Ability to assign scripts to requests
Can you look at an option to assign scripts for Service Desk techicians to use when handling a call please. By this I mean a list of prompts of key things that need to be asked, obtained etc for a call. These will change by the type of request being handled. For us this could go down to ITEM and, or atleast subcategory, and probably should include Request Type. I tried adding a Multiline box to the request template but that only shows a couple of lines of text. Even looked at Tasks and Task templates
Unable to add a previous requestor
I have a requestor that left the company and I deleted her from the requestors list a while ago but now this person is back and I am unable to add her as it is stating that she is already in the system. Here is the error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Please report the problem to the system administrator, with the Error Code - 1,265,656,729,723." Is there another place where I need to delete her so that I can re-add her? Any help would
Helpdesk Error ( Technicians Unable to see New request )
Hi We have installed ServiceDesk Plus Software ver. 7.6. WE have also created few Technicians. But those technician are unable to see the request which is created by other users. Only administrator can see all the requests. I have attached the screen shot of Error. Thanks in Advance.
servicedesk and database
Hi, Is it possible to change database from MySQL to MSSQL and move database to another server that is dedicated for Database?
Upgrade
how i can upgrade from 7.6.0 build 7951 to 7.6.0 build 7603 please your help
Global View Customization
Dear Friends How can we customize the Global View tab? I need to add Group Field in the combo where Priority, Level, Category etc are available as list; to monitor the performance and total tickets of Groups and their technicians. Thanks and Regards Abdul Majid Khan
Technician Roles Enhancement Request - Display Members of Role
Currently using 7509 My enhancement request: Please list the members of a current Role when editing it.. Team of 75 technicians, having to edit each technician to find the 4 that are a member of a certain role isn't a good use of Manager time. Thanks
Service Desk Shutdown
Dear all , I'm using service desk plus version 7602 , i have problem with services desk , sometime it's auto shutdow , this is log when shutdow ..\mysql\bin\mysqld-nt: Normal shutdown ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 182 user: 'root' Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them What
Reply templates
Our default reply template from a request is configured to pick up details from the ticket itself such as Requester Name and Technician. I've based my other reply templates on this same logic but instead get the $Requester and $Technican in the reply rather than the value. Can't the custom templates also pull information from the request?? Jennifer
Costing Report with Sub-categories
Morning all, I have been using the below query to report out a list of all IT/Non-IT assets including the cost. However I need to edit it to show the different sub-categories of assets. Eg. Show whether a workstation is a Laptop or Desktop. Show what is a server, what is a router etc. Then when I export the report to excel, I can filter via category for ease of use. Database is: MySQL Any help appreciated! Query below (Which i grabbed off one of the many reporting threads anyway :) )
Asset reports showing warrany expiration date
Is there a report or can one be made that shows the warranty expiry date for all laptops. The field is in the assets but I don't see a report or custom reports option to show this.
Email messages in the organization
we have been requested to style all System generated email messages in the organization. We are trying to put a background image on all ManageEngine notification templates, but we haven't succeeded yet. Could you please provide me with a method to do that? or is it feasbile in anyway. Thanks in Advance Ali
Help me understand 'onhold' and request due dates
Hi, This is probably a dumb question, but when a technician changes the status of a request from 'open' to 'onhold', what happens to the due date for the request? I was assuming that the 'onhold' status should stop the due date timer, but on the request list view, the 'due by' column appears to show the original due date that would have been calculated (creation date/time + service level duration). Similarly, the 'due date' shown when I view the request is also showing the same date/time and I can't
Report Catalog
Think this got suggested a while back before the forum moved to this new home. Just to collect all the report requests produced into a easy to navigate area. The intention being that anyone looking for a report can look at the ones already available and see if any of them match or come close, sometimes the hardest part of the report is working out how to start it OR finding just one elusive field. If the reports were categorised by the area they cover, like Requests, Asset etc as per the product
Date Time Format in 7.6
Hi All, The date format has reverted back to Long Format in our reports since upgrading to 7.6. I have gone through the manual looking for where the setting is, with no joy. There was a reference to the custom settings on the reports page. This didn't help. If anyone can point me in the right direction. I'm trying to go from long formation to DD/MM/YYYY Cheers John
How to add a shared link ??
I need to know if i can add a shared link on a customized template ??
standard variables in SMS notification
Why can't I add Created Date when configuring the SMS alert template? This is a standard variable, correct? We want to know if there is an issue that becomes high priority after creation, but we'd also like to see the created date to quickly ascertain if this issue is first being reported or was reported previously.
Searching Description and/or Notes
Hi, I feel as though I am missing something obvious and hopefully I am. How do I search for something based on a request description and/or content of a note. I do not wish to create a filter or custom report, just a one-off search. Thanks for the help.
Ability to assign to a Group from the Requests Tab
On the Requests tab where the list of requests is shown the option is present to assign a request or group of them to an individual technician. Can this functionality be enhanced to allow the allocation to a GROUP , GROUP & TECHNICIAN or TECHNICIAN as it can be on the main Request page. This allows the team to move requests en-mass to another team if they need to and saves opening each one just to move it. Any chance it can be done by tomorrow as well please :-) Andy
Known Issues document available on line..
Dear Users, For the convenience of the users, we have published the outstanding known issues in the product as a document in the link below. This link will be updated fortnight or on a weekly basis. http://www.manageengine.com/products/service-desk/known-issues.html These known issues document is segregated based on the modules. Each issue identified with an unique issue id is also marked in a separate column and some of the issues is updated with a tentative time frame of getting fixed in the hotfix.
ServiceDesk Plus 7603 Released
Please find the enhancements and issues fixed in 7603: Enhancements in 7603 (Released on: 29 January, 2010) SDF-21860: Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even through their personalized language is different. NOTE : Default / Custom Reports and Custom filters which uses the status names as
After enabling "auto close request after ... days" the request does not close.
Good day, I've enabled autoclose feature but it doesnt seems to work after updating to 7603 (before that everything was ok). I dont understand how can I troubleshot this. Any suggestions?
Software licenses
When I use orders to buy software, I write software name the way it was written by reseller. After buying a license, I can install software on workstations. But after installing software and scanning a workstation, I can see that software name differs from supplied by reseller. And system shows me that I have license violation. How can I link software-asset license and installed-software license?
Workorderstates.ISoverdue and ISEscalated
Can you advise the correct usage of these flags in reports please. Does ISOVERDUE indicate that the request has breached 1st Response only, or breached 1st Response OR completion date target. What does ISEscalated indicate? I assume the reliable way to confirm that the request has breached SLA completion is just to compare completedtime against DueByTime. Regards, Andy
7603 - Reporting - Loss of Logo
Just upgraded to 7603 from 7602 and looks like the process has turned off the logo at the top of the reports and changed the name displayed top right. Is this fixable without another patch?
When opening a ticket then the wrong ticket opens (always same wrong one)
When opening a ticket that's new, when you click on the link in the list view then it always opens ticket 116 (which is closed). If the ticket was assigned, then it opens normally. Removing part of the URL that opens seems to help (stripping the query string all the way back to the ticket number). This is an issue occurring on Firefox and Chrome, but does not seem to affect IE.
Managing resources (in this case printers)
There's a lot of information I'd like at quick disposal for resources, specifically printer IP, printer general information i.e. the vendors service tag # for the printer, their phone number, typical user setup scenarios i.e. scanning paths, credentials etc. Since ServiceDesk Plus doesn't have any "Free form text areas" I was going to attach .txt documents to the asset with key information; however, from time to time these .txt files will need updating and ServiceDesk Plus is only opening the .txt
Assigned to Technician notification not going to everyone
We recently upgraded to 7.6.0 Build 7602, and several technicians are reporting that they are not receiving a notification when a ticket is assigned to them. As I am receiving notifications, and have verified that this option is selected in the Notification Rules, I'm unsure what to do to correct this issue.
AD authentication
Hi, I want to enable Active directory authentication, Service Desk 7.6.0 build 7603 installed on Windows 2008 R2 whereas Domain controller is Windows 2003. I have imported all requester from Active Directory, but when i try to enable AD authentication it give an error "FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the Public Domains" can any one help on this thanks.
Select contact in request
Hi, is possible for the user account see and select their contacts when make new request. Thanks Regads
Unable to start Service through services
Hi, when i am trying to start servicedesk service through services.msc.i m receiving "unable to start service" errror,now i am running through command prompt(run.bat).please find the wrraperlog details. min java heap size=512 max java heap size=2048 system config: 4 gb ram Regards, Uthanda
sdp enhancements before 8.0
Dear support team, is 7.6 the last version before 8.0 ? no 7.7 or 7.8 ? so what else enhancements will be added (or planned) in other 7.6 hotfixes till 8.0? would you please list some of them here ?
Manage Engine ServerDesk Plus (Email Fetching Error)
Hi we have installed Manage Engine ServerDesk Plus 7.6.0 we are getting the following error while E-mail fetching.can you please Help. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Thanks in Advance
Migration from SCP to SDP
Hello! We are using Support Center Plus (build 7510) now, and would like to migrate to Service Desk plus application. Please, advise how to achieve this? Firstly, we would like to migrate our existing tickets to Service Desk Plus. Is it possible? thanks, Alex
Need to be SDAdmin to create Custom View or View Reports
Hi, We have found that you need to have the role of SDAdmin in order to create Custom Views or view Reports. If you do not have the SDAdmin role an error will be thrown when saving the Custom View and when viewing a report. Steps (without the SDAdmin role): - Create custom view button - enter filter details - save - error Or - Reports tab - select report - error I know this is not environment specific as we have tried IE7, IE8, Safari, and Firefox on Windows and Mac machines.
Variables in Survey Text
What variables are available to use in the body of the e-mail that is sent to recipients of a survey request. The default template only has $REQUESTERNAME $SURVEYLINK Ideally we'd like the $TITLE in there so they remember what the survey will be about, and possibly the Start date. Regards, Andy
Asset/Purchase Order Question
I have entered a Purchase Order for a new laptop. The laptop has come in and it is now showing up under the assets. How can I associate the Purchase Order with the Asset and carry over all of the costs? I went to "Actions" and "Attach Asset" but it did not carry over any of the costs.
servicdesk email links
the email link in the helpdesk request does not go directly to the helpdesk case. takes you to the homepage instead of the case - this has been happending since we upgrded to 7602 the link in the display of the email looks accurate but when you look at the source code of the email it shows something else. correct link - http://rmphelpdesk/WorkOrder.do?woMode=viewWO&woID=16113 source link - http://RMPHelpdesk/WorkOrder.do?woMode=viewWO&woID=16113 - this one takes you to the homepage..
Report request please! - Requests not updated for 8 hours
My SQL query skills are not great and therefore I'm wondering if someone can help with the report below. I need to create a ServiceDesk report to report on all open requets that are allocated to a group and technician, but have had no updates for the past 8 hours. The report results need to be grouped by 'group'. Any help would be much appreciated. Thanks,
Technician not appearing as requester
Hi there - Ever since we upgraded to build 7018, none of the technicians appear as a requestor in the list... This is handy, as for example i raise calls in my name for my team for jobs I want them to do for me. Also another minor issue in that before we used to start to type a requesters name in and servicedesk would bring down the drop down box for us to click on the name, which would then populate the fields. This no longer populates the fields, we have to click in the directory and search that
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