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.
Ignoring Linux hosts in scheduled scan
Hello, I'm in an environment that's 80% Windows with some Linux servers, I have the ae-linux.sh working but we have a scheduled scan that fails on those as the servers are not scannable. What's best practice for excluding the Linux boxes from the scan?
Service Catalog Service Inputs vs Additional Fields
Build: SDP Enterprise Version 8114 Up until now we have basic templates configuration for our service catalogs. And since the end user is getting accustomed with the interface we would like to make changes into our service catalogs in order to capture as much information as possible. There are two ways. The first is the additional fields which you can define in template ( with a limitation of 24 text characters for one IT Service Category) and the other being through resources which does not have
Report - Asset Cost by Resource Type
Good Afternoon everyone, I'm looking for a report that can display the cost of assets by resource type. It doesn't even seem that cost can be a variable at the moment when creating a custom report. Here's my idea. Let's say that I have 50 laptops, 25 servers, and 10 routers. I'd like a report that would be able to display the following information: Resource Type No. of Items Cost Workstation (Laptop) 50
How to change Domain for Technician
Hi, We are using build 7605. We are in the process of migrating staff from one active directory forest to a new active directory forest. Once a person has been migrated (account/workstation/mailbox) I need to be able to change the Domain that the technician uses to login to SDP. However, I am unable to do this. I have admin. priviledges and when I open a Technician to edit, and select the new domain from the Domain drop down list in the Login Details section and then click Save, it does not save
Is it possible to code links in solutions to open new windows
Right now, my links in solutions seem to open randomly - some in new tabs, some in new windows, and some in the window I am currently in. is there a code I can add to the link to: open in new window open in new tab open in same tab Thanks. Laurea
How can I prevent in the request assign a status to a group of technicians or specialist?
How can I prevent in the request assign a status to a group of technicians or specialist?
Technician creates Incident for Requestor should set RespondedDate/Time
When a Technician takes a call or walk in support request and issues a Request incident, the ticket will break the "respond" SLA if the tech doesn't "Reply" to the ticket he/she just created. Is there a work around or am I missing something... Thanks, Mike
Tahoma Font
Hello Support, Are there any plans for the ability to change the default font within Service Desk Plus? Our company is changing from Trebuchet to Tahoma, however SD+ does not currently send using Tahoma. Am I missing anything at all? Any response is greatly appreciated. Mike
Unable to change back to default view
Discovered a bug in version 8.1.0 Build 8121 where after switching to the Resolved Requests View, I am unable to switch back to any other view. This is occurring on multiple accounts and can be replicated when trying the same account on multiple computers.
Print Report
How can I generate a report on consumer print ServiceDesk Plus? Att, Epitácio Gomes Support IT Estaleiro Jurong Aracruz
Assign Request to another technician
How we can access the report for the requestes into which Technician is changed due to unavailability of Original Technician
Adding requester using API
Hi, SDP; 8122 I'm facing a weird problem. When I add a requester through API and attached him to site SITE, and try to create a request for the former requester, i get : "You cannot create a request for this user. The user belongs to a site for which you do not have access." My technician is surely associated to SITE. But, when a create a requester through the web portal, and attached him to SITE, the same technician is able to create a request. Any hint about this behavior ? JFR
ServiceDesk Plus 8124 Released
Dear Users, SDP 8124 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 8124 SD-48940: Unable to perform the xls import of request, with non-english language personalization. SD-48804: 1. Cleanup audit history schedule does not delete the complete audit history if the data in the audit history tables are high. 2. Instead of fetching the complete
Request ID Not showing in arabic UI
The ID numbers are not shown properly in the arabic UI of the application. the numbers are exceeding the 9 thousand and the thousands digit is cutoff. but you can copy it. Is there a way to solve it? Regards.
SD+ Administrator and Robotechnician Accounts
Hello, We are using SD+ v6.0.0.6015 but plan to upgrade to the newest version. Would anyone be able to confirm the following? 1. We have an administrator account (called "administrator") that seems to have been imported from our corporate active directory. None of our technicians log on with the administrator account. As long as other technician accounts are assigned to the SDAdmin role, is it OK to delete the administrator account? Will deleting the account have an impact on SDPlus functionality?
Default site for technicans
Hi, is it possible to set an default site for an technican? So if a technican is associate to site a, b, c and d and he opens a new ticket, site dropdown will be automatically selected a. But is it possible that for this technican automatically is selected c, because he does the most for c. But i don't want to change template because at another technican this could be other.
Requests on hold changes to open if activity on request
Is it possible in some way to set the settings so that when someone send an email to a request that is onhold the request status get changed from on hold to open? Also would it be possible to set a request on hold for a specific timeframe and after that the request gets opened again and need to be set to on hold again if needed. A notification that the request is now open I think is needed in the two suggestions above Best regards Peter Samuelsson Sodra Skogsagarna
not appear the authentication mode Loca
Accidentally I changed the way I disabled local authentication and single administrator who have not this in my domain. ja ran some command that forum and will post asegui gave no result. My PGSQL database ManageEngine \ ServiceDesk \ pgsql \ bin> and use the command psql.exe-U postgres-p 65432-d ServiceDesk before September update globalconfig paramvalue = 'true' where parameter = 'Enable_LocalAuthentication_Login' after renicie services, more sadly still not appear the authentication mode Local.
ITIL + Comic + Fun - It's also a 2013 Calendar!
ITIL Comical Calendar for Free! Have you come across a calendar which is based on ITIL? Here's a not-so-serious Desk Calendar based on ITIL, which we hope brings a smile on your face. We can't wait for you to start using the calendar, which is why we'll ship it to you for free. All you need to do is send us your shipping details, and we'll get the elves working. Go ahead, Check it out! And send us your feedback. Now, who says ITIL has to be boring? Know more... Bharathi Priya
Report request status changes (history)
We need a MSSQL query showing when the request status was changed, for a particular group and a particular request status. Example: Request status was "Open" on 15th Feb Request status was "In Progress" on 18th Feb Request status was "On Hold" on 20th Feb Request status was "In Progress" on 25th Feb Filters: Group = "XYZ" Request status is not "Closed"
Extra license for Technicians - Service Desk Plus
we have bought Service Desk plus with 20 Technicians License, How can we get 05 More Technicians Licenses.. And how to add this License.? What will be the Price for Extra 05 Licenses. Regards,
not appear the authentication mode Local
Accidentally I changed the way I disabled local authentication and single administrator who have not this in my domain. ja ran some command that forum and will post asegui gave no result. My PGSQL database ManageEngine \ ServiceDesk \ pgsql \ bin> and use the command psql.exe-U postgres-p 65432-d ServiceDesk before September update globalconfig paramvalue = 'true' where parameter = 'Enable_LocalAuthentication_Login' after renicie services, more sadly still not appear the authentication mode Local.
Software assets being listed as Workstations
We recently reinstalled and started fresh with MESD Plus (enterprise edition). I am currently filling in for the person who is supervising the helpdesk while they are on vacation, and it appears that they didn't follow the procedures I had set out for them when setting up assets. I am seeing software licenses categorized as workstations. I need to be able to change this back so that I can properly track licensing versus hardware. I have tried to edit the product type and set it as software, but I
Report on service request custom fields
We need to run reports on the service request catalog but it seems that only the common custom fields are available. Why can’t we report on the custom fields there are specific for each service category?
Service desk plus Build 7608 very slow
we have service desk plus hand have noticed over the last few weeks that it has been getting slower. we only have 4 technitions that use it. The server has been restarted but problem still exists. all other services on the server run with no problem.
Can't connect to localhost on SBS 2003
Webpage will not display on SBS 2003 server once ManageEngine is installed using MSSQL. Port was change to 8082 and ip address was changed to local server IP. Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused: connect); - nested throwable: (org.jboss .resource.JBossResourceException: Could not create
Problem with feature to hide conversations
Hello to all, we are having problems with new feature to hide conversations in SDP. When a technician changes the type of a conversation, the application displays the following error message but makes the change. Has anyone this problem? Thanks in advance PD SDP 8.1 build 8119
Add CC on requesters Replies
Hi! When a requester responds to a conversation, they can not add new recipients to reply. Is there any way that the requester can see the CC field as technicians see? This is what the requesters see This is what they see technicians and I'd also seen the Requesters Sorry for my English.
AD records failing to import
Hello I have error with AD users import System Log Message: Exception while adding the Requester :UserName:ikrivoruchko ,EmployeeID:- ,Title:- ,FullName:Криворучко Илона ,Description:- ,Email:ikrivoruchko@pzu.com.ua ,Phone:- ,Mobile:- ,DeptId:19505 , JobTitle:Oператор ,FromAD:true ,UserDomain:PZUGROUP ,smsID:- ,Ldap_Id:- Probable Cause: java.lang.NumberFormatException: For input string: "UVH@27466137" Help me plz!
How to enable online chat user with technicians
Hi , How to enable online chat user with technicians
Importing assets and components
I'm trying to import a bunch of non-IT assets that contain several components. How do I import the components in to automatically have a relationship with a particular asset? I was thinking of going straight to the DB and do update queries but wanted to find out if there was a more straightforward way.
Attache picture to requesters/technicians
Any way to attache pictures on requesters/technicians so you can view it when you open a ticket generated? Thx
Allow a requestor to view certain types of tickets
I know there is a way to give a requester access to view either all requests for a site or in their department. I am wondering if there is a way to give a requestor view rights to a custom view of requests. For example. If there was a custom field that designated a request as Safety Related (yes/no) I would like our safety manager (not a tech in our department) to be able to see all those requests. Is this possible? Thanks, Joe
The ServiceDesk Plus service keeps stopping after manual restart
On of our client have a problem with fetching OUs from Active Directory because only Users OU is showing so i tried to run the following query in MS SQL Server 2008: delete from adorganizationalunits delete from adousrelationinfo and I stopped the manageengine servicedesk plus service before the deletion and then i shut down the servicedesk plus and started it but when i try to start servicedesk web client it is giving error in the cmd saying the server is not up, first start the servicedesk
I do not see are the oldest open requests.
Hi, I failed to see all requests Open in any user or even the administrator can see, this function more not pictured requests oldest open. what should I do to see you all again. Thanks,
approver rejects request
Hi, In the workflow of service catalog while approvers reject the request. request allocates as unassigned. so the approver and technician cannot see this task anymore to reply or close it. Consequently administrator who can see all the requests should assign that request manually to the required technician. What can I do to mange this manner? Best Regards
Preventive Maintenance
I would like a way to put preventive Maintenance tasks/requests on hold without having to change the schedule each time. Curently the only way I know to do this is change the schedule from say for example from daily to one time event and set a date way in the future or for the next day then close the unnecessary request Thanks Karen
How to get history of request using Servlet API?
Hi, I am using Servlet API to extract request's information (http://www.manageengine.com/products/service-desk/help/adminguide/api/servlet-api.html#about_servlet). Can you please help me how to extract the history of request using this API?
Full theming?
Just applied 8123 and checked out the new Theme feature, but it's pretty limited. Lots of blue left on all of the main windows, only thing that can be changed is the header and tab stuff? Any plans to make the entire interface (including the login screen which is also still blue) fully customizable?
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