Disable ae_scan script
Hi, there is any way to configure SDP to refuse data from ae_scan script? We need to be sure that nobody could use it. Thanks Enrico
What is Service Tag?
In Asset detail page, what is the meaning of Service Tag? Where does it come from? (in BISO or other) Is it unique?
firefox 8.0 attachments save as hdfiledownloadservlet
If I click on an attachment it asks me to save the file and saves it as hdfiledownloadservlet. If I rename the file to the correct extension (i.e. .txt) it opens fine. I tried this on both Chrome and Internet Explorer and it works fine, it only failed in Firefox 8.0. Running version 8.0.0 Build 8015
Time Format
Is there any way that the application can be updated to use/support 12 hour time system as opposed to the 24 hour system? Being able to use 3:00 p.m. as opposed to 15:00 would make more sense for most users.
Report on Requests Resolved/Closed by a Different Engineer within time ranges like 1hr, 4hr ,8hr etc..
Dear User, Please find the query below to generate on: "No of calls resolved or closed by the a different engineer within - 1hour, 4 hour, 8 hour, 12 hour, 24 hour, 2 days, 5 day, 10 day, 20 days, 30 days, 45 days, and more Grouped by Request Type" Tested in : MsSQL (SDP 8018) ,if you need any clarification please get back to us. Note : Please change the Date filter (marked in Bold Blue color) as per your requirement SELECT RequestType.NAME 'RequestType', SUM (CASE WHEN
Work Log Bug
I recently noticed that there is a bug in the Work Log screen. The Executed Time shows Time 0 through 23 for hours. When selecting 7 hours it should show as 7 a.m. but it is showing as 8 a.m. instead.
Update Servicedesk Plus license
how do I key-in my new Servicedesk plus license if my current license has already expired ? Right now, I cannot access the webpage after the expiry date of my old license.
Keywords for Service Catalog Searches
I understand the Service Catalog is searchable - is there any way of adding keywords to templates? E.g. I have a template to report a paper jam, and when searching for "paper jam" the template is shown in the results. However if someone was to search for "paper jammed" it returns no results. Can I add keywords for templates to make searching easier for users?
Minor changes requested for list views
There are two things I'd like to see in list views. 1. A navigation bar at the bottom of list views (Requesters, tecnicians, requests, etc) in addition to the one at the top. I just find it annoying to scroll all the way to the bottom then find I have to scroll all the way back up to go to the next page. 2. I'd like the ability to resize columns in list views as well. I think this has been mentioned here before, so add my vote to the list. Thanks, Sheila
Migration of Data from TrackIT to ManageEngine Service Desk plus
Hi, We have 3-4 years of data in TrackIT, we need to migrate the data to Service Desk plus. Do you have tool for it? what is the best and easiest way to do it.
can not send mail in purchar
can i help you ? I have configuration email and test user send mail outsite insite ok I have case i enter Purchase order choose Action/Send email Vendor. http://www.manageengine.com/products/service-desk/help/adminguide/contracts/contracts-notify-vendor.html But when send mail notice Sending notification failed. If login as administrator i can send mail to vendor ok
Help with some queries Total work log time
Hello, I m trying to build some MySQL queries around the incident requests could you please assist : 1- a query that can be ran weekly and get the sum of the tech time elapsed for all the tickets worked ( weekly total for the last 4 weeks ) 2- top five ticket for specific techs that contain the highest total amount of work log time for the last 6 days 3 - top 5 categories and number of tickets for each cat for last 6 days 4 - total amount of ticket worked the previous week (all tickets with work
Assign Group autoclose...
Hello everyone I have noticed that for some time now when I assign a request to a technicians the window named Assign Group and Technician doesn’t autoclose as before. What can it be? Thank you!
Add Attachments
There should be a button, maybe under the actions drop down, for Add Attachment. Currently the only way I know how to add an attachment is it actually edit the ticket. We have had users try to do so and accidentally change the description field.
SDP - forward all new requests / responses to existing requests to another tech
Hi, In our organization the IT department consists of 1 technician and the IT manager. We have a business rule in SDp, which will assign the technician to every new request of any type. The question is: when a leave is marked for the technician in the scheduler, how can all new requests/user replies to existing requests be forwarded to the IT manager (since where is no one else to handle the requests while the technician is on leave)? Thank you, Miron Shabalin
Trying to start MySQL server failed
I want to restore my backup on test server, it's not working.. Could you help please. Database not started. Starting ......... Dec 5, 2011 5:44:40 PM com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33366] java.net.ConnectException: Trying to start MySQL server failed at com.adventnet.db.adapter.mysql.MySqlDBInitializer.startDBServer(MySql DBInitializer.java:148) at com.adventnet.db.adapter.mysql.MysqlDBAdapter.setUpDB(MysqlDBAdapter.
Asset issue - 2 computers not co-existing
In ServiceDesk I have 2 workstations with completely different sets of information. When I run a scan on Workstation 1, Workstation 2 is removed. When I scan Workstation 2, Workstation 1 gets removed. I am on ServiceDesk 8017 with the 1.05 client. I am also running MSSQL for the backend. Any ideas?
Incoming Mail
Hi, our outgoing email works well but not incoming. All conversation responded through Outlook are not centralized under the ticket. I have tried to stop the SDP service then restart but it seems not working after a test. Herewith the support file so you can review. Your precious help is very welcome, Regards, Jedidia
Problem scanning custom built machines
Hi, We recently distributed agent 1.05 to the workstations in our company through AD. However, everyone in one department has a custom built machine. These machines show as Model: System Product Name and Service Tag: System Serial Number so whenever one machine scans it replaces any other custom built machine already scanned. Is there a way around this? I tried to manually change the Service Tag in the asset information, but a new scan just resets it to "System Serial Number." Do we just need
Linking service catalog to robo technician password reset
Hi, I have created a template for the robo technician to automatically reset the password for a particular user. I would like this to be one of the templates in the Application Login section of the Service Catalog. There is a default template to request a password reset for an AD account, but I'd like to use the one I have created for the Robo Technician to resolve. Is there any way of doing this?
Changes use and comparison to another Helpdesk
Our team is currently evaluating SDP and looking to improve on how we currently do things in comparison with CA's ServiceDesk (which we currently hate). Currently we use Changes to submit a ticket to initiate work and approvals for software updates. These updates are for in house applications. Right now when tickets are submitted it is done by the developer and is assigned to the developers group. Based on the category chosen there will be pre defined workflow tasks that require approval or rejection
SDP Disable categories
Hi to all, is it possible to disable old categories manually in SDP? Thanks in advance
Reports to $DEPT_HEADER$
We decided to send a monthly report to managers containing some numbers. How do I know who are the managers, let it scheduled in SDP but it would be much easier if we could schedule the time to report for a filter exist $DEPT_HEAD$.
Hotfix 8007 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8007 ) release. New features / Enhancements in 8007 : (Released on: 13th January,2011) SDF-35443: Discarding emails from non existing users. When enabled, any mail from email addresses which are not present in ServiceDesk Plus user database will be discarded and not
Our site vs the demo site
We are on version 8 and have noticed that when we browse the demo site it works fine with the Google chrome browser but out local helpdesk site shows the quick actions bar all messed up and when we edit a request it popups a message saying Mozilla < 1.3 Beta is not supported!. We run our install on a windows box anyone else have a problem with this? Thanks.
Getting Total Count of Open Requests
Hi there I am trying to get a count of the total open requests either via API or RSS. I can do it direct in SQL but woudl like to avoid that option. Am i missing something in the API or is there no way to get a list of recently opened calls? Cheers JB
Adding Groups
Is there any way to create new groups? I only have the option of selecting the default groups of either Hardware Problems, Network, or Printer Problems.
change the group
Hi, how to change the group for a large number of requests? best regards, Denis
A russian characters display trouble on asset page
Please, help resolve a problem! See attachment.
Graph Color Cutomization
Hi, A good day to you ! Is there a way to customize the color of the graphs to match a criteria ? Thanks, Jon
SLA report
Hello, today when I take a report of an SLA field OVERDUESTATUS chart created by the report is shown as figure attached. I wonder how I can change the color red (isoverdue = false) to blue and blue (isoverdue = true) to red. Thus the colors represent the best number.
add request servlet API No such user is available in specified DOMAIN
I am trying to add a user that's in my LDAP to my SDP as a requestor but I keep getting the error "No such user is available in specified DOMAIN" and I don't know what information I am missing or what I need to put in specifically for domain in order for it to catch that domain and process.
How define business rules on additional fields?
Hi, How do I define business rules on additional fields where the existing field, the value must fill in additional fields. Example: I created an additional field to report the percentage of completion of the request and that this field would be completed according to the status. Could you help me? Thanks Nestor
Can I enable all Requesters to see the Change tab?
We have internal customers (Requesters) that would like to be able to see Change requests (and raise change requests if possible). Is there a way to enable this? or do Requesters have to be promoted to Technicians to be able to do this? Regards, Tim.
Computer Inventory Only Showing One Monitor
I am trying to use SD to find all the monitors attached with serial numbers and I am unable to see all of the monitors.
Difference between Service Catalog and New Incident
Hi all I want to know what is the main difference between New Incident tab and Service Catalog tab and how can i relate these to tabs together. Thanks in Advance Negin
Error when creating a custom view for requests
When I try to save a new Custom View filter for requests as soon as I try to save it I get the following error : HTTP Status 500 -
How setup requesters to sign in with their Active directory Creditntials
I have just download and installed the Professional version of ServiceDesk. I just go done importing requesters from my domain Controller, and setting up my technicians. But i cant seem to figure out how to get users to send requests from their account. I've attempted to send request by logging in through the web browser connected to my Servicedesk server.
SDP Purchase Order Approval Workflow
We have started using approvals for POs and have to manually control the process to send the PO to each approver, one at a time. We are on 7611, which supports multiple approvers, however we cannot use this feature as there is no way to control the workflow process (there is no workflow process). We need to route IT related purchases to a series of approvers, who will only approve if the person before them approved the PO already. This is the classic run in through the chain of command scenario.
Mail Fetching Just Stops
Two Days ago, I noticed that SDP was no longer picking up any of the mail sent to the exchange mailbox we have set. After some troubleshooting I get this error message when I to re-enter the POP settings -> FAILURE: E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. This is the second time this happen, with the first having no real reason on why it just started to work again. So far... I have re-enter all settings
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