how to sort report by name etc?
Hi there, Stupid question: is there a way to sort a report by name? we put our custom report on a custom folder, but it doesn't sort it by name - see image Thanks in advance!
Ctrl-V causes IE DEP to close ServiceDesk
Since we patched to 8126, the following occurs for many technicians in Internet Explorer only: When adding or editing a resolution, if the technician does a ctrl-v to paste info, the attached screenshot occurs. If the technician uses a right-click and paste, it works fine. Only ctrl-v causes the error. I cannot duplicate this issue in Chrome or Firefox. Only Internet Explorer. If i run IE without addons, this issue does not occur. Also, running IE in normal operation, going to internet options
Many requests
One question, can't understand how to make it work. If we have an incident, ex. Server is down, users's write email to support (service desk) - 10-15 requests generated. But we know, that the main reason why they can't work - server is down. So the question is: How can I combine all the requests in one BIG request with HIGH priority? I don't need to resolve 15 small requests, because it disorts all statistics.
software license that covers both 64-bit and 32-bit version
Hi there, Just wondering, how to treat the same software that runs both 32-bit and 64-bit with the same software license? Here's what happened: we've added a software license for MATLAB, this software has a separate 32-bit and 64-bit installation. and we've installed both version (32/64 bit) on a client's computer. after doing the scans, I've set the MATLAB and MATLAB (32-bit) as managed - also set the MATLAB as major version so we see only one entry. after creating an individual license for MATLAB,
Remote desktop with TeamViewer
Hi. I can read its possible to remote control computers via ServiceDeskPlus 8.1. So it say here: http://www.manageengine.com/products/service-desk/remote-control.html It also state under admin, that you can put in your own remote desktop software. I fail to see how I cen remote control, by default. Ive choosen an asset, but I can see no "remote desktop" option. Can you help me point out how I configure this? I would also like to use TeamViewer, since all our clients already have that software
Own role - full control for requests
It seems that providing full control for requests for an own defined role is not possible. The tick in the full control is reversed and can't be saved. As far as I understand showing the "Helpdesk dashboard" is therefore not possible for this role.
Can the Agent create new asset?
I'm moving towards using ServiceDesk Plus for my asset management, and trying to figure out how it will fit into our workflow. Right now we have the 1.0.15 agent deploying through GPO. I have Scan at Boot enabled, and can see from the registry entry that the lastscantime is recent. However, I do not see this asset within the inventory. Is it possible for the agent alone to create a new item within the inventory, or is some other action (manual "new", scheduled scan) required first? If the latter,
alert when a new computer(asset) is added automatically
it is possible to add an alert by email when a new computer is added automatically on the schedule scan ???
Outline query for Audit Hist - computers that changed name in last 3 weeks
Can anyone advise the tables I need to use to produce a query that shows the Workstations that have been picked up during a scan that have changed thier name in the last 3 weeks . Time line isn't that important, just want to be able to constrain the query to a timeframe. Can't work out if/which of the audit tables hold the info If anyone wants to produce the report that's even better :-) Thanks, Andy
icon request creator
hello there's a small icon next to the request creator after opening the request, what is it for?
Change Category Template Components
Hello guys, at the home page of ServiceDesk Plus you have the Category Template which contains : Application login, communication, email, hardware... etc. How can i add a new IT Service to appear on the drop down categories menu? I added a service at IT Services List but there´s not that much to do over there, rather than changing the title ( i changed Communications to Comunicaciones ) but the new service did not appear. I know i did not explain it so good, but maybe its enough. Thanks in advanced.
Not using anonymous user is mysql possible?
Hello, I have been trying your product and it seems that I keep getting errors when connecting to mysql. I am doing this on a GNU/Linux box with CentOS 6.4 and MySQL 5.1.69 I can connect to mysql, create databases and change anything I would like with multiple users. It seems java is trying to run the following command: /home/<USERNAME>/ManageEngine/ServiceDesk/mysql//bin/mysqladmin --no-defaults -u <USERNAME> --password=<PASSWORD> -S /var/tmp/mysql.sock --port=3306 -h localhost create servicedesk
How to add contracts to purchase orders?
I'd like to be able to add the order of a contract to a purchase order, but I can't figure out how to do that. For example, I want to order a Thin Client, but I also want to add a support contract for that Thin Client.
Notification on Escalation not customizable??
Most of the notifications can be customized by the administrator. It seems that the mail sent during the escalation procedure is fixed. Biggest disadvantage is that there is no link the the request. Also the technician is not listed in the mail. Is there a way to change the layout of this notification?
E-Mail Command - add resolution and close
Using one email, is it possible to update a request with a resolution and close the request? A resolution is mandatory for us in order to close the request, and I'd like to accomplish this with just one email. I only have it working by sending two separate emails, one operation to EditRequest, and another to CloseRequest.
Servicedesk 8213 version error fetching mails and merging requests
Dear all, Since i updated SD to latest version the mail fetching is not working. It works for a while and it stops suddently. It happens each time an e-mail containing the requuest ID in the subject enters the mailbox. Also when i try to merge two or more requests i get an error: "FAILURE :Problem while trying to merge this threaded request with the selected request." I think the mail fetching error could be related to this as the system is not able to merge incoming mails containing an existing
DueBy Time set incorrectly by one hour plus or minus when edited across US Daylight Savings time change
There a problem with the programming code for the time on the DueBy field that is either automatically adjusting (or possibly failing to adjust) to correct for Daylight Savings changes. I noticed it because I have several requests that I set last week before the US time change on Sunday Nov 3. I set them to 17:00 (5 pm) on various dates in November and December but now they are all displaying the due time as 4 pm. Here is a scenario to reproduce this problem on any existing request in a US time
How do i get to asset details from "Problems" and "Changes"?
Hi, a neat feature of servicedesk is the ability of associated a "Problem" or a "Change" to many assets ("Assets Involved"). Unfortunately i cannot find any way to get to them. If i click on the "Asset Involved" section it allows me just to change the assets involved. Furthermore the adding asset wizard lack of searching functionality. Our customer has 2200 assets and abviusly he has problem finding them. What can be done about that? Thank you
"others" on graph
Boa Tarde! Estamos realizando um piloto com a ferramenta de Service Desk e esta tem se comportado muito bem. Atendendo os KPIs estabelecidos, robusta, completa, e customizável. Estamos bem satisfeitos com a solução! Quando gero determinados relatórios, no gráfico, os resultados menos representativos são agrupados gerando uma fatia grande de "outros" que prejudica a plotagem do gráfico. É possível remover isto do gráfico ou evitar que as informações sejam agrupadas? Anexei uma print para que entendam
Import list of networks
Is it possible to import somehow a list with networks with local credentials "SNMP". My idea is this because we have 196 different network ranges from different classes, and create one by one, insert same info except network range is very boring. To be worst, we have different SNMP communities for printers and networking.equipments. With all of this, anyone has a solution? Regards
Network Backup Errors
Need some help. I would like to get backups scheduled to run to a network location. Thus far these have failed. I keep getting the same error email. Is ServiceDesk using the Local System credentials in the ManageEngine service? Any help is appreciated. I've attached a shot of the email error. Regards, Bob
Email Commands
Is it possible to send one email to add a resolution and close the request? A resolution is a mandatory field for us.
Internet Explorer 10 query
Hi I need to know the number of computers with Internet Explorer 10 installed. Is it posible? Thank you Maria
Exchange in conjunction with SDP
Is anyone using Exchange with SDP? We've been told that it works and have been given some kind of documentation saying so, but the fields aren't available to edit. We're coming from a spiceworks installation that attaches to our helpdesk e-mail. When new e-mails are received, SW pulls the e-mail and creates a ticket out of that e-mail. Is this functionality available in SDP?
Software Module for new implimentation
Hello, This is my first post here. I'll try to be specific but I'm am new to ServiceDesk. Our company has roughly 175 PCs and laptops throughout the facility. We've deployed the agent and scanned all of the systems. Yesterday I was starting to work on software and making sure that the proper license codes are being allocated to the right workstation. I decided to start on our Win 7 installs. I went to scanned software and moved Microsoft Windows 7 Professional from 'unidentified' to 'managed'.
Asset scanning of Chromebooks possible?
Our district will be receiving roughly 9000 Chromebooks in the next month or so. We were wondering if anyone was able to successfully run an Asset Scan on them from ServiceDesk? If not, has anyone found a way to scan them with the Linux script from ServiceDesk? Thanks, Alex
technician not available
hello when i create a service request in the designer and continue to the workflow configuration and create a task i do not see the technicians that i have in the the list of technicians
Sharepoint integration
When we can have sharepoint integration with service desk plus? Is there any timeline defiined>
purchase order assets
hello when receiving items in purchase order the asset gets added in the appropriate place but i it wont show for technician that have some restriction until i assign a site for the asset.
Problem with update from SDP 8127 to 8200
Hello On the test server, I try to make upgrade from version 8127 to 8200. When I run updatemanager, i see an error: === root@ubuntu:/opt/ServiceDesk/bin# sh UpdateManager.sh -c Press i to Install v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:update.ppm PPM Installation failed. Please contact the support team. Starting mysql server Unable to start the DB. Possibly server is running if so Please shutdown the server
Translate
Hi Dears I need to translate a help part of the software for my employee. how i can translate it to my custom language and rewrite it as well as i need. which part of source should be change? is there in the application resource or another places? for example in the picture i need to change whole of the text to my custom text. please Help me Ehsan Best Regards
user duplication
hello a number of user gets duplicated in requesters without any data about the user, what is causing this problem?
Misunderstanding about automatic assign technician
Dear Support, I need to make sure my understanding about automatic assign technician. I've defined the responsible technician in the incident category and I think that when I choose that category, SDP will assign the responsible technician which have been defined automatically but it doesn't. So, I need your confirmation about this feature that SDP can or cannot automatically assign technician which was defined in "assign to technician" in incident category. If it can, How do I configure in SDP
Notification Bell in 8.2.8212
How can I disable the notifications/the little bell in the upper left. It's quite annoying feature, especially when technicians are updating thie tickets. I'm sure its a check-mark , but I'm just not seeing it in the config.
Inventory IBM AS400
In first place, sorry if i am at the wrong section. Our Idea is inventorying an IBM AS400 server and after that use his information about software and hardware to get into CMDB. Finally, create relationships between business services and AS400 software and Hardware. Is this possible under SDP? How can i? Can someone pointing me some useful info about this or explain it to me how can i do it? Regards
Wishing to upgrade Active Directory
We are currently working with Build 8203 and it is synching with Active Directory 2003, with a domain account. Single access log on (network authentication) and asset scans are working. We wish to upgrade Active Driectory and were wondering? 1) Does build 8203 support Active Directory 2008 or Active Directory 2012 2) Do we have to change anything in our configurations? Thank you
New technician with different role
I would like to add to my SD a techinicians from outsourcing company, but I need to delimit rights between my technicians and their tech. They must - view only their requests - if they want to reassign tech, they must view and reassign only on their requests - report building on their requests My tech must view all requests registred in SD Is it possible?
Purchase management
I'd like to use Purchase management, but can't. First of all, I don't know how to send purchase bill to approve, this person isn't a technician, it's a requester. I have a 10-20 people how is responsible for approving, depending on site. Secondly, after approve, I need to forward this bill to an accountant (better with email notify and bill attachment. Is it possible?
Changing SLA once a call has been logged
Hi I have a requirement whereby we sometimes need to change an SLA mid ticket, our scenario is that if a site visit is required we would like the SLA to start again with a 4 hour response (this is our SLA to attend site). I can't select a new SLA once the call is logged, can this be done? I thought linking service category's to SLA's and changing them might work but while the service category's can be changed the corresponding SLA's do not. Any ideas how I can achieve this? Thanks Ian
why are the costs (in hours and money) not exposed to the PROJECTS report?
I want to build a report that takes all the projects in a status of SCHEDULED and tells me the estimated hours and estimated costs for budgeting and planning. But for some reason those fields are not exposed in the report wizard, nor is the project schema available in the query report section. How would I go about doing this? (and why is there not sub-forms in support for projects or Query Report-Projects?)
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