Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk.
Other technician can alter the start date and end date
As a administrator I am assigning some task to techinicians. But Technicians can change the start date, end date and other info too. He should be able to change actual start date and actual end date and comments. Because of this I cannot track original date of start date of task. Plz suggest how to prevent technician to alter the task.
New features
Dear Tech Support Team, I found this feature in other system "SysAid" is there any way to put this feature in your respective system? "end-users can press the F11 hotkey to access the End-User Web Portal and report a technical problem. SysAid automatically takes a screenshot of the screen they are viewing, and this full-sized screenshot is then attached to their service request. It's great tool to help you more easily and efficiently diagnose their problem" Please reply.
Asset state "Due for replacement"
I selected 20 or so workstation and changed the asset state to "Due for replacement" which unfortunately stripped out all the owner and department information. I wanted to "tag" a bunch of workstations so I could generate a report based off of this criteria. I would have thought "Due for replacement" would mean something will happen but not yet. anyway it could have been a nice feauture if it did not strip out most of the other meta data... I restored from last nights backup.
Required fields before assigning request
Is it possible to have required fields filled out prior to the ticket being assigned to someone? Our requests come into our service desk from an email where the are triaged by our help desk staff. What I would like is for the help desk staff to groom each ticket and fill out certian fields before the ticket is forwarded/escalated to another support member.
Notify technician before request overdue?
Hi, Is there an option to notify technician before request overdue? I tried to find but not found. I think it is a useful one. Thanks, Sakarin.
Question regarding the Requests page in Service Desk Plus
All, Seeing if someone could help us out on this one. We are using service desk for our main IT ticketing system. When a user emails the helpdesk, the ticket gets generated in service desk under the Requests page. You can only view the tickets that are unassigned when you select All Requests, Unassigned Requests etc.. We've used Numara Trackit in the past and with that we had emails being sent by users going to a triage queue, which only certain Technicians were able to view/classify tickets.
creating new table in ServiceDesk Database
Hi, I have an application which I want to create it's table inside the service desk database' tables. I want to know in this case does this new table affects on other tables in service desk database or not? If yes, What is your solution? Best Regards,
Workstation / Server detected link
Whenever I click the Workstation / Server Detected (or Workstation / Server Inventoried), it sends me to the Workstations asset page. But since I do not manage any workstation on SDP but only servers, its link is quite useless. How can I change its link? I'd like to see that on Admin page general setting (or similar one) can choose the default value for 'workstation / server detected link'. Thank you in advance.
Enabling Active Directory Authentications in service desk
hello ! i am new to this forum. I installed ManageEngine 8.1 in test environment. I am able to import requesters from Active directory but when i enable self-service web portal to requesters and try to login with requester AD user and password, it not logging and returns the message username or password not correct and login screen pops again. What i am missing in the configuration ? thank you
Information obtained fromscanning access point
hi What are the information obtained from scanning access points? Also, how do I scan access points? (I don't see [SCAN]button under Access Point.) Thank you, Nanceee1
Create a request from a Task
Hi I have seen others mention this, so wanted to find out if this is something that will be/is implemented. Basically I have a request that has 12 tasks, one of the tasks involves procuring hardware. (if its required) I would like to generate a new request from that task to assign to another employee (this request would have its own tasks for hardware procurement) Thanks
Do you support SMTP for incoming mail?
I know this was stated in a post 6 years ago, but I was wondering if this is in the current release or will it be a feature in the near future?
Survey Result Report
I am trying to create a custom report that will generate the exact same information as the default survey results page "User Survey - Survey Results" or is there a way to export the default survey results page to csv or excel? Thanks
Requester replies to email
If a technician sends an email from the request via the 'conversation', the requester receives it. The requester replies to the email - should the email update the conversation? Currently this is not happening Thank you
Reports - Category, subcategory and objects in the same report?
Hi! Now I have three different charts, one with category, one subcategory and one with object. I would like to have all this in ONE chart. So my question is if that is possible? Regards Alex
Adding field - stuck on processing
When I am adding a new field to an incident template, and fill in the name description, pick list options, I click ok and it gets stuck on processing
Contract ID
Dear any one can explain to me why the contract number is starting from one then the second number 301 ,302,303 etc
Can I add a Ticket Status to the ones they already have?
Can I add a Ticket Status to the ones they already have?
Removing technician's
If I remove SDP privileges from a technician, say because they have changed roles and no longer provide tech support, their name remains in the technicians list. I suggest that on the technican page you add a "Change as requestor" button that aotmatically removes the technician privileges and moves that use r back to the requestor list.
License Key is not copied to all Software License Asset
Hi, when I mark a software Received in the Purchase tab, if my software has a license key, the license key number is only on the first Software License, the License Key box is empty to all other software license. Thanks Frikdel
Site Admin Access to creating templates.
The ability to create templates and service request catalog entries by the site admins for their site would free top level admins from having to create every single template for every single site. Site Admins should be able to impact their site and the top level admin should be able to move templates and apply them between sites. As it sits now the site admins can do little more than a technician can.
Update request using email command?
Hi, I did try to update ticket by using email command but it didn't work. I used @@ in the email subject then type @@Category=General@@, @@RequestID=xxx@@ something like this. Everytime i did it always create new request with new request id. It' working well with create new ticket with using email command but not for update. So please could you help or advice the way to update ticket with email command. Thank you. Sakarin N.
Workstation Change notification to technician
is this feature available in manage engine so that when a user tries to install something in his workstations manage engine should notify help desk technicians ? if so ; how should i configure it ?
'new scan' in assets/workstations
Hello, I have problem with manual scan of one workstation. Previous I did domain scan and I found some workstations which weren't added by this scan. Then I used 'new scan' and added the workstation(for example pc01) scan was successfully done, and then I did 'new scan', It was successfully as well(pc02), but previous workstation(pc01) disappeared workstations list and assets. And always when I try to add new workstation manually it replace previous workstation. log from 'history': Computer (pc01)
Single Sign on Weirdness
We had to do a full reinstall of our servicedesk due to MySQL corruption. We now have our database running on an MSSQL which is backuped up fairly regularly. Since going live with the rebuild, we've been having an issue with Single Sign-On, I used the bat script provided to configure the computer account. What is weird is that, although it doesn't work for us at all in Internet Explorer - it works perfectly fine in Firefox. I've checked my credential manager. I've reset IE to factory
No Of Fields In Service Catalouge
Hi there I am servicing multiple departments all of whom want different custom service catalouge fields. Is there a limit to the no of fields we can use?
Is there a way to ensure that a tickets isn't closed without a valid category?
I would like to make sure that techs are categorizing tickets with a category and sub category before closing and resloving requests.
How to access a saved raft of an email correspondence?
I recently received this question from one of our help desk agents and I wasn't sure how to respond back to them. When they go to send an email from within the ticketing system, sometimes they get side tracked and they may not have everything completed, and they get this message saying that the draft has been saved. If the message window accidentally gets closed, is there any way to access this draft so that they can recover and continue from the point of the last save? Regards, Carlo Senior Client
RECONCILE computers fail. Error sdp.ajax.request.send.error
While I have been able to do this historically, the ability to reconcile two identical workstations (one has the _old indicator) no longer works with my browser (IE8). Once I select two computers and try to reconcilse, I get a popup browser error: sdp.ajax.request.send.error We are currently runninig : 8.1.0 Build 8112.
Reply Option in the mobile SDP
I need to put the Reply option in the Mobile SDP, because all technician have Blackberry and iphone y we need to respond via Mobile.
Access to Request ticket from Problem?
Hi. From a Problem, we would like to be able to see the conversations in an associated incident. Within a Problem, when looking at the detail of an associated request via the Requests tab, the request conversations are not included in that view. It would be very helpful to be able to view the conversations as well. This could be achieved two ways. The conversations could simply be included in the detail view of a incident when viewed from the Incidents tab of a problem. In the list of associated
Adding solutions to All Accounts & updating when new account is created
When adding a solution, Accounts need to be associated to it. If I select all the Accounts in the list - then all can view the solution. However if I then add a new account, this is not in the list of Accounts who can view the solution. This will mean that when we have a new customer, (ie account), we will have to go through all solutions and associate that account. Is this correct or is there another way of doing this? Thank you
Prevent requester notifications
Hello! I have a requester imported from AD which I´ve changed to technician and added the user to a role who have permissions to add requests. I´ve also created a specific template for this purpose where the requester can set "Group". The idea is to receive alerts from a monitoring system which sends out e-mails with the above mentioned technicians e-mail address. How do I prevent this requester/technician/e-mail address to receive notifications regarding everything about the request, for example
scanning 64 suported software
Hi, The issue that we have is that when we scan 64 bits PCs, some software is not detected by Service Desk Plus as the software installed. I am ussing Service Desk Plus 8.0 buld 27. Wait for your answer. Ariel Gutierrez
Language folder
Hi, I installed the SDP, made some language changes on the config system. I made backup of the server and migrate the data to another server, but the language changes didnt come with the rest of the data. Can I backup/migrate the language changes on the SDP? How? Thanks.
Approval
hi, how can an approver check who has approved earlier than him, if for exemple he must be the second approver ? Thks
Workstation scan
I did a manual scan of one workstation and received a failer message that the credentials were wront. I scanned the workstation again with the correct credentials and had a successfull scan. Now I have a duplicate record with _old on the failed scan workstation ID. How can I avoid a duplicate record? Also, the next time the auto scan runs, will the failed recored be removed?
Exclude 'store', 'expired', 'disposed' machines from scan?
I have a long list of workstations that can not be scanned. No big surprise, most of them are turned off and sitting in my storeroom. Is there a way to exclude them from being scanned (and failing) but still keep them in the database? This way, I could focus on the machines that REALLY can't be scanned.... Thank you!
reporting on timespent of calls outside normal business hours
I need to run a report on timespent , specifically the volume of calls and time spent on calls outside normal business hours. E.g. outside 9-5.30pm or 8am-6pm - is this possible?
Next Page