Configure a path for saving the attachments
Hi, In the lastest helpdesk version : 8.1.0 Build 8114, you have built in the ability to modify the path for saving file attachments. When I look at the options screen the path that is filled in is: "C:\ManageEngine\ServiceDesk\bin\\.." However looking on the server, the real current path seems to be: "C:\ManageEngine\ServiceDesk\fileAttachments\" What happens if I change the file attachments path to for example: "E:\FileAttachments\"? Will I have to copy the existing attachments to the new
SMS Notifications Not Working
I have a Business Notification rule set to Email us whenever a ticket is created with a HIGH priority. This feature works fine. I then have another business rule set to SMS us whenever a ticket is created with emergency priority. The email works great however the SMS feature does not work. What am I missing? I have entered our SMS email adddress in the SMS Email ID however we are not getting any text messages when this rule runs. Is this a bug or is something not set properly?
Unable to start servicedesk Plus server
Hi I installed SDP 8.0 just now, after Installinon end it gave me an erorr " Stsrt Erorr ". I tried to stsrt it form Start->all programmes-> msnsgeengine servicedesk plus-> servicedesk web client =>gave me massage in black screen to start server first, because server in not started. When I tried to start server from Start->all programmes-> msnsgeengine servicedesk plus-> servicedesk server => it get me nothing. finnaly I tried to start server from run window: cd C:\programe file\manageengine\servicedesk
Robo Technician - Access Denied
I am using the trial version of Service Desk Plus and have set up the Robo Technician to reset the password along with a template for the password reset. However, when testing it it always bring back the error message Password reset failed. Access Denied
BackupData.bat error message
Dear all, I received a message from my Service Desk that the scheduled backup cannot be completed successfully. Below is a portion of the notification I received: Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com java.io.FileNotFoundException: ..\fileAttachments\Request\Aug2012\1600 (The process
ServiceDesk Plus iusse after upgrading to 8114
Dear support, after last upgrade to 8114 we are experiencing a performance issue: Every day, some time since we start working (time may varies from 30 minutes to 2 hours) SDP begins to respond a bit slower than usual, then gradually the waiting time for any actions to be committed increases more and more until SDP becomes unusable, so we have to restart the service (or the server). During the working day we have to restart the service at least three/four times! Note that the same iusse is reported
get Warranty information based on service tag/serial number
Hi, Is there any way to integrate service tag / serial number to fetch warranty from their websites? Eg. http://preparedpc.com/2010/05/11/dell-warranty-information-script-puts-your-computers-information-into-an-excel-spreadsheet/
Importing OU
I would like to import the Organizational Unit path in which the user is in along with a specific attribute (within the OU). Any way to do this?
Can the dashboard be edited?
Hi, Can the dashboard charts be edited? I would like to edit the “Request Approaching SLA” chart to be in days rather than minutes. Thanks for any help.
Can I import Contracts from a csv or similar
Hi, I want to manage our domain name renewals in the contracts area of ServiceDesk Plus using the notification facility. I don't fancy adding hundreds in manually and wondered if we can import them via a csv with all the settings already configured from that csv, or any other file as I've not collated them all yet so can put them in to any file type. We're currently running version 7.6.0 Build 7605 but will be performing the upgrade to 8.0 Build 8008 very shortly so if this is available in
Adding Field to Existing Template
When I am adding a field by draging to an existing incident template, and click save. Then it shows a message "You have removed the following fields<different field name> from the canvas.The values for these field(s) will be set to null for all workorders belonging to this template.This may take some time to complete Do you wish to continue?". Need urgent help on this. Thanks in advance. Regards. Saswat
Adding tables to the sql database for help desk?
We need to add an external form that feeds into our help desk, am I able to add tables to the sql database?
Technician and Requester display names
Hi, We have just developed an issue where the requester and technician names imported from AD are displaying AD login values rather than Display Names. Looking through the forums I notice that this issue has been mentioned before (4 years ago) and the resolution was to update to a later version. http://forums.manageengine.com/topic/requester-and-display-name%3f We are using : Version 8.1 Build 8114 Cheers Big P
Mass answer ...
Greetings Is there any possibility to write one answer for many users that sending the same request question ? regards
Solutions public or private
Hello, I am searching in the database the attribute “public-private” for the Solutions and I can’t find it. In which table does it store data? And which is the name of the column? Thanks for your help
Feature improvement: show x per page
A number of users have said to me that it is irritating that SDP does not remember the show x per page option that they choose. Every time they go to a particular page (such as Requests), they have to select the dropdown menu and pick 50 or 100 - could SDP remember the last number chosen? Thanks
Copying/Pasting From MS Word to Description Field
I am experiencing an issue when attempting to copy text from a word document into the description field, which I would like to maintain formatting for. The text is formatted with a style of "No Spacing" and after I copy it from Word, paste it into the description field, and press 'Update Request,' the text converts to double spacing. This issue is occurring in IE9. This has been tested with and without compatability view. Is this something to do with HTML 5?
Notification rules.
Hi Anyone know how we can mange to tune the notification rules, to not send request updates when a request is closed? Scenario: I respond to a request, then closes it. Since we have notification on both request update, and when a request is closed, this will generate 3 emails: Mail 1) the one I sent Mail 2) Request is closed Mail 3) the request has been updates. This is just messy, and confuses the users since they get 3 emails, where the third email is just spam/junk. Is there any way to fix this,
Problems with the editor when editing/making new solutions in Servicedesk Plus 8.0.0
We have trouble when we add new solutions in our solution base in Servicedesk Plus 8.0.0. The layout of the solution can look good, but as soon as we save our solution, the end result of the layout is different than tha preview was. This is especially a problem regarding double lines between lines/paragrafs, even though this has not been selected in the preview text we make before we save the solution. Also when adding paragrafs either with dots or numbers, it will reformat it at random points, and
Can I backup data only by run backUpData.bat ?
Hi I know SDP have checkbox to backup without attachment in backup option but In case, i don't have permission to change this option. So i want to backup data only (exclude attachment) by run backUpData.bat. I see parameter Dsdp.backup.type=%1 - in backUpData.bat. Can i change it and what value in each backup type. Please advice. Regard, Kantavit A.
Asset module and management
I am working now for a extend of time with de helpdesk software and I haved a question about assets. In the past I posted on how to add manual fields and you instructed me with the right answer that you can manually add some extra asset fields. The problem with this is that for every asset for example BlackBerry devices I have this field displayed in the main pane without that the asset is in any form a BlackBerry device. Is there a function where I can display and hide fields for certain assets?
Business Rules
Is there a way to take the prior state of the ticket into consideration while running a rule? Scenario: A ticket priority is wrongly set and if it changes from a lower to a specified higher (3 to a 2,1), then we should send an alert. Also, if the Technition changes and the priority is in a particular state, we want an rule to notify another email address. We don't want to set rules based on changes in particular values on edit, not the fact that it edited or the final value is equal to some thing.
Customer survey
Can the customer survey be turned off for individuals? eg. IT department, yet be sent to all others? James Gander Gander Service Management IT Operations and Service Management Consultancy
Mandatory at Close without sending Notification to User?
Hello, is there a way to close a ticket using the automated selection, without sending a message to the user? This would be ideal. Thanks, Stacy
Restoring backup to new server
I am migrating my servicedesk+ to a different server and during the restore on the new server I get an error. "Windows cannot find '.\..\mysql\bin\mysqld'. Make sure you typed the name correctly, and then try again. To search for a file, click the Start button, and the click Search." This error continues to pop up after I restart the server while the program is trying to start. Any Idea of why this is happening?
Request cleared when typing requester.
We just updated to 8.1.0 build 8112, and since then we've had a little issue. The issue does not occur everytime, but only sometimes. When a technican is filling out a request, he fills out all the fields, but after choosing a requester, all the fields that he just filled are cleared, and he can start over. Is this a common issue, and does anyone have a clue as to what might be the cause of it ?
ServiceDesk+ Reply-to Address option
Hello, We are in the process of testing ServiceDesk+ 8.1.0 Build 8112 and we have issues with the Reply-to Address option. No matter if we restart, save, etc this setting is not working. The save is successful, we restart the ME server but the email are sent with the same email address in the From field. The setting is like this: - we have one public email for incoming mails - eg servicedesk1@sample.com that is forwarded to a second internal one eg servicedesk2@sample.com - we need to configure
cant run query report
I cant run query report in query editor: SELECT execution_finish_time FROM Task_Input i receive this error: Restricted keyword found in query: exec How i can run reports with fields contains "exec" word? build 8114
Unable to see user additional fields
Hi We have problem in showing requester additional fields. When the Helpdesk operator opens new incident and try to search for requester, he/she can not view the additional field of requester while searching. Only SD Admin is able to see additional field Any idea Thanks,
How many clients
Hello, ServiceDesk Plus Standard Edition (free version). I need the incident management feature the most. Could you please advise whether I can still use free version of the software when there are up to 60 employees in my company? Thank you. Regards, Marcin
Exception while trying to send notification to the request
Hi All, We seem to be getting a large number of entries in the system log of the following "Exception while trying to send notification to the request" Does anyone know how to troubleshoot this issue or if in fact it is actually an issue? Cheers Brett
Display cc'd email addresses
Emails sent in to update a call in SD+ with a cc'd email address, do not display the cc'd address in teh call history. Can this please be addressed? James Gander Gander Service Management IT Operations and Service Management Consultancy
Requestor Fields and Template Customization
I am able to modify and customize the Incident Fields. I am not able to do this with the requestor fields. What am I missing, or is this field not turned on?
How to delete archive data
Hi, I want to remove all the Archive Dara each created through Service Desk Plus. I referred to the instalaltion directory--> archive and removed all the archive data but they are still in the archived data list in the service desk how can I remove them completely ? Regards
Merged Request - Requester Permissions to View
Hi Support, I have had an issue arise where a two requests with different requesters have been merged. When the requester of the 'Child' request tries to access this request via the Self Service Portal, they receive a message stating that they do not have permission to view this request. I have manage to find a similar issue on this forum where you replied the following, however as this reply is over 2 years old, I was wondering whether this issue has been fixed? Hi user, This request makes
Preventive Maintenance Tasks
Would it be possible to allow regular technicians to have acess to the Preventive Maintenance Tasks section without having to give them the SDAdmin role?
Add Field
can i add the Field Select Approvers in the incident templates as i added it successfully in the Service Catalog? Best Regrds
Windows authentication prompt appearing when opening SDP webpage
Hi guys, I'm very new to ServiceDesk Plus and have been asked to take a look at an issue that we are having whilst the standard support guy is away. As such consider that I have little to no experience with ServiceDesk Plus. An issue started last week which prompts the user with a Windows username and password box when trying to get to the Service Desk Plus website. Once the user has authenticated (3 times), or if the user clicks Cancel, it progresses to the ServiceDesk Plus website which signs
Close Notification
Is there a way to exclude a close notification from being sent from a specific support group?
Remote Control fit
Hi guys, i don't know if it's a bug, sometimes when i use remote control the desktop isn't correctly resized or the fonts and icons are too large. Often this problem makes remote session unusable. Is it possibile to fit the remote desktop to my desktop resolution? And How Can I do it? I use SDP on IT360 system. Regards Stefano
Next Page