Unable to select technician after selecting group
We are having an issue where with some tickets, not all, we are unable to select the Technician once the Group has been selected: As showen in figure 1. Figure1. When no group is selected, all available technicians are available for selection (see figure 2) Figure 2. Or when the Tier 2 Group is selected the available technicians are displayed (see Figure 3) Figure3. The group properties are shown in (figure 4) Figure 4. Support Groups are set to Copy Default Settings for
CSV Import for departments, sites and cost centres
It would be very useful to be able to import departments, sites and cost centres from CSV files.
Unable to apply Hotfix 8116
I cannot apply 8116 to 8114. It keeps failing and I have to restore from backup after re-installing. The updatelog is zipped and attached Please advise
Changing the Site of Department
Does anyone know how to change the site of department from 'default settings' to something else? Can it be done with using the browser interface, or do I need to change it directly to the database?
Asset Depreciation Preview
Dear Users, We are working on the depreciation feature and would like to know your comments on the approach. Depreciation configuration can be provided at two levels : one at the asset level and another at the product level. The Depreciation details configured at the asset level would be used to calculate the depreciation schedule for that particular asset. Depreciation details configured at the product level would be applied to all the assets under that particular product except for assets which
Sub-Catagory Name repeated
Hope someone can help with this it's driving me up a wall. When I open a ticket, choose a category for instance "Hardware", then I go to choose a sub-category like "Server Hardware" it appears like this "Server HardwareServer Hardware" and all my sub categories look like this regardless of what category I choose. Can anyone help? Thanks, Jeremy
Customize dashboard in SDP 8.0
Hi SDP team, Is there any options to configure the dashboard to fit my own organisation? In pre 8.0 releases the dashboard showed 1 week or 7 days in the stats and now 20 days, 7 days did fit my organisation more. Thanks Jonathan
SeviceDesk Plus
I am trying to evaluate service deskplus 8.1. I used the agent to scan assets but my problem is it overwrite assets after it detect more than five. Is this a normal behavior? thanks aries
Requester can see the request of a user group
Hello, Can a requester view the request of all users added to a User Group? Can i create a User Group with the requester A, B and C and then configure the them to see only the requests of this group? Thanks!
Purchase Order "sent items"
Hi. I sent an 'email to vendor' from the Purchase Order page, but received a non-delivery message to my mailbox to state delivery failed. How can i resend or have I lost all the email ?
requester permission
hi dears i want to make a request template that requester can just set the subcategories and items and i want to fix the categories in this template but the software dont permit to do this; means that if i uncheked the requester can set the categories both of subcategories and items change to uncheked from set them
KPI report - resolved issues within timeframes
HI is there a way i can generate a report based on the reate of overall incident and request resolutions within the agreed time frames. that is, the % of resolved issues within the time frame for the last 30 days. thanks!! how do i generate these reports?? from where do i pick up the fields???
SDP doesn't allow Change Requester
Hi, I have a incident in my SDP MSP, and it was created with a wrong requester in wrong site. I have tried to change to correct site and requester but the SDP doesn't allow. The problem is that when I try to change the requester, the correct requester doesn't show me because the request is on the wrong site. And if I try to change site, the SDP doesn't show the correct site because the requester actually is wrong and it isn't on the correct site. Do you understand? Thanks! Pedro H.
JavaScript in Email-generated Tickets
Is there a weakness in ServiceDesk Plus’s handling of Javascript in e-mail-generated tickets? You can sneak script into the subject line of e-mails sent to ServiceDesk Plus. The script will not be shown to the user and it will be executed when the ticket is displayed. The script can be seen in the request list if the sender doesn’t put enough filler before the start of the script. Has anyone expereinced this? What's the resolution? There is a fear a team member of mine has that this could
Is it possible to use hours instead of days in the planner?
The current planner has a calendar function which only has teh days but we would like to use hours too. So for example the technician takes 4 off which we would like to see in the planner.
Dodgy page layout after 8.1 upgrade
For the most part, the uprage seems to have gone through ok, however the layout of the ServiceDesk pages is not as it should be. There are missing graphics and certain areas are missing design aspects, as you can see in the attached screenshot
Extending User Groups
In SDP V8.1, the filters used to create User Groups are restricted to 5 items. It would be very useful to allow the creation of user groups: based upon other fields such as those users who have a particular supervisor. based upon additional fields created by the administrators. For example, we might define a field that identifies users as users of a particular application such as Visual Studio. based upon the members of email distribution lists defined in Active Directory.
Return to Own Ticket list when Closing a Ticket
Is there a way of returning to your own list of requests, when you close a request, rather than the list of all open requests from all Technicians within your site
Migrating from BMC/Numara Track-it to SDP
We currently utilize BMC Track-it 10.5 for our Help Desk and wanted to know what can be migrated to SDP Enterprise? We would like to retain 2 years of purchasing, help desk work orders/tickets, etc., and need to know if this information can be extracted from Track-it utilizing an ME tool? Does ME offer professional services to map, extract and populate data from Track-it into ME SDP?
forgotten Admininstrator Password
Hi, I have forgotten my password of Administrator which is the main password of the local authentication. How can I reset the password or return the password? Is there any way? Best Regards
Unable to delete multiple requests
Hi, Am unable to delete multiple requests in ServiceDesk, Getting error- "Request(s) Deletion failed " thanks, Ashok
Set status on ticket reopen?
Much as the subject states - is there a way to set a specific status when a ticket is re-opened? I would actually like to set the status to re-opened instead of it get set automatically to "Open"
Problem with: Software > License Agreements > Add New License Agreement
I'm adding idividual license keys for an application we just purchased and the required field "Agreement Number" displays an error each time I try to save the form. When trying to add a new license agreement I receive the following error regardless of what text is in the Agreement Number field.
Hotfix 8117 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8117 SD-30112: Issue applying Spam Filter fixed. Say, a spam filter is set as CC is x@x.com and a mail is sent to x@x.com with CC as y@x.com, then the mail is filtered and not getting created in SDP. SD-47714: Unable to view the Site field under Admin -> Operational hours in the
How to set auto generated email notification?
Dear Support team, I am new to Manageengine Servicedesk, I want to know how to enable following options. 1. When an incident is added by the requester, an email is sent to that particular group of people in which that request is submitted. 2. When the incident is updated by the technician, an email is sent to the requester telling him about the updation. 3. When an incident is resolved by the technician, an email is sent to requester telling him that your request is resolved. what else I can enable
Resolved tickets not closing after 24 hours as set on Administration auto closure rules
Hi, We are having an issue where several tickets are not closing automatically after the time set on Auto closure Rule. Any known reason for this? is this a known bug? are we missing something? Regards
Plan to Migrate our current physical server to virtual machine (P2V)
Current SDP Version in our environment 8.0.0 build 8013 Current MSSQL Version is 2005 32 bit Current OS is Windows 2003 std Version 32 bit Currently database is stored in the server internal hardisk We running SD + ver 8.0.0 build 8013 and we are planing to upgrade the hardware , OS and SD + ver. The plan is to install new server on vmware with below upgrade requirement :- 1. OS version from current version to MS Windows 2008 64 bit 2 MSSQL version from current version to version 2005 64bit
Reports for Request that were in a certain group in a certain day
Hi, I'm looking for a report that contains all requests that were ever in a certain group regardless if they were reassigned to another group before they were closed at a certain time. For instance all request assigned to Helpdesk group on Monday26 november 2012 ? Thanks, Eric PS the following is not working because I do not return ticket that was assigned to my group previous to '2012-08-18 00:00:00.000' DECLARE @currentDay DATETIME ,@histoStartDate DATETIME SELECT @histoStartDate ='2012-08-18
How do i restrict users through MDM of changing the his/her Ipad Name
How do i restrict users through MDM of changing the his/her Ipad Name
Server is running but page is not visible (linux - Debian (sqeeze)).
Hello everyone, I tried to solve it by myself but i can't manage with it. As I said in topic server is running: Server is starting. This may take a couple of minutes ... Free edition... ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] SQLOne Search
User Site based on Organizational units
Hi, Could you implement "Service" based on user Organizational units or at least give that choice to us? Service is currently being collected from the Active Directory user field "Service" but I'd like to change that based on the Orgnaizational unit "name" in which the user is present. Thanks for you reply, Cédric
Quick edit Status
On the homescreen, is there a way to quickly change the status of a ticket to On Hold/Waiting for someone else...etc without opening the ticket first?
Can I migrate the database from Support Center Plus 7.9.0 to Service Desk Plus 8.1.0?
Hello everyone, We are interesting in migrate our platform from Support Center Plus 7.9.0 (running on a Red Hat Enterprise Linux Server release 6.3) to Service Desk Plus 8.1.0 (Running on a Windows Server 2008 R2 64 bits) Is that possible? looking forward for your answer.
You are not authorized to view this page...
We are running SDP 8.1 and have just bought the 'Changes' module. When we try to access the 'Impact' option under 'Admin' -> 'Helpdesk' we get "You are not authorized to view this page..." We have tried to create a new technician and give him the role 'SDadmin' as the only role, but are still met with "You are not authorized to view this page...". Does anyone have a workaround/solution?
Spam filter question
Hello Using the spam filter on SDP+, we are trying to achieve the following conditions: - Technicians be able to create new requests via e-mail - Users are not able to create new requests but be able to reply to existing requests via e-mail (for comments and re-opening a solved request) Therefore we have created the following spam filter rule on mail settings: sender does not contain "name.surname1@company.com" or "name.surname2@company.com" or "name.surname3@company.com" or "..... (each technician
MS SQL configuration
Hello to all, we would like to know where MS SQL configuration is stored in SDP and if credentials are stored in plain text. Thank you.
Problem with messages > 6K
I have problem with creation the attachment file, if the message includes cyrillic symbols. I see smth like that: How can I change it?
Bug when trying to generate reports
Hi, I´m havin trouble with reporting in SDP, i´m able to generate one report before receiving the below message; essage Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Error reading PNG metadata at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
Can you use a third party reporting tool such as Crystal Reports to generate reports?
We would like to use either Business Objects or Crystal Reports to generate our reports. Is this possible?
Notification rule based on User-group or Job title to create an SLA
Hello, I would like to create a notification rule that will change the priority of a request from a requester if they are based in a particular user group in mange engine. I have created a user group based on a user's job title. Basically, I would like to create a different SLA for particular staff members who have a particular job title and I was going do this by changing the priority. If someone could assist in making this possible, it would be greatly appreciated. If there is another way of doing
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