Change Device Type to Software
I am still trying to clean up our purchasing/asset list. It is painstaking but has to be done. Next issue I've found is somebody has bought a bit of software and it has a device type of xxxx equipment. Normally you can change it by using Modify Type but you cannot change it to software. Help please. D
Hotfix 8114 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 list of Issues fix and Features Issues fixed in 8114 (Released on: 18th September, 2012) SD-39375 : After deleting all the filters on an existing report , it is not possible to add some new filters as the + button no longer appear has been fixed. SD-47234 : The permissions "Editing closed Requests" and "Editing/Deleting own
Statistics technicians access to ServiceDesk Plus
I can get statistics technicians access to ServiceDesk Plus system with pass-through up and running? Thanks, Mauricio Fuentes
Unable to login - change message.
Hi, is it possible to change the following message on the application: "Unable to login. Please contact your system administrator. You are seeing this message because your username is not associated with any account, site or department." To replace with: Unable to login. Please contact us at name@domain. You are seeing this message because your username is not associated with any account, site or department.
Hotfix 8111 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 list of Issues fix and Features Issues fixed in 8111 (Released on: 31st August, 2012) SD-46805 : The request description and conversation description would be displayed in Left to Right(LTR) mode instead of Right To Left(RTL) mode when the language settings is set to Arabic or Hebrew. SD-46703 : When merging requests from request
ICS files read by SDP
Give SDP the ability to read ICS files and update the Tech Availability Chart. Example, I make a Calendar Appointment, mark an Out of Office titled Vacation and send it to my SD email address. My SDP reads the ICS file and updates the Tech Availability with the day(s) that I mark. This would allow me to conitnue to use my Outlook calendar, and not have to also post leave on SDP's calendar.
Requestor Reports
It would be good to be able to run reports on requestors, # of requetors in a site, requestors without email addresses, requestors without phone numbers, requestor in a department, etc....
Add to E-mail Id(s) To Notify after Request has been Submitted
So...is there a way to add/edit a name to the E-mail Id(s) To Notify field after a request has been submitted? There are times when a requester doesn't properly enter all names on a request when they submit it. Someone has unintentionally been left out. Now, every time a Tech goes to reply, they need to remember to manually add any additional names. And sometimes different Techs will be working on the same request and not know that someone else needs to be included on the reply. Please advise...Thank
Report - Clickable link for Problem ID or Title
Hi, I have created a report that lists a bunch of Problem incidents. How can I make the "Problem ID" or "Title" into a click-able link so that it opens up the problem page for the selected incident? Please see image below, I would like to make the highlighted texts into links so that once I click on them, it will direct me to the problem page for that particular incident. Is there an option for that? Or what SQL code will accomplish this for me? Thanks, Gavin
Unable to see log on to option on help desk page
I have issue that after some days or a week I couldn't see the "log on to" in option on my manage engine help desk page. Every time we need to restart the two services of manage engine for the same then it will come. Some time I will not be in the office then no one user can able to put their request on Help desk. Pls send me the solution for this issue. Its not possible every time to log in to server & restart the service.
New Remote Control doesn't work
Hi, I've installed the latest version 8115 but I can't get the remote control feature to work. When I click on Windows Remote Desktop just nothing happens? I see that a Java Applet is started but the mstsc client isn't. Is there a solution for that? Regards, Kristof
How to add dates to database columns
Hi. I want to update the ACQUISITIONDATE column in the Resources table. As the column only accepts BigInt data I want to convert the relevant date to this value. I have tried converting the date using SELECT dbo.unix_timestamp('2008-09-14 00:00:00') which returns the value 1221346800 However, when I update the column and view the data in ServiceDesk it displays Jan 15, 1970 If I convert 1221346800 back to a date using SELECT dbo.from_unixtime(1221346800) I get 2008-09-14 00:00:00.000
Ticket time does not match with Server Time
Dear all The ticket time is not in sync with the server time. The ticket time is one hour earlier than server time. What should I do to fix this? And also there are two Daylight Time for our Time Zone( 2 GMT of +3:30) Could you please tell me What are the difference between these two? Regards Negin
search for a solution keyword?
Hi there, I'm trying to test the search function under Solutions tab. So I put in some words in the text field and hit the Search Solutions button ... and I find it really buggy. For example, I open up the solution ID 1: To move data from one installation from another. This one is already created on install. And according to its keywords entry:backup, restore, migrate, Changing the server But if I put any of those keyword in the search field, it found none. Trying the following words that exist in
Request does not fall under your permitted scope.
Hello, We are using build 8112 and for some time now we have users getting the following message: "Request does not fall under your permitted scope. so you are not authorized to update the same." If I remove the user from the "Not associated to any site", Add them back to it and there groups it works for the day...sometimes two days. It's completely random with who it happens to and when. This was a great fix when it did it once but now with the amount of time it happens it is no longer a fix for
how to import switches into ServiceDesk
Dear all How can I Import switches through ServiceDesk? While I want to scan the switch it asks for Scan Type and type name Switch does not have these information I need to give the Snmp. Could you please tell me how can I do that? Regards Negin
Auto-generate 2nd ticket
I'd like to auto-generate a second ticket when an employee deactivation request is submitted. The second ticket would be routed to a specific technician to complete his part of the deactivation process. I've searched the forums and internet and cannot seem to find out how to do this. Thanks!
Generating 'Scanned Software' reports
I am looking to generate a scanned software report. Currently, I am using the following query: select SOFTWARENAME,SOFTWARETYPE,PRODUCTVERSION,COMPANYNAME,WORKSTATIONNAME from SoftwareList sl LEFT JOIN SoftwareInfo si ON sl.SOFTWAREID=si.SOFTWAREID LEFT JOIN SoftwareType st ON sl.SOFTWARETYPEID=st.SOFTWARETYPEID LEFT JOIN SystemInfo sys ON si.WORKSTATIONID=sys.WORKSTATIONID order by 1 However, the CSV export this query generates is not in a database-friendly format. Is it possible generate a 'Scanned
Tasks can only be viewed by Technician Group
When a task is created to a Technician Group it should only be able to be viewed by that group. Not all task viewable by everyone (To global and not very secure)
aproval remainder
the service request have some aprovals, is posible that one of them don't see the first time the email, that request thir aproval, is posible configure a remainder each 2 days, etc... until this user aproval the service request?
Can I automatically set a due date in task
I'm doing a Incident Template with task in it and I would like to know if SD+ (8112) can automatically add a due (end date) to each task ? Thanks Frikdel
Create Sub Department?
can i create sub Departments in the each deprtment? another question please what is Cost Center is useful for ?is it just label to be inserted in the purchase order or can i make any accounting operation on it Thanks
List Support Groups and 'Unpicked' notification to
Hello, I am trying to create a query report showing who receives the Unpicked notification for each group. I tried the query below, but it's not giving the correct results. select distinct queuename "Support Group", au.First_Name "Unpicked Notification" from queuedefinition qd Left Join queueEscalation qe on qd.queueid = qe.queueid Left Join aaaUser au on qe.escalatetoid = au.user_id I'm not quite sure what I'm missing. Any help is appreciated. Thanks, Sheila
Operational Hours
Whats the use of Operational Hours. Is it just information or determines ticket assignment? CHeers! Julian
Failure in upgrade (8027-8100)
Dear Support team Greeting Please help I am having problem in upgrading SD from 8027 to 8100. I got this message when I reached 99% of the upgrade process " Failure, Please check the link" I went through rollback procedures and was successfully back to operation with the previous version. I do not know what was wrong. The following are the last output from the log file (Please help!) ep 12, 2012 7:26:58 PM [SYSERR] [INFO] : at java.lang.reflect.Method.invoke(Unknown Source) Sep 12, 2012 7:26:58
servicedesk plus and support-center, how do they fit together?
Hi, We as a support department (within a retail comany) have servicedesk plus , our customer service department want to try out the support-center product. Whilst I could install it standalone and seperate to our servicedesk installation, I would like to find out more about how these could interlink, has anyone any experience in having both these products and how to take advantage of having both products? The only thing I can think of at the moment is when a customer service ticket needs IT
Unassigned Time Report
I need a query to show me how long you were a ticket without being assigned. Ideally that allows me to select a specific support group, select a time range and is the last month. SDP Professional 8108 MSSQL Fields: request_id Date / time create Date / time assign Hours / minutes without to assign Group Category Subcategory Thanks a lot! Mauricio
Service Desk Plus for non-IT task management
I'm the IT Director of a large travel company, firstly I would like to compliment ManageEngine on their products, we are using AD Manager, AD Audit, Exchange reporter and ServiceDesk Plus. I would like to find out from the community if anyone has managed to successfully use ServiceDesk for non-IT service management. We have a number of departments that are responsible for support functions within the business and are required to fullfil SLAs. For example, central data capturing and our internal
Critical : Error while invoking backup. Table not found.
ERROR = *Base table or view not found, message from server: "Table 'servicedesk.arc_servicereq_2708' doesn't exist" * Query = SELECT max(WORKORDERID) FROM ARC_ServiceReq_2708 v8112 MYSQL
Reply Formatting
Hi, we are using the system internally before rolling it out to our users and have noticed a few issues with the formatting of the reply feature Browsers: IE 8 & 9 SD+: 8.1.0 Build 8110 1) When you open the reply window, there is no cursor focus. You need to click into the body of the reply to begin typing. 2) There is no open response area or blank area in the reply body. You need to either delete the existing text or position the cursor above and return several times to create an area
CMDB data feed connector
We are interested in purchasing the CMDB module of ServiceDesk to house our application universe model. One of the questions from management is in regards to diagramming the data feeds and FTPs that happen between servers. Does ServiceDesk have the capability to diagram any data transfer dependancies between assets? If so, how can you go about creating this? Thank you. Dave
How to verify that its the agent that scans instead of wmi?
We have just started to use the agent, we have set up the firewall but is there a way to verify that its the agent that scans instead of wmi when we do a scheduled scan? Can it be added in the information about the computer how it was scanned? I know the agent work since I have it to scan at boot and I can see in the history that a scan was uploaded a few minutes after boot of my computer. Best regards Peter Samuelsson Sodra Skogsagarna
changes-updateing
I ask if ServiceDesk plus can give me ability to keep track of all updates which are happen in my network? say i would like serviceDesk plus to notify me when new software installed, when any workstation IP address changed, when any server has low disk space <10%. So can i see all these updates and monitors which are happen? Thanks in advance
Users access control
I use SDP 8.1 trail How can i set to every server or every workstation has special user? say i have: 192.168.2.1 --- 192.168.2.50 and 50 users, i want to set to every user a permeation to be the owner to his workstation. From where i can set it? Thanks in advance
Questions on roles/security
Hi, I am looking for a way to create a security role for a person that needs to register and maintain assets. However, I can't figure out how I can allow them create new products with assigning complete admin rights. Can anyone point me in the right direction? If this is not possiblen, how do you manage adding new products?
Unable to seach assets
Hi I am using SD ver 8.1.0 Build 8110. Recently I am unable to search assets by bar code, Asset tag, product name, or even serial numbers. I search from the search pane one left hand side. I can search request by request ID and the rest of the system seems fine Can anyone help me trouble shoot Thank you Tru
Upgrade Failure 8027 to 8.1
Please could you take a look at the below logs and assist me upgrading SDP from 8027 to 8.1. The error I receiving when attempting to upgrade is,
Scaning VM/host and guests
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
Where to find log information about email sent from service desk
Hi, Email sent from servicedesk to external email address and the user did not received it. Email sent few days before. Now to check log if I go Support > Support Files > open Log file in Server\logs but that showing all information from yesterdays only how to get information on specifict date log files? Regards, Prakash
Number of emails
Hello, I have a department who use SD+ and would like to count the number of emails received a day, this includes replies to existing calls. How can this be reported as I can currently only see how to count the amount of emails that are new calls from a day? Any help is appreciated Thanks, Mike
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