Can charges be done based on category?
I am contracted out to a site where most things are covered under the contract so there are no charges in the helpdesk system but for certain jobs that are not covered i would like the helpdesk system to automatically apply an hourly rate charge to jobs in a certain category. eg: any job in category 'user administration' (which is covered by contract) would be billing $0/hour any job in category 'unsupported software support' (not covered by contract) would be billing at $100/hour thanks
Can I port Service Desk Plus forms into another website on our intranet?
We have an intranet page for IT and I would like to create a page that has links to some Service Desk Plus forms and tools. Currently we send people to the default URL of the Service Desk Plus server however I would like to direct them to our intranet IT page. Then they can navigate to different forms etc. Is this possible? Thanks Jamie
Survey issue.
Hello, I want to report about an issue in survey process. When requester is getting e-mail with link for a survey, and when he open web-page with form, he is able not to select any of satisfaction levels. In survey results I can see his satisfaction level as "--". When I run survey report, this mark "--" considered as zero. For example: technician gets two marks: "--" and "4". The result mark in the report will be "2" ((0+4)/2). Please inform when you will be able to fix this issue. Thanks.
Evaluation - Error
Hello, I've downloaded enterprise edition 2nd time in past few months. This time around, login is not working. administrator login doesnot work and guest login doesnot work either. Please help. Regards, Asiya
Automating Add Requests
Hi, We have an Excel file that we are using to track report requests. We want to migrate the information from that file into ServiceDesk. Is it possible to get the SQL insert scripts used to add a request to the ServiceDesk database? That would be our easiest solution since we can write code that will loop through the Excel sheet and insert a record for each row, pulling the appropriate ServiceDesk field values from the Excel columns. We are running ServiceDesk on an MySql database. Thanks, Don
SDP - Sheduled report arrived to wrong recepient
Hi, We have defined 7 custom reports, listing all submitted requests for the previous week per site. Each report is scheduled to be emailed to a respective site manager every Monday at 7AM. It happens, that randomly a manager of site A would get the report intended to be sent to the manager of site B. This issue happens randomly, and occurs for all sites with no visible time or logical pattern. We've double checked all the setting and they seem to be correct. Please let me know what can me done to
Automaticly assign requests to specialist group
Hello! So this is my task! i need to assign tasks automaticly to group. For example, all mails with theme "xxx" must be automaticly assigned to specialist group. Is it possible in ServiceDesk Plus? and if its possible? how to do this/ Thank you in advance!
Customising of CSS on Service Desk Plus 7.6
Hi, First off sorry if this has been posted before, I've searched but couldn't come up with much, Is there any way to customize the css of the Service desk to incorporate company colours and preferred fonts, i'm not too fussed with changing layout (although would be handy for the future maybe) but i would like to change the default colours if possible? how much can the style be changed and is it worth it? any help would be very much appreciated, Kind Regards, Aaron
How can i send a Approval request automatically?
Is there a way, that i can send a approval request every time a certain request is opened to a certain technician??
Display Service Catalog to requesters
Hi I seem to have a minor issue where my requesters cannot see the service catalog, how do I turn thhis feature on so requesters can request service from this feature? Regards MW Your Version : 8.0.0 Build 8013 MSSQL
Technician Name Change
One of our technicians has changed their name which we have update in AD. I can't find where this can be edited in SDP since now when they log in they are classed as a user. We don't want to lose the history/tickets from the previous username etc.
See Work Logs from Requester View
Is there an option for Requesters to see Work Logs on a ticket from the self service portal view?
Time changes to GMT when UK on British Summer Time (BST)
Hi, All my times on calls are out by 1 hour. They default to GMT instead of BST. What do I need to do to change this? The server time is correct and has DST set as automatic. When I try and change the created time on a call, it lets me change it in the little calendar but then when I save this time, it goes back to an hour behind. I should've noticed this much sooner, but haven't! We have SDP 7.5.0 build 7502. I notice the latest build is 7502 but got burned last time I updated and the update meant
Is it possible to put Task Templates into groups
I have hundreds of Task Templates for different Requests/Changes and I was wondering if it's possible to group them somehow so they don't need to be selected/added manually each time a new request is raised Let's say User Setup group (only user setup tasks) or Server Setup group (only server setup tasks), etc... Any advice? Max
Request template in the directory of services
I have a request template in the directory of services, in a category "Internet" - "the request for access to the Internet". The technical group isn't selected from a template. Bizness-process is created, that if the category of service of the request coincides about "Internet" that the request gets to group "Software" But unfortunately it doesn't happen. Why?
Requester is only able to see the "Home" page and not their requests
When one of our requesters logs into the Managed Service Engine they are only able to view the "Home" page and cannot see their requests. They are unable to move away from the home screen... is there a way to do this or a setting that allows them to see their requests? The requester is set to a site, a department and is allowed to view all their departments requests Thank you Elaine
Trending???
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Using POP with Exchange Online
My company uses Exchange Online (hosted Exchange from Microsoft Online Services). They support POP, over port 995, but ServiceDesk doesn't seem to like this. Any ideas?
When will the agent be fully compatible with Windows 7?
Our users do not have administrative rights to their workstations and it is getting very annoying to remote into their machines and not be able to see the administrator login prompt when performing various tasks. Windows 7 has been out for over two years now--this is unacceptable. When will an updated agent be available? And when will you support multiple monitors? There are tons of tools out there that are already Windows 7 compatible and support multiple displays. I don't understand how you can
AUTOMATION
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Locking requests in SDP
I see on the forum that there have been some comments regarding the locking of requests, which will stop 2 analysts trying to edit the same request at the same time. I think the first time it was mentioned was back in 2007 and it was suggested that this would be looked in to. As this is a fundamental flaw to what I feel is an otherwise good system, can you advise when this could be given some serious resource. Thanks.
Error starting after upgrading from 8003 to 8013.
Hi, On upgrading from 8003 to 8013 we recieve the following errors when running "sh run.sh &" command. ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [FAILED] AdventNetCC [FAILED] SQLOne Search
How do I remove Acquisition and Expiry Dates
I have leased printers. I added the lease date information into the acqusition and expiry date fields before descovering the lease date fields. It won't allow me to delete the dates, only change them. How do I remove the acquisition and expiry dates? Thanks
Spam filter problem
Hello I defined a mail filter rule like "sender does not contain @xyz.com or @abc.com" to stop creating tickets from undefined domains. Filter works good just for one domain but not two or more domain. Any suggestions? Best Regards,
E-Mail Notification customizations
My techs have asked me to change the email notification alerts so that instead of showing them just the ticket number, they can get a description of the problem right in the subject line of the email. I'm looking around in the admin panel and the notification section, and for the E-mail technician when a request is assigned template...I've got the standard entry: Request Id ##$RequestId## has been assigned to you We want something like Request ID #00001 for "Description blah-blah" has been assigned
Specific Reports
I want to generate reports of past 3 months and just for Category-Celluar and Sub-Category--Blackberry. Please help me!!! Thank You
announcements not working fully since patching to 8012
patched from build 8008 to 8012, now announcement popup windows does not work. I can add announcement fine, i can view them i list, but whenever clicking an announcement to open in popup window , it just shows a blnak page.
Backup to Remote Host
Hi, We are using ServiceDesk Plus and backup goes fine if we run directly from CLI. But when we run backUpData.sh with cron it creates an empty files. We want to move automatically output generated by backUpData.sh to other server. Thanks in advance. Regards, Ricardo Marinho
Report query not working
http://forums.manageengine.com/topic/change-with-it-approval-details#49000005169320 DOES NOT WORK IN MSSQL - uses a MySQL date formatting command. Please fix and repost. Thanks, Dean
User table
I have to create a report that includes the names of all users along with 3 of the custom fields that I have created, labelled "Password Question", "Password Answer" and "Password Hint". Can you please advise how I create that report? Are you able to provide me with the appropriate select statements? I will also need to be able to save the report as XLS and/or csv.
New problem window not closed after save
When a new problem ticket is created and the save button is clicked the screen doesn't change there for the user is unsure if the ticket has been created. Previously when the save button was clicked the window returned to the problem list. This issue has occurred since we upgraded from 7011 to 7504.
rules of SLA
Good afternoon. I ask to help with adjustment SLA in system ServiceDesk. Level 1 - very quickly, time of reaction for the request- 1 hour, performance time - 4 hours. Level 2 - average, reaction time - 1 hour, time of performance of 6 hours. And still a question: How to me to hold SLA if created the requestdoesn't answer about working capacity of service more than declared time? It turns out, the request will be delayed.
Wake on LAN feature on servicedesk plus
Is there a wake on lan feature on servicedesk plus? Thanks
SMS Notification Email using Mobile Number field
We are currently having mobile numbers of few Requesters captured in the database. We have also setup an SMS delivery system where the Email Notification sent to an email gets converted to SMS. In this regard, we would like to ensure that the SMS notification email automatically gets sent to an email id which is formatted out of the Mobile number by adding some suffix to the Mobile number. For ex. if the mobile number entered in the Mobile number field is 9512345678, then the SMS notification EMail
Digital Signature Issue
Whenever an end user with a digital signature sends an email to our helpdesk the description/message body does not get added to the ticket. This has been a long standing issue that needs corrected asap.
Stopping surveys being sent for some requesters
Is there a way to stop surveys being sent to certain requesters? We have some system accounts that create requests by e-mail and it would be good to stop them getting surveys sent to them. Regards, Andy
Automatic emails
It would be nice to have automatic emails sent to alert Technicians about upcoming due dates, and a choice of either daily or weekly emails as a reminder about tickets that are still open or yet to be resolved. And, more frequent emails based on level of priority. Thanks
after update windows help desk not work !
hello , i have server with windows 2008 r2 after update windows the ManageEngine ServiceDesk not working more i try to start service but it stop , i take full back up and try to restore it to another server still the same problem . wrapper log : STATUS | wrapper | 2011/07/01 19:52:49 | Launching a JVM... INFO | jvm 9 | 2011/07/01 19:52:50 | TRYING TO STOP DB WITH COMMAND:::stopDB.bat ../mysql 33366 root INFO | jvm 9 | 2011/07/01 19:52:50 | This copy is licensed to AdventNet INFO |
reporting on timespent outwith operational hours
i wonder if it's possible to report on timespent of technicians outwith operational hours (in our case Monday-Friday 9am-5.30pm)? I've tried but didn't get anywhere.
Image in an Announcement
Hi, Is there a way to insert an image to an Announcement ? The insert image button is not in the Announcement template. Thanks, Jon2011
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