Modify default asset states
Good morning, I need to change (translate) default asset states or to disable default states but I can't. Can I operate this change modifying a configuration file or any other way to change the default asset state list? We are using SD+ 8.1.0 Build 8117 TNX Manuel
Detailed report for changes
Can someone help me? I would like to make a report of all my changes with a summary of alle related tasks and problems. I can't find this. When I try to make a summary report. I can't select the changes. Thnx! Saskia
Customizing the Requesters web interface.
Hi! Is there any way to customize the Requesters web interface. like, can i remove the Sollution section and the video link from the page.
Hotfix 8116 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 This hot fix addresses the user login issue that occurred after upgrading to 8115 hot fix. Issue fixed in 8116 (Released on: 24th October, 2012) SD-47733: Users cannot login into ServiceDesk Plus after upgraded to 8115 has been fixed. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Answer with database fields
Hi, I saw that it is possible to put database fields inside the notifications like: $Title $UDF_DATE3 I tied to put this fields also in an answer of a ticket but they don't work. Is it possible to do this or the software can't?
Technician Last Name Change
Hello, One of our Techs changed her last name so i removed her from the tech list and re-imported the requesters from AD. I then added her back to the tech group and it all went well. This tech was the approver for most of the POs in our system so now no one can view any of the existing POs. All we get is a blank screen. Can anyone please help? Thanks in advance for your help.
SDP mobile view
Hi, on a mobile we have the following views available (My Pending, All Pending, All Requests) would it be possible to include the user's own custom views? It would be very usefull as it would help user navigate through tickets. Thanks!
Update Required: Extending limit of custom fields
Hi, A while ago I requested that the limit of 24 text fields was either extended or removed, and was told this would happen in a future release. Can you let me know what the progress is on this? I have hit the limit on one request type and need to know if we are able to change this in the next few months, or if we will have to look for another solution. Cheers, Matthew
Agent scan mode issue
Hello Support, It seems something is wrong on the server side in SD 8114. What I mean. Agent is deployed on several computers. As I can see, "ManageEngine AssetExplorer Agent" service is up and running on these workstations. Registry settings are correct in the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ZOHO Corp\ManageEngine AssetExplorer\Agent. aeagent.log: [11/06/12][13:50:46][AEAgent.cpp][60][INFO][2148] ::**************** AEAgent (1.0.12)Started. **************** [11/06/12][13:50:46][AEAgent.cpp][64][INFO][2148]
Issues with query processing
Query SELECT DATENAME(month, DATEADD(mm, -1, GETDATE())) + ' ' + DATENAME(year, GETDATE()) AS [ ] ,ordercount AS 'Total Completed' ,ordercount - overdue AS "Completed Within SLA" ,CONVERT(DECIMAL(5, 2), ( CONVERT(FLOAT, ordercount) - CONVERT(FLOAT, overdue) ) / ordercount * 100) AS "% Completed Within SLA" FROM ( SELECT COUNT(*) AS ordercount ,SUM(CASE WHEN wos.ISOVERDUE = 1 THEN 1 ELSE 0 END) AS [Overdue]
Report about installed software Skype
Hi, We using your software Manage Engine Service Desk and now i have a problem when i try to make a report. I have a task choose all computer where installed skype, but when i chouse Report--->Software i make a report and see only installed program but I do not see computer name. Tried different options but nothing helps. Can you help me please how i can make this report.
Tasks and Reporting
Hey All, I am new to SDP and I've been trucking along for about a month now (taking over as the Help Desk Admin) and I've got a question for you all. Are "Tasks" assigned to a request a trackable metric? Let me give you the details as to what I'm doing and what I'm lookin for. I create a request, say for a new hire, and I assign tasks to specific techs to accomplish specific jobs - AD account and email, desktop/laptop configure, phone and VM, etc... you get the point. HOWEVER, for the life of me
Prevent technicians to add new requesters via email
Hi Currently, our technicians do not have the "Adding Requester" authority in their roles. However if they send an email with a line similar to the following, a new obsolute requester is automatically added. @@REQUESTER=anyobsoluteusername@@ If the defined requester name does not exist, I would prefer that line to be ignored and technician's name to be used as a requester. Is there anyway that I can achieve this? We are using SDP+ 8.1.0 Build 8114 Best regards
SDP Concurrent License for Technician
I believe there are many discussions on the concurrent technician license for SDP since year 2005, however, it is time to revisit this request again as I have found most industry standard ticketing tools used concurrent license to cater business requirements, especially on IT outsourcing. I found the named license model is outdated, as it only suites small or medium business, but not enterprise or worldwide customer whereby the IT dept is large and operating in different timezone. It doesn't
Delete technician field from Default request in Incident Template List
Dear all, i delete technician field from Default request in Incident Template List now when i go to Requests tap all previous requests appear as " Unassigned " like attach pic What should I do to solve this issue ?? oh my god what i did .. please help
Permission to view Requester details
After upgrading from version 8000 to 8116, when Technicians click at the Requester name to check requester details at Requests, they get: User does not have sufficient privilege. I can't find a specific permission to grant to technicians in order to allow this. Administrators can access the info. Thanks, Marcos
'Close' button on Request Tasks tab
New Task & Delete are only buttons. Need 'Close' and 'Assign' and perhaps, 'Pickup'
Prevent Public Domains from Scanning Permanently
I have two Public Domains that I want listed on the logon screen, and as such I have two domains listed as public. However I do not want both domains to be scanned. I only want them to be listed on the logon screen. Is there anyway to accomplish this? The reason being is that it is adding assets from active directory that are no longer active using up all of our asset licenses. We are trying to utilize the asset scanning agent that ServiceDesk Plus comes with however all of our 1,000 licenses are
Add an image
Hi When the request is closed by the user it show a flag saying "Thank You". Is there any wa we can set our company Logo?
Selective Migration of Portions of Service Desk
We are getting ready to upgrade to the latest SD version. When we do so, we intend to move to an new server/db etc. and archive the old info. Since we've done some organizational growth we also intend on changing some of the 'structure' in Service Desk. (I.E. Sites, groups, rules, etc.) However, there are certain portions, like our service catalog for instance, that we would like to import into the new SD so we do not have to recreate it from scratch. Is there a way to selectively copy information
Mobile Login
any way when I type the URL of my ticket system on my mobile phone that I can bring it up on the full browser of my phone and not have it direct to the mobile browser of ticket system? I want the full view, not mobile view.
NTLM Failed Redirecting To Login Page..
Hello When I use firefox 12.0 on SD+ 8.1.0 Build 8104 I keep getting the error NTLM Failed Redirecting To Login Page.. Can you advise on what to do to fix it?
Comment on the closure of the ticket - Notification
When a ticket is closed directly by the user there is the possibility to insert a comment; is it possible to add a notification with the comment to the tecnichian?
Resolved Time not populating
When running a report in the Incident Reports Table Schema, Resolved Time is showing as "Not Assigned" even though the individual tickets show a date/time resolved. Running ServiceDesk 8.1.0 Build 8116 SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",wo.RESOLVEDTIME "Resolved Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE (((wo.CREATEDTIME >=
Category - separate sets for Requesters and Technicians
Hi, is it possible to separate categories to be viewed and used only by technicians? I understand that currently not even in latest version of SD+ Enterprise. Does anyone have a tip how to hide some categories for requesters? Thanks David
LDAP Configuration
How do I configure eDirectory ldap when adding a new domain controller?
Additional field
I need to have a global custom field "Client" that is available to all modules of ServiceDeskPlus. I can accomplish this by adding custom fields to the 3 different modules (Requests, Problems, Changes) however it would be easier if it could be a global and I only have to maintain 1 pick list. Is there a way to accomplish this with the current product? I also need access to this field for timespent reporting in all 3 modules.
Can't Duplicate Requests Generated from a Service Catalog Entry...
Hi, I've added a new Service in the Service Catalog - with quite a few custom Resource Detail Fields. Once the Requester completes and submits the Request - Spawned from the Service in the Service Catalog - there is NO way from the Request (in the Request as a Technician) to "Duplicate Request" from the "Action" Pull-down in the Request. 1. This works on Requests generated via an Incident Template. 2. If the Requester does a "Reply" within the Request, when the Technician attempts to "Split the
Where can i download MIBS for ProLiant BL460c G1?
Please help me find MIBS for ProLiant BL460c G1.
Business Rules order in folders
Hello We use business rules and we around 120 rules as of now. The problem when management them is to find the rule you want. I would like to be able to put them into "sub folders" where I can have just rules for Active Directory in one folder and Backup rules in the Backup folder. To have an order in the way the rules gets processed, You process the rules that are in the root folder first, then you process each subfolder in the order they are placed. The rules in the subfolders are processed in
SDP 8.1.0 Build 8101 VM Host Scanning
I have installed the latest version of servicedesk Plus in a test environment in preparation of the migration of our live version. The main feature that would benefit us is the VM host/guest scanning as we want to easily see which of our servers are VM guests and which servers they are hosted on. Although this feature is apparently available in the latest build i cannot see where this information is show. I have successfully scanned a VM host on our network and a VM guest server but neither display
Need from_thismonthlastyear & to_thismonthlastyear for date filter criteria
Hello, I am trying to find the correct filter criteria to filter (by date) completed requests in a ServiceDesk report. Thanks,
Auto Reply
hello all,, i need to edit the Auto reply message, can someone help please? i want to edit the messages that the system sent to the requester when he creates the ticket, and when i " as a technician" closed the ticket. thank you.
Disabled reports created by query in SDP 8110
Hi people. We have updated our SDP distribution from version 7611 to 8110 (OS linux, embedded mysql server). After this update we noticed that users without SDAdmin role are unable to run lots of reports. After digging this situation i found the reason of that issue. Such reports have value of 2 in REPORTTYPE_ID field of CustomReport_Details table Your ReportHome view shows links to this kind of reports like that: <A class=publicReport onmouseout=parent.closeDialog() onclick="parent.closeDialog();javascript:runReport('module=run_query_editor_query&report_id=30006',30006)"
Possible to limit how many filters can be seen
Currently, I do have a problem, with all the views currently in our installation. Thee are to many, and did takes rather long to find the one needed. I have thought of 3 possible solutions, but as far as I can see, none of them is possible. However, I am not sure if it not possible, or I just can't find out how to do it, so I'll just ask the questions: 1. There are some views that are builtin, for example: My overdue requests, Requests pending my approval and so on. Is it possible to delete these
Outlook Integration
Would it be possible to have the option to integrate the Technician Schedule with each Technicians Outlook Calendar to provide a 'real-time' and accurate view of when Technicians are available or not? And the option for another Technician or Admin to edit a Technicians availability, for example, as the team leader, i am unable to add Holiday in to SD+ for one of my Technicians.
VM/host & guests scanning
I use serviceDesk plus 8.1 trail version I ask when i scan my network or domain, if i have physical server which has several VM/server inside, after the scan end, what will exactly appear with the result in IT assets? - The scan will count and appear only the physical server? - The scan will count and appear the VM/ guests servers without the host server? - The scan will count and appear the VM/ host and guests server? i used oldest version of serviceDesk plus 7.6 and this is one of the biggest
Event ID 4625 being logged - bad username or password
Hi. We are running ServiceDesk+ 8.1.0 (build 8101) on a Windows 2008 R2 server and keep seeing Event ID 4625 logged in the Security Event Log - the account name is shown as a single Chinese (I think) character and the reason for the event is "Unknown username or bad password". This appears to be generated by E:\ManageEngine\ServiceDesk\jre\bin\java.exe Here is a screenshot of the error: Has anyone else come accross this before, or have any suggestions as to why this is happening? Many
Business Rules & Approvals
Provide a way to create a business rule that will look at the request type and then enforce an approval. We have request types for "Access/Permission" and "Change/Modification". It would be nice to be able to have tickets with these request types have an option to require approval. It would be even better to enable the rule to be customizable so that it is not all or nothing. In certain cases, it may be okay to allow an access request through without requiring approval. Another feature that we
Unable to login to mobile client
After upgrading to 8.1 patch 7 I decided to have another look at the web based mobile client, and when I get to the Login page I can only get login if the account is tied to a domain, rather than with teh standard login where the account can be SDP local. Was this intentional , and if so when do we get mechanism to login using SDP only again for mobile client , OR have I missed something ( again ) with Mobile client. Thanks, Andy
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