Sort Support Groups
Hi, After we add an additional groups, its appears as an unsorted in the group field of the Request Template, if there is anyway to sort the list Support Groups?
Double Login
Greetings All, So, I've deployed the latest version of ServiceDesk in our organization. Unfortunately, there is an annoying issue that has persisted even after upgrading to the newest version. This issue is that when you access the Help Desk page (say, helpdesk.organization.com), you get a username / password pop-up box. So, you put in your domain credentials (ServiceDesk is configured to sync with Active Directory) and the password box goes away and drops you off at the "Login to ServiceDesk"
Browser logon
Hi all we are running Servicedesk Plus 8.2.0 And Im allways wondreing why we see an logon popup before the real logon from servicedesk is appearing. This first logon popup we only need to cancel and type in the logon data in the next service desk logon. Any idea how we can disable this first logon windows. It seems it comming from the webserver servicedesk is using. Thanks all
Quick Actions
Hello, After Upgrating Service Desk Plus 8217 in tab Quick Actions the screen is cut,These happens only in IE8, in other browser is ok.But my company uses mostly IE8 Can we fix it. P.S How can i remove Notifications bell Thnx for your help
SNMP scan failing
Have enabled printers with SNMP with read access with credentials. When we choose to scan asset it is failing - cannot connect to SNMP Agent or credential is not configured. It is inventoring but doesn't function to place in correct asset location as a printer for example. Have put in creditials and tried scanning and it still fails. What needs to be changed in order for this to accept the creditials. Is there a configuration in the printer settings that needs to be opened? Thanks, Gayla Alderette
Error while trying to instantiate SQLGeneratir... - BackupData
Hi, When i run BackupData.bat it gives me an error but it finish the backup, until now i haven't try to restore, so i don't know if it will. What error is this and why it happens? Can you Help? I'm on Enterprise version under evaluation period (waiting for the license). Info: Active DB Server = mssql Database connectionProp : null Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.SQLGener ator java.lang.InstantiationException: com.adventnet.db.adapter.SQLGenerator Database started
Double signature on reply template
Hi, after upgrading 8213 I entered in the "notification rules" - "email template for:" - "replyng to a request" the field $ EmailSignature and everything works correctly when I reply to an email that I get. But when I want to answer using a "reply template" I have the signature double. Thanks Daniel
Need to modify Query reports
Hi there, need some reports: 1. avg time to solve a request where tech group = "group 1 and group2" I've got this query, could you modify it? SELECT MAX(pd.PRIORITYNAME) "Priority", TO_CHAR(((AVG(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "AVG Time Elapsed", TO_CHAR(((SUM(wo.TIMESPENTONREQ))/1000 || ' second')::interval, 'HH24:MI:SS') "Total Time Elapsed" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID
unable to view unassigned requests
Hi; We have a need to restrict access to certain requests (of sensitive nature). I have looked through the service desk feature list and apparently this is in the backlog. In the interests of trying to get this to work I switched on "All in group and assigned to him(requests only) in the Role configuration screen. This has the unfortunate side effect of not allowing technicians to see unassigned requests, even when they are allowed to see all groups (including the group I was trying to use to restrict
2 ticket from 1 service request or change request
In our work possible service requests for which should be made two parallel stages in different departments. Can request generate two requests by templates or create second request from first with another template? Just as tasks in request now, but the task not not suitable - do not approve, do not have attach and are not included in the reports. Another way - make the same request through change - change request template will generate the appropriate requests (2 or more) from templates.
Making ServiceDesk Plus Indexed by Search Engine Bots
How does one make ServiceDesk Plus get indexed by search engine bots? Most Wiki material on the web that is public is also available for search via a search engine that discovered and indexed it. I haven't found this to be the case with ServiceDesk. The URL https://domainHostName/sd/SolutionsHome.sd or something similar should provide a visiting search bot with information to link pages and resources of those pages so that users can easily discover pages created in ServiceDesk in the search engine's
Change CI details field
Hello, We want to add to Servicedesk CMDB link to a Web page in another system. How is it possible to change the field mapping CI details on another page? Or even be a hyperlink?
Asset Management
Have a question on how to handle repurposing of assets. We have a workstation in our assets that was named and shows in our asset list. We re-imaged and renamed device but it does not show up in the asset list after a scan. The old device is still listed. To keep assets consistant and up to date, I guess I was under the impression that during a scan it would clean up or change the device to the new information. So do we need to delete the old device in order for the scan to insert the new repurposed
Pending request
Hi. I need to have a report for each request pending time. How can i do it? It is very important. Best regards
Questions
Hi, I am trialling the software and so far so good, i have a couple of questions that i need to figure out if anybody can help? Can the software monitor more than 1 mailbox? We have a mailbox for each country we support (obviously we can set these to forward if it can only monitor 1 mailbox). What we need though is for the automatic replies (thanks for the request, your ticket number is ### etc) to go out in different languages. So for example, if somebody logs a request to the France mailbox, the
Best Practices for exposing SDP web site to the enterprise (Internally and Externally)
Is there any documentation or recommendations for Best Practices for exposing SDP web site to the enterprise (Internally and Externally)?
ServiceDesk Plus Integration with Asterisk
ServiceDesk Plus can be integrated with the Asterisk telephone plant?
j_security_check;jsessionid MAnageEngine error while login to servicedesk portal
Hi Team, We have ManageEngine servicedesk plus installed in our environment. We are facing the below error while login to servicedesk URL, http://xxx/j_security_check;jsessionid=DE2B2D8CD1126C1EA470B16640512F46 Please let me know if anyone have the solution for this ? Thanks, Amol
dont reopen request if i a technician
Hi colleagues, Please help me, if im an technician, i dont reopen my request whis was resolved, but if i user reopen is work, heeeelp! Thanks!
Layout dropdown menu issue [russian lang]
Hello We have problems with layout dropdown menu when selected Russian language. Left part of the menu does not have the background. How to fix styles? version 8.2.0 build 8216, browsers IE9 and Chrome 27
Can not convert mysql to sql server 2008
Hello admin, I'm using ServiceDesk Plus version 8.2 build 8212 I implemented step by step below The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL. Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MYSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat
Query Report keeps giving errors
Dear MSP, I'm having some issues with making my custom query. I only wanted to add the requester and the resolution, though I keep getting errors, while only adding the requester. So here's my code: SELECT wo.WORKORDERID "Request ID",wo.title"Subject",aau.FIRST_NAME "Requester",wof.UDF_LONG1 "Time spent (m)",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time",acd.ORG_NAME "Account",aci.fax"KLANT NUMMER" FROM WorkOrder wo LEFT JOIN WorkOrderToDescription wotodesc
ServiceDesk Plus 8217 Released
Dear Users, SDP 8217 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8217 SD-49319, 53651 : Additional Email Signature gets added while selecting reply template for request reply has been fixed. SD-53435 : Upon replying a Request created into servicedesk without any CC emailid, CC field is populated as 'Not Provided', has been fixed. SD-53778 : Performance memory leak identified while performing continuous
Saving signature
Since once of the latest updates our signatures disappeared when we replied on calls. I have solved this problem by editing the reply template. Now I am trying to change my signature because the information in it is incorrect. Whenever I save my signature, it will refresh the screen and my old signature appears. I was able to add an character, but a complete change would not be saved. First, the error during saving was that NTLM authentication was failed. This isn't right, because i am logged in
Changing Column Width on Custom Report
All, I have created a custom report in Service Desk Plus and would like to change the column width of 3 columns. I have not seen a way to do this for only one column. Can someone point me in the right direction? Thanks, Matt
Importing Cases
Has anyone got any tips (or ideally supported tools) on importing Cases from Microsoft Dynamics CRM 2011 to ServiceDesk Plus?
Is there a way for Service Desk Plus can create a request based on email sent to its email address
Hi, I was looking at service desk plus and under the mail server settings exist an incoming tab that has the following: Mail Fetching status: stopped so I clicked start fetching and it is now fetching. I sent an email to the incoming email address but do not see an email notification that I received an email. I see the following: During mail fetching, ManageEngine ServiceDesk Plus will delete e-mail messages for the mail account in the mail server. Hence create a separate mail account and alias
Task enhancements
Hi there, We would like the following enhancements with tasks. 1° To be able to create custom views for the task overview (similar to the request overview) In our company, a lot of technicians are member of different support groups. Therefore we would like an option to filter the task overview per group. 2° To be able to predefine the times in the task template For certain service requests, we know upfront how much time each task will take. Therefore we would like to be able to pre-populate
Business Rules - based on a change of value
It would be useful in the Business Rule section to be able to define a rule based upon a value changing when a call is saved. For example, once the ability to automatically create an email is added to ServiceDesk Plus (I understand that this is a scheduled change), we would love to be able to automatically generate an email to a customer if, say, the priority of the call is changed. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
Software using statistics in MESD+
Hello! Is it possible to implement software using statistics in ManageEngine ServiceDesk Plus? I mean. for exmple, how much time certain software have been working during the day, or how many times was started.
Project Management - Task Notifications
Hi, I have created a new project with a number of milestones and tasks assigned to technicians. Is there a way that when a 'Task' has been updated or closed that it can email the 'Milestone Owner'? I cannot seem to find an option to do this. Also, is there a way of sending an email to the technician assigned the task to notify them that a task has been assigned to them? Thanks Andrew
Awaits approval in My Request Area
Hi, I created a service request and configured 2 stage approval workflow. After creating a new request by the user, the Awaits approval section displayed 1. But when the first approver approved the the request then Awaits approval section for the requester changed to zero (second approver has not completed his approval) Why this is happening?
release date for 9.0?
Hi , just wondering if anyone knows a defined release date for 9.0 ? I need the change management upgrade thanks Russ
NoSuchUserAccountException after install
I've just installed ServiceDesk Plus, and when I try to login initially, using administrator/administrator, like the "Admin Guide" says, it keeps saying "Username or Password is incorrect". In the serverout log file, I get: [18:12:53:859]|[06-05-2006]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[15]|: authenticating user : administrator| [18:12:54:379]|[06-05-2006]|[com.adventnet.authentication.PAM]|[WARNING]|[15]|: NoSuchUserAccountException occured with message
Asset Management
I have 24 software items that show up in "Under Licensed” yet I have the number Purchased equaling the number installed. The Icon shows green as compliant so I do not know why it is on this list. I also have one software that is over licensed on the under licensed list. The pie graph shows the under licensed section as well. I am going through an asset audit next week and this will really hurt my numbers. Any ideas? I am on Service Desk Plus 8.2.0 Build 8206
SQL Report for Scan Failures
Hello, I'm looking to run a report to find the date for the last successful scan for each of the workstations on our network. If someone could help me out with this it would be much appreciated. Thanks Paul
How do you assign to a group
I want to be able to use the portal to create a ticket to a specific group of technicians. This, i think i can complete by setting the default in the template or using a rule. What i can't do it make it assign to the group of techs. So when the tech logs in they don't have it in their list. Please advise.
schedule request
hello hoe can i schedule the creation of a request every 3 hours without having to make it in preventive maintenance
changeDBServer not work
Hi, changeDBServer did not work. I am run changeDBServer on the command prompt and receive message "Error occurred during initialization of VM java/lang/NoClassDefFoundError: java/lang/Object"
Request auditors
Hello! Is there in ServiceDesk Plus an opportunity to add auditors of the request? In other words it would be desirable that the user, who is presents in the field "CC" of request, must have opportunity to see this request under his own login. Thank you!
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