Trouble with backupschedule
Hello, I'm using ServiceDesk Plus version 7608 and I have some troubles with BackSchedule (I'm using the french version). I receive the following message : see attachments. The message tell me to execute au SQL command. Can I have an explication about this command ? Regards Bastien
requester list missing
Hi there, after i restore old backup, error message below appear. I tried to import user list from active directory , no error but message below appear at requester list instead of requester itself.. Please assist me as soon as possible and many thanks in advance. :) <td width="8%" valign="middle" align="center" style="background: transparent none repeat scroll 0%; -moz-background-clip: -moz-initial; -moz-background-origin: -moz-initial; -moz-background-inline-policy: -moz-initial;" class="fontB
do not create new requests via email
is there a way to prevent new requests from being created when users send email? I only want new tickets to be created via the web form or by the technicians. I want to maintain the ability for email updates to existing requests. The point to this is to either call the help desk or submit through the browser as usually customers do not provide enough detail in email submissions.
Allowing service desk to append ticket coming from email client to existing ticket but prevent from creating new ticket.
Please advice if this is possible. We have tied an email account to our service desk example: support@company.com We are enforcing user to use the portal to open a new ticket but at the same time allow them to reply to existing ticket by using their email client (outlook). Our main goal is to prevent ServiceDesk automatically creating a new ticket when users are sending email to support@company.com Please advice, Thank you!
How to Close (state resolved) a Request with an Email??
Hi! I know that SD+ allows to create specifics resquests through an email sended to a specific adress declared in the parameters. but it is posible to closed specifics request through the same process?? Thanks in Advance! Marc
Resolution notes recorded by technician
We could really use a an indicator in the resolution screen that indicates there are notes on the main request screen. Currenlty, if one jumps straight to the resolution, they may not see there are notes and either close the request when they really should not as somebody put notes with instructions, or they may not see that something has already been tried in the notes, and they waste their time. I think it would be easy and beneficial to put the Notes link on the resolution page, or move the display
Recent Items bug
We have just upgraded SDP from 7610 to 8004 and found a change / bug. When looking at the lists of requests, on the left side there is Recent Items. If that is expanded and we click on a ticket either via the recent items or the main list, that recent items list is no longer expanded. As such we are constantly having to expand it manually. This was not the case on 7610. Since our upgrade when from 7610 to 7611 to 8000 to 8004 at the same time, I can't tell you which upgrade level made that change.
Delete a new incident template, Can't
Hello We had a service category request and we have it disabled now. I also deleted all tickets created using the template. The issue I am facing now is under new incident tab [we changed the display to new ticket] there is a menu that I can't get rid of. Please check the attachment. How can I get rid of the one that is under ITG menu? Thank you
Not able to created or delete technicians in service desk
Not able to created or delete technicians in service desk
upload build number
Hi there, i am having a problem with my server. I just uninstall it and doing fresh installation. But the problem is now i am having a problem with updating to build no new version (7514 - 7600). The error is " unable ti start the DB. possibly server is running if so Please shutdown the server." I need to use that version because i want to install database from backup. Please assist me as soon as possible because my server already down since 3 days ago. thanks
hotfix 7605
Hi there, i am having a problem during restoring backup data. my data is in 7605 version. Which version i need to use because i am not able to find hotfix 7605. Please help me because my server already down since 4 days ago.Many thanks in advance. -regards- Wanorwm
restrict user view of requests
How do I retsrict users from viewing certain requests?
Upgrade field NOTES
One very very big annoyance under all our technicians is the poor "notes" window. Can you please upgrade this field so you can use all layout possibilites like the main descriptionwindow of the requests or solutions. A very good reason is that there is no possibility to add screenshots or pictures for technicians only, because the main description of the request is always viewable for the requester and also the resolution. This would be our top-upgrade priority Best regards, Mark Flothmann
Import/Migrate Windows MySQL DB into MSSQL 2008 R2 x64 DB
As the title sugests, is this possible? Edit: Sorry I should mention MySQL is on SDP 7.6 and MSSQL is on SDP 8.2 Thank you
Logon Page keeps appearing when changing screens
This is weird... we have one PC (Windows XP SP2) that whenever we log into the helpdesk it asks us to login, fine, but then you have to do this again, and then the home page appears, but if you say select requests, you have to login again, and this carries on for every page you try to select or link that you try to select, the pages appear OK after you login, but you have to login each time. I am sure that the problem is related to a Microsoft update as it was working fine before the workstation
Parse emails in a more granular fashion
Emails are assigned to an existing ticket when "REQUEST ID: nnnnn" is in the subject line. How about adding the ability to parse and assign emails with "CHANGE ID: nnnn" and update the Change Request? Right now it opens old tickets or a SPAM filter has to be created.
Announcements showing for all User Groups
I am using Version 8.0.0 Build 8003 When I create a new Announcement and Select "Show to Requester" then choose an available User Group, the announcement shows for all user groups in lieu of only the selected user group. Is this a known issue?
FR: Show approval for solution on my Home Tab
That would be very nice when the approval for solution would be shown on my Home Tab, together in my "approve request" list.
is the SLA met? did we reach the target?
Hi, I saw in the report there is no column for SLA status. there is either true or false in respond and resolution. example: 1st respond overdue status = true, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = true, so SLA is not met. (fail) 1st respond overdue status = true, overdue status = false, so SLA is not met. (fail) 1st respond overdue status = false, overdue status = false, so SLA is met. (success) my suggestion is to create a new column
Ticket numbers on a group basis versus a system basis
I was wondering if it would be possible to have the ticket numbers assigned on a per group basis instead of a system wide basis. For example if I had 2 Groups (A & B) each group would have their own unique ticket numbers. Group A would have tickets 1,2,3,4 and group B would have their own tickets 1,2,3,4
Chnage the email for reminders
Hello, We have an issue with email reminder. I´m part of the service desk staff and I´m in charge of create and assign all the tickets to the technicians, The idea is using the reminder option, send an email to the technician advising about a ticket that is close to expire, but If I use my user to create the reminder, all the email are sends to my email instead of technician's email. There is a way to change this behaivor ?? The version is ServiceDesk Plus 7.6.0 Thanks for your help. Wilson
Create API
I'm new at this and need to know how to set up a Web API Access by using an external application such as Visual Studio for users who are not in the application to create new Request. I check the API document but was not helpful.
FR: Different work time of support teams
Good day, In my company we have 3 groups of users that do support. Each of them has their different work schedule: Team 1 - 8:00 - 23:00 Mon-Sun Team 2 - 9:00 - 18:00 Mon-Fri Team 3 - 9:00 - 18:00 Mon-Fri The SLA time we have on ServiceCatalog Items is based on the work time of whole support team (in my case 8:00-23:00) (I just guess this, dont know this for sure). When new Request arrives after 18:00 teams 2 and 3 are unable to complete it in SLA because they are at home already. It would be great
Limiting Request ON HOLD periods
For consideration. Currently not avilable in version 7009. Would it be possible to have an option for the HOLD prioed to be enfored - i.e. When putting the request ON HOLD, an the technician is given the option of specifying for how long. Admin would be able to specify whether the option for unlimited HOLD periods are allowable.
SDP 8002: the window is closed
Good afternoon. I have such situation almost every day. When I do the answer to the request, the window of the answer opens and I write the answer and I press the button to send. On correct - the window is closed - the letter leaves. In my case the window isn't closed, and there is all on a picture. The picture is applied. Reinstallation operational system hasn't given result. The request to help. At colleagues of such problem it is not observed - they use FireFox, therefore I assume that in all
hotfix 8004 Released
Dear Users, Please refer to the below announcement for 8004 hotfix release. https://forums.manageengine.com/#Topic/49000004556013 Regards, Srikrishnan ServiceDesk Plus.
FR: Show SLA Time in Service Catalog for Requester
I think that would be a great feature if the admins would have an option to show SLA time (from the particular Service) in the form of creating a request. I should be noticable (the size/font/color) for a Requester so he/she would know for sure when the request is going to be completed
FR: Applying ServiceCatalog Templates to Requests
Good day, Our users are used to send their requests by Email so there is no Service Catalog item is assosiated with them. That would be great if technicians can apply Service Catalog templates to the Requests made with Default Template in order to update it: Category, SubCategory, Item, Urgency, Priority, Apply SLA if NONE, already applied, create tasks that are set in ServiceCatalog.
Not-Auth in requestlist for requesters
When a non technician (so a normal requester) opens the list of his requests, some requests have for some fields a "Non-auth" content. For example the field status. So most of the of the fields of the requests are normal viewable, but some requests have this Not-Auth, even when this field has the property : "Requester can view" in the request template. Is this solvable with an update because on 1 dec. we are opening the selfserviceportal for users. I wanted to add a screenshot, but this doesn't work
Variables in Reply templates?
Are any variables available in Reply Templates? The first thing I'd like to be able to do is include the original request underneath the reply. I'd also like to be able to include other information based on the requester or the technician.
SD 8.0
We have a problem. During e-mail replying to the query, the new query is generated instead of adding the reply to the current query. The e-mail topics matched. Please provide us with the support.
Service catalog on selfservice portal doesnt appear 8.0.3
Hi, I've recently upgraded from 7.6.10 -> 7.6.11 -> 8.0.0 -> 8.0.3, added some service catalog item (for testing purposes) and logged in as a requester - I cannt see my Service Catalog from a self service portal. Does anyone have a suggestion?
Asset Scan of Mac OS
Hi, All of the windows machine scan properly and assets all populated. However we have one mac book connected via ethernet cable which we are unable to scan. We get RPC error. The settings for the mac in the security tab are as follows 1. Allow all incoming (means firewall off) 2. Allow essential programs (strict mode) 3. Allow custom programs (choice of programs) Choosing of the above even if making the firewall off shows the RPC error. We are scanning with local credentials even if credentials
Scanning Macintosh
I get RPC error when doing asset scan for macintosh; the mac is set for allow all incoming connections (meaning firewall is of ) so i dont know why its not working.
Incident Linking
Can you us what actions are available on linked requests that will be populated to the all linked requests? I've found - "Copy solution" to all linked requests. anything else?
Spam filter
There seems to be a problem with the creation of spam filter rules. Here's what's happening: I enter one rule for "Title" and "contains" with "rule1" for the criteria. I enter another rule for "Title" and "does not contain" with "rule2" for the criteria. When I add that second rule, it overwrites the first one, creating a rule for "Title" and "does not contain" with both "rule1" and "rule2" as its criteria. I really hope this is not a limitation, because I need to be able to set multiple rules based
Assets showing ThinkCentre XXXX
Since upgrading to 8.0.0 Build 8000 many of my workstation now only show ThinkCentre XXXX for the model whereas in the past they were actually displaying the full model number of ThinkCentre 9632. Why has this changed?
Removing field
Hello, We have a trail of servicedeskplus and i have a problem. I placed a new field into the default request, but when i remove it using the red cross and save it afterwards ist not removed. Because when i make a new request the field is still there, also when i return to the template "default request"the field is returned. Am i doing something wrong? Regards, Francis
How can I modify the "new incident" tab text?
Hi I want to modify the text and make it show as "NEW Ticket" instead. Thank you
User-level Purchase Order creation
We currently have ServiceDesk Plus Professional, and it is really a great product. Our company is looking to get a centralized PO system, and wants to use ServiceDesk. Is there a way to grant users access to create POs without making them technicians? If not, is this something that Manageengine is considering, or do they sell another product that would serve this need? Also, if we were to use this, is there a way to segregate the PO users so Sales could not see the IT purchases and vice versa?
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