Survey for Technicians
Can you add an option to have a technician survey as I would like to be able to capture feedback from my technicians as well as requestors. Cheers
Please avoid upgrading to 8115 until further notice!!! ( Issue resolved in 8116 )
We have identified a major issue with Active Directory Authentication in 8115 where the users are not able to login with their AD credentials. We are analyzing the issue and will update you soon. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
Request details on Task emails
Hi, I would like to be able to include details of the request on automatic notification emails associated with the tasks within the request. Can you add this to your development plan. Cheers
Is there anything that can be done to hide the default request (new incident) entirely?
Is there a way to hide or even rename the default request, new incident request from technicians? I already have it hidden from requestors via the self service portal settings. However, I believe it will cause many incorrectly cataloged requests by the technicians as well. This is because the new incident template is right at the top of the drop down when techs click the arrow next to the request catalog. They have to actually click the words on the request catalog button to access the RC templates.
New Incident and self service resolutions
I would like to see in Service desk. When an end-user creates an incident and clicks on submit, they are redirected to the solutions page to the resolutions that matches the end users issue. If the solutions page does not provide the answer then they can submit the incident. This would cut down on time for a technician to investigate. The end-user could resolve the issue him or herself. I see many websites that offer this. The user would enter a question or statement, redirected to a knowledgebase.
Email Attachments - Same name
This doesn't happen often, but noticed it this morning. When a user sends 2 attachments (scanned from a Multifunction printer) that have the same attachment name: (test1.pdf, test1.pdf.) ServiceDeskPlus only recognizes the request with one attachment, rather than 2. Is this by design or a bug?
Disable all scheduled reports
When I move the current production database to our test server I would like to turn off the all scheduled reports. I cannot do this from within SD+ since I can just see my own scheduled reports? Is there a sql script that can do this for me? Best regards Peter Samuelsson Sodra Skogsagarna
Running a test/QA instance of SDP
Is there any restrictions on running a test/QA instance of SDP?
Where to place the mssql database?
Hi We have up to now had the servicedesk databse on a shared sql server. We have now had a health check on that databasserver and we got the recommendation to put the Servicedesk databasen on its own server since it was the top most disk intensive database we had on that server. The servicedesk database also had some impact on the CPU. I wonder if you have some recommendation if the database should be on the same server as the program, but on different disks. Or if you recommend putting the database
Ability to see edit button in reports
I have some techs I gave access to reports to that want to run some of the canned reports... however the edit button does not appear for them (to be able to change filters etc for their reports and dates etc)... I went into their role that they are assiggned to and gave that role full control over reports, but the edit button still does not appear. We are using 8003 version. Any thoughts on how we can get that button to apear without making them an admin over the whole system... what other groups
MSSQL help
Hi, i need some help to generate this report. All data in the report need to be for the current month. Column 1: Account Column 2: Site Column 3: Total Time Elapsed (Sum of worklog) Column 4: Total Requests with status Closed Column 5: Total Requests with status Resolved Colunm 6: Total Requests with status Em andamento (i have a status called "Em andamento", its like in progress) Colunm 7: Sum of Columns 4, 5 and 6. Column 8: Total % SLA violated based on "First Response overdue status."
Hotfix 8115 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 is the list of Issues fixed and Features Issues fixed in 8115 (Released on: 18th October, 2012) SD-47474: Performance enhanced while loading large data when configuring Custom filter and Report. SD-47415: If only default request template is enabled for requester, then 'Report an Issue' link is not shown in self service portal has been
Report Building
Hi, I've just started to get to grips with building reports using this system but have found it increasingly difficult to build a report that would be quite useful in my line of work. I would like to build a reports that looks at the length of time a particular request has been in certain status's/ For example, the request starts in an open status, then can go into and Investigation status and then complete. How can i monitor how long it was under investigation as i can only seem to bring up the
Open Requests by date
Is it possible to get a report that shows how many open requests there are as of a certain date?
Query Report sorting
I have a query that ends width 'order by 1' and the report is ordered as it shoot. But can I get the ordered by column removed like in predefined reports?
Draft reply dont works SDP 8114
Hi, when I write in response template and pressed the button "Save", the text is lost and can not be recovered. Thanks, Mauricio Fuentes
Critical system alert
We are having issues around identifying bigger issues based on the number of help desk calls that come in. Is there any feature in ServiceDesk that would allow me to set a notification rule if a certain amount of a certain ticket type come in within a time window? For instance, I would want to get notified if 5 or more tickets with a ticket category of "Network" come in within 5 hours of each other. Thanks, Dave
Agent Firewall
Hi We are trying make the Firewall rule for ServiceDesk Agent. We want to make the rule such that we just let the rule talk to the service ManageEngine AssetExplorer Agent. But in doing this restriction SD+ is unable to talk to the agent and it falls back to the WMI scanning. This it does with all ports open. Its the same if I change the port to just have tcp port 9000 and locked down to services. The only way I get it to work if its just is port 9000. I would like it to work if we set the firewall
email attachments
I am trialling Service Desk plus but have hit a snag. My users want to be able to submit tickets via email and are accustomed to adding attachments (images / documents) but when the emails are imported into Servicedesk plus the attachments are lost. Is this by design, a bug, or am I missing something? Thanks, Ian
How to change daylight saving time on the SDP?
Hi, Good Afternoon! After changing server time due to daylight saving time, the Service Desk Plus has not had his schedule changed. What is the procedure to accomplish this change? We are using 8.0.0 Build 8003, Windows. Thanks! Tatiana
Additional Fields functionality/availability in SDP 8100
I am in the process of configuring my Service Catalog templates for an upgrade from SDP 8100 from 8027. I am noticing that the additional fields I have configured for my incident templates are not available on my Service Catalog templates. They are not available to drag and drop on the Service Catalog templates. It is very important that we have the ability to utilize additional fields on our Service Catalog templates as we use them for prioritization, etc. Would you advise how I can use additional
customize enabled report links
Hi all, Does anyone know if it is possible to customize the link in reports so they are redirected to the customer portal instead of directly to the https://mainsite/WorkOrder...? Regards, Vincent
Reply to Requester From Email
Where does the "From Email" pull from in SD+ when a technician is using the "Reply to Requester" templates? I'd like to edit this, but cannot locate where this email originates from. Your assistance is appreciated! Stacy
Exporting requests from Self-Service Portal?
Hi, Is it possible for a user to export their requests via the Self-Service portal? I know it is possible to generate a report from the Admin login, but it would be helpful if a user could export (for example) their open requests as shown when they click on "Requests" tab. Thanks!
Search solution problem with text that has :
Hi When a user does a search that contains : (from what I know) we get failure: Unable to search the solution. The user that reported this search for the text "ConfigMgr 2007 service running: SMS Agent Host" This is a topic of one solution that we have. If I remove the : it finds the topic without any problem. Is this by design or a bug? Best regards Peter Samuelsson Sodra Skogsagarna
Requesters from Active Directory
Morning I'm facing a problem with AD Authentication I can import requesters from AD and enable AD Authentication but, requester receive wrong credentials error. Can you help me on this? Waiting
Reply Template - Description Field vs. Template Field
If your Reply Template starts with "Dear", by SDPs main default, the word "Dear" ends up being the description for the Reply Templates. Please add this to the run-on list on your Road Map. The actual Reply Template should be one field. The actual Description should be an entirely different field. This way one can actually identify a description about the actual template. Perhaps one day you'll get to it. :) Thanks!
Workstation Model and Manufacturer
Hi, I've got a problem with the workstations information. We've got a bunch of workstations that were build from little companys, so the workstation model name and manufacturer aren't dicovered when scanned. I edited some of the inventory datasets to represent the manufacturer but after the next scan all manually entered information gets lost. Please tell me, what do I have to do to: Let the manually entered information be untouched even if the scan shows different information or Where can I place
Can SDP run on MS SQL Express?
Also, I heard that mysql will be charged... is that gonna change the SDP (or other ME products) price system?
Safe to delete ServiceDesk\Patch folder?
Is it safe to delete the patch folder under ServiceDesk Plus directory via explorer or is there a admin interface? SDP 8.1.0 Build 8114
HelpDesk Problem with translation
Hi, Im using HelpDesk and I have a problem with the Swedish translation of the software. The "new request" button does not translate from English to Swedish. I don´t know if this is a known problem, but how can I fix it? Thanks!
Group Tasks on MY TASKS...
How about adding any TASKS assigned to the users GROUP only as well as one's specifically for them to the MY TASKS list on the HOME tab. Otherwise group assigned tasks stand chance of just disappearing into nowhere land until the request owner starts chasing the team/group. Regards, Andy
E-Mail Command REQUESTEREMAIL breaks request/ticket
Hi, we're using the following e-mail commands: ##REQUESTTEMPLATE=1st Level## ##REQUESTER=Felix Kollmann 3## ##REQUESTEREMAIL=***private*email****## ##MODE=Phone Call## The request is successfully created but the read-only view is broken, and the issue seems to be that the requester is not being created correctly. If I have a look at the requester list via the admin menu, the user does not show up. But if I edit the ticket it is shown and clicking on 'edit' reveals an error: "error while requesting
Links in reply templates
Hi, We're running version 8112. I noticed today that links in reply or resolution templates are not coming through as hyperlinks with viewed through the web portal. In other words...requester opens a ticket. We reply with a template that includes a link. The e-mail sent to the requester shows the link properly and it's clickable. The same reply shown within the web portal does not show a link; just the text of the link. It's not clickable. I'm not sure when this changed; we've been on 8xxx
Technician cannot see the devices in asset's tab
Hi Why Technician cannot see assets who have added in service desk? Technician's Role is full control in Assets. He can see the tab of assets but he cannot see the devices which have added in it any idea? Regards
Mail fetching problem
Hi all, I'm using SDP Standard edition, with a MS-SQL db. I have a problem with mail fetching. I have configured incoming mail, and it's running. If I receive a response from a requester (an email with subject like "R: [Request ID :##5298##] : YYY...") it works fine, and the response is correctly attached to the request 5298. In the log appears: [09:45:59:483]|[10-18-2012]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[INFO]|[193]|: f.getSubmit() ============ null| [09:45:59:483]|[10-18-2012]|[SYSOUT]|[INFO]|[193]|:
Copied webpage into ticket causes problem
We are running ServiceDesk Plus 8.0.0 build 8007. A user entered a ticket and copied the webpage into the ticket. This caused a problem with the ServiceDesk software. Everything below the first sentence disappeared from the ticket. This includes the rest of the text, the reply/forward buttons, the Requestor Details, and any other sections lower in the ticket. We were not able to copy the HTML and did not capture any screenshots. The problem was resolved by editing the ticket and toggling the
SDP 8.1: max. number of service request templates?
What is the maximum number of service request templates we can configure within 1 service catalog?
Resetting the ticket numbering system
Is there a way to reset the ticket generating numbering system back to the initial ticket number of 1?
Available Site for technician: empty
Hi, I configured the sites on SDP and now i'm trying to associate technician to that site. In available site in Users - Technician i have nothing and i find in associated sites "Not in any site" There is step that i could miss in configuring it? * Under Admin>>sites: all sites are available after importing from AD.. So how can I associate for every site specific technician? Thanks
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