Ghost Technician
I've deleted a technician a while ago, but the "Tehcnician auto Assigs" still keeps on assigning tasks to th e account. I can't find the account in either the Requester nor the Tehcnician part af the Admin section. It's not possible to assign a tast manually to this account, only by Auto Assigns, and the account can't be exluded from the auto assigns, since it's not listed .... I guess it's a ghost record in the sql-database, but how can I delete it ? Any idea ?
Manage engine receive mails on his inbox but couldn't open a ticket ?????????
Manage engine receive mails on his inbox but couldn't open a ticket ?????????please advice what action should be taken
Unable to delete reports and folders
I have some people that have not been with our company for a long time and they created some custom reports. I am trying to clean up the reports and folders, but I am unable to delete them. I am signed in with an admin account. Is there any way to delete these?
Is it possible to merge 2 requesters?
I have an issue where one of my requesters is in the system twice. I have some tickets under their original requester name. Then they emailed the helpdesk and their email address was not entered under their requester profile so it created a another requester with the same exact name. Is it possible to merge these 2 requesters together?
Merge requesters
Hi Is it possible to merge requesters by a sql script? J would to mergealla requesters whit teh sam namne so alla request would belong to teh last crated user. Regars Per Viklund
Query Report creation permission
I tried to find when and why Query Reports creating become unavailable to technicians in ServiceDesk Plus (now only Administrators can create query reports) but no such luck. So, I'd like to ask what was the reason to leave Query Reports creating permission to administrators only? (From my perspective, I see only disadvantage that technicians cannot create query reports and you don't want to grant a lot of people administrative permissions only to make them able to create the reports). Is there a
Probleme when deleting Relationship
I'm running SDP 8109 When deleting relationship between application and IT services, it is removed the application from CMDB
Work logs are not being counted as time spent
Several of my tickets are coming back with Time Spent 0:00 when there is a work log of 1 hour. Several of these have this. How do I set work logs and a report that has Time spent to read the same thing. Or do I need to use a different field? John
RequestOnHold Table
I notice that the RequestOnHold table has on hold records multiple times for a record that was placed on hold only once. Does anyone know why this is?
Network scan issue in SDPLus
Hi, I am using the latest version of SDPlus. I am trying to setup my network scan, but I am experiencing some issues. What I have done: 1. selected scan of the entire network 2. using SSH 3. provided login account who has administrative rights My scan does not find anything at all. Is there something which I have skipped to fill in? Thanks in advance, Dimitar
Description is missing in request view
Hi everyone, We've updated to the 8109 release, and some of our technicians experiencing issues in viewing requests. When they open request, sometimes (but often) they can view only the part of the request description. And the other part is missing. Only admins from branch offices report this problem (they have WAN access to the site - from 2 to 40 mbit/s). Clearing the Internet Explorer cache helps them, but not for a long time. Please help me to solve it. Thanks in advance.
Request Template
Dear Would be helpful to enable the item to add resources in the template requests Currently only available in Service Catalog. Excuse my English language Regards Marcelo
Hotfix 8110 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 Issues fixed in 8110 (Released on: 31st July, 2012) SD-46612 : If the user name contains some special characters like (Ä ä Ö ö Ü ü ß), then while creating a request, an alert message 'The user does not exists. Do you want to create a new one?' appears even though the requester is already present. SD-46607: In DC integration mode, while creating
Is there a way to recover deleted Reports
Is there a way to recover reports that were accidently deleted from My Reports?
New small requirement.
Hi, In the Workstations list, we want to add an IP address column. Currently this feature is not possible. Thank you in advance. Ko Young-Suk
Pictures in Assets / non-IT Assets
Hey guys, You know what would be cool? That i could add in a picture of an asset (PC, server, printer ...) or non-IT asset (projector, ...). That could be a URL to a existing picture online (of a printer for example), or to upload a picture i took myself of an asset. Adding in multiple pictures would be nice to. It could be especially usefull in situations in which a lot of network equipment is involved. A picture says a thousand words, not the least in the case of routers/switches/firewalls/patch
I have question about approv request.
Good evening. I have two managers whom i configure to approve users request and when one of my manager go to business trip users waiting when hi come and approve request. How can i redirect all request to approve to first manager when second manager is absent? Thanks for your help.
New change module question
Hi, Can support confirm if SDF-46654 which relates to locking down changes to technician group will be in the first release of the new change module? Currently any technician with change module access can see all changes for all users. The result of this currently is only one technician group of our 12 is allowed to us the change module, as until we can stop other people seeing their changes, it's useless. They might have changes that are confidential and affect other groups working practises that
Operational Hours Group
Would it be possible to suggest being able to set operational hours on a group? I have techs that are in multiple sites that have different hours for each site. The problem I am having is that with the techs being in multiple sites and only working specified hours, some tickets will come in and the SLA will be violated. So I am just wondering if operational hours could be set on the Group level so that I can setup SLA's based on that instead of at the Site level.
Step-by Step Pre-requisite Guide
I will be implementing Service Desk Plus for a client soon an am wondreing there is a step-by-step guide which shows pre-requisites throughout the process. I am looking for a guide that would essentially stipulate, don't do this step until you have done this step. I am looking to install the app, import the AD users and assets, stand up the CMDB, configure Incident Management and Problem Management first. Then very shortly after implement the Service Catalog and Change Management. Any help
Unable to login to local login
Administrator account is only local and the local login is disabled. How do you re-enable the local login?
Need a query report for MySQL
Hi, Is it possible you could generate a query in Mysql format for me, so I can produce a report? 'Resource Name' and ' all scans of a workstation report within the last 30 days'. Something like that: WK Scan date Status Workstation1 01/06/2012 Successful Workstation1 02/06/2012 Successful Workstation1 03/06/2012 Failure Workstation1 04/06/2012 Successful Workstation1 05/06/2012 Successful Thanks, Maria
Populate "Assigned to User" field via login script
Is it possible to populate what user a workstation is assigned to (and change from In Store, to In Use) via login script? Or is there anyway to do it that does not involve adding this data manually?
desktop central with SD+
hello i configured sd+ to collect data for workstations from the desktop central agent, but it's not giving the complete information about the workstation like : state asset tag serial number barcode part no user account (system details) so how can i have what i want ?
Next SDP Release question - Bar code?
bar code support for Assets How exactly it works? Is this means it works with bar code reader? Thank you in advance. SC Jung
Defult asset selection to All Assets rather then Assets owned by user
Is it possible to have SDP defult to [All Assets] when selecting an asset for a new ticket, currently it defults to[ Assets owned by User]
New ServiceDesk Beta version Request
Hi SDP Support Team, If you have a beta version, could you e-mail me? email: koys@tmn.co.kr Thank you in advance.
Actve Directory Scan - Map OUs to Sites?
Can I perform a AD scan where it configures the workstations discovered in different OUs to their corresponding site? Speaking with other techs at other customers sites they have said the only reliable way to get accurate info and not end up with unassigned machines and rubbish data is to run the startup agent thing on each PC. What's the better way to do it? Should the AD scan work fine for a company that's 8 sites, 150 PCs, 15 Servers?
add fielder database mssql
Hello, must include a field in my form. this field must contain data that is in a database mssql. I find no way to do this.
Service catalog workflow approvers
Hi Team. 1) Is it possible to choose approvers depending on user answers in resources? For examle user made request for new computer. He choosed laptop from drop-down list in resources(pc, laptop). Can system automatically send e-mail to laptop-approver 2) Is it possible to choose approvers depending on requester relationships? May be there is any scripts that can help? I know only about $Dept_Head$ feature 3) Is it possible for users to choose more than one stage of approve? For example user choose
Asset Management and Product Type Problem
We are having issues with moving scanned assets into new Product Type catagories that we have created to help us further detail how many of what endpoint device we have. When a initial scan is performed on a desktop, laptop, etc, it is initially placed in the IT Asset Type called workstation. All of that assets information is also there and it allows us to rescan manually whenever we want. Since our workstation list was growing to hundreds of systems, we wanted to further differenciate the type
Issue with long term SLA
There are SLA's that we have initiated for future type requests.. requests that will not see completion until 30 days. The rules and the criteria has been set and the issue should be resolved within 30 days. In this case level 1 escalation is the ticket is not resolved occurs 10 days after. and the second level occurs 20 days after...these two seem to work fine. the third level is set to 30 days after and for some reason, it always fires early, 18 days after ticket created not even after SLA was
Can we remove solutions tab
Hi i want to know whether i can remove the Solutions tab from Requester View? thanks muja
Interface bug when using russian language
Screenshot attached
Notify techs when an update to request is required
Is it possible to setup schedules for incidents and service requests to notify the tech an update is required or outstanding currently or processes are to contact the requestor a certain frequency depending on the sla to give them updates obviously were all human an these sometimes get forgotton i would like to setup notifications based on each sla to remind the tech to give updates till the call is resolved ihad a look at sla escalation, but this is not what iam after is it possible, if not
Login to new installation not working
Hi Guys, I have just configured a new ServiceDesk install as follows: Windows 2008 R2 SQL Server 2008 R2 SDP 8.1 The installation completes fine and SDP starts up ok, however I can't login to it. When I try and login using either the "administrator" or "guest" accounts that it specifies on the login screen, I just get an error message as follows: Username or Password is incorrect I have opened the SQL Server management tools and can see the servicedesk database and everything seems to be
User Group
Hi, I create User Group based on Sites for Service Catalog purpose. Some Users that I imported from AD have "Site" information but others just don't have any information (blank). I want to create a filter in User Group that is "Site" + is not + "Lisbon", and I want that this group to have all requester that have a value differente from Lisbon or have nothing (blank) on "Site", but this querie just don't get "blank" users... I really need to do this to use with Service Catalog SLAs.. thanks, regards,
Set default domain
Is there a way to have a default domain when logging into Service Desk. We are connected to a very large HealthCare system and have have several domains that show up with our users try to log into ServiceDesk. If we could have a default domain that would help out a lot. Chris
Failed to deleted Workstation Asset
i tried to deleted Workstation asset and i receive this errors : Same error on CLI : I have try all of this command before : delete from DomainLoginInfo where domainid =XXXXX; delete from SystemInfoDomain where domainid =XXXXX; delete from ADAuthenticationInfo where domain_id =XXXXX; delete from ActiveDirectoryInfo where domain_id =XXXXX; THIS COMMAND DOESN't WORKS delete from ADOrganizationalUnits where domainid =XXXXX; delete from domaininfo where domainid = XXXXX; delete from audithistory
roles
hello how can i create a role for technicians so that he can only view the assets related to his support group only
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