Delete old surveys and start from scratch
Would you please provide the SQL to delete all old surveys from SDP? I am on an MMSQL db. Thanks.
How can I export the scanned software list or run a report that lists all the scanned software?
Brand new to Service Desk; we have version 8.0.0 Build 8013. I would like to either export the list of scanned software or run/create a report that does? Can anyone assist. Thanks.
Requester detail information
Hi, I'd like to disable some filed in "Requester detail" area. Is it possible to do? or maybe just not show some field it's ok too.
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 Impact" Tested in : MsSQL (SDP 8016) ,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 Impact.NAME 'Impact', SUM (CASE WHEN (WorkOrderOperation.OPERATIONTIME
Printing of Sub Task from Change Tab
Hi SDP Team This is a feature requirement for Print option for Sub tasks in an Incident/Problem/Change Tickets regards Gopi ME Tech
How can I export scanned software list or run a report that list all scanned software?
New to service desk; we have version 8.0.0 build 8013. I'd like to either export the scanned software list or ideally run/create a report that does this? Any help would be appreciated. Thanks.
Purchase Order Currency
Hi, We work and order within the EMEA/NA regions, therefore have invoices in multiple currencies. We would like the currency field to be freetext so we can change the value on a per PO basis. One in � the next in � and maybe $ and have the PO saved in which ever currency we need it to be. Thank you
Role for calendar admin
Is there a way to set up a role for someone to view/modify all technicians calendars?
Common requests report in the Service Desk system
Dear all, How can I generate a report from the system that can help me in knowing the commonly created requests/incidents in the system? This report will help us in deploying necessary resources in handling common requests and even plan. I cannot see a standard report in the system that can help in me in getting this report. Your assistance will be appreciated. Regards, Davis M Onsakia
request closure.
how to prevent user from closing any requests but before closing all the included tasks first.
Error has occurred during response. Please view the Error Window for more details.
Hi We are using ServiceDesk Plus 8.0 (although this problem has persisted over several versions), on Internet Explorer v8.0.6001.18702. Every now and then, up to 10-20 times a day, I get a message box appear on the screen out of the blue saying "Error has occurred during response. Please view the error window for more detail", when I then click Ok, a new IE session pops up (with no controls at the top) displaying an unformatted version of the login page for ServiceDesk Plus. Quite often I will
Hardware change tracking
Is it possible to track changes for hardware? Example: John Smith wants to start using Jane Doe's old machine. The host name would change from www-s135-smith to www-s147-doe. We want to track any changes made by the host name. What are some suggestions on how to do this?
Appended by reply
When a user has n open ticket, then goes in and hits Reply, that reply is added to the ticket and I have the notification rule turned on to send an email to the assigned technician. That part works. My issue however is that when I get the email, I don't get to see the text the user entered. Is there any way to have that added to the email? I've looked over the content variables, but none of them seem to work. So as of now if the technician is on the road, then get an email saying the user updated
Hiding Knowledgebase/Solutions articles?
Hello We currently user our Knowledgebase/Solutions in Manage Engine Servicedesk Plus for our internal IT group to document procedures, and known issues. In the near future, we'll be allowing our end-user community access to the Self Service Portal to enable them to open their own tickets and/or view status on their open tickets. They have the option to use the Knowledgebase, but the issue is if there is a way to hide certain solutions so that only certain groups can see them. Point is, I don't
Global view of tickets for non-Technician
Hi, I need to create a global view of tickets for users who are not Technician. They merely want to see the status and details of each ticket. I have tried to create a public view using Administrator but users cannot see it How can I do this ? Thanks Jupp
Self Service Portal Settings
Hi there, Please can you explain how a requester can close their own request using Self Service Portal? I have selected this in Self Service Portal settings but logged in as requester cannot see how they would do this? Many thanks, Angela
Disable request creation though email
Hi, We use email fetching. This is because when a user reply to a email sent to them though SDP, but they're using outlook, there is no log of the conversation. With email fetching it picks up the reply and adds it to the correct log. The problem is if someone sends a email to the account we use SDP adds it as a new fault... So if a user has a Out of Office message on and we close a call and SDP emails the user to let them know the call is closed. The out of office message gets added as a new fault!
How to install ManegeEngine on Oracle Virtual Box?
Good evening all, I'm a student and we have been given a task to evaluate help desk software. We need to configure it according to our task and then demonstrate it to the class. In order to do this I need to be able to install it on Virtual Box. I tried to install it but got an error when I tried to run it. Is it possible to install the software on a virtual pc in virtual box? Thanks for the help..
Buttons gone after upgrade
I recently upgraded to the latest version of Service Desk as I was having problems with using Firefox 7. Following the upgrade, some of the buttons are no longer displaying their image and are just text links - This is not an issue with Firefox as the links are the same when using IE9. Could this please be addressed? Kind Regards, Simon
SDP Servlet API - Obtaining response
Has anyone managed to obtain the XML response from the servlet APIs in SDP so that it can be formatted into a more friendly format for users? I have tried using JavaScript within an HTML page to utilise the XMLHttpRequest object but I find that responseXML property always returns null. Any help appreciated.
Question about mail fetching limitation
Dear Support, My customer has been facing the problem regarding mail fetching feature. The system will stop when it received a huge mail from mail server. I need your help to provide the information about below. mail sizing for 1 email what is your recommendation about mail sizing. example is an email should not over 5Mb for 1 email timeout value for SDP what is timeout value for SDP? example is SDP has set 5 minutes for timeout. SDP will stop fetching feature when the sync time has more than 5
Backup build number not compatible with existing build
Hi, Our server died and the last backup we had is of build number 8003. I have upgraded the new server to build 8000 but cannot find a dowload for 8003. Where can i find this as i am unable to restore from my backup until I upgrade my current version. Unless the i can upgrade to the latest and then restore? Please help I'm completely stuck!
Custom report for future PM tasks
Hello, I have set up many preventative maintenance tasks and would like to generate a report which would show me all future pm tasks, not only requests generated from the pm but all upcoming ocurrences of the pms. Any assistance would certainly be appreciated. Thanks! Brian
SSL signed by private CA
Hi, I'm trying to set up mail fetching in SD+ 8 from a IMAPS server which has a SSL certificate signed by a private CA. I followed the procedure outlined at http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html and imported the CA certificate for the mail server with gencert.bat. If I run gencert.bat again to check I see this: root@itsm:ServiceDesk# ./gencert.bat mailhost:993 Loading KeyStore jssecacerts... Opening connection to mailhost:993... Starting SSL handshake...
Distributed Asset Explorer not work
Hi, Sorry for my very bad english. I'm user of SDP MSP Edition, and I try to check remote Asset Explorer inventory. Remote Asset Explorer scan fine my domain without agent (WMI mode) and collect data from workstations, but not insert in SDP configured as "Central Server". Export process failed. I try to import manually ZIP file generated on Asset Explorer into SDP, but import crash. Asset Explorer send mail report to my accont: Dear Admin, Unable to push the remote server data to central server,
Request Reports - Impact and Urgency missing
Just a quick one... Is there any reason why Impact and Urgency are not included in the list of Available Columns in a custom report? Again I would have assumed these fields would be included in the standard list. Could this be added as an 'enhancement' for inclusion in a future release? Looks like we are going to have to write our own SQL joining query on the Urgency table in the mean time, however the formatting doesn't allow us to, for example, create the matrix reports... :( Cheers, Lew
better support for firefox and other browsers in servicedesk plus
is there gonna be more focus on getting multiple browser to work properly with sdp ? I use firerfox 7.0.1 and there are some issues with sdp where fx I wanna close a ticket and I go into solutions and typre in the info select close and hit save. now it closes the ticket but, the info I typed in is not saved and when I go to the ticket the solution feild is blank. We are running atm sdp version 8016. I have seen this problem also with messages on the home tab that when you make one in firefox it does
Customize Add Work Log Page
Is there any way to add more info on the Add Work Log Page? Currently the Subject and Request ID are shown at the top of the page. I'd like to add the Requester's Details such as Name, phone number, email address etc. This stuff is already in the ticket so it should be easy to add, but I don't see how we can add it via our Admin console.
Only users OU showing when fetching OUs from Active Directory
Hi Really struggling to get our users to import from Active Directory again. I've had it working and importing fine, but now when I do a scan for the OUs to import from I only get the users OU (even after clicking on fetch OUs again). It has previously worked ok. I don't know if changing to a 2008r2 functional level for the domain (so only 2008r2 DCs) is causing an issue. I have tried running select * from adorganizationalunits; from a query and it lists all of the OUs including a new OU that
Email HTML
Hi, A great feature would be the email format sent by ServiceDesk in HTML format. The attached file seems to be "not so cool" as the Application interface, and will be more easy to read the requests by users. Kind regards Fernando
iphone app
New iphone App for Service desk doesnt has Domain selection. How can loggin with AD authentication+
Editing Request to Change Site Sends Another Email to Group
Our current set up is thus. SD@xxx.com = Mailbox name Alias of IT = it@xxx.com Business Rule = If IT then place in Group IT Alias of Maintenance - VT@xxx.com Business Rule = If VT then place in Group VT All requesters have their site configured yet when an email comes in it's site is set to blank. So when we modify the request to show which site they are in upon closing SDP sends another email saying new request. We have two sites (three including one set up for
Replies Creating a New Request Since Upgrade 8016
As above, this has happened before but I cannot find the original thread on how it was resolved. I think we had to run something on the DB. To clarify When we (it@xxx.com reply to a job our address is CC'd as per usual but it now creates a job when we reply. We have not changed any of the notification rules. Thank You D
Error Code 523 - Invalid License File on clean new install
I'm lost with something and need advice. I took my VM server that I had the 8.1 beta on it, uninstalled, cleaned things up a bit and then went out to Manageengine.com and downloaded a clean new copy of 8.0 Service Pack 8017. I run through my typical install granting admin rights and all the normal stuff and when you get to the end the server won't start. So I check the database...no problems there. So i go back and try run.bat and get hammered with Invalid License File: Error Code 523 Please Contact
Tasks and Requests
I was wondering if there is any plans or current ways to have tasks and requests show up in the same area? We have some incident templates that have work flows which assign tasks to different people. But our technicians are finding it very cumbersome to have to monitor there assignments in two places. Can we please have a place or change it so both requests and tasks show up in the same area?
Distributed Asset Scan
Distributed Asset Scan As a guide I do not succeed because the instructions from the ServiceDesk Plus Server AssetExplorer The work flow: 1. Export workstations information (zip file format) from the remote server AssetExplorer. 2. Import the generated information into the central ServiceDesk Plus server. Please help explain this Thang.
Authentication keys are not being saved to the technician.
To use the REST API calls SDP requires you to generate an authentication key for the technician. At this point I would have expected that any administrator would be able to do this, but NO you have to use the built-in administrator account. Why??? However once logged in as the local administrator, generating the authentication key is not a problem, saving the generated key is a different matter! The change appears to be saved but if you return to the technician there is no key.
Windows 7
In domain scan or scan now i have to disable windows firewall on windows 7 machines to have this work. Is there any settings i can change so i don't have disable the win 7 firewall as i don't need to do this on XP machines
Personal template
A lot of our technicians asks for 2 kinds of templates : personal templates and global templates, otherwise the sd+ admin receives a lot of requests for "personalised" templates what results in a very long list. Best regards, Mark Flothmann
Asset Scan Problem
Dear Sir, These days when ever I tried to scan an asset which name is 2265 that has assigned to specified user A, the system automatically rename this asset name to for example 2265_old which assgined to user A and rename another asset name (f.g 1014- which has been assigned to user B), to 2265. I mean this matter happens for about two or three months and I have never faced to such a this problem before. so please help me !! Thank you in advance, Best Regards
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