Technician notification on status change
Is it possible to notify a technician when the status changes on a request? I can't see an option in the notification rules.
Assigned Technician
Is there a way to capture if the a ticket is assigned to one technician then reassigned to a different technician?
Reply to ticket question
We are on SDP 8.0 build 8021. Currently if a tech looks at a ticket and clicks the reply or forward button the email goes to the user from our default "helpdesk@ourdomain.com". Is there any way to make it so that the when a tech does this the email would go from that tech's email and not the generic "helpdesk" account?
How to set default technincan in quickform
Hi Can I set in a quickform, that technincan that is loged in servicedesk, are automtic set as technican in a incident?
error message
I installed manage engine service desk plus 8.0 on window server 2008 with sql express 2008 installed on it but i keep on getting "error serive desk is not started" I try starting it manually but no success.
Services desk plus
Dear IT Services desk plus I want ask about services desk plus. When users make a phone call to IT technicians. Services desk systems does it have automatic add it to Requests tab or IT technicians must input phone request it manual .If services desk can automatic add request phone to Request tab please help me do it .Thanks you very much Regards
Filter limit?
Is there a limit to the number of filters that can be applied to the custom request list view? I have a technician who says he can't seem to add more than 15 filters.
Requester cc field
Wondering if this was possible. I know when a tech replies to request they have they can added addition users in via the cc box. Can this option be added so a requester can add cc's into a reply?
How to Change Database Connection in Helpdesk 7.6.0 to MSSQLServer 2008
We're using Helpdesk ver 7.6.0 and we've plan to migrate our helpdesk database into MSSQLServer 2008, but when we're using changedbserver.bat we're not able to detect MSSQLServer 2008 service. Can anyone give me a guidance about our problem? Thanks before.
Services desk plus
I want ask about services desk plus. When users have phone call to IT technicians services desk plus program have auto update request to services desk plus Requester ? if it can do please email for me how can i do it. Thanks you very much
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to ADD/Edit requests with the simple text.but not with HTML data. I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content with the REST API ADD/Edit Request I am getting the error "Error when parsing input XML elements - null - null" If I pass plain
SD+8 AD import not showing all OUs
Hi, We tested ServiceDesk+ 8 for some time and ended up purchasing licenses because it does what we want/need. When I try to manually import our users from AD so they show as requesters I only see one OU called "Builtin" (the first OU in the list for our domain. I tried to do this on our test server and there I only see the OU "Member Servers". I used to be able to manly import the users from AD but somehow this stopped. When I try to fetch all OUs from AD I get the same results, only one OU and
Cannot Import Users from AD
Hey All, Under the configuration wizard - users - requesters I click import from AD however after I enter in the information for our domain, DC, login name, etc I can only select the Users OU. Our users are stored in different OUs. I have tried to clicking "Fetch OUs from Active Directory again" however it does not find any other OUs. We are using Version 8.0.0 Build 8013 Thanks, Liam
Time Elapsed
I'm trying to report on the technician-reported Time Elapsed. What table is rc in rc.MM2COMPLETEREQUEST?
Problem Management
When selecting a technician to take action of the Problem, no e-mail is sent to him to inform him about this assignment.
Backup Question : Local Backup vs. SQL DB Backup
I'm running ServiceDesk and I run the local backup schedule in the admin settings of the ServiceDesk, but I'm also backing up the SQL DB off our SQL Server. I wanted to verify if I have the SQL DB backed up, do I really need the local Scheduled backup? I'm trying to save space on the server and the local backups are HUGE and I figure since I'm backing up the SQL DB I should be ok... I tested setting up another Service Desk instance and pointed it to a copy of the SQL DB backup and it looked like
Modification / SDP
Hi, Is there any way to change display name on the below picture area ? But I want to know, Is it possible to do that right now ? Any suggestions ?
Multiple email addresses for Techs and Requesters
Can ServiceDesk be configured to allow Requesters and Technicians to have more than one email address so that replies from their personal or department email addresses are mapped to their individual Requester record?
$ commands in Replay template
HI Can i use $ (ex $title, $Description, $UDF_CHAR6) commands in email replay templates? if not, why? I´m also have need to put in one "TO" email address in a reply template, thats for function to forwarding a incident by mail to 3part support.
AD import only shows Builtin OU
Hi, We have tested SD+ for some time and purchased licenses for the standard version to start using it in a production environment. During the tests I was able to import our users from Active Directory so they show as requesters in SD+. When I tried to do a manual import today all I see is the Builtin OU (first OU in the list for our domain). All other OUs are not visible. I tried with several usernames and passwords but all show just the same Builtin OU and nothing else. This worked fine but suddenly
New Incident button issue
Hi Team I am currently having an issue where the New incident shortcut in the top left of the screen doesnt seem to be showing correctly and causing some issues when users are trying to choose the correct template, please see the screenshot. Can you help? Cheers Matt
Can not see additional fields in a incident
Hi I have put in some additional fileds in a incident, but when I open that incident with addditional fileds filed in, I can not see this information in the incident, only when I thake the incident in editors mode I can se this additional fileds. And when i put this additional fileds ($UDF_CHAR8) in one email template, I do not get that information in the email. Is this possible?
how to see the user/login name who assign
I need to know the login name of the person who assigned a solicitation to a technician. On the Notification Rules at the Alert Technician by Email when a request is assigned you can not add the login name field because it is not listed on the subject variables nor the content variables. I tried adding on the subject the field $LoginName but it doesnt work. Is there a way to do this? This is because as the technician can change the request and the assigned technician; is very important to know who
Import Requests
Do I still need to send you the .XLS file to import old tickets from a spreadsheet into ServiceDesk?
Service Desk Plus Integration with Level Platforms LPI
I would like to integrate my monitoring system with my ticketing system. My interface for this looks as per my attachment . lpi.png Can someone save me the hours of permutations required to guess the right settings and let me know if there is a ManageEngine reccomended way before I start down that road ?
Renane asset field
Is it possible to rename a default field in the Resource Details? Alternatively use the option to create an additional field and define where it is displayed?
Rename or delete default asset types
How do you delete the default assets that are created, some bare no relevance for us? Our options would be to either delete what is not required or rename to something else. Possible?
problem in assigning requests to the backup technician
How can I assign requests to the technician B when Technician A is on leave? I have defined Business Rules that for example when Requester 1 and Requester create request it assigns to Technician A also In Home--> scheduler --> Technician A set --> Mark Leave(on 27/02/2012) and Backup Technician is set to Technician B But when Requester 1 creates request it still assigns to Technician A not Technician B Please guide me what should I do to solve this problem Thanks in Advance Negin
History tab failure
Hi I found that in my SDP, after I change request's technician (i.e. assigning to someone else) the requester cannot view the history page ... it goes to a loop and finally shows nothing. Is this a bug? Thank you
Assistances for first time user of Service Desk Plus.
I need to know a few things, if you guys can help me out. First time using ServiceDesk so I'm flying blind pretty much. 1. Scheduled Scan - is that a Network Scan or a Domain Scan? 2. What's the difference between Unassigned Workstations and All assets In Store? Our numbers don't match up (one is 124, the other is 99) 3. Is there any way I can modify the Default Template, because when I try to edit the Requestor sides of things, the area to add new fields is greyed out and I can't understand why
Mobile Client Access
Are there aby plans to allow requesters to be able to login via the Mobile Client ? we dont allow people to email requests in , so this would be very helpful
Include IP / Hostname with API submission.
Is there a way to automatically include the end users PC host name or IP address with a request? I would then ideally want this inserted into a custom field in the request that i have named for example "Computer"
report which shows me the total number of calls of user within the last 30days
Dear Sir / Madam, is there any report which shows me the total number of calls of user within the last 30days with all details. { not on start date to end date basis }. Regards, Guest.
Cannot import all my users from AD without errors in Provisioning app
Dear Customer Care, When I try to import all my users from AD with the provisioning app from you guys, it stops working. I've attached a screenshot of the error. Regards, Sander Stolk
Request for a field: => Resolution that include the Date and Time, same as Completed Time
Sent: Monday, February 27, 2012 9:44 AM To: 'ServiceDeskPlusSupport' Subject: RE: [Request ID :##6602058##] : [Fwd: ##12989## : IT Special Work-Query for generating reports of resolved tickets. Contact manage engine for a custom query.] Status: New Hi I just run this query and do not work for our format of the reports. You told to us that Resolved Time field will be include in the customize report, same as the Completed Time field. Also, is not giving the exactly number of the tickets. We have this
Requester email not updating on AD sync
We sync in our users once a day. A few days ago we changed everyone's primary email in AD from name@domain.com to name@domain1.com. But after the sync, existing users still have the domain.com address. Now emails from users are creating new Requesters because the "from" address is domain1.com. Should we just update aaacontactinfo from the backend? -Kiyomi
Request Approval
Hi There is an option in request workflow that says: "Do not assign technician before total approval" ... this works well but the strange thing is that request TASKS are all assigned before any approval !!!!!!!!!!!!!!!!! How can i handle this? I want nothing to be assigned before approval. Thank you
Mode Field and iPhone App
I noticed that when a new request is created by the iPhone App, the Mode field is not automatically set to "Mobile App" or such. Which is the case with email and web form.
Add image in mail fetching
Hi, I have a problem with mail fetching. When user add image to request by copy and paste, not by attachment, It will not show in Request page at technician side. For example instead of attachment. It will not show in request page, it will show damaged image, But if they attach, it will show as attachment fine. Is there anyway to make it work?, most of staff here are does this way.
Language Problems.
Hi, We have reported this issue long time ago. What happen is that the “Display Language” setting in “Personalize” doesn’t really work! If we change to Portuguese “some” items change to (very bad) Portuguese and others remains the same. For example in “Resource State List” I have to change resource states to Portuguese language. If I change just “Choose Language” the items remain the same and I can’t even delete default values. Values for Resource State will always appear in English. Regards, Henrique
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