Tasks assigned to a Request
I have a request template for employee termination. In the subject line of the request I put the employee's name that is being terminated. How do I get the subject of the ticket into the assigned tasks that are emailed to the assigned owners so they know which employee to perform these tasks on? All that is emailed right now is the description of the task.
Choosing technician off a template does not save the technician after 8.10 upgrade
Hello, After upgrading to 8.10 we noticed that when we choose a technicians name from a template then save the ticket, it does not save the technicians name. The technician has to then go into the saved ticket, drop down the technician field and choose their name again. This was an issue that only appeared after upgrading to 8.10. This does not happen for the administrator account. Any suggestions on where to start with this?
HOW TO: view logged in windows username after asset-scan
I'm testing this tool and came up with a question. So what i'm wondering is the following: At the moment i've added 10 desktops. I have linked testdesktop 1 to user 1, testdesktop2 to user2 and so on. Now how can i retrieve the account on which the user logged onto windows ? And how can i immediatly say after the logon-scan, link the logged in user to the assed that has just been scanned? So if user1 logges in on testdesktop1 in the morning and he logs on on testdesktop 2 in the afternoon, that desktop
SSO via a separate authenticating application?
We have a need to authenticate users via a separate web application then pass the user on to other trusted web applications, one of which is ServiceDesk Plus. In other words, we need SSO where another application is performing authentication, then (for example) passing the trusted token on to ServiceDesk. A federated security solution looks like it might be a good fit for our other applications (for example Windows Identity Foundation services) and I wanted to know if this could be made to work
ServiceDesk Plus 8010 RELEASED !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Following are the list of issues / enhancements addressed in this hotfix ( 8010 ) release. Enhancements in 8010: Home SDF-36468 : Based on globalconfig table entry, PendingApprovals in the Home tab will
Merged ticket still firing group assignment not picked, and SLA response due notifications
A technician merged a ticket into an existing one, but the newer (now merged) ticket is still sending out notifications that it has not been picked up, then that its sla response is violated. While there are a number of ways to handle notifications that would be legitimate, I don't feel this is one of them, as there is no way to access the merged ticket and supply a 'response' event or 'assignment' event to turn these notifications off. Do you have any advice? /kdl
Forward Schedule of Change
while change completion dates show up on the scheduler if one views the assigned technician, it would be helpful to have a view of changes from start date to completion date, all in one view, by team, or by technician assigned. Changes would be represented by a bar extending from start to end date. If multiple changes were assigned to a technician this would be apparent from viewing the by technician view. If one adds change resourcing with a percentage utilization system field to change mgt one
View Request by Last updated time-stamp
Are there plans to add the option to view request in the order of the last time updated(last note, e-mail sent/relay...etc) It would be helpful for myself and others to be able to sort the request for all my techs by the time tickets had any last update. I've seen other request for this feature (http://forums.manageengine.com/#topic/49000002673411) and it was one of the reasons we went with Service Desk Pro as our helpdesk solution. Is this still on the radar(soon) or has it been scratched? Thank
Busines rules: Routing mail ticket to SITE
Hi, i have set up various mail address aliases for different sites. Something like "support.site1@domain.com" or "site.site2@domain.com". All aliases point to the same mailbox which is the one SDP fetch from. That is working fine. Now i'd like to route those mail ticket to the right site tecnicians, but i don't know how to do it. In the business rules the only way i can intercept these mails is in the "Default Settings" site. Unfortunately as i interecept them I don't have a "Assign to Site" action
Triggering a custom script upon an event
Hi, Our implementation team has an initial thought of extending SD Plus by means of a custom script that will be triggered upon an event in SD Plus. (Creation of a ticket request etc) The custom script (construct a SOAP/XML-RPC/REST request) should be able to retrieve information from a created/updated request in ServiceDesk Plus and send it to an external system Will it be possible to achieve this? Thank you so much.
Responded time
Hi, I was wondering if this is something that can be reviewed and looked at in a later release or if anyone has any further comment. We need to report on Response Time SLA's - a ticket will be logged by a user either via phone, email or web. Our response SLA is based on when a technician actually responds to the request to start work. I have noted that the system only populates the Responded to field when an email is sent from the request - that is from within the request the tech replys to an email
One site, multiple time zones, how to handle SLAs?
Hello. We are new to SDP and have not yet rolled it out to our users yet. We are a smaller company, with requesters spread throughout the USA, hence different time zones. All of our Technicians are in the eastern time zone, except for 1. He is in the pacific time zone. We cannot use sites because all of our users need to be able to view all requests. Therefore we have 1 region, USA, and 1 site, Everyone. How is the best way to handle our Service Level Agreements? Because if my California Technician
Compare products
How do users compare other Help Desk products (like SpiceWorks or Enterprise Wizard) to ServiceDesk Plus? I am demoing SeviceDesk Plus and I like the features but - SpiceWorks is free.
Purchasing Module Notification Rule - Addition
We are using the Purchasing module for all orders in our IT department. We would like to see the ability to add an automatic notification rule when an order/item is either received or partially received. This way our purchasing department could automatically be made aware of the receipt of an ordered item. Thanks!
Delete all Requests (more than 30000) from DB
Hi, The UI option is not workable as the number is high. What are the steps to delete all Requests. These requests were generated during testing of integration of external applications via the API. Thanks sV
link description to dropdown
So i've got a question: Lets say i have the category : hardware hardware has its subcategories: printers,servers,screens,desktops,laptops and so on. Now lets say i select Hardware with subcat: desktop i want to to have following text in the description box: serial-number: pc-name: brand: if i select an other subcategory i want it to automatically adjust the text in the description. Now is there an other functionality that does the same? Or can i create a plug-in to do this?
Problem with Reply to a Request
We are running SDP 8.0.0 Build 8010 on a Windows Server 2003 with SQL 2005 DB. Since a few Days, some of our Customers ( 5 at the Moment) cannot reply to their own Requests. AD Integration, SSO and logon to the SDP works fine, but if they press the Reply Button in a Request, the new Reply Window is coming up, but nothing happens, the Window is "blank" and flickering. Any Suggestions ?? Thanks in Advance René
HOWTO: Remote Access
Hello Guys, I'm kinda wondering. I am exploring Remote Control. However, i installed an agent a workstation, but nowhere on the detail of the workstation, i'm able to actually take over the machine. So i follow the path: Inventory, Workstations, i open the workstation detail, and i presume some button must be present there to remote control the machine... I cannot see anywhere anny link to take over the machine... I am the SDAdmin of ServiceDesk. Any suggestions on how and where i should see this
Asset Assignment
I'm checking out ServiceDesk Plus to replace my current ticket system. I'm wondering if it is supposed to automatically assign the asset to the requests? It seems like it would be easy enough to cross reference the AD username with the Last Logged In User Thanks in advance. Kyle
Service Catalog Item
Is it possible to create a Service Catalog item that does not have the Subject or Description fields in it. I can't see a way to remove them from the workspace but want to be sure. This would be useful for services where the end-user just has to fill out a simple form (such as User Management -> New Hire or Software -> Software Installation Request). Thanks!
Hi there, I have issues with my ServiceDesk localhost..... It cant display its page.
Hi there, I have issues with my ServiceDesk localhost..... It cant display its page. from a link on my Intranet or directly from the host Server. Please help!!
ServiceDesk Manual
Is there ebook manuals for administrative purposes for ServiceDesk Plus? If anyone has it please assist.
Exchange 2010 SDP 8
Good day, We've switched to exchange 2010 as our mail server and from this moment we are experiencing very slow perfomance in the situation where SDP sending email, on all other everything is ok. Can you suggest me where the problem can lie?
hide requester name column from all requests' accounts
Hi all , Excuse me , is there a way to hide requester name column from all requests' accounts that apply from admin screen I know how to hide this column but i have above 500 requester , it's not logical to edit all these 500 !! Any idea to do something from admin side and apply to all ?
Creation of Techncians and non-login technciians
Can we have a list under technicians tab in such a way that it should show us technicians and non-login technicians seperately. Due mixture of both of them it is difficult to view who are technicians and who are non-login technicians. I have came to know that multi-level aprrover is in future release, so that multi-level should be in such a way that higher level approvers should come to know who were the previous approvers with there comments.
MySQL Query reports
Hi, we test demo and want to receive reports: 1. Time of reaction 1th line a) Assigned time - Created time SELECT YEAR(T.Date) "Year", MONTH(T.Date) "Month", MAX(T.Time) "Max", MIN(T.Time) "Min", AVG(T.Time) "Avg" FROM (SELECT FROM_UNIXTIME(wo.CREATEDTIME/1000) "Date", (wos.ASSIGNEDTIME - wo.CREATEDTIME)/1000 "Time" FROM WorkOrder as wo inner join WorkOrderStates wos on wo.workorderid = wos.workorderid T group by 1,2 But the report not correctly. b) Completed time - Resolved time, but Resolved time
Change Workflow in Roadmap
Hello, I am really looking forward to your work on the Change WorkFlow in your Post 8.0 Release roadmap. I am curious about your plans for that though. Will you be providing the ability to customize our workflow and to have multiple workflows? Let's say that we have two different planned workflows: a software development workflow and a IT infrastructure workflow. In the software development workflow we would have stages such as Planning, Change Management Reviewed, Development, system Test, User
Linking of requests
I love the new feature of linking requests, but think it could be slightly better. While in a ticket you can of course link tickets to the ticket thus making it the master ticket. But linking tickets to the 'master' ticket isn't as easy. My idea is this.... perhaps have a menu item to 'link ticket to master' and this will bring up all master tickets that have tickets linked to it so it is a quick step to link tickets. Another idea to build upon this would be perhaps to have the option to either
API to list all requests
Are there any APIs to list all requests? If yes, where can I find the details? Many thanks.
PO Status Changes
Good Afternoon, I had a question about issues with some quirks I was noticing in the Purchase Order section. It seems that if that I change anything inside an approved PO (whether it's just a note saying it's been purchased, or whatever), it changes the status of the PO to "Pending Approval." Is this the case? It would be nice if we could make it so that when only things that are "required fields" get changed, it needs to get re-approved. I think that would encompass most important things (PO
daily statistics ( KPI ) - cron job?
Hello For performance statistic purposes (KPI), I would like to run some SQL statements in one (or more) queries in order to build me a table with history data like backlog per end of the day number of incidents created on one day number of service requests on one day ...History data with number of <request type> per day is easy; I can get this history directly via SD+ reports. What about my backlog statistic? How could I generate a history statistic on the backlog per day? Should I do a daily SQL
Technican Notification Mails
Dear all, we have in use ServiceDesk Plus Version 8 Build 8010. We have one major problem. We´re two technicans and get no notifications about new requests or else. In the configuration i see the following that the the technicans are not in "" (see screenshot) Please help. For more informations please contact me. Greetings Boris Bäckler
Re-mapping fields in Active Directory Import to SD+?
Is there a way to change the AD Field Mapping "Office" field to SD+ "Sites" to the "Company" field in AD?
UI Skinable or brandable
Is the UI Skinable or brandable?
AD Domains and Login **URGENT**
I just run the upgrade from 8.0.09 to 8.0.10 and now there is no domain option in the login. I do not know what (if anything) the admin password would be as I inherited this system only recently. No one can log in. We are running Domain Sync but not Domain passthrough. Brett Bridger
Reply or Forward a Ticket by SDP mail command
Hi, How can I Reply or Forward a Ticket using SDP mail command? Thanks
Version of Tomcat bundled in SD+ 8?
All, I need to provide information regarding the web server used by SD+ version 8. We have SD+ installed on a VM running Win Server 2K8r2. I understand SD+ is bundled with Tomcat. How can I check the version? Thanks in advance! Thierry
UK partner?
I've used Servicedesk in a previous role and I'm hoping for approval to implement in my new company. I'm pretty sure that we dealt with a UK based company previously but I can't seem to find anyone on your website - do you no longer have a partner here? Thanks
Total record number when viewing report differs after exporting report
Running SDP build 8008 I run a report on our survey and get total records 74 However when I choose to export to excel and open the excel file it now says total records 134
Bogus Domains in Login
Ever since we've re-established our link to AD (AD Authentication is on, Pass-through is off), the login screen has two additional domains listed that we do not use. in addition, there is no "local" option for those requestors without a domain to use. Is there soemthing that can be done? Thanks in Advance Brett Bridger
Next Page