Issue with long term SLA
There are SLA's that we have initiated for future type requests.. requests that will not see completion until 30 days. The rules and the criteria has been set and the issue should be resolved within 30 days. In this case level 1 escalation is the ticket is not resolved occurs 10 days after. and the second level occurs 20 days after...these two seem to work fine. the third level is set to 30 days after and for some reason, it always fires early, 18 days after ticket created not even after SLA was
Can we remove solutions tab
Hi i want to know whether i can remove the Solutions tab from Requester View? thanks muja
Interface bug when using russian language
Screenshot attached
Notify techs when an update to request is required
Is it possible to setup schedules for incidents and service requests to notify the tech an update is required or outstanding currently or processes are to contact the requestor a certain frequency depending on the sla to give them updates obviously were all human an these sometimes get forgotton i would like to setup notifications based on each sla to remind the tech to give updates till the call is resolved ihad a look at sla escalation, but this is not what iam after is it possible, if not
Login to new installation not working
Hi Guys, I have just configured a new ServiceDesk install as follows: Windows 2008 R2 SQL Server 2008 R2 SDP 8.1 The installation completes fine and SDP starts up ok, however I can't login to it. When I try and login using either the "administrator" or "guest" accounts that it specifies on the login screen, I just get an error message as follows: Username or Password is incorrect I have opened the SQL Server management tools and can see the servicedesk database and everything seems to be
User Group
Hi, I create User Group based on Sites for Service Catalog purpose. Some Users that I imported from AD have "Site" information but others just don't have any information (blank). I want to create a filter in User Group that is "Site" + is not + "Lisbon", and I want that this group to have all requester that have a value differente from Lisbon or have nothing (blank) on "Site", but this querie just don't get "blank" users... I really need to do this to use with Service Catalog SLAs.. thanks, regards,
Set default domain
Is there a way to have a default domain when logging into Service Desk. We are connected to a very large HealthCare system and have have several domains that show up with our users try to log into ServiceDesk. If we could have a default domain that would help out a lot. Chris
Failed to deleted Workstation Asset
i tried to deleted Workstation asset and i receive this errors : Same error on CLI : I have try all of this command before : delete from DomainLoginInfo where domainid =XXXXX; delete from SystemInfoDomain where domainid =XXXXX; delete from ADAuthenticationInfo where domain_id =XXXXX; delete from ActiveDirectoryInfo where domain_id =XXXXX; THIS COMMAND DOESN't WORKS delete from ADOrganizationalUnits where domainid =XXXXX; delete from domaininfo where domainid = XXXXX; delete from audithistory
roles
hello how can i create a role for technicians so that he can only view the assets related to his support group only
New Feature Request - Request View List
Hi, In the Requests View list, we want to reorder the View list like SCP product. Could you add this feature in the near future road map? Thank you in advance. Young-Suk Ko
Linked tickets
The ability to link requests is very useful. It would be even more so if there was a column on the Requests page that showed that requests were linked. For example, this could be achieved by adding a "Linked to" column and putting the ID number of the request to which others have been linked. The columns might look like this: ID Linked to Subject... 1 Issue 1 2 Issue 2 3 2 Same
service catalog
I created a service catalog and configured the workflow , now when a requester picks this service and fill the form and wants to submit it an error occur asking to put requester name although it is auto filled when the user logs in. what can I do about it.
Email User(s) to Notify field use
Hello all; The Email User(s) to Notify field in my implementation of SDP 8 does not appear to work. Email to and from SDP works in every other way. I'd like to clarify how this field is meant to be used. i'm pretty sure the idea is that any email address you put in that field will have a message sent to it when the ticket is closed. It may send a message at other times too, but on incident closure is what I'm most interested in. Am I correct? what other events will trigger an email to to
Bios Date missing from Report Builder
I had been using an older build of Servicedesk for some time and recently upgraded it. After the upgrade, I noticed that the field "Bios Date" was missing from the report builder and I was wondering how I could add it back to the selection options available when building reports. I saw a report in the forum here with the Bios Date included, but it was a Query report and I am not interested in using SQL to build reports and would rather use the GUI.
Inactive Catagories are now active....how to make them inactive again?
I do not know if this happened during my three service pack updates or before or after the updates were done. I think after but I don't know. How do I make some catagories that were once inactive but now active, inactive again?
Technician login count exceeds the license
Hi I am currently trying out ManageEngine for my client and I installed the professional version using the free license option. My problem is in my list of technicians I have the administrator account enabled by default for login, because of this I cannot configure any other technician for login. I am trying to configure ManageEngine to limit what the technicians can view after login, but I cannot test this feature while logging in as administrator with full access. I have tried installing the
Error with CMDB
Hi. When trying to access the Business Service category of the CMDB i get the following error: NTLM failed, redirecting to login page. And it just keeps reloading the page over and over again.
Group Field added to SLA Criteria
The Group field is not included in the SLA criteria fields. Can the Group field please be added to the SLA criteria fields so SLAs can be sperated by Groups? Our escalation path is primarily defined by the Group who the request is assigned to. Cheers, Lew
Keyboard navigation affected after upgrade to 8.1?
After the upgrade to 8109 (from 8017) we lost some functionality using the keyboard as a shortcut to pick items in pick list drop down boxes. Specifically, from the Requests tab, we can no longer use the keyboard (up/down or first letter of an item) to move around the View Filter list (where you have things like My Groups & Requests) . This does work in other lists, it seems confined to this one area. Any chance of getting this functionality back, as we certainly notice the small annoyance that not
Last Update Time field ignores emails
If emails flow in or out of a ticket, the Last Update field does not reflect the activity. Specifically, these emails would be between Techs, not to/from the Requester (if that makes any difference). I saw another forum post that would seem to indicate that emails involving the Requester would in fact update Last Update field, but I can't speak to that at the moment. Emails touching a ticket, regardless of who they are from/to should, in my opinion, be reflected by Last Update field. Can the intended
Can you hide certain catagories from the requestor
We have a catagory and subcatagories used for internal IT use only for system maintenance etc. We have named the catagory DO NOT USE, yes users continue to pick this catagory. We have no routing rules or auto assignments on this catagory and thus tickets sit in there and SLA unless someone is constantly checking unassigned tickets (as most others get assigned to a group, etc) Is there any way posible that exists today, or an enhancement that we can hide catagories from the requesters that we
Fail to login to service desk
Dear all There is a problem that I have. I have Imported all my users from Active Directory in to the service desk and all the clients are working with it. But sometimes an error occurs while they are trying to login to service desk. it gives an error message which is "Username and Password is Invalid" I am sure about the correct user name and password,and they can login with those user and pass in different computers which are joined to the domain. Sometime I have to Manually Import users from active
Is it possible to do a change request without being a technician?
We have a need within our IT dept for other members of IT to do a change request to our team but they would not be categorized as technicians, nor do we want them to be technicians because we dont want them to have access to all of the data. Of course I mean to use the change request module and not the regular request module. Is it possible to 1) as a regular requester without being a technician to create a change request? 2) as a requester to put in a regular helpdesk request and then to change
import category, sub category an item
hello, how can i import category, subcategory and item from a CSV file. I know where I can do this in SDP but I dont know how. im not sure how to setup the CSV file. can someone please send me an example of a CSV. for example i would like to import a lot of 'items' under 'category' and 'subcategory' Kind regards Robby Bron
Backup Technician
We are using two technicians in SD, one recevies all of the reqeusts and passes more complex requests to the other. When the first tech is out of the office, there is no option to use the other tech as the backup. The drop down shows the tech that is out and his name as the backup. I understand that SD looks to the sites for tech membership, and if not in use it looks to group memebership. I'm not using sites and there is only one group with both techs listed, so what else am I missing that I can't
Send email when ticket is closed
I've seen some similar feature requests; I'd like to be able to specify a list of two to four users to be emailed when a certain type of ticket is closed. These types of tickets all have request templates. Therefore, I'd like to be able to create the list of email addresses in the template so that every time the template is used, the email list is automatically populated. When the request is closed, in this case an account deletion request, then individuals in my HR and facilities dept would
Technician sends task to requester
Dear all Is there any way that Technician submits a ticket to the requester through Service Desk ? For example: Technician wants to tell a requester to check or do something and send back the reply about that task.like checking Service Pack which applied in their system works fine or nor, Then after requester checks he should reply the result of that performance to the technician Is it possible ? Regards Negin
Critical : Error while invoking backup
Dear Support Team, I appreciate your help regarding a fix for the following error message which appears on performing backup by manual and can't backup data by schedule. I was upgrade from 8012 to 8107 version. C:\ManageEngine\ServiceDesk\bin>backupdata.bat Starting.... Jul 30, 2012 4:46:52 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Jul 30, 2012 4:46:52 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
Backup Technician
I'm trying to make use of the backup technician feature, but there seems to be a problem. There are two technicians, the first tech (#1) gets all of the requests and the second (#2) gets requests assigned as needed, or as a backup tech. - kind of like a tier 1 and tier 2 support setup. If I edit the schedule and say tech 1 is out, I'm prompted to setup the backup tech, but there is no tech in the drop down to select from. I read that SD uses sites to determine which tech to use and if sites aren't
customize dashboard
I want to customize the dashboard for SD+, I dont want my technicians to view the Requests of other technicians... regards...
Question for integration between SDP and DC
SDP has own agent and Desktop Central has own agent. If I installed the both SDP and DC together (and integrated), which agent I have to install to have full functioning agent for SDP(Asset Exploror & Remote Control) and DC(Remote Control and deploy)? Also, is there difference between SDP Agent and DC Agent in remote control? Thank you in advance. SC Jung
programically create request and servuce catalog templates
we are currently building up our incident and service catalog templates there are a lot of them to do, and some only have the odd custom field. but each is based on a different category, sub category which we want prefilled instead of the requuestor doing so is it possible to mass create templates and only change the required categories for them either via a script or db also where is the default template for service request kept
Set Email From Address to Technician
Is there a way to set the assigned technician as the reply to email address when replying to or forwarding a request? If not, we could really use that feature.
How do I have separate queue windows that I can refresh without it reverting to last queue viewed
I want to have a window/tab with My Pending Requests open and a window/tab for Unassigned calls and be able to refresh any of them without it changing back to the last queue I looked at. For example, I pickup a call from the Unassigned queue window/tab and then if I go and refresh My Pending Requests window/tab (to make sure it has transferred over), it automatically changes back to the Unassigned queue. I constantly have to switch between them all the time and it is very frustrating. I am
Insufficient privilleges when logging into SD+
HI, I am using the latest version of SD+. AD integrated, users imported. I have problems with users logging in the portal. When users log in they see the message "User does not have sufficient privvileges" What is strange that after you close that message, you can continue normally. I assured the user have the needed permissions. Is this some kind of bug? If anyone has come upon this message, please let me know. Regards, Dimitar
Ability to print a task
Hi, When a task is created and affected to technician to perform a work, the print option is not available under the task when it's opened. Would it be possible to add such feature like in the incident ticket? Kind regards Sutha
Email replies opening tickets
Currently we are in the first month of starting to use Service Desk Plus. When any email hits our service desk a new request is opened and a reply is sent to the requester. We don't wish for replies to previous requests to open a new request. I have found a way using the SPAM settings to completely prevent replies from opening new requests. We need a solution where a reply does not open a brand new request. What is happening: Tommy emails the servicedesk and other people are in the discussion.
"Request updated" template needs to show *what* was updated
There is currently no way that I am aware of to notify requesters what was updated in their ticket in the notification email. ServiceDesk clearly has the capability of detecting what was changed because it is recorded on the History tab. Why is there not a variable to allow this? There is a variable "Impact", but it's undefined, and I'm not going to use a large scale, live ServiceDesk as a sandbox just to test a poorly defined variable. Is this functionality available?
html page
Dear all Where is the html page of login page I cannot find it could please tell the direction of it Regards Negin
How to track Microsoft CALs and software downgrades.
Currently i find it very difficult to track MS licenses in Servicedesk. Can somebody please explain how to track Microsoft user or device CALs For example lets say: We have a ms open licenses for 100x 2008CALs and a other for 15x 2008CAL. Need to track license per seat. In assets add software license, license type is Client Access License This i do understand, but what to choose on Managed Software. I can not figure out how to easily track CALs ? Second problem: I have for example a Microsoft licenses
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