I think I have broken service desk plus, is it possible to reconnect attachment folders to new server install without a full restore
I have upgraded SDP to latest version and all users have logged back in and started using SDP but using a test front end by mistake I now have a functioning system but when I click on attachments in the various modules they cannot be found, is there a way to re associate the attachments I have all the attachments in a zip file and have recreated the correct file structure under the bin\attachments folder Please help a desperate Techy
Impossible to retrieve API Key from SDP 8.2 - Free edition
Hi all, I installed SDP 8.2 and it works perfectly. I want to improve my knowledge and i'm interested to use the REST API for automating tickets management. I need a technician key but when i try to associate a connection to a technician user a message is raised, indicating that it's not possible. I figure it's because the free edition is limited to one technician. When i check the administrator account, this account is configured to be associated with a connection but i'm not able to regenerate
I was unable to install the ServiceDesk Plus appropriately
I have installed it on Win7 and WinXP. Run the application C: \ ManageEngine \ ServiceDesk \ bin> run.bat and all services up correctly on both OS When I try to open the application in IE http://localhost:8080 not show any information. Run the application of C: \ ManageEngine \ ServiceDesk \ bin> changedbserver.bat and can connect successfully to the database in SQL Express 2008 R2. To others when trying to enter from the desktop icon the program is loaded into "Server Application layer .........................................................."
Custom software asset cost report
Hello, I have begun entering all of our software license information into the asset - software - software license section. I would like to be able to pull a report in say January that shows the total cost for all licenses that need to be renewed that year, and then a monthly report that shows which specific software is up for renewal the next month. I have combed the custom reports (cmdb modules) and I can not figure out how to do this. Has anyone done anything similar? thank you!
API for search request / ticket
Hi Everyone, I want to know if there exist an API for search request / ticket. From my application i want to search for existing request / ticket. Thanks
Feature Request - Problem ticket assignment to support groups.
Is there a way in a problem ticket, to assign the problem to a support group? We are looking for this ability, as well as automating the routing of specific problems to specific support groups. Thanks.
Asset - Additional Fields not showing
How do I get my newly created Asset - Additional Fields to appear when adding a new Product? Also, how can I make the required?
Custom Variables
Hi Is it possible to create custom variables in ME Service Desk? For the Business Rules email template, I would like to add the status field and the work log entries, so they are sent when a business rule is activated and an email sent. Sam
Ability to link Purchase Orders to Requests
We have a need to be able to create Requests of type "Project". These are generally not to resolve issues but to purchase a new PC, buy some new software, implement a new Internet router at a customer site etc. From the description you can see that we would need to purchase kit for these "Projects", which would need to be assigned to the Request so we know who to charge. In SD+ this could be implemented by allowing a link between purchase order(s) and Requests. This could just be a simple hyperlink
Problemas with task and timespend
Hi all, I have a small problem with the task, when i create a task and then put in the work log the time spend in the task. when i go to the reports to see total time used in this day i cant see the time spend, but i can see the time of the incident, any have the solution? Sorry for my english, and thanks for advance.
Dashboard chart is blank
Since upgrading to 8.205, the upper left-most chart on our dashboard contains no data. I believe this chart displays trends by Technician, Category, Level, Priority or Mode. Is there a query I can run to reset this? Thanks
Incident Template
I just installed ServiceDesk Plus, and am configuring. I wish to modify the default incident template to include the "Due By Date" which is already in the database. However it does not appear in the Drag-and-drop section to the left of the canvas. How can I add this field to the template? Thanks.
PO Attachements not opening/downloading
Users are getting a blank screen (no error messages or HTTP status errors) when trying to open attachments in the PO approval page (the link in the email notification that gets sent after hitting Submit for Approval). same behavior on both Firefox 21.0 and IE 8.
ServiceDesk Install - Failed To Start Server
I'm attempting to evaluate the product, but I can't get it to start following installation. I've looked through the forums and ran run.bat. Here is the output: C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
A link between Change requests and Purchase Orders
Hi. We are thinking of using Change requests as what we deem 'Projects'. This would include time spent building new PCs, Office moves etc. However, we currently cannot link purchases made for the Change (the PC hardware in the previous example) to the Change itself without manually creating a field. It would be great to have a feature whereby POs can be associated with Changes as this would make our charging/invoicing much more practical. Obviously, some reporting features to allow us to list POs
Approval Templates
I would like to see approval templates added. We are using approval for various things and it would be nice if we could adjust the notification to reflect the scenario instead of manually having to type it in every time.
Online sign up of notifications
One feature that would be great, would be to give the users the ability to sign up for notifications via the online portal. This way, when a manager of a business area wants to be notified when a specific system generates a Problem ticket, they can manage their notifications online and be sent emails when there is an issue.
Task Dependencies Not Working
On a request, if you set task dependencies for tasks, rather than requiring that task 1 be done before task 2 and so forth, notifications go out for all tasks and they can be completed in any order.
PO approval link and View PO link not working
Approvers get an error message saying You cannot Approve this PO, when clicking the approval link in the PO Approval notification. But when they go to their Home Tab under My Approvals, they can find the PO and Take Action without issues and can Approve or Reject via the Actions drop down options in the PO itself. Also, the link that allows you to view the PO after it's been approved or rejected displays a blank page.
Requester Fields not updated with AD Sync
It appears when I update some user fields for example Job Title or Department and do an Active Directory Synchronization the user fields are not updated. It sees the data that was there at the first synchronization. Anyone faced this issue or have a fix for it
Version Migration
Is it possible to migrate from build 8110 directly to 8201? Thanks
Add workstation to site
hi every one... I create site and assign technician to the site. I want that technician can add workstation to their site... Could you please help me!
Unable to retrieve technician API key with the Free edition
Hi all, I installed SDP 8.2 and it's working perfectly ! I would like to improve my knowledge and to test the REST API provided OOTB. I tried to generate an API key but just by trying to associate a technician with a connection an error message is displayed. This message indicates that i can not add another connection as it's a free edition. An existing connection is already existing. That's true, it's the one associated to the administrator account. But when i check this account i don't see a way
Requester reply
Hi, I have an issue with my ServiceDesk, I have the following notification rule ticked: Alert(or Notify) technician by e-mail when there is a new reply from the requester. However, I do not receive email notifications when a requester replies to us. I have email notifications set up for new jobs, contract expiry etc.. and they all work ok, just this one rule doesnt seem to work. 8.2.0 Build 8205, However this feature hasn't worked for a long time, through multiple upgrades. Thanks!
Asset Name field
Is it possible to change the field that an asset will name as the "key" field. How are others adding inventory. If we have 10 of the same products does it make sence to make the "asset name" field the key and not allow duplicates? Doesn't it make sence to tie that to the barcode field, or the asset tag field? Thanks Mike
Purchase Order Notification
Dear Support, Can we send a notification to specific technician when the purchase order is approved. Regards, Samer
Prevent backdating
Is it possible to prevent users from backdating tasks and work logs? Thanks, C
Assign to a different Technician with a note
I've searched everywhere in the forums but I can't find this info. Basically, I want to assign to a new Technician but I also want to pass on some info to him/her or state an action to take - I may have completed some work on the call but I need another technician to finish it off e.g "New user setup in AD - Please add to CRM" Any help much appreciated. Vaughan
Remote agent
Am I able to connect to a laptop remotely even if it is outside the work network, such as someone working from home.
Update on Feature ID....
Hi could someone let me know the current status of Feature ID SDF-21492 Thanks
Convert Incident template to Service Request template
We're using SDP Enterprise v8200. Is it possible to convert an Incident template to a Service Request template? When I tried to create a new Service Request, I noticed none of our incident fields were available to drag into the template. Thanks!
Is there a template for forwarding solutions?
Hi, when forwarding a solution, is there a template like forwarding a request? Right now, just the text is copied to the email body and the title ist copied to the email subject. We would like to add information about who forwarded the solution and maybe some additional info. Am i just too blind to find this option or is there really none? Regards, Thomas
Can we disallow requester to view the archived request in Self-service Portal?
Can we disallow requester to view the archived request in Self-service Portal?
Changed port from 8080 but email and reports still generate :8080
We changed the port from 8080; however, I need to determine how to change the automatically generated hyperlinks in the reports and HelpDesk generated requests. Can anybody help with this? Thank You in advance.
Service desk not sending notification
Hi iam using service desk plus build 8207 the problem is service desk is not sending notifications but it is reciving please help
Service Catalog Issue
Good afternoon, I am an SD Admin in ServiceDesk Plus, and I have created a whole bunch of service catalogs and request templates. However, the users can't see them. Even the administrator cannot see them, only me. Is there a way I can get all users to see these without me having to log on as administrator and do all the work again? Thanks.
Reports not reporting all data
Hello, We have a report to show open requests far a particular sub-category. However, since upgrading to build 8205 the report is failing to show this data. If I create a custom request filter for the sub-category I can see the requests but they will not show up in the report. I have also tried to re-create the report but that does not work. Thanks
CAL tracking, assignments and reports
Hi I think that it is an issue with manually added licences like Windows Server CAL. When I assign it from software licence level (Assets -> Software -> Software Licenses) but Client Access Licence type) - this relation is not visible from machine relations. from the other site : But When I assign that license from device level (add relationsship - > runs software) it is NOT visible as installed on license level. And of couse report named CAL Purchased vs Installed is not OK. How can we tracking
Error while installing ServiceDesk Service
Trying to install SD+ 7. But I keep getting the error message Error while installing ServiceDesk Service Under services, I don't see a service desk + service, so I have no idea where to begin to solve this problem. Keivn
Technician details
MSSQL query to get the Technician details. SELECT AaaUser.FIRST_NAME "User NAme",AaaContactInfo.EMAILID "Email", AaaContactInfo.LANDLINE "Phone", SDUser.EMPLOYEEID "Employee ID",SDUser.JOBTITLE "Job Title",AaaLogin.NAME "Login Name", dept.DEPTNAME "Department", sdo.NAME "Site",AaaLogin.DOMAINNAME "Domain Name", (SELECT STUFF((SELECT AaaRole.NAME + CHAR(10) FROM AaaRole LEFT JOIN AaaRoleToCategory ON AaaRole.ROLE_ID=AaaRoleToCategory.ROLE_ID LEFT JOIN AaaAuthorizedRole ON AaaRole.ROLE_ID=AaaAuthorizedRole.ROLE_ID
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