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
migrating Servicedesk from SQL 2005 to SQL 2012
Is there anything that needs to be done or can i move and re-attach? Servicedesk version 8.1.0 Build 8112
Internet Explorer
Hi, I need to run a report that shows the version of internet explorer installed on each machine, can you help with this please? Thanks
alert for hardware change
Hello, In service Desk plus I can get an alert when hardware changes?
Ticket report for ticket flow
I am looking for a way to report on tickets that are created by my call center, then passed to the trainers. After the trainers look at it, they pass it to the analysts. The trainers do not edit anything besides the group it is assigned to. We are trying to see how many of these tickets are passed through this way. Is there a way to make a report that would do this?
Link Incidents/requests to IT Service and automatically populate Impact and Urgency fields
Hello. I'm evaluating SDP and trying to create incident request template with the ability to select IT service that is impacted. At the same time selecting IT Service should populate Impact and Urgency fields from IT Service properties. I do not see IT service among available fields, while creating template. Would you please advise, how I can do the above?
I want to make a report that shows replies and notes
I want to make a report, that shows me how many of the incidents, (within a specific time frame) have been answered or have added a note by a technician. This because i want my technicians to get better at answering soon and making notes of what they are doing. Does this report exist, i'm not able to find it?
Service Down
Hello guys We've installed SD+ Enterprise version, our license expired 10 days ago, today We received our new license but now We cannot open the application. It seems that needs to be reinstalled, but When I try to do so, It requires to unistall previous version. I'm afraid to loose the previous information and configuration, and that is not an option. Is there a better way to install our new license file? Thanks in advance
ServicedeskPlus - API - unability to close user session
Hello, we have got small problem with servicedesk api. We have external application, which creates new requests in our SDP instance. It authenticates via one technican account. And there is a problem. Each request creates new account session and doesn't close it. How can we close this sessions automatically? The connection from our c# code is closed after request. Best Regards, Michal
Adding Document Types in SDP 8.1
ManageEngine Service Desk Plus 8.1 CMDB Add New Documents When adding new documents we have four default options for the 'Document Type' Can you add 'Document Type's somewhere in the config? TIA
Service catalog not updating in portal
I am trialing the ManageEngine ServiceDesk Plus software. I have created new Service Catalogs with new services but they are not updating the list when I log in as a requestor. I've tried restarting the ManageEngine service but this hasn't fixed it. Any ideas?
How to create customize form in service desk Plus
We have an XYZ application with different modules, groups and roles for each department. What we need is whenever End-user creates a request to change or modify the existing roles or assign and remove permission from modules; it has to come through the End-User Department Supervisor and manager approvals as a workflow. Please help me in creating this type of form
vendor list,Purchase Order
Dear, good day, When I want to choose vendor in Purchase Order Show me a list of all Types of devices as shown below ! as will as if there is workflow for Purchase Order ? please attachment
Scanning Vmware ESXi 4.1
I have been working on this all morning to no avail. We have 3 ESX 5 hosts that scan correctly and work properly with showing the virtual machines it hosts and the proper information. But we have 1 ESXi 4.1 host that is a standalone development box that, when scanned, gives the following error. FAILURE :One of the workstation attribute which is mandatory is set as NULL. Hence this workstation cannot be added. But the problem is that it doesn't say which attribute is set to NULL, instead it leaves
Postgres Issues
Since installation we have been receiving the following error in Event Viewer and ServiceDesk has been flaky at best. Any ideals? The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information
How to remove "Rejected" status?
Is there a query I can run to remove the "Rejected" status from the Problem/Change status list?
7507 Site missing as a criteria in Business Rule
Let me preface by stating we were one of the companies which pushed for some other Requester designator to import from AD, other than "Department". We are a multi-national corporation with over 50 offices world-wide. "Department" is restrictive to a Global Enterprise as a true source of routing requests. Last year we participated in a private meeting with ServiceDesk Engineers where we made it clear the Office field in AD was a much more powerful choice. And it was promised to us we would have
Purchasing module
Would it be possible to add an account number or GL code to each line item in a purchase request? The only option that is currently available is to have a single GL for the entire purchase order. We currently use an excel spreadsheet that has space for a different account number for each line item and we have multiple account numbers that we use when completing a purchase order.
Deleting archived requests directly from DB
Hi, It's good to have possibility to archiving requests but this is also a big problem that we can do nothing with them - and all category, subcategory etc. are depend from requests which are out of manage! Can you help me to understand how possible to delete some archived request directly from DB? By what sign possible to different it's position (table) from position (table) not-archived requests? (ManageEngine ServiceDesk Plus 7.6-7606) Thank You, Alexander P.S. Sorry, I'm ask this in one of topic
Exclude specific IP addresses during scan
Few of our customers have requested a feature where in certain IP addresses configured should be excluded during scan in SDP. The main purpose of this post is to collect the scenario's where customers need such a feature. Like A network has both workstations and ip phones and we do not want ip phones to be scanned. There are a set of machines which are not managed by me but handled by a different technician and I do not want those to be scanned. Moreover would support for configuring device names
Top 20 items more requesteds SDP 8114
Hi, I need the 20 most requested items with their respective amount within a certain date range. MSSQL Help me wit this report. Thanks, Mauricio Fuentes
Add custom views to problems and changes tab
We would like the abbility to create custom views on the changes and problems tabs.
Linking Solutions to Incidents
At the moment, adding a Solution to an Incident simply copies the contents of the Solution to the Resolution tab of the Incident. This makes it virtually impossible to report on the use and effectiveness of Solutions. It would be great if Solutions could be "attached" to an Incident, much in the same way Changes and Problems are. We could then report on the number of Incidents attached to particular Solutions, and potentially track trends and provide more proactive support. thanks.
Changing values in the database and getting the service to notice
Happy users of ServiceDesk Plus, however we have two very high priority application needs- -SLAs measured in business hours / days. -Business rules (e.g. auto-assignment) that vary based upon time of day / day of week. For the latter a seemingly simple, albeit hacked, fix is to change the underlying data in the database, disabling one rule and enabling another at scheduled times. My only concern is whether the application actively caches this data and thus would have no reason to re-read it, and
time report
hello i would like to know how to generate a report displaying the requests, technicians, and time spent to resolve the tickets and the average of each technician's time to resolve his tickets. thank you
Associate Product to Vendor
- I have an Asset which originally have the following information. Product Name = "blank" Vendor Name = Mang Jack's Surplus - During audit, the Product Name (which was originally empty) and the Vendor from whom the Asset was purchased from are updated to: Product Name = Dell R710 Vendor = Dell Authorized Distributor - When I go to Admin>>Vendor and click on the Dell Authorized Distributor, Products Tab - Dell R710 is not listed as an associated product. Is this the expected
User must close call once resolved?
I've been asked to research various helpdesk solutions and have installed a trial version of ManageEngine. One of the requirements from management is the user must close their own call once resolved by a tech. This is to ensure they are happy with the resolution. Does ManageEngine do this and if yes where in the config is this specified? Thanks,
Set Asset Permissions to view only
Is it possible to set the permissions for the Asset module to view only and not allowed to edit?
Additional fields problem
Has anyone had a problem with the incorrect default value showing for an additional field when creating via a template? I have a field which contains drop downs of 0,1 and 2. It always defaults on 0 rather than "select": When I check the configuration under admin > Incident - Additional Fields, 0 is not selected as the default selection: I have restarted the service a few times and this has not helped. Any ideas at all? This Service Desk is on Version : 8.0.0 Build 8013 Thanks, Mike
Requester's name
Hi, SDP 8122. Trying to create request for requester with name embedding slash or simple quote gives error : "You cannot create a request for this user. The user belongs to a site for which you do not have access." The same user but without a slash or simple quote has no error. So "john doe" is ok but not "john d'oe". Is it a bug or some a limitation ? jeff
Change Management Questions
Hi, We are finalizing our Change Management process and would like to know if the Change Management module of Service Desk Plus will be able to suport: 1. configure workflow of Change Status i.e. freshly created Change Requests have a default Status. And depending on the current Status you can only go to a certain status. ex: From For Cab Approval to "Rejected" or "Approved" only and not straight to "Completed" 2. configure mandatory fields per status of the Change 3. How is the approval
set default value when creating default request
Hi there, Is it possible to set default value on certain field when requester create new request? For example, setting the Priority field to Normal by default instead of "-- Select Value --" Thank you.
Option to set an expiry date when receiving item in PO
Hi guys, it would be nice to have the option to set an expiry date for the Software License or Asset in the Purchase Module when we receive items. I currently have to go in every asset to set the expiry date. Also would be nice, when a software license is expired to have the license automatically set to expired and not be able to assign is anymore, currently the expired license are still available to be assign to client. thank you Frikdel
Incident and Service Templates not working after Update to 8125!
After updating the incident templates are no longer accessible: javax.servlet.ServletException: java.sql.SQLException: Cannot resolve the collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in the equal to operation. We also get an error when trying to change service templates: FAILURE :Exception while trying to get the Incident Template details. Seems to be a collation problem of the database. We are using MSSQL. I also send an email with support file to the support
Service Desk New Request Via Email
Is it possible that when a new request is submitted via email, that when converted to a ticket that a copy of the email is also attached as an .MSG file?
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 of
ServiceDesk Plus 8125 Released
Dear Users, SDP 8125 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and Features, Issues fixed in 8125 SD-48726: Performance issue with the mail fetching in the environment where we have large number of notifications, due to inefficient query has been addressed New Features in 8125 SDF-49103: Support for additional operations in REST API. The following new operations are added, Request:
Exchange 2010 - Problem connecting to mailbox
We are having issues getting SDP to pull mails from its dedicated mailbox on our exchange 2010 server. I have tested the account via outlook and everything works as it should.
Scanning AIX Systems
The documentation lists IBM AIX as a supported scannable system for ServiceDesk, but I have been unable to successfully scan an AIX system. Has anyone had any luck with this?
How to properly group requests based on the asset involved?
Hi there, At the moment, i know (roughly) how to produce a list of all requests based on the user/requester name. But is there a way to easy do this based on asset? What we're trying to achieve is to perhaps quickly find out how many incident an asset is involved with. Unfortunately when viewing the Requests tab (under technician view), Asset is not listed in the selectable column view. Thank you for your advice.
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