automatic assignment of technicians
With respect to the service desk plus ManageEngine system has the option of automatic assignment of technicians could say that technical limits have to exclude, or until I can exclude few technicians. Data: Application ServiceDesk Plus Enterprise 8.0 Version: 8000
Service Desk Plus-Want Technicians to be Requestors as well
I would like for my technicians to be able to submit requests via the Service Catalog in Service Desk Plus. How can I setup to the system to allow this to occur?
Keyword search in Requests should search in resolution/notes
Most users describe their issues in very basic terms, such that many different issues might get described as "computer crashed" or "Having problems printing". It is in the resolution or notes that the technician is able to more specifically describe the problem. Currently, performing a keyword search in Requests only produces results where the keyword appears in the title and description of the request. Changing the search to look into the resolution and notes as well would allow the technicians
ServiceDesk: Approvals tab - Description field
I have a question about the Description field under the Approvals tab. When the approver adds comments it displays under Description to a detail, but only part of it displays. While I can read the entire description by hovering over it, I would like to copy and paste it. Is there another location (within the Service Desk) that will display the entire contents of this field? Here is an example: Request 47262. The full description (aka Comments) was “We are able to provide only one set of equipment
Failed to receive 20 Item(s) as the Max Number of IT Assets
WTF.... I've just tried to recieve an PO order of 20 sticks of ram, and get this... Failed to receive 20 Item(s) as the Max Number of IT Assets exceeds the license!!! Why is there a limit? What is the limit? I've sent an email to support but havent gotten a reply or acknowledgement of the request.
Improvements to Solutions Module
Hi, Two things I'd like to see improved/changed with the Solutions part of the program: 1. When Searching Solutions from the Resolution tab, if you choose a solution which has an attachment, the attachment does not get attached to the ticket. I suppose to make this work, the Resolution form would need to permit attachments itself, which would be a helpful feature anyway. 2. Could the "Topic" drop-down when creating a solution use the category/subcategory/item data that already exists in the
How to configure extra ldap field map
One enhancement in 8015 is: SDF-36318 : Support to map user defined fields from LDAP to requester fields, during the requester import. For now this configuration is available only as a database configuration. Anybody knows howto do this configuration. Thanks
ServiceDesk Plus host URL
We have SD+ working fine from http:\\helpdesk:8080 but wish to present SD+ also on another URL e.g. zzzhelpdesk:8080 ( this is because on a seperate site they already have another entry for "helpdesk" in their DNS) ( and change the notification emails accordingly to come from zzzhelpdesk:8080) I understand there is an URL Alias setting within the Admin, Self serve settings, but will this change the email notification template to the new address? Any help would be appreciated
Software list - SQL - help needed
Hello Is there a way to create queries graphically, using a third party app eventually? Would somebody help me please on an SQL (mysql) for a List with installed Software I am stuck at this point (see below) but I also need workstation state (in use, disposed, ...) , software type (managed, freeware, ...) as well as site, department and user and ordered by software SELECT SystemInfo.WORKSTATIONNAME "Workstation",WmiSWUsageInfo.SOFTWAREUSAGE "Software_Usage",SWInstallationKeyInfo.SOFTWAREINFOID "Product_ID",SWInstallationKeyInfo.PRODUCTID
SDP Asset Management - Cisco Equipment Configuration Management
Does SDP provide such feature that I can use network scan to discover all the cisco router/switch via SNMP and also retrive the IOS version, configuration files into the asset record? And also provide the configuration comparison feature? If not, is it possible to integrate the DeviceExpert with SDP? Thanks.
Requesters via external database.
Hi All, Is there anyway to have SD+ or SD+MSP query an external database to get a list of requesters without importing them to log tickets. We are trying to prevent having to import and maintain requesters in SD+ from our accounting and production systems which are integrated. Thanks Tim.
Disassociate technician groups from sites
Unless I'm missing something, could I request that technician groups be decoupled from sites? We have several technician groups which with very few exceptions consist of consistant groups of technicians across all sites. If groups of technicians & their associated email notification settings could be set up as a self contained entity, these groups could then be linked to a site rather than having to recreate them for each & every site (which is a real pain if the group changes). This would also
Free ServiceDesk Issues
Hello for the past several months I have not been able to get Mail Fetching to work. I've tried our hosted email solution by creating a general helpdesk account and I've also created a gmail account and neither work. Also, I've had to re-install ServiceDesk and now LDAP Authentication won't work.
Violation of PRIMARY KEY !!!
Greetings. At me a problem (I use version SD + 8015). If I want to use as database MS SQL - at restoration SD + from archive, there is such error. ========================================================= 23:14 Error occured while deletion of all table data please see the error log Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences 0-----------------------50------------------------100(%) ==================QUERY = INSERT INTO configurationrecord
Submit button for a new request quite often doesn't work
I'm using Firefox 5.0.1 on MAC OSX 10.7. I quite often attempt to submit a request in the service desk and when clicking the submit button nothing happens. The reset and the cancel button work and I can type in the various fields as well as make selections in the drop down boxes but the darn submit button doesn't do anything and there is no error message indicating the problem. Has anyone experienced this? I was also getting this with FireFox 4.0 and MAC OSX 10.6. Is there a fix for this?
How do I create a incident template as a technician?
Change template contains only default request option. How do I go about creating my own template with fields populated from dropdowns by default. Thanks
Ease of changes to default values
We were trying to assign a technician to a group the other day & for some reason in the particular area we were in, instead of getting the complete list of technicians, we were being presented with the default list of technicians. What became apparent after a lot of searching through the admin icons & help files is that there appears to be no easy way to change default groups / technicians / behaviours. Could this be implemented as an extra little group of icons in the admin area?
Changed Domain Controller...now cant login
So this morning our domain controller was changed to a different server. The old domain controller also had our AD users/computers on it and that has been moved to the new one also. So, now we can not login because it's a different server thus the old no longer has the AD users. Is there anyway to change that without having to move back to our old domain controller?
as I can get a report with the time and date update report for the first time
I need to get a report each month of the time and date the updated technical report for the first time when I change the status to resolved
reporting date and time resolved
need to get a monthly report where it comes from the time and date when the report is resolved
rest api
I am not getting the proper output of rest api it is saying unrecognized authentication....pls help
Quick Create Ticket Issue Group Setting
Is there a way to modify the Quick create ticket settings to also include the ability to select the Group, and possibly even have it auto select the group based on the user that is logged in, as it does now with the Site.
Service Catalog - visible to requesters?
I have a requester log in created using Self service portal. When logged in I cannot see the Service Catalog. We don't currently use the Service Catalog, I'm looking at implementing it but this doesn't make sense to me if our requesters cannot see it. Please let me know if I am doing something wrong?? Apologies if this is a stupid question! Thanks, Angela
SLA changes and the User is not informed?
Sometimes User opens the ticket using the wrong template, it generates an SLA wrong too. When the SLA change no mail goes to the User informing you of new term. Why?
Add Catagory to Quick Create - New request
We would like to see the "Category" field added to "Quick Create - New Request" and make it a mandatory field. Also the view of this field needs to be expanded to at least 32 characters. Some of the categories defined in our organization exceed 32 characters. Thank you Kent Fischer
Folding Notes & Work logs
Making request work logs & notes collapsible & expandable would make many of our requests easier to work with as they can get VERY long. Collapsed by default. Expandable on demand. Stateful.
Change the way request links are dealt with
Maybe it's just me, but although I like the idea of linking requests when they are dealing with the same subject, I always seem to ungroup them after a short while. In fact I've stopped using the facility now. If I link two or more requests I find that the presence of the link(s) is not obvious at all, and if I click on the 'Linked' button, more often than not I just get informed of a link to a single request when maybe four or five have been linked. If I follow a link and then click the 'Linked'
Service Catalog does not always display all Service Field options
I am in the process of building out a Service Catalog and I've created a lot of new templates of late. Here's a quirk I've noticed...I've been able to work around it for now as I don't need all the fields in use...but as we push SDP further and further this could come back to be a problem. Image 1 : This shows the Service Fields I had available after filling out about 9 different service catalog entries. Image 2: This is about an hour into building templates...all of a sudden look what I
Approval via an email
Hi All! I have a "Requester" who is approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Service Desk Plus - Partitioning self service for multiple customers
We run a support desk for multiple companies and want to be able to partition the self service so that only certain companies can see solutions for their staff. Is this possible with the current version? I have worked out how to configure the ticket logging to be able to have multiple compaines by using the requestor config. So was hoping I can overcome this last issue.
Intergration of Reminders
At the moment, I don't think reminders are reaching their full potential in ServiceDesk Plus. I'd like to suggest some changes that would make them a lot more powerful: 1. When the email option is chosen, a hot-link to the call is included - allowing you to quickly go to the indicated call. If this is not practical, can we at least have the call # in the email? If you set multiple reminders you have to then poke around in "My Reminders" to figure out what call has just "reminded" you. I know that
Addtional custom fields?
Hello, I am attempting to automate some paper driven processes by creating html forms and the API to create requests in ServiceDesk. Instead of using the text box to gather information I am using the custom fields to create new templates. The problem that I am have is that the number fields is limited so I cannot create all of the custom fields that I require. As a work-around, I am using some fields on different forms if it is the correct format for what i need, but the problem is the names don't
Wrong overdue status
Hi, There seems to be a problem with the overdue status. Operational hours are Mon - Fri, 09:00 - 18:00 1) Ticket created Jun 1, 04:11pm Timer start 2) Ticket changed status to awaiting user Jun 1, 04:20pm Timer stop (9 mins used) 3) Ticket changed status to In progress Jun 7, 06:32pm Timer start (none used) 4) Ticket changed status to awaiting user Jun 8, 09:41am Timer stop (41 mins used) OVERDUE Please see attached screenshot of the
Can we use a different delimiter field for parsing incoming email
We have the system setup with Admin > Mail Server Settings > Incoming set to monitor a particular mailbox. It is reading that mailbox successfully, and creating a new Request for each new email. A notification email is sent back to the submitter and in the Subject of that email we include the following (everything in between the quotes): "Request ID :##$RequestId##] ". If a reply is sent to that email notification (e.g. for Request ID 353), and the Subject contains "Request ID: ##353##", it adds
Enhanced ticket routing mechanisms for multiple sites
I would like to have the ability to create a business rule that can route to different sites. This would include the ability to assign requester to multiple sites. The current product is good, but we need to implement individual servers for each support area, which doesn't work very well.
SubTicket
Hi I have an aktiv ticket and i whant to create childticket to thisone
Browser support in SD+
What browser does SD+ officially support ? Sorry, but i have not found information about it. It seems full functionality is only in IE.
Requester notification on Request Status Change
Is there a way to notify the requester only when its request status is changed from "open" to any other? I know that there is the "Acknowledge requester by e-mail when the request is updated", but I want to limit this notifications. Is this possible? -Regards
Next and Back Button
Hi, Is there a next or back button in SDP ? I opened the Requests Tab and clicked on a ticket. If I want to view the next or previous ticket, what's the best way to do this ? Thanks, Jon
Preventive Maintenance not working
Hi! After upgrading to 8013 my e-mail fetching (incoming) was failed. I have rebooted server and that helped. But now I realised that preventive maintenance tasks are not working in the automatic mode - the requests does not created. Only mannually. What i Need to do?
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