How to install ServiceDesk database
I have downloaded the free version of ServiceDesk and I am evaluating it with the intention of buying the pro version. My question is: are there database tables I need to set up on my local server. This question is important to me, because I would like to run this product with an Oracle database at the backend. For the evaluation version, I would like to at least set up a Mysql database. Is it possible to run the product this way? I think this product looks great at this point, and I really would
Log in question
First of all, I am extremely new to ServiceDesk Plus. The only training I have been given is what is available online, and I am now an administrator! Here is my question: When a user browses to the HelpDesk application, they must select one of four databases, or "Local Authentication." I would like to configure this so that only our default db is listed in the "Log on to" box. (Currently, it says "-- Choose --".) I am sure this is some setting somewhere, but can't find the option. Thanks for
Adding a virtual folder to the web root
Hello, we're running ServiceDesk 7.6.0 here, and it's on the default port 80 (http://servicedesk/) We also have WSUS running on this server (on a different port) but one thing it does need is a virtual folder on the default port 80 called "SelfUpdate" pointing to some update files at C:Program FilesUe ServicesSelfupdate. How can I add a virtual link to the webserver that SD uses? Thanks, Mark.
Problems to restore Backup from 7608
Hello , I have huge problems to restore backup from 7608? My Servicedesk Installation build is the current 7.6.11 And my backup is from 7.6.8. When I'm trying to restore the backup its seems ok for 10 min and after that the black window just closes Do you have any ideas what i can do? BR /Hasan
SD-24467 - Technician details lost on Group EDIT REQUEST
Just been testing the fix in 7604 listed above. From what I can see the headline issue of details being lost when the EDIT REQUEST button is used is resolved. However that sort of uncovers a flaw as far as I can see it - that of in appropriate settings being left on requests. The page only has options for 'LEAVE AS IS' and then specific named items for SITE, GROUP & TECHNICIAN So with a request that is configured as SITE: OFFICE A GROUP: SUPPORT TECH: JOHN You go to EDIT REQUEST and select SITE:
Add to Outlook Calendar
When adding a note it would be great to have a "call back time" field where you enter a time and date that you plan on calling the user back. (Same as the Executed Time in the Add Work Log) Then when you save the note the software will put an appointment on the users Outlook Calendar. Additionally, if you click the "Show this note to Requester also" button it would send the appointment request to the Requester as well. If it would be easier to add this functionality to the workflow instead of
Time report by site or by account . . .
I can't seem to get this function, i want to be able to do a Time Spent Report by account or site, it seems weird that this would not be available. Does anyone know of anyway in which i can get a report based on sites, or account which will shows individual technician times spent within that account or site within a defined period? Thanks, Tralisk
Requesters question
Hello, In our company we have superusers who are placing the request at the helpdesk for the user. Example John will call the helpdesk and ask for a technicien to go see Mary who is having problem with her laptop. Since there is only one requester field, how could I setup servicedesk+ to notify both user by email when the incident is opened?
Variable work hours
Hi! Before creating a new topic with the same question, I did a search on the issue I have https://forums.manageengine.com/topic/operational-hours https://forums.manageengine.com/topic/variable-operational-hours-on-working-days https://forums.manageengine.com/topic/different-hours-for-saturday https://forums.manageengine.com/topic/work-with-two-different-operational-hours https://forums.manageengine.com/topic/variable-operational-hours-for-weekend-help-desk-working-days https://forums.manageengine.com/topic/variable-operational-hours-for-help-desk-during-weekend-work-days
Is there a way to retrieve versioninfo for ServiceDesk Plus from the ServiceDesk Plus database?
Hi, We are having issues with our ServiceDesk Plus installation while trying to upgrade it. Unfortunately, the upgrade failed and we seem to be unable to restore the ServiceDesk Plus installation from a VMware snapshot that was taken just before the upgrade (we get a 404 error in Apache). We do not know which version of ServiceDesk Plus was installed at the moment we did the upgrade and were told that not all versions will work with all database versions. Is there a way to retrieve the version information
Is there a way to disable cases re-opening when a user replies to a Closed request?
Is there a way to disable cases re-opening when a user replies to a Closed request? This throws off our reporting greatly, and I'd like to disable this feature of re-opening when a user replies. We get alot of THANK YOU'S in Replies, etc. and there is no reason to re-open the cases for this. I would be fine with an option that generates a new case, I see this option in the Self Service Portal section and have disabled re-opening there and generating a new case there.
Clearing out Incidents from Database
Hi Guys We are just about to move our service desk plus environment from final testing into production. Is it possible to clean out all the test incidents from the database without deleting any configuration information of the application ie Email configs, rules groups etc etc. Cheers Dan
Disable group notification if a technician is assigned to the ticket?
Please add the feature to disable group notification if a technician is assigned to the ticket.
Technician Leave and SLA Violation
Hi, We have had a few cases where technicians have placed themselves on leave within the Scheduler system but requests will still violate their SLA against this technician. After some digging into the system it appears that the leave system actually does nothing if you are not using the auto-assignment system. Is there any way to have an option that SLA's will not be violated if a technician is on leave. Regards, Blake
Disable automatic e-mail -> ticket convert
Hi all! Accordingly FAQ http://www.manageengine.com/products/service-desk/faq.html#RequestCreation3 all e-mail without tracking number converts to ticket. How disable this feature ? But SDP must continue fetch e-mail... Thanks in advance.
Project Management
Hi, I would like to know How can I integrate our projects and consultaion service into Service Desk Plus?We have to manage Help Desk (Service Request and process),Asset Management,Projects and Consultation under one software. Regards, Nelgin
Merging requesters and linking requests
I wonder if someone can help me. It would seem on our system our domain(AD) has been added twice, once with the full domain name and once with the netbios/shorterned domain name e.g. a typical requester will appear linked to uk.domain.name as well as just uk. We want to merge these two so we only have the single requester but we also want the requests that may of been logged under the one we're getting rid of to be linked to their name sake under the other. Is this possible - as we do not want duplicates
Archive old users?
Is there a way to archive users that are no longer needed? We have some users that have left the company, so I'd like to clean up the Requester List. I don't want to delete them because I'd like to keep their name on old requests, but I was wondering if there was a way to "hide" them or archive them from the Requester List. Thanks!
ServiceDesk Remote Control?
Hello, Could I get a explanation on how the Remote Control works in ServiceDesk Plus? I have sucessfully connected to a user's workstation, however it was disconnected after couple of seconds. My second attempt has never worked. I'm always stuck on "Installing Agent Controller...." followed by an error message of "FAILURE:User failed to authenticate your connect". Are there any specific settings must be enabled on user's workstation? We are on server 2003 DC. Thanks, TT
Service Desk Free version and Opmanager
Hi I recently loaded ServiceDesk and was trying to build up an IT Asset Register on my predominantly Windows network. It picks the printers, desktops and servers but doesnt pick anything except the IP address of my Centos 5 server. Isnt it meant to be heterogeneous or is there a separate plugin for Linux? Regards Isaac
Roles problem
I set two roles. 1: Assets: View and Technician allowed to view All 2: Assets: View, Add, Edit All in associated sites I added both roles one Technician. But he sees only his own side of assets.
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
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