Self-Service Portal Settings
Under Self-Service Portal Settings I see the option "Do you want to allow requesters to close their own resolved requests?". We have that set to YES. How do the users actually close their own requests? Also under Self-Service Portal Settings I have "when the requester replies to the closed requests. Perform the following:" Set to Reopen the same request with 1 day from closed time. Else, create as a new request. The 1 day time limit is not being honored. Just today I had someone reply to a
More control over email spam rules
On the email settings - spam tab. I would like to create rules such as: To contains abc@abc.com or abc1@abc.com OR CC contains abc@abc.com or abc1@abc.com AND Subject contains "don't create a new ticket" Currently I don't see that you can have seperate OR parameters and AND parameters. It's one or the other all ORs or all ANDs but that doesn't give you very much control. This would help us avoid tickets being created when they shouldn't be. Thanks darrenw80
How to delete a group that is "in use by other module"
We've done some reorganization within our department. As a result, we've eliminated the need for one of our "Groups" in SD+. I've moved every request (all statuses, even closed) to other groups. However, SD+ will not let me delete the group from the Admin > Groups page. Below is the resoponse... "Groups cannot be deleted as it is being used by other module." Can anyone explain what I need to do to remove this group? I'm also curious why there isn't an option to just mark the group inactive...
Speed up the forums...
Can somebody fix http://localcommunity.manageengine.com/images/zoho_logo_min.gif so the forums aren't so horribly slow failing on this image? Michael
Seperation of admin privileges
Good morning, I have searched for a topic similar but did not find anything that was helpful. My question is this. Is there a way of separating Administrator Privileges and having the technician gain access to the admin panel for certain items without giving full SDAdmin Role. If not, will this ever be a consideration?
RPC Connection Errors
I keep getting rpc connections errors when trying to scan workstations. I pulled the extract below from the serverout0.txt log file. I have verified that the firewall is opened up for RemoteAdmin (GPEDIT.msc and the netsh command). I can also run NET Use commands to the C$ and Admin$ shares with the userid and pw. Dcom is also setup properly. And I have rebooted. This is getting really irritating as there does not appear to be any reason for it to not work. I have run into this with every new workstation
MSSQL script needs assistance please
I have a mssql script then when run on the sql server against the manage engine tables produces the results that I require, ie the top ten callers for the period specified. When I try running this directly in ManageEngine I get query errors returning, can someone please take a look at the query and advise what needs to be in place to run the query in ManageEngine please. SELECT top 10 aau.FIRST_NAME "Requester",max(dpt.DEPTNAME) "Department", count(aau.FIRST_NAME) FROM WorkOrder_Threaded wot
Add Additional Fields to Resolution Tab
We have several fields that are required when closing a ticket. Is there a way that SDP can find all these fields so when we go the the Resolution Tab so that we can just fill in all the fields in one shot rather than getting the error message and having to edit the ticket then closing it.
Not a tech
Recently I changed a Requester to a Tech but following a meeting, it was decided that this user would not be a Tech. How do I convert this Tech back into a Requester? Thank you.
Add Field Dependansies
Hello Is there any way to "connect" some fields of the new request? I'll try to explain: New request form have some key fields: field 1: requester (and site) field 2(manualy created): "target person" (from client), should be inform about any new requests from their company. field 3 (manualy created): account manager Is ther any way to make auto fill feature after choose any of them or maybe the first? ------------------- Thank you and sorry for my english =)
Importing Sites
Hello Is there a way to import sites directly to the SDP?. I am talkig about 1.500 sites... Thanks for your answer Jorge Messano
Service Desk Plus 7.6 and Terminal Station
SDP, doesnt seem to pick up terminal stations in our environment. Can something be done to have SDP scan terminal stations and add them as an asset or would we have to manually add all those stations into SDP. Thanks in advance,
requester information
Hi, i have a trouble I make a new requester and add him to "Site" Company 1 (for example) When i create a new request(ticket) the field "site" always default with value "not any place"and doesn't change to Company 1 or any other automaticaly. Is there any way to fix it or maybe i did something wrong? Thanks
Global View Graphs not working
On the Global View - the graph for "This Week" is not working. All other graphs show up fine and without delay. "This Week" will either show as a blank box or will not change from the previously viewed graph. We are running SD+ Version 5.5.0, Service Pack 5502. Thanks.
Database fields and Application fields should match in SDP asset application
I've noticed that the field names associated with assets in many cases do not match between the application screens, export screens, import screens and database. (For example, is it an "Asset Name" or a "Resource Name"?) I would like to see continuity throughout the application and database. Anyone else?
Omitting custom fields from the Bulk Edit Requests box.
When changing the details of multiple requests, you also get all the custom fields that are set up for requests. This is the page - BulkEditRequest.do Is it possible to mark custom fields so they are not included in this screen? (In database terms it should be pretty easy - add a field to the Custom Field to omit this field from display, and a change to the Multiple Changes page query for which fields it displays, but what do I know? :) ) We plan on using templates with lots of custom fields (lots
Reporting on SLA's in SD7 Enterprise
Reports very poor for actually running a service desk! I need to produce reports showing how the desk has performed against it's published SLA's for the various functions. Now that we are playing with SD7 Enterprise, i'd expect to see some better reports in there, alas no. How can I achieve the following? 1/ Produce a report that shows all the members of the desk and whether they have closed of requests within the published SLA 2/ Generate a report showing how many Service Requests, Incidents and
End of Year reporting: please help adjust query
I have a working query that shows me the total# of Request and whether they met the SLA for the running and last quarter. I want to get this data for all of 2009, on a per month basis. Could someone show me how to adjust this to given me January, then Feb, March, etc? Thanks, SELECT COUNT(wo.WORKORDERID) 'Total',(SELECT COUNT(wo.WORKORDERID) FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN WorkOrder_Threaded wot ON wo.WORKORDERID=wot.WORKORDERID WHERE wot.WORKORDERID=wot.THD_WOID
Need help
When will be the new version of ServiceDeskPlus will be released
Restore Issue - 7611
Good morning, I'm attempting to restore a database file from our live SDP server to a DR SDP install. The Live server is running a SQL 2008 database, while the DR site is using MYSQL. I'm pretty sure I managed to do a cross platform restore, but I am receiving this error when I attempt to do so. Microsoft Windows [Version 6.1.7600] Copyright (c) 2009 Microsoft Corporation. All rights reserved. E:\ManageEngine\ServiceDesk\bin>restoredata ********************************************************************************
Login Page ServiceDesk Plus 7.6.0
Hi, I use ServiceDesk Plus 7.6.0 and I want to customize the login page.... I only want a form with the essentials to login, I already tried many ways, like copying old versions html but it always goes wrong. I change in xml and it points to right page but it never logins correctly, sometimes it even start to loop in login page. Can you give me the right html code of the form please? Maybe it is a dumb question but I really cant do it. Thanks in advance.
when is the new version of servicedeskplus is released
when is the new version of servicedeskplus is released
Unable to upgrade Service Desk Plus
In our company we have a SDP Version : 7.5.0 Build 7500. I tried to follow the upgrade procedure described at http://www.manageengine.com/products/service-desk/service-packs.html . But it simply fails as it says the service packs are not compatible. What to do now?
Not importing new data from AD
Hi, When i change any user information on AD and then import them to SDP the changes are not appearing on sdp clients. I'm using 7.6.0 Build 7611 MySQL Thanks
Get all my requests via API
Is it possible to get all requests assigned to me via the API? ex: operation=getRequests&user=jorn returns a list of all requests If not, is this something that will come in near future?
MSSQL query Report
Report for percentage of completed requests by group,level and technician
Selfmade notification rules
There should be a possibility to create you whole own notification rules. For example you have 10 diffrent groups that all should get diffrent Emails for diffrent Requests and Problems. So group A ist just doing Router stuff, group B just VoIP stuff and so on. Well with the actual possibility of the notification rule system it is not possible to do so. Sorry if my English isn't the best att all, but I hope you do understand what I mean. Best Regards Thomas
Queue System implementation
There should be a queue system in Servicedesk Plus and Service Desk Plus MSP. For exmaple you have 5 or more diffrent departments in you company and each department works on diffrent Problems or requests etc, then it would be very usefull, that you have tohe possiblity to send the ticket in the queue of the diffrent departments. If you see it this way: Department A works just on Routers, Department B works just with VoIP and so an, then those departments should not be albe to see, what is going on
Link to Merged request should point to the new request ID
When a request is created, an email is sent to the person creating the request. e.g. http://helpdesk/WorkOrder.do?woMode=viewWO&woID=1000 A second request is later created with a link of: http://helpdesk/WorkOrder.do?woMode=viewWO&woID=1500 These two requests are merged. Both these links above should link to the Merged request (ID 1000) However, the second link does not work as the request no longer exists. My request is that the software allows both these links to open the merged job.
Problem Start Fetching Mail
Since upgrading to build 7611, the system is no longer fetching mail, after re-starting the service it stil will not fetch mail and the service stopped. Does anyone have any suggestions, thanks.
cannot reply request
hi I am facing with problem that contact cannot reply their requests, they get this screen once they click on Reply button. (they just can save the message, cannot sent the message) Could you help me how to correct it? Thanks
Business Rule issue
I have problems with business rules, the problem is: I made a business rule but does not work, example of my configuration, two site, the site1 for technician1 and technician2 for site2, then I made a business rule with the admin user within site2 : Business Rule details name: monitor Match the criteria below Sender contains: "monitoring" or "monitoring@mydomain.com Perform these actions: Assign to Technician "technician2" Save the business rule, and when I download emails with the sender
CSV information merge
Hi, We are currently running SD 7.6.0 build 7604. I have about ~100 machines that are in Service Desk Asset Register, that we have had to wait an exceedingly long time to get Lease information from our Lease provider. As such I need to update the following fields; Resource Info\Vendor Name Resource Info\Acquisition Date Resource Info\Expiry Date Resource Info\Warranty Expiry Date Asset State\Asset is leased (Flag) Asset State\From Asset State\To Plus an additional asset detail field we have created;
Contracts page
When looking at Assets on the contracts page that are part of a contract it would be nice possible to see serial number and or asset number in this listing as well. Thanks, Joe
Hiding conversations from requestors.
Is there a way to hide conversations from requesters? Specifically conversations not related to the requester. Thanks, Mark
New Purchase
In requests there are options to create a New Problem and a New Change. How about also having an option to create a new Purchase Order? Requests quite regularly result in the purchasing of new equipment and linking to the PO to track progress would be great.
Out Of Office Email
Whenever someone has an Out Of Office auto reply to something, like to a new Solution notification email, Service Desk Plus logs a new job. How do I stop Out Of Office emails being logged as new jobs? It's ok when they are added to existing jobs as that is useful information. I just don't wan tthem logged as new jobs.
failure to search for users in AD
Hi all, I had this working but I have now changed my DC. I have put in the new DC's name and now the system just hangs on the connecting to ActiveDirectory server when I try looking for new requesters. Is there anything else I need to do? Thanks Martin
Backup and Restore "7.5 to 7.6"
Hi Folks, is it possible to restore a 7.5 backup on 7.6 SDP ? I tried it, but it didnt import anything, I did it the right way, backup 7.5 server take the backup file to the 7.6 server, run restoreData.bat on 7.6 server, after shutting down the server, and does it backup requests and assets and configurations ?? or what exactly ? thanks
Don't flag laptops that fail scans every day! They're just out!
I get a worryingly high number of failed scans showing up every day on the Assets view because the machine is a laptop and is currently out of the office. Is it possible to set workstations so it will only flag them (and add them to the "Workstations Failed During Scan" total) if there has never been a successful scan (as the settings/credentials may be wrong) or if it fails a predefined number of scans after a successful scan? Is there also any way to have a "last successful scan date/time" field
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