TicketOwner?
In SLAs there is a TicketOwner$ option, is that the requester or the technician?
Can't deactivate Categories in SD Configuration Wizard
I am trying to deactivate categories in Sd but not delete them. I was previously able to do this but can't now. i am currently on SD version 7608. Is this changed from 7600?
V8 Beta Template Question
Hi All, I'm currently trialling the new V8 beta which seems to be really good. However, I'm trying to find a way to change the SLA violation templates and after much searching, I can't seem to track them down. Can someone point me in the right direction? Thanks a lot, Scravid.
Addition of an "Interested Party" field
Hello all, My organization has been using ServiceDesk for quite a few years, but would like to see another field implemented. A few other applications we use in our IT department use an "interested party" feature in their help desk tickets. What this basically consists of is an ability to add any user (even outside of any department) who would like to see the status and progress of a ticket. Usually this is simply done by inserting the user's name and/or e-mail and sending them a copy of any
"Ordered" status in ServiceDesk Purchase Orders
After a PO has been approved, it would be great if an additonal status of "Ordered" or "Items Ordered" were available. I do POs a couple of hours per week, with the rest of the time spend on other tasks. We have enough volume now that it sometimes gets confusing which POs have been approved (with the order placed to the vendor and waiting for receipt); and which PO has been approved by my supervisor but is waiting for me to actually send out the order to the vendor. Any help would be appreciated!
Question on setup: two teams using one Service Desk
We would like to use Service desk to handle our tickets for both the IT team and the Facilities team using the same installation of Service desk. What is the best way to do this? Currently we have email accounts set up for the individual departments (IT and Facilities) that forward to a single account that is picked up by Service desk. These emails then need to be sorted and assigned somehow. Is there a better way to do this? Can Service desk be configured with the ability to pick up from two separate email
How to make logon screen default to given Domain Name
How do you set the logon Domain Name default on the users homepage? Can this be set on the link given to the users or another may.
SDP: Is it possible to back out hot fixes?
Hello, I'm developing my plan for applying the 7610 hot fix to SDP. Part of my planning is developing the backout plan should something go wrong. So my question is whether it is possible to back out a hotfix after it has been applied. If this is possible, what is the method? Thanks!
Two problems with Scheduler / Tasks
Hi, We use SD Plus 7605 and have started using the scheduler. There are two problems with it which we would like fixed in the next service pack. 1) In Home -> Scheduler Task shows up for technicians on the scheduled "end date", not scheduled "start date". I think the tasks should either a) Appear on the tasks scheduled "start date", or b) Preferably have some sort of visualization to show them extending from the "start date" to the "finish date" 2) When opening Tasks of mine from the Scheduler, then
Knowledgebase requires login?
Why does the knowledgebase/solutions require that a user have an account and the ability to log in? Solutions should be open to the public, easy to get to and be the first line of defense for the help desk. It empowers users to fix thier own issues and not tie up support engineers on routine calls. So, why does the KB/Support area of ServiceDesk plus require that a user be a valid user with a login in SD+ before they can view? Or am I missing something here?
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it.
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it, I can't find any way to fix this. any ideas??
Technicians
I am unable to add a new technician. I have a license for 5 technicians, created 3 (not counting the built-in administrator account), yet the license info tells me that I am using 5 technicians already. Previously created technicians got deleted a while a go. Does this got enything to do with it?
Having problem with templates
I'm using Firefox 3.6.6 and have been since I first started using ServiceDesk. I just recently upgraded from our outdated 7.5 build to the latest that I found on the website of 7.6.0 build 7608. When I try to enter a new request, everything appears to work until I get to the "Add Request" button at the bottom of the page. "Reset" works, and "Cancel" works, but "Add Request" just depresses and then returns to normal. The only way I have of entering requests is via email. I have also tried Internet
Reports for Users
I was would like to know if it is possible for users to see the reports and use them? If so, could someone let me know. If users cannot see and use reports, why not? Thank you.
Configuring Service Levels
I suspect this is going to be a feature request, but thought I'd ask first if anyone has suggestions on how to achieve my aim with SLA's We have legacy SLA's with the business based on specific items of work and whether the work is for an Incident or a Service Request. For instance a failure of Microsoft Excel may have a 4 hr SLA, but the Service Request to install it will have a 3 day SLA. I want to minimise the number of categories/sub categories and items, so would expect to have just APPLICATIONS/SOFTWARE/MICROSOFT
Page layout broken after adding a new Item
We use ServiceDesk Plus 7.6 Build 7608. After adding a new Item to a sub-category (under Admin > Categories), the whole page layout is "broken". The page affected is CategoryDef.do. This is only a minor issue , because the Item is being correctly added to the sub-category. Also it does only affect the case when adding a NEW Item (not editing). A page refresh will bring back the normal layout...
Version 7609 Enhancement # SD-23982
I updated to 7609 and I noticed the CC option when creating a request. How do I customize this? In the "README" it mention "This will be set through webform / api / email parser." Not sure what that means. I cannot find anything under the Admin tab to customize this.
Task Help
Does anyone know if there is a way to have tasks auto populate with tasks that are assigned to a person? If I click on a request and there is a task tab it shows the people who have been assigned tasks but I also want those to show up on the users home page task area. Is that possible? If not can you add that feature, it would be nice for a user to be able to go to their home page and see all that they need to get done for the day.
Removing a workstation in AD do not delete it in ServiceDesk
We are trying to setup ServiceDesk plus 7.6.0 Build 7608 to be used as asset management tool. A few questions have come up: Synchronization with AD: Removing a workstation in AD do not delete it in ServiceDesk, is it possible to achieve that? Likewise renaming a workstation seems to pass unnoticed by SD?
HTTP Status 500 When creating a custom view filter
I'm am an admin within our system, but, beginning today, I am getting a status 500 error (screenshot attached) when trying to create a custom view filter. I have tried this in IE and Firefox, cleared cache and cookies in each of those browsers and am still getting the error. I have had no problems with these filters for the past 3 weeks when we began using them. There have been no updates done to our system since yesterday. We are are running version 7.6.0 Build 7608
Tasks Workflow
Good Morning, I'd like to know if it's possible to create a request template, with several tasks, linked between them, but not visible till the previous one is closed? For exemple, there's a request template named "New user", with 3 tasks. Each one belongs to a specific support group: 1. Give an user id - for the Helpdesk 2. Create the user into the Active Directory - for the level 2 support 3. Send an email to the user's supervisor, with the userid and his password - for the communication team
List-Search in the view Workstations > SiteNotKnown does not work
On the page... /WorkstationListViewForGraph.do?criteria=SiteNotKnown when clicking the search icon in the list (magnifying glass) and searching for any field value, one gets redirected to the page... /WorkstationListViewAction.do and the search results are not being applied/displayed.
How to Rebrand and use company logos
I understand your supposed to go into the xml file to rebrand the name. I did so and nothing changed at all. Also I cant figure out where to go to add my company logo instead of the service desk one. Do I need to go into the CSS sheet and enter in my image?
Hotfix 7610 released
Dear Users, Hotfix over 7600 has been released, Please refer to the announcement post for more details about the list of issues getting fixed in it. https://forums.manageengine.com/#Topic/49000004183276 Regards, Srikrishnan ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
URGENT!!! Bug in new version of service desk 7.6
hi there, i wanted to install new version of Manage Engine Service Desk v7.6 on Windows Server 2003... i ve prepeared an OS for it.. installed MSSQL 2005 as well and when i finished installing new version of service desk, there occured next problem: window appears of service desk, its like initializiing server, and suddenly closes window. then again, begining initializing and closing window... in task manager i saw that java process is consuming a huge amount of memory, is there any patch
Self Service Portal – Questioner
Hi Can I put a pre-defined Questioner template that the user can answer it, and then this questioner is automatically opened as a ticket? how can I do it?
SD+ 7.6 - SP 0.1.0 - All users unable to log in.
When attempting to log in to SD+, I get the following message: Username or Password is incorrect on the login screen. On further review of ..\server\default\log\serverout0.txt, I see the following lines repeatedly for each login attempt, regardless of user: [17:31:23:712]|[07-27-2010]|[com.adventnet.authentication.PAM]|[WARNING]|[21]|: FailedLoginException occured with message : Exception while retrieving user account| [17:31:23:712]|[07-27-2010]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[21]|:
Capture company name from requester email address for report
Hi there, The requester column in the request report captures the name of the requester using the email address. It only captures the person's name, not the company name i.e. @......... Is there a way to capture this information? Any suggestions...
Time Zone (GMT-04:30) Caracas not found in SD+ 7.6
We are testing the demo version of SD+ 7.6.0 Buil 7608 to replace our current support system of our company. We found this problem with time zone: The time zone "(GMT-04: 30) Caracas" for Venezuela is not available in the web application. They can help us solve this problem? See attached image... Thanks.
cannot select workstations
When looking at the list of workstation's that have failed to scan I cannot see a check-box where I can select individual workstation's. Although at the top of the list there are buttons such as delete, scan now and credentials. I can click on each workstation but that only opens up the properties for that workstation. in other words I am missing the check-box's along the left hand side. thanks J
Archiving Data?
Good morning, Is there any easy way at the moment of creating an archive of old data? We have been using the software for about 7 months now and I'm looking at how we can archive off some of the data to improve the response on the system as if you are viewing or queering the full table it takes a while to bring the information up? If this is not on the wish list can it be added as the more use of the system the bigger the files become which has already started to cause a slow down? Thanks
Master-Slave Function for Issues
Is there a possibility to create master-slave issues? Or o create a Sub Issue from a Main Issue?
Can external actions be initiated via SD+ events?
We have a need for SD+ incoming tickets from a particular category or queue to initiate outside events that will eventually result in outside interfacing with the MySQL database on the backend. We have a developers bug tracking database that currently requires too much duplication of effort/manpower when someone submits a bug request through SD+, and we have to duplicate some of the effort in this entry into another database. Right now, the scope of external events seems to be the generation of a
Default Request Template Manditory Fields
I want to be able to make anything I want a required field in the default template. I want to be able to make Subject, Description, Asset, Site, whatever a required field. In 7404 the subject was a required field. I saw in the 7405 notes that a listed fix was "SD-14185 � Description field cannot be made as mandatory field in request template." I installed the hot fix and now not only is the description not able to be made into a manditory field (it couldn't before the fix anyway), but not the subject
Request Type Field
Somehow from 7/25/10 around midnight I know longer have the Request Type field as an option. All of my forms are missing this field and you cannot add it when creating a new forms, it's not in the add fields list. The previous tickets do not show the field either but I have the email alerts when the tickets were created over the weekend and they have the request type entered. If I create a report the request type is not listed. It seems this field has disapeared frm displaying but the data is
Reports and Dashboards
I would like to see dashboards and standard reports that follow HDI industry recommendations for metrics and KPI's built into SD+. i.e. First Call/Contact Resolution, requests/ticket aging reports, etc. Thank you Bonnie
UX improvement in adding item to the inventory
UX improvement in adding item to the inventory
Robo Technician
The Robo Technician feature in the V7 demo is very interesting. Could save us much time. There is one aspect of this though that I cannot get my head around: If a requester is needs their Active Directory password reset then how do they - make a request via Servicedesk or email - receive the new password via Servicedesk or email ...when both of those services are accessed via their AD account ??? I'm missing something but not sure what....
installing Manage engine Service Desk 7.6
hello everyone, i had a manage engine service desk 7.5 installed on windows 2003 server. i decided to configure on a new server (Windows 2008 or 2008 R2 server) Manage Engine 7.6 version... my questions is next: 1. how compatible is Manage Engine Service Desk 7.6 with Windows server 2008 / 2008 R2. i was watching online tutorials and in requirements page there is only XP and 2003 server. 2. can i export those data which were entered on 7.5 to 7.6?
SQL Query and group by
Hi, I was wondering how to group the report data under group headings like we get by using - "Step3 - Select a column to group by", when using SQL query instead of report creation wizard. We are using SDP version 7509 with MySQL DB My SQL query looks something like: SELECT aaov.NAME "Site",workstation.WORKSTATIONNAME "Workstation",resource.ASSETTAG "Resource Tag",resource.SERIALNO "Serial Number",LONGTODATE(resource.ACQUISITIONDATE) "Acquisition Date",product.COMPONENTNAME "Product" FROM SystemInfo
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