Task Enhancements
Ability to close tasks with a button from the tasks list of the request, rather than editing and dropdown (if we have task closure set up as a requisite of request closure, then this can mean going in and out of multiple tasks , closing them all) Ability to create business rules bases on closing jobs . This could be used in the above instance to auto-close tasks when a job is closed .. Tasks belonging to closed requests should be closed too .. if you do not enable the task/request close rule ,
Change purchase order flow
Hi, Here in Mexico in almost all situations we need to make the payment before we receive the item and then the invoice, so I need to change the flow order (the one we see in the picture) because the payment rigth now is at the final process before close the purchase order, but we need that process to get in the middle between ordered and received then invoice received then purchase closed, is there a form to do this? Regards.
Cancel creating workorder by e-mail
Hello all! I want to know, if is possible stop the service that creating the request by e-mail. Tks...
Super techician
Hi all, I'm starting to configure our SDP and I was wondering if only one technician could see all the requests of all the other technicians . For information, we have no site configured. jeff SDP 8 build 8012.
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
unable to restore database
Getting error: Please wait ! Restoring in Progress................... Error Tables : SoftwareManufacturer 0-----------------------50------------------------100(%) =======================================QUERY = INSERT INTO SoftwareManufacturer (SWMANUFACTURERID,NAME,CREATEDBY,SUPPORTDEFLICENSETYPES,DESCRIPTION) VALUES(4203 , N'Boson Software, LLC', NULL, 1, N''); java.sql.BatchUpdateException: null, message from server: "Duplicate entry 'Das sault Syst├иmes SolidWorks Corp.' for key 2" at
ServiceDesk Time
Hello, Our ServiceDesk time is an hour behind the server time. We are in New Zealand. ServiceDesk version = Your Version : 8.0.0 Build 8008 Can you point me in the right direction to fix this ? Thankyou....
Send fail when requester is External
Hi, I am having a problem when sending replies from within a ticket to external people. It is not giving us any error messages or fail to send notifications. We are using Version 8 version 8016, Windows 2003 and MSSQL. Is anyone else seeing this problem?? Cheers Lee
Service Catalog doubts
Hi, - Why the number field doesn't allow us to include decimals like adding IP address. - Under Add Resource we don't have the facility to add date and Radio buttons. What is the use of providing Yes/No drop down, next to it i have the option to add drop down so i can add it from there itself. I should have the option to radio buttons according to my requirements. - I want to Declaration Notes or Disclaimers. Where can i add Declaration Notes, i can add only limited characters in the text box field.
Need help with a Query.
Would someone be kind enough to help me with a query to give a report of percentages of violated SLA's vs met SLA's. I need it grouped by technician and by group please. We are running MySQL still.
Run a report and allow a user to see it.
Users have the tabs Home, Service Catalog, Results, Solutions, My Details. I as a technician I have many more tabs, one of which is Reports. When a (any) customer needs a report run he can not execute it. I would like to write a custom report that anyone can run when they need it. A scheduled report sent to a specific person or group on a schedule will not fit the bill. One day Joe may run it, the next Susan, etc. Can I create a service in Service Catalog or Results that would allow then to run it
Component inventory
If in december the Mouse has been assigned to User1 & in feb it assigned to User2 Can i get the report where this mouse is attached at current time & No. of users used it???
Survey Reports - Multiple "Ratings" for single Incident
Hello, We are currently experiencing multiple "Ratings" for single request incidents (when producing Survey Reports) and therefore we produce incorrect reporting results. Is this a known issue or am I just creating a custom report incorrectly? Here is the QUERY. Thanks for your assistance. ============================================================== SELECT sadt.ANSVALUES "Rating",spre.CREATEDTIME "Survey Created Time",sadt.ANSVALUES "Rating",wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",aau.FIRST_NAME
Help for query report in Servicedesk Plus 8.0
Hi, I need to be able to draw a report showing all installed software titles in PC's sorted by WorkstationID - as well as info on "last logged user". Format like this: Workstation ID - Software titles - Last logged user. How would this query be, when using mysql? /Erling
Request Problem
Hello all Im facing problem with the Manageengine the sent e-mail not displays in the request page , whereas it's received by e-mails. Can any one help me with this issue. Is there any issue related with e-mails size ( I mean total size of all received e-mail).
SDP Upgrading: Database impact from upgrading 7608 to 8016
Hi, I would like to know about the database will get an impact from upgrading SDP version or not? because customer has directly connect to the database to generate the report and they need to know this topic before make a decision to upgrading. Best regards, Songtham
Removed active directory authentication
Good Morning, I just removed the active directory authentication and am not able to login anymore as my user was directly imported from AD. Can you tell me how to re-enable it ? Regards.
Can reply emails be automatically associated with a request?
We often us the Reply to the Requester function to send an email to a requester. The From field in the mail is set to "no-reply@mydomain.com". Is it possible to configure ServiceDesk Plus such that when a requester replies to the email that the email is associated with the request?
Fetched e-mail mising attachements / body
When ServiceDesk Plus is fetching (via IMAP) voicemails from our phone system (*.wav in an e-mail) or external e-mails it drops the attachement or body. This has occurred since we upgraded our mail server to Exchange 2010 SP1 We have recently upgraded from 7605 to 8010 as recommended however the problem still persists. Please advise.
Unable to Install Trial
I wanted to trial the new version of manageengine but sadly the installation is not going well for me I've installed the application clicked on open web client but nothing happens I'm trying to use the mssql option. I've noticed after installation nothing is even added to the allocated database (no tables , views etc)
Receive a request via email into Service Desk Plus
Is it possible to set up Service Desk Plus to receive a request from an emailed form? Here is the criteria that we would like to meet. 1. When the Service Desk Application receives this email, a ticket will automatically be created/saved. a. Name = User who is requesting access b. Category = Portal/SharePoint c. Priority = High d. Sub Category = Permission/Access e. Subject = HickoryTech Portal Access Request Description = body of email current HickoryTech Portal
How to connect
I installed Service Desk Plus on a "server". How do I access it on other machines for different technicians? Is there a client software I am missing or do I access through a web browser? Thanks! Greg
Developer Edition of SDP
Hello SDP Support, it would be great if there would be any kind of developer edition, I like your product but it is not customizeable enough to buy the Enterprise edition. Especialy the notification rules should be totaly customizeable, for example that you can choose yourself which persons geht which email on customized events, this way most other help desks have a much better notification system. With a developer edition it would be much easier for companies to fullfill their requests on the helpdesk.
Found 2 Bugs in the business rules
Hello SDP Support, found 2 Bugs in the business rules. 1. When you set the resolution field as mandatory for closure of a request, you can setup a business rule, that the status changed to closed and the request is closed without a resolution. 2. When you have a business rule that uses the priority or any other drop down menu item as criteria and you have a custom content with german signs like ä ö ü or -> and so on, the rule doesn't work. Using build 8016 kind regards Thomas
Pathetic Tool I have ever worked upon - Adventnet manage engine
Worst tool I have ever worked upon in my life.... Not at all able to compete the standards for BMC remedy or IBM Tivoli... We are using this tool at First Gulf Bank, the tool goes down every 15-20 mins and then the tool admin has to restart the services. I have been associated with first gulf bank for last 6 months and never had a good day with the tool.
Software Licensing - Volume Licenses
I'm experiencing the same issue as listed with this forum article: http://forums.manageengine.com/#topic/49000002674225 I would like to know if this will be fixed or if I need to add a volume license with number of licenses (1) and add the number of allowed installs?
Cannot approve solutions as Administrator
I am the main Administrator for the Service Desk and I will be inputting about 95% of the tickets. I have two other technicians, however their roles are extremely limited unless I am on vacation, sick, etc. So my problem comes down to as I cannot approve my own solutions. I see right now that in order to have a solution approved that I inputted into the system, another technician would have to approve. Seeing as the other technicians will not have much use with the Service Desk, I don't want
Service Catalog
I have created a Service Category and some services to that Service Category but it is not showing up to users. Am I missing something?
Roaming Ticker Feature
One of the following two options would be an excellent addition to a ServiceDesk Plus service pack. Option #1 : We can have the Ticker feature in the web browser client itself. The ticker will be enabled when you log into the ServiceDesk Plus client. Ticker can notify the technician whenever a ticket is assigned,created or SLA is going to be violated. Option #2 : Ticker to run in the desktop and this can be enabled when you log into the system. Ticker can be enabled and disabled if required. This
MC Issues
Hi, i am having an issue with the mobile client which i cannot work out. when connecting through the /mc on the desktop, i can log in fine, username, password entered, domain selected, and is AD auth ticked, gets me in perfectly. If i connect to the mobile client through a device on the same network, no combination will let me in, just gives me the 'Username or Password is incorrect'. To get to the mobile client on the iPhone i also need to use the servers IP address rather than the published name.
Prevent asset scanning on "in store" devices
We schedule weekly domain scans of all of our Windows workstations. We're finding that it's trying to scan all of our workstations that are "in store." Is this supposed to happen? We were under the impression that "in store" meant the workstations are in storage and are not turned on or assigned to a user. Thanks!
Customise Purchase Authorisation template
Hi there, I can't find any way to customise the Purchase Approval notification template, example of existing template below: From: Service Desk [mailto:servicedesk@adstream.com] Sent: Wednesday, September 28, 2011 12:33 PM To: Subject: Submitting PO # IT11182 for approval Click the below link to approve this PO : http://servicedesk.adstream.com:8080/POApproval?dId=pvOJUh1EqzgEkRtL0pX15k5mspTbvwKD9EFbxbvGpdJ3pyV86wdlxENOgZpp1oZh&app=-17_-39_-116_109_8_37_-27_-9 -- I'd like to be able to customise
New to SDP Requirement to import part of Active Directory
Background. I am local support to arround 120 staff and the PC's Servers printers laptops ect that they need to do there day to day job is specialised so we have local support arangements ( me and my team ). We are implementing Service desk to combine our IT inventory and start call logging so we can monitor our performace and that of our support suppliers. Now we get to the BUT, we are part of an AD with arround 8000 users and assocatied bits and bobs So my question is is there a way that
Little customization
If I want to edit some of the pages, like hiding buttons, where could I find the location of these jsp pages?
HTTP Status 500 - Error
This error occur frequently when i do the following task:1) Close the task by technician 2) when i approval the request by approval link. Kindly suggets me the resolution thanks Regards MAJ HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Mail sending failed. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
If I have to close a ticket can be reopened
If I have to close a ticket can be reopened
Problem in send mail
when I try to send an email back to the user fails. I found this in the log record. com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[42]|: Exception while trying to send notification for Request ID : 6|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1134) at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:635)
External Emails
Is there a way to turn off sending e-mails to external addresses? We use ServiceDesk for our internal users but occasionally some external customers also email to the e-mail group that ServiceDesk generates requests from and we don't want the e-mail notifications going out to our external customers especially ones who use another ticketing system as you can imagine the loops that occur. D
Service Desk Port
How can I change the listening port for the service desk. thanks.
Is there a way to send email notices in plain text?
Many years ago this was the default, now they are sent as HTML but some of our messages go to cell phones that can't translate and i'd rather have plain text. Is there somewhere we can change this ?
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