Categoreis and Subcategories?
I need to create a various categories and subcategories. I'd like to make the subcategories 3 layers deep. Example: Webconferencing (Main Cat.), Information (What the user is requesting), Administration (What need is about), and Set Permissions (What the agent is responding with). Is this possible? I only see 1 layer deep... Assistance is appreciated.
Unified Console ServiceDesk Plus and OpManager
Hi, is it possible to create unified console in ServiceDesk Plus and OPManager in one console / dashboard ? thanks, fanky
Cannot login
I have enabled SSO and AD Auth in SD+ and cannot login via AD or local. I followed a post to reset administrator password but still can't login.
REST API used for iPhone App
We will be developing an internal iPad that will allow our technicians to view requests from the ServiceDesk application. I was wondering what REST API or SQL queries you were using for the publicly available iPhone app?
Can we see only our requests?
Dear, I'm trying to create all requests for a specific group (service desk), but other groups can see all requests (for example, group DBA). How Can I do this? I've put a rule and the request is being grouped correctly, but everyone can see it. Thank you! Regards, Felipe
Import Asset
Dear All Does anyone know where to find the Import CSV options for assets. Kind regards Michael
My SDP has stopped responding
Good morning! We are deploying the SDP in the company I work for, was already using the SDP a few days. Last Wednesday the system reported that it had expired, on Thursday the SDP failed to open more. When you try to run the SDP by CMD on the way -c:\manageEngine\ServiceDesk\bin\run.bat-the same error message reports to me 519 (Registered period has experied). How should proceed? Att, Epitácio Gomes Jurong Shipyard Aracruz
Scheduled Backup Cleanup
In 8111, Cleanup of Scheduled backups was introduced. When does this cleanup process occur?
Survey satisfaction level calculated?
Can you explain the following: deno = surveydetails count * surveyanswers count nume = surveyperrequesttext.overallrating ans = (nume/deno)*100 I would like to understand how the satisfaction level is calculated? I don't quite understand the above formula. Thanks.
Attachment sorting
Is there a sorting that should be applied to attachments added to a ticket? It seems like it sorts differently every time you view a ticket.
Highlighting incidents that are approaching violation
Hi Everyone, The Help Desk dashboard there is a graph that shows you the number of incidents approaching violation. Is there any way to place a visual representation against each ticket in the queue that meet the approaching violation criteria? E.G having the incident text red in the queue view for all that are about to breach in the next 60 minutes. Whilst the dashboard it great most of my technicians do not look at it and spend all of their time in a request or the request queues. Thanks
Can't add Column Resource Tag to Asset view
On the asset overview page I can't add the column "Resource Tag" which would be quite helpful. *edit: Just saw there is already a feature request for this: SDF-27448 Resource Tag option is required in column chooser of all asset list views. I would still class it as a bug because it makes the product almost unusable when working with Asset Tags.
Service Catalog in the Professional Edition?
Is the Service Catalog in the Professional Edition of SDP? If it is, I can't find it - all I have is "Service Categories".
Getting Error Occured Message when upgrading
I am getting an Error Occured message when upgrading from 8112 to 8114. Clicking on view log presents a blank dailog box. Any help will be appreciated.
SAML2 single sign-on in SDP on-premise
Hi, There is a functionality that we will apreciate: single sign-on using SAML2. I can see that it is available to the on-demand platform ( http://ondemand.manageengine.com/service-desk/ad-sso-integration.html ) Is it scheduled to be integrated on the on-premise SDP? Thanks
As a privacy safeguard passwords that are sent to applicants in ServiceDesk Plus so you do not see the other members of the support group?
Some service requests involve the creation and sending of passwords to the applicant from ServiceDesk Plus. I need these passwords are hidden for all technical support group except for the technician assigned. You can have a field for this purpose?
Iphone - can't login to SDP, error 501
As in topic. Any help ? BR M.S.
Approval
Afternoon, We are trying to setup a Service Catalog request that requires approval before assigning. I have it setup to the point that it requests approval and once the approver does approve it the request just stays in unassigned status. Now I have tried doing this with both defining the Technician during creating the request as well as defining a Group when creating the request. Neither option makes a difference. Also under the work flow tab I have checked "Send Approval notification automatically
Whether multiple logins required in windows for servicedesk plus
I dont have any kind of Active Directory/ similar kind of authentication in my organisation. 1. Is it possible to deploy servicedesk plus and utilise all its features? 2. Will it require creation of a login with administrative privileges in windows desktops, which has a common id and password across all the desktops? 3. If it is essential to create administrative logins, can they be hidden from the users so they dont login into the special administrative login.
ServiceDesk Plus Roadmap
Is the ServiceDesk Plus roadmap available for the public to view (with or without time scales)? Also, what features will be in the next release of ServiceDesk Plus, and when will it be released?
technicians cannot choose specific user groups while adding new announcements
When a Technician wants to add a new announcement he cannot choose the specific user groups. I mean he cannot see the user group option Why Is that? and how can they create a new announcement by choosing the specific user group ? Only Administrator can do this. An because of that for each announcement technicians should refer to the admin to create the new announcement for them. Any Idea? Regards
Mandantory Fields for Assets
We have found some Technicians do not bother to put in such values as "cost" or "Vendors" etc and after a period of time when we wish to find out information about a product we have nothing but the serial number and model which does us no good at all. The ability to set certain fields as mandantory would be ideal
Moving Solutions from one install to another
Hello, We used ServiceDesk Plus in the past and stopped using it for a few months. I have been asked to re-deploy ServiceDesk and abandon all settings, configuration, etc with the exception of the Solutions. I need to take my current Solutions and move them into a totally fresh/empty install of ServiceDesk Plus. Is this possible? Thanks!
Problem with the Demand template
Hello, there is a problem. When editing a template of the demand of the user, a field which can be added aren't active. the template by default is edited. How to fight? Forgive for my English.
adding worklog to closure email
Hello Manage Engine Support Can you please let me know if it is possible to have the work log added to a job closure notification email. Regards, Sam
Can ServiceDesk Plus do inserts data into another database engine?
Hi, Please help me with this questions: Can ServiceDesk Plus do inserts data into another database engine, such as Oracle? vice versa How to achieve communication to other databases? Thanks, Mauricio Fuentes
How does an asset get assigned to a user?
While we are getting assets (computers) assigned to users, we are not quite sure how this happens. Curious what the impact is for a "shared" computer with mutliple people logging into the computer. But a general understanding of the process would help. -Les
Restore deleted requests
Hi, Is there anyway to restore the deleted request from the database;
Integrate JIRA/Confluence issues to SDP: two-way transfer
I have seen other threads on this, but nothing in the last 10 months. I work at an organization that is using JIRA and SDP. We'd like to allow these two solutions to share tasks back and forth. When an issue is created in JIRA, we'd like it to replicate to SDP and vice versa. Is this functionality currently available? Thank you very much.
show resolved requests/incidents in the start screen of the user
Is it possible to show resolved requests/incidents in the start screen of the user? Just like an approval request? Is this already possible (ie changing a setting) or is this part of a new release? I now have users coming to the techinicians to ask them to send the resolved email again as they have deleted them.
Cannot remove department
Hi. I need to delete a department, but when i try the system alert that the department cannot to be removed, because it´s been used by an other module. I check all the module un the system, but nothing is related with this. How can i see where is this relationship? Thanks in advance
How many technicians have the administrator profile in ServiceDesk Plus?
Hi, How many technicians have the administrator profile in ServiceDesk Plus? Thanks, Mauricio Fuentes
Mass Update Requester
Hi, I am trying to update the email field for all Requesters in one batch, and I am so far astounded by how bad Manage Engine is at doing this. I have exported all data into an XLS document, added the email addresses I need, and then saved the document as CSV. Then I go in to "Import from CSV" and the web page tells me that it will update the requester records based on the matching First Name, Login Name, and Password fields. The thread below shows that I only have to have the login name in order
Problem in the INventory
can the service desk plus send me email alarm when a server has a low disk space or unavailable or low memory? another question there is a probelm in scanning machine even after adding the right credintial and install the agent for windows machine or the script in linux the servers still gives Scan Status : FAILED the last question please can i add the servers in the search tab behind the workstation and asset ?
Active Archive Data
Hello, Is there any way to Active Archive Data ?? One of the technicians has been deleted from the list and after Importing him to service desk again he cannot see his own requests. Active Requests got back by updating each request with assigning his name to the active request but I cannot edit his Archived requests, I want to make those requests active and update, Is it possible ? Best Regards
Can Manage Engine Creat NMON Files ?
Dear All. As far as Managing Engine can provide PDF file reports from the report tab for each server, Can it create NMON files ? A company wants NMON files of each server to generate specific information and statistics. Please Guide me if Managing Engine can provide NMON files. Best Regards
All Scaned printer not showing in Assests > Printers
Hi, I am using ServiceDesk Plus V 8.1.0 Build 8109. Now, I am scanning my network and getting three Thosiba eStudio printers with all information of the printer but that not saving in Assests > Printers. If I tried to add printers manually then getting message that Printer name already exist but that not list in Assests > Printer even selected All printers. Regards, Prakash
Assigned to more than 2x Technicians
Hi SDP Team, I was just wondering if there are plans to update SDP so that when assigning jobs to various Technicians, that you could add a feature where it can be assigned to more than one techie... ie: Re-do the WiFi Network Structure will consist of 2x people and at mo can only assign it to 1x person.... Cheers, HCTC
edit relationship drawing
Hello I would like to know how can I edit the relationship drawing because it won’t fit on the screen so how can I make it a useful map Thank you
We have a voicemail that sends a mail to Servicedesk plus
The problem is that not all working with SD can see the case. The mail sender is: telephonenumber@forexample.com Because the sender do not exists as a requester it cannot be assigned a site and therefore not everyone has the authority to see it. Telephone numbers are different every time. Can I register *@forexample.com and connect it to a site in someway Hope you understand what I mean!
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