Preventive Maintenance
I currently have 2 PM tasks setup. When the time for the 1st one rolled around it did not run, so I changed the time from 0:00 (midnight) to 5 minutes in the future and it ran correctly. The 2nd one is scheduled to run at 0:15 on the 24th of every other month. It did not run as expected this month, but then did run at 15:15 local time. Exactly 15 hours later than I expected it to. Other requests that are entered show the correct created time based on the local time. Attached you can see screenshots
Major Release
Is there any news on when version 8 will be released? This is still tentative end of Sept. Shame that this is taking so long considering it was due about 3 months ago! Don't get me wrong, I'm glad it isn't being rushed out with a bunch of bugs, it would just be nice to have the tentative date updated when it has been and gone...
Tasks acording to request selection fields
Hi, Let's take as an example a new employe request. The requester should fill in what the new guy needs. So, I can add fields in the template for it. Example: Email account; New Laptop; Active dir user; Application 1, Application 2; Application 3; And I can add tasks for this "sub requests": Email Account creation, active dir, etc.. If the requester only selects Aplication 1, I need to "enable" ONLY the coresponding task. If the requester selects all aplications, I need to enable all corresponding
contracts managemet
please, could you tell me how can I manage the contracts information onmy helpdesk support.
Attach a request to a Software License
If we go to the Software Licenses we see Request Details. How can we attach a Request to this Software Licenses so we can see them here. ?
Login from own web page
I am trying to login to Manage Engine SDP from my own web page by posting the username and password using the method on the ME website. I am not able to and it is always telling me my username and password are wrong. Below is the code that I am using <form action="http://servicedesk/HomePage.do" method="post"> Username<input type="text field" name="username"/><br> Password<input type="password" name="password"/> <br><input type="submit" value="Go"/> </form> I guess I need to also include
How do I close a request via email in Service Desk Plus
We are in the process of evaluating Service Desk Plus (SDP) I've configured SDP to Send and Receive email. SDP is able to create and route new request via email. It will send an email to a tech when they have been assigned a request. I understand from the documentation that a Tech is supposed to be able to close a request via email. I've not been able to do that. I've included @SDP@ in the subject line and have tried @@Operation = CloseRequest@@ as well as @@Status = Closed@@ but the status remains
closing tickets
Hi We have noticed that when closing tickets we need a process for users to approve the closure of the job. To acheive this at the moment we are emailing them manually via the ticket. A better way could be to have a button to 'approve close' were the job would be put in a ready to close state with, a email notification sent that the job is ready to close. The user then approves/denies the close request via a link in the email which possibly sends an email notification to close back to the technician
Requester list
Hello, In adminitration panel, we can import a requester list from a CSV. I would like to export my current requester list in order to modify and then import it again. I haven't seen the export function. It's possible to export the requester list. Version of my helpdesk : 7608 Regards Bastien Futhermore, did-you have the exact release date of version 8.0 servicedesk ?
Can not update asset. Get message "Duplicate entry for
while updating asset I get following error "FAILURE :Database exception while updating the Workstation. : Duplicate entry for key Please report the problem to the system administrator, with the Error Code - 1,229,510,288,119." I have attached support logfile
Reply from email client
Right now, 4 techs get an email when someone submits a support ticket. We can reply directly to the email in Outlook, it logs our reply in the helpdesk but it never emails the requester our reply. (I have notify requester on update turned on). the requester never even gets the automated notification about their ticket being updated. Sometimes we are away from our workstations and reply via our blackberries, we would like the requester to get our reply. We are on SD6 / 6011 also, if the requester
Nested Requests
Hi, I'm a new user to ServiceDesk Plus, so correct me if I'm wrong, but there doesn't seem to be any way to nest requests / tickets. I'm surprised to find that this feature is missing, as it's been available in every other service management package I've used. I would have though that every environment has the potential for major issues or outages that can affect multiple users (e.g. network outages, server crashes, etc.) and this obviously generates large volumes of calls to the service desk.
Can I customize/edit error messages?
I would like to know if I can alter the text displayed in an error page such as the one displayed in the attached picture. I of course do not have a problem with the fact that an error is displayed, as it makes sense based on which user was attempting the action to view a request. However, the grammar and punctuation used in this error message (and in many places in the software) does not quite meet the level of professionalism we and our customers expect to see. I appreciate the many ways I can
A question about Importing Requester Password via CSV when using LDAP Authentication
We are in the process of evaluating Service Desk Plus (SDP) Some of our LDAP fields do not seem to import automatically. For our organization we use 'Entity' in our LDAP directory where SDP would use Site, and we use 'Location' where SDP uses 'Department'. I've found that in the manual importation process I can map our Entity field to the Site field and I can map our 'Location' field to the 'Department' field. As long as FirstName, LastName, UserName, are the same then the 'Requester's' information
Enable a way to send notification from "resolution"
Please active a notification (email) to requester when a resolution is entered. Today just is possible if we activate (notification) for each change in the request (update) or using "Reply" but this not inform the work process.
Custom Views in Service Desk or only certain columns viewable
I am trying to make a kiosk machine that will display the "load" of the help desk here at my company. Is there a way to hide certain columns within Service Desk? I only need the following columns viewable: Ticket ID, Assigned To, Priority, and maybe Requester Name. This information will be displayed on a large monitor, viewable to our general employees. Or is there a better way to show the work load of the help desk using Service Desk? Thank you!
Asset Resource Type Question
Hello, I'm trying to import assets into SDP 7.6. The goal here is to get the assets broken up by "Product Type" which seems to be giving me much grief. However I seem to be having issues getting that to happen. For Product Type I map it to a column in my spreadsheet called "Product Type". Under that I just have each asset set as "Switches". I do the import, but that product type seems to have no effect. Everything else works as expected, serial numbers, asset tags, extra fields, etc. I have
Connection to RPC server in the workstation failed.
When I scan a workstation which has the XP firewall switched on I receive the following error: Connection to RPC server in the workstation failed. Which port number do I need to add to the exceptions list on the XP firewall for this to work? Thanks byc
Have business rule or something auto open additional tickets
Is it possible to have multiple tickets automatically opened when some one submits a request? For example, a new user request. Would like it to open some child tickets that are tied to the original. Thank you, Marc
Delete department record failure
Hi Dear Support Team I'm trying to delete some useless recoreds of department but it seems it is forbidden and below message replies: Department is being used by a module. Hence cannot delete it. and the record becomes disable. Now could you please help me, how can I remove these useless records of department? I'm using the last version of SDP(7506). Thanks and Best Regards
"Cannot insert the value NULL into column 'COLUMNINDEX'" Error
While upgrading from SD 7.5 to 7.6 the update log show several warnings like the one above. Finally the upgrade fails and a database corruption results from this. We're upgrading from 7507 and this issue shows up only when upgrading from build 7514 to SP1. Thanks!
How do you determine which edition you are using?
How can you tell what edition you are using. All it says is Service Desk Plus, and which version you are on.
Change Approval Status always shows N/A
Hi, I'm testing the Change control procedure through ServiceDesk Plus (7602). I need to be able to create RFQs and then have these approved by a CAB. I've created a new Change record and chosen the 'Major' Change Type, however the Approval Status always shows 'N/A', even if I add CAB members and then have them approve the change. What am I doing wrong? If I create a Change record using the 'Standard' Change Type, this immediately shows an Approval Status of Approved (obviously because the Change
Changing default request template
Is it possible to overwrite the default request template with another existing template let's say Template1 and vice versa? The idea is that we need to log certain set of requests in a different template than the current default request template for which we intend to make Tempalte1 as the default request template and then later switch back to the current default template. Please advice.
Login Screen recommendation
Currently the login screen resembles the MS Windows login dialog box in format, but not in function. If you have multiple domains, you need to select the OPTION button to choose which domain the username and password will be authenticated to. In MS Windows you have the option to enter the domain in this manner as well as using the following methods: In the username field: domainuame In the username field: username@domain.com These two method don't work in ServiceDesk Plus. I would suggest enabling
Asset History possibilites?
For the most part, Assets do not change. However, we do schedule a scan every day. When I go to the Asset History, I see pages and pages on "No Changes". I don't care about these items.. I only care if an asset changes. 1) Is there a way to only display in Asset History when the asset actually changes? This would save me a bunch of tie trying to pick out the "Changed" from "No changes" in the huge list returned. 2) Is there a way to search asset history? example: I want to know what assets
Is it possible to change the name of the fields being imported via LDAP
We are in the process of evaluating Service Desk Plus (SDP) For our purposes, we would use what we call 'Entity' as SDP seems to be configured to use 'Site'. Our LDAP has a field titled Entity that we would like to use to populate the field 'Site' in SDP. Is there a way to modify SDP to import our 'Entity' field into SDP's 'Site' field? In a related question, we have another field we would like to have imported into SDP's 'Department field'.
Can I change the 'labels' used in the program
We are in the process of evaluating Service Desk Plus (SDP). For our purposes we would match up what we call 'Entity' with what SDP calls 'Site'. Is it possible to change the labels in SDP to say 'Entity' instead of 'Site'? It's not a show stopper by any means, it's just easier to talk about the product as it might be used in our organization if we could use the same terms.
scheduled preventive maintenance by asset?
I work for a wood products manufacturer and due to the endless flow of dust in the facility the systems need to be blown out quite regularly. We currently have 92 systems in the plant, and what I would love to be able to do is have asset workstations schedule for preventive maintenance and updates revolving every 15-30 days depending on location in the plant. Basically what I am looking for is the pm to be attached to the asset itself, and be able to pull up the asset on view and see
Modify sample KPI report
Can someone modify this repor ? I'd like to use "lastmonth", "lastquarter", "lastweek", etc. select count(a.workorderid)"Total Request Count",SUM(a.isoverdue)"SLA Violated Request Count" ,sum(!a.isoverdue)"SLA Not Violated Request Count", (sum(!(a.isoverdue || a.ispending)) /count(a.workorderid))*100 "% Calls Closed within SLA" from (select wos.*,sd.ispending from workorder wo inner join workorder_threaded wot on wot.workorderid= wo.workorderid left join workorderstates wos on wo.workorderid
Report requirement
We would need report in servicedeskPlus for requests with no updates from past 1 or 2 or 3 or 4 or more days. No Updates means if there is no worklog, no conversation added then that request should be part of the report. Regards Santosh Giranje
MySQL Query - Assign Time Taken > 4 Hours
Hello, I need to create a report for a KPI we plan to implement on our service desk, but I am having a problem getting the exact data I need. I found a MySQL query on this forum that is almost correct but I dont know enough about the table structures to change the statement myself, please can someone help! :) What I need is to change the where clause of the statement below to only show requests which have a pickup time greater than or equal to 4 hours, but also keep all the being pulled the report
Outgoing Mail Setting using Technician Email
Can we configure anything in ServiceDesk so that emails out come from the specific technician? Thanks.
Choose button not appearing in Edit group page
The button beside [Send notification to group technician(s) when a new request is added to this group] does not appear
Report
Hi, Would it be possible to show the tickets list and group of conversation followed via mail?. for example: ticket 1 Object "problem X" open in date 1.1.2010 12:00 - closed in date 1.1.2010 14:30 -date 1.1.2010 12:00 Administrator to Person A - Subject 1 -date 1.1.2010 14:00 Persona A to Administrator A - Subject 1 -date 1.1.2010 14:30 Administrator to Person A - Resolution ticket 2 Object "problem Y" open in date 5.1.2010 12:00 - closed in date 6.1.2010 16:30 -date 5.1.2010 12:00 Administrator
ability to change request template based on business rules
Is it possible to change the request template based on business rules ? .. we have custom fields set up which only live on certain templates , we have business rules set up for email requests that get assigned to groups , and those groups should have a specific template .
Outgoing mail wildcards?
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program. I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there any way that we can use wildcards for the email address and reply to fields in our SMTP outgoing mail settings? We were trying to see if we could set it up so that when a technician notifies a requester through email, the email comes from the technicians email address (that's
BackupData Error. No Backup created
Hi, im currently using a free version SD+. and im trying to backup my data because eventually we are wanting to transfer it to a new server. but I got this kind of error. see below. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Active DB Server = mssql Database connectionProp : null Database started Oct 7, 2010 1:49:01
SSO is slow until cached
Hello, I believe SSO is partially working on some of our AD accounts but others it seems it either times out or they just get a login screen. For the accounts which do work, it seems like the browser churns for a good 20 seconds and finally loads. Then if I log out and close the browser, open it back up and try again, SSO instantly works and the user automatically logs in and sees their home screen inside SD+. Does anyone have any suggestions as to why it could be so slow for the first time?
Is it possible to update custom fields from incoming emails ?
is it possible to define <FIELDS> within an incoming email that will updates custom job fields . We send job requests to a third party and they reply back with their own job ticket . we would like this job ticket to be automatically updated in a custom field that we have .
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