Creating Incident Templates
How do I give a techinitan limited access to the system however still allow him to create incident templates on his own? Thanks
"Connection to RPC server in the workstation failed."
I am unable to successfully scan any of my workstations and servers. The last Windows domain scan was three days ago, which completed successfully. I took three random workstations, ensured Windows Firewall was disabled as that is the standard here, and manually executed scan_setup.vbs which is also used as a user logon script on the AD server. The only thing different from today and three days ago is I updated ServiceDesk from 8109 to 8110 (AFTER my Windows domain scan failed for every workstation).
Multiple SDP Installations - One Server
Is it possible to run more than one copy of SDP on one server. We use SDP to support our technical support help desk, payroll support, and guest relations. Currently they are all running on separate servers but this seems to be a waste to me. Are their any notes on running multiple copies on one server? James
Using SDP for Multiple Departments: Categories
For those of you using SDP for multiple departments, e.g. IT helpdesk and maintenance dept., how do you handle the different categories/subcategories that each department needs? For example, the IT dept. needs categories like printers, servers, keyboards and the maintenance dept. needs categories for security system, furniture, deliveries, etc. I am wondering how you organize these categories/subcategories. I've considered two methods so far. 1) Make two categories - one named �IT� and the other
Moving Support Group
Is it possible to move a Support Group from being within a specific site to becoming a Default group? I have SDP Ent with multiple sites and the majority of the requests are handled by Techs within support groups on the local site to where the request is raised. However, some requests are handled by a Head office site. It is not possible for the request to be assigned to the correct Support Group within the Head Office site unless these Support Groups are configured for all sites. Is there another
Forgetting to add completed work log
We've got technicians who forget to add work logs, is there a report that can be run to identify which jobs have not any work log added?
Migrate from 'ServiceDeskPlus' to 'ServiceDeskPlus MSP'
Dear Sir/Madam, Hi how should I migrate from 'ManageEngine ServiceDeskPlus' to 'ManageEngine ServiceDeskPlus MSP' , Although I have tried it more and more but it shows me an error which the build number is not compatible during the restore process. and after searching at manageengine.com, I found that the build number of them has totally different. So now I do not know how should I do this? or if it is possible or not ? Please help me !! Best Regards,
Deleting Site - Stays at Processing
Hello. I am trying to delete some sites. I have 2 sites that I am unable to delete / merge into an existing site. When I select the site to move the information to...SD + puts up a window that indicates processing. Unfortunately, it never seems to finish processing. Any insight? We are running 8.1.0 build 8105.
Ability to mark a ticket as sensitive / private
Good Afternoon, I was wondering if there is a method of making a ticket as sensitive/private so that only members of a certain group could see the ticket. I did run a search and did encounter a ticket from 4 years ago stating that the functionality was currently not available but offered a work around. Is this still the case? Regards, Jason Stuart
Incident - Additional Fields
I'm writing something up at work to access one of the additional fields in incident, specifically it's grabbing the value from the custom field "Estimated Time to Complete" and I'm wondering where that's stored in the database, I've searched through and haven't found anything obvious, so I decided to ask here. Thank you in advance for your help.
After 8.1 Upgrade auto change status rule/action no longer working
In 8.0, when we would 'Submit for Approval' the SR would automatically change status from 'Open' to 'Waiting for Approval' which stopped the timer. For the life of me, I can't find where/how I did it in the prior version to re-enable in 8.1. After upgrade, it's no longer working. Can anyone offer any advice? Regards.
Username or Password is incorrect
Hi, I have installed service desk plus 8.1, sql 2008 r2 and windows 2008 r2. When I try to login with the deault administrator password I get the error message "Username or Password is incorrect". The query provided in a previous thread indicates that no deafult users was setup select aar.account_id,al.name from aaaauthorizedrole aar left join aaarole ar on aar.role_id=ar.role_id left join aaaaccount aa on aar.account_id=aa.account_id left join aaalogin al on aa.login_id=al.login_id left join aaauser
SQL to MYSQL
We were just accessing our database trying to create a Crystal Report from it and we noticed that when we upgraded SDP to 8.1 it changed the database from the current SQL that we were using to a MYSQL database. We really would like to go back to using the SQL database but were wondering if there is a way to change the current MYSQL database that has been in use from the release of 8.1 back to a SQL database? Also what would of caused this switch in the first place as during the upgrade process at
Reporting on re-assigned/escalated tickets
Can i please get the MSSQL Query for the linked report : https://forums.manageengine.com/topic/reporting-on-re-assigned-escalated-tickets
auto assign
I created the business rules for the sites that I have and configured the support groups members but all requests are being assigned to a specific technician, and in the request details, the site is being assigned automatically , so what went wrong?
First Response Violation Report
Is there a way to get a report of the % of First Response Violation's over a given time frame? If not is there a way to get any type of report on the First Response Violations?
disable buttons
Dear sir I need to disable the Buttons where user can select which problems/changes (all problems, my open.) he wants to view, and that is essential for the configuration Im doing
Apache Tomcat 7 attack exploit problem.
Hi, Currently I'm using 8107 of SDP. which version of the Apache is being using now for SDP? Thank you in advance.
department problem
I’ve created a department for a site and then deleted it, but I can still see it in department list when adding a technician ,what’s the problem?
reports
hello i created multiple support groups, how can i create roles where each support group can only generate reports related to its group
Is SDP safe to upgrade? (Java version)
I need to upgrade the Java for security reason (Accelerating attacks exploiting unpatched Java). I'm trying to upgrade the Java to version JDK 6 Updage 33. is this OK?
Probe user name incorrect, but is correct!
Hi Guys I have a big problem. Probe cant read data from workstations, Looking probe's log,I found this message Last Error : 2202 message : O nome de usuário especificado é inválido (invalid username) 12/08/2012 17:29:04: [54] Credential is invalid for 192.168.5.121 Connection Error : 2202. Last Error : O nome de usuário especificado é inválido. But i'm using the administrator account (administrador@oficinadakasa.local) and password is correct I do a test using wmimgmt from another computer and
disable AD accounts
hello SD+ is importing disabled users from active directory, so how can i solve this issue
8007 - Change "New Incident" to "New Request"
Is it possible to change the "New Incident" button to "New Request"? My customers find the "New Incident" to be a bit alarming and not appropriate for issues like requesting a projector or adding a new employee. Hopefully it won't take 3 days for this request to be moderated. Michael
Entering Partial Quantities in Purchase Orders
Hello, We are currently running ManageEngine ServiceDesk Build 8.0.0 Build 8009 When I am creating Purchase Orders, I often require fractional quantities but SD only allows whole numbers. How can I enter decimals (i.e. I purchased 1.5 units of a product, but I cannot enter the decimal portion of the quantity. Thank You Art Lazarus
Display Request Closure Code in Email Closure.
Hi, Is it possible to display the closure code to the requester when they close a request by using the closure email link? I would like for them to select a closure code when they close their request. Thanks.
Permissions to Add New Product and Vendor
I'd like certain staff to be able to add vendors and products. Currently they don't have Admin permission and I don't wish to give them that. The user is our CMDB Librarian with Full Control of Inventory and View/Add of Purchase. What permissions do they need to add/edit vendors and products?
Notify technician when new reply
Hi, we have just upgraded from v7608 to v8109. Before upgrading, the technician was notified by email if anyone replied to a request. After upgrading, the technician only seems to be notified if the requester replies to the request. Can the notification behaviour be changed back so that notifications are generated regardless of who replies? Regards, Alan.
How technician can view their raised request for other group?
--------------------- Rajesh Singh
After upgrading to version 8.0.0 unable to see requestor details from Admin-->Requestor Option
In the past the only way we could get technician accounts associated with AD accounts was by adding them via the Change Requestor to Technician option in the Requestor Details Options. Now we cannot do that because the requestor details options do not come up. Instead it bounces to the beginning of our requestors listing. Anybody see this before? Is there a fix?
Custom fields names
Hi all, I know how to modify the italian translation of the various field names by editing ApplicationResources_it.properties file. Example: by modifying this parameter I can modify the italian name of the "Request Type" field: sdp.requests.common.requesttype=Tipo di Ticket But it works only for the standard fields. How can I modify the names of the custom fields too? I'm looking for something like that: sdp.requests.common.requestcustomfield1=XXX in each ApplicationResource_xx.properties file (ApplicationResources.properties,
Sending mail, text randomly placed.
Hi We have a problem where when you reply or forward a mail the text you enter randomly gets placed at the bottom (that I have found). I attached two images that shows the problem, one image shows when i typed the letter and the other image shows how its displayed when I view the mail in SD+. I marked with green the word that this time got replaced and in the second image in red where it ended up. The amount of text we have noticed is random and most often more then one word as in the example. Best
How to customize "add work log" window ?
Hi, is it possible the "add work log" window. For example, i want to add a " Service Type column or chekbox" to add work log window We can customizing the "time entry" on the support center. Thanks,
The request does not fit the scope allowed. You are not authorized to update the same.
I'm having trouble opening requests in Manage Engine Plus, when trying to open a prompt is displayed the following error: The request does not fit the scope allowed. You are not authorized to update the same. What should I do?
Help with Report needed
I need two reports One report that shows me the non-closed service requests that are NOT linked with a Change (sorted by Service-ID) One report that shows me the non-closed service requests that ARE linked with a Change (sorted by Change-ID) I was able to create the basic reports, but i couldn't figure out how the Changes were linked in. Thanks in advance.
Time Issue
The time on our ServiceDesk Plus system is four hours off. The time on the server is correct, and the time zone settings are also correct. Any ideas?
My email address has changed, how do i update it in the Forums?
My email address has changed, how do i update it in the Forums? Thanks in advance.
Custom Report Help
Hi, I need help creating a custom report. I've tried looking at the SQL but i can't get this to work I need a report with the following columns Asset Tag Resource Category Product Type Product Vendor Name Resource Name Location Cost Replacement Cost Where cost is the purchase cost of the item and replacement cost is a custom numeric field of assets I need the report grouped by site e.g. site1 xx xx site
Edit report for date on installation and deinstallation of Software
Hello Community! I would like to ask you to help me with a report. I need to find out, when a Installation and also the Deinstallation was done. Here is the report to find out, which software was installed: SELECT workstation.WORKSTATIONNAME "ResourceName", workstation.MODEL "Model",workstation.LOGGEDUSER "Last Logged In User",sl.softwarename "Software" FROM SystemInfo workstation LEFT JOIN OsInfo osInfo ON workstation.WORKSTATIONID=osInfo.WORKSTATIONID LEFT JOIN SystemInfoDomain sysInfod ON workstation.WORKSTATIONID=sysInfod.WORKSTATIONID
Default values is not working
Hi Since upgrading to 7.6.0 my default values for additional fields doesn't work when I create request via email. But it does work when I create request via web. is it new bug? I remeber It was normal in older version.
Next Page