SDP 8100: Customize requestor Home screen?
Is it possible to customize the requestor Home screen? Specifically, the right side of the screen where the Portal Usage Video and the Portal Usage bullet points are. I am wondering if I can remove/replace the video and customize the bullet points. Thanks.
Fill in a standard solution into a Service Catalog.
For one or two template in de service catalog I like to enter a standaard solution. I know that this is possible in the request template. How can I do this in the service catalog?
Migrate from MYSQL to Microsoft SQL Server 2012
Do you have a step-by-step guide to migrate one SD+ with MYSQL Server to MSSQL Server 2012? Tkx
DatabaseCrawler
Today we have some problem with ServiceDesk the one thing that I notice is that in the serverout log there is a lot of this message [15:49:07:794]|[11-02-2012]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[20]|: Connection obtained for crawling the database <AppIndexingInfo CRID="134" APPLICATIONID="1" APPLICATIONNAME="ServiceDesk" APPDSNAME="default" MAXWORDSIZE="200" INDEXINGDELIMITERS=",:@-. (){}" ENABLEPARTIALSEARCH="true" ENABLEDYNAMICINDEXING="true" ENABLEINCREMENTALINDEXING="false"
Documentation Application Supply
Dear Manage Engine support.. Actually I am looking forward to apply work flow and process maker on IT dept. with fully documentation, and would like to create detailed documentation policies of all tasks & processes in this dept. “based on ITIL” .. and during my randomly web search, I found Manage Engine based on ITIL … Thank you...
Separate Service Catalog by Site
Hello, How to separate Service Catalog by site. For example, i`m select site1 and service category show me only site1 service.
Manage View Schedule of Team
Hi I would like for my managers to be able to see a team schedule, i.e. all items on the schedule for all members of groups they manage. The functionality already exists, as the manager can select a group; but then the schedule does not update until they then select a technician. Please add this to your roadmap. Cheers,
Purchase Category in Purchase Order Reports
I have come across a field in Purchase Order Reports called Purchase Category. When I add this field to a PO report it returns "General Maintenance". I can not find this field anywhere as part of reports, or where I can add additions PO Categories. Can someone please explain to me what this field is used for and/or how I can add extra categories instead of just having General Maintenance. PLUS can I choose this option when generating a PO. No use having the field if I can't select it in the POs.
Can Service Catalog (8100) be turned off?
We are upgrading from 8027 to 8114 and wondering if there is a way to turn Service Catalog completely off? Currently, users create requests by choosing categories and subcategories. Requests are assigned to groups based on business logic configured to look at the sub category. With Service Catalog, categories and subcategories are seprate. Meaning, just because you add a Service Catalog for Hardware with a sub cat of Printer, that sub cat of printer does not automatically appear in your sub cat
Asset Entry from a Purchase order
Hi, I'm getting a headache with the inventory management. I've started to implement the inventory module and realise that mistakes can't be corrected easily. When i want to purchase an item from one dealer, lets say "Dell Laptop D600" i prepare one PO. But when i create a new PO and i add the product as "Dell DA600 Laptop" it created another entry. As a result i have two products now in my inventory though they are the same. if i try to delete one of the product then it says it cant be deleted because
SDP- IT Assets Not classified Automaticaly
Dear SDP Support Team , Good day... I have SDP v 8.0 TRIAL VERSION, my problem is, after run any type of scan all the detected assets classified as workstation; even servers. So how can I fix it, to auto categorized my servers under "servers" tab, switches under "switches" tab only workstation under "workstation" tab and so on. thanks in advance.
Support For SharePoint 2010
Hi, We are looking at getting SDP. Essentially, I want the ability to pull information from SDP and display on a portal for the technicans. Something like, Number of calls open, closed per week, etc being displayed in various webparts. Open to any suggestions at this time. Cheers
Linking PO's to Requests
Hi is there any functionality to link a Purchase Order to a Request? Scenario: PC fault call is raises, pc cant be fixed so a new PC has to be purchased. I want to be able to see the PO number in the request, and the request number in the PO How can i do this without manually typing in numbers? Does this functionality exist? if not can it be added? - It seems like standard functionality to me Regards
System requirements
Good day everyone; We are looking forward to start with SDP 8 in somewhere here.. we find it as great solution :) So as I am the main technician I have two main questions : 1) I already knew the minimum requirements, but what about the maximum requirements to manage 5000+ assets? “ RAM, HD & PROCESSOR SPEED” we dealing with big company here. 2) Are there any suggestion for any assets management application from ManageEngine, better than SDP in Inventory & asset management? Regards
Add more options in schedule manager?
Is it possible to add one or more options here? (where the arrow is in the picture). If so, how and where do I do it?
New notification rules system
The current notification system seems to be very limited because we cannot specify what requires a notification on our own. What I would like to see is a whole new notification system that lets us create our own notification rules. You could setup event codes to be generated by various activities in the system (request creation, modification, note added, etc.), which could be used to generate notifications for any number of system functions. That way, we could create notifications for things that
Reports - Custom settings for technicians
One of our technicians recently reported that there were no longer links to requests in the reports she was running. I told her this can be configured under the custom settings button on the Reports main page along with column width, etc. I was assuming this button would be available to everyone. I have two feature requests at this time. Please make the Custom Settings button available to anyone who can access the Reports tab Flag options that are only available to Administrators with a different
Customize Report
Hi, Is possible to create a report for my company with the columns below? Asset*, Request, Time Elapsed (SUM of worklog). *Grouped by Asset Period: 20 Setember 2012 to 20 October 2012 Thanks, Leandro Passos Marcollino
Configure workflow to only notify on tasks after the dependent tasks are complete
In SDP 8100, is there a way to configure workflow so it only notifies the technician of the task after the dependent tasks are complete? For example, we have a service catalog with 10 tasks. Each task is configured to be assigned to a different tech. I do not want the notification email for task 2 to go out until task 1 is complete. And I do not want the notifications for task 3 and 4 to go out until task 2 is complete. As far as I can tell, the dependant checkbox on the task template doesnt actually
Can I convert longtodate to a simple date, minus the time component?
I am trying to simplify a report and do not need the long timestamp in my report. It's more of an aging report, I need the date but not the time, and it's forcing the column to continue to the next line. How can I convert it so I only see the time? rnicholson@reyesholdings.com
Workstations/servers hardware details
Below Query is not fetching perfect Inventory,Is anyone can help ?. I am using latest version in evolution mode . SDP build 8115 select (SELECT CASE WHEN min(CAST(sys.ISSERVER AS CHAR)) = 1 THEN 'Server Details' ELSE 'Workstation Details' END) 'Is Server',max(WORKSTATIONNAME) 'Name',max(IPADDRESS) 'IP Address',max(MACADDRESS) 'MAC Address',max(SERVICETAG) 'Service Tag',max(BIOSDATE) 'BIOS Date', max(BIOSVERSION) 'BIOS Version',max(LOGGEDUSER) 'Last Logged User',max(OSInfo.OSNAME) 'Operating System',max(cd.COMPONENTNAME)
Removed User Accounts
When a computer is scanned we get a email form ManageEngine ServiceDesk Plus Alert - Inventory Audit Changes. Dear Administrator, Following inventory changes were identified during the recent audit. Removed User Accounts [S-1-5-21-554115521-2062357406-654838779-1301] When it says removed user accounts. Is it removing user accounts from the machine or the Just the inventory.
Solution Database
Hi, Does any one already have a solution database for that they would be willing to share with the public? Thanks, Mike
Can't setup incoming emails
I tried to setup incoming emails. But it shown error as picture below. Could you please help?
Deleting Support Group - not working as per other posts
I checked other posts here about deleting groups, but I'm not getting the same error message. When I choose Delete, the error I see is "Groups cannot be deleted",. It doesn't mention being used by another module. I filtered to show all requests assigned to the group and attempted to do a mass update. When I select the group drop-down, it doesn't give me a list to choose from. I can change the group one request at a time ... but really don't want to. What could be preventing me from doing the mass
I need help creating a custom report showing average days to close a request by priority, for all priorities and by Tech
Hi, I searched the forums and could not find a custom query or report to show me the average days to close a request by priority, for all priorities and by tech. Any help would be much appreciated. MYSQL Build 8009 Thanks
Suggestion on solutions
We have come to the conclusion that its hard to keep track of all solutions that we save and if they have correct information. We would like to see some sort of time stamp on a solution. Ex If I create a solution it will be valid automatically for 6 month after that the solution must be approved again by a technician to still be an approved solution. You should be able to set so that the solution is always valid but this should be restricted to certain users. The user that should review and approve
How do you get data for a technician or supportgroup with the REST API
I have managed to get all the technicians with: http://localhost:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E and all the support groups with http://localhost:8080/sdpapi/admin/supportgroup/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E It should be somthing like this http://localhost:8080/sdpapi/technician/10/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E
Categories/Sub Categories
Is there a way to make the settings so that the user can only view category, but change and view sub category? It seems that I change the settings to this and save and then when I go back both category and sub category are set so that the user can change and view both.
Can I use an InfoPath form for creating requests?
I'd like to use our internal InfoPath form as a method of creating requests. Is that possible? If so, what's involved? Thank you.
Work log actions
Hello. I'm currently trying to tie in SDP with an existing time management system we have. Basically I need all new work logs posted to it (it features a 'REST' API as well). What would be the best approach to do this? I used the search feature, but couldn't really find anything matching my needs. So sorry if this has been answered before. I have looked at several possibilities: - Servlet / REST API As far as I can see, there's no way to retrieve a full list of (new) work logs unless you already
a non-log in technician - retains requestor access?
Hi, Does the non-log in technician retain the ability to log in as a requestor to raise requests? Cheers, Matthew
some questions on custom report and external email
Hi there, I have a question on custom report. Management requested us to provide data on request status each month and they want to know: - total request based on their status (closed/pending) - easy - time it takes to respond (the first time) to a request - can't find it - average response time for each request - no where to be found I went in to the custom report wizard but there's no option to provide that. While it's usually enough to provide a report on how many requests conform/violated the
Remove 'Create Incident' button
Can I request a feature that allows me to completely disable the ability of any user (and the system automatically) to create an incident. All users should only be able to create service requests, and all incoming emails should generate a service request. I would like to be able to set a default request that can capture incoming emails. Cheers,
Recover information for tickets
Greetings. We have 2 customers, who have a problem on his servers and needs to do a reinstallation of his environments, but they noticed that some tickets are missed, but the 2 of then have the information in a xls file. It is possible to "inyect" those info into the database? Any help would be appreciated.
Username & Password for Mail Server setting
Hi What Username and Password should I set for Mail Server Settings in Service Desk ?
Best way to load old tickets?
We recently acquired another company and want to put their helpdesk emails into ServiceDesk so we can do some analysis on the types of requests, volume by day/time, requestor, etc. Our system is currently set-up to import emails from an Outlook Inbox. We've set-up rules to move emails from a specific domain into a new queue. If I drag/drop from the pst into the inbox, the emails are ingested correctly but we lose the date of the email. The ticket is given a creation date of today (which makes
Approving Leave
Hi, I am looking to start using the Scheduler to incorporate team members leave days. Is there a way to set to leave to entered by the technician’s, and then require it to be approved by admin? Thanks Andrew
How to rename button "New Incident" ?
Hi All, Is there any possibility to rename button "New Incident" in the requester dashboard (name it "Open ticket" for example) . Thank you.
Moving SQL database to new drive on server
Hello, I just wanted to confirm the steps to take if we were to move the SD MS SQL database to a different drive on the same server (e.g. from D drive to F drive).. 1. Stop the Service Desk Application 2. Take backup of the application (Run ServiceDeskHome]\bin\backupData.bat) 3. Move the SQL Database to new location on the server 4. Run ServiceDeskHome]\bin\changeDBserver.bat to point SD to the new location of the SQL Database 5. Start the Service Desk Application & confirm login and data are OK.
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