Change asset state by asset scan
Dear all, I would like to ask you to help my understanding of business rules: Currently I am updating our asset db. Going through the available assets one question came to mind: Is there a chance to create a business rule for the asset management? i.e. creating a new b-rule that changes the asset state from "in stock" to "in use" if the asset was successfully scanned? And vice versa: if the asset failed to scan for "more than 30 days" or "more than 60 days", the asset should change back from "in
How do I determine the avg response time before a ticket it picked up
I am needing to run a script on the MSSQL to determine how long it takes before a ticket is picked up from a customer. I am running Version 6.0.0. Build 6014
Asset History
Is there a way to view the history of who and asset was assigned to?
Notification mail with HTML code
Hi. I'd like to add picture in mail notification. i try to use HTML code but it's not working even i select "Send as rich text format" Is there anything i need to setup more?
Remove Extra Domains From Login Options?
For some reason after enabling domain login a collection of extra domains/workgroups appear. Is there a way to limit the options which appear to just Local and the Domain. Below is a example of what is there COSTCO COSTCO.COM (Domain) WORK GROUP Local Authentication Failing the ability to remove the additional options is it possible to set the default? Thanks
Remote Control Shortcut
Hi, There is a shortcut created on the desktopo after ending a remote control session. If you click this shortcut you will get connected to the requesters machine without them knowing. There is no prompt on the users end that a technician is viewing her screen. Has this been addressed on the new release ? Thanks, Jon
Duplicate SLA Escalation E-mails
Has anyone had an issue with duplicate SLA escalation e-mails? I have an SLA set up to have a ticket with “Same Day” priority to have a 4 hour completion time assigned. I also added level one escalation to email the supervisors 1 minute pass due (Escalate After). However, Service Desk is sending out an e-mail 1 minute prior to completion and then again 10 minutes later. No idea why. So a ticket that is created at 4 PM is due at 8 PM. Instead of one e-mail notice going out at 8:01 PM, it is sent at
Service restart automatically - java maxiumum
Hello, I have a big problem. When I start the service "ManageEngine Service Desk" java is up to the maximum performance of cpu and ram and the service restart automatically. I tried doing the restore on another server windows, but the situation is the same, the service manageengine start and java goes up (50% cpu 700 MB ram) for 5 minutes and then restart the service, this continuously. I tried to restore the full backup that is trimmed back but nothing. OS: windows xp sp3 servicedesk build 8017
Hide Option in Portal
Hello it's possible to hide "About", "Feedback", "License" and "Help" button? (for Reguester and Technician) Thanks.
Possible improvement in view options for ServiceDesk
My company uses ServiceDesk Plus 8.0. Recently we've been inundated with new Help Desk requests due to a database corruption issue. The folks that work in that dept. told us it would be ideal if there were a way to have a view option where you could see your tickets in a window - but have tabs in the window that would be one tab for each subcategory in the Category you're presently working on. Would this be possible? Please let me know. Thanks! Allan Kellner
Support e-mail address
I have three accounts and I want two of those accounts to share requesters. Will the servicedesk respect the "Support e-mail address" which is different on each account or will it search through and find the requester first? I also tried adding the requester to both accounts thinking then it may respect the account default address but it always goes back to the account that was created first. Any help would be appreciated. Thanks Jon
Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
How to host ServiceDesk plus
We purchased the service desk plus version 8. It is working fine in the intranet. now we want to the service desk plus online. We are planning to host it from our internal server itself....Could anybody help me????
Reporting and access rules
Hi, If I understand well, report are either public or private. But is there a way to limit access to one report to a group of technicians ? Best regards, jeff SDP+ 8016
Email notification
Hi, we would like to notify technician not using global rule "Alert the following technician(s) by e-mail when a new request is created" but per incident template. Is this possible by configuration or is there an other way to notify a group of technicien following template criterias ? Best reagrds, jeff
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
"Query Report Public" Access
Hi we have the following problem. As Admin, I have created a public query report, but the other technician doesn't see this report. In general, only the technician with SDAdimn role associated can view, submit and modify this report. Our structure is the following: Technician ADMIN -->creates the query report public; the role associated is SDAmin Technician Group --> Submit only the public report; the role associated is SDReport All technician have the role SDReport associated . I need that the technician
Categories
I am new to SD+ and I was hoping someone could give guidance on how to setup categories and have only specific Technical Groups see their respective Categories, Subs and Items. For Example, the categories that the Desktop Services group use should only be visible by that group and likewise Application Support should only see their's. Is there a way to do this? So far, I've come up with having the Groups setup as a Category but in this instance they'd only have two tiers left: Desktop Services
Wrong link in mail
When we make an announcement and we want it to be send to a list of mail-adresses, this mails opens very slowly. The reason is a wrong link/reference in de html-code of the mail. <style>p { margin-top:0px; margin-bottom:0px}</style> <base href="http://orion/" /> <link rel="stylesheet" type="text/css" href="http://orion/style/htmlarea.css" /> <style> html,body { border: 0px;} </style> <p><font face="verdana,arial,helvetica,sans-serif"> <font style="background-color: rgb(0, 204, 255);"> The link to
Customizable Change Workflows Needed
The notification function of the Change service within SDPlus, in my mind, requires some additional enhancement. One request in particular, is the addition of a "Customizable Workflows" feature. 1. Add a new section called "Change Roles" - This section will allow an administrator to add/edit/delete roles for changes. These roles should NOT be isolated to technicians, as requesters should be able to function in a role. 2. Add a new section called "Change Notifications" - This section will allow an
8.1 Beta missing features?
Where are the project management and change workflow features? I installed the beta as the Enterprise version and these seems to be missing. Are these not included in the beta version?
e-mail commands
I all, I've a problem with the e-mail commands. I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request. In all the other cases (edit, close) I only create a new ticket. I read a lot of solutions e discussions in the forum, but I'm still not able to let it works. I have the following version of SD+ : 8.0.0 Build 8016 This is how the e-mail command is configured: and this is the technichan I'm using and, at the end, these are the mails I use:
Automated report for open calls for technician
We are wanting to create a report that allows us to send to each individual technician the calls they have open in Helpdesk, the report should only list calls related to the individual technician. Is this type of report possible in SDP, apart from having to create an individual report for each technician? Thanks, Matt
Email Notification
Hi, I just disabled this setting "Send notification to group technician(s) when a new request is added to this group " After disabling this, the technicians no longer receive notification emails when a ticket is specifically assigned to them. However in the Notification Rules this setting was not changed. Thanks, Jon
HTTP Status 500 when access SD+ by Blackberry
Hi all, I have a problem with mobile browser. When i try to access it by Corporate blackberry, i will got HTTP Status 500. My company use BES Service and not block anything from BES. Is there someone have this kind of problem before? Below is error message. ---------------------------------------------------------------- HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
SMTP Outgoing Problem
Hi, We have faced SMTP outgoing mail problem during installation. We aren't using exhange server. We are using IceWarp Merak Mail Server. We can't send e-mails to users via ServiceDesk. By the way, there aren't any problem by receiving e-mails. Error Log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013"
ServiceDesk SMTP outgoing problem
Hi, During the installation, we have faced with an SMTP outgoing mail problem. They don't use exchange server. They are using IceWarp Merak mail. We have solved incoming mails but we can't send mail via ServiceDesk. Problem log is: [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error code : 18013| [12:09:25:881]|[10-14-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[39]|: Error row : <AdventNetErrorCode ERRORCODE="18013" ERRORSTRING="ER_MAIL_SENDING_FAILED"
trouble with the group ticket notifications for a certain specialist
Hi. We have ServiceDesk 8.0.0 8013. Mail Server Settings: Address: ServiceDesk@domain.com Notification settings: specialist receives an e-mail message after the ticket is set to him. Settings for the group: all tickets sent to application@domain.com are set to the group «A». Notification problem: the ticket sent to application@domain.com is engaged by group and the group member does not receive any notifications. Is there a way to configure the group ticket notifications for a certain specialist?
Troubles with category at email request
Hello! When request comes with email, it always have some category. I need make that technichian must choose right category when he have request. They always forgot to do this, because it allready have some category. There are any possibility to make new request which comes form email with all empty category? Regards, Anton.
Manual for installing Service Desk server
Dear Support Team, Any manual for installing SD+ server? Regards, Eko
Additional flexibility on archiving
I would like to see a bit more flexibility on the time frame that we are allowed to archive. Currently there are options for 1,2,3,6 months and 1,2,3 years. I would like to be able to either define my own value for years/months or have additional values shipped (examples: 9 months, 18 months)
Report help
is there a way to create a report for incidents based upon the time the request was created that shows what time of day the request was opened not the date we are looking to see what our high call volume times are and when our low volume times are for example. something similar to below we are looking to how we should staff our service desk for the best coverage August 00-01 4 request 01-02 0 request 02-03 0 request 03-04 1 request Etc.... Sept 00-01 4 request 01-02 0 request 02-03 0 request
Change Management with Overdue Notification
Dear Sir, Can we configure the overdue notification in change management? for ex: if the change has reached the schedule end-time but the status is not yet "completed", then system will send out the email notification to the technician and the CAB members. Thanks a lot. Regards, Alan
Email Commands
Hello SDP Support, SDP doesn't have the ability to send mails on closure via businessrules, so I was trying to find a workarround. In my scenario I send out an notification with the notification rules, when a request is closed to a specific email adress. This adress is the same I use for SDP to send emails. So now I want to use the email parser to to set a specific value in the field mode. Would it work now with busines rules, that the value will be set after the request was closed? Will there ever
API: how to set timezone
Hi, I'm currently trying to figure out how to use your Site API. Was successful to some extend, but one thing I just could not figure out: how to set the timeZone via the API. No matter what I try, there is no value selected when viewing the site in SD+. After selecting some timezone in SD+ and saving saving in SD+, the timezone is saved. So what do I have to use? What I tried: - "value" field of the SD+ select box (e.g. "301" for Europe/Berlin) - the complete string of the SD+ select box (e.g. "(GMT+1:00)
Missing "Subcategory" & "Item" columns from the User's Request page
In the Requests page when the users log in, the columns "Subcategory" and "Item" are missing from the columns list, only "Category" is available in the . We need to display the column "Item", this very important. However when the technician login, the columns "Subcategory" and "Item" are available in the column list and can be displayed. Please advice. Regards,
Tech Assignment
Is there a way to use a busines rules, or some other feature to help auto assign assignments in the following scenario: 3 Techs Tech 1 does 80% tech work 20% Server Administration Tech 2 does 80% tech work 20% Network administration Tech 3 Does 20% tech work 80% Server administration 5 sites site 1 = techs 1 and 2 get assigned requests site 2 = techs 2 and 3 get assigned requests site 3 = techs 3 and 1 get assigned requests site 4 = techs 1, 2, and 3 get assigned request site 5 = tech 1, 2,
Purchase order Question, same products from differnet vendors
I have another question with raising POs. We routinely purchase items from a number of suppliers/vendors to ensure we get the best price. It seems that when we try and raise a PO in SDP, for a product that we have previoulsy ordered from a differnet supplier/vendor (reseller), then we cant order the same product item form a differnet vendor/supplier (reseller). We get this error
8017 Hotfix released
Dear Users, Hotfix SDP 8017 (which can be installed 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 Features / Issues that has been went in this Hotfix [8017] 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
Disallow users from seeing categories
Hello When setting up preventative maintenance tasks it makes sense to use Categories and maybe sub-categories and Items along with them. However, you probably don't want your user base to see some of those categories with their associated sub-categories or items. For example, you might have a Category = "Backups and sub-categories "Initialise Backups" and "Check backups". You might not want the average user submitting a ticket with backup as a category so it makes sense to add a flag the admin
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