Service Desk Dashboard
Does the SD Dashboard have a refresh rate? I would like my to have a display in my department displaying the Dashboard and have it accurate.
Sites not Listing for Technicians
Hello, When going into my Technicians I'm not provided with a list of all my available sites(which i have 13 in admin -> sites)? i all have showing is "Not associated to any site" ? Everything was imported from AD, Is there a easy way for me to get the sites in the listed for technicians, i'm on the latest version 8.0 Build 8022
Can you remove or rename the default request template somehow?
I can not figure out a way to do this. My legal department is implementing service desk to control their workflow and they have very specific request types they do not want a 'Default' type, they want to at the very least rename that to a different name? Thank you for any help!
Attachments from SD+ get funny filenames
If we send a report from SD+ by e-mail to a Lotus Notes client the attached file will get a really strange name in Lotus Notes. This is because the mail-sender in SD+ isn't RFC compliant and uses a strange Character set. Does anyone have a solution? The filename looks like this: =?utf8?Q?Max_waiting_for_Support.xls?= when it should be Max_waiting_for_Support.xls
Query on Service Desk Plus
We have plans to purchase Service Desk plus software however we have few queries on the same. 1. Barcode Scanning Software - Is there an option to integrate Service desk plus software to any third party barcode scanning software (for Asset tracking/management) 2. LDAP Authetication - Can this tool be integrated with IBM lotus notes mail?
Call Escalation in Service Desk
I have created a technician group who can only see the calls assigned to them and provide a resolution.They have no assign rights. I want to know that if a technician needs to escalate the call to L2 how can this be done .
Can ServiceDesk group emails under one ticket?
We're using Service Desk to manage live production issues. We have successfully wired it up to an email address so new issues just need classifying and assigning. However replies to the original email end up creating new tickets, which rather defeats the objective. Can it be made to recognise replies and group them together under one ticket, much like how a CRM system works?
Desktop Central Intergration
Hi, I've been trying to put forward a busines case for more Nodes to use within Service Desk plus, however, a colleague has asked a couple of questions which I can't answer. Currently we have around 500 nodes within Service Desk and 500 within Desktop Central, I'm trying to up the Service Desk nodes to around 1000 so we can scan and audit all our servers, printers, laptops, desktops etc. My colleague has pointed out that within the Service Desk documentation it states: Desktop Central activities
Survey
Hi, Can we send out survey by manual. For example yearly survey? And also can we change answer to be another thing instead of user rating?
Change word "-- Select technician --"
Hi, Can we change wording "--Select Technician--" in incident template?
Service Desk - Multi Domain
Hey there, In my environment currently we've merged with another company, So right now we have 3 trusted domains LegacyDomain1.local , NewDomain.Local, LegacyDomain2.local We are looking to start using the ServiceDesk Pro before we begin having everyone log onto NewDomain.local. Currently I've imported All users from LegacyDomain1.local and LegacyDomain2.local into the servicesdesk, we will have users and technicians using their legacy domain credentials to enter/resolve tickets. My question
Need service tag field included in reports
I need our reports to include the service tag column. How can I add that to a custom report? or do i need to run a query report? All our desktop scans see the serial number as the service tag. Thanks, Conrad
Standard field (DueByDate) removed from incident template
I have apparently accidentally deleted the DueByDate field. It does not appear in my default incident template, and it is not available in the list of fields that is displayed to the left of the template as I customize it. I can tell from e-mail that I receive that the variable is being set somehow, but I am not setting it. How is the $DueByDate variable being set if the requester doesn't set it, and how can I restore that field as an option?
Customer ability to book their own appointments
I run ServiceDesk for my part-time computer consulting business. I also use the same product every day in my full-time job as helpdesk Tech. In my day job since we support the company's internal and external employees, there is little need for scheduling beyond setting time off schedules and back up techs. Since we are on call and work at the office that we support there is really no need for my internal customers to require booking appointments. In my business however, I go on-site, people drop
Remote Control Blue Screen
When initiating a remote control session through SDP it starts up, give the prompt on the remote machine and when accepted a pop up states that I'm now controlling the remote PC !. The issue is that the screen is completely blue and I have no control over the remote machine. We are currently running SDP 8.0.0 Build 8013 using IE 8 and Firefox 3.6.25. Fire fox 8 states the add-on downloaded appears to be corrupt. Any help with this would be greatly appreciated.
Service Cataloge - requester permissions
Is it possible to restrict certain requesters or requester groups from accessing service categories or service requests?
SDF-30750
SDF-30750 Where can I see this request, and when it will be implemented? After build 8017 was released, I was told this would be ready for the next build.
how i can change login interface in servicedesk plus 8
hello great fourm i want ask two qustion firist how i can change login interface in servicedesk plus 8 to put it in web portal and second question how i can support remotly site work as workgroup can please explan how to make this if u can by photo to understand best regards cute man
Pass through authentication fails
I have an occasional issues where Pass through Authentication fails. A user will go to the Service Desk URL and is prompted for a password, closing all browser windows and going back to the Service Desk URL will then pass through correctly most of the time. However, some users will need to to log out of XP and back in to be able to pass through correctly. Entering domain logon credentials doesn't work either. Is there anything I can do to prevent this from happening?
Agent Installation Problem
Dear all I'm Trying to scan my workstations but there is a problem. For Example I have 10 Workstations which I want to scan I set the IP and Domain Name an Password for the PC01 it goes and scan the PC01 but when i want to scan PC02 after the scan completes there is no more any PC01 and the Person who were assigned to PC01 is now assigned to PC02 and I have to change it manually and set it to the right user. It happens to some of my workstations and I have tried it a lot but the problem still exist
Automate Service Request assignment by Service Category
Hi, I can't automatically assign a specific technician to a certain Service Category. Example: I configure in business rules the criteria is Service Category > Application Login, the action is Assign to a technician. If you'll have any workaround in mind that would really help me :) Please advise!
ServiceDesk Plus VNC Integration?
I have been testing ServiceDesk Plus for the last 2 weeks and am happy with the product. Its major downfall is the remote desktop support. I find it varies from machine to machine as to the connection and if it works. It also disconnects the session when we log the user off. This makes the feature no use for our support. We are currently using VNC to connect to the end users PC's and have deployed it as a service to our clients. In an ideal world a VNC remote support button on the new Request
Pass through authentication is not working with user who have one more account
Hi, I have a problem with pass through authentication when user have more than one account. For example local admin and AD account. How to enable pass-through back for individual user.
Feature request in Reporting
I would like to have the option to save a report even though it's not functioning correctly. Currently you can only save a report after running it. I have been working on a report that wasn't functioning correctly and had to copy the query into notepad to save it or start from scratch each morning when I had to log into SDP. It would save a lot of time if "in progress" reports could be saved. As the tool administrator, I am likely to be asked to created a lot of custom reports and may not be able
Service Catalog Approvals
Hi... We are evaluating Servicedesk plus enterprise edition. We have integarded servicedesk plus with Active Directory and also imported some additional fileds also like Project manager. As per organisation process the approver should be a project manager we can configure this in service catalog but when project manager is changed in Active Directory then it should be change automatically in service catalog and also user should get a acknowledgement mail your request is send for approval.Does this
MySQL error
We have recently started to get the following error on our Webserver which has SDP installed and MySQL. Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. We are running v8.0 Build 8022 of SDP.
Can I pre-install remote control agent service on PCs ?
Hi there, I was wondering if there is a way to pre-configure or install remote control agent service on a PC in a deployment stage so that we wont need to wait long for the installation process when we use Remote Control in Asset management in Service Desk Plus. I tried to use the file "agent.exe" that is being copied automatically on C:\ when the remote control is initiated but it didn't work. I installed it as a normal application but then when I tried to use remote control it started the whole
Data Migration SDP
Dear Support We have a customer that use Service Desk Plus, but now they want to use Customer Support or Heldesk for MSP, so is there a way to migrate the data from SDP( indicents, users, etc..) to Customer Support or Helpdesk for MSP. Thanks for the Help!!
Service Desk Plus Performance Issues
We are new users to SDP, and are pretty happy with it overall, however we have noticed a few places where the system seems to take longer than normal (20 to 25 seconds) to respond, when a new incident is being saved, when closing a incident and when assigning techs and groups. The db is a MSSQL 2008 r2 in a cluster with 32gb of ram and dual quad core procs. The front end server is running in a VM, with 6gb of ram on a Cisco UCS host with dual 6 core procs. Any thoughts on how to speed these processes
8022 Hotfix Released over ServiceDesk Plus 8000
Dear Users, Hotfix over 8000 ( 8022 ) released. And you can refer to the details from the below announcement link for more details. https://forums.manageengine.com/topic/8022-hotfix-released Regards, Srikrishnan ServiceDesk Plus.
8022 Hotfix Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Refer the below URL for the list of Issues that has been addressed in this hotfix. http://www.manageengine.com/products/service-desk/readme-8.0.html Also, please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Request SD-43214 : The description field during
Safari 5.1.1 and OSX Lion 10.7.2
Hello, I was wondering if you have started to or plan to support the default web browser on Macs, Safari? Attachments are saved as FileDownload.jsp and HdFileDownloadServlet. Thanks.
How can I give a Technician permissions to edit Requester details using Roles, without giving them full admin rights?
Hi, I've created a 'Role' for some of the technicians in our remote office to be able to manage requests and assets. I also want them to be able to create or edit existing requesters to update the details for users at their site, however I cannot figure out how to do this. I've had a look on the forums, and there are a few references to using the'Editing Requester' permission in the Role under 'Advanced Permission'. I have that ticked, along with 'Adding Requester', however it does not give them
Report showing asset movements from In Stock to In Use
Hello We are looking to use ME SDP as our primary asset management tool. To do this we would really like a report that shows asset movements, specifically what has changed status from 'in stock' to 'in use' the last week/month. Is it possible to create such a report? If so, please could you provide the query code/instructions. Many thanks
Release Tracking
I'm after a bit of advice with regards to releases. Currently I'm using Requests to track releases. A call is raised for an issue that needs to be addresed, the developers develop and add a VSS path via a note, this is then approved for PRE via notes, passed to a technician to release, the outcome of the release is recorded via notes again. This is repeated for SYS, UAT and Live, with redevs inbetween. The problem I have is once an issue has gone through several version numbers the notes section
Importing different product types with same asset name
I'm trying to import new assets into the printer (IT asset) product type, however some of the printers have the same asset name as our wireless print servers (non-IT asset) product type. I understand that I cannot have two assets with the same name under the same product type, however I assumed that if they were different product types the name wouldn't matter. Can someone please explain in detail how this works? Thanks for your help!
Questions regarding Junk filter on Notifications
Hello! I have been trying to get the Junk filter to work the way i want to but I'm not getting it quite right. We have a number of domains, eg. test.net, trial.net, testing.net, etc. We want all these domains to be able to send mail into our installation of SD+, but we want to block out all the rest. I have tried using the "Sender does not contain" function, and add the domains there, comma separated, but it just don't seem to work. It won't send a notification (which i can see in the request). Right
Import alerts from SCOM 2007 R2 into Service Desk? Connector?
Hi We are currently using Service Desk and have recently moved to Microsoft SCOM 2007 R2 for alert management. I am wondering if anyone has already developed a SCOM connector for Service Desk so that alerts are published from SCOM into Service Desk using the API? Personally I would not like to have to re-invent the wheel and make one from scratch. Neil
Link requests not available by Ticket-ID
Dear ManageEngine Staff! I just found out that somehow I am not able to link to requests to each other as easy as it should work. Would you please look into this? Currently I want to link one request to another one. But somehow - I am not able to search by ticket-ID .. I have to scroll or search for the 2nd request that I want to be linked to (tried all views like "my opened", "my pending", "all" requests).. Would you please fix that in future releases, that I am able to enter the Ticket-ID and
FCR reporting?
I'm just wondering what other ServiceDeskPlus users are doing for First Call Resolution reporting. We've never gotten a report to work quite right... I want to know when someone Resolves a Phone Call mode ticket as they are opening it...and I want to know if someone Resolves an Email mode ticket the first time it is edited--so more of a First Contact Resolution than First Call (luckily the acronym is the same). Does anyone have similar reports working for them?
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