Customizing Service Desk
I was wondering... is there a way to customize the log-in page of ServiceDesk? As in, add a link on the log-in page so that a user can request an ID and password, etc? Please let me know! Emily
XLS Template for scheduled query reports
We are currently running a scheduled query report that e-mails the results in xls format. We would like to be able to specify formating options for the xls file such as column width. Is there any way of specify a template file? Or are there formating commands for the export to xls?
Problem with fetching mail
Hi! Today we started to get this mail and the fetched mail just disapear from the inbox and there is no sign of any ticket in sdp Any tips on how to solve it or point in the right direction would be nice. For now we have stopped the mail fetching and doing it manually. Product Name : ManageEngine ServiceDesk Plus Build No. : 8121 System Error Notification Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing
Work Log Sporadicly does not work - No display and entry not allowed...
I am interested in knowing if thereis a way to get around this issue... Work Log most often does not work - No display and entry/edit is not allowed... I can use resolution to add a work log, but cannot see or edit entries; is there any setting that may make a difference? I have tried Exploreer, Firefox and Chrome and still have this issue... Thanks! James E. Satterthwaite
Notification by Mail
Hi when we receive a mail from any customer, we need to send the customer a notification of assignement to the specific group member but we couldnt find any settings or options. Could you please suggest anything? Thanks Riccardo
How to add "Purchase Order No." information in asset report
Hi, I am using this query to generate a asset report ( in use workstation report with many informations ) : SELECT MAX(deptDef.DEPTNAME) "Department",MAX(workstation.WORKSTATIONNAME) "Workstation",MAX(workstation.MANUFACTURER) "Manufacturer",MAX(workstation.MODEL) "Model",MAX(state.DISPLAYSTATE) "Asset State",MAX(workstation.LOGGEDUSER) "Last Logged In User",MAX(osInfo.OSNAME) "OS",MAX(deptDef.DEPTNAME) "Department",MAX(workstation.SERVICETAG) "Service Tag" FROM SystemInfo workstation LEFT JOIN
Report Issue - grouping calls together
I was trying to create a report that showed all the open calls for a particular subcategory, in particular all the work log notes. I have the query below which gives me all the information that I need: SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",wotodesc.FULLDESCRIPTION "Description",pd.PRIORITYNAME "Priority",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.DUEBYTIME) "DueBy Time",rc.DESCRIPTION "Updates" ,wo.TIMESPENTONREQ/3600000
Enable remote control
Hello How do I enable remote control, and, since I enabled in Admin> Discovery. A full scan, however not enable the remote control to the stations. thank you
domain name changed
Hi, There is a question. Service Desk is working with a specific domain name and it's clients on it. Now I want to create a new domain with those same client which were in previous domain. If the client's domain change , that client cannot see his previous tickets. Is there any way that client still can see his previous tickets in the new domain from service desk which is with another domain name ? Best Regards
Groups gets reset to none when bulk editing requests site
When we bulk edit requests and move them to a different location the group field gets reset to none. The bulk edit suggests that this won't happen because the group field is set to 'leave as it is'. We recently updated to version 8.1 Build 8121.
Managing the software maintenance
Hi all, I need your input (way to proceed) on the way to manage the Software Maintenance. Example: Adobe Acrobat Pro offer maintenance plan (support plan) in order to have the rights to upgrade the software and have access to the support. I currently processed this way: -We have a "Product Type" called "Software Maintenance" -Software Maintenance: Type Component / Category: IT -I call the maintenance like this: Adobe Acrobat - Maintenance -When I close the PO (receive Item) it create Asset -I change
purchasing Microsoft OVS licences, question about CAL and server licenses
hi i have always used the purchasing module to purchase licensing and this is how i have done it in the past (btw am running version 8117) 1) for officepro plus licensing i selected the office 2010 professional software (as you need to select scanned sotware from the dropdown list when creating new software item) when creating the item 2) once purchased i received the licenses 3) did same for server licensing i have a feeling that this is not the correct way of doing this what is the best
report including incident costs
we would like to use the field Incident costs from the work login the reports but We cannot see it. is it possible ?
Requests closed by requester will have the "Closed without requester's acknowledgment?
Hi there, during testing, let's say everything goes as normal. The technician fill in a resolution and set the status as Resolved. The requester will open up the resolved request and click the Close button at the top (same area as Reopen/Actions/Reply). When that's done, under Request Closure Details, there's a message saying "Closed without requester's acknowledgement" Is this expected? Should any request closed by requester themselves have the message as "Closed with user acknowledgment" or something
Security issues raised about the servicedesk server during a security audit of our servers...
Hi all, We recently have gone through a security audit that included a security scan. During the scan it was brought to our attention that the servicedesk server has two security vulnerabilities. Both of these vulnerabilities seem to be directly related to service desk. Issue # 1 - Web Server Uses Plain-Text Form Based Authentication - THREAT: The Web server uses plain-text form based authentication. A web page exists on the target host which uses an HTML login form. This data is sent from the
Send Notification Failed
Good afternoon. When I reply to an incident shows the following error: Send Notification Failed ("Error al enviar la notificación") I use Exchange 2007. Before working properly, but the problem appeared since Saturday because I had to restart the Exchange server. Thanks
Apache Tomcat/5.0.28 Error Report
When I clicked the link to approve a request, the following error message appeared: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.adventnet.servicedesk.notification.util.NotificationFactory.formateDate(NotificationFactory.java:1010) com.adventnet.servicedesk.helpdesk.util.NotificationUtil.getReplacedString(NotificationUtil.java:345) com.adventnet.servicedesk.helpdesk.util.ApprovalUtil.updateApprovalDetails(ApprovalUtil.java:322)
Module provided in the request is not supported
Hello! I use REST API in service desk plus and have 2 questions: Question 1 I send command: http://hd-test.ds.local:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXX Response: <operation name="GET_ALL"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation> Where is mistake? Question 2 Can I get department list through service desk API? Thanks in advance!
Attachment image in report
it is possible to add attached image from email column into new query report?
When searching for solutions, subject title doesn't display in full
Hi there, Another issue here. When a requester search for any solutions entry, the title doesn't display in full: This won't look good considering we will add various knowledge base. Example: Suppose we have 2 entries with a long and similar name such as - Connecting to the Company's Outlook Web System from off-site using Microsoft Outlook - Connecting to the Company's Outlook Web System from off-site using Internet Explorer What they probably see is 2 entries with the same title: Connecting to the
Ipad mobile service desk plus app
Yesterday there was an update on my ipad for the ME service desk plus app. Since the update the app will not launch. Is there an issue with the app now? Should I not update my iPhone if the App Store wants me to as well?
When requester searching for asset to be attached on new request page, [All Sites] shows nothing.
Hi there, SDP 8.1.0 Build 8123 Scenario: A requester filling in the form and try to choose from the list of assets. When the following is set: Type of assets: All Assets Site: All Sites Nothing is listed. Only if they select the appropriate site then all assets of that site will be shown. This does not happen when from a technician view. This behavior is consistent between Firefox 18.0.2 and IE 9. Anyone else have this issue?
Can technician be notified when someone finishes a survey?
Hi there, As the subject says. Can we (technicians) get notified if there's a survey is submitted? We just found out that some people submitted surveys with some suggestions and only realized that when we're changing some survey settings.
Select Option When Sending an Announcement
Hi Actually im using SDP Enterprise v 8105, and when i need to send an announcement it could be easier to select from an user list instead of writting the complete email direction of each. This is, beacause sometimes i need to send some information to all the users and i have 3600 IT users and it is kind of complicated. So in my case/situation will be great if you made this happen. Thanks!
Time based billing
Hello, Currently we offer two types of contracts: 1) standard re-curring monthly contract 2) retainer contract billed per time spent Option two involves more admin time and often leads to customer running out before we even notice. I therefore would like to know: 1) Could automatic alert be sent out once support plan has pre-set number of hours/days left? This is really the key as customers who buy retainer (hour-based) support are not interested in billing cycles anyway. They pay in
Report for the SLA , Incident management and Problem count
Hi , Can you send me the query to run reports for the attached files. We use Product Name : ManageEngine ServiceDesk Plus 8.1.0 License Type : Registered Version License ID : 219527 Customer ID : 1211-111-0883 Product Edition : Enterprise Thanks Hisham
Report change status SDP
Hi, I need a report that shows me the time between the opening of the ticket and upgrade to a specific state. Help me please. MSSQL Mauricio
how do i perform email commands in service desk plus pro?
I have the newest version of service desk plus pro and wish to perform email commands. I want to be able to send an email to myself (jeffery.carlson@garrard.kyschools.us) and close a request. I created a sample request to close and it has request id 9 on it. Can someone please explain to me how this email command system works. Without email this system would become useless in our organization. Heres my sample email code: Subject: @SDP@ Body: @@OPERATION = CloseRequest@@ @@REQUESTID = 9@@ Also, i
Adding requester using API causes exception
Hi, SDP 8122. When adding requester using API, i sometimes got weird exceptions : [10:35:17:506]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|: In RequesterOperationServlet doGet()| [10:35:17:506]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|: In RequesterOperationServlet servlet's doPost()| [10:35:17:616]|[02-27-2013]|[com.adventnet.servicedesk.servlet.requester.RequesterOperationServlet]|[INFO]|[94]|:
Question about Email command
Hi, I've a question about email command. Commands are working fine. But when I put pictures into resolution command. It will not show those pictures on resolution filed in console. So is it possible to make it show pictures? Thank you, Sakarin
Hotfix 8121 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8121 SD-48283: If no site is configured in SDP, the Group list is empty when performing spot edit on a ticket. SD-48229: Unable to un-assign the asset associated for the request. SD-48104: While adding images to Incident template, the images will not be saved properly and will
Manageengine.Service Desk Version: 8.1.0 Build 8125 Server not Starting
Can you help me solve this problems?
Tickets from creation to resolution greater than 15 days for a "support group" and a specific "date range" (SDP).
Hi, Please helpme con this query for MSSQL SDP 8123. I need the following fields: RequestID UserID Title CreatedTime ResolvedTime TechnicianID Item StatusID Thanks a lot!! Mauricio
Change Database ServiceDesk Plus 8 Build 8125
Dear Because ServiceDesk Plus 8 Build 8125 Enterprise is postgresql database? Not be used as a mysql database? Because ServiceDesk Plus database change? I can help regards Andrea Paniagua
Error editing workstation
We're having problems when editing a workstation. On the "Edit Windows Workstation" screen, all of the information appears down to "Asset is currently". The appropriate drop-down is displayed, and then nothing else shows up. In IE 9, I get this: <span id="hideR; Firefox doesn't display the HTML tag, but it also stops displaying any further information. The problem happens more frequently than not, but is not entirely consistent (sometimes the full information will display). Strangely, a reboot
Problem searching archive requests
I have a group of technicians that get no search results when they attempt to search in Archived requests. I have another group who can take the same keyboard and get numerous results. Both have identical roles assigned, in same groups and same sites. I cannot find any difference in how they are set in SDP. What rights are needed so they can search archived requests? Thank you.
How to enable none-tech to see request submitted by other users
Hi, How do I enable none-tech to see request submitted by other users?
Schedule AD import to specific time
Hello to all, are there any way to schedule AD import in SDP to a certain hour of the day? We have experienced some issues when the import performed during work hours and we would like to schedule it nightly for exemple. Thanks in advance
E-mail Id(s) To Notify
It does not seem possible to build a filter based on the field E-mail Id(s) To Notify. The field is also not available as a column in the reports. Is this being considered for a future release?
using reminder for requester?
Hi there, When a requester logs in and trying to set up a reminder, there's no option for Email me before. That option only appears if I'm logged in as admin/technician. Is this expected? If yes, that pretty much defeats the purpose of having a reminder. I've tested this using both IE9 and Firefox18.02 and both shows the same result. SDP version: 8.1.0 Build 8119
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