Service Desk Online Beta
Could I please request for the beta.servicedeskplus.com to be upgraded to 8108 (from 8100) so that I can see the new Task features. Thanks, Andrew.
Add on Project Management for SDP Professional
Hi, Will any cost or free will? Do you have to install every time you update the version of SDP? Thanks a lot! Mauricio
unable to start servicedesk after upgrade
Hello, We are unable to start servicedesk after we upgraded from build 8106 to 8108. It runs all the modules but when it gets to "Application layer started" it's unable to continue. From this point its only periods (......) that are displayed. Kindly help resolve this issue. Regards
Error I got when I started manually on run.bat
Help from this problem
Tickets Report Unassigned
How I can get a report that tells me how long you were a ticket without being assigned to a technician? and how many times had to be reassigned a ticket? Thanks, Mauricio Fuentes
Report Request - unassigned requests
Hi, I need to create a report to show all open requests, that have been open for at least 8 hours and that have not been assigned to a technician. The results need to be grouped by 'group'. Any help would be much appreciated. Thanks.
connect to RDP through VPN
i have service desk plus install and from my office everything seems to work fine, the problem is when i get out my office and connect there through my VPN then the remote admin does not work showing me a message "could not connect, Reconecting" but nothin happens, Can you help me?, Regards
User login problem
We installed ServiceDesk, added 5 local technicians. Then re migrated Active Directory, since doing so it seems to be causing problems for the technicians to login, I had to try local authentication about 50 times before it logged me in. Also it is not saving the technicians domain, I save the domain, it reverts back to "none" This is not the only place it is not saving, in forms too I make changes, save, it looks fine then come back and it has reverted the changes. We use asset explorer and it was
Report not visible
Hi, I have created a new report with a customized query in the Corporate IT part. The results of the report are ok. However, this report is not available for the rest of the people. They don't show it in the reports tab. I'am as a administrator role so I dont know which is the permissión which regulate this. Any idea? I paste the query. Maybe is missing something that is related with that. SELECT solution.solutionid 'Solutionid' , KB_Topics.TOPICNAME ' Topic',Solution.TITLE 'Subject ',Creator.FIRST_NAME
Import of service offerings into the Service Catalog in SD+
HI, I would like to know if I could import service offerings into the Service Catalog in SD+, instead of creating them one by one. I was thinking of some way via a csv file, let's say. Is that possible? I'm talking about the latest version of SD+, Enterprise edition. Thanks, Dimitar
After upgrade 8108 Russian descriptions ot requests displayed by signs "???????"
Hello. After upgrade ServiceDesk to buid 8108, descritions of all request displaed by signs "????" It was OK With biud 8107. Can you help me? P.S.: Description of requests in Russian.
Roles in SDP
Dear all There is a question that I have, Here is an example that what i need I have 5 Technicians : T1, T2, T3, T4, T5 All of them work in one site. I have not defined any Sites because they are all work in one company. T1 wants to see all the requests assign to himself and T2 T3 wants to see all the requests assign to himself and T4,T5 but T1 and T3 don't want to see each others requests In Admin-->Roles There are only 4options(All, All in associated sited, All in group & assigned to him, assigned
8108 Hotfix 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 8108: SD-45844:In requester auto complete available in 'New Request' form, the required requester cannot be selected by using up/down arrow. SD-44680: When a note has a double quote ("), then editing such a note will always open the previously edited note in the request details section. SD-46244: When a conversation(received
URL does not work with name
Dear all There is a problem that I have. When I type the URL of ServiceDesk from other computer it does resolve but with IP is Ok? What is the problem and what should I do ? Regards NeginUR
Technician Notifications
Currently, email notification is only sent to a group when a new ticket is submitted It is not appropriate for someone in, say, the Linux Admin group, to assign an existing ticket to a technician in, say, the Windows Admin group since that Linux admin does not necessarily know who in the Windows Admin group is most appropriate to process the ticket. Hence there is a need to be able to automatically send an email to a group when an existing ticket is assigned to a group. Suggest that you amend
cannot delete site
Hi, I am trying to delete a site, but get the following error: FAILURE :Site is being used by a module. Hence cannot delete it. I cannot find the association with the site anywhere. Here is the log file entry with the errors within: Caused by: java.sql.SQLException: The DELETE statement conflicted with the REFERENCE constraint "WorkOrder_FK4". The conflict occurred in database "servicedesk", table "dbo.WorkOrder", column 'DEPTID'. at com.adventnet.db.adapter.Jdbc20DBAdapter.handleSQLException(Jdbc20DBAdapter.java:1042)
Requesters can't se their reported incidents
I recently erased all of the requesters from inside SD+ and then re-imported the users from our Active Directory. Now my requesters no longer can view their earlier reported incidents. They don't have any rights to open them. What can I do to fix this? I use SD+ 8.1.0 Build 8105 and SQL 2005
Date custom field
We have a custom date field in our assets for Date Modified. Is there a way for this to automatically put in the current date when someone edits an asset?
Update issues SDP 8100
Hi. We now update our SDP distrib (OS linux without X server) from 7605 to latest build. To do this we sequentially applied service packs as described by http://www.manageengine.com/products/service-desk/migration-sequence.html. The latest successful update was from 8000 to 8027. Update from 8027 to 8100 fails with errors. First of them are identical. 24.05.2012 9:50:30 [SYSERR] [INFO] : com.adventnet.persistence.DataAccessException: [ViewConfiguration_PIDX] Exception occured while inserting rows
request email - can not send replay
I have a problem with request emails. Some times images are not processed correctly. They are shown as broken link in the request and it is not possible to send a replay. In the logs I fund these lines: Inside extractAttachments...| filename in extractAttachments : =?iso-8859-1?Q?Billede_(enhedsuafh=E6ngig_bitmap)_1.jpg?= Unrecognised Attachment : =?iso-8859-1?Q?Billede_(enhedsuafh=E6ngig_bitmap)_1.jpg?= java.io.FileNotFoundException: ..inlineimagesWorkOrder509520.jpg?= (The filename, directory
Possible bug on CMDB configuration for BUSINESS service
Hello, Even though SITE appears as a default field when adding a new Business Service it does not let you choose one, it does not show.
Asset Agent does not start
Hi, Trying to install the asset agent manually on my laptop, but the service fails to start. Keeps giving me: "The Manageengine AssetExlporer Agent Service on local computer started and then stopped. Some services stop automatically if they are not in use by other services or programs." Helpdesk Version 8.0.0 Build 8026 I am running windows 7 64bit. I have already tried uninstalling, re-installing. Uninstall, reboot, then re-install. And re-created agents each time from helpdesk interface.
Report tickets by Site
I have created a simple report to display tickets by Site, but how do I make it so its ordered by closed tickets. I have the query below: SELECT std.STATUSNAME "Request Status",sdo.NAME "Site",wo.WORKORDERID "Request ID" FROM WorkOrder wo LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (wo.ISPARENT=1)
SQL Problem
please tell me why i can't add Tabele in Service Desk MySql ?
Business Rules and Sites
I'm sure you're working on a fix to make it easier to manage Business Rules and other site-specific settings. If the site setup and copying of rules functionality is to remain the same, I would suggest adding a new selection box in all of these site-specific settings' setup pages that allows choosing to which sites any new rule should apply. This would work much like how assigning sites to technicians currently operates. It would make adding a Business Rule that needs to be in all sites much easier.
how to add new notification rule template
How to add new notification rule template for send notification mail to support reps when the requests are closed or updated...
How to remove default product types
Hello, Is it possible to remove default product types in SDP ? (keyboard, printer, router, server...) I've seen a post from a 3 years old that explains is possible, but I didn't find the option. My version is 8.1.0. Thank you.
Error When Merging Requests
Hi, We receive the below error when trying to Merge requests, I have recreated the issue and captured within the support file attatched. Please investigate and advise. SDP Version - 8026 Thanks
ServiceDesk Plus not starting correctly
Hi I am having problems with SD+ not starting correctly after a reboot of the server. I am currently running SD+ on a virtual Win2K3R2 Std SP2 server with 2GB RAM and plent of disk space. From the wrapper.log file I have the following details: STATUS | wrapper | 2012/06/26 12:13:04 | --> Wrapper Started as Service STATUS | wrapper | 2012/06/26 12:13:06 | Launching a JVM... INFO | jvm 1 | 2012/06/26 12:13:17 | This copy is licensed to CompanyName INFO | jvm 1 | 2012/06/26 12:13:17
Requester Name does not exist...
In the field "Name" in Requester Details can write only in Latin. When you write "Name" in Russian and then push "Add Request", the error "the requester name does not exist..." When we write in Latin:
Improting data to the ManageEngine ServiceDesk Plus.
Please can you help me with the belwo issue. We just buy the new system and we link all the PC in the servers to ti. But their are some old data that need to be improted to the new system as will such as users and their pc. Is their any way to improt the oldtables to the new system ??
import asset data from excel
Dear Support, I am using SD+ version 7 build 7011. Is there any possibility that we import the components and non IT assets data from excel to SD+. We have about 2000 non IT assets and components which will take lots of time if would be entered manually. Please provide us step by step procedure so that we can register our assets. Waiting for your urgent response.
Redundant Email Notifications
There are a couple of situations where email notifications are sent out that I feel are unnecessary. We have notifications enabled for the group when a request is assigned to the the group and to the technician when a request is assigned to them. Often a ticket is assigned to the group and individual technician at the same time. I'd like to request that a check be put in place so that an email is not sent to the group if the technician field is populated. We also have the notification enabled to
Question regarding solutions Module in 8.1
Has tha ability to create solutions with screenshots or other images improved any in 8.1 such as the ability to paste an image? ie copy and paste from a word doc into the solution without having to use the insert image button. If we are creating a solution that has several steps with several screen captures it is almost to time intensive to use this functionality. Right now if we paste an image and another user views the solution the image does not appear. As so many of our solutions have been created
How to license?
Hi, Good day! I have been using the trial version of Service Desk Plus here in our office for evaluation for 18 days. According to manageengine.com where i downloaded the software, it says for trial version it can only accomodate maximum of 5 technicians and 250 nodes. So here’s my question, how do you do the licensing if we’re gonna offer Service Desk Plus to our clients? Is the licensing based on per user? Per number of nodes? Or per computer where it will be installed? And how much does it
Help with Computer by Software query
I want to be able to list Microsoft Office 2007 Computer 1 Computer 2 Computer 3 Microsoft Office 2010 Computer 4 Computer 5 its very similar to Computers by OS , which is a standard report in service desk. Not sure how to do this any help woul be greatly appreciated.
Service Desk DataBase
how to know where is my db of service desk ?
Matrix report with two Sumarize columns
Hi all, I'm trying to create a matrix custom report, and I need your help to insert two "Sumarize" columns ("Count Request ID" and "Average Elapsed Time"). I did these steps: - New Report -> Matrix/All Request -> Advanced - Column grouping: Created Time / Month; - Group by Category, then Group by Subcategory - Sumarize column by: Count of Request ID; or (Sumarize column by: Average of Time Elapsed) How can I insert "Count of Request ID" AND "Average of Time Elapsed"? pratically, what I want is a
my sql
hi is it possible to add table in servicedesk mysql? i want to add table in mysql and i don't know how to add? how can i get access to service desk mysql in GUI Mode?
Asset history
Is there a way to tell if there has been a change to any of the custom fields that we have added to assets?
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