Mimimum Rights for asset scans and import from AD
Hi, I need to ask what is the minimum user rights needed for the credentails that is used for asset scan and AD import and Sync. becaseu some customer does not want to use domain admin rights. also I need to as if the username/password information is stored encrypted in the database or in plain text My best regrads
ServiceDesk Plus 9003 Released
Dear Users, SDP 9003 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9003 SD-46182 : Site Restricted technician have no option to edit/delete his own report. SD-52754 : Service Category configured in default template not get updated when request added through Quick Create/Email. SD-53480 : When a request is created using servlet API, the provided template is not set in the request created. SD-54064 :
Additonal fields
under the administration tab i see that its possible to create additional fields in the users section. is it possible to create additional fields under the helpdesk menu as well? I would like to add a field that is called "root cause" which would be a drop down list of various causes defined by our business groups. we are currently on version 8.2.0 build 8212 if this is not possible on our version, but is on version 9 please also let us know so that we can move forward with the upgrade. Thank you
ServiceDesk agent info
We recently have installed ServiceDesk Pro i believe, the agent is being pushed out via group policy to all machines within out domain. All or most Windows 7 machines will show up and i can get all hardware and software info. Windows XP machines are a different story.....nothing will show. Guess what i need to know is what services need to be enabled through GP and or is there a different approach i should be taking? Our server side is running version 8.2.0 Build 8217 Thanks for the help
CAL licensing
How is CAL licensing handled? We would like to track out Exchange CAL licensing. I have created a license and selected the CAL license type using the per mailbox option. How do we attach the CAL to a mailbox in the Exchange server? We would like to track the number of CAL's versus the number of mailboxes existing on the Excahnge server to insure we are within licensing compliance. We also would like to track CAL licensing for SQL server, Windows server, Lync Server, and SharePoint.
Task order
Good Day! I want to see all closed tasks in the bottom of the task list. But when i choose "sort tasks by status" task order column goes crazy. Is it possible to sort "task order" ascending when i choose "sort tasks by status"? As of now it is sorted by task ID.
Pass-Through Authentication Enabled but Users Are Sent to Login Page
Good day, I've recently enabled AD Pass-Through Authentication on my SD+ test instance and am running into a strange issue. After running the script to create the new computer account in our AD, the settings saved successfully. However, when a user tries to go the to SD+ test environment (sdtest02), they are redirected to the login page with the following address: http://sdtest02/HomePage.do?SkipNV2Filter=true It would appear that the NTLM V2 authentication is failing, but when I look in the SSO
Service Catalog IE11
Hi, I'm using service desk plus 8.2 and when i will update a task in the service catalogue it's not working. When i click on save nothing happened. I have make the modification with IE9 and it's work fine. So is there any know issue about IE11?
How set "startTime" when adding worklog through REST API?
Hi I can´t seem to figure out how to set "startTime"(and "endTime") when adding a worklog through REST API. This is the INPUT_DATA: <Operation><Details><Worklogs><Worklog><parameter><name>startTime</name><value>1394460603088</value></parameter><parameter><name>description</name><value>Rebooted computer</value></parameter><parameter><name>technician</name><value>Stern Howard</value></parameter><parameter><name>workMinutes</name><value>1</value></parameter><parameter><name>workHours</name><value>0</value></parameter></Worklog></Worklogs></Details></Operation>
Backup Loops After Upgrade to SerivceDeskPlus 9
Right after upgrading to release 9, our scheduled backups will loop and reinitialize every 10 minutes or so and eventually will never complete until manually disabling it and restarting the Manage Engine Service desk plus service. As of today, I have not been able to backup our data which concerns me. Windows Sever and MSSQL database Sys Log entries Schedule backup started Backup Schedule - Info Feb 27, 2014 02:56 AM System Schedule backup started Backup Schedule - Info Feb 27, 2014 02:49 AM
Reporting Metrics as a Percentage
Hi All, We use Managed Engine version: 8.2 Build 8205 Has anyone managed to produced metrics reporting in percentages? Looking for easy stats, i.e. Logged with Service desk, percentage assigned to 2nd level etc.. Have been unable to produce these kind of metrics. Help please? Thanks
deleting departments
I have a problem in that I want to delete several departments from ServiceDesk but every attempt says that the department is in use by a module. I have checked Requesters, requests, assets and none are using the departments. How can I find out what is preventing me from deleting these old departments? Regards, Robin
Business Rule Criteria Group IS None not working
Is there an ETA on this problem SD-47197 When a business rule with criteria as group is 'none' is executed it does not apply any action. Whereas if the criteria is level is 'none' then action applies. We are trying to get our SDP installation up and running and were looking to create a rule for all new request that do not have a group assignment and assign them to a default group. Of course, with this bug, we are stuck.
Error while unpacking - during SDP installation
Hi, when ever I try to install SDP.. any version 8217 or 8215 or even the 9 version.. during the extracting zip files .. this might take a few minutes phase it stays for a while and shows a sever error while unpacking and the installation terminates. I tried removing the adventnet folder from regedit... zoho folder from regedit.... removed the partially installed SDP files...cleaned temp files and fixed registry issues using CCleaner..restarted teh system.. but still the same. I did uninstall and
line graph report showing total ticket growth for the year
Ok this is probably going to be embarrassingly simple but i can't figure it out. i'm trying to make a report which has a line chart or time series chart the only thing i want to see is the total number of tickets opened over the period of a year from the date run. my problem seems to be that the only way to make a line chart or time series chart work is to group it by something specific, which in turn, creates multiple lines on the chart which is not what i want. I just want it to view a single
SDP 9002 High memory usage while and after asset scan
Hi Is this normal? Thanks for 9002 the asset scan now complete without stacking in middle. I have completed the asset scan in about 6:30pm in reasonable length of process time. However I noticed the memory usage (java) is up to ceiling like commit (KB)=7.698,396, working set (KB)= 5,707.208 way after the process is completed and just now at 10:37AM. If I restart service, it will way down to 1GB mark for start. Well, I see the system requirement for this application is 4GM server memory. We have
error/bug when importing from AD - user gets overwritten
Running SDP V8212 (Windows with mysql) I have a technician John Doe with email john.doe@mydomain.com There is a second Active Directory account called HD_JohnD with email john.doe@mydomain.com each time we do an import from active directory, the technician "John Doe" is changed to "HD_JohnD. How can I prevent this? This is messing up our business rules. Wayne
SD+ asset serial number keeps flipping between two values
Running SD+ 8.2.0 Build 8216 and Agent 1.0.15 that came with it. We have one system that has a hard drive that the serial number keeps flipping between two values. We've confirmed that the user is NOT removing the hard drive and popping in another. We've also confirmed there is no duplicate IP or host with the same name. Here is a partial history: Scanned on Feb 24, 2014 05:06 PM Hard Disk (ST980412ASG) - Serial Number changed from 5VF06L8Z to V50FL6Z8 Scanned on Feb 24, 2014 10:40 AM Hard Disk
Is it possible to import other fields from AD?
Is it possible to import more/other fields from AD. There are other fields specifically the "Reports to" field that I would like to import from AD
Need to close several requests at once
Greetings, One of our Helpdesk technicians needs to close several requests at once. We require that there be a resolution posted for each request, but the resolution for all the requests was the same (applied updates to software package!). Is there some way of adding the resolution and closing all the requests at one time, rather than one by one? Thanks!
Can We Change Height of Resolution Writing Area?
Is there a way to enlarge the height of the request resolution text writing field? Ideally, the size auto adjusts to the browser height accordingly, as is the width, but at least can we give a bigger (and fixed) default size?
"Personalize" not working in 9.0
Upgraded to 9.0 Build 9002. We use the "Personalize" option to add our names to the requests when we reply, and they are not being added since the update.
"Subcategory" not sorting
Using IE 10, we do not have the "Subcategory" option sorted alphabetically. This makes it difficult to find the correct entry. It was sorting okay in IE 8 and 9. We do not have the option to use another browser.
Column aliases for non-custom fields
Hi. I'm developing a Reporting Services report using servicedesk Database. I'm not able to find the names of non-custom fields in the database (table columnaliases has column names for custom fields, UDF_CHAR1 for example). Is there a table in the database with those names? I'm developing the report using portuguese language. Thanks in advance.
SD Plus upgrade to 9002 - Error with Dashboard display.
Hi I recently upgraded to the latest version and now when I view the dashboard I get an error 500 java exception. I've attached a screenshot. Any help would be great. Thanks Scott
How to use downgrade rights properly
I'm beginning to use the Software asset tracking within Service Desk, and am happy to see the 9.0 version with many additional capabilities. Right now I'm trying to track my Autodesk licenses. Under an Autodesk subscription, we are allowed to run the current version plus 3 prior for each license we hold. As an example, if I have 60 licenses I can run version 2014, 2013, 2012 and 2011 on one computer, and this consumes a single license (single computer). I had hoped downgrade rights would provide
removing software entries from asset manager
Hi we have thousands of entries in our asset manager - scanned software where installed is '0'. (historic polution) Since I can only delete 200 records at the time this would be a time consuming excercise to do it manually. - is there a way to (permantently) delete the ones where 'installed' equals '0' (one off) - is there a way to remove them automatically once they become '0' ? (setting) thanks/Eddy
Windows 8.1/2012 R2 & compatibility with SDP / OpManager
Hi all! New wave of Microsoft products (Windows 8.1/2012 R2 ) will be in GA after 2 days. What about compatibility Windows 8.1 with SDP / OpManager? IE 11 (default browser of Windows 8.1) is compatibility with SDP / OpManager and it may provide normal view this products?? What about monitoring and setup SDP / OpManager in Windows 2012 R2 ??? What about monitoring Hyper-V in Windows 2012R2 ??
SDP template creation tickets by email
It is possible that when I get an email to one of the mailboxes groups ServiceDesk Plus ticket is created with a template other than the default template? Examples: SDP email: helpdesk@sdp.cl email support group 1: group1@sdp.cl email support group 2: group2@sdp.cl If the mail is addressed to email SDP: Apply template "default" If the mail is addressed to email support group 1: Apply template "Group1" If the mail is addressed to email support group 2: Apply template "Group2" Thanks, Mauricio
Option to have new ticket start on a search page
Many of my users are lazy and choose the first ticket template they see. I have seen many support pages start with what is your issue. just like when we start this discussion as you type it brings up other similar issue/topics This would be great to have as the main ticket page as an option. force the people to start typing in their issue and have templates show up in a list close to that description. just as if they searched by my users don't use the search feature
Linking 'Categories' within Tickets to 'Topics' in Solutions
Hi I would like to be able to use the categorisation matrix within Tickets for 'Solutions' but it appears to utilise a different field Is it possible to do this? Thanks Andy
Job Field from AS400
Hi, My company is looking into replacing our current Helpdesk ticketing system and I'm considering ServiceDesk Plus. I have a few questions about functionality: 1. While integrating with Active Directory, can ServiceDesk Plus pull fields like Organization and Department from AD user object and auto set/populate these fields during ticket creation? 2. We're currently billing all tickets to jobs in AS400 system. Current system pulls list of jobs from AS400 and, if user doesn't want to bill it
SLA list report
Good day! We need SLA list report - smth like that: - service (incident) template name - Urgency - Impact - Priority - SLA name Please help.
Round Robin style technician selection Question.
Hello, I've been wondering if there was a way to implement an automated ticket assignment system that allows the ticket to move up technicians with higher skills rather than moving along same level of skilled technicians. This situation roughly shows what I'm looking for: Incident is reported by CEO of company through ServiceDesk Plus. Ticket is assigned to a medium level technician with a time limit of 10 minutes. After ten minutes if the ticket is not resolved, the ticket is moved to hands of
Attachment with two consecutive spaces in filename are not forwarded with IE
Hey there, we encountered a problem in a rather special constellation. If a request comes in with an attachment that has 2 consecutive spaces in the filename, it cannot be forwarded with Internet Explorer. The forwarded mail does not include the file, the conversation shows the attachments but clicking on them opens an empty file. The database entry shows that the "new" filename only has a single space. the file created in the fileAttachments/conversations-folder has size of 0kb and has a single-space
Update Failing 8217 to 9000
I'm running as admin, and I even tried disabling UAC thinking it maybe an access problem. Not sure where else to go with this one. Log attached
How to handle external service vendors?
Hey guys, just wondering how people have dealt with adding external services vendors into the CMDB on SDP? For example, we want to add things like our ISPs into the CMDB with information like contact info, bandwidth, contracts, etc. Or another example would be DNS hosting. Or telco/phone providers. Thanks, Graham
export all my data from ServiceDesk in a new database?
What is the best way to extract all data from ServiceDesk?
[Newbie] Customize Report and Quick Link for Update Status
I'm newbie for Service Desk Plus (6 Months >.<), i need some customize Report and Quick Link for Update status (Open to In Progress).. I will explain it, sorry for my bad english. 1. Customize Report In the default report, we have Response DueBy Time field, but i need the exact time when Technician respond the ticket like in the Ticket History, what table and field that i can use for get exact Response Time? 2. Quick Link for Update Status (Open to In Progress) In some situation, ticket come to the
Auto CC to a technician
Hi Team, Just wondering if there is any option to include a Email ID at "notify to user: field by default? Or is there any way to have reply from technician automatically CC'd to all technician. Without this feature, we find other technician in group not being notified when a technician replied or responded to a ticket. Any idea on this?
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