Closed notification based on Groups
This is our issue - we hava 3 goups already created on the services desk plus - each groups has diferent technicians, when user request support they selected the approapite group and the technician within that group received the request. the problem come when the tickect is closed the technician within the group do not received the notification because the notification of closed is based on thechinican and not on groups. Please add this funtionality on the new release..
Wrong request ID being assigned
Hello. I have upgraded to version 8006 of servicedesk plus and beginning today i have experienced the following problem. Most of the requests are being assigned a wrong ID, therefor they are not appearing in the requests list, because the requests with that ID have already been solved. Would appreciate any lights on the mather. Thanks.
IMAP not connecting with ServiceDesk Plus
Hi Support, We did a direct Telnet from the ServiceDesk Plus server to the IMAP Server. It connects and logs in to the system, but somehow when we save the setting in Mail Server settings page, it doesn't save it. Please see the output from IMAP here * OK Microsoft Exchange Server 2003 IMAP4rev1 server version 6.5.7638.1 (KNB-MAI L-01A.khazanah.com.my) ready. a1 capai a1 BAD Protocol Error: "Unidentifiable command specified". a1 capability * CAPABILITY IMAP4 IMAP4rev1 IDLE LOGIN-REFERRALS MAILBOX-REFERRALS
Auto-detected domain names, more of a hinderence then a help
SDP has attempted to auto-detect domain names for a while now and I have to say that 99.9999% of the time it gets it wrong. One should just manually enter their domain information under domains and leave it at that. I don't want our DNS sub-domains listed. I don't want the domains snooped off the network listed, which are almost always from visitor laptops. Just use the domains I provided and stick with those. It would be a lot simplier for the SDP software as well if it didn't attempt
POP3 Mail Fetching option to leave messages in the Exchange mailbox
This is my third SDP implementation. During my two previous implementations, I had a full-time Service Desk analyst monitoring the SDP Exchange mailbox and manually adding requests. This time I would like to enable incoming mail fetching , either by POP3 or IMAP, but I would like to original emails to remain in the Excange mailbox, which is an aoption on almost all POP3/IMAP clients. Is there a hidden option, enabled by TSQL command, that allows me to achieve this?
Problem assigning technician when editing request details
We are on version 8006, and when we go in to edit the request details, the technician drop down is blank, but when we use the assign button at the top, they are present. This adds an extra step when we are filling out ticket information when handing out requests.
Upgrading to the latest version
Hello, We are currently on build 7608. If I wanted to upgrade to the latest version, using the information here http://www.manageengine.com/products/service-desk/service-packs.html, it looks to me like I need to upgrade to 7611, then from there to 8000 and then from there to 8006. Is that right? Or is there a more direct way that I'm missing? Thanks, Robyn.
Distorted Graphics (reports and dashboard)
Hi Team. The images in the reports and dashboard is lost this happens when using monitor 42 "wide and when the browser view y cuando se amplia la vista del internet explorer. the graphics will distort
Adding Resource Tag in the Columns of asset (Printers,Workstation, etc)
Hi, Team. It'd be very helpful to be able to add "Resource Tag" as a column on the WorkstationListView page and be able to sort by it. Please add this as a feature. We previously requested it and the version 8.6 and still no response. Thanks
Interested party field and attaching invoice PDFs
Two features... 1. An "interested party" field for POs - the approver, the technician, the signing authority and the person in the Finance department who actually pays the bill are all separate people. It would be nice if they could get notifications. 2. The ability to attach documents to Invoice entries. We get a lot of invoices in PDF, and it would be nice to be able to attach them to the PO.
Asset Management - Retrieving Network Device Information via SNMP string
I'm using network scan for the network devices (router, switch..etc), but all I can get is the interface information. I can't even retrieve the router hostname, serial number and IOS version. Is there any special configuration needed to achieve this? Thanks.
SD Password Reset
We do not use AD Integration for our User Accounts - this is due to a large number of users not being a member of our Domain. With this in mind, we do have a lot of users requesting password resets to access the ServiceDesk portal. Many applications/portals would usually have the option of resetting a password when logging in. So far I have not been able to find such an option within ServiceDesk. Would it be possible to include a 'Forgot Password' option at the login screen? This would then free
Regarding Notification to Managers
Hi, If the escalation level reaches Level 3 then can we send a notification mail to users which are not the technicians. Below is the scenario what i am trying to explain: If suppose the server goes down and the requester raises the ticket, then it should be resolved within 30 mins and if not then it should escalate to Level 2 and then it should be resolved within 30 mins and if still not done then it should be escalated to Level 3 and send a notification mail to all the Sr.managers and Vice-Presidents.
Some features/Issues to Highlight on ServiceDesk Plus
Hi Team Just would like to highlight a few issues and feature in our deployment. Change priority matrix - Already you gave the Feature ID Mandatory field when creating a change ticket (product limitation) Rearrange location field in change form for impact, urgency, priority etc - Change Form kind of option Changing the name of default field will impact all module or affected module? Eg.if there is a default field like Impact and we want to change it to KNB Impact, will it affect all the modules,
Who can raise a Purchase Order
Hi All, Who can raise a Purchase Order? i.e can an normal requester be allocated access to raise a PO similar to where a requester can be allocated access to be a purchase order approver? Thanks Brett
i would like to remove the advent logo
i would like to remove the advent logo and all html links to there website from the home page and have a completely blank page with just my logo and the login info. Is there away to remove the excess images? i would like to have this solution be customized to the company and not to advent. any suggesitons
Migrating SQL 2008 x86 DB to SQL 2008 x64 DB
I currently am running Service Desk 7 Build 7608 and planning of at least upgrading to Build 4611 (might be going to version 8, don't know yet). Server is running on a WinXp virtual machine (VmWare). We are currently using a SQL 2008 Server x86 DB We need to migrate it to SQL 2008 Server x64 DB (due to different technological choices) Will our database still be usable after a migration on SQL 2008 x64? Thank you for your support!
Restrict approval view to open tickets
We recently migrated to SDP 8, and there are MANY approval requests in the home view for requests and changes that are closed. I suggest that this view should only show outstanding approvals for OPEN requests and changes.
does ServiceDesk Plus 7.5 support to windows 7 pro ? Because i am unable to scan windows 7 computers remotly in it. Please help me
does ServiceDesk Plus 7.5 support to windows 7 pro ? Because i am unable to scan windows 7 computers remotly in it. Please help me
Changes - Custom Notification Templates
The notification function of the Change service within SDPlus, in my mind, requires some additional enhancement. One request in particular, is the addition of a "Custom Notification" feature. Change notifications need to be customizable, as many organization have their own workflows. The current Notification Rules section is fine the way it is; however, adding a new section in the "Problem / Change management" section that provides the below functionality is desireable. 1. Allow the add/edit/deletion
SD+ 7.6 tasks
Hi, I just installed SD+ 7.6 because I was awaiting the new enhancement namely specifying the dependant tasks for a given task (task with subtasks). Could somebody please explain how to do this, because I can't figure it out? Thanks, Waldo
Hotfix 8006 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 Following are the list of issues / enhancements addressed in this hotfix ( 8006 ) release. Issues fixed in 8006 (Released on: 22nd December, 2010) SD-35077: Unable to associate a service request to a change from change details page. SD-35237: Performance issues addressed in "Request list view page", "My Schedule page" and "Technician Availability
I can not create change
ServiceDesk Plus 8.0.0 Build 8006 When creating a new change and after clicking on the "Save" button, nothing happens. Also, I can not select a subcategory and position. Help me, please. My e-mail: ousenko@gmail.com
need to know how to import mysql data to MS SQL 2005
need to know how to import mysql data to MS SQL 2005
API usage in ServiceDesk Plus
Hi Team Is the API restricted to only Monitoring tools integration or can it be used for Updating Requesters information, Change forms etc in ServiceDesk Plus ? We know that customers have to use their own development for this API, but we would like to know whether the features of API are limited only to getting alerts from other Network Monitoring tools etc. Thanks Gopi ME Tech
servicedesk plus request approval in version 8
We currently have version 7.6 of servicedesk plus. In it, we use the request approval, in a request, we choose Actions -> Submit for Approval. This works fine. In the release notes for version 8, it lists Request Approval as only being in the Enterprise edition of the software, but the upgrade will keep us at the Professional edition. Is there some other request approval in version 8, or has this feature been removed?
multiple assets
Dear, anyone can help me to get this report. (user who have more than one machine)
How do I enter a request additional field via a business rule?
I can't find a way to enter an additional field for a request when it is entered through a business rule (email in). There are no options for user defined fields. Hal
Create a Business rules using Groups as a select criteria
I would like to see an additional criteria added to the business rule section of ServiceDesk that allows you to set a business rule based on Groups. Currently there is no way to automatically assign a technician a request based on the group the user has selected when opening a request. For example, if the users opens a request and selects the group "printer /fax /scanner" I want to be able to auto assign this to the technician that is responsible for requests of this nature.
Alphabetical date order in reports.
Hi SD support! From v7.6 date in reports is sorted alphabetically - i.e. Dec comes after Aug - and it's strictly incorrect. Is where and way to change this behaviour to 7.5 style - sorting date numerically?
return to request tab after closing ticket
We currently all use the Request tab instead of the home tab to keep track of open tickets. When we put in a resolution, change the status from an open state to a closed state and click save it would be nice to save and return the user to the mail requests tab list with our current view (WOListView.do) instead of the "view request" page. If I've closed the ticket, I don't need to view it again.
Screenshots on initial Ticket request
as discussed in the forums, the ability to attach screenshots is good, however, the simpliest and easiest approach for users to capture an event and submit a ticket is the use of being able to capture a screenshot and email to the SDP mailbox in one step process. Currently, (if notifications are used) once the requester receives a notice that their ticket is opened, the requester has to reply back to this email and paste the screenshot in a 2nd time for it to be logged into the ticket.
enable requesters to change the status of Priority field on a submitted request
Hi, I have not been able to figure out a way to enable requestors to modify the status of the Priority field after they have submitted a request. There are times when a user submits a request and the issue is simply a Priority 3 and then for some reason it becomes more urgent and they would like immediate assistance. I have business rules defined that automatically send alerts when support requests have been sitting in queue for a specific period of time and not assigned and it would be helpful
Custom "Add Request" form - SDP API
We are using the api to generate a simple form our users can submit requests with. This is outlined in the help doc, and was relatively easy to set up. The form is submitting correctly and creating tickets, however once submitted the user is directed to an extremely ugly XML page. Is there anyway to pass a return URL when you submit via the api form?
SMS notification for high priority requests
Hi there, It seems that SDP can notify Technician for all assigned requests via SMS mail id. We have setup an SMS gateway for this. But i want to filter a condition for SMS notifications. I don't want to notify Technicians by SMS for all assigned requests. I want to do if the request has priority high which can be indicated with the "high" word in both priority and SLA types, then SMS notification could be sent. Please help me on this. SDP version: 8.0.0 Build 8006 Regards, Levent
Priority Matrix is useless in SDP
Hi there, We are using Priority Matrix to prioritize the requests. But there is a leakage in this process that Technicians can change Impact and Urgency values anytime themselves, even if you deselect the "Allow requesters and technicians to override the Priority Matrix" button in Priority Matrix configuration section. According to this, Priority can be changed in any time by a Technician. How can i restrict the Technicians to change the Impact & Urgency values? From my point of view this is not
Tired of bait and switch by manage engine
we have been a customer of manage engine for the past 4 years. we started with service desk plus when the cost was very low. we needed software to manage desktops and their was several but we decided to go with manage engine because we thought the inventory information and the desktop agent could integrate with servicedesk plus. We had looked at kace and kace had the ability to have a software, support and request history of specific machines. We quickly found out after purchasing the software
Best practices - case studies
I would be great to hear of how you are using SDP. While there is lots of information on how to do something in SDP there is much less on high level best practices. While we are evaluating version 8 we don't want to make our setup overly complicated and confuse our staff unnecessarily (multiple sites with techs in more than 1 site for example). Currently we are testing various scenarios to decide how to best use the tool to meet our needs. For example we have different departments within our IT
Requester - Additional Fields
I'm just thinking out loud as to what the logic of having a function for adding data in the additional field is, suddenly I am wondering why this cannot be utalised and customized to show in the user requests form. [/stops thinking out loud] Dear SD Helpdesk I'm currently trying to add additional data to show under the Requester Details field for when a user logs in to add a new request. I'm only assuming that this is not possible under the current release?
A more flexible Date selection field and Items Received aren't anti-dated when creating a historical order
Hello guys, A suggestion on the one hand, a small issue on the other hand, quite simply because both are interrelated towards each other. I create older (historical) orders, so basically i create an order on a certain date. When you receive the items however, these items are not dated on the order date. Rather all the items received are dated on the currect date. To try it yourself: Create a new order on let's say 12/12/2007. Then follow the workflow until you receive items, receive them and close
Next Page