Auto Close take into account business days set
I'd like the auto close feature (when placed in a resolved state will close after a certain number of days) to take into account the business days / hours set forth in the configuration. If I place a ticket as resolved on a Thursday and set the automated close to 2 days the ticket closes on a Saturday when we're not open. It would be nice for it to close, in this example, on Monday. [EDIT] And to close, in this example, after 2 days the request is set to 'Resolved' not 2 days after the "Due by Date".
Email
Hello Is it possible to send mails to 3rd parties, ie hardware or software support teams? If no is there a way around it? We would ideally like request be submitted, then an option where the mail can be sent over to a hardware\support maintenance company. Thank You
Can't send notify mail to anyone !
Hi guys, Now I'm deploying a service desk for a department, all is ok but the fatal problem is that it's can not send notification mails to others, I check the "Mail Server Settings", for the "Incoming/outgoing" setting , my "Server name" is our company's mail server, user name and password is my own mail account(mean this is my own daily works mail account, this is just for testing), POP/110 for incoming, SMTP/25 for outgoing, but it not works. i checked log(serverout0.txt), it showed as : log:
add sorting to report (query)
Hi, I'd like to sort this query (report) ascending by created time. Can you help me? SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",wo.CREATEDTIME "Created Time",ti.FIRST_NAME "Technician",pd.PRIORITYNAME "Priority",lvd.LEVELNAME "Level",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",wo.TITLE "Subject",wotodesc.FULLDESCRIPTION "Description" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderToDescription
Escalation
Hi, I need to escalate service requests based on service itself AND based on SLA. What I mean is (eg.): “Access request” for application is inserted on SDP (SLA High); Service Desk doesn’t resolve this issue; 15 minutes before SLA be broken the 2º line group responsible for this application receives the request; If 15 after SLA be broken and if the 2º line group doesn’t resolve the issue a 3º line group receive the request; 30 minutes After SLA be broken sub-director of this area receive the request;
wrong link for approval, after changing the service desk website
Hi, Our company has chaged the website of the SDP. Now when you send a request for approval, the link visible for the approver is starting with the old SDP address, is there any way to amend it to the current address? Mario
Hyperlink in Survey mail
Hello!! I would suggest that the email sent to the survey had a hyperlink in $surveylink. It is very difficult to get users to answer the research, even if they have to copy and paste link in browser. Thanks
SDP 8.0 : Search/Group by Custom Field
Hello I've added several custom fields (e.g. Room, cabinet, etc.) for my assets by importing such details from a CSV and I see that my assets are tagged with those custom fields (under "Additional Info"). However, I've observed that I cannot do the following: (1) Search for assets by Custom Field (2) Create dynamic groups of assets based on Custom Fields Are the above not possible? If not, can these features be provided? Regards Gavin
SDP scan of Brocade Switches and ESXi hosts
Hello I'm having problems in scanning Brocade Switches and ESXi servers using SDP 8. SNMP agents are enabled correctly and I can successfully query the SNMP agents on the switches and ESXi servers using an SNMP Tester tool on the SDP server. However, a scan using SDP fails. Does SDP have issues with scanning Broacade switches and ESXi servers? Regards Gavin NOTE: I can scan an ESX host, but not an ESXi host. ESXi hosts don't have an OS (service console), but do have SNMP agents.
Not able to recieve requests through email
Hi, We have had ManageEngine for a couple of months and it has been working fine. For a some staff we have to use Email requests because they cannot access the Helpdesk. This has been working with no problem but the last few days, we ahve not been able to recieve any requests through Email. I have reset the password for the account used to pick up email, reset the ManageEngine server, stopped and started fetching etc. but nothing is coming through. I have checked the account and the emails
column chooser
Hello. How can run column chooser in request window ? After choos only one colunm "create time" button column chooser in invisible.
custom fields in service desk
how can i find the table for custom fields added to incident templates in service desk. need to populate a large amount of data in the custom field i added to the incident request template. and also can i link two custom fields with a primary key in the mysql database?? thanks.
Common incident box in end user page
Can someone tell me what is the criteria for the common incident to show some data. Thid common incident is a box that shows up when a requester logs in
Access is denied errors
I keep getting access denied errors when attemting to perform SDP commands. UAC has been turned off. I am logged in as an admin. backUpData results in the following error: C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8 Database started java.io.FileNotFoundException: SDPbackup.log (Access is denied) at java.io.FileOutputStream.open(Native Method) at java.io.FileOutputStream.<init>(Unknown
Service catalog: edit answers of questions in ressources
Hello my instance: SDP 8.0 build 8012 & MySQL Currently, I am testing the service catalog feature in SD+ I set up a service in the service catalog, added a resource with a 'check-box'-questions an added its options. I would like to edit an option, as I remarked that I made a typing error. (cf. screen-shot: Micosoft instead of Microsoft) Unfortunately, this is not possible. I have to delete the option an redefine it. The disadvantage of this action is that the order of my options is not correct any
Catalog Item - Description - Rich Text editor
Hello, I need to create a table in the catalog description (like that) row 1, cell 1 row 1, cell 2 row 2, cell 1 row 2, cell 2 row 3, cell 1 row 3, cell 2 Unfortunately, when I create it by copying/pasting from in exemple Word, the format change and breaklines appears. If I created in HTML source mode, the table is not well formed and when I try to change the design after saving the template, the description field is gone away ^^. What is the best way to insert table in rich text field? There is
Service Catalog SLA feature request
Hello. I'm trying to implement Service Catalog now. Need some assistance with SLA. When I used old requests with site-based SLAs, I could manage to inform our technicians about requests going to overdue with SLA escalation. In Service Catalog SLAs, unfortunately I cannot create site-based SLAs. And I have two options to inform technicians about requests going to overdue: Create ~500 request templates in Service Catalog, and on each template set up SLA corresponding to site. [my feature request]
Option to send notification off but system still sends
Hi we have disabled the option to send notifications to requesters when a ticket is closed. However the system still sends a notification anyway. This is very disruptive, for example we try to close a ticket, the system sends a notification to the user, but this user's inbox is full so we get a message from the System admin saying that the user's inbox is full. As a result the ticket is reopened. This happens anytime we try to close these types of ticket. And we would like requesters to have the
Service Category not showing in Column view
Hi , I have setup some service categories in the Service Catalog. Some of our techs are not seeing the "Service Category" column show up when trying to customize their column view on the Requests tab. I can see it, but they can't. It doesn't show in their column select list at all... Thanks,
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
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