Downgraded version
hi there.. i just upgrade my service desk to newest version.. but got a lot of problems.. can i downgraded back to previous version . Please Help
Merged requests visibility problem [SDP 7.6]
I have a problem with locating merged requests. In SDP 7.5 link from original confirmation message was redirected to request that was merged with original. In SDP 7.6 [7608] link redirects to requests page, so users are unable to locate their requests. Is this by error, or by design? How to locate these merged requests?
Need a query
Could anyone help me querying a specified software I'm trying to get a report who shows all workstation which has "J2SE Runtime Environment 5.0 Update 22" Within sites
Request on mysql database
Hello, I want to change site field of my request in function of an additionnal field. When I use the web interface I'm not satisfied because when I modify site field, technician group field is erased and become undefined. If I use mysql request in order to modify site fiel in function of my additional field ,this side effect will always be present ? Regards Bastien
Replying to specific Conversations
Sometimes there's a lot of back-and-forth between the Technician and, not only the original Requester, but others as well. It would be nice if our Technicians could reply to specific Convesations. Right now the Reply Button only includes the text from the original ticket. Also, in the Reply Template there's no option to include the on-going converstion as a Content Variable. So the email that the Requester (or anyone else) receives only has the original text and the reply from the Technician. Build
Different Hours for Saturday
Hi, We have different operational hours to the rest of the week on Saturdays - eg. Mon to Fri 8-5, Saturday 9-12. The Operational hours settings only seem to allow one setting for all days. Is it possible to set a different set of hours for Saturdays? Thanks.
Project Managment with SD
Woudl be great if we can see project management integrated within Service Desk. That feature will make SD a complete solution for any type of enterprise. That is typically the process for any type of software development... Ticket -> Problem -> Change -> Project with hard time lines and WBS. Thanks,
abillity to buy modules
it would be nice if there was the abillity to buy servicedesk plus modules. for instance - change management module.
Order Fields
All the time when I have to select from a list of fields, in reporting for example, they are in some arbitrary order like how they appear on the form. Can we please have an option to order fields alphabetically? It would make finding the right field so much easier and save me so much time.
Problem adding over 25 workstations/servers in asset management in service desk plus
I HAVE SERVICEDESK PLUS with 350 SERVER/WORKSTATION LICENSE WHEN I TRY TO ADD MORE THAN 25 WORKSTATIONS IT DROPS THE LAST WORKSTATION AND WONT LET ME ADD MOVE THAN 25
Asset Field
Dear all, I have several asset with different field. I noticed that in SDP all assets shared the same field. Is it possible to assign different field of asset to different type assets. Example. Type Asset 1. - Name - Location - Serial Number Type Asset 2. - Name - Owner - Color Thanks, Boedy
Documentation of Access Permissions for default roles?
Is there any documentation available for the Access Permissions for the default roles? Unlike with roles that you add yourself, it isn't possible to click on the name of the default roles to see what their access permissions are. The default roles I mean are: AERemoteControl SDAdmin SDChangeManager SDCo-ordinator SDGuest SDReport Also it would be nice to know exactly what each Access Permission does in all of the modules in SDP. Thanks!
IT Service purpose?
What is the purpose of the IT Service field that is used in both Problems and Changes? How does this differ from the Category/Sub Category/Item structure? I'd appreciate if someone could give me an example of how they are used differently. I have also noticed that if I have IT Service set as a required field to close either a Problem or a Change record that when the technician attempts to close that Problem or Change record without IT Service field filled they get an error message that says "Service
Unable to edit one of Business Rules
Dear Support, When i want to edit some condition inside one of my business rule, it show error FAILURE :Error while fetching the Business Rule Details. Please report the problem to the system administrator, with the Error Code - 1,282,270,578,411 The rule that i have set is Level = None then move to one Group. Could you please tell me what was the problem with this rule? Thanks, SOPHAL
User Survey Comments
How do I view the comments that users put in after they complete a survey?
Create a customisable dashboard
It would be great if we could have a customisable dashboard where we could put an array of custom charts that suit our individual reporting needs.
How to delegate a domain user as a technician
Dear all, How can I delegate a domain user as a technician? Thanks. Jonathan.
Feature Request - Add attachment to resolution
Please consider adding the ability to attach files to a resolution. If someone sends me a file that needs to be fixed as an attachment to their request, I should be able to attach the repaired file to the resolution. I know that you can add the resolution as a Solution entry and attach files there, but I would prefer to attach the file to the resolution in case the file is private and shouldn't be accessed by everyone.
Two Problems With 7610/7611
Hi, I have two more problems to report with the latest version of the SD. When I have no browser windows opened, and I open a link to a request eg http://<server>/WorkOrder.do?woMode=viewWO&woID=5195 My browsers are seen to redirect me to here https://<server>/HomePage.do?SkipNV2Filter=true If I open subsequent links I am brought directly to that link without getting directed. Can this please be resolved as it can be tedious having to open the link a second time.. ---- The second issue I notice
multiple assets with different costs
Hello community. I just got stuck while trying to add some products: When I enter the price and other details on the 'vendors'-tab, all information on other products will be overwritten. E.g. let's have a mfp bought at vendor a for 3.000$. Now I add a router bought at vendor b for 250$. After checking the mfp I recognized it also has vendor b and 250$ entered. Same with the scanned assets (PC for example). They all have the latest entered information regardless to which product I entered it. Can
I need a query...
Hi , I need this query : Tikects open in previous moths | Tickets open in actual Month | Tickets open in every day of actual month | For example , that's the table that i needed : Previous Mont | Actual Month | Day 1 | Day 2 | Day 3 | Day 4 | ...... Raised 80 7 4 3 Closed-Resolved 90 9 7 2 Backlog 70
Help with creating reports based on fields
Currently we are using Service Desk to manage request and need to create some requests based on data we've collected in our tickets, something like the below: 1- We have created a location drop down 2- We need reports that: a. Mean Time of time ticket opened – minus time ticket received per month per LOCATION (custom field as per your suggestion) b. Mean Time time ticket closed – time ticket opened per month per level per location (custom c. Mean time time ticket closed
Adding Calculations in a custom report
I have been asked to create a SLA report that calculates the amount of time spent on each request, and how much time over or under the SLA each request was, in addition to the average time spent per request, and the Minimum and Maximum time spent on each request by tech. How can I add calculation to a custom report? I have tried doing this through Crystal Reports but the date/time fileds (i.e.CreatedTIme) display as a large number, not any date/time format I am Familiar with. Anyone have any ideas?
Assets Module - Bar Code Field & In Store w/ Dept Assign
Hi, We'd like a couple of ammendments to the Assets Module if possible: 1. When creating Workstation Reports, you cannot currently select the Bar Code field (You can for Resources). We'd like to produce Asset Acquisition and Disposal reports which will require both Serial Number and Bar Code (our organisations Asset label). 2. Bar Code is not available as a column in the Assets - Workstation List View. This would be handy as we have independent asset labels as physical identifiers. 3. Currently a
Spell Check improvements
HI Everyone, I have two feature requests that might be useful. I've looked and can't find them in the actual service desk application. 1. Spell check as you type. If there's a way to get it to highlight misspelled words similar to how Office Word does. I'm no programmer so I don't know if this is a browser thing more than Service Desk itself. I know Firefox does it using service desk, but the majority of our users still use Internet Explorer. 2. Spell check before the ticket is closed and the resolution
Preventive Maintenance schedule
We would like to see some more advanced calender logic for the Preventive Maintenance schedule. We have some tasks that repeat on say the last Sunday or first Friday of every month or every other month. Since they are based on days of the week and not dates of the month we can't get them added correctly.
Feature enhancement on Holiday Schedule
It would be nice to have more options for Holiday's. Here in the United States we have several holidays that are not on the same date every year. For example Thanksgiving is the 3rd Thursday of November, Labor Day is the 1st Monday of September. Currently we can't add that as a recurring holiday since that date changes every year.
keep getting login page when i change tab servicedeskplus and desktop central
Hi all i sign in to either of these newly installed software packages and i keep getting the sign in page every time i change tab - why is this - i am using IE8 and the software is installed on a 2003 server thanks in advance JH
Sub Groups in Reports
Is there any way to have a report with Sub Groups? For Example, I would like to pull off a report for calls logged against a certain Category. I would then like the same report to group the Category by Sub-Category and then again by Item
FAILURE:Unable to execute report:I/o error writting PNG file
when ever i try to run a new or old report it sgives me an error saying FAILURE :Unable to execute report : I/O error writing PNG file!... please help me out
Add miles
Hi We are now about 30 technicians using Service Desk Plus Each case is an invoice to the customer base. But that function similarly to the time that engineers have done on the matter would need to be able to add mileage and a price on what each costing mil. Is it possible to develop? /iS
Escalations in SD+ 7.6 (7610)
Good day, everyone! Is there any way to do the following: Several Groups of technicians (for example, NetworkEngeneers, Support, SystemAdministrators, DBAdmins), each has it's own "Chief" SLA to be defined: " If resolution time is elapsed then escalate: Enable Level 1 Escalation Escalate to _CHIEF_OF_A_GROUP_ Escalate after nnn minutes " So, when request is assigned to a specific GROUP, and group does not "responds" in specified time THE CHIEF of this group will be notifed.
Scanned Software Serial Number Location in Registry
I would like to be able to tell SDP the registry path for a given piece of scanned software's serial number. For example: SDP scans my domain and finds copies of Software1 installed. I would like to be able to tell SDP that the path for Software1's Serial Number is located under: HKLM\Software\Software1\snSoftware1\key Then, the next time a scan is run, SDP can pull the Serial Number for Software1.
New built in variable for notification engine
Within the notification engine, mainly in reference to the SLA notifications for escalations and first response notifications would it be possible to have a variable that references the currently assigned technician. It seems that it would be useful to be able to send a notification to the technician that their request is about to breech the SLA but as it stands we can only pick a static technician or the TicketOwner (Requester).
Asset scanning status report
I have the following Query report that provides me with the last scan date and scan status of each item in ServiceDesk. What would I need to add, in order to include the Resource State of that PC? This would be very useful for auditing. We use MSSQL. Thanks. select systeminfo.workstationname "Workstation Name", "Model",dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (audithistory.audittime/1000),'1970-01-01 00:00:00')"Last Scanned on", audithistory.auditstatus "Scan status" from audithistory
Hotfix 7611 Released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 7611 SD-30877 : NumberformatException occurred while fetching the memory details of the Linux machine hardware has been fixed. SD-30439 : Unable to scan the Vista / later Operating System installed in non english version has been fixed. Hotfix can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html
Auto-fill requester details
I've looked through every setting I can think of to find where to do this, but how do I configure new requests such that it auto-fills the requester name and department? One of our persistent complaints from requesters is that they'd rather just call us than submit a ticket due to the time it takes, so we're looking to streamline wherever possible. Thanks
SLA Violations
Hi All, Having recently deployed service desk plus to our organisation, all is working as expected but something has been raised about the way that SLA's violate. In our organisation we have a rough 3 tier support layout. For some of our request a flow would be something similar to this: Requester --> Level 1 Support --> Level 2 Support --> Global Team Something that has been raised by several of our support staff is that as the SLA's start running from when a Request is created, and as the timer
Not Importing emails
Hi, SDP is not importing emails since friday night, we have restarted teh service and restarted teh server but it is still not importing. Java.exe is running and a sub routine of ping.exe is starting also and maxing out the cpu, are the two issues releated how can I get the emails imported.
Technician -> Requester SDP 7.6
Hello, Is it possible to "demote" a Technician back to a Requester? If so, how do I do it? I'd like to retain the user's record of ticket management, but remove his rights to work tickets and to free up a Technician license. This question has been asked before (https://forums.manageengine.com/#topic/49000002673963) but no answer was provided. Thanks!
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