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?
Error: Migrate from Build 7611 to Build 8000
Hy, I having problem with upgrade, send in atached log that problem. Sds,
Negative values for returns in Purchase Orders
We have a need to nenter in a line item onto a PO because the items purchased in the PO were returned, however; there were re-stocking fees, and return credits applied to our account. I cant seem to enter in a negative value for a line item. Is this possible?
Disposed Asset Report
Hello. We are trying to create a report that can run every month that shows what assets have been changed to disposed status. When we dispose of the assets we change the product type to a Non-IT category called "Discarded IT Equipment". We do this so the systems will not clutter up the main workstation list and will not get scanned. We also then change the Resource type to "Disposed" The report would need to consist of: Asset Name Serial Number Asset Tag number Asset Notes Date of Resource type
ServiceDesk PLus - New Request screen question
Hello, At the bottom of the New Request screen, there is a field called “E-mail Id(s) To Notify”. Can this field be hidden from the Requester view? I believe this will confuse requesters, as they may think they need to add something here for their request to be emailed to a technician (when in fact that will happen automatically using the configuration settings behind the scenes). Regards, Wayne Neilson
technician adjust task !!!
when assigned the task to the technician can change and modify technical this is a problem not have to modify only have to solve This is the configuration !!!
Default Password
Hi! everybody.. Can someone tell what's default password of Servicedesck Plus Regards; ST
Hotfix 8003 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 ( 8003 ) release. Issues fixed in 8003 (Released on: 16th November, 2010) SD-34250: When a requester replies to a request through email and if the notification is enabled for the technician, then, the description sent in the notification is that of the original request
Requester - attach file
Hi, it would be very helpful if in the user administration a file (or a link) could be attached. We have files with users confirmation on our data policy which have to be signed by the requester and stored as PDFs. It would be great to directly attach these files to the requesters data. Thanks for your feedback
Change - Link to attached Incidents
Hi, it would be very helpful if in a Change the attached Incident could be access via a direct link. Currently the Incident is displayed but one cannot see the conversations about this incident. Thanks for your feedback
ServiceDesk Plus' Look-n-Feel
I REALLY like the Look and Feel of the AssetExplorer and I was wondering if ServiceDesk will be upgraded to the same branding?
ServiceDesk not connecting to IMAP. Telnet login works
Hi Support We faceing this issue today. We try to fetch email but in mail server settings page, its blank and we tried manual telnet to imap and its login in to the imap server. we tried different ways, but no use. kindly find the logs, thread dump and screenshots attached. We uploaded to Bonita also, here http://bonitas.zohocorp.com/customer_uploads/2010_11_19_3_52_43_SDP.zip thanks Gopi ME Tech
average rating in report
hi, how do i make average rating in sql report? if i use the wizard, there is no decimal. if i then convert it to query, there is no average but have 2 decimal place. thanks.
corrupt reports
Hi, We are using Servicedesk plus (7100) The problem we are facing is the following : after a while, some scheduled reports (from network monitoring) are corrupt. Daily a report as pdf attachment is generated, and send by mail. These pdf's are coppupted after a week of two weeks. When opening the list of generated reports, opening the report results in the same corrupt file. I assume something went wrong while writing the pdf? This problem occurs with some reports, not all of them. When deleting
Mass Asset Scan to add all Workstation
Is there a way to do a mass scan to add all workstation in our domain than have to scan and add one by one? Thanks for the help!
SLA alerts problem with the catalog of services
HI, SDP I installed Build 8002 and I see the following: Service Catalog created a solucitud the Hardware category. and create the "SLA SERVICE" but does not display alerts on tax time APPLICATION FOR BUILDING SERVICES CATALOG NO ASIGNED SLA *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Soliciud was created after a catalog of services - software and SLA SOFTWARE and only shows the end time but never leaves the alert and the flag of SLA BROKEN i created a request with service Catalog Alert does not show
Upgrade to 8.000 has gone horribly wrong.
Tonight I attempted to upgrade our ServiceDesk 7.605 server to 8.002. We use a separate SQL Server for the backend. I was able to successfully upgrade to 7.611, as instructed, but when I ran the upgrade to 8.0 it failed at around 98%. I am now unable to start the database...I can't re-run the PPM (it says it is not compatible). Basically I am stuck. I put in a call about an hour and a half ago. I ran full backups before the upgrade. It is 10:30 p.m. right now, and I have no ServiceDesk app for
How do I delete unwanted combinations of Department and Sites in the Asset Module
I am using ServiceDesk Plus 7606 with MS SQL 2005. Somehow, in the Assets Module when assigning Assets to department, the filter is showing a lot of combinations of 'Department, Site'. How can I delete those? In Admin Module both Departments and Sites are ok Thanks for any suggestions rmo
Change request
Is there a way to allow a regular user to create a change request, or to promote a request to a change?
ServiceDesk Plus -- Assets -- want to add a Hyperlink to an external resource
Is there a method of adding hyperlinks to external resources for an asset? Example would be a installed applications vendor webpage or a UNC path for additional documentation.
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