Translation Russian
There is a leak of translation in some places: 1 Wrong or incorrect translation of a definition. As a minimum my adds: English Alert group members by e-mail when a request is left unpicked in a group. Русский Отправлять членам группы уведомление по эл. почте, если заявка не взята кем-то из специалистов группы English Go Back Русский Назад English Go Back Русский Назад English Pick Up Request Русский Взять заявку English E-mail acknowledgment to requester on submitting a new request. Русский
automatic request approval
Hello, How to setup automatic request approval sending to predetermined group ? Regards -- Piotr
business rule action "place in group" does not work
Hi there, I got one business rule, the rule is defined as follows: criteria: if cathegory is "test" actions: place in group testgroup I got one site and one department, testgroup is a a support group. testuser logs in the webgui and uses the default template for file the request, selecting the test category. I noticed that the rules is fired because I get notified when the rule is executed. When I go as administrator to the request tab, I can see the request just opened and I can see the desidered
reply from requester
Hi, We are testing the new version of SDP, but have a problem with the replies of the requesters. When the requester replies an mail that's send from SDP, this reply won't fetched into SDP? is their something i won't see? Thank you in advanced. kind regards, Daniël
Select Technician list is blank
Hi, we have version 8101 of Servicedesk plus with 250 techinicians. We recently changed someone's name on servicedesk via AD import and they can no longer assign to technician in the requesters page as it is blank. The person's name was changed around 2 weeks ago, they ave only just noticed this isn't working, not sure if it's coincidence! We've tried importing from AD again but this didn't fix it. I've checked the users settings against someone else on the dept and they are identical. Any help
SharePoint 2010 - Display Dashboard
Please, could you let me know if there is a Servic Desk web part available, so I can add this to SharePoint ? Otherwise, please, could you advise on how I can use SharePoint 2010 to display the Dashboard in Service Desk. We are currently using Service Desk v8.0.0 Build 8013 Regards Raj C.
Error when editing a Support Group
When I go and edit a Support within the Admin Section, I am getting the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Unmerge Request
Is there any way to "unmerge" a request?
Stop scheduled reports
I have setup a test environment and need to be able to do some testing with some new email settings, so I cannot turn off mail fetching. I need to be able to stop all scheduled reports so people do not receive them from this test environment. I did not create these reports, so I do not have access to them. Anything that might be able to help with that?
request closing rule
Dear All, we would need a new "request closing rule" - something like "approval". In our company requests may not be closed without an approval. Is there already an option for this? Regards Julia
Request timescales
Hellp, please give advice how to get this information: - Time when request was assignet to a group - Time when request was assignet to a technical - Amount of reopening request Thanks!
Customization of default values in Requester...
Hello, We are very interested in using this product with my business and have currently installed a trial version to see if it suits our needs. What I would like to do is create a group of requesters (my clientelle) that are not people, rather job sites - so that I can affiliate different types of jobs with specific sites. I would like to know if there is any way to customize the default fields under the requester tab within the admin menu and whether under my Requester - Users admin list I
Technicians logging calls as self
Hi I am currently reviewing ME service desk plus and noticed that when I add someone as a technician they can no longer log a call as them-self i.e. not available as a requester Is there a method of getting around this? Gary
Issue with email requests
Good morning, We recently have implemented the ability for our end users to submit servicedesk requests via email. Unfortunately, every time someone sends an email in it somehow crashes certain functions of the system. ServiceDesk is still operational, but we stop receiving ticket requests and email notifications of any sort. Once we reboot the server all of the requests that were submitted since the email request flood into the system. Have other ServiceDesk users encountered this issue? Thank you,
Notification Rules - High Severity Alerts
Is it possible whenever a Sev 1 / High Impact ticket is logged that I can generate an email alert to high level IT management? I've looked around business rules / SLA but can't see anything that will meet me requirements.
Error when trying to upgrade from 8.0.27 to 8.1
Trying to install the upgrade in a windows machine. I get the attached error. "Migration is not started as improper data. One of the product is configured without product or product type name is configured empty string" Help would be appreciated.
Prevent disabled users from being imported as requesters
Can the AD import of requesters be prevented from importing disabled users?
Default Values
Hello, Since upgrading to 6003 my default values for additional fields doesn't work. Instead of picking my default value it just displays the - sign. I have checked in the additional values admin screen and they are all highlighted as they should be. Otherwise it was a painless upgrade, you have done a good job. thanks Peter
Creating request using email with custom fields.
I would like to create requests using emails. We have a request template in the service catalog. In the subject i have the @SDP@ In the body @@OPERATION=AddRequest@@ @@MODE=Web Form@@ @@REQUESTER=Mark@@ @@REQUESTTYPE=Incident@@ @@TECHNICIAN=Mark@@ @@REQUESTTEMPLATE=Make/Model Request@@ @@VESSEL MAKE=Yellow Sub@@ I'm trying to get Vessel Make to set, It is a free text field within the template. can anyone advise how i would do this? Regards, Mark
remote control prompt
Is it possible to enforce the "prompt" feature of remote control? I do not want my team to be able to access other machines without this prompting first.
Automatically assign asset to workstations during import?
We have a list of workstations an asset assigned to each one. Is there a way of importing both at the same time with each asset getting assigned to the appropriate workstation? There are 136 workstations to import (each with 1 asset assigned to it). We are using the serial number of each device (for both workstation and asset) as the name with the only other data value for each being an inventory tag #. Is there a way of importing a single spreadsheet with both workstations and the assigned
Multiple instances of Manage Engine software on one instance of MySQL?
Can multiple instances of Manage Engine Products run on one server ? Example scenario: OpManager Servicedesk Netflow Running on one MS 2008R2 server on one instance of MySQL. What is the recommended practice?
SD 8.1 not use exist Requester Name
Hi. After updating from 8027 to version 8.1 when closing request, the initiator of the request doesn't want to use.
Add response and resolution times to notifications.
Hello, How can I add the total time the request is to be responded to and resolved in a notification. For example, lets say a First response is set to 4 hours from creation, and is to be resolved in 8 hours. Rather than having the actual date in the notification, how can i have the total time instead. Thanks for any help.
Report SDP first contact resolution
Hi, How to obtain a report that indicate how many tickets was resolved on first contact? Thanks, Mauricio Fuentes
One incident assigned to multiple sites
I was wondering if it is possible to have a single incident assigned to more than one site or have a requester be able to see more than one site. Right now we have 3 diffrent sites and, more often than not, we get the same incident/question/request from all 3 sites. It would help a lot to be able to have an option to assign a incident to all 3 sites or have the ability to let a selected group see the incident, no matter what site it is located in.
How automatically fill a field "Gruop" and "Technician"
Hello . How automatically fill a field "Gruop" and "Technician" when technician create an incident . Thank you.
SDP 8100: Customize requestor Home screen?
Is it possible to customize the requestor Home screen? Specifically, the right side of the screen where the Portal Usage Video and the Portal Usage bullet points are. I am wondering if I can remove/replace the video and customize the bullet points. Thanks.
Fill in a standard solution into a Service Catalog.
For one or two template in de service catalog I like to enter a standaard solution. I know that this is possible in the request template. How can I do this in the service catalog?
Migrate from MYSQL to Microsoft SQL Server 2012
Do you have a step-by-step guide to migrate one SD+ with MYSQL Server to MSSQL Server 2012? Tkx
DatabaseCrawler
Today we have some problem with ServiceDesk the one thing that I notice is that in the serverout log there is a lot of this message [15:49:07:794]|[11-02-2012]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[20]|: Connection obtained for crawling the database <AppIndexingInfo CRID="134" APPLICATIONID="1" APPLICATIONNAME="ServiceDesk" APPDSNAME="default" MAXWORDSIZE="200" INDEXINGDELIMITERS=",:@-. (){}" ENABLEPARTIALSEARCH="true" ENABLEDYNAMICINDEXING="true" ENABLEINCREMENTALINDEXING="false"
Documentation Application Supply
Dear Manage Engine support.. Actually I am looking forward to apply work flow and process maker on IT dept. with fully documentation, and would like to create detailed documentation policies of all tasks & processes in this dept. “based on ITIL” .. and during my randomly web search, I found Manage Engine based on ITIL … Thank you...
Separate Service Catalog by Site
Hello, How to separate Service Catalog by site. For example, i`m select site1 and service category show me only site1 service.
Manage View Schedule of Team
Hi I would like for my managers to be able to see a team schedule, i.e. all items on the schedule for all members of groups they manage. The functionality already exists, as the manager can select a group; but then the schedule does not update until they then select a technician. Please add this to your roadmap. Cheers,
Purchase Category in Purchase Order Reports
I have come across a field in Purchase Order Reports called Purchase Category. When I add this field to a PO report it returns "General Maintenance". I can not find this field anywhere as part of reports, or where I can add additions PO Categories. Can someone please explain to me what this field is used for and/or how I can add extra categories instead of just having General Maintenance. PLUS can I choose this option when generating a PO. No use having the field if I can't select it in the POs.
Can Service Catalog (8100) be turned off?
We are upgrading from 8027 to 8114 and wondering if there is a way to turn Service Catalog completely off? Currently, users create requests by choosing categories and subcategories. Requests are assigned to groups based on business logic configured to look at the sub category. With Service Catalog, categories and subcategories are seprate. Meaning, just because you add a Service Catalog for Hardware with a sub cat of Printer, that sub cat of printer does not automatically appear in your sub cat
Asset Entry from a Purchase order
Hi, I'm getting a headache with the inventory management. I've started to implement the inventory module and realise that mistakes can't be corrected easily. When i want to purchase an item from one dealer, lets say "Dell Laptop D600" i prepare one PO. But when i create a new PO and i add the product as "Dell DA600 Laptop" it created another entry. As a result i have two products now in my inventory though they are the same. if i try to delete one of the product then it says it cant be deleted because
SDP- IT Assets Not classified Automaticaly
Dear SDP Support Team , Good day... I have SDP v 8.0 TRIAL VERSION, my problem is, after run any type of scan all the detected assets classified as workstation; even servers. So how can I fix it, to auto categorized my servers under "servers" tab, switches under "switches" tab only workstation under "workstation" tab and so on. thanks in advance.
Support For SharePoint 2010
Hi, We are looking at getting SDP. Essentially, I want the ability to pull information from SDP and display on a portal for the technicans. Something like, Number of calls open, closed per week, etc being displayed in various webparts. Open to any suggestions at this time. Cheers
Linking PO's to Requests
Hi is there any functionality to link a Purchase Order to a Request? Scenario: PC fault call is raises, pc cant be fixed so a new PC has to be purchased. I want to be able to see the PO number in the request, and the request number in the PO How can i do this without manually typing in numbers? Does this functionality exist? if not can it be added? - It seems like standard functionality to me Regards
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