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
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 ?
Next Page