Reusing usernames results in conflict
Hello there. I was hoping for some input. Imagine this scenario: 1) Peter Pope is hired. He gets the username "pepo". 2) Peter Pope makes 5 tickets over the years. 3) Peter Pope quits his job, and the username "pepo" becomes available. 4) Petra Potter is hired and gets the username "popo". After SD syncs with the Active Directory, Petra is assigned Peter's tickets and names, so when she makes a ticket she will appear to be Peter. I'm thinking this is because old cases and such are kept for so it's
Two assets being stored as one
Not sure what's causing it, but I have two separate machines in different locations that are being detected as one asset each time either is scanned. They are one asset number apart. Each time the scan is done the new scan replaces the asset and logs all the differences between the two machines as changes.
Mail server settings for request creation through Email
Hi, We want to enable the service request through email feature. Please provide me the step by step configuration guide for configuring this. Is there any specific format in which user needs to send the email ??. We want all the emails coming to a particular mail ID to be converted to a a request in service desk. Regards Jobin Jose
Project Milestone Status Question
I have a project open. The 1st milestone is closed. I added a task to the milestone, but the milestone stayed closed with 8/9 tasks completed. Is this the correct behavior?
ServiceDesk Plus App.
Hello, Are there any servicedesk/opmanager apps for Blackberry and Android phones? Thanks.
Android Apps ManageEngine Servicedesk
Hello guys, We have noticed an Android app for ManageEngine Servicedesk in the Play Store, which we have tried. To our surprise this is a very limited app currently, hardly something that is actually useable. If it possible to give some insights in how this will or will not go forward from the current app please? I can see a few killer features immediately. 1. Create a ticket quickly (basic information) 2. Scan a QR-code of a device, that takes you immediately to it's details page to so you can check
Possible to remove/disable formatting tools in the application
Hi SDP Team, I would like to ask if it is possible to remove or disable the formatting tools in the "Description" of the SDP application? My goal is to have a standard font color, size etc. in our organization. I don't want our requester or technicians to use different font colors or different font sizes in creating or updating requests and resolutions. Please advise. Thanks, Mark
CMDB - Search from Home page
Hi, I was unable to search for a custom CI that hasn't been marked as "Track As Asset". I have created 2 custom CI Types: 1. I marked one as "Track as asset" 2. The second one was not marked. I was able to find no 1. by selecting Search In: Asset from the search drop down list (Home -> Search on the left hand side) But I was unable to find the second item. I tried other selections available from the list with no luck. Please can you advise if I there is a way to include CMDB in the search drop down
Round Robin to a support group
Please consider adding the ability to specify round robin auto assignment to members of a specific support group. We have multiple areas that want to have this feature, but can only implement it to the primary support staff. Thanks, Dave
Service Desk and Kaspersky
I have installed Version 8 of service desk and I recently installed Kaspersky which requested me to restart the server. The minute the server came up Kaspersky loaded but service desk hangs at Application Layer started.................................................. and nothing happens Kindly assist
Remote connect via agent
Is there a way to keep the remote connect software through the agent from putting a shortcut on the desktop of the client computer? We would like to minimize the footprint the end user sees to keep from having them clicking on it or trying to uninstall it.
Sites list is empty under technician view
I have all my sites listed under admin -sites. But when i go to the technician window to assign them, the list is empty. How do I get my sites to show up?
Unable to create a software license
I am unable to create a new software license for one particular adobe product. creative suite 6. I was able to create a license for another adobe product. So not sure what the problem is. I enter all the fields hit submit and basically get a blank page and no matter how long I wait the page does not refresh nor is the license created. I also have the same problem with a couple of other products manufactured by IBM. Please advise soonest. Thanks Karen
Xerox Printers not scanning
We are having problems with some printers scanning into ServiceDesk. To clarify what I'm referring to, I open a printer under Assets then click the Scan Now button to read the stats on the printer. This will scan successfully on one WorkCentre 5655 and one WorkCentre 5645. The printer models that will not scan are: Pro 90, 7755, 7556, and a 7775. Any ideas?
Time spent report - calculated as minutes only (more friendly to XLS)
Hi team Wondering if you could provide me a report which performs the following query, but makes the Time Spent column a number which is more friendly in Xls (ie minutes ony)? Currently, the format 00:00:00 does not calculate in pivot tables (because it sees it as text). Changes to the cell format in XLS have not been successful. SELECT mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME
ServiceDesk Plus 8202 Released
Dear Users, Hotfix 8202 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8202 SDF-50337 : Option to configure actions on a Incident/Service Request to other external applications through a XML configuration. For eg. customer's can create action like 'Create a new account' to be displayed on the 'New Hire' template and when invoked from the Request details page, can plugin their own code to
Help with base tables
I need help with the base tables so I can document my installation 1) I need a query that will list Support groups with all technicians in it. 2) users with within each user group 3) Support Group attached to each incident template 4) Group attached to each service catalog template. Given the time I could find these Im sure, but I'm just not familiar enough with nor have the time to dig into the database schema to find these answers. If anyone has the table and joins for these types of reports,
Web Service, Soltuions RSS Feed?
Are there any web services exposed by SD+ to help integrating requests, soltuions listing/searching? Any plans? Also some RSS feeds might also be nice for publishing new solution articles etc. on a intranet site etc... TJ
Rest API GET_REQUESTS command
Using REST GET_REQUESTS command, I try get all the requests by requester. Using GET_REQUESTS, i have obtained the last N unfiltered requests list. But I do not know how to execute this command with a filter. Thanks.
ambiguity with task of *unapproved* changes
Hello. In each view which lists tasks, task of unapproved changes are shown to the technician. This could lead to the situation that a technician, who is not involved in the change itself, could work on his task list and execute tasks which are not approved yet. So we suggest to tag tasks belonging to unapproved changes ( by adding an information like '(unapproved)' or by display the task in another color or ...) by the way, what is the meaning of (N/A) behind the tasks in the technician's Home View?
E-Mail Command Parser Service Category
The field Service Category appears to be difficult to set either by parser or by template. Everything I do to set it via the email using @@SERVICECATEGORY=x@@ fails and even if I use a template with it set, that fails to set it. Is there any way to set the Service Category with a e-mail ticket and template?
SDF-50412 not working
Good day, Two days ago I updated SDP to 8.2 Build 8203 and DC to Build No: 80241, but nothing has appeared in either assists or CMDB in either "Smart Phone" or "Tablet".... I have 25 devices enrolled in MDM in DC. How long should it take to replicate this information DC --> SDP ? is there a way to force the replication? SDF-50412 : Mobile Devices (IPhone and IPad) once scanned through ManageEngine DesktopCentral can be pushed to ServiceDesk Plus and these devices would be added as assets in SDP
Timespent report - with XLS friendly Time Elapsed field
Hi team Wondering if you could provide me a report which performs the following query, but makes the Time Spent column a number which is more friendly in Xls? Currently, the format 00:00:00 does not calculate in pivot tables (because it sees it as text). Changes to the cell format in XLS have not been successful. SELECT mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME "Technician",pd.PRIORITYNAME
Stupid search question....
Where is the box that Requestors can search for content within their Tickets (Not the Solutions KB)?
Does anybody have performance issues when using Service Desk with Internet Explorer?
Just wondering if anybody has encountered any performance issues when using Service Desk Plus with Internet Explorer? I am evaluating the product at the moment but have heard this can be an issue and that the product works better with Chrome. IE is our standard browser, here so would prefer to continue using it. Any feedback appreciated?
Change default incident template for email created requests
Hi! We are in dire need of being able to use different templates depending on which emailadress is used for contacting SD. Is there a way to solve this, every email converted into a request uses the defautl template we would really need to change this. Ideas anyone? Regards, Jonathan
Task assignment
Hi! Is it possible to assign tasks to non techs? We have a situation where quite a number of people would need to performa minor tasks in requests. Do they really need a tech licence? regards, Jonathan
Couldn't upgrade from 8202 to 8204
Couldn't upgrade from 8202 to 8204, had to restore AGAIN. Will submit update logs when I get time. Just a warning to others.
Insert timestamp bigint column
hello, I want to insert from sqlserver database culmination date of the application, but can not convert from date to bigint.
Backup job stops running
We're using 8200 Enterprise on Server 2008 R2. We've noticed this on several occassions, but the backup job will just stop working. We noticed today our last backup occurred on May 6, and the next scheduled time was May 7. However, the backup job never ran and hasn't since May 6. We configured an email address on a failure, but we haven't received any emails. What causes this? We had this happen on a few occasions when we were using 8.1. I appreciate any help/feedback on this.
Remove "ROBO - PASSWORD_RESET" template
Hello, I am unable to remove the "ROBO - PASSWORD_RESET" template from my SD+ as it is greyed out. We have not purchased this, how can I remove the template? Thanks, Mike
How does the security work for technicians viewing additional asset attributes?
Under Admin>Asset Management>Configuration Item Types>Printer (for example) I've added a few additional attribute fields such as firmware version, last maintenance date, etc. I'm having a tough time figuring out how my technicians can view and/or edit the information stored in these fields. SDP support has advised (ID #6821566) this cannot be done unless the technicians have both full control for Assets and the EnableCMDB role. To me this sounds as though it is simply a workaround and of course does
Report range time ( between hours )
Hi, I´m 'rookie' in this aplication. My company are looking for a report to show number of request by range time ( We work in shifts ) Information about number of request by range time, month and year....somethig like this: Year Hour 2013___00:00-07:00_07:00-15:00__15:00-23:00____________________ Febrary_____73_________65________ 89_____ January_____54_________56_________65__- 2012 December___56__________654_______67____________ Can someone help us. Thank you
Reports folders
Dear Support, I would like to know if there is any possible way to remove a report folder from the Manage Folder view ?? Thanks.
Email Template
I have setup templates for Replying to a Request and Forwarding a Request. This works great when in a Request, one selects Reply >> Reply or Forward the Request. The issue we have is when you Reply or Forward an email in the Requester Conversation, it strips the original email and replaces it with the template. Is there any way around this so it keeps the original email body and subject? Thank you
Change: Notify will link to blank page
Hello, If I send a notification from a Change (General -tab), the target person will get the mail with an URL -path. For some reason it's not a link, but you can copy it to browser address. The problem is that when a reqular user browses to that URL and logs into SDP, the page is blank. Same thing if the user is a CAB Member. If the URL is used with a user account with SDP Tech. rights, SDP will open the correct Change. The documentation states that Change Notification can be sent to "any
New project - add user groups instead of individual members?
Hi, When setting up a new project I am currently filtering by IT Department then selecting the members required, is it possible to add a single group of users? Thanks James
Backup problem
Hi Service Desk Employee. When you create a backup of an error. How to fix it? E:\>cd E:\ServiceDesk\bin E:\ServiceDesk\bin>backUpData.bat Starting.... May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to set the standAlone param as : true May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to reset rootDir using server.dir May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager
User Groups - Department Heads
Hello, Is it possible to create a user group that only contains Department Heads? Thank you, Ben Bowman Peoples State Bank
Send reminder or message to Task owner while viewing the task from my assigned Request
Hi there, When I open my assigned Request to review the Tasks from the Tasks view, it would be much convenient if I could send reminder or message to the task owner by clicking a button next to the task and later on I can trace the communications with the owner using another button. Thanks in advance for your consideration. Have a nice day. Ivan
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