Admin TAB - Missing from account 'Administrator'
Somehow I have managed to remove the Admin TAB from the Administrator logon. Q. How to I get the back?
Preventive Maintenance Task - Wild Card usage
I have a Preventive Maintenance task setup in our Service Desk. In the subject line, I'd like the date to be added when the request is generated. Is it possible to use wild cards to add the current date in the subject field when the request is generated? Thx. Dave
logging in problem with iphone/ipad
Hi, I'm getting an incorrect username/pasword error whenever I try to log onto servicedesk plus from either an ipad or iphone, this is happening on either the proper site or the mobile version. It works fine from any other PC. I have checked that it's not automatically putting a capital letter at the beginning of either username/password and have checked it's AD authentication and the domain is selected. Any ideas? Thanks
Restoring Data Issue - Urgent
Dear, We have bought Professional License of Service Desk Plus 3 months Ago, Registered on Email: xxx Here is the issue: We re-installed the Service Desk Plus (as we formatted the machine) 8.1.0 Build 8111 Version, and while trying to Backup from Restored Data, as procedure given on Service Desk Web, The message Appears "Trying to restore data" then the Cmd Prompt and restoring box goes off. I have tried many times with about 4 different Restored Data Files. Note: No error Comes, just windows become
License Agreements
When trying to add a new licence agreement we keep getting the following error. com.adventnet.persistence.internal.UniqueValueHolder Under the Agreement Number. It doesn't matter what we put in this field we get the same error. We've tried rebooting the ServiceDesk server but still got the same error.
Sending email to non domain users
Good day, New to ServiceDesk Plus (and Desktop Central).... I am having trouble configuring the mail connector and I hope someone can offer some advise... SD Plus is receiving and sending email to and from my domain users and users who have an Exchange account, but it fails to send emails to a non domain\Exchange user. The users are listed in the SD Plus as Requesters and can log in without problem. I am also using UpTime to monitor some servers and I am using the same email account to send alerts,
Importing asset details
Hi I am currently trialling SDP as a possible asset management solution. It has scanned our workstations ok, and now I would like to update some of the details it couldn't automatically get (e.g. monitor serial number, cost etc). I have exported the details of the workstations from a room through the reports to excel so I can bulk update some of the information. I then save it as a CSV ready to import back into SDP. The problem I am having is it doesn't seem to want to have all of the fields back
Can i Edit Requester Role?
I need To Give a Close and Delete permission to Requester , I Try to Edit the Role but i cant its Disabled .. How Can i Do this ?
Ability to edit/delete the request when that request is not assigned to technician or technician is not read the request.
Hi, All, Ability to edit/delete the request when the request is not assigned to technician or technician is not read the request. Thank you in advance.
associate incident / change the filter
Hi all, how can I change the filter, when associating an incident to a change?? => attachment thx stephan[/img]
Unable to change the group and technician
Hi, After the upgrade of Manage Engine Service Desk Plus to 8.1 Latest Version. Once the user has created a Service/Incident and it has been assigned to a group and technician the request is than needed to be transfered to a higher level when you try to change the group and technician within the request without clicking on edit you are not abe to view the groups or a technician. Could this be a bug?? How could i fix this issue the previous version didnt have this issue. Any help or advise
Technician contact info is viewable by requestor.... Not good. This must have changed from previous versions.
We purchased SDP in February of last year and really like it. We have kept our upgrades up to most current and am awaiting SDP 8.0. However, something changes between February and up to last upgrade that is a bit disturbing. I was shown today that a requester with SDGuest rights only can click on the Technicians name in the correspondance header of the call and see their extension and their cell phone numbers. This was something we were worried about back in February but was shown that it would not
Customization
Please give me your feedback on the below mentioned:
Report ServiceDesk Plus reallocation of ticket
Hi, Is it possible to get a report telling me the tickets that were assigned from a support group to a different support group? SDP 8114 Professional MSSQL Thanks, Mauricio Fuentes
Notify requester when technician has been assigned
Is this possible? We would like the requester to know that their ticket has been received and assigned to a tech as sometimes we can't respond to the ticket right away.
Mail Fetch Locks Every Few Days
We currently have to restart the Service Desk Service every couple days. Otherwise we stop receiving incoming tickets from our exchange server. Service Desk is configured to retrieve emails from our exchange 2010 server using pop3. Restarting the service always fixes the issue for a few days. This has been going on for quite some time (years) updated to the latest releases has never fixed the issue. We are running the 8117 release and still see the issue happening. Recommendations?
Hotfix 8119 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 is the Issue that got fixed in this hotfix. Issue fixed in 8119 SD-48237: If customers have customized the header logo, then when upgrading to the latest build would remove the customized image. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards,
Service categories
What is the difference between IT Service Category and Business Service Category? Can you give an example of each service category? Thanks
Problem with reports
Hello, I'm having some problem with reports on my ME Service Desk, here is the error I'm getting: Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com net.sf.jasperreports.engine.JRException: java.lang.IllegalArgumentException: bandOffsets.length is wrong! at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62) at net.sf.jasperreports.engine.util.JRImageLoader.loadImage(JRImageLoader.java:274)
Specific reports SDP 8110 Professional version
I need a report to tell me how many tickets were resolved within 24 hours and another report that tells me how many tickets were assigned within 1 hour. Can you help? SDP 8110 MSSQL Thank you very much, Mauricio Deshacer cambios
WorkStation and server audit
we have some servers in our network that we need them to be present in our SDP assets DB but we don't wish SDP to scan them and report them as scan failed. is there any flag or attribute which we can set to inform SDP not to scan those workstation. thanks.
Unable to take the backup of ServiceDesk Plus
Hi, We have the below error two days in a row, both front\back end servers appear to have ample disk space despite what the error suggests. The logs I found in the BIN directory do not give any clues. Can anyone suggest a solution or next troubleshooting steps? java.io.IOException: There is not enough space on the disk at java.io.FileOutputStream.writeBytes(Native Method) at java.io.FileOutputStream.write(Unknown Source) at sun.nio.cs.StreamEncoder$CharsetSE.writeBytes(Unknown Source) at sun.nio.cs.StreamEncoder$CharsetSE.implWrite(Unknown
Error in reporting on demo site
Hi I get the following error on the demo site type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:162) org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350) com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
Possible JavaScript issue
Our developer may have found a possible issue. Please advise... There is a weakness in ServiceDesk Plus’s handling of Javascript in e-mail-generated tickets. You can sneak script into the subject line of e-mails sent to ServiceDesk Plus: (see screenshot labeled - Txt in Sbjct scrnshot) The script will not be shown to the user and it will be executed when the ticket is displayed: (see screenshot labeled - Test test test) The script can be seen in the request list if the sender doesn’t put enough
Turn off automatic ticket creation without shutting down mail fetch?
As in the title, is there a way to turn off the automatic creation of tickets when mail is fetched? We would like to be able to keep notifications on that alert requesters when a ticket is created, and allow for automatic addition of replies, without a ticket being created for each and every item that gets e-mail to our Helpdesk mailbox.
How to allocate consumable licence
HI, I have a software that I use for backup name Storegrid by Vembu. I by CALs that last a month. For each station Store grid is installed it uses a Monthly CAL every month so lets say if I had one station that had storegrid and I bough 12 CALs I am good for the year, and if I install this software on two stations the same 12 CALs will be split in to 2 and used up in 6 months. I would like to asset this in Manage Engine, can some one explain to me how to do it?
Requester Details issue
Is there any way to edit or remove the Default Requester Detail fields that appears on Incident template? also Please tell us that How can we make a new template for specific person as per our requirements which should not include the Requester Details? thanks
restore error
hello everybody im trying to restore a backup but i have this messages: ******************************************************************************** Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] *********************************************************************************
error occurred while trying to check connection with mail server
I can not get SDP to work with yahoo business mail. i have tested using a gmail account, it worked just fine. Any ideas? Thanks Jeremy
Unable to select technician after selecting group
We are having an issue where with some tickets, not all, we are unable to select the Technician once the Group has been selected: As showen in figure 1. Figure1. When no group is selected, all available technicians are available for selection (see figure 2) Figure 2. Or when the Tier 2 Group is selected the available technicians are displayed (see Figure 3) Figure3. The group properties are shown in (figure 4) Figure 4. Support Groups are set to Copy Default Settings for
CSV Import for departments, sites and cost centres
It would be very useful to be able to import departments, sites and cost centres from CSV files.
Unable to apply Hotfix 8116
I cannot apply 8116 to 8114. It keeps failing and I have to restore from backup after re-installing. The updatelog is zipped and attached Please advise
Changing the Site of Department
Does anyone know how to change the site of department from 'default settings' to something else? Can it be done with using the browser interface, or do I need to change it directly to the database?
Asset Depreciation Preview
Dear Users, We are working on the depreciation feature and would like to know your comments on the approach. Depreciation configuration can be provided at two levels : one at the asset level and another at the product level. The Depreciation details configured at the asset level would be used to calculate the depreciation schedule for that particular asset. Depreciation details configured at the product level would be applied to all the assets under that particular product except for assets which
Sub-Catagory Name repeated
Hope someone can help with this it's driving me up a wall. When I open a ticket, choose a category for instance "Hardware", then I go to choose a sub-category like "Server Hardware" it appears like this "Server HardwareServer Hardware" and all my sub categories look like this regardless of what category I choose. Can anyone help? Thanks, Jeremy
Customize dashboard in SDP 8.0
Hi SDP team, Is there any options to configure the dashboard to fit my own organisation? In pre 8.0 releases the dashboard showed 1 week or 7 days in the stats and now 20 days, 7 days did fit my organisation more. Thanks Jonathan
SeviceDesk Plus
I am trying to evaluate service deskplus 8.1. I used the agent to scan assets but my problem is it overwrite assets after it detect more than five. Is this a normal behavior? thanks aries
Requester can see the request of a user group
Hello, Can a requester view the request of all users added to a User Group? Can i create a User Group with the requester A, B and C and then configure the them to see only the requests of this group? Thanks!
Purchase Order "sent items"
Hi. I sent an 'email to vendor' from the Purchase Order page, but received a non-delivery message to my mailbox to state delivery failed. How can i resend or have I lost all the email ?
requester permission
hi dears i want to make a request template that requester can just set the subcategories and items and i want to fix the categories in this template but the software dont permit to do this; means that if i uncheked the requester can set the categories both of subcategories and items change to uncheked from set them
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