Problems deploying agent to Windows 7 machines
We are running Service Desk Pro version 8.0.0 build 8000. When I try to deploy through the Discovery / Agent Settings clicking on Download Agent, the installation starts asking if I want to run ManageEngineAssetExplorerAgent.msi When I click run I get a security warning "Windows has found a problem with this file" "The file was blocked because it does not have a valid digital signature that verifies the publisher" The installation then fails; if however I save the file, don't click Run, go into
Install service desk on debian 7
hi... I want install service desk on debian 7: Is that possible install on it? IF YES please guide me step by step and what Prerequisites? Thanks...
Will ServiceDesk Meet My Needs
I run a small town computer service. We do computer repairs and service, updates, etc. I have around 50 clients with about 125 machines between them. Can ServiceDesk me used with these clients? If yes, what do I need to do to allow them access to create a ticket? Is there a client program that would sit on their computers that they would use to create a ticket and allow me to access their system, or would I just be using this to create a ticket only? Anything that can be used to speed up the
Where can I download service desk plus version 8211
I have a problem loading the server but have the database intact and need to reinstall version 8211 where can I download this version from
improper behavior for approval actions
Hi I have noticed when you resend an approval ( selecting only one from many) on the request tab the sent on column is updated on all the approval requests regardless of whther or not acvtion has been taken. This results in approvals being shown as approved before the request went out. Obviously when you choose to send out a "second request" to an approver that has not responded yet the sent on value should not be updated for all approvers. if you look at image below you will see the act on date
SNMP Asset Scan
I see various posts asking for this over the years and have spent a while trying to setup the Asset module in the best way but this will be oh so much simpler if there was SNMP support in the scanner for Service Desk Plus. It may be its in there now on a newer version than I am on - please tell me it is ? I am on 8.1.0 If it isnt in there yet anyone else got any tips and tricks on how to get the asset DB best up to date and accurate as to what is on the network ? Barry
SDP-email spam filter
hi, I'm trying to set email filter in order to avoid automatic ticket creation, but when I set a spam rule, then i loss email sent from users how can I retrieve them? thanks simona
Best Pratice to Exclude asset from scan
Hi everybody, I currently manage PC (asset) for other group but I don't manage software for them, what is the best way to restrict some asset to not being scanned ? Even if the agent is not installed the weekly scan try on every asset. Thanks Frikdel
Can't logon after demoting old domaincontrollers
I have demoted our old domaincontrollers and after that we can no longer logon to Servicedesk. It is set up with SSO for all accounts including technicians. I have tried the suggestions in https://forums.manageengine.com/topic/cannot-login-to-service-desk-plus but the database (MSSQL) does not contain at table named aaaauthorizedrole and the query therefore fails.
Error in Installing ServiceDesk 8112 with mysql back-end
Hi I have installed ServiceDeskPlus 8112 on debian 64bit. After installation, I ran "changeDBServer.sh" in order to change database to Mysql. after that, I execute "run.sh" script to start application. unfortunately I got this error:getting a java io.IOException ManageEngine/ServiceDesk/mysql//bin/mysqladmin: not found Thanks for any help or guidance
Failure : Problem while fetching network list from system
Hi everybody We have just upgrade our ManageEngine ServiceDesk from 8211 to 8213 ( in two steps, first in 8212 and then in 8213 ). Now that the upgrade is done, I have an error message when I go to Admin\Discovery\Network Scan : I have the same message when I go to the CMDB, choose a printer, and try to use the button "scan now" (same problem when I try to scan a single computer). I never had this problem before ( we have some audits 3 times per week before, and never have any error
Purchase Approvals Problem
Hi! On Home tab are presented Purchase approvals to take action, but I already approved all these purchase orders, I see that these orders were altered for another person, after my authorization. If I try again approve these orders, I can`t do that and its showed the following message: "Purchase Order is already approved by you on 25.04.2013 with the below comments" What I do to solve this problem? Thanks Miguel Alessandro
iPhone App
Hi I've followed the instructions for setting the API key etc but when I try and log onto the app on my iPhone I get 'Error' with no other information. How can I troubleshoot this? Thanks
Does the strictest SLA apply?
Hi there, Let’s assume we have Category = X, Subcategory = Y and Item = Z and we have configured 2 SLA’s: SLA 1: Item is Z => response = 1 hour and resolution = 1 hour SLA 2: Subcategory is Y => response = 1 day and resolution = 5 days Whenever a request is created with Category = X, Subcategory = Y and Item = Z which SLA will be applied? Since there is no execution order for SLA I wonder if the system will apply the strictest SLA. The issue is that I am not able to define SLA 2 as Subcategory
Tasks from Work Orders in a controlled Group
I have segregated work queues in my SDP 8.2.12 installation, meaning that Techniciand cannot see work order in Groups where they do not have rights. My problem occurs when a Technician needs to assign a Task to another Group. Work order is in Group A The Task is assigned to a technician in Group B, with no rights to Group A, field "Group" on the Task is set to one where the tasked technician has rights. Technician received notification Technician cannot resolve the task until the parent work
I can´t enable the Quick Actions drop-down menu and the reminders under Self Service Portal Settings
I don´t find where I can enable the Quick Actions drop-down menu and the reminders under Self Service Portal Settings. In the administrator guide says that there is an option to enable the reminders. The guide says "If you wish to show all your tasks as reminders to the requesters then select 'Yes' radio button else select 'No' option. The reminders will be shown in the home page." but I do not saw this option in the page. Someone help me telling me how I can enable the Quick Actions drop-down
Access to technician to change profile
Hello, We are using servicedesk plus 8.2 version. In admin user view Under General there is a self-service portal settings and the administrator can set the requesters to edit their profile and view their profile in requester details option. Likewise where this option is available for the technician to edit his profile.So if there is any change in technician contact details he has to notify the administrator to change his profile everytime ? Regards, Rajeshkumar Srinivasan.
Checklist form incident ticket
Hey forum, I want to be able to have a checkboxes in the description area of ticket, so i can check off option. Is this possible in service desk plus. Thank in advance.
api scheduler
hello can api mark a leave for a technician hence assigning a backup technician
remote contol from mac to windows
is there in the near future plan to add support to do remote control feature compatible to do remote control from mac to windows because i am mac user with firefox and the option is not avialable
Date range for reports
We have a custom report that is running to look at tasks and the technician scheduled to the task. Is there any way to have it allow for a date range selection prior to running the report? Looking for a way to show only what is assigned for tomorrow, or 5 days out, etc...
Top 10 Departments Report
Is there a way to create a MSSQL report that shows the top 10 departments that created tickets in the previous month? We would want to show the number of tickets as well. This would be a very valuable monthly status report to determine where the problem areas are. Thanks, David
how i can send sms notifcation
hello i want to know company buy sms work with servise desk plus and where i can put configuration in my server bulk sms give to me iam in ksa just example for company need and example to put information for servise provider
Send SMS through a GSM Modem
Hi all! I'd like to know if in SDP is possible to send notifications through a GSM Modem connected to the serial port of the server. We have SDP and OPManager, is there a way to send SMS from SDP through OPManager (and his GSM modem)? Thanks a lot for your very precious help. Marco Di Silvestre Telecom Italia Media S.p.A.
Which AD field using LDAP import matches up with SITES?
When doing an LDAP import which AD field on a users account will import to populate the Site field in Servicedesk Plus. Thanks so much for your help in advance
Dashboard days are off by one starting just this week
I've attached an image to show what has happened this week. Our ticket system has been running fine for the entire year and we didn't change anything before this Sunday either. Yesterday's tickets (Monday) are showing up as Sunday on the Dashboard report now. The tickets themselves all showed November 4th and when you click Edit they all show that the 4th is a Monday on the 2013 calendar. The server has the correct time and also did adjust for Daylight Savings ending. We were on 8123 and last
Assets: Scan Summary Session
Is there a document that fully explains how to interpret the results displayed on the Assets tab. The Workstation/Server Inventoried and the Workstation/Server failed during the last scan is very confusing. In addition, the Workstation/Server not scanned in the last 7 days isn't clear. A document or video that explains how to interpret the Assets tab would be very beneficial to SDP Administrators/Technicians. Does any one understand this page and can share some light? Thanks,
Smarter task templates
Hi Team, I was wondering if there's a way to replicate information of a Service Request on a task that is created within that ServiceRequest using variables or a similar method. A customer is asking if the only way to get some of the information of the service request to a related task that may be on the template, is to copy and paste, or if ther's a better way to make this automatic. This should be a very useful feature. Thanks in advance. Regards,
How to delete Assets
I imported some Assets this morning from a .CSV file. The assets did not add to the group I wanted them to; instead they were added as separate assets under the 'IT Assets' section. I want to remove these manually, but each time I try to delete one from the Admin>Product Type menu, I receive the following error: FAILURE :ProductType is being used by a module. Hence cannot delete it. How can I remove these? Thanks, jhowe
Version 8.2 Change management
What happened to the change management enhancements promised for this version?
Missing Variables for notifications.
Hi. It seems that I am missing some variables for notifications. Please help me find Variable for : Completed date Time elapsed Thanks SD Version: 8.2.0 Build 8212 Regards René Iversen
roles
hello i created a role for a technician to see all his requests in his group only, and i added a role for the same technician to see all assets, but when he logs in he only sees assets associated to his site only
Service Category icons
Just a quick question. Is there a way to customize the icons for user created Service Categories? All of the premade ones like Network, Internet and Hardware have meaningful icons, and any categories that we make just have the generic "no icon" icon. Thanks
Can someone help me with building a report?
Hello, I have got to run a report on the asset module for the following items: Computer Name Computer Manufacturer Operating System Operating System Version Computer Model Serial Number BIOS date Device Type (Desktop/Laptop/Server) Physical/Virtual Most Frequent User/Last Logged on User distinguishedName operatingSystem pwdLastSet lastlogonTimestamp cn givenName sn CN userPrincipalName samAccountName DN distinguishedName whenCreated whenChanged userAccountControl lockoutTime pwdLastSet lastLogon
Report based on postgresssql on asset list *URGENT*
Hello, I have the following report doien for me: SELECT workstation.WORKSTATIONNAME "Workstation", workstation.MANUFACTURER "Manufacturer", osInfo.OSNAME "OS", osInfo.VERSION "Version", workstation.MODEL "Model", workstation.SERVICETAG "Service Tag", resource.SERIALNO "Serial Number", osInfo.SYSTEMTYPE "System Type", product.COMPONENTNAME "Product", CASE WHEN CAST(compDefLaptop.ISLAPTOP AS CHAR(5)) IS NULL THEN 0 WHEN CAST(compDefLaptop.ISLAPTOP AS CHAR(5)) = '0' THEN 0 ELSE 1 END "Is Laptop",
Change List of Products' Product Type
I have a list of products that I want to change the ProductType. Is there a command that I can run to change these products' ProductType all at once instead of selecting individually under Admin/Products?
Create a separate mail account and alias it to this mail id
Dear All, Greetings! Please find me a solution. Whenever the User send the email to itsupport@dot.com once the ticket created, after few minutes the email is getting automatically deleted from the mail box. The Service Desk Team has mention the following term on the mail configuration page. “Create a separate mail account and alias it to this mail id” How to make an alias email to the existing account thru the separate account?
Duplicate requestors
At our location, we are having a problem with Service Desk Plus creating entirely new requestors even though the requestor already exists. Unfortunately, we have a number of different systems that the user can have a ticket submitted through and there is nothing we can do about that. The problem is that sometimes the user's name will be slightly different from one system to the other. For example, a requestor would be listed as "Joe" in one system and "Joseph" in another. Both are correct, but
Cannot Select a Technician
Have a weird issue where I created a new incident and when I get to the technician field the dropdown does not work. Has anyone else seen this behavior?
Report Filtering Based on Service Catalog Custom Fields
Good day, I'm trying to build a report that filters Service Catalog requests based on some custom fields, however the fields do not show up in my column filter list. Is there some other place they show up, or do I need to build a custom SQL query for my report? Thank you, Mike Taylor
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