Notification based on category and subcategory.
I suggest that in the registration category and subcategory can add some contacts to receive notifications all concerning requests for a particular category or subcategory. Example: The manager of the financial district should receive notices of all claims of the class Test. Second situation: The supervisor of a department should receive notifications all of requests for a particular subcategory Tip:
Service Desk Plus - Adding Categorys
Hi I am currently evaluatiing this great software and settings some things up. In the helpdesk section I am setting up some categories, and is there any chance that the levels can be expanded to for examble 5 levels ? I have some "headcategories" and then need to have the option of select at least 4 "undercategories". I need this to pinpoint the excact product this ticket is about. And the users are forced to select the right choises. Thx in advance Jobak
How can ServiceDesk be intigrated with sharepoint ?
We are already using sharepoint & would like to intigrate all application onto shrepoint , is it possible to intigrate service Desk ?
Email Command: Operation EditRequest
Was wondering if it is possible to update a request using the above email command - but rather than updating properties in the request, to update the content of the request (e.g. add the content of the email as a new note on the request perhaps). For example: Subject: Server Down @SDP@ Body: @@REQUESTID=1@@ @@OPERATION=EditRequest@@ @@TECHNICIAN=Administrator@@ Server is being restarted <======== This would be added to a note within the request So, everything that is note within a parameter
Persian Calendar
Hi, I defined operational hours and working days (in Iran Firday is off). The calendar works fine in "change module" but it doesnt work in request form or request summary (Global view feature). The graph is started from Monday instead of Saturday. I appreciate your help.
Set time to 0:00 by default on date/time field
I've added a date/time field for Requesters and set it as a date/time field. Is there a way to get the time to default to 0:00? I don't need to include hours/minutes in the dates I'm entering and it's cumbersome to have to manually set the hours and minutes to 0 for every date I enter. Thanks!
Default Purchase Orde logo
Hello, i have a question about how i can change the default logo when i try create new purchase order, currently the default logo to service desk, i want replace it to my company logo and info thanks Ayman
High Memory Utilzation and many instances of Java.exe process
I'm using ServiceDesk 7.5 (build 7504), and I have some problems with two process (java.exe and cmd.exe). This Process are running por more of 30 times with a bit of memory for each. These processes consume all my RAM. There is one picture: How I can solve this issue? Regards, Pablo.
Disable hours/currency in Work Log
Is it possible to disable some features of the work log so that "Time taken to resolve", "Technician's cost per hour" and "incident cost" to not appear in the Work log dialogue box?
Service Desk Plus - Catalog - create an array in the Discussion Field
Hello, I must create a new service in the catalog with a array in the Description field. Is it possible to do such things? Jean
Scheduled Report
As I can delete a scheduled report of a technician who is no longer with us? I await your help
Sub Category in New Request Drop Down
Hi, Is it possible to create a sub category of a New Request in the drop down menu/box? For Example in Request Drop down: ... Marketing Operations - Account Locked (Sub Cat of Operations) - Password Reset (Sub Cat of Operations) - User Query (Sub Cat of Operations) Projects App Support Kind Regards, Andy
Plain Text and missing buttons
Hi everyone, What happened to the option to change requests into plain text? When editing a request there used to be a button to click to change it over on the far right of the toolbar. Maybe I'm missing something but I've looked everywhere and can't find it. Here's a screen shot. Also I noticed an oversight. When editing a resolution using the resolution TAB the options to spell check and add a picture are there. However, when you click to Edit the actual request, and expand the resolution SECTION,
Restrict permission- Making Calls on Hold not allowed for Engineers/ Technicians
I want that the Calls, if to be made on hold, should be made only by the HelpDesk and not the technicians. The technicians should only be allowed to close the call and not make it on hold. If there is any issue which requires that the call may be put on hold, the technicians should ask the helpdesk to make it so.
how to change the "new incident" to "new request" ?
hi all, I 'm a newer for service desk, now for our company's specific requirement, we need to change the "incident" to "request"(cause incident is a "serious" word, for our area relate, this word is not suit) when someone generate a ticket, I check the admin profit file, but can't find where to change this, could and one help me to change that ? thanks.
Purchase order approval
Hello all, Just a quick question about the purchase order approval, I know that we can add some approvers in the list but it is possible to add in the workflow 2 approvers ? Because in our organisation, we could valoidate two time times before the acceptation. Thanks in advance for your help
Purchase Order No.
Hi, i'm wondering if there would be a possibility to change the default Order Numbering in that way that it would look like that. Site(from Shipping Address)/current year/current month/number count So that one order no. would look like this: JAFZA/2011/06/00001 JAFZA/2011/06/00002 with kind regards Matthias
Cant print any report with service desk plus 8.0.0
Example: Is the report by catergories with 5 incidents captured In the report shows no information Thanks to everyone. Add Image
Technician Auto Assign - Exclusion List revamp
Currently the way the exclusion list works is very cumbersome. (at least in our environment) We have 67 technicians, but only 7 in round robin. These 7 are frequently on and off request coverage, making technician auto assign a very manual task for supervision. We also need to compensate for lunch hours etc. , forcing us to somewhat babysit Round Robin. Excluding 60 technicians seems backwards. I would rather just add 7. Being able to create Round Robin groups to quickly add a fixed team to the
New Admin - Question about the Service Catalog and user views.
Evening all - I'm new to Manage Engine and fortunate enough to have admin responsibilities over our system. I'm working to implement Service Catalog and have had fun over the last few days working to populate some simple services and customize the forms related to them. My issue: My standard user accounts can't see the service catalog. As an admin, I'm able to see all the catalog goodness. (home shows the catalog as an option, and I have the catalog lozenge control). As a user I see no controls
Hotfix 8012 released !!
Please refer to the below announcement link for the latest hotfix release..8012.. Thanks for your patience in waiting for this hotfix release. https://forums.manageengine.com/topic/hotfix-8012-released Refer to the release notes / readme for this hotfix. http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 Regards, Srikrishnan
Rename Check List on Planning tab within Changes
I would like to rename the Check List field on the Planning Tab within the Changes system. I have hunted around the system and cannot find the area within Admin for where to change this. Our plan is to call it Testing so the change requestor can put the testing steps in there that they have completed prior to it being approved by either the CAB or the Change Manager.
Integrating Service Desk Plus and MS CRM help...
Hi, Hoping some one could help us. We are considering your Service Desk Plus Product to link up with our MS CRM. Our company uses MS CRM to manage all client information such as, - Opportunities - Quotations - Sales orders - Service orders - SLA We would like to know if Service Desk Plus can be integrated with it? Is it possible for you to customize the main screen to include the above information for us? and also make a link up between all our CRM information and Service Desk information for
two different computers acting as one....?
I have two sets of three computers each which seem to have some sort of odd relationship within SDP. I'm not sure exactly how to explain it but I'll give an example. Step 1) Scan Computer USERNAME-XP-01 successfully and see accurate computer and information in SDP. Step 2) Edit USERNAME-XP-01 to provide Barcode, Site, User, Department. Step 3) Scan Computer USERNAME-XP-02 successfully however it retains customization information provided in step 2 and now USERNAME-XP-01 is no longer listed as an
Problems and Changes...
How do all of your use Problems and Changes? We're trying to make the most out of SD+, but we seem to make everything an "Incident" or "Service Request." For example--if we need to change a user's security permissions, would that be a change or a service request? How do you use these features? Thanks!
Upgrading from version 7.0 build 7001
Hi, If I update my ServiceDesk to version 8 all my requests and data will be imported or I'll have to do it manually? Like uninstalling one and installing the other.
Software Report
Hi, Kindly provide us the query to get the server details based on the softwares installed. We need an overoll report of the servers installed with a particular software in a tabular form. Kindly provide us the query ASAP. Thanks Silsha
Storing documentation?
Is there a way to store documentation in SDP? We'd like to start creating network documentation/how to's for our various resources. I thought about putting them under solutions, but that doesn't really seem like the best place to put it. Is there a documentation module (or maybe other software you sell) that I have overlooked? Thanks!
Custom report of requesters plus custom field
I have this query: SELECT aau.FIRST_NAME "Requester", LONGTODATE(reqf.UDF_DATE1) "Mobile Phone Upgrade Date" FROM AaaUser aau LEFT JOIN Requester_Fields reqf ON aau.USER_ID=reqf.USERID WHERE ((reqf.UDF_DATE1 < 1307592000000) AND (((reqf.UDF_DATE1 != 0) AND (reqf.UDF_DATE1 IS NOT NULL)) AND (reqf.UDF_DATE1 != -1))) It works, but I would like to set the WHERE reqf.UDF_DATE1 < 1307592000000 to the current date so I don't have to manually specify a date. I'm using MySQL as the database. I'm essentially
Get report to display zero count categories
Am trying to generate some stats using servicedesk. Basically am generating a report for all recieved requests, split in to categories going back through last year. Am able to generate an Advanced Matrix report that displays a count of all the recieved requests. However if a particular category has not been used for that particular week it is missed off of the report. This is leading to a real nightmare of drag and drop to get teh tables aligned. Is there a way to force the report to display
Possible to generate a report query?
We are running 7.6 build 7610 on MSSQL. (Upgrading shortly to 8.0 build 8011) I'd like to be able to generate a report / set of reports with the following information for Request tickets: - Request ID - Priority - Group - Technician - Request Status - Created Time Where: - Request status is not Closed or Resolved Specific views I'd like. - Additional columns: counts of tickets between 0 to <= 30 days, > 30 to <= 60 days, > 60 to <= 90 days, > 90 days grouped in rows by Group. - Additional columns:
Time Spent Reports
I previously requested this in an email--here we go again... We need to see time spent reports that are more comprehensive e.g., REPORT BY TECHNICIAN - Report needs to show TOTAL time spent on requests (request work logs and associated tasks). We need to see both columns in the report. The report should list out all of the requests that the technician has time posted to (in either the request work log or the associated tasks). REPORT BY REQUEST - Report should list out each report with Technicians
Report on Permissions associated for Roles
DB : Mysql / MSSql Build : 8011 Sample Report Query : SELECT AAAROLE.NAME 'Role', ar.NAME 'Permission' FROM AAAIMPLIEDROLE LEFT JOIN AAAROLE ON AAAROLE.ROLE_ID=AAAIMPLIEDROLE.ROLE_ID LEFT JOIN AAAROLE ar ON ar.ROLE_ID=AAAIMPLIEDROLE.IMPLIEDROLE_ID WHERE AAAROLE.ROLE_ID IN (SELECT ROLE_ID FROM AAAROLE WHERE SERVICE_ID=5);
Request Subject Line in Task
Hi there, Is there a way to embed the Request Subject Line into a task assigned under that request? Thanks,
How and when calculated field "Time Spent" in the request
Hi. Could you please advise how and when calculated field "Time Spent" in the request. For some our requests this field is filled with some strange time, for others this field is 0h00m. I've tried to repeat but don't get the algorithm for the Time Spent calculation. Thank you in advance. Regards, Andrey
Rearrange resources on service request?
I have created several resources for a service catalog request. I'd like to rearrange them--how can I do this? Thanks!
Schedule report
Dears, I send request to your support mail alias and i create case 6477657. as i wasn't able to generate any report from the system. the support engineer advised me to remove any custom images and report will work. that work perfectly. but when i try to generate schedule report with HTML format i got an error. it work well with PDF format. Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Error reading PNG metadata at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
Project Management
Is ManagemeEngine still planning on adding a Project Management module to ServiceDesk Plus.
Service Catalog - Select Approver
Afternoon All, I am desigining a new service catalog request for our self portal users and I noticed it has a few limitations (unless I am blind) that would be very handy to have. 1. It would be nice to able to create a custome field that can allow me to select a users name from a list (i.e requestor list contets) 2. If I was to check the require approval option from the work flow tab, I would like the to able link requested appover back to the option1 field. Because we have many companies
Business Branch, Team and Unit
Anyone able to show me which tables the following fields are located on. Business Branch, Business Team Business Unit Its info that is pulled from Active Directory and should be aligned to a user. Ive searched but they seem to be aluding me!
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