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
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!
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