SLA SDP with additional field of applicant
Hi, You can add a new SLA according to the information contained in an additional field of applicant? Thanks and regards, Mauricio
Notes
I would like to be able to edit color of font in note fields.
Business Rule
Hi, I want to create a business rule which I cannot find it through Service Desk The process is like below: When a new request arrives from "IT" and their Service Catalog is "Software" then it need "User1" approval to process these tasks to the required technician. I can set the 2 first item but I don't know how to set the approval part. Could you please tell me how can I set this process? Best Regards
Add Request Subject Line to Task Details
While the link to the request is appreciate in the task details list, the subject of the task would be very helpful. Is there a way to show the request subject line to the task details?
build 8121 - E-mail this note to the technician field greyed out
Hello, after upgrading to build 8121 we can no longer mark "E-mail this note to the technician" when the technitian is unassigned. Previously in such situation an email was sent to all technitians in the group. Now no one will be informed. How to reenable this feature? Best regards, Michael
ServiceDesk Plus 8122 Released [only EXE/BIN]
Dear Users, SDP 8122 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and features. Issue Fixed: SD-23307: When a requester closes a 'Request' through the link sent via E-Mail, the 'Thank You!' message shown after the operation is always displayed in English even though the language personalized is different. Feature: SDF-48546: Option to configure the top header background and tab colors.
Time reports for change management
Hi folks, We are just newbies in Service Desk Plus and will deploy the tool in a few weeks. In order to establish a reporting we have customized the standard report functionalities for incident management. For change management we recognized, that there are not really useful standard reports for time spending (at least for us). I'm focussing on the automatically logged time entries by the system itself, not the manual time spent fields like in the worklog-entries threat in this forum. Have anyone
Service Desk Plus Standard Edition + Asset Feature
Hi, We have recently buy the Service Desk Plus software Standard Edition. We just want to have the Asset feature but we don't want to upgrade to the Professional version as it is very expensive. Is it a way to have a standard edition and buy the Asset feature ? Regards
Set permision in problem tab
Hello, how to set permision for sub category in problem management ? suppose that we have 3 sub category and we want each user view own category... I can do this in incident tab but in problem tab i cant... please help me.
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
Incident - Additional Fields SDP
Incident - Additional Fields Is it possible to add a text field with case-insensitive restriction? Thanks, Mauricio
Scheduled Reports SDP
Hi, Is it possible to send more than one scheduled report in one email? Thanks, Mauricio
Failed to communicate agent
Hi, With the ManageEngine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the ManageEngine service on the PC is running and listening on port 9000. I can also telnet to this port on the affected PC. Agent software is up-to-date also. Anyone know how to solve this issue ? Regards
More scheduled Reports in one E-Mail
Hi, is it possible to have more scheduled reports sent in one Email. At the moment i have to generate for each Report one Scheduled Report that is sent to me via Email. Something like a Dashboard or selecting which Reports should be sent via Email would be good to have. So at the moment i have 6 scheduled Reports per day and i am getting 6 Emails at the same time. One Email with all these 6 reports would be better solution. Thanks. Florian
Service Desk Plus backup question
I would like to confirm in terms of backups if we can disable the backup jobs that are scheduled in ME and simply run SQL DB backups from our SQL servers where the ME DB’s are stored. Or if not, do we just backup the backup folder on the ME server and do not need to backup the SQL Servers DB?
Business Rule
Hi, I'm testing the service desk functionality. Regarding the business rules I have read that they are site specific. But I have a doubt: I have different sites I have specific teams for every site, but I have some teams that are global, then I want to create a business rule that runs for all the sites, with that rule I want to assign the tickets based on certain category to a global group. I'm able to create the rule at the default settings (Bussiness Rule for) but it seems that it doesn't run;
What custom workflows are available in the change management module?
Hi, I am new to ManageEngines' servicedeskplus and am just looking at the change management module. It is good as it stands but i want to be able to add a few custom workflows, i.e. if the change state is = x then send notification to Y. Or if all approvals = approved then change the status of change to approved and so on and so on. Is this possible and is there any documentation on how to do this online? thanks
Picture file as part of email signature
Hi, I would like to check if there's any possibilities to add in pictures into the automated email notification from SDP? I notice there's rick text (HTML) option, but when I choose to paste in pictures, it did not show. Can anyone help?
Template Form Designer
Hello, I have a few questions about the template form designer I would like to create a template form with simple drop-down questions which guides the user through the information gathering process for a service. The resource info fields work well to accomplish this. But i have three questions -How do i have the resource info questions added to the form designer show in the requester view? Thus far only technicians can see. -Can the description field be removed in a template? -If not,
Import All data of workstation
Hi, I recently export the data from Assets => workstation. Now while I uploading from CSV file. we are unable to upload all the data which I export. And there is less filed in Import page. Please help me out For better understanding screenshot and import csv file is attached hereby. On screenshot you can see there Keyboard Type field is present but there is not field keyboard Manufacture, Keyboard Serial Number, Mouse Serial Number, Monitor Type, etc. Please help me out, how upload whole data at
Closed by technician in a period
My boss wants to extract the number of tickets closed by technician in a period. How should I proceed ?
Time Parameter for Business Rules
We would like to see a time parameter added to the business rules. As we are a 24/7 shop we would like to be able to set some rules to run only after business hours to handle certain types of requests.
Contract Module Permission
I would like to expose the ability for our techniciaions (non-admins) to be able to add/edit contracts in the ServiceDesk. If I go to the role that our technicians are assigned and add Full control, they are still unable to get the "New Contract" button to show up. Is this a bug? Am I missing something? Kevin
Unable to start
I have installed manage engine service desk plus on windows 7,but i am unable to start the server. In command promp,i typed cd c:\manageengine\servicedesk\bin then run.bat . it says could not find c:\manageengine\servicedesk\bin ,although it is there then it threw an exception,could not create connaection.pls see the uploaded document pls help
Remote Asset Explorer Servers Unable to start
Hello, Please three of our remote asset explorer severs are not coming up after launching the application it get stacked at the application layer with ".................." following. Kindly assist in resolving this issue. Regards
Changing font size on auto notification email
Is there a way to change the font size on auto notification email? Thanks,
HOLD STATUS
concerning the hold status..can i create a field and make it mandatory to full in information when ever the status changes to hold?? i dont want the technician changing status to hold and stop the clock all the time..i need them to state a reason for puttin it on hold..must be mandatory
ManageEngine to automatically fill in job details from request email
Is it possible for ManageEngine to automatically fill in the request form from information from the request email?
Email replies to Notification email
Hi, at the moment if the technician assigned to a call is SD+ replies to notification alert from SD+ about a call assigned to them, SD+ will log it as an email from a requester in the conversation however the reqeuster is never notifed. Is it possible for SD+ to detect the email is sent from the technician assigned to the call and forward it to the requester as if the technician had used the reply feature in SD+?
How to disable the report scheduler?
How can we temporarily disable the report scheduler without removing all scheduled reports?
Single Sign On
Our setup consists of internal AD users who need to use Single Sign On to access service desk and also there are external customers who are not part of the domain. How do you setup the login for external customers who are not part of the domain to log in without going through the hassel of choosing options> Local authentication. They should be able to log in simply with the username and password generated by the system which is mailed to them. Is there a way to do this..keeping SSO on for internal
No text or tag search! Cant cusomize alerts!
We are using ManageEngine Service desk for a few months and our requests for information never receive any response. I am surprised for LACK for some simple things in self help portal. 1. If I wish to SEARCH all my requests (any status) with a keyword or tag - I can't do that! I can only filter the search by status and then only search handle I have is service id - which is almost not useful. 2. There is NO WAY to customize the alerts that come by email. The subject line and body can't be customized
Asset won't get imported into Service Desk
I have installed the .msi for the asset explorer agent on a laptop in our environment. For some reason, the asset does not want to get imported in the list of other workstation assets. In the past we have been installing it from group policy which has been working on machines up until this certain device. I see the application installed on the workstation but I don't see it in the list of devices under the asset tab. Not sure why.
Customize Often Used Request Templates with Custom Fields
I have the task of setting up our Request Templates in SD+, and I've come across one type of template that I have seen mentioned often elsewhere in this forum. Setting up new employees is something all of us have to do regularly, and I think most of us have some type of check list of tasks that go with it. It would help greatly to have that checklist embedded in a Request Form. (Yes, attaching a document to the request is an option, but not a great one.) While I can add Custom Fields to the Request
Project Management module question
Hi. I have two questions regarding the final release Project Management module; Will we be able to link Requests and Problems with Projects, the way that you can currently link changes to a project? What is your projected release date for the final release of the Project Management module?
Average intervention time report
Hi to all, I'm just a newbie with ServiceDesk, recently installed on my enterprise, and now I'm trying to configure some reports to view some request statistics, and I don't know how to create a report based on the average time of resolution. My requesters are enterprises, so they call several times a month. I want to see last month requests ordered by requesters and the average time of intervention until resolution. Can you help me? Please ask for information needed to solve this question, I'll
Import tickets from old system
Hi, Is there anyway to import old tickets from our old system into ServiceDesk Plus? Now it's running on MS SQL. Thank you.
ServiceDesk Plus Notification Rule/Message Template linking incorrectly
Hi, Recent purchase of ManageEngine SDP Professional for our IT Help Desk here at work, and I've been setting up all the notification templates in the admin side of things. In trying to click 'Customize Template' associated with template "Alert group members by e-mail when a new request is added to the group", it instead takes me to the page with the default template for the one below it, "Alert group members by e-mail when a request is left unpicked in a group". The URL still reports the correct
Servlet API : updating requester
Hi all, SDP: 8122 Some of my requesters are homonyms (same first name, same last name). Looking at servlet API, I can only use requested field reqUserName (no Domain, no email for all, no login). I was thinking to use 'userid' field but no luck, it seems not to disambiguate the request : "unable to update requester as multiple rows found in db". Any idea to update such homonyms ? JFR
Request Approval Status
Hello, We have an issue with the Approval Status: -field in a request. In this case a user posts a new incident and the technician sends it for approval to two people. One of them approves and the other one rejects. Requests "Approval Status:" is then Approved. It should be Denied/Rejected because it should require for all the approvers to approve the request in order to "Approval Status:" to be "Approved". So where can we change the logic of this Approval Status? BR, BlitzkriegBob
Next Page