Technician log in screen
Normally when you use the tab key to leave the username window and enter the password window, the old password would highlight so you could enter a new password without deleting the old one. It is a common convention in other apps.
Useful SQL Queries
Figured I would share some custom reporting we did to better track our tickets. This query isolates just the closing comments that a user leaves upon closing a ticket. select b.workorderid as "Ticket #", d.first_name as "Submitter", e.first_name as "Tech", LONGTODATE(b.CompletedTime) as "Closed On", a.close_comments as "Comments" from WorkOrderStates a, WorkOrder b, SDUser c, AaaUser d, AAAUser e where ((a.workorderid = b.workorderid) and (b.requesterid = c.userid) and (c.userid = d.user_id)
what use is reminders?
Hi there, I'm currently trialling ServiceDesk Plus and have a question about reminders. I've seen the manual to manage it (create/edit/delete/etc) but still wondering how it actually supposed to be used. My understanding was that when we set up a reminder, put in the date and time, there should be some kind of notification on the specified time without us actually going to the Quick Actions > My Reminder(s). But so far, nothing. No pop up box or anything. I even tried to log out and log in again
Importing Workstations .CSV
Hi, I have a problem when importing worstations, I can't see each column, everything appear on the same line as if Manage Engine couldn't see the different collumns in my csv file. (serial number, name etc...) What are specification of your csv file? the ";" must be the separator isn't?
Notify Department head with Email when rqueter open a new rquest from the same department
is ther is any way to Notify Department head with Email when rquster open a new rquest from the same department?
Response Due by time
Is there a way to set the responded time manually for example we call the user instead of email them? This really messes our SLA's up because we do not email everyone so we cannot capture the response time very reliably? Basically have something that says we called the user and that would set the responsed time for us instead of having to send an email from the ticket. Thanks Kevin Hardy
SLA and Business Rules in service catalog request
Is there any plan to implement business rules and SLA in service requests from the Service catalog as in Incidents? it would be great to apply the same logic defined both in Service Request and Incidents thanks
8112 email issue
We have upgraded to manage engine 8112 and now we are having an issue with email. It seems that after the update squirrelmail users are getting blank emails. From what I can tell there is no longer a html body tag in the email and they just come in blank. I have tried firefox and IE and the issue is the same. Gmail exchange or yahoo are not effected by this issue. Please advise.
Screens not rendering properly
I am testing build 8112. I have started up the service using run.bat. I have created an alias url of usmkd100.drs-ps.drs.master:8080. When I am logged directly on that server and log onto the client using _http://localhost:8080, the screens render just fine. For example the logon screen when logging in from the server looks like: whereas the logon screen from a browser on the network (both browsers are IE8) looks like: There are even weirder problems occuring with pull down menus and side
Enhancement - Readonly textboxes
Would be useful if we could have the additional fields such as textboxes/numerical/dates to be readonly or not. As at the moment all Dates are readonly. For example when creating mutiple assets manually i have a additional date fields which will change for each user and for others not exist but most of the other details will be the same so i was using the save and create new command. However i noticed once i chose a date i could only edit the date and not make the field NULL again.
How to Make Text Field in Servicedesk Readonly
Dear Team, kindly i want to know is there any method to make a text fiedl in the service desk to readonly your response is highly appreciated Thanks
Unable to see task details from email link
Hi, I've been having a recurring problem with SDP 8.1.0 Build 8104 whereby I cannot see task details by following the link in emails sent from the system. I receive an email similar to: Task details are Task Id = 23101 Created date =10-Sep-2012 14:10 Due by date = - Title = Please assist - Locked Excel file Created By : Tech 1 Description = Robyn advised that other users are askign her to close the file, reporting it still open by her - even after she rebooted her PC. Comments : Click for details
After Hours Notification
Is it possible to customize ServiceDesk Plus (7.5.0) to notify the technicians of tickets by email and sms during certain hours? it looks like it is all or nothing.
Business Rules Not applying by subject
I tried creating a business rule that is triggered by a certain word in the subject that it will get assigned to a certain Technician. If I create the ticket in ServiceDesk through the web it works but if I do it by sending an e-mail in, it will not work. Any help would be appreciated.
Problem to installation service desk in suse SLE 11
install service desk in suse server 11 sp2 . every time start the service desk ,show this: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 28 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details JBoss Bootstrap Environment JBOSS_HOME: /home/servicedesk/ServiceDesk JAVA: /home/servicedesk/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh
MySQL unable to backup and found error
please forgive my poor english.. I just found the system is unable to backup and when I study the error log from MySQL and found the following error: error row 2 the count of fields is wrong. When I google it, I found required to run the mysql_upgrade to fix the table issue. but I can't find it. Should I copy the mysql_upgrade from others?
Storing attachments in a different drive
Just wondering how this feature is going to work in the upcoming release? I was looking at the beta version at beta.servicedeskplus.com and the new features look really good. The attachments piece, I assume is only functional on a LAN..? Any details would be appreciated. Thanks, Matt
SLA's aren't sending out e-mails
Just created a bunch of SLA's for our sites. To test it out i've put the escalation level 1 at 5mins and the escalation 2 level for 10mins. I create a job for myself and set the priority that the sla is attached too. The sla applies when i create the work order. My problem is I don't receive a escalation level 1 e-mail after 5mins nor do i actually receive a escalation 2 e-mail. Everything is fine with our exchange server and it sends e-mails from jobs instantly.
Technicial should not edit request details?
Hi all, I created a new technician role and gave them Closing Request, Resolving Request and Modify Resolution rights. This is for them to resolve and close the issues. But when I make this, technicians can also edit the request (subject, detals, etc) How can we solve this?
Is it possible to edit the DueBy Date when creating a request?
I see in a forum marked 4 years ago that this question was asked, I was wondering if there were any updates, if the ability was added, or if there were plans to add this functionality.
Groups cannot be deleted
Hi all We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
How can you edit the Dueby Date Request creation template?
I want to be able to edit the DueBy Date while creating the ticket.
drop down menus in 8111
since the upgrade to 8111 users with ie9 and chrome are displaying the menus in plain text and hard to click on the buttons.. with ie8 it it displays fine. anyone else having similar issues?
asset workstation reconcilation
Hello, I want to raise a problem I'm encountering, trying to reconcile software licenses coming from the POs with the softwares scanned by the application. When I select the reconcile option from the PO actions menu, the window pop up telling me that there's no workstation to select, even if there are hundreds of them, including the ones where those software are installed. could it be related to the site configuration? the site configuration has been changed a little and I suppose it can be involved
Groups cannot be deleted
We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
Can we reply to user without using @ mail system?
I have installed the latest version of manage engine free edition. And also 1 requester is created. After creating a requester,the requester was able to send a request to administrator. When I tried to reply the ticket,it asked me to reply the mail with @ email format. Can I reply without @ mail format and putting specific name like "Tony" and reply directly to the requester?
Conversations and the NotificationContent table
I need to build a summary of requests with all details and contact associated for that job. I am building a report of a list of outstanding (open & on hold) requests with: Technician assigned to, requested by, time& date logged, request description and subject, work log technician, worklog description and time, conversation summary and description. I just cant find out how to join to the table [NotificationContent] which I beleive hold the coversation descriptions. Can any one help me out?
drop down menus in 8111 - servicedesk
since the upgrade to 8111 some users with internet exporer 9 and chrome are displaying the drop down menus in text. anyone experienced this? in ie8 the drop downs look fine.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like to make it send email to inform user that who is your ticket owner. Please adivce.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like make it send email to user for inform them that who is his/her ticket owner.
Helpdesk - Notification Rules (Custom Fields?)
Hello, I’m attempting to customize the “Helpdesk - Notification Rules.” In the option for “Acknowledge requester by e-mail when the request is closed,” I’d like to know if it’s possible to add a custom field (in the Service Desk/Ticket itself) in the e-mailed request. So, instead of just the predefined fields ($Category, $CreatedBy, etc), can a custom “Service Field” from the Service Catalog be added to the “Notification Rules” e-mails? (And if so, what are these fields named?) Thanks in
Turn off Asset Tracking in Purchase Order module
Is there any way to turn off Asset tracking in the purchase order module? We just want to use PO for the tracking of what items have been ordered, and when they came in.
servicedesk 8112 hotfix failed
last friday we upgraded from 8027 to 8111 with no issues. today we noticed 8112 (hotfix for search issue), decided to apply it but the upgrade failed and my options were to restore from backup. i'm currently restoring back to 8111 (hopefully it works), but what log files are needed for you guys so the error can be fixed? thanks
Delete all the departments
Hello, i was wondering how can i delete all the department names The problem that i have some that are in grey and are being use by another module. I want to delete them so i can import the new and improved AD. Is there a problem? this deletion will affect something? Thanks! Andrei
Report Needed - Average Time to Close Ticket by Month by Request Type
Need some help in producing a new query report for Average Time to Close tickets by Month and by Request Type.
export requesters
hello i need to export the requester list from SD+ with all the information they have (id, department, phone, site,.....)
Ability to show planned maintenance on TV/Wallboards.
One of the things we would find really useful would be to be able to goto a URL which doesn't require login which then displays a list of planned service maintenance activities due to be carried out that day/week. Within our business we're now using TV screens around the company to update staff, and we currently have to do this manually
WorkLog Customization
Hi there, I am wanting to customize and change the some of the fields in the Add Work Log screen and increase the default size of the Description text box to atleast 3 times its size by default. I want to remove the following fields completely: "Technician's Cost per hour ($) "incident Cost ($) Can anyone please assist. Cheers. Tony.
Leave type schedule for approval tickets
Dear all There is a question That I have Technician A is on leave for example for one week and there are some tickets which come to him. I set the leave time and Backup Technician during those days for him but there are some tickets which require his approval to send to the respective technician. With this configuration those ticket remains in Technician A' list which I don't want Could you please tell me What should I do to not to do it manually? Regards Negin
What are the difference between CMDB and Asset management ?
Hello, Is there any relation between Products and CI Types (on CMDB) ? When I need to add a new asset (a printer for example), where should I go ? Should I need to create a new Product and then create a new asset of this product ? Or should I need to create a new CI from CMDB ? My version is 8.1.0 Thank you.
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