Remove technicians from auto assignment queue based on request creation date
Currently the auto assign appears to be working on the basis that if a technician is marked as off at the same time as the due date then it will not be assigned to them. This has been causing us issue in that our standard SLA is 2 days although most requests generally don't take that long to deal with, but it means that the technicians stop recieving them 2 days before they are due to be off. Also it means they get tickets assigned to them that are due to expire an hour or 2 after thay get back,
Version 8.1
Hi, I was just wondering if you could provide a rough idea of when Version 8.1 may be ready for release?
Size field "Subject"
Hello, Is it possible to change (enlarge) the field Subject? It would really help to see more characteres when working with "Requests" and "Solutions". If this is possible I would appreciate if you could tell how to do it. If not, I think it would really help if you could make it larger. Thanks, PVMP
Cannot See Change Implementation or Problem Task Details
For the last few days I've been experiencing issues when trying to browse to the 'Implementation' tab of changes or to the 'Tasks' tab of problems. Basically, I get a blank page where the details should be whilst the outer frames are intact. This is not specific to one PC and it doesn't even matter who is logged into the PC, as soon as I login to SD+ I see the same issue. If somebody else then logs into SD+ with their credentials, from the same PC/logged in user all is ok. Therefore, my conclusion
Reports Time Spent
I have a report that will show me how much time a tech enters against a request ( see query below) How can I enhance this query to also show how much time is spent on a change request. SELECT rc.DATETIME "Cost entry date",wo.WORKORDERID "Request ID",wo.TITLE "Subject",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",rc.MM2COMPLETEREQUEST "Time Elapsed" FROM WorkOrder wo LEFT JOIN RequestCharges rc ON wo.WORKORDERID=rc.WORKORDERID LEFT JOIN RCTechnicianIDs rct ON rc.REQUESTCHARGEID=rct.REQUESTCHARGEID
Service Catalog as startpage?
Can you make the Service catalog as startpage after the requesters has logged in? /Andreas
incident activites.
we have an issue arise when one incidents being handled by multi technician during their shifts. currently we are using notes or work log. but work log allow the logged on technician to select the technician whom has entered that work log. which isn't right for us. we need it to be in-editable field with the name of the logged users. we need it to be more like activities log other than work log. as we don't work cost the same way that exist on the program now.
SDP - Tracking Budgets
Hello guys, I've got a nice idea for SDP. At this point we are able to set at which department or GB-code an invoice must be made or both. What would be a very nice addition (te complement), is that we can actually put in a budget on the GB-code, or on the Department-code (it's kostenplaats called in Dutch), and that we can keep track of the remaining budget. In my (and many other cases), there are yearly budgets to follow and to keep track off. It would be nice to see if we could keep track of this
Master Incidents (Problem)
if there number of incidents. that is all caused by the same issue . I suppose to create problem and relate all the incidents.to it. but I need all the incidents to be updated just by updating the master incident (problem). and to inherit the status of the problem so if the problem gets closed all the related incidents also get closed. that will be useful when dealing with global issues.
Survey Email Special Fields
Is there anyway to use the special fields in the survey emails? For instance using $Description and $Resolution in the survey email body in the same way they are used in the reply template. I ask for two reasons. First of all many users do not respond to the Closed message and instead reply to the survey. Being able to put the request ID in the subject would allow these replies to reopen a request instead of generating a new one. Secondly users would like to see the description of the request when
Send Attachment
Hi, is possible when you create or reply to a request to send a file to the recipient? I attach the file to the request but not send it. Thanks in advance Daniel
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ManageEngine is all set to host User Conferences in Boston, Washington DC, Chicago and Dallas. Boston 17th & 18th Washington D.C 20th & 21st Chicago 24th & 25th Dallas 27th & 28th (Click here for the venue at each location) Technical Training & Certification at $299 and NOT $2995 ManageEngine Training Program covers in-depth technical training of products that we use. Originally, this training costs $2995 but if you can attend it at the conference for just $299. ManageEngine Product Training helps
Resolution not saving when closing call in FireFox.
I'm running ServiceDesk Plus 8.0.0 Build 8013. It appears that when you close a case and input the resolution, when you click save, the resolution blanks itself and then when the closure email goes out blank due to the resolution being cleared. It seems to only happen in FireFox. IE seems to work fine but I've never had the issue in FireFox before. Curious if someone else is having is having this issue or if maybe its a new bug in this current build?
Task Enhancements
Ability to close tasks with a button from the tasks list of the request, rather than editing and dropdown (if we have task closure set up as a requisite of request closure, then this can mean going in and out of multiple tasks , closing them all) Ability to create business rules bases on closing jobs . This could be used in the above instance to auto-close tasks when a job is closed .. Tasks belonging to closed requests should be closed too .. if you do not enable the task/request close rule ,
Change purchase order flow
Hi, Here in Mexico in almost all situations we need to make the payment before we receive the item and then the invoice, so I need to change the flow order (the one we see in the picture) because the payment rigth now is at the final process before close the purchase order, but we need that process to get in the middle between ordered and received then invoice received then purchase closed, is there a form to do this? Regards.
Cancel creating workorder by e-mail
Hello all! I want to know, if is possible stop the service that creating the request by e-mail. Tks...
Super techician
Hi all, I'm starting to configure our SDP and I was wondering if only one technician could see all the requests of all the other technicians . For information, we have no site configured. jeff SDP 8 build 8012.
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
ServiceDesk Time
Hello, Our ServiceDesk time is an hour behind the server time. We are in New Zealand. ServiceDesk version = Your Version : 8.0.0 Build 8008 Can you point me in the right direction to fix this ? Thankyou....
Send fail when requester is External
Hi, I am having a problem when sending replies from within a ticket to external people. It is not giving us any error messages or fail to send notifications. We are using Version 8 version 8016, Windows 2003 and MSSQL. Is anyone else seeing this problem?? Cheers Lee
Service Catalog doubts
Hi, - Why the number field doesn't allow us to include decimals like adding IP address. - Under Add Resource we don't have the facility to add date and Radio buttons. What is the use of providing Yes/No drop down, next to it i have the option to add drop down so i can add it from there itself. I should have the option to radio buttons according to my requirements. - I want to Declaration Notes or Disclaimers. Where can i add Declaration Notes, i can add only limited characters in the text box field.
Need help with a Query.
Would someone be kind enough to help me with a query to give a report of percentages of violated SLA's vs met SLA's. I need it grouped by technician and by group please. We are running MySQL still.
Run a report and allow a user to see it.
Users have the tabs Home, Service Catalog, Results, Solutions, My Details. I as a technician I have many more tabs, one of which is Reports. When a (any) customer needs a report run he can not execute it. I would like to write a custom report that anyone can run when they need it. A scheduled report sent to a specific person or group on a schedule will not fit the bill. One day Joe may run it, the next Susan, etc. Can I create a service in Service Catalog or Results that would allow then to run it
Component inventory
If in december the Mouse has been assigned to User1 & in feb it assigned to User2 Can i get the report where this mouse is attached at current time & No. of users used it???
Survey Reports - Multiple "Ratings" for single Incident
Hello, We are currently experiencing multiple "Ratings" for single request incidents (when producing Survey Reports) and therefore we produce incorrect reporting results. Is this a known issue or am I just creating a custom report incorrectly? Here is the QUERY. Thanks for your assistance. ============================================================== SELECT sadt.ANSVALUES "Rating",spre.CREATEDTIME "Survey Created Time",sadt.ANSVALUES "Rating",wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",aau.FIRST_NAME
Help for query report in Servicedesk Plus 8.0
Hi, I need to be able to draw a report showing all installed software titles in PC's sorted by WorkstationID - as well as info on "last logged user". Format like this: Workstation ID - Software titles - Last logged user. How would this query be, when using mysql? /Erling
Request Problem
Hello all Im facing problem with the Manageengine the sent e-mail not displays in the request page , whereas it's received by e-mails. Can any one help me with this issue. Is there any issue related with e-mails size ( I mean total size of all received e-mail).
SDP Upgrading: Database impact from upgrading 7608 to 8016
Hi, I would like to know about the database will get an impact from upgrading SDP version or not? because customer has directly connect to the database to generate the report and they need to know this topic before make a decision to upgrading. Best regards, Songtham
Removed active directory authentication
Good Morning, I just removed the active directory authentication and am not able to login anymore as my user was directly imported from AD. Can you tell me how to re-enable it ? Regards.
Can reply emails be automatically associated with a request?
We often us the Reply to the Requester function to send an email to a requester. The From field in the mail is set to "no-reply@mydomain.com". Is it possible to configure ServiceDesk Plus such that when a requester replies to the email that the email is associated with the request?
Fetched e-mail mising attachements / body
When ServiceDesk Plus is fetching (via IMAP) voicemails from our phone system (*.wav in an e-mail) or external e-mails it drops the attachement or body. This has occurred since we upgraded our mail server to Exchange 2010 SP1 We have recently upgraded from 7605 to 8010 as recommended however the problem still persists. Please advise.
Unable to Install Trial
I wanted to trial the new version of manageengine but sadly the installation is not going well for me I've installed the application clicked on open web client but nothing happens I'm trying to use the mssql option. I've noticed after installation nothing is even added to the allocated database (no tables , views etc)
Receive a request via email into Service Desk Plus
Is it possible to set up Service Desk Plus to receive a request from an emailed form? Here is the criteria that we would like to meet. 1. When the Service Desk Application receives this email, a ticket will automatically be created/saved. a. Name = User who is requesting access b. Category = Portal/SharePoint c. Priority = High d. Sub Category = Permission/Access e. Subject = HickoryTech Portal Access Request Description = body of email current HickoryTech Portal
How to connect
I installed Service Desk Plus on a "server". How do I access it on other machines for different technicians? Is there a client software I am missing or do I access through a web browser? Thanks! Greg
Developer Edition of SDP
Hello SDP Support, it would be great if there would be any kind of developer edition, I like your product but it is not customizeable enough to buy the Enterprise edition. Especialy the notification rules should be totaly customizeable, for example that you can choose yourself which persons geht which email on customized events, this way most other help desks have a much better notification system. With a developer edition it would be much easier for companies to fullfill their requests on the helpdesk.
Found 2 Bugs in the business rules
Hello SDP Support, found 2 Bugs in the business rules. 1. When you set the resolution field as mandatory for closure of a request, you can setup a business rule, that the status changed to closed and the request is closed without a resolution. 2. When you have a business rule that uses the priority or any other drop down menu item as criteria and you have a custom content with german signs like ä ö ü or -> and so on, the rule doesn't work. Using build 8016 kind regards Thomas
Pathetic Tool I have ever worked upon - Adventnet manage engine
Worst tool I have ever worked upon in my life.... Not at all able to compete the standards for BMC remedy or IBM Tivoli... We are using this tool at First Gulf Bank, the tool goes down every 15-20 mins and then the tool admin has to restart the services. I have been associated with first gulf bank for last 6 months and never had a good day with the tool.
Software Licensing - Volume Licenses
I'm experiencing the same issue as listed with this forum article: http://forums.manageengine.com/#topic/49000002674225 I would like to know if this will be fixed or if I need to add a volume license with number of licenses (1) and add the number of allowed installs?
Cannot approve solutions as Administrator
I am the main Administrator for the Service Desk and I will be inputting about 95% of the tickets. I have two other technicians, however their roles are extremely limited unless I am on vacation, sick, etc. So my problem comes down to as I cannot approve my own solutions. I see right now that in order to have a solution approved that I inputted into the system, another technician would have to approve. Seeing as the other technicians will not have much use with the Service Desk, I don't want
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