Can I use an InfoPath form for creating requests?
I'd like to use our internal InfoPath form as a method of creating requests. Is that possible? If so, what's involved? Thank you.
Work log actions
Hello. I'm currently trying to tie in SDP with an existing time management system we have. Basically I need all new work logs posted to it (it features a 'REST' API as well). What would be the best approach to do this? I used the search feature, but couldn't really find anything matching my needs. So sorry if this has been answered before. I have looked at several possibilities: - Servlet / REST API As far as I can see, there's no way to retrieve a full list of (new) work logs unless you already
a non-log in technician - retains requestor access?
Hi, Does the non-log in technician retain the ability to log in as a requestor to raise requests? Cheers, Matthew
some questions on custom report and external email
Hi there, I have a question on custom report. Management requested us to provide data on request status each month and they want to know: - total request based on their status (closed/pending) - easy - time it takes to respond (the first time) to a request - can't find it - average response time for each request - no where to be found I went in to the custom report wizard but there's no option to provide that. While it's usually enough to provide a report on how many requests conform/violated the
Remove 'Create Incident' button
Can I request a feature that allows me to completely disable the ability of any user (and the system automatically) to create an incident. All users should only be able to create service requests, and all incoming emails should generate a service request. I would like to be able to set a default request that can capture incoming emails. Cheers,
Recover information for tickets
Greetings. We have 2 customers, who have a problem on his servers and needs to do a reinstallation of his environments, but they noticed that some tickets are missed, but the 2 of then have the information in a xls file. It is possible to "inyect" those info into the database? Any help would be appreciated.
Username & Password for Mail Server setting
Hi What Username and Password should I set for Mail Server Settings in Service Desk ?
Best way to load old tickets?
We recently acquired another company and want to put their helpdesk emails into ServiceDesk so we can do some analysis on the types of requests, volume by day/time, requestor, etc. Our system is currently set-up to import emails from an Outlook Inbox. We've set-up rules to move emails from a specific domain into a new queue. If I drag/drop from the pst into the inbox, the emails are ingested correctly but we lose the date of the email. The ticket is given a creation date of today (which makes
Approving Leave
Hi, I am looking to start using the Scheduler to incorporate team members leave days. Is there a way to set to leave to entered by the technician’s, and then require it to be approved by admin? Thanks Andrew
How to rename button "New Incident" ?
Hi All, Is there any possibility to rename button "New Incident" in the requester dashboard (name it "Open ticket" for example) . Thank you.
Moving SQL database to new drive on server
Hello, I just wanted to confirm the steps to take if we were to move the SD MS SQL database to a different drive on the same server (e.g. from D drive to F drive).. 1. Stop the Service Desk Application 2. Take backup of the application (Run ServiceDeskHome]\bin\backupData.bat) 3. Move the SQL Database to new location on the server 4. Run ServiceDeskHome]\bin\changeDBserver.bat to point SD to the new location of the SQL Database 5. Start the Service Desk Application & confirm login and data are OK.
Allow total attachments greater than 10mb
Hi, I would like the option to allow attachements of potentially any size. Can I requests a feature whereby the attachment max size can be modified by the administrator; potentially on a per request basis. Cheers,
Has anyone added MS Lync 2010 presence to the Servicedesk?
We are using MS Lync 2010 via Office 365. I was curous if anyone has added presence and Lync functionality to the Service Desk. If so, any tips would be great. Something like
Printing summary of open tickets
Hi, I had one of my techs request a printable report that includes a summary of each ticket. In other words, something that would list the ticket title, then a short summary of the request itself. If you are familiar with "AutoPreview" in Microsoft Outlook, this is the kind of thing we are looking for. It would enable a tech to print a list of tickets with enough detail to work on them more efficiently. Thanks for your consideration. Endaar
Default Search not working
The search on the left side of the screen does not work with I leave Default Search as the sub module. It works fine if I change the sub module but I need to be able to search the details of tickets.
Worklog to parent ticket
hi guys, Currently we starting to test adding worklog to a ticket with the associated cost per hour. The specialist with whom we are testing only gets request from other specialist. So all his requests are linked to a parent request. The problem we have is that even though when he adds the worklog to his request and checks the box " add to linked request " it is not being added to the parent request hence all cost is translated to the other specialist and not the customer any help will be appreciated
AD query
Is it possible or possible in the future for ManageEngine to Pull User information from AD on the Fly so if we Update AD it would show the next time the user creates a ticket? We have a few custom fields in AD that can change daily or even hourly Such as: We have a field that shows the users PC name he is logged into. This logs the PC everytime he logs into a pc. This helps when we have to troubleshoot his ticket the next day we can see what pc he was on.
Multiple dynamic approvers
Hello, Is it possible to have several dynamic variables for approvers? We need to implement a two step approval process with the Department Head and the Controller for that department. It is the same basic principle with the DEPT_HEAD variable but we would need to create a second variable DEPT_CONT Can you please advice? Best regards, Tony
ServiceDesk Plus - Problem with Scheduled Backup.
Hi Guys, I'm facing a terrible problem with this issue. After execute the "tzupdater.jar" to modify the Brazilian Daylight Saving Hour I'm receiving from all my costumer the following example message: "java.io.FileNotFoundException: /opt/ManageEngine/ServiceDesk/fileAttachments/Conversation/20001_25000/21291/Licen��a de usos - mensagem SAP - Sep 3 2012.docx (No such file or directory) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown Source) at". I realize that the
More dynamic view of comment field in tasks - all modules (change, problem, requests)
Hi. Is there any possibillities to get the comment field in tasks related to all modules (change, problem, requests) to show more than 3 static lines of text, regarding to height of the box (the width does dynamically expand)...? To scroll through a text in lets say 25 lines maybe, line by line is not very ideal to say the least... Se the attached pictures, have inlined the problem area in red.. Yes, i know i can scroll... But static boxes to show this kind of information is not working very
Add fields to reply and resolution templates
Hi, I want to create my own reply and resolution templates, but I want them to be able to use the fields from the service request or task. Can you add funtionality to allow this? Cheers
Servicedesk Invalid path /loginpage
When I try change the Port number for your Servicedesk website from 8080 to 80 the loginpage shows up and I'm able to enter the admin/admin login. But after that i get the error "HTTP Status 400 - Invalid path /LoginPage was requested" and thats it...If I then change back the Port number to 8080 it works fine... What could be the problem?
API ServiceDesk Plus 8115
Hi, Is it possible to get through the API a list of tickets according to specific search criteria? Thanks, Mauricio Fuentes
Change Management custom template module
We need a custom change template creation module under the change management in SDP. as per our need we need to Pre-Schedule few templates to generate the Standard changes in system. please put some light , that when we can expect this Feature in SPD change management module Regards SD team -BBCL
Problem with deleted groups
Good day everyone. We have two deleted (or renamed then deleted - it was so long ago) technician groups, but these groups are still persist in select window when creating new custom view "New custom view - Group is - choose button". It is not a critical, but very annoying... There is no request in this groups, we can't see them when creating new request - only when creating new custom view.. How can I fix this? SD 8115
Extend the serial number field
We are having an issue with mobile phone assets in SDP not displaying the full Serial number instead it is showing "3.57E+14"
I would like to install software via a incident template.
I'm using Servicedesk plus and desktop central. For service catalogs I can check the options 'Display Software Install/Uninstall option in Service Request 'Actions' menu'. Is it not possible to have this 'option' available also for the incindents so that when a customer aks something via the default request and he need software for this I just can install it.
Closing down a service request should force close any tasks within it that are still open
Closing down a service request should force close any tasks within it that are still open
Portal login password reminder
Should there be a password reminder / reset option on the portal login page? It seems the only way a user can reset their portal password is if they are logged in, which is obviously not possible if they don't have their password. Seems a fairly fundamental issue but I can't find any reference to it in the forums, so is there a way for an administrator to switch this on or off that I haven't found? Thanks.
Software Summary report which includes software keys
I am looking for a software summary report which will list all of the software installed on a workstation with the software license keys which have been detected by the Asset scan agent and imported into the asset database. The information is viewed when looking at a workstation from the asset list, but I am not able to find a report which displays this. thanks Tony
how do you have your categories setup?
Hello All! our company is in the beginning stages of standing up our Service Desk software. Some lively discussion has been happening over the structure of the categories that we should define. how did your company set up the Service Desk categories for your individual needs? We are all wondering what has worked best for everyone. Do you have many top level categories? what about the subs? do you break down by department, by workstation software vs. commercial software you might support? any feedback
Examples of Incidents, Services, Categories
I am the IT Director at a Charter High School (and pretty much the entire department) and I am doing my best to setup the ServiceDesk to be efficient, but I am having a heck of a time configuring everything. The problem seems to be is at one point I think I understand what I need to enter in..say Category, but then when making tickets I find it does not make sense anymore. I can't seem to find hardly any examples out there. There are some that provide a good start, but I would really like some real
asset management
I have the following query about asset management. What happens when we replace a machine with a new machine, but then re-use the same computer name and then change the old computer to a new name. For instance, I have an XP computer named TERM8000 which I then replace with a new Windows 7 computer and name it TERM8000. But then I take the XP computer and change its name to TERM5000. Would the history and information of that same physical XP terminal be able to follow it to the new name? What does
Custom Query Report: Technician Average, Max, Min resolution times factoring in operational hours for a given date range
I am trying to create a report that will display by technician the average, maximum and minimum time required to resolve a request (Not looking for time spent) within a certain date range. For example I want all of the technician averages for last month or last year. I am guessing the most accurate time for this is the difference between the workorder.createdtime and workorderhistory.operationtime for Operation=close. I was able to write the following which gets me close to what I am looking for
Modify agent
Hi We have just installed the AssetExplorer Agent. In doing so we got the remote agent also. Since we installed the agent on our servers as well we are starting to get alerts about the AssetExplorer Agent remotly service being interactive. Since Windows 2008 R2 by default doesnt allow interactive services could it be made so that we could create two version of the agent? One with the remote services and one without? Or is it possible to make the remote services non interactive? Best regards Peter
Request Status Timeline Report.
Hello everyone. I have been trying to create a report that Shows the Timeline of the Requests status, for example: How much time a Request have been in Open or Onhold. Anyone know how to do this?. Regards.
I need creating a custom report showing this columns
Hi, It is possible to create a report with the following fields? Client/ Site / Time used this month / Incidents closed this month / Incidents ongoing /% of incidents without first response violated MSSQL Build 8003 Thanks. Leandro Marcollino
Question for Incident Management
Hello, SDP Support team. As the administrator, in incident tab, if I want to keep the certain incidents to monitor, what should I have to do? Thank you in advance. SC Jung
Due Date on Tasks
Hi, I would like tasks to have due dates based on SLAs, so that they automatically appear on user's schedule. Cheers
Scanning routers in a custom CI
Hi, Can you advise how I can enable scanning of devices in non-standard CI's. As an example I have some routers defined in a custom CI and therefore do not get the "scan" option when viewing the devices in assets. Is there a work around for this? Thanks
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