CI Name without DNS record
I have dozens of devices on my network that are only reporting back only IP addressesd (mostly printers). If I change the CI name to allow my tech staff to better identify the asset and for reporting purposes, future scans all fail as the device does not have a reverse DNS record for that CI name to IP address. Why does scan not use the IP address for scanning? Also, why is SNMP not pulling in all the details of the device? All other asset scanning programs we have used in the past (ScriptLogic,
Problem with description request
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
Enable "Pass-through" Authentication
hi, I was trying to ebnable Enable "Pass-through" Authentication. I configured all the required settings in Active Directory Section a I enabled pass-through authentication but while i logi to a system as a domain user into a computer which is joined yo the domain it required authentication before the servicedesk page appears while i enter the user name and password to goes to the login page of the service desk and i need to lenter the username and password again could you please tell me why is
SNMP Scanning
Hi, SDP is recently implemented in our Windows environment. Scanning of Windows machines is successfully done but only for few which have internal issues. However, I have SAN storage devices (FAS270 & FAS2050) with SNMP enabled. How to scan those devices? Regards, Majid
Unknown type OIDs that are not routers, switches, printers or access point
How do we handle assets scanned that report invalid OIDs that are not of the type routers, switches, printers or access point? We have networked devices such as Environment Monitors, UPC's, Power Strips, etc that are network devices that can communicate via SNMP, but are not of the types available. I am unable to identify the device by OID correction, and without that, scans continually fail on that device. I am on 8.1 build 8127
Initiate scan from command line
Hi, I would like to start a scan using the assetexplorer agent in Servicedesk plus after we deploy software to the workstation. Can someone advise how to kick it off from the commandline ? Thanks in advance Michael.
Software security
Hi, We intend to deploy the tool Helpdesk Manage Engine on a DMZ and open the gate to our customers so that they can see the progress and create a ticket. However, since a web portal involves opening our private network to the outside and therefore security problems. I wonder if the software has been tested for safety or if there are security vulnerabilities. Sincerely,
Email Notifications and Loops
I have two email addresses that the business use to notify us of incidents, depending on what aprt of the business they effect. Servicedesk@ and NOC@ If the business put both addresses in an email then when SDP logs the ticket it sends an autorepsonse with the ticket number, this email then creates another ticket and a loop follows. In the admin tab under notifications, junk notification filter I have added the servicedesk@ and NOC@ addresses as advised by ManageEngine support but the loop continues
HTTPS redirect doesn't work with mobile view
Hi there, This is quite urgent. I followed the instruction to set up redirect from HTTP to HTTPS here: http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 The only step I didn't do is step #3. When viewed using mobile devices, it still managed to display the http version. I can, however, browse manually to https when in mobile view. Viewing the site using Firefox on win 7 pc, I can go to port 80 on http://servicedesk.domain.com/mc/ (this is the address displayed on mobile
Business Rules for existing request
I am trying to setup a business rule to email when the Level is changed (e.g. Tier 2 to Tier 3) in an existing request. Can someone please assist?
Resource booking feature
Hi Guys i have just noticed in the next release it mentions resource bookings do you have anymore information reagrding this new feature cheers Adrian
how to record MS Data Center Licenses and assign the Server licenses correctly.
HI, we are running all servers in an VM-Ware environment. For the physical Servers, we have purchases Data Center Licenses, so al Windows Server Licenses of the Virtual machines should be covered. I have linked the virtual servers in the CMDB to the physical servers. Is there a way to let SDP know, that the windows server licenses of the virtual machines are covered? Thanks and kind regards Thomas
Cisco switches and routers
We are on v7 of Service Desk Professional. When conducting a network scan, all of our CISCO routers and switches scan in as unknown workstations. I have specified the correct community string, and our monitoring suite detects them fine using the same string. Any ideas?
Questions regarding reports
Good day, I am new to ManageEngine Service Desk 8.10 Plus. I have been working with the reports module and I often need to edit the dates or add some filters. This does not seem to work for me. Can you point me to some resources that will help me delve into the query reports as well as information that will assist me in editing the canned reports so that I can get the data I need. Thank you
Custom Asset Fields carried over from custom Requestor Fields
One of the cool features of the Asset tool in SDPlus is that when you assign an asset to a requestor the asset will inherit the department, site and region of the requestor. If I set up another custom requestor field that I import from AD, can I have the asset inherit that field as well? Say for "Division" Thanks!
Problem connecting to mailbox
Hi, I am trying to configure email server settings into Service Desk but there is a problem that I have with below error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I am using Exchange Server as my mail server which ssl is enable on it. Could you please tell me what configuration do i need to set to perform this connection? Best Regards
ServiceDesk Plus is loses the Table Formatting in Excel or MS Word.
Hi All, We are having CheckLists to be sent to ServiceDesk Plus with, when we send this list from Excel itself, the Sheet reached the ServiceDesk Plus but it loses all the Table formatting such as CheckBoxes or any other Table. Any help?
need a report of assets with attached files
I need a report of assets with attached files and without it. How to do it?
Unassigned time report SDP
Hi, I need modify the next Query for MSSQL, SDP 8123: SELECT woh1.WORKORDERID 'RequestID',dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (woh1.OPERATIONTIME/1000),'1970-01-01 00:00:00') 'Created Time',dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (woh2.OPERATIONTIME/1000),'1970-01-01 00:00:00') 'Assigned Time', convert(varchar,ROUND((((woh2.OPERATIONTIME-woh1.OPERATIONTIME)/1000)/3600),2)) +':'+ convert(varchar,ROUND(((((woh2.OPERATIONTIME-woh1.OPERATIONTIME)/1000)/60)) % 60,2)) 'UnAssigned
CIID in QUEUEID table is unique for all groups in workorder table?
Hello, We are working in our company with an external KPI software(BOARD7) to show data from ServiceDeskPlus version 8108 we are gathering data directly from database ssql. So ill explain a little our system so you can make an idea: We work with 8 different Sites but all the groups are assigned to every site so that means we get for every "SITEID" a new "QUEUEID" for each group but all with the same "QUEUENAME" for example "Finance" and when we take data from WORKORDER table we get 8 different Finance
Overdue requests to appear on every technicians Home screen
Possible Feature: Could we have an option which will show *any* overdue request on every technicians Home screen so that someone else can see it and deal with it if required.
Manufacturer list
How do I add a new Manufacturer?
Asset permissions
Could you please look at giving more flexibility in the permission for assets. It would be wonderful to allow curtain techs access to curtain sites / departments. E.G Tech A ( a asset manager ) to have access to edit and reassign all assets for site A, but not touch or change site B.
Form Customization
I am trying to add a custom field in the Service Desk forms customizer. I would like to create a new field about the size of the default description field with uneditable text populated in it. I am trying to put a notice on the form. I can seem to create little ones all over the place but nothing larger like the description field. Anyone have a suggestion?
Different Default Template
Is there a way to change the default template to a different template without actually changing the default template. I need to have a different default template for a few weeks and I don't want to have to recreate it after. Thanks in advance, Jason
import of assets
Version 8.1 build 8125 Would like a way to import from a spreadsheet or csv some of our assets such as switches etc that we already have elsewhere. Can someone provide instructions on how to upload/import assets? We tried scanning switches but they came up as workstations (we have cisco switches) how do you change them from type workstation to switch? We could not get it to change. need help asap please
Is it possible for servicedesk to send email notification once a request is assigned to a group on a certain site?
Im one of the technicians who receive requests from servicedesk. whenever someone assign a request to me, i get a corresponding email notifying me that a request has been assigned. that's the case with technician, right? This is our setup: our servicedesk is based in India. If a request should be resolved by another team, lets say windows group, the servicedesk analyst will assign it to the windows server group site (lets say Jakarta). The jakarta windows team will now pickup request from that filter
Time taken to 1st response & Time Taken from Open state to resolved
Hi, Could you help me with this issue, we need to mesure the response time(= Responded Date-Created Time) in h:mm format, and the Time taken from Open state to Resolved state in h:mm format(=Completed Time-Created Time) h:mm format. The header of report . Request ID Level Priority Created Time Responded Date Time taken to 1st response in h:m Time Spent Executed Time Time taken from Open state to Resolved state in h:mm format Completed Time Technician Requester Request Status Thanks in advance.
【ServiceDesk Plus】Survey - Satisfaction Level
Dear Sir, is there any way to change the default satisfaction level scale to "Good at the top and Bad at the bottom"? the reason of this request is our end users oftenly make the wrong choice by mistake, they are used to have the best on the top. that causes our service team to have bab performance in report. Thanks. Alan
Email command subject
I understand that in order to send an email command, I have to use @@SDP@@ as the email subject to indicate that this email is a command. But how then do I actually give the request an actual subject or title? When I use @@SDP@@ as the subject, "Not Provided" is automatically used in the resulting request. Thanks.
change report about added today or resolved time blanked which is two days ago
Hi, i want show the change report that added today or resolved time blanked which change was added two days ago
User-created Templates
In what table do user-defined incident templates exist? I created a template called "Test Software Dev". It's not immediately obvious. I looked in the Templates table but I don't see it. I see other templates like "FileAttachmentKeyTemplate", "ConversationMigrationTemplate", and "UnInstallAgentTemplate" but not the one I created.
Adding groups from Active Directory
I need to have my groups out of Active Directory show up when a technicians sends a replay for a request. I have done a scan and made sure that it was checked but the do not show up when trying to respond to a request.
SDP x SCP
Can I install SCP on the same server SDP? Tiago Toledo - Bigode Blog: http://www.pastelariadigital.com.br
New Report for support tickets
Is it possible to create a report, that will list all conversations and any notes attached to a specific support ticket. Basically everthing that is logged/ attached to a support ticket.
Where are custom fields stored?
I need to be able to pull the names of custom fields as well as email commands available in the system. Where might those be stored?
Using API for requesting assets
Hi, I'n a newby in SDP. Api documentation (REST-API) includes sending template to add request information. However, there is no template for services, only for incidents. Our use case is to be able to request for application access rights which are configured as products/CI's in order to have certain relationships between CI's. I would imagine there is a way to request any kind of products (workstations, keyboards etc) in just one request. In our case it would be just taking advantage of this structure.
Customer satisfaction level selection, when closing the request
Hi, We are using "Automated Close" for the "Request Closing Process". So an email is sent to the requester when the Request is put in Resolved state by our technicians. The requester has the option to close the request via the link sent in that mail. Wouldn't it be nice if the requester could be able to select his/her satisfaction level when closing the request. May be a drop down box with levels 1 to 5. Those selections would be very critical for the companies that provide support services and need
Secure Password Authentication (SPA)
Hi, Does anyone know how to enable Secure Password Authentication (SPA) on Service Desk Plus? Our version is 8126 and we are having delays with outgoing emails and after looking at the log files from WireShark we have discovered that the delays problem are due to SPA not enabled. But I am not sure where I can change this?
Unable to close ticket created through Service Catalogue
I have just finished populating the Service Catalog, i have gone through the testing period to see whether it all works as it should and unfortunately it does not. I have a 'pick list' which i have created in the 'Additional Fields' section of the Service Catalog so it is available to all of the template forms i create (see below). When attempting to close the ticket it shows the below although the field CIA Incident Type is filled in. Does anyone have any idea as to what i can do to sort this please?
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