Cannot see new Service Categories in Request Catalog
I've added some new Service Categories which I'd like users to be able to choose from in the Self Service Portal but they are not visible here. They can be seen by the Technician alright. How can I make these visible to the Requesters?
DST Update (Australia)
We a currently running both ServiceDesk Plus (8105) & SupportCenter Plus (7918) & DST (GMT +11) has not taken affect since changing on the weekend. Timezone & current time / date on both servers is correct. Please advise.
Reading Data from the Service Desk Database
Is it possible to read the service Desk plus data from other softwares.and develop our dashboards?
Cannot Find SiteID Descriptions / Name Field
Hi, I'm sure i'm probably just overlooking something but i am unable to find the table that links the SiteID field to the SiteName. I'm pulling the data via a SQL load into another program but cannot seem to find the descriptions for the SiteID field from servicedesk.workorder. I've looked under servicedesk.sitedefinition but i am only seeing the following fields SITEID, REGIONID ISDELETED, TIMEZONEID am i missing the NAME field or is it located elsewhere? Thanks, Lee
Query for Average First Response Time Organized by Urgency and Technician per month
I have this query from a custom tabular report for the Average Overall Resolution Time organized by Technician and Urgency grouped by Months for this year and only in the Service Desk group: SELECT ti.FIRST_NAME "Technician",urgdef.NAME "Urgency",wo.TIMESPENTONREQ "Time Elapsed",wo.CREATEDTIME "Created Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN UrgencyDefinition
Merging requests
When we merginig requests there's a problem, SD can't notify all requesters. Ex: - request #1 from Andrey - request #2 from Alex - merging request #2 to request #1 - request #1 has requester Andrey, and after solution has been made and request is closed, notification send only to Andrey, but Alex won't know, that his request is solved too! How can I get this thing work, when I need to notificate all requesters of merge requests?
Update to 8.1 is stuck on Application Layer Started.
HI. I try to update from 8.0 to 8.1 but it's stuck on Application Layer Started when try to start server.
Project Manager
I need to associate more then 1 Change to a Project, but can't find a way to do this. May you help me with this? Regards Reidun
How To Change a Service Catalog Request Type After Incorrect Submission
If a user selects the wrong Service Catalog to submit a request and therefore doesn't complete the resource info or the ticket information is not valid how can I change the service catalog template type used to put things right? We are of course using SDP 8.0. Cheers John
RPC error on scan. Windows 7
We've recently completed upgrading all of our workstations to Windows 7. Ever since then we cannot scan the vast majority of the workstations (a few will). The error we are getting is: FAILURE :Connection to RPC server in the workstation failed. Now, we've spent about 14 hours, collectively, trying to fix or isolate the issue and we still can't. We've gone through every ManageEngine document and made all the changes that are suggested. We've done packet captures to isolate what the failing protocol
problems with restoration of a backup of SDP of the last version
Good afternoon. Recently there were problems with restoration of a backup of SDP of the last version, because of the big size of the file of a backup. The request to help to find the decision as it is very convenient to have a full backup, instead of some parts. The similar problem already is on forume: http://forums.manageengine.com/topic/problem-with-restoring-data
Technician Auto assign - all requests from 1 site on 1 tech
Need an option for auto assign, when requests is registring in system (in a day) and they are from 1 site, assign it to a 1 technician. I have 2 technicians Have 50 sites Some times users write requests and after categorization 1 request from a site #1 is going to tech #1, 2nd request from site #1 is going to tech 2. So tech #1 is working out only with 1 request, while he can resolve the 2nd request too. Can you make an adjustmets?
Workstations as assets
Hi, I am trying to add our scanned workstations to the asset list, but can't seem to find an obvious way to do this. can you please assist?
Approved Purchase Order is marked as Pending
We have two purchase orders that have been approved but the status is still marked as "Pending Approval". When I editing the PO or resubmitting for approval has not resolved the issue. What would cause this issue?
Dashboard Tab for Non-Admin Users
Is it possible to create a custom user account (non-admin) and provide them with ability to view the Dashboard? I have specific users that I want to restrict from all other Admin functionality, but I want them to be able to use the Dashboard. Please let me know if this is possible or if there are any suggestions on a work around to this problem. Thank you, El
I would like to know if there is a SQL Report available
Which will show when a first response was sent and when the actual call was resolved I need to know the time between the two tasks
setting status of a task that is completed does not remove from task list
Running SDP Enterprise 8210 I have created a status to be used in our PM module called "Task Closed" I have set the type to "completed" When a tech is assigned a task in our PM module and has completed it, he is to set task status to "task closed". The problem we are having is when setting it the task status to task closed, it does not remove it from his task list. Only if he selects the status "closed" does it get removed from his task list. Is there a way use the "task closed" status similar
Work Log
is there a way to move the work log back to a tab vs hiding it under the task tab. Also you need to bring back the pop up window when entering a work log. I also fail to understand why you would auto populate the end time instead of the start time. in my mind the way this should work 1. tech opens work log ( separate window that stays open and system populates start time) currently the work log entries are not "saved" if tech moves focus to another screen 2. tech works on request 3 tech finishes
Who is "organization manager? Can't delete technician.
I feel really stupid asking this, but I can't create a new technician, nor can I delete any. If I try, I'm told that only "organization admin" can perform this operation". Who is this? Don't remember setting this up. Or is it an AD user?
Sending notification failed
Dear Supporter! We use SD+ v 8.0.2. Yesterday, we install SD+ on a new server with MSSQL DB. When install done, we backup active DB from old server and restore to New DB, copy folders (archive, fileAttachments) from old server to the new one. After that, we create new Cert for new server to mail server. SD+ on new server fetching mail is ok. But, we reply the old request (before any change above), it appear "Sending notification failed" Please help us! PS: i attach log file here
fail redirect https
I want to redirect from https to https I follow this steps: 1º changeWebServerPort.bat 443 https 2º Modify: C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat50.sar <¡-- A HTTP/1.1 Connector on port 8080 --> <¡-- The compression parameters are taken from the default Tomcat server.xml--> <Connector port="80" address="${jboss.bind.address}" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" redirectPort="443" acceptCount="100" connectionTimeout="20000" disableUploadTimeout="true"
Calendar Sync API
Hi, One curios question regarding development of the API. Is it possible to query the API for Task and other information so i can sync to a calendar in Outlook ? If not is this something that will be on your road map in the near future ? Best regards, Valdi Hafdal URL : http://www.vlink.is [V-Support Outlook add-in for SCP] : http://www.vlink.is/scp [V-Technician Outlook add-in for SDP] http://www.vlink.is/sdp
Russian language support
Do you have any plans for Russian Language? If you are interested in support, we can help you to translate in Russian language. For information: Our company "Arguments and Facts" are huge publishing agency in Kazakhstan, Almaty. We got proffesional translator in establishment. If you interested in our assistance, please contact me. nabramenko (you know what goes here) aif.kz Best Regards, Nikita.
can not assign ticket to technician in request view. must open ticket and then assign to a tech
We can not assign a ticket directly to a tech from the request view. Failure. Request ID(s) 667 cannot be assigned to the selected technician as the technician is not associated to the site. you have to open the ticket go to Assign then choose assign and then choose the technician. Same with picking up a ticket some tickets randomly work fine some don't (using the assign > pick up) FAILURE :Failure : Request ID(s) 683 cannot be picked as the technician is not associated to the site. we had the
Upgrading error
Dear SDP Support, My customer would like to upgrade their SDP from 7.6 to 8. They start upgrade from 7.6 b7608 to 7.6b7611 but the upgrade script show error as below: Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at
On hold requests
Need notifications for on hold requests, if request is on hold for # days, notify requester\technician, or close request with standard template answer.
Is there a way to make fields populated by AD required?
Many times some of the AD fields have no info. phone number location ect. Can we make these fields required so that if they come up blank from AD the user must then fill in this field manually? many tickets are lacking vital info like phone numbers and slowing down our work flow. Thank you
CMDB and Assets Configuration Baseline
Hi, Someone can explain to me if it exists any way to create a CMDB configuration baseline, like a CMDB Snapshot? And for Assets too? Best Regards
Putting requests on hold
It would be nice if there was a way to select multiple requests and put them onhold right from the main requests page and not have to edit each request to set them to onhold.
Problem with view requests by specific requesters
I recently had an issue viewing requests by specific users that wound up being an end-user issue that was resolved by Manaj. However now that I'm actually able to view requests by specific requesters, I'm noticing an issue. I know that requesters have an individual "requester id #" which is mainly just for the backend. However, when going through admin>requesters>[specific requester]>view requests it simply does a search in the requester filter for that name as opposed to showing requests from
Requests issue
Morning everyone First post on here! Our service desk database has some unused categories, in particular the requests module. We would like to change these now, but as with data integrity, would this not mess up all our old requests?? Also we would like to design a simple request form so us IT bods can submit jobs very quickly. However i can easily do this but then when i edit the job i do not get the rest of the options to complete. So it's a case of having one big form with all mandatory
Disable a Support Group / Rename
Hello, So I gave up on deleting or disable support groups as we can not loose the data from old tickets in the system. So I've decided to just re-name them to X Group, that way people will stop using them and put them at the bottom of the list. From the looks when you update it in default setting, it doesn't carry to all of our 445 sites. Do I need to do this manually or Does anyone know of a easier way to do this? Thanks
Feasibility of ServiceDesk Plus Migration from 7.x to 8.2
My organization is currently operating on ServiceDesk Plus 7.x (if the specific version is required, I can provide tomorrow - when I get back to the office). I (We) am (are) very interested in leveraging our paid Maintenance to upgrade to ServiceDesk Plus 8.2 to leverage all of the upgrades/introductions brought in by doing so. With that said, our in-house documentation for the original implementation is non-existant. I've done some brief browsing for documentation - searching the ServiceDesk Admin.
Task Notifications
When I create a task from a request the technician is not notified. Is it possible for the Task to be sent as an appointment? This can then be sent to anyones calendar. At the moment, I send the task and no one knows it is there! An appointment would be ideal we can then utilise calendars in iphones and Outlook etc. Some techs are remote and a calendar reminder (and to the sender) would be very useful.
Backup error
Hi! In attempt to update ServiceDesk there is a mistake that the backup can't be created. In a manual mode the backup also isn't created. How to solve this problem and to update servicedesk? ServiceDesk v.8.1.0 build 8127
How to set the reply mail address to the assigned technician's email address instead of the reply-to address which is set in the Mail Server Settings?
Dear Support, I've faced the inconvenient situation in our customer's site. The situation is when technician replying to the requester by click the reply button and type the message to communicate to the requester, the SDP send this message to the requester properly but using the email address which is set in the reply-to address in the Mail Server Settings instead of using the technician's email, that's cause the requester confuse if he would like to reply this message it will send to the reply-to-address
Support Group Description
Maybe its just my aging eyes, but I can't seem to find where you update the Description field for Support Groups. For example, the Support Groups list includes Network and next to the description "All requests related to hardware problems are ..." When I go to edit that entry, or even add a new one, there is no field for description on the edit screen. Anyone notice the same thing or can tell me where I'm supposed to be looking? Thanks!
Custom CI Type corrupt and cannot delete it
Hey guys, I have a custom CI type that has become corrupt... i switched between 'Save as an asset' and now when i try to view the items, it does not do anything anymore. When you click on it it the CMDB, the following just stays on the screen indefinitely (i had put in a few items before). No items appear anymore and he 'keeps loading'... The next logical step would be to delete the CI type then, unfortunately i cant... because there are items in it: I'm using build 8212 (the lastest), on
Access to Change module
Is it possible to nominate certain requestors to have access to the Change module? We have some situations where it is necessary to seek approval/input from the business regarding certain changes - and I'm not sure if/how this is achievable in the current system .. We are running version 8206. Thank you.
Automated ticket generation for selected resources
We are looking at the Service Catalog feature in ServiceDesk. Can you set automation up in ServiceDesk to automatically generate tickets or tasks for a specific technician when a particular resource is selected? We need the ability to present the user with a New Hire request form, and when they pick particular applications, tickets are generated to the owners of those apps. Thanks. Dave
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