ManageEngine ServiceDesk Plus Alert - Inventory Audit Changes.
Hi there, We have set our schedule scan to run Monday to Friday at 2.45pm however we are no longer receiving the emails about the system changes. Does the schedule scan use the "Network scan details" in the admin section? Please see attached image of our notification rules. The last email we have got was on the 18.10.2013 and I know we have made software changes on the system to peoples computers since then. We are on Manage Engine Service Desk Plus 8.2.0 Build 8212 Please help
Edit/Change Requester in a Ticket
We need to ability to change who requested service (change requester). This happens when an email is forwarded to servicedesk, and a ticket is automatically generated. We have many situations where someones computer has an issue so another co-worker many start a ticket (through email). We can not keep them as the requester because the work is being done on another assest for a different user. This affects tracking of who we performed service for, is there a way we can change this? Thanks Larry ServiceDesk
Service desk plus service not starting
I am trying to install Service desk plus on my windows 7 PC and have pointed it to use mysql database. It gets to to Application Layer Started and it just hangs. The service does not start. Please could you advise why the service is not starting. Thanks Stan
Previous version of ManageEngine
Howdy Folks Can someone tell me if (and where) I can get a copy of the previous version of ServiceDesk? Our installation has died and I downloaded 8.2 and installed it on a new machine but when I try to restore the backup into it I see the process running but at the end I still seem to have a blank (new) copy of ServiceDesk, Looking back through the DOS box that runs for the restore I see a message saying "Backup build number not compatible with existing build" From that I assume I need to install
Force ssl
Hello I have the SSL working no issues. The problem is when people go to http:// all they get is the II7 logo. How do I force it to go from port 80 to 443 no matter what the user types in. Thanks
Change to the new Notification alert ion in the ribbon
Would it be possible to have the new Notification icon enhanced, so that if the assigned technician updates the ticket, they do not get an alert? John Doe logs call and I get the ticket. I add a note to the ticket and it alerts me that a note has been added. It’s good that an alert is there if someone else makes an update, but unnecessary for the assigned technician. That and a few of my users have complained about it. I assume adding some kind of “if assigned technician equals” flag might
Asset Printer
Hi everybody I'm looking at the Assets part of ManageEngine ServiceDesk Plus. I have a question : I have created a network scan with a IP Range to import all our printers in the Asset view. Everything is OK about this import, except two points : - The "Name" is the IP adress of the printer ( in place of the internal name ) - The "Product" is always the same (RICOH Aficio MP C6000 - in place of the real product) Basically, it's not a problem. I have changed, for every printer, the name (with the
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
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