Can't find asset description field in asset schema
Hi, I'm trying to add the description field from the asset module to my report. I tried to find this field in the different shema without any success. Can you please help me Thanks !
Customize the Prohibited Software Template
Is there a way to do modify the Prohibited Software Notification Template yet because I cannot find it and my users are getting an email that is requesting to contact administrator at xyz.com?
Pickup blanks out Group
We have Group assigned by a Business Rule, but when users from that group pickup a call, the group is blanked out. Queues are then not showing all their calls.
Can I specify business rule to send "Approval" email automatically?
We have certain category of requests required to be approved by the business lead first before IT team can start any action it. Is there a way to define business rule for it? Thanks in advance Aaron
Problem on exporting report to PDF format
Dear Support Team, I found this error while trying to export the report which has Thai language to pdf format. In the pdf file, there aren't display all Thai font in the report as you can see in the attach file.
Closure rule for tasks
I'm wondering why tasks don't have closure rule setup jut like requests?!, i.e. a task shouldn't be allowed for closure without an accomplished worklog
Going to request tab in 8.2.0 Build 8210 using firefox results in server error page
Hi, We have recently updated to 8.2.0 Build 8210 but now when I open the request tab (/WOListView.do) in Firefox (23.0.1 Windows 32 bit on Windows 7) it gives me the infamous " HTTP Status 500" this is not happening when it is opened from Chrome or IE Is anyone else having this happen? Neil
Software licenses, license agreements and contracts
Hi there, i´m looking for an appropriate use of the above. Especially the possibility to link license agreements to contracts. Example: We have a software solution consisting of 5 different products. There is ONE contract covering them all. Now i´d like to use this contract to manage the licenses of the 5 products (all products can be installed on 3 machines - development, production and test). -> If contract expires (has to be renewed every year) then the licenses should expire aswell -> I want
Resolution Tab empty
Hi, I don´t know why, today when we click on Resolution Tab inside the Ticked, it is empty, without text box. (see picture attached) Could somone know why its happen? Thanks Paulo Santos
Java PrintScreen issue still there
I have updated our SDP to 8.1.0 build 8123. We are still getting popups when trying to paste into tickets. I've attached the 2 popups our users are seeing and of course complaining about. Is there anything we can do to prevent these popups?
Fetching emails
Has anybody has been successful on setting up the email fetching? Without enabling plain text login.
Software Not Installed Report
How do I write a report in SD to show all workstations that do not have a particular software product installed. For example we want a particular .exe installed on every computer. Need to identify all computers that DONOT have it installed. The SCAN shows all that are installed. Any help is appreciated. Thanks
to change ManageEngine AssetExplorer Agent credentials
Hello, i have ManageEngine AssetExplorer Agent on 1000+ Domain Windows PCs installed wthrough Group policy. I used my own AD account as credentials, And now i need to change credentials for a specific security reasons, so i've come to this - how to change the creds on all the PCs without reinstalling agent?
Reports custom queries, multiple SQL-Statements
Hi, can i generate a custom report containing multiple SQL-Statements, i.e.: select * from xxx; select * from yyy;
Roles under Specific sites
Hi I want to add different roles in differenet sites and use just this roles in these sites,no public roles how i can do it??? Ehsan Best Regards
network scan
hello when doing a network scan with service desk it discovers my switches and put them in the "router" product type so how can i solve this problem? while the scan on OPmanager detects them as switches thank you
Service Desk Change Approval
Hi there, Here is a scenario for you: Technician creates a change. Status = Requested. CAB members recomend the change as normal. I (Change Manager) formally approve the change. Status remains as Requested. Why does the status not change to approved when I approve the change. Cheers Trevor
SD Plus CMDP attachment addition - reg
Dears Thanks in advance for your's supports and knowledge sharing I created one new CI type(Name : Connectivity) CMDP area and also added few customize fileds . In the above CI type, i want one more field called as "Document scan copy" along with attachment options(file attachment as like Contracts) Any possible to be add field? Thanks & Regards shakthi
Implement workflow
Hi I am evaluating your product to implement in our organization. In IT infrastructure we have more than 5 department. I want to deploy our workflow in ServiceDesk+. The workflow is as follows: Department A usually creates new request or task for our department as named B. After we get new request from B department, we generate 2 or 3 tasks for other departments. First I generate new task for department C and if department C does my task then I generate new task for department D. then department
how to delete priority without affect the request closed
there is a way to delete a priority without delete the information in the closed incidents ??? I need to delete one priority but i need to keep that priority on the old incidents
Import Printers via CSV with ip address information
Is it possible import a csv file with a list of new printers that contains information about site, department and Ip Address, specialy IP address?? Regards.
Reports based on resource values
I need to pull a report that shows all service requests with resource values that match criteria. Is there a way to do this?
Import Sites?
New to ServiceDesk just getting setup. Is there any way to Import Sites? Thanks
Can I Import CSV to create my sites
Hi New to ServiceDesk just getting started. Is there any way for me to import a CSV to create Sites? Thanks
How to create change templates
Hi, we have a number of standardized changes that are preformed and we have been trying to think of a way to configure / use the ServiceDesk change request process to allow for that. Unfortunately it doesn't appear there is anyway to create pre-populate change requests i.e. categories, urgency, priority, title, description, be great to even be able to define the Planning section as well. We use tasks which speeds up the process for routine work but there is still a lot of admin work up front to
Custom Views on Change Requests
We would like to see custom views available on Changes. One that would be very useful for our management is to allow us to create a view based off of Technician Group. Currently our managers like to be requester and technician to get around this, but I think it would be better to allow them to view open changes for a tech group.
when requester reply to [Resolved] request, status changed to [Open]
Hi here, SDP version: 8.1.0 Build 8127 When we add a resolution and set the status as Resolved, the requester will be notified. If the requester replied to the request (without changing the status), that request will have its status changed to Open. I've set the following settings: Admin > General > Self-Service Portal Settings > When the requester replies through E-mail to the closed requests. Perform the following: Append the reply as conversation to the request and notify technician This settings
time off by an hour???
Hi there, As the subject says. Is there an issue between SDP and time zones with DST? I set up a reminder on ... Date: 16 Oct, 2013 at 16:15:00 Email me before: 15 mins but I only get the email on exactly 5pm! Is there a way to check what is the time settings on SDP?
Strike
Currently is there a way to use <stirke> </strike> with the helpdesk ticket software? If not i would like to request it. We would find it useful for our ticketing.
Scan Windows Services
Hi We do like to scan Windows Services on all our Windows Devices like Server and Clients and under which User they run. We found no function in ServiceDesk Plus that will show this Information. Is this feature not implemented or do we have special settings for that?
Asset as a Mandatory field for Closing Request
Can you please provide an option in admin for including asset field to be a mandatory field for request closing?
Create work log details report
Is there anyway to create a report which lists all of the work logs for each request?
Configuration Mail Server
When you send a request to the mail box that is configured on the mail server (mesadeservicio@heinsohn.com.co) is not entering the ManageEngine ServiceDesk Plus. Adjunct glimpse of how we have the mail server configured in the application. I appreciate your help as soon as possible thanks
Business Rule Edit E-mail Notification
Hello, I created a Business Rule and I check the box to E-mail technician when rule is executed. That works fine but when I edit the e-mail template for it the changes I make do not get applied to the e-mail that gets sent out. Is there something I need to do to get these changes to take effect? Thanks
Scan Printer: Not listed in IT Asset>Printers
I did a network scan to scan a printer. The scan went through OK but the printer is stil not listed in IT Assets under Printers. It is also not under any other category\ CI Type. However, I can find the printer with the search if I Search: In Asset. In the initial search result view the CI Type -field is emphty, but when I click and open the item, CI Type is Printer. What could be the problem here? The printer should be listed under IT Assets > Printers. Did the scan with: Asset > Printers
Deleting Products, Product Types
Hi there, We have some issues in Service Desk Plus maintaining both the 'Product Type' and 'Product List' in Asset Management. Product Type: We can't delete obsolete Types (the ever-present "being used by a module" message), and some of the built-in Types do not fit with the naming convention we would like to use, so we would like to block or delete them so users can not select them. Product List: Also can't delete old or duplicate products (same message). Also, Is there a way to change the Product
user groups
User groups I can see how I can restrict announcements to user groups. Can I send out announcements as emails to user groups? I don't see how this can be done as I have to input an email address from what I can tell. Running SDP enterpirse 8212 Wayne
Reporting On Merged Calls
Hi, We currently have a large gap between calls logged and calls closed every month. I believe this is caused by the numbers of calls that have been merged. Is there a way or reporting on the number calls that have been merged that month? Thanks Andrew
SLA report for a specific department compared to all departments
Can you help me generate a MSSQL report showing a specific department's SLA % compared to the SLA % average for all departments? Time period = prior full month SLA % = (SLA Met / Open) * 100 Is there any way to generate both graphical and tabular information in the same report? I've attached an example image of what I'm thinking. Thanks in advance.
Configuration_Mail_Server
When you send a request to the mail box that is configured on the mail server (mesadeservicio@heinsohn.com.co) is not entering the ManageEngine ServiceDesk Plus. Adjunct glimpse of how we have the mail server configured in the application. I appreciate your help as soon as possible thanks
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