Asset management
We are looking to extend our use of ServiceDesk Plus to manage our non-IT assets, furniture etc. I note that when editing an asset there is an option to add a collection relationship to a business service. I have looked for more information on this option in the documentation but it doesn't appear to be covered. Essentially what we are trying to achieve is to have the asset, for example a desk or chair allocated or related to a business service called furniture and then be able to report on all assets
Technician assignments stopped after upgrade to b 8011
Hi there, We have upgraded SDP from 8009 to 8011 before a while. After that time automatic technician assignments do not work in some part of software like business rules and service request templates. You have to assign technician manually as a second step after a request creation, although a technician selected in templates. This is really a problem for us because we have much technician setups in service request templates, and also in business rules those parse some words in incoming emails to
Weekly KPI over Time
I am trying to develop a ServiceDesk Plus KPI report that shows the number of open service requests per technician over time. Note that this isn't "Number of Requests Opened" but rather "Number of Open Requests on a particular day" The preferance would be a chart or graph that summarizes by week. For example: Open Requests by Week (As of Friday 1700) Technician Week 1 Week 2 Week 3 John 13 32 15 Kathy 12 27 54
Best way to deal with retiring and renaming machines
Whenever we remove a user's machine, we always rename the new one to the old name. We use the user's username as the computer name. So if we have a pc-jdoe using an Dell D810 and we upgrade him to a Dell E5520, the new laptop's name will be the same as the previous name: pc-jdoe. Before we setup the new machine, should we "dispose" of the old one? Set it to "in store"? What's the best method to ensure we don't get problems with our computer inventories? The old computer will no longer be on the network,
how to disable some AD user can't login to server desk ?
Hi all, In my company, the is a specific department that need to deploy a server desk for all this dept users, but other department users need not to login,and all the users are in a AD server, so, how do I specific only that dept user to login and disable other users ?(also we can change the port, but this not a good choice, furthermore, I delete the import user from AD, but this user can also login)
Visibility Of Incident Link To Problem
Am I doing something wrong or is it true that the visibility of an incident being linked to a problem or change is not obvious from the incident. If you open the actions drop down menu or do the same for the problem/change drop down selection you can see that it is simply because there is a detach action. Of course, you can also see from the problem or change itself but if somebody is assigned a ticket and is looking at that ticket to work on it or resolve it, it is not clear that a problem or change
Creating the new Service Catalog
Good Morning (in Brazil) Today I started creating my catalog of services, the more users I created can not view it, it can only view the default system. After disables can not view the guide catalog service. How do I release the new services to all users Please Help me best regards Dupim
Link between Problem and Incident
We would like to request that the search feature between problem and Incident be refined such that a search can be made using a combination of by subject, by group, by date range, by request type, by category, by status, etc. This would allow a user to associate an Incident to a problem by searching for the correct problem rather than scrolling through a list. The same feature should be available to search for an Incident to associate from the Problem screen. This would likely be useful for searching
Is is possible to change Browser title
Currently the browser title says "AdventNet ManageEngine ServiceDesk". Is it possible to customize this title?
SDP: i can't see the "Add new" link next to "choose product" when creating a new asset
Hi, i create a "Asset manager" role. This role should allow a person to manage asset an all associated sites. Do it is given full control on Asset, Contracts and Purchases. He has no access to anything else. Unfortunately while he can create asset he cannot create a new product along the way clicking on the "Add new" link in the asset tab. THe only way to create a new product is by creating a PO, even without completing it, and clicking on the "Add new" product icon next to the relative drop down
Help Urgent
Dear, we need creat a business rule in servicedesk based in "Site" information to assign assets to analists. It's possible include this information type?
SLA Setting
Hi, we have differenet respond times for a service depend on its predecessor services filure. As an example "Cluster SQL OS" service depends on "Cluster SQL hardware" so hardware resolve time will be add to OS resolve time. Is there anyway to set SLA rules?
Service Catalog - SLA
Why the SLA's in the Service Catalog don't include notification and escalation for First response as the others do? I would like that option to be included, as well, in the Catalog's SLAs. Thanks.
where is conversation table??
Hi, I want to know where is SD+ v7.0 save conversation between requester or all conversation in database table? (in conversation tab of the request) I wonder if I can trace the timespent off all ticket-time segment (ie, from ticket created to escalate, from escalate to higher level pick-up the ticket, and finally from higher level pick-up the ticket to closed ticket). Thanks, tamam
resolutions not saving
when i enter a resolution and hit the save button it does not save takes repeated attempts to get it to save. i have the version 8012
Creating Advanced Search "Request - Additional Fields&
Hi there, We have added Additional fields for Client information in our requests. This help us get quick information on our clients for our other systems. However, We are not able to quick search or do an advance search on the fields. Our work around is filling out filters to search the request. Our staff do not like this workaround, re-creating the filter every time slows them down. I don't know how long this would take but, would you be able to create an advanced Search option on the left side
Can't start servidedesk plus server
Hello, I try to install servicedesk plus 8 on a debian server. I got this message : Failed to start the server. Please refer logs for more details I looked into : /opt/ManageEngine/ServiceDesk/server/default/log i got this error [12:28:00:195]|[10-28-2010]|[com.adventnet.deployment.core.BasicServicesDeployer]|[SEVERE]|[10]|: |Incomplete Deployment listing: MBeans waiting for other MBeans: ObjectName: adventnet.deployment:service=DeploymentManager state: FAILED I Depend On: jboss.system:service=MainDeployer
SDP 8.0 on Windows Server 2008 R2
Hello As per your system requirements for SDP 8, Windows Server 2008 R2 is not supported, but Windows Server 2008 is supported. Do you know of any issues encountered when deploying SDP 8 on Windows Server 2008 R2 (64-bit)? If we purchase and deploy SDP 8 on Windows Server 2008 R2, will you support us (bug-fixes, upgrades) as part of maintenance? Regards Gavin
Auto-assign ServiceDesk Requests / Incidents by time in queue.
Auto-assign ServiceDesk Requests / Incidents by time in queue. Hello Everyone, I'm thinking the answer will be NO at this stage. But will put it out there anyway... Is there a way I can auto-assign requests in our queue to specific technicians if the ticket has been sitting in the queue unassigned for say 30mins? Any ideas's, methods or alt process suggested will be greatly appreciated. Thanks, Darcy.
ServiceDesk Email command for Assets
Hi all, Does ServiceDesk email command support adding / updating assets? Would be so handy if it does. If it doesnt will there be any support for this? Regards, Mark
Notifications not working
I installed and started using the free version of Service desk plus on 4/7/2011 and about 3 weeks ago the notifications and mail fetching stopped working. I have not changed any settings except to update the mail server settings email passwords. I have verified that the ports 110 and 25 are both open and working on our exchange server. Also I upgraded to build 8011 hoping to solve this issue but it did not. Does the free version not include this? I am the only IT person in my company. Version
Turn Off Notification to Requester
Hi, I am wondering if its possible to turn-off notifications to requester for certain type of request? I have created a new request template with an extra field called "Enable Notification", and the user can only select 2 values for this field: Yes or No. I wonder if its possible to stop all notifications to requester if the custom "Enable Notification" field is set to "No". I tried to set junk notification criteria but the only criteria I can use is subject, sender, description. Is it possible
Change the IP Address for the servicedesk plus
hello , I need to change the IP address for the Servicedesk plus service is there any special procedure,or I can go ahead , thank you
servicedesk plus 7605 migrate to another host (windows)
Hi, I'm having a problem when I try to migrate servicedeskplus to another host. I've made the backup using backUpData.bat, and I've instaled the same version(7605) on the other host and made the restoreData.bat. The problem is that I cannot open the servicedesk home page. Besides that when I try to upgrade the build product, the database gets corrupt. Anyone with the same problem ? thanks in advance, Miguel
SLA escalations notifications
Hello everyone, Have a problem in the Service Catalog. I've created SLA for a Service Catalog request and set up an escalations. But escalation e-mail is send not accordingly to configuration. I set up to escalate request before 50 minutes of overdue. And SD can send e-mail before 55, 49, 40 minutes... Can staff say anything about this issue? Thanks.
Notification based on Category and Subcategory
I propose to include an option that allows to add Notification IDs in category and subcategory's register. By this way whenever a new request is created based on its category and subcategory, then field E-mail IDs for notification should be automatically filled out on the basis of previously defined parameters in category and subcategory's register.
Draft Saving Refreshes Ticket Page
Situation: I have a ticket open. I start writing a reply to the requester. I go to reference some some more information that is attached to the ticket (for instance, information in the resolution, notes, etc). I realize I haven't entered the (for instance) resolution yet, and begin doing so. The open reply window saves my partial reply as a draft which causes the ticket page to refresh. The page refresh causes me to lose whatever information I've entered into the resolution (or any other field).
Help on edit user
Hello, I've Service Desk Plus 7.0 and I would like to edit a user, but this user as SADmin propertie on him, how can I edit him to take that propertie and to access that user, I'm also SADmin but I'm unable to edit him our the administrator user, also I try it with administrator access to change this user with no sucess. How can I edit ? in SQL ? which table? Best regards.
Cannot start ServiceDesk Plus
Dear Sirs, Please help to check and solve our problem as below: SDP run well after the installation is completed. However when we try to restore the database from a backup file it can not start anymore but stopping at "Application Layer Started...." Please see the below for reference of command line screen when we restore the database: ******************************************************************************** * Restore DB Setup Wizard ********************************************************************************
Updating Technician Information from Active Directory
Hi, It seems that the only records that are updated from AD into the requester_fields table are people who are requesters. Is there a way we can update AD information for Technicians also? Or maybe I am missing where the table that also holds technician information is. As we use SD+ as an internal tool, every user (all Reqesters and Technicians) within the company need business groups, team information and cost centres entered as a technician may still have a technical fault, make a purchase
Wamp server setup using phpmyadmin?
I have been messing around with the trial for a few days and i am wondering if i can setup the database using phpmyadmin through my wamp server. I searched the forums and didn't find anything related so i figure ill post. Thank you for any response.
Report Generation not inlcluded in the Reports
I would like to create a report from the assets for the following details: 1. must generate report for total of computers using a specific software like Microsoft Office 2010. How could this be generated with the following fileds, Computer name, User, Workstation or Laptop, Site and Bios Date. Thank you. Hoping to here from you the soonest...
Technician Role: Allow creation of Incident Templates
Adding this as a feature request as I don't believe it can currently be achieved... It would be good if under Roles, you could assign the ability to create and modify incident templates to technicians with a further option to allow them to create and modify their own templates only or modify all templates. This request comes because I have technicians who require access to create / modify templates but do not require the full Administrator access level. Thanks!
body of email not being received since moving to exchange 2010
using the latest version/build of SDP The body of many of the emails to SDP is missing from our tickets since our mail service has been migrated to exchange 2010. We connect via IMAP and POP is not an option as it is not supported in our organization. I understand this is a known issue and wondering if there is an update as to when this will be addressed as it is making our SDP VERY difficult to use as our users have to be asked to email their requests a second time to personal email accounts of
Using Infopath to Submit API data or pre-filled forms
Hi, We use infopath forms to submit data to various other systems due to forms are prefilled. Has any managed to use Infopath to submit or post data to ServiceDesk API request URL? Alternatively, has anyone managed to get forms prefilled with user data before being submitted? Cheers, Mark
Need to extract the value in Service Desk Plus on Add Notes
I have looked at the incident database scheme and was unable to see where are the values in ADD Notes are captured. Also need a query MSSQL report to view the ADD Notes .We are currently capturing some events value in Add Notes. Hi Guys any Update on this
User Account Control window not visible during remote connection
My client is a Windows 7 machine. I just deployed the SD+ agent to the computer. I tried to run an application with administrator privileges, and I was unable to see the User Account Control prompt. I had to remote into the computer with another remote control tool. Is there a way to fix this? Thanks!
Assets Scanning
Every time i try to scan sun solaris machine. two issues occurs: 1) machine name change to : "-f" (i found that SDP is using command hostname -f) 2)even after that the machine scan failed. I do scanning using local cred and it doesn't matter access method is ssh or telnet I guess from the first command it only means that the SDP has recognized the machine as Solaris. please find the part of serverout log after scanning a mcahine
Servicedesk Plus Enterprise Edition technicians!!
Hi, What about if i want to buy a license for Servicedesk Plus Enterprise Edition 15 technicians?? Is it any possibility to have this license or it has to be like 10 technician? + 5 technicians??? Thank you for your answer Led
Where find the old vercion software for Servicedesk 7611
Where find the old vercion software for Servicedesk 7611
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