Assets: Servers and iLO management port
We are using HP Servers and each server has an embedded management port "iLO". SDP doesn't seem to regard this in any way. Few issues came to mind straight away: 1. There is no place for iLO IP-address in Server -details 2. The Network scans doesn't recognice iLO port and collect any information about it or the server. 3. The Network scans identifies the iLO port as a seperate Server (or workstation) rather than a port in particular server. No details are collected. 4. How can I link the Server
Build 8201
Hi All, Where can I find the build 8201? I already have the 8.2.0 version installed, but I can't install the 8203 build. Thanks a lot!
Cannot display the "Region" associated to a request
Hi all, ManageEngine SDP 8.1.0 Enterprise Registered. When selecting the "Region" column to display on the requests view, there is no value; empty field. When running a report with the same criteria, the "Region" is correctly filled/displayed. We would like to be able to use one support group for several regions, but to dedicate views. For instance "EUROPE HelpDEsk" Group, with regions "Southern Europe", "Northern Europe", "Central Europe" ... Please advise, Many thanks, Kind Regards, Andrei
Request for asset report - scanning agent and specified software
Dear Support, Can I please have a query compatible with build 8123 and MSSQL as follows: Specified software (eg Mozilla Firefox) of my choice installed on Assets with a SD scanning agent and last scanned time. Columns required: Hostname, User, Department, Site, Software (eg Firefox), Software Version (eg 20.0.1), Last Date Scanned As an example, this is so I can identify which assets are not running the latest version of Firefox, and produce a list relevant to each site/region to request they update
How can i remove content from the Self Service Portal
I am currently enabling the Self service portal and would like to get rid of the the Demo play button and link. I have been unable to find the file that publishes this to the site. Is anyone able to advise me how to remove this or the file location?? Many thanks
Can a report be generated on the Solutions?
Hi there, I was wanting to know if it possible to create a report on the Solutions made in ServiceDesk plus? If so could anyone give tell me how to do so? Thanks.
Possibility for add attachments into notifications
Greetings. Some of our customers are asking for a possibility for add the attachments of a request into the notifications. For example, if a new request with attachment is assigned to a technician, the notification that the technician recieve, he would be able to recieve the attachments of the request inmediately without enter to the env. for downloading. Does this function is in the SD+ roadmap? Regards.
script scan, agent, and https
Hi there, I remember someone said that script scan doesn't work if SDP is in https mode. Would agent works on https? I haven't tried this but want to know if anyone have any experience with this.
Notify of request Status change or Technician assignment
I would be nice to have the ability to fire off group notifications when a request has it's status changed or when a Technician has been assigned. Is this possible?
Notifications for 'on-hold' service requests
More often than not, when a service request is placed on-hold, the technician will overlook it, and not resolve it in a timely manner. It would be ideal to be able to setup notifications to the technician that a service request has been on hold for so many days (recurring). E.g., notify technician xx number of days that the following service request xx has been on hold xx number of days.
Scanned workstations not getting reconciled
Hi - It appears that workstations are no longer automatically being reconciled when scanned. Our procedure thus far has been to enter the Service Tag for the asset created by the PO. When a workstation with that Service Tag is scanned, the machines were automatically reconciled, but this does not happen now. Is this a known issue or did something else change? Thanks!
Expected release date of ServiceDesk Plus 8.2?
Hi, What is the realistic expected release date of ServiceDesk Plus 8.2 which is available in http://beta.servicedeskplus.com with, project management. ? Thanks,
How do I remove Technician from Technician list?
We have two employees who have recently left. They were listed as Technicians. How do I remove them from the Technician list?
Error manual backup
Hi Service Desk Employee. When creating a backup, we have an error: Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) =============================ERROR = *Communication link failure: java.net.Socke tException, underlying cause: Connection reset ** BEGIN NESTED EXCEPTION ** java.net.SocketException MESSAGE: Connection reset STACKTRACE: java.net.SocketException: Connection reset at java.net.SocketInputStream.read(Unknown Source)
font problem
i got a request in SDP but in a different font so i wasn't able to read it from the software, see attached picture
enabled AD authentication Issue ??
Hello, i've manage engine service desk plus, i've some basic quz this is the first time to use it :) i need to enable active directory authentication, i already enabled AD authentication from wetting tab,, "but user can't logon using AD account" how ever he choose from login page domain mode?? other hand when i'm trying to enable "Enable "Pass-through" Authentication " asking me about computer account and password? what computer name and password and Bind string ? it's confused with me and trying
Approve each Change Status \ phase seperately
Hello, Is it possibly to have Approvals for each Change Status \ Phase seperately? I mean, once the Request For a Change (RFC) is made, CAB Member and Change Manager could Approve (or Reject) e.g. Planning, Implementation, Testing, Release to Production and Completed status\ phase each seperately. Also, will there be a multi-level approvals for Changes? Regards lakend
Notification to Requester on assign / pickup
Hi, is it possible to send notification to customer/requester when technician picks up request? This way customer could receive information about technician working on ticket and know that someone is really working on ticket. This is different than auto-reply notification. Thanks. Vedran
User redundancy
How come every time i try to attach a user to an asset i get user redundancy? This example is with the user "Administrator", but i have several users with more than one user. Ex. one technician.
Can Completed Tasks auto fill work log?
We have just started using the Tasks list and Work Log. If I've entered tasks and marked them complete, is there a way for that to be included in the Work Log without manually entering it? Also, is there a way to add a tab to the request for work log rather that going through the Actions menu or the Tasks tab, which can make it appear that nothing has been done (the tasks tab may have "0" listed because there are no tasks, but there has been work entered in work log.)
Security
We want to use Manage Engine to be a Security Incident reporting tool. We would document any security incidents that occur in our organization like a virus getting in or a password being cracked, etc.. Ideally we'd like the Security Analyst to be the only one able to generate these Security Incident tickets and for the security analyst to be the only one that can view the Security Incident tickets. What is the best way to secure this type of configuration? I've thought of using a site and securing
ServiceDesk Plus 8204 Released
Dear Users, Hotfix 8204 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8204 SD-50675 : Problem in loading some technicians while adding a workllog has been fixed. The problem was due to some excluded technicians in 'technician auto assign'. SD-50677 : Problem in loading new work log form when there is more than 500 users. Please refer to the below link for the steps to install the patch.
Java Update
Any plans to update/patch the Java version shipped with SDP? The version we are using is 6 years old! [quote]As of February 2007 the latest version of Java from Sun was 1.5.0_11.[/quote] With all of the attention that Java is getting, it seems to be a vulnerability waiting to happen.
Removing Categories/Sub-Categories/Items OR Renaming Them
Team, With the system that we have in the specific environment, SDP has been used for the past 3 years. And the SDM would like to remove some sub-categories and items, in short overhauling the the category list related to the incident management. I have the understanding that we cannot delete them, but we have to rename them. Can you provide an efficient workaround for the situation. We already have taken out all the categories by csv, I know we can go to each one and rename them,but that shall
Asset and import problems
I am trying to import assets to SDP. And having a diffucult time with it. Hopefully you can help with some of the issues that have come up in first steps: 1. I would like to change the delimiter in CSV import. E.g. from "," to ";". 2. incompatibility with characters like "ä, ö, å" as SDP freaks. 3. Ability to import all Types of assets with one import file. That is: Set the type with a field in the CSV rather that import every type seperately. 3. IP-address is not available in CSV -imports for
SLA violation warning notification
How can I best customize the SLA e-mail messages? I checked in the Notification rule I could not find anything.
ServiceDesk Plus 8203 Released
Dear Users, Hotfix 8203 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8203 SD-50570 : Migration failure when migrating to 8202 while SDP running on MySql version 4 series. SD-50502 : Unable to edit "Is Personal Asset" field of mobile devices(Smart Phone / Tablet). Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
export changes and problems
hello i need to move changes and problems from one installation to another, is there any way to do so?
Use Resquester fields in Bussiness Rules
I would like to know if it's possible to use requester fields (like title) in Business Rules. Thanks in advance.
New Mandatory field in Worklog, how to removed it
Hi, I noticed it after i upgraded to v8201 but it is now mandatory to add time elapsed in a worklog entry in a request/incident. This field is not used by us but we do use worklog to add actions to the requests. We are not interested in the time spent on the actions. How do i remove the mandatory tags from the worklog? and why was it suddenly made mandatory? I use v8125 in production and because of this i am not moving forward to the latest version. please advise.
Service Catalog Template requester view
I find it troubling that the "Requester View" within Service Catalog Template creating, does not in fact show you exactly what the requester's view is. One thing for example is the fact that if you add "Resource Info" to the template (questions that will be available and viewable to the requester) do not show up at all in the "Requester View" tab. Please look into this. Jeff
Android App feature request
When viewing requests in the android and iPhone apps and going into the conversation history. It would be nice to be able to swipe side to side to move through the conversations.
Requests by technician report does not pull up all technician's data
I am new to using the Service Desk Plus software. My predecessor created a few custom reports so we could run weekly reports to show open tickets by technician. The data displayed a graph with each technician's name displayed with the current number of open tickets for that week. Recently something has changed and whenever I run this report, it will only display the data for my account. I had one of our other technicians run the report, and he now only sees the data for his account. I have not
Unable to Close existing Purchase Orders after 8.2 upgrade
After upgrading to 8.2, I am unable to close purchase orders that were created prior to upgrading. Purchase Orders created after the 8.2 upgrade can be closed as normal. Regards, Robin
Feature request in Request View
It would be nice to have a button to expand all converstations in a request rather than having to click on each one to expand them.
Scanning kyocera printers
Hi, We purchased new kyocera printers type TASKalfa 3050 ci, TASKalfa 3500 i, FS-C2526 MFP, FS-3540 MFP, FS-4200DN and FS-2100DN. When scanning in SD+ we get a little bit of information, but not all info in captured but are available in the printer: CI name (hostname) Product (unknown printer) -> most important ! Serial number Mac address Is it possible to capture the location and other custom fields ?
Email Command (email fetching) creates Request for any email even without the special cahracter
Hi, I have setup incomming mail server using POP and enabled email commands. I noticed that ServiceDesk plus creates a new Request of all emails even if it does not contain the 'E-mail Subject contains' field value. What I understand is that the subject line should contain the specified characters before it parses the email, otherwise, it will be ignored and nothing is done. Did I miss any other setting or this is a normal behavior? JC
mail reply to notification sent from problem mgmt module creates a new ticket
Hello We are sending notifications to requesters from within the problem management module to inform them on the progress of a problem When requesters reply to this mail, it will create a new request in the request mgmt module. How can we a) prevent this b) attach the reply mail to the problem in order to have a history of the conversation in the same way you have in request module Thanks for any comment. Best regards, Marc
failed windows backups
Our windows backups on server 08 are all failing around the same time we installed the manage engine asset explorer on them. We've since uninstalled the agents, but our backups are still failing. Any idea how to fix this?
Unable to view the detail of approval request created by my technician
When I was reviewing the approval item of a request being handled by my technician, I found I could not open the approval item to view the detail. Is the problem expected or there a way to view the detail of the approval item?
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