Worklog time field
When compelting a work log, the "Technician Resolving This Request" and the "Executed Time" fields are mandatory but the "Time Taken To Resolve" is optional. "Time Taken To Resolve" must be mandatory as well since it is this field in which the technician is expected to report their hours. With the field being optional, techs can simply ignore it meaning that "Time Spent" reports are unreliable.
Worklogs and groups
Currently the work log displays all the technicians in the pick list. For companies like mine who have a large number of technicians, it would be useful to be able to filter by the group. I suggest that you add a pick list for the groups. If a group is selected, the Technicians pick list only shows members of that group. Otherwise it lists all technicians. Techs should be able to select their name without selecting their group if they wish (useful for smaller organisations). You could also
Technicians menu slow
We're using 8107 running on Windows 2008 R2. Whenever we access the Technicians menu, or even edit them, SDP gets really slow. All of the other sections, menus, modules seem to work fine. It's just that whenever we click the Technicians menu, it takes about 10-15 seconds for the page to load. Any ideas of what is causing this? Thanks!
Request fields in Task notifications
At present, task-related email notifications do not have any of the parent request's field available to be included. This means that, unless the person who creates the task copies everything into the task description (a pointless waste of effort, really) then the email contains very little useful information. I acknowledge that the tech can click the link in the email to the task, and then the link in the task properties to the parent request, but that's no use for a technician checking their BlackBerry
Incident catalog button is in english and needs to be in spanish
Hi even though we have the version in spanish, the button for Incident Catalog is in english and we would like for it to be in spanish we are using build 8105 Any ideas?
Translation to Georgia
I'd like to translate SD+ to Georgian language so my organization can work with it. Where can I find original English texts for all modules? I was able to find all other languages except English (the .properties file for English was practically empty) for some modules. Also, another question: for Russian translation, the letters are in for of HTML code, e.g. І. So when translating, should I put Georgian letters in the same way, or it is enough to write normally? Regards, G.S.
Search for Request ID in 7611
I've got a couple of instances of SDP running. In 7610, I can search for Request ID in the left hand search (enter keyword) and in the upper Go to (request id). In 7611, I no results are ever returned in the left hand search (enter keyword) when searching on Request ID, but it does work in the upper Go to (request id) box. Please advise if this is by design or a bug? My users don't like change and want to be able to search in BOTH boxes. JJ.
error update 8105 from 8107
Presented an error when trying to update the version of my software and now can not backup or restore. Could someone help me?
Install and Configure on Ubuntu
Looking for a guide on how to install and configure service desk plus on ubuntu. Installed the software from the command line but there is no information posted that I can find about where to go after you have installed it. Need some guidance. Is there a website or something that can be used to configure this application?
Deleted Service Desk calls
Hi Guys I wonder if there is anyway to see at what time and how a call was deleted within the service desk application? Has anyone ever completed any auditing on this? Many Thanks
Upgrade from ver6 to ver8 - license file
Hi, We currently are running ver 6 and our license is valid until next year. We are retiring that server and I thought what a wonderful time to install a shiney new version of SDP. How can I get my license file upgraded without going through the pain of upgrading the previoius install patch by patch? I had installed ver 8026 I believe and have it up and running but when I went to go live and apply my license file i got downgraded to standard and lost asset management. Dylan
link between Category/Subcat/item & Service catalog Categories.
Hello We are in the process of reorganizing our Categories creating a service catalog and implementing ITIL incident & reuqest management with SD+Can someone please explain me the link (if there is one) between Category/Subcat/item & Service catalog Categories. Here at the screenshots to show what I mean: How can I use those field to the mentionned ITIL processes, knowing that problem and change management will follow afterwards? If there is NO link between Category/Subcat/item & service catalog
Allow Archive of items other than requests
Can we have the ability to Archive items otehr than requests please. Initially looking for DISPOSED and EXPIRED Assets, but suggest that any status could be assigned to Archive ( except IN STORE and IN USE as that would make no sense that I could see ) Need to keep the information on the assets for Audit and reporting purposes but dont want them on a day to day basis that I have to filter out. Thanks, Andy
Either access denied for the user or the remote DCOM option might be disabled in the workstation.
hi, i have a problem with opmanager and service desk i have new desktop machine. ( dell latitude e5500) with windows seven when i make a scan for the new machine i have this problem: Either access denied for the user or the remote DCOM option might be disabled in the workstation. i have maked this options that you indicate in troubleshooting: Step 1: For Windos workstations "Windows Domain Scan" mode will be more efficient than "Network Scan" mode. Configure the proper login credentials for the
Customise the Change Template
In the incident template it is possible to select a field and mark it as 'Requester can view'. I would like the ability to have a field in the Change template and prevent the requester from viewing it. E.g. the Actual Days spent on the change to be hidden. The technician should still be able to see this field. Is there a way of acheiving this? Thanks
Dashboard View > Requests by Technicians - Adding custom requests status'
Currently within version 8.0 and on the helpdesk, you can view requests by technician and the status of the call. Whether it is Open, On Hold or OverDue. However we have other request status' such as 'Awaiting 3rd Party' and 'Awaiting Customer' and these status' aren't included in the view so the Total's are wrong as they aren't included. We would like to see the ability to add these into the helpdesk view if they are not so already.
Requests View
Hi I am wondering, in Dashboard -> Heldesk View we have a view with Request Status (request not Closed). This includes Open, On Hold an Overdue. I have made a new status (Pågår) that indicates that we have started on the request. How do I get this status in the global Request Status View? rmo
How do I get alternate lines of colour on the request list page?
The upgrade from 8.027 to 8.1 has brought some comments from our desk team asking why the coloured lines that made reading the request page easier have been removed. Under 8027 the lines alternated in colour so you could more easily follow a line of detail across the page. Now under 8107 that display feature appears to have gone. Only if you highlight a line by moving the cursor over it does it go yellow compared to the all white background. Can I have the lines back please :-)
Ability to retire technicians
Can we have teh ability to remove a user from the technicians list BUT leave all old requests assigned to them to show they did teh work. At present if you remove a technician the work, open or closed, becomes unallocated. Only workaround we have at present I can see is to remove login rights to regain a licence and to rename the technician with a prefix like zzz so it moves to the bottom of the technician lists. Thanks,
Overdue request report
Hi, I have been using an overdue request report, filtered by dueby time, request status = overdue and technician. The problem I have is a request will go overdue, the technician will change the due date which resets the overdue flag and I cannot report on it. Basically you get get around overdue SLA's by rescheduling the due date! Anyone else overcome this problem? Thanks, Lee
Category groups that are technician assignable
if we had request category groups that could be assigned by technician we could bring in a much larger user population into the application. for example, we could use sdp for employees that want to submit a request to hr or accounting and those departments could use sdp as their request management system. and then hr or accounting users could only see requestof a category that relates to them. just some food for thought...
Converstions within Problem
Some time back it was suggested that the Problem module would have the Conversation element of REQUEST added to it. Any idea when this may be implemented
Ability for Asset Agent to update itself
Can we have the ability for the Asset Agent to update itself on demand please. We aren't in a position to use the AD login scripts and don't have access to an account that we can do a push install with, so have to get our users to go to a network share to do the initial install themselves. So if the agent could be told there was an update available from a specific share it could be 'woken' and update itself on demand. Makes upgrades of agents much easier.
Email Commands on Site Field
After searching the forums, I found the field SITE can only recognize Home and Contractor values as below. ----- @@SITE=xxxx@@ Valid values for xxxx are based on our setup, the current values recognised include Home, Contractor ----- We have defined some sites with our own custom values, how can it be recognized by Email Commands? Thanks in advance for your help.
Show Technician's detail same as requester's detail while they want to submit a request
Dear all There is a question that i have . When requester logs in to the ServiceDesk he can see all his details automatically while he is going to submit a new request, But when the requester changes to "as a technician" there will be no information for technician's details and the technician should choose his name manually from the list if he wants to submit a request I want to know is there any way for technicians to view their details same as sequesters while they want to submit their requests?
keep me signed in
Dear all the check mark for the "keep me signed in" does not work I enabled the check of "keep me signed in" and i close the browser,When i opened the browser again it did not save my login and password information and each time I had to re-type them again . could you please tell me how can i fix this? Thanks in Advance Negin
attach a file more than 10 MB
Dear all I want to attach a file to the Service Desk more than 10 MB while Submitting a request Could you please advise me what can I do for this Action ? Thanks in Advance Negin
Trying to start MySQL server failed
OS : debian 6.05 64bit no GUI Setp 1.# ./ManageEngine_ServiceDesk_Plus.bin -console No error is finished。 2.# /opt/ManageEngine/ServiceDesk/bin# sh run.sh Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days libgcc_s.so.1 must be installed for pthread_cancel to work Trying to start MySQL server failed how to fix this ?
Importing Assets
In ASSETS -> RESOURCES -> WORKSTATIONS, my goal was to add a new workstation type called “Thin Clients”. I wanted to import all of our thin clients into that type. But instead of creating a “Workstation Type”, it created a “Resource Type” on the left called “Thin Clients”. Here are the steps that I took. In the screen shot below, you can see that I mapped the first 3 mandatory fields. TYPE contains the value Thin Client for all rows. NAME field just has “Unable to Name”. We added that since we
Selection of requester - mouse only?
Since upgrade from 8027 to 8107 we've noted that the requestor dropdown box behaviour has changed on teh new request screen. Previously when you typed it auto filled and filtered and you could use the cursor keys to select an entry from the list once it had filteed to your requirements. Now the list seems to max at 10 lines and you have to use the mouse to select an entry. Any chance of the old functionality back please?
Forwarding approved purchase orders to Accounts Dept
On the purchase order setup, is there a way of having all approved purchase orders sent to a specified email address or account as well as the requester. It seems very strange to me if there is not, as you are then relying on the requester to forward the purchase order.
How Can I make report for more requests frequently ?
How Can I make report for more requests frequently ?
Requests older than 2 Days
Hi, I need a daily report for all requests older than 2 days which are not closed. Columns I would need are Request ID, Request Status, Created Time, Requester, Subject, Technician and Priority. We can group this based on Group. We are using mssql SDPlus version 8.0.0 Build 8020 Any help would be appreciated.
Re-Configuring PM tasks which are changed to 'One time' task after 8.1 upgrade
Dear Users, The Issue "Preventive Maintenance task schedules get changed to one time schedule" has been fixed in the hotfix 8107. The task schedule(s) which are changed to one time schedule will not be recovered automatically after upgrade to 8107. These changed schedules needs to be reconfigured accordingly by editing them manually. To do this: 1. Using the below query to identify the list of Preventive Maintenance tasks which has been changed to one time schedule SELECT sw.WORKORDERID "PM Task
DELETE WORKSTATION WHICH ARE DISJOINT FROM THE DOMAIN
Hi all Is there anyway to delete all workstation which dijoint from the domain automatically? Thanks.
Forgot Administrator Password
Dear all I changed the administrator password and I forgot it. Could someone advise me how I can recover without reinstalling? Is there anyway to change the password from SQL Server ? Thanks in Advance Negin
send approval to the department head $DEPT_HEAD$
Hello If you have lots of users, you do not always know by heart the hierarchy and/or the names of the managers. In the current version, for each department, you can define a department head: When manually sending an approval it would be very helpful, if you could either enter $DEPT_HEAD$ as email address or tick a check box behind the To: label to tell the system that it should send the mail to $DEPT_HEAD$ Thanks for any feedback regards, Marc
Report on conversation emails sent to a certain email address
Is there a way to run a report to search for all conversations to a certain email address? For example, I would like to run a report that shows all requests that include conversation emails sent to jsmith@abc123.com.
ServiceDeskPro - Major Problem with Approval Authentication - Development Request
Hello, If you send an approval from a request to someone, but if that someone has their emails on forward to another person, then the other person can approve the approval request. Hyperthetical situation: Manager forwards emails to next highest ranking staff member (for whatever reason). This staff member requests something that only his manager can approve. The technician is not aware of the manager having forwarded his emails to the requesting staff member and sends the approval to the manager.
Mail to Requester - Sending notification failed
We have two domains within our organization. When we try to reply to a requester in the alternate domain through the helpdesk the email address will populate the field but then we get a window that says: Sending notification failed. Apparently we can not send email to any addresses outside of our main domain. This used to work and now it doesn't. Please advise. thanks.
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