Printer Supply Query
Is it possible to run a Query that can show the levels of supplies? Or perhaps to also include a limiter as to showing all below a certain level remaining?
First Response SLA
Under criteria, there should be an item named [ALL]... Selecting this would apply the SLA to ALL service requests regardless of the other criteria set. Without this functionality, any changes to other criteria items will require me to manually change the SLA to cover the new changes. Additionally, we should have the option to not require the resolution time, as SLAs that require expedient response time only don't necessarily require that the resolution time be set.
can you back up configuration separately from data?
I want to configure 7.6 SD+ on a test box with fake tickets. When I am done, I would like to transfer the configuration (business rules, templates, etc) to the live box with real tickets. Any way to do this?
Quicker way to mark a request as "resolved"?
We love the feature where a "resolved" ticket automatically emails the requester and asks them to close it. However, there isn't a quick "resolve" button like there is for "close". It seems you have to click edit > select "resolved" from the status field > click update request. Is there a quicker way? Jim Goings Webtrends 7.5.0 Build 7514
7.6 Mobile Client and LDAP
We are unable to login to the mobile client using LDAP authintication. It asks for a domain and the only choice is WORKGROUP.
Refresh interval on Requests Page
since the upgrade to the new hotfix, the "Refresh interval" for the administrator's "Pending Requests" page has disappeared. Is there a way to bring this back, or access it via another means? it has defaulted to a refresh of "never", which is a big issue for us as we manually assign tickets as they come in.
Possible to see email headers within servicedesk?
We just "migrated" from our old helpdesk system to ServiceDesk this week. One of the major concerns we have is that we can't see the email headers on incoming emails and replies. Is it possible at all? We have two issues that make us want to see the headers: 1) We are troubleshooting why some requests aren't getting auto-assigned to a group, but without seeing the headers, this is difficult. 2) It would be nice to see who was cc'd on incoming requests and be able to respond to them. Jim 7.5.0 Build
Resend Request for approval in Change Module
Need the ability to resend a request for approval in the Change Module to just one cab member. Reason could be if the individule lost or accidently deleted the email request and needs it resent to be able to give approval.
Change Status change automaticly when change is approved or closed
Change Status should change automaticly when change is approved or closed versus having to go in and change the status.
SD+ 7.6 IT Services List
Hi, I noticed in SD+ 7.6 Profesional that there is a possibilty to add IT Services to a list in the Admin tab. What is the purpose of this list cause I can't figure out where it could be used? Am I missing something? Thanks. Kind regards, Waldo
Reporting
Hello, Can someone tell me how to show the report criteria on the reports, i.e. the dates and technician i have ran the report for? thanks andy
7.6 Release
Since I am being asked by my manager (over and over again), I will ask you guys again. What is the status on the 7.6 release? This is truly becoming a joke at this point guys.
Comments over SDP 7.6 beta
Users, Please use this topic to post your comments over SDP 7.6 beta. Related topic on 7.6 beta and release delay is : http://forums.manageengine.com/?ftid=49000002677413 regards, Uma.. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
ability to view description of fields in the request view.
Need to have the ability to view the descriptions of the fields and their choices in the request. An example would be with the urgency, there are choices, but everyone may not know the description for these. Could use the ability for people to be able to see those. Posibility would be to put like a Question Mark (?) beside the field that if clicked on would open a window with the description of the field and its choices. Same would be true for additional fields that we create ourselves, would be
Need ability to set the approval standards for all Change Types
Need ability to set the approval standards for all Change Types. We do not want the system to approve any Changes. We either ned the ability to change the standards for all Change types or the ability to disable or delete the "Standard" Change type.
automatically notify group of users when creating problem/change is created on a specific item
We need to automatically notify a group of people (technicians AND non-technicians) when a problem and/or a change is being created for a specific item. Therefore it should be possible to define a group of people/contacts per item. Any help is very appreciated. Marc
Requests Merged
One of my technicians merged several requests and now we cannot find them. I created a "Problem" and want to associate those tickets but I've tried running reports using the created date but haven't come up with anything that shows what was merged. Is there anyway to see a history of what was done on a specific day? Thanks for any help you can provide.
Issue with authentication in build 7514
We have come across an issue with authentication since upgrading to 7514. Our domain has both a domain name (companyname.com) and a netbios name (companyname_nt) Previously users could authenticate and it would log them on regardless as it would resolve the user against either name. All of the requesters that are in the system, have the netbios name as their domain name. It appears now that if a user logs on with pass through authentication, it uses the netbios name and everything is fine. However
Sudden and permanent loss of availability to Service Desk webpages
Techs with Windows 7+IE8 all lost connectivity to the Service Desk webpages. Only a blank page is displayed. If IE settings are altered to always prompt for username and password on the intranet zone (where the service is located) they are being presented the normal login dialog but a successful authentication results in a blank page. Windows 7+IE8 still worked ok a few days ago. Same users using Firefox or an Windows XP computer can log on successfully and get the servicedesk pages displaying normally.
Requestor ability to view all requests
Is there a way to allow a requestor to view all requests? They don't need the ability to modify anything, also this doesn't need to be password protected.
Recording monthly leasing costs in Asset Management.
In the SDP Asset Module, I can check whether an asset is leased or purchased and record the cost of the purchase. Is there any place I can record the ongoing monthly leasing costs on large items such as copiers? Thank you, Don
Port number?
Hi! If i wont to do a networkscan in SD+, wich port do i need to open if i dont wont to dissable the Windows firewall? Thanks!
Out Of Office
How can I stop ServiceDesk from creating new requests when it receives and Out Of Office reply? Right now if a user creates a ticket and has Out Of Office enabled when I reply through the system it creates a new request ticket when their Out Of Office response is received. Any Ideas?
Update to 7514 - Can't change request status
Hi, I updated ServiceDesk from7503 to 7514 this morning, and now it seems we can't change request status. I tried 3 different ways (clicking on status in the request, clicking on edit in the request, and the resolution tab) but it still doesn't work. Everything else can be change as usual, the only thing we can't update is the status, and it's a bit critical since we can't close them (resolve them in fact, we use a custom Resolved status on most of our tickets) The problem affects new tickets (7514)
Assistance with a report - time elapsed from created to resolved
I am a new Service Desk Plus Customer and any help that could be provided would be greatly appreciated. I would like to generate report the calculates the amount of time in business hours has elapsed from the time the request was created till it was resolved. In the report I would like to see Request ID, Priority, Requester, Subject, Description, Created Date&time, Resolved Date&time, business time elapsed, I am using mysql. Thanks, Matt Williams
Multiple departments using SD+ on single database.
I have other departments in my company who wish to use the SD, but because they want several different fields on the form, it is becoming messy to manage. I have managed to develop something that works for IT and 1 other department, however now others want in and this is going to really mess things up. Is there any way SD+ can cater for more than one department using different portals, forms, etc.... but use the same engine and database? Thanks.
Contracts Module - Expiry Notifications
I use SD+ to store details of all my maintenance contracts and hardware warranties and find the email notifications that contracts are about to expire to be very useful. What I don't like is that it is only possible to raise expiry notifications by email to SD+ Technicians. Given that some contracts have a life of 3 years, it is very possible that the technician nominated to receive the notification will have left the company by then. I have tried to set up a generic technician without SD+ login
SD+ Scheduled Backup - UNC Path
Hi Wondering if anybody runs their scheduled backups to a remote UNC path? If so, how do you authenticate to the remote server? Do you run the SD+ service as a domain user? Any ideas appreciated. Thanks. Dave
very large log files
Hi support team After SDP 7.0 running for 6 months or so, we found quite a lot log files under \ServiceDesk\server\default\log\, over 2.5G and most of them are 9MB each, is there a way to reduce logs in SDP? please help , thanks.
Changing request template removes entered data
Hi, Has anyone else noticed that when the request template is changed that the data entered for the request is removed? Example: select new request select a requester Change Template from drop down Template changes and details disappearI understand that some templates require different fields and default values, but shouldn't some info be retained, such as the actual requester? Thanks.
Deletion of Administrator built-in account
Hello dear Forumists, I deleted the generic account called Administrator in order to recycle one licence. I 've tried to add another technician and thisd is not possible anymore!!! No warning messages, nothing! Do you have any idea why is hapeninng this? What could I do in order to have the other technician created? Many thanks,
How can I automatically ask for the approval of a request?
Hi, Is there a way to configure SD to automatically ask for the approval of a request based on the catagory? Or the technician has to request it manually? BR, JDR
Improved Backup
Currently, SDP only supports full data backup on the data and configurations on a single backup file. We would like to request that configurations have a separate backup with data backup. This way we can revert back to previous configurations by restoring through the backup without experiencing the hassle of also restoring your set of tickets of a previous date and losing everything from date of backup to present. Example scenario is when you are tuning the configurations within SDP. You would
Mail Fetch won't start after server outage
Have noticed after a recent outage that servicedesk isn't fetching the mail. All looks ok, but when I stop fetching and 're-type' in the username and password I receive the message - FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. The username and pw are correct. I've even reset the pw to make sure. After the above message I can still click on Fetch Mail and all looks fine
Deleting software assets
Why do some software that has no installations not delete? We have tried moving type from managed to unidentified and it still will not delete. Some will, some won't. What needs to be done to delete?
Automatic new user creation from the incoming emails
Dear, Could you please give us an instruction how to turn off the automatic user creation based on receiving of email? Ideally SD has to send an automatic response to user that such user email address is not registered in SD and appropriate incident was not created. i.e this message should be configured through template. Best Regards, Vladyslav
Is there a way to track Feature ID's and Request ID's given from SDP Employee's
Is there a way to track Feature ID's given from SDP Employee's. I keep getting these but do not know how I can track what the status of them are. We would like to know what the status of the ones we have been given are. Also is there a way to track Request ID's.
Newly emailed requests coming in as "Unassigned"
Just upgraded to the latest version of ServiceDesk plus. For some reason now, all emailed requests come in as unassigned, and aren't put in the General Category. As a result I don't get an email alert, nor are they added to my queue. Where can I change this setting? - Eric
when you click on a change sometimes a different change is brought up
Sometimes but not all the time, whenyou click on a Change in the Change Tab, that is not the Change that gets opened. Sometimes if you reorder the changes and try again the right one gets opened but not all the time. Sometimes you have to exit ServiceDesk all together before it fixes itself.
java.exe using 90-98% of CPU
Hi there, Since the latest build of SDP I have been experiencing issues with performance and mail fetching on SDP. I migrated everything to a new server with entirely fresh install but it has returned. I updated java and still no luck. Now my system has stopped fetching mail. I run on Windows 2008 with TREND officescan AV, and the system is literally clean as can be. DB is only about 100mb so it cant be that. When mail fetching is stopped the system performance returns to normal. Please help.
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