Is there a limit to the request ID number?
Just curious, is there a max number that the request ID goes up to?
New Incident drop down Sub Categories
Hi, I am using Service Desk Plus. I currently am creating a number of templates to be used on a new helpdesk system that we are implementing. However due to the number of new templates created the "new incident" dropdown in the top left of the screen is now not able to show all of the templates without having to scroll down the page. On the orignal install of the service desk I noticed that there are categories and subcategories in the 'new incident' dropdown. Is there any way of me segregating
How to make a Technician a Purchase Order Approver?
Hi, We are using version 7605. I want to make a Technician to be an approver of Purchase Orders. I can do this for Requesters, but can't see any option to be able to do this for a Technician. How is this done? Thanks Paul
problem with Assets
Hi all, I have problem with Assets. We have domain structure in network. A lot of computers In Computer Organization Unit of mydomain. But half of them inactive last half year or more, e.g. PC’s owner left the company or PC has new name and IP. So during scanning my domain – AdventNet Plus hangs and cant doing on scanning ( I think, the reason that a lot PCs switched off or non exist). So how can i configure to scan quickly and only online PCs? The problems is that i can't see all my exist PCs
Not to view all tasks by all the technicians
Dear all When a technician adds a new task in his/her home tab in service desk the task can be viewed by all the other technicians when they click on "Show all" . I want to know Is there any way to make some tasks private which can be viewed by the technician who has created the task? Thanks in Advance Negin
How to link one service catalog filed with Active directory
Hi all, I wanna ask please about link a service catalog filed (drop down list) with AD that should retrieve all names there. please let me know if there is a way to do that . thanks a lot
How to disable Category and sub-category while enable item field?
Hi, I believe that if i would like to setup "Requester can set" item fields, category and sub-category will have to enable "Requester can set" as well. Is there any way to keep item fields "Requester can set" and "Requester can view" for category and sub-category? The reason is after user select incident template, they will change category and sub-category again because fields is show to them and they will think they have to choose. this can mess report and item will change to that worng category.
Cant remove approvers from stage
If i add one approver to approve stage, and then i want to remove or change it, i cant. 1. I add one approver to first stage. Save. 2. I remove, and add another approver. Save 3. Referesh. 4. I see both approvers again. Why? SDP 8.1 beta.
How do I change an asset from a Server to Workstation?
I have not found the reverse process, I went to Admin> Asset Management> Product, notebook is selected, but still appears in the server inventory tab. Can you help?
SQL 2008 R2
Will the latest version of servicedesk work with sql 2008 r2?
Servicedesk plus https SSL cert
Hi I am trying to configurate SD with https. I have change port with changeWebServerPort.bat, and I have run after the instruction http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 But I do not manage to get the SSL cert to work, when I go with my webbrowser against SD, I get certicicate error.
Organize request by "Last time updated"
This is another feature alot of other help-desk apps have that I feel is missing in service desk plus. Currently when I am looking at all the open request I can organize them by Priority, ID, Subject, Requester Name, Assigned To....etc. One option that is missing is to group them by the last time the request was updated rather that be a note added, e-mail, task added or some other action. This will open me quickly see what request have been untouched for awhile by my techs. I have seen others
How to make the field "Name" in the "Requester Details" inactive
How to prevent make nonsense in the "Name" in the "Requester Details" and allow only the names of the Active Directory? For example, how to make this field inactive, allowing the selection of only the Active Directory ? Thank you.
Device Scanning
Hi , Does we scan Thinclient in Servicedesk Plus & how it works. Regards, Vaishali
Issue with approval stages
I submit for approvals (SDP 8.1 beta). I create two stages. first stage status is "Pending approval". second stage status is "to be sent". When the first stage is approved, request approval status changes to "to be sent". After that second stage approval status must be changed from "To be send" to "Pending approval", but it doesn't. Can you explain why does it happen? Mail notification system is working.
How to disable "Change Template" in incident template
hi, Is there anyway to disable "Change Template" in incident template?
Parse e-mail format
Hello, quick question on desired operation. Just testing the e-mail parse function. When a request is generated this way, should the parse data show up in the request description as @@DATA=value@@. The subject was parsed without the @SDP@ appearing in the request name, but I have the text @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects Group@@ @@GROUP=Printer@@ appearing
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.
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