when i search a new workstation, it replace an existing one
HI, I´m installing the agent in a few machines, but it detects 3 of them, then if i make a seach and the workstation is found, one of the finded before is reemplaced this new one. whats wrong here? Thanks in advance
Working Hours
Dear All. I am New to Manage Engine, I want to set Working Hours of My Organization, But I can't find where to set Working Hour and non Working hour. Please it is urgent . Best regards
Redirect Request to department tech support
Hi. In my place, i have diferents departments, each one, have a technical support. I need that if a costumer of department A need tech support, The A technique receive the request. Is that possible with this system? how do i configure that to make it work that way? Thanks in advance
SDP bug and questions
Hi, we recently upgraded to SDP 8.1.0 Build 8109 and noticed 2 bugs in it. The first one happens on IE9, when you open a request it will not always show the description. To fix that you need to refresh the webpage. This behaviour is not happening with Chrome or Firefox. The other issue is with Chrome and the request ID field. Here's a screenshot of it : Chrome : IE9 : I also have 2 questions regarding this upgrade : 1. Is it possible to expand the actions menu? Instead of having a drop down menu
Specific notifications for sites
I am looking to disable notifications of requests/incidents being sent to technicians assigned to a different site from the requester. Is this possible? Example Requester from Site A submits a ticket to Servicedesk. Both technician from Site A and technician from Site B receive a new request notification. I would like for only the technician from Site A to receive a notification email.
Problem/error with asset category (upgrade failed from 8027)
Dear Support team, Can you please help to fix that problem. Somehow, during the testing of assets module, we delete (?) asset resource called "Access Point". I dont know how. And we forget about this. But when we start updating our version from 8027 to SP1 we recieved error like below.. We try to recreate manually Access Point, but it not helps. And when we try to open this IT asset (Access point) we recieve such error. Can you please help in our case? Can we recover this resource and update
Unable to access servicedesk via port 8080
Please we had a little issue when starting servicedesk, it gets stacked in the application layer. I changed the port from 8080 to 8070 and is going through. I will like to know if you can get me a script to stop any service running on port 8080 with the exception of servicedesk because checking from the process id’s in windows the port has a binding with the “system” process.
Training for ServiceDesk Plus?
Anyone know of an ITIL certified trainer in UK for ServiceDesk Plus?
Automatic Delegate request to corresponding technician
Hi. I have 4 sites, each site have a Technician, Is possible to configurate the application to delegate the request to the corresponding technician? Thanks in advance
Allow technician to manage inventory of a specific Site
Hi. How do i configure technician permission to allow it to manage only the inventary (equipes and licences) corresponding to one specific site? IE. The site1 technician, can add new equipes, load new licences and asign those licences to equipes but those in the site1. Thanks in advance
How to insert a new software licence
Hi. I´m getting problems to insert a new software licence. When i go to :Inventary/ software licences / add New. When i click the + botton that´s by the side of the product name combobox, to add a new product, a new popup window is opened. At this window, i must introduce product name, and choose a software from managed software, but there's nothing to choose. where i shoud insert that category? Thanks in advance
report pulling all fields in purchase order
hi, i m looking for a query report which could get all fields in the purchase order, including product type, description of each item and remarks. thanks.
SDP 8108 Backup Error
Dear Sir, I have problem with backup database, it error is: Pls help me to fix it, Thank you very much! C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Some pc with the agent installed are not discovered
Hi: I have installed the agent in my lan. There are 4 pc with the agent, but only two of these are discovered. Any suggestion? thanks in advance
Solutions - View of the topic is cut
Hi. Having a problem with the view of the topic in solutions, it cut som part of the text, see the attached file. Is there any solutions or possibility to get more of the topic text to show? Or is it a limitation on how many letters that default will show...? Regards Terje
Approvals
Hi... When we sent mail for approval then does the approver can approve the request by using Blackberry. regards vaishali
Asset screen and navigation
Dear supportdesk, Is it possible for you to implement in near future releases a way to better navigate trough your asset screens. It would be very usefull if you could easily navigate trough the different asset screens, with buttons or something, now you have to close a asset screen and open the next one, if you could do this from within the asset screen of an CI item that would go much faster. Many thanks. Raymond Boer
What's the difference between Requests and Tasks?
We are just getting started with ServiceDesk Plus. When is it appropriate to use a request vs. a task? Requests can have many tasks, but does that mean every request should have a task? We have set up some request templates that require work from multiple technicians. Is this a good place to use tasks - one task per technician/step? Related: As a technician, how do I know what I need to work on right now? It seems there is no way to see something like "my active requests and tasks" on one screen.
Option to not send notification e-mail
It could be useful to be able to set a ticket to not notify a user when it's created. Especially for calls in which we open and close the ticket in the same call. We log the call, but there's really no need for an e-mail to go out to the user at that point. It would save us some confusion trying to explain to the users why they're getting a request notification.
job title in requests
Job title not view in requests detail We can see it only edit request Why? How show this field in request detail page?
Create requests using service tag number
All of our assets have metallic asset tags with a unique 4 digit number. We record this number in SDP as the "asset tag". When an employee calls with a support issue we ask for the tag number. Is there anyway in SDP to search for the tag number then start a request using the results. I cannot find anyway to easily create a request using this number. Every asset search wants an asset name. Thanks again.
How to change the header of the Report's header?
Hi Dear Support, I have a task to add to query report some information in the header. So I had no problem to wright query report and at the moment it looks like a table. Now I need to add some custom information in the top part of the report: several text lines and dates period, which were used in the query. Please advise, how can I do this? We are using MESDP 8.0.0 Build 8017. thank you in advance, Irina
Translation of status
Hello Support Team, I have a customer (SESC GOIANA). hey find interesting that the status OPEN, CLOSED, RESOLVED AND ON-HOLD be translated for portuguese of Brasil. See the translation below: OPEN: ABERTO CLOSED: FECHADO RESOLVED: RESOLVIDO ON-HOLD: PENDENTE
Reply to Requests Auto Populating CC Field
When we reply to calls that have been Automatically logged in Service desk via the mail fetch, it always populates the CC field with the account the emails were originally sent to. To try and clarify, I've created an account called ServiceDesk which is used for the mail fetch, this receives a copy of all emails sent to our main support email address (ITSupport@mycompany.com). The calls are automatically logged just fine but whenever a technician reply to an automatically logged call, ITSupport@mycompany.com
availability chart
I would like to make an escalation rule to the next technician on the availability chart, so how can I do that
Service Catalog ability to change the template....
I have already requested this to be an enhancement with SDF-36189 and do not see this in the "known issues" area. I would think that this would want to be escalated to a "known issue" since you cannot expect the customers to always select the correct template. IF they do not select the correct service catalog template, you do not have the ability to switch it to a different template, unless I have mistaken the Service Catalog's purpose which was to create a way to handle the customer's request in
auto assign /shifts
I’ve 2 shifts one in the morning and one in the afternoon till midnight so how can I set it for technicians availability chart
Update from ServiceDesk version 7.6 to 8.0
Hi Everyone, We are currently running ServiceDesk Plus version 7.6 and want to upgrade to 8.0 cleanly by backing up the database, uninstall version 7.6 then installing 8.0 then restoring the old 7.6 database. Is this scenario possible. What would be another avenue for this? Regards, T
A Real work planner
Hi all, it would be great when you would realy be able to plan the shifts and so on for your technicans in the workplanner. Then you always can see how many technicans you have for the night shift and so an. Perhaps it is possible to realize it with a algorithem system e.g. 5 Days Night shift onde free day, 5 Days late shif one freeday 5 days early shift and so an and then use this algorithem for a whole year. Best regards Thomas
Request Type field not listed in TimeSpent reports
Hi there, As far as I can tell, when creating TimeSpent reports (or editing existing ones) there is no way to access the Request Type field, either as a column to include, or criteria to filter on. This seems strange as most other Request fields are available in this module. Am I missing something? Is there a technical reason, or is this just an oversight in the reporting module? Thanks, Richard
link servers together
If I installed SD+ on multiple servers for different engineering department, how can I have data linked together? How can I have a management for all servers?
"Add Request Button" cannot see without scrolling down.
Dear All, I would be grateful if any one could help me to sort this issue, may be this is due to our user workstation resolution size, (1366x768). I suppose to use the SDP for over 150 smiler workstations. I cannot change this resolution size since that is the default for the particular model. I am using minimum number of fields on the requester view but still the size of the "Description Text Box" taking a lot more space on the same page and the add request button is still not appearing on the first
Move users to new domain and new username
Hi We have thousand of user in Servicedesk Plus, now we have beginning changing Active Directory server. That means new username and new mailadresser for all user. If I do a standard ldap sync all users loose there old and current cases. The sync must work like: OLD Username to NEW Username and NEW Domain. Changing all users by hand is way to much work. Can I fix this direct in database? if I look at table AaaLogin I see username and domain. That is all I want to change right now, but changing
Description field in approval of requests
We have some users that fill out a pretty long description in the approval of some requests. Currently we cannot open that record to view that full description, the only way is to mouse over and we can read it for about 30 seconds before it disapears. Is there an easier way we can view or print the full description?
Link a PO to an asset
Hi all is there anyway to link a Purchase order to an asset. If i create a PO then create an asset from a PO then great i can see the PO assigned to my asset. But i have old assets in the system before that was available so it would be nice to link a PO to an asset. Also if you delete an asset that has been created from a PO then you can not reopen the PO to create an asset from it again. UDF is not the answer as it does not hyper link to the PO anyone ????
HTTP 500 error
In the recent items, when I view a change that has been deleted, I see the message below, is this correct, surely it should say item not found or this change has been deleted HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Can't find resource for bundle java.util.PropertyResourceBundle, key sdp.change.invalidchangeid.error com.adventnet.client.view.web.ViewProcessorServlet.service(ViewProcessorServlet.java:99)
announcement privacy
Hello I created an announcement and checked the “show to requester” option where I selected a specific group, but the announcement is showable to everybody??
Customizable Dashboard
It would be very valuable, to have the chance to customize the dashboard. especially for the supervisor role. In fact, we are using SD to manage different groups of technicians (IT & logistics) and a dashboard that mix all them up is almost unusable. at least a new "master filter" by Group could be implemented, giving the opportunity to change the view on a specific group, affecting all the dashboard widgets with a single click. is that in your mind, already? thanks
email forward
I made a rule in exchange server to forward mail from servicedesk1 to servicedesk2 but business rules won’t apply in the second server after this operation, kindly help me solve this problem
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