Asset Issues
Hello Service Desk Support We have a site running ServiceDesk 8.1.0.8105 who are having some issues with automatic updating of assets in asset explorer. There are two issues we are currently facing. The first is that the automatic scan appears to be working according to the log file (see below) but the device does not update it's asset information if has scanned successfully in the past, and does not add a record if it has not previously. Licences for assets are not an issue as there nearly 100
on Firefox: managed software not listed when creating new license due to special character
Hi there, As the subject says. ServiceDesk Plus 8125 (This behavior can also be replicated under AssetExplorer 5617) The Scenario below is done using Firefox 19.0.2; IE is not affected.: One of the Adobe software scanned has the following information: Software: Adobe Acrobat X Pro - English, Français, Deutsch Manufacturer: Adobe Systems, Inc. Type has been set as managed. When we tried to create a new software license: Software > Software Licenses > Add New on the [Manufacturer] field, we chose:
Logon To screen
Is there any option to set the "Logon to" option in the login screen to some specific domain? Users are getting confused during login on which domain to select.
Linking Asset subject to the incident
Is it possible to link an Asset, in my case an Access Point to a Subject incident? There are several access points that have to associate the subjects of incidents and issues eses are always standard. Tks, Leandro Marcollino
Linking SLA to sites
Is it possible to link a newly created SLA to multiple sites? If possible pls give me the procedure for doing that. Also I am unable to add users in the escallation column other than technicians. Can we add other users also in the escalation matrix who are not in the technician list? Regards Jobin Jose
Needed account for ServiceDesk network bakup !!
we use ServiceDesk in our domain ,we are scheduling backup over the network to a UNC path what domain account do I need to give permissions to.it says here http://www.manageengine.com/products/service-desk/faq-general-modules.html#BackupRestore4 NOTE: Please provide full access rights to the folder where you want to copy the backup. gave full Share and NTFS permission to : 1-service account running the ManageEngine ServiceDesk Plus full control .didn't work 2-the computer account of the server
Problem on requester's Replies
Hi! I have a problem with the replies from the requesters. I've changed the template the replies as seen in the next image. When the requester hit the reply button underneath the description of the request everything works fine. But when requesters pressed the answer button that is in the conversations is automatically added to the response template the text of conversation. This behavior does not happen with the technicians and that regardless of the answer button is pressed always the template
Generate customized report
Hi Team, Kindly help to generate customized reports below: Severity breakdown percentage SEVERITY BREKADOWN PERCENTAGE SEVERITY # OF TICKETS WITHIN SLA BEYOND SLA WITHIN SLA% BEYOND SLA% Summary report per Technician Technician SEVERITY LEVELS TICKETS STATUS Technician CLOSED SEV 1 CLOSED SEV 2 CLOSED SEV 3 CLOSED SEV 4 CLOSED SEV 5 CLOSED OPEN TOTAL 0 0 11 0 0 11 0 14 Within SLA Beyond SLA Within SLA Beyond SLA Within SLA Beyond SLA Within SLA Beyond SLA Within SLA Beyond SLA 0 0 0 0 1
Removing Requesters using AD Import
Hi, What happens when the AD import runs and existing accounts are disabled in Active Directory, do they get removed from GSD as a requester? Thanks MP Service Desk
Table for Archive Request of ServiceDesk in SQL Server 2008
Hi, What is the table of Archive Requests in SQL Server? Best Regars
MESDP+ (8.1.0 Build 8125) Assets-Product Type-Product-Vendor Database fouled up with crap
I have inherited the helpdesk duties at my place of employment. We currently are running manage engine service desk plus version 8.1.0 Build 8125 and use the Asset management tools running on a Win2k3 virtual machine. Quite some time ago when the system was on an earlier version a technician attempted to enter assets into the system enmasse via .csv imports. The technician didn't really understand the import operations and in doing his imports he ended up creating 1000+ Product categories and in
how to take outside directory backup which is not present in webnms home.
Hi, In webnms backup script only take the backup of database and directories present in WebNMS home, but my requirement is that I have to take backup of outside directories which is not present in WebNMS home. Please let me know how can i take backup of others directory except webnms home. Regards Surendra
Cannot get Active Directory Authentication to work...
I have enabled pass through authentication and managed to important all of my users and accounts... But no matter what i try to do Pass through authentication will not work... When i press save it just says "SUCCESS :Active Directory authentication is enabled." When i go to a computer and go to the URL i get a popup box asking for login credentials like the windows login box asking for a username and password, if i cancel it, i go to the helpdesk and it asks for a username and password...
restoreData.bat
hi I wont halp ManageEngine ServiceDeskPlus Version : 8.1.0 Build 8112. When I do restoreDaba.bat this backup >> backup_mysql_8112_fullbackup_03_11_2012_18_58.data Everything is well. And when the year is 2013 here is the problem >>> backup_mysql_8112_fullbackup_03_11_2013_18_58.data Does not restors and srvices dies Can you help me ...
How to change the default submission view
Hi All. How to change the default submission view in the user interface on the home page? In older versions of the interface were more useful topics. Older version – http://img-fotki.yandex.ru/get/6430/105209271.0/0_93931_fa5fa5de_M.png Now version - http://img-fotki.yandex.ru/get/6430/105209271.0/0_93924_996d2843_M.jpeg
import assets from excel file
dear tech. support, is there any way to import asset items from excel file and insert it one time to the assets section in the system version 8.0.0 Build 8022
Generate report for only business hours
Hi, I need a availability report (Percentage) which should show only defined Business hours. However i can't find any drag down option to selct the business hours report on the report page. So, i would like to know is there a way to associate this on the report? or it can be generated in different simple ways? I'm using Apps Manager11. Please let me know if any more info required for better clarity. Regards, Karthik.
Critical error on manual and scheduled backups SQL 2012 SDP 8027
Hi Service Desk I discovered that I have the a problem with the backups, please see error message below when performing backups. I am using SDP 8027 and SQL Server 2012. This happens either with the scheduled backup and the manual backups Also, I cannot upgrade to 8.1 because of this error, is there any way to skip the automatic backup when upgrading? It was possible before in v 8013 What could be the problem? Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your
approval status does not update in change management
Hello In request management the approval status does update very well In change management, the approval status does not update Is this a bug? Please help. Marc
Remote Control Agent by IP Address
When I try to use remote control from the agent it looks like it is trying to connect by the computer domain. Is there anyway to automatically change this to the IP address? If I change the computers name in service desk to the IP addres then I can connect.
arabic language problem
hello I've a problem in notification emails, i changed the template to Arabic language,now the sentence will have both English and Arabic words, i set it in the notification template RTL but when it sends it to technicians it goes LTR which scramble the order of the words
Apache TOMCAT update in SDP
Hello to all, could you tell us how can we update SDP Apache TOMCAT to last patch? Thanks in advance
SDP - Report schedules can only be seen by technician who created the schedule
Hi, I've noticed that in SDP when a report scheduled by one of the technicians, the schedules can not be seen by other technician (Scheduleing Home screen is blank) Thank you, Miron
NTLM error when accessing link copied from web browser
Hello, We have found an issue that occurs when coping and pasting a link into a non-IE browser. For example, open a service desk ticket in a browser. The link appears as..... https://<name here>/WorkOrder.do?woMode=viewWO&woID=134&&fromListView=true If you copy/paste the above link into Chrome, you will get an "NTLM Failed Redirecting To Login Page." error in the Chrome browser. If we paste the link as https://<name here>/WorkOrder.do?woMode=viewWO&woID=141 It opens properly/ Thanks!
Information stripped out of email
Hello, I have recently had several examples of where a customer has emailed in with pasted information from another website or a word document. The email arrives ok into Gmail but when SD+ picks the call up, some of the information has been stripped out of the call. I assume that this is something to do with the formatting however I cannot ask external members to submit their queries making sure they have used "paste special" and removed the formatting. Are there any known problems regarding this
IE10 Field Sorting
I haven't tested this on Win 8, but in IE10 on Win 7 (which is now in general availability) the sort order in some of the drop-downs (category is one) is incorrect. I seem to remember the same problem happening when a prior version of IE was first released. Hopefully an easy (and quick) fix. Thanks, James
The new improved change mgmt, release date.
Hi, Is the Tentative Schedule for the new improved change management still scheduled for March 2013 or will it be put to a later date? Or will it be released together with the new project management module in 8.2? Thank you in advance. best regards Markus
Cannot Login via LDAP authentication
Hi, I am using LDAP authentication and LDAP server type is "Microsoft Active Directory" and work fine. Recently we have changed the Microsoft AD structure and move some accounts to another container. After that, we found those moved accounts cannot login the ServiceDesk even import the accounts again. Thanks a lot. Cheers, Max
Custom Form Fields Specific To Request Template
AdventNet is on the right track with request templates, but could be benefited from adding the ability to display certain form fields for input based on the type of request. The default, built-in, "New Joinee" request template is a good example of this. When you select the "New Joinee" template, the "DESCRIPTION" of the request is populated with specific text to this type of request. Instead of custom text in the DESCRIPTION along the lines of: Employee Name : Employee Title : Date of Birth : E-nail
Is it possible to set default rate score in satisfaction survey?
Hi, My manager, he asked me about default rate score in survey. He want to set it as Excellent. So is it possible to do that? Thank you, Sakarin
Options link not showing on login page
Hi, We have an intermittent problem whereby the 'Options' link (the one that allows you to switch between Domains or to use Local Authentication) on the login screen disappears. Sometimes it is there and can be used correctly. Other times it just disappears. We are using a mixture of browsers, but mainly IE 8 and Firefox 5.0. I've tried restarting the services on the server, but this does not help. Sometimes what seems to work is to clear all cached data from the browser (history, cookies etc.),
Servlet API and additional fields
Hello! I use service desk plus (8.1.0 Build 8114). I update requester information through Servlet API. I change only one field (for example, phone). I don’t use other fields. After editing, phone is changed. Values of other standard fields are not changed. It’s very convenient. But values of additional fields are changed to empty values… Can you change this in new versions? Thanks in advance
how to move archived requests from archived requests list to active list?
I got a problem some opened requests were moved from active list to archived list, how can I move backwards?
How to export from helpdesk customizer
I need to export my whole list from SD plus of all the Categories>subcategories>items from Helpdesk customizer so i can see every item but can only see an import option not export
Change Request Report with Notes
I need a Report for Change Requests with the following fields: Change ID, Title, Requested by, Technician, Priority, Change Status, Vendor Technician, last 2 Notes Added I would like it Grouped by Technician if possible. I can get a report out without the Notes but come unstuck with the Notes.
Remote Control by Agent with IP Address
Is it possible for the Remote control by agent to try to connect by the computr IP address instead of the comptuer name? When I change the name in service desk to the IP address I am able to connect.
Asset troubleshooting page
Hello. On the asset troubleshooting page (/FailedWsListView.do) I can choose to show maximum 50 assets per page. Can you change maximum value, set it 250 as on other pages or 500... We have about ~500 assets in troubleshooting and it is very annoying to jump forward-backward, Thank you,
Group by <column_index>
Hi, In Reports is written: "Group by : Query statement ends with group by <column_index>" What is mean with coulmn_index? BR, userah
PO Header Change
We are looking at using the Purchase Module but the the PO should reflect the subsidiary of the company. If I change the Organization Details (Admin>>Organization Details under Helpdesk Block) to that of the subsidiary, will that cause any issues with how the other modules run?
Feature Request - Business Rules
Hi Support We would like to have the Business Rule run while you are creating the ticket not just after submission, for example; · Would like the system to show on the screen when an analyst enters a VIP or White-glove list requester, a note would pop-up and indicate to the Analyst they need to escalate the request or perform a specific task · Based on the site of the Requester and the CSI chosen, a Group will automatically be chosen · If the answer to question "Does a Deskside Technician
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