > Organization Details > Notification rules The Requester notification > Notify editor when a request is waiting for update When it is activated? Who is editor? Thanks,
Request summary out by one day
Hi We have noticed an issue with our request summary for this week displaying data a day early. Mondays call are showing under Sunday and so forth. The data displayed under last week displays fine. I can't find anywhere on service desk to change any settings and I can't find anything in forums to help. We are running version 8.0.0
New Query Report
Is it possible to create a report that will show that our requests logged are meeting our SLA targets that are entered into the system ie 1. Was the request responded to according to the SLA and percentage that met the SLA 2. And was the request closed according to the SLA and the percentage that met the SLA.
First Contact Resolution
This is one of the most important helpdesk KPIs out there. Is there a report for this and if not, why?
Linux scans
This looks like it has been asked over the past few years with no real answers so I am asking again. We have a good number of Linux servers (mostly RHEL5 & 6). Up to this point, we have been adding these assets into SDP manually. I would like to find out: 1) Is it possible to add these in via a network scan? 2) If so, what is the proper way of doing so (telnet is not acceptable for us due to security reasons...would need to be SSH). I would like to know what is necessary as far as permissions
Possibility for send user and pass notification after user was created
Greetings. We want to know if there is a possibility to send the user and pass information for an already created client, like the notification sent when a new user is created in SD+. Seems that one user requested the same function for SC+ 2 years ago, but it doesnt have any kind of following. We have 4 customers who want to know if this function were available in a future version. https://forums.manageengine.com/topic/send-self-service-login-details-for-support-center-plus Regards.
Number of Asset licenses keeps on increasing unless
Number of Asset licenses keeps on increasing eventhough products were not added. If you go to Admin, Assset management, Products, you will see a list of products that were not added. How do we control unacessary increase of asset licenses due above mentioned problem?
Remote Agent with Multiple Monitors
Hi - What's the status of multi-monitor support with the remote agent? I just tried to use it this way for the first time and there does not seem to be a way to choose the monitor to be viewed. Making matters worse, I saw the mouse moving on the screen I did see, but evidently it was moving on the user's second screen that I couldn't see. Any info is appreciated. Thanks, James
Customise web portal
Hi Is it possible to modify the Unlock and reset pages' static text of "(Example : Jsmith)" I would like to change this to (Example : 123456789 or Jsmith) Thank you
Set Default value on the Editor field in ServiceDesk Plus
Hi, My company woulb very much like the ability to set a Default value on the Editor field in ServiceDesk Plus. This would allow for automating workflows so requests go to dedicated editors. Would this be possible to include? Thank you in advance. Best Regards Markus
Replicate incident templates between Production and Dev SDPlus
I've installed a Dev instance of SDP wit han MSSQL backed running on a separate server. I would like to copy incident templates, notification templates and custom fields from my production system to the dev system Is there a way to do that? If not, what is the best way to duplicate my production SDPlus database to my dev system? Thanks
How to Add Request Field
Dear ME Team, How we can add new field in request form while adding new request like "Problems additional Fields".
How do we revert to the old view?
Hi, We were about 3 service packs behind and finally pulled the plug on the updates and immediately regret it. Everything went from clean and easy to read to GIANT and FAT and pure white with a "fancy" blue menu at the top. The solutions centre is also a frustration. The clickable area is no longer underlined and is the same font/style/size as the non clickable areas. When you mouse over a solution, the font size on the title actually shrinks, yet the main body text remains the same (does this
Upgrading to 8.1 Build 8127 from 8.0 Build 8012
Can I jump straight ahead or do I need to follow the migration sequence?
Change SSH port
Hi, Does anyoane know how to change the SSH port? The default value for linux is 22. Thank you,
Migrating/Cloning a Production instance
Sorry if this has already been asked but I am currently using the Build 8127 and MS SQL 2012 on a test instance. I need to demonstrate to my manager on how we could copy the whole instance and make a production environment. This is because in a matter of 6 months, we are going to perform another migration which would result in having a Virtualized Service Desk environment. Simply put, I want to know how I could Migrate the existing customization and settings as well as the MS SQL 12 Database...
SDP 8.0 beta - Deleted all product type list - Assets / Resources still shows default IT Assets - Error 404
I am using the SDP 8.0 beta and under Asset Management - Product Type, I selected all fromt he Product Type List and clicked on Delete. When I go then to the Assets Tab and look under Resources, it still shows the default IT Assets (printers, servers, workstations, Switches, etc) but when I click on them, it displays error 404. I have tried to add the product types back, and that did not help. I also have added some additional ones and they are not showing up. I have then imported all of my assets
Backup Tech and Business Rules
We have a business rule that assigns requests from a certain campus to a certain tech, but when that tech is out sick, we send someone to fill in and set the backup tech option in SDP. The problem is that the request follows the rule and assigns the ticket to the original tech for the campus and never gets routed to the backup tech. How do we get this to work without having to disable the original rule?
Regarding Themes and Update
Service Desk Plus Version 8.1.0 Build 8121 1. Themes: I want to know how I could apply custom thmes. I am currently tasked with integrating this with the Corporate Portal and it is important that I know how I can theme it up to Maroon or Dark Red. 2. Update: It seems there is a new build 8122 available according to the About page in the SDP. However when I click details I cannot find the update. I need assistance on this please...
No mailserver configured
Hi We are looking at the purchasing module at the moment, and it looks great. But the thing is that we do not have a mailserver in the network running servicedesk plus. So I am wondering if it is possible to use this module without email configuration? For example when you make a new order and want to send it to a colleague for approvement. Is it possible to make a "ticket" for the person who is approving the order instead of sending email? Regards Anne
Benefits of using the agent and what ports?
Hi, I've been brought in to a new site to replace a technician who left suddenly and they're in the middle of setting up ServiceDesk Plus. It's mostly sorted and in use but I've been asked to set up the scanning and inventory functionality. We have the Windows Firewall set up and they're reluctant to open it up any more than they have to so I'd like to ask about ports first of all. I've got everything I need to know about scanning using WMI from here: http://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/scanning-prerequisites.html
Has anyone integrated SDP with RFCode for asset tracking?
I'd like to hear from anyone in the community who has done some level of integration between SDP and RFCode for asset tracking. From what I understand there are a few level of possible integration and the middleware layer looks like it would be most approppriate for integration with SDP. Details are available here on the RFcode APIs - http://support.rfcode.com/customer/portal/articles/713803-rf-code-integration-overview I look forward to any feedback or ideas from the community.
Feature to show Reply templates, based on the support groups associated.
Hi, I like the featur ein 8124 of show Incident / Service Request templates for technician, based on the support groups associated to the templates and technicians. It's more clean for everyone, it would be nice to have the same feature with the Reply Template. Thanks Yann D
SEVERE: Stop DBServer operation is not supported in Jdbc20DBAdapter
Hello! I was using the trial version of service desk plus professional with the PostgreSQL backend installed on a windows 7 machine. After our trial expired we decided to go with the free edition. We have installed the free version on a windows 2008R2 server and have gone with a MSSQL backend. I have attempted to follow the documentation for restoring the data to the new server but we are getting lots of errors and the process is failing. the error messages are as follows any ideas would
First Call Resolution tracking
How do you or can you monitor first call resolutions in Service Desk Plus?
Outlook Form for new Request
I'd like to build an outlook form to submit new requests. I can add custom fields to the form but they don't come through in SD (which i understand). Is there documentation somewhere that can tell me how to tag/label my custom fields so they pull into SD correctly? I'd like to use Request Type, Priority, Category, etc. Thanks!
CAB question
Is it possible to set ServiceDesk Plus Enterprise to allow the CAB member to view the request details within the web portal? For example: Request type is Change Request Requester is: John Doe Under Approvals: Don Smith is a CAB member. We want Don Smith to be able to view this particular request when he signs into the ServiceDesk web portal. Currently he can't unless he is the requester, or the particular request is part of his Dept, site, etc. Problem with that is we don't want him to be
Chat in SDP
Dear all As each Technician can check for other Logged-in Technicians, Is there any way for them to chat with each other through Service Desk ? Regards Negin
SD+DC
Hi! I have just installed Service Desk and Desktop Central on server, where they both work fine, also did all things for integration, and DC works fine. However when i try to connect from other PC, i can connect to both SD and DC individually writing servers IP and Port number and do whatever i want there. However when i try to click on integrated DC tab into Service Desk i get website cannot be found. Any ideas why this is happening? Both individually work fine, also integrated version works fine
Attenace Report of Technician
Hi, Please help How to generate attendance report of Technician, Regards, Harshad
Technician Performance Report
Hi, Is there a way I can generate a performance report of my technicians and see who they perform? Such as number of calls they finished, how long each call/request takes to finish. We need to generate a full enhanced report for our outsourced engineers. I’m open for any suggestion.
ManageEngine ServiceDesk Service stops after few seconds
Dear Friends, Please find below contents in wrapper.log file when I am trying to the ManageEngine ServiceDesk Plus service. I am facing this problem after I have changed my windows domain administrator password. STATUS | wrapper | 2013/03/17 09:11:24 | --> Wrapper Started as Service STATUS | wrapper | 2013/03/17 09:11:24 | Launching a JVM... INFO | jvm 1 | 2013/03/17 09:11:27 | This copy is licensed to AdventNet INFO | jvm 1 | 2013/03/17 09:11:27 | INFO | jvm 1 | 2013/03/17 09:11:52
Case Aging Reports
I am trying to write two new query reports used for case aging. We need to divide the cases into the following buckets: less than 7 days, 7 to 30 days, 30 to 60 days, 60 to 90 days, and greater than 90 days. I am trying to write one report for closed cases in the last month and all open cases. The sql below is for open cases and it works fine outside of Service Desk. When I try to add it to service desk, it will not run. Anyone have a suggestion? select ag.Location, sum( OneWeek ) as "<
Network discovery printer objects
Currently evaluating this product and most things seem to be good, but have 2 multi-function copiers that during network discovery show up as workstations. I can re-assign them to be printers, but the full printer status ie. toner/paper/maintenance kit, etc doesn't show up. I've tried to do an snmp discovery, but I get an RPC server not available. Any advice or suggestions would be greatly appreciated.
Who Assigned Request
We have a couple differnet technicians who assign new tickets to the proper technicians. Is there a way to see who assigned a ticket?
Automatic report generation
Daily reports are going to some email ID's at specific time. I want to stop these emails. But in scheduled reports no reports seems to be scheduled. While checking logs, it is showing performed by 'system'. andthe particular user who started reports are not appearing anywhere. Database :MYSQL Build Number : 8123
Postgre database
Hi! Is there a way to access Service Desk database and import in it data from Excel file?
AddRequest API
I am a Chinese user, so I have to deal with some non-English characters. When I use httpclient getmethod to send addrequest to SDP, I use java.net.URLEncoder.encode to encode Chinese characters. Then, append these encoded characters as parameters to the API URL. It works well. All encoded characters can display normally after a new request is created in SDP. However, since some parameters are too long and exceed the limit of get method, I decide to use post method to send addrequest. I use the same
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