Email not being sent from support desk when using remote control
Hi, i've set-up an account on the zoho website for remote assist and have entered these details into the helpdesk but when i click on remote control when on an asset it gets as far as coming up to confirm whether i want to send an email to the email address of the user associated to that asset it comes up that it has been sent but nothing is ever received by the user, just wondering if anyone else has run into this problem and how i go about resolving it. Best Regards, Aaron
Request Closing
In rules of closing of the request the field "Expert" is marked, but requests are closed even if they aren't assigned. Why it happens? SDP 8.0.13
Inventory module
Dear: At my company we are updating all computers. On a computer that has Windows XP, we have to clean and install Windows 7 The Inventory Module keeps coming to me the previous name of the computer had Windows XP. Currently, the computer has Windows Seven. As I can clear my inventory?
Query to view the templates in ServiceDesk based on Service Category
Query: select rtl.templatename'Template based on Service Category', sdef.name from requesttemplate_list rtl left join servicedefinition sdef on rtl.parent_service=sdef.serviceid where rtl.is_catalog_template=1 order by 2 Result: Prem Maheswaran SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
Report: percentage of requests resolved in 1,2,3,4 5 days
Hi Hope somone with some SQL know how can help. I would like to run run a report on the percentage of requests resolved in 1,2,3,4, 5 days or OTHER? We are running MSSQL. Tim
2. Is it important to configure SSL Certificate to use POPS/IMAPS for fetching mails?
referring to : http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html (Point 2) Need to add some modification for Linux Environment Server: 1. Download the file from the link given below and extract it to the Service Desk Plus Home directory. http://bonitas.zohocorp.com/servicedesk/11Mar2010/certgeneration.zip 2. extract certgenaration file into SDP home directory (:: /opt/ManageEngine/ServiceDesk) 3. edit file gencert.bat (vi gencert.bat) jre injava -cp lib/cert.jar InstallCert
Customize Purchase Order Printed forms..........
I have recently upgraded to the latest 8.0 ServiceDesk version and I noticed the look of the Purchase Orders when printed appear different. Is there a way to customize the format of the reports so only certain info is viewable or better still, is there a way of customizing the report templates so I could potentially make certain reports appear as I wish. Thanks for the help..........
Problem with tasks
There is a problem... In the request there is a task list which are sorted according to process of passage of the request by experts. Dependences are put down - following task depends on performance of the previous. On idea the task can't be closed it is not closed yet previous, but upon this rule doesn't work! What not and where to correct? And the second question. How to make so that tasks which are assigned to one group of experts couldn't to close other groups of experts?
sql server 2008 mirroring failover help?
Does servicedesk plus work with sql server mirroring failover? I cannot get it to work when testing. The second sql server database cannot be seen, despite using microsoft suggested failover entry in the jdbc url connection string. version servicedesk plus 8.0.0. Can anyone help please?
Remote control icon next to asset drop down when creating a ticket
When creating a ticket and entering the requester's name, the asset drop down gets populated with the requester's assets. We frequently use the remote control module to control their computers. But we have to first enter all the ticket information in first, then save it, then click the remote control icon. A lot of times we want to see the requester's screen first before we enter the "description" for the ticket. I would like to see the remote control icon appear once we select the workstation asset
View resolution when "View Requests by Requester" from ticket
When viewing a ticket, I can view the requester's previous tickets by going to Actions > View Requests by Requester." This is nice and all, but it doesn't show the resolution for the ticket. Is there a way to view the resolution on this screen? Thanks!
Problem With Kaspersky
Hello to everyone!! i have this kind of trouble and i need your help!!! well, i have problems when i do the scan for inventory (asset) in computers domain. Some computers are ok but others i need to turn off kaspersky. What port do i have to open in firewall for kaspersky dont block the scan? thanks in advanced
Some machines being renamed to its IP address after a scan
We have several machines whose workstation name is being renamed to its IP address after a scan. If I click on the asset and click Scan Now, it will get renamed back to it's computer name. Is this a bug?
how can i restore or recover old version like 8000 if the last version is 8013 in servicedesk
Good afternoon, somebody knows if there is a way to recover an old backup ( Version 8.0.00 ) if the last version is in ( 8013). I attached the print screen where show the error message where indicate: "Backup build number not compatible with existing build" . I will apreciate all your information if someone knows if there is a way to recover this information. best regards jguevara@ghella.com
Option to email notify a GROUP on the addition of a new NOTE
In addition to "Email Technician" option, add an "Email Group" checkbox that can be selected when adding a note. If a request is assigned to a group but has not been picked up by a technician, an individual from a different group might have some updates they need to advise to the ENTIRE group. A note from the Helpdesk might be, "User called in wanting this request escalated". If there was a "Email Group" option, then the members of that group would receive it and know one of them needs to go "pick"
Support for iPad
I like using ServiceDesk Plus on my iPad however it pops up with an error that Mozilla 3.1 is not supported whenever I try to reply to a ticket. It would be great if support for iPad's Safari browser was included. The iPad, iPhone is a great tool and this compatiblity would allow for use of SeriveDesk anywhere I am and to get work done on my iPad. If this is already there then why wouldn't it be working when I try to reply to a ticket on my iPad? Thanks.
Domain and login problem
I upgraded to build 8015 a week ago and after that there has been problem login in. We have three domains connection to SD plus. I have attached a picture. The first part (from the top) show start mode, nothing entered. No domains in the list. In the second part I have entered my username and password, it's a local account and but I cannot select that. The same with third part, I try to login as administrator. The last part I erase all boxes and now I can se my domain. But it lock likes SD plus
User Survey - More Information Please
I think it would be good to allow more information in the email sent out when requesting a requestor completes a survey. Especially with key requestors, they may have a number of calls at any one time. Being able to choose to put in the name of the technician, call ID, call subject, etc, into the email template would help in this case. The current situation, where a requestor's survey responses are allocated against the technician that resolved the problem that generated the survey request, can
Automatic Approvals
I am using a demo of the SDP, and I would like to know if there is any form of Automatic Approvals? For Example: I have a user that requests to have Visio 2010 installed onto their computer. Because it is an additional cost for that software, I need to have her Manager's Approval. I would like to be able to set up a CATEGORY called Software, and Sub Category called Software Install/Request. When the user selects these categories, I would like to know if it is possible to AUTOMATICALLY
Change Approval Based on Configuration Item
Hello, would like to see approvals for changes that are determined depending on the configuration item(s) related to the change request. We have multiple approval groups for each individual configuration item, and we have 7000+ configuration items.
Problem before change domain controller
Sorry, bad Write-English, but good Read. Input: 1) AD enviroment (AD authorization, no SSO) 2) Change hostname DC and forest/domain level Windows 2003 Native (hosts x86) -> Windows 2008 R2 (hosts x64). 3) Before point 2 in SD+ (v7.6) not working domain authorization. 4) I have tried to solve the problem as in the FAQ - reset local admin account & change hostname DC, but AD-authorize local authentication is disabled. 5) I try edit database (MS SQL 2005) for change hostname DC - ок, but in SD+ appeared
Category Permissions
I was wondering is there any way permissions can be set on request and solution categories, if not could this be a future feature? We want to be able to move old requests(eg. from last year) to a separate category and do not want requesters to be able to see them. We also have a technician in a different department that uses service desk who needs to enter their own solutions and view, edit, etc, but we do not want them to see our solutions as their maybe information we do not want them to see.
Custom Fields
I think SDP needs some more Customesfields for templates. 1. Checkboxes / Radiobuttons So Requestes can check someoptions and with businessrules the correct group get the requests. 2. Cascading Textboxes Like the cathegory/subcathegory/element field , there should be a possibility to create such cascades in the templates, it would make things much easier.
Remote control addon for Firefox 6 seems corrupt
I'm using Firefox 6 on Windows 7 x86 SP1. I'm trying to connect to a workstation using remote control. When I'm prompted to install the addon, Firefox prompts me and says the addon is corrupt. Is the addon not supported in Firefox 6 yet? Thanks!
Current state of Opmanager and ServiceDesk+ coexistence
Hello, I'm looking to get the final word on running both on the same server. If it is supported and an implementation guide if there is one for that config. We currently run both as VMs but would like to consolidate them into one if possible.
HTTPS logon page
How can ServiceDesk Plus be setup to use an HTTPS logon page, and have a certificate associated with this page?
Reply's to a Request
Hi, When replying to a request using service desk the original email isn't included. When you choose to forward a request it includes the message. Is it possible to turn on including the original message in reply's ? I cant see an option for this anywhere, Thanks Matt
Drop down menu issue
After upgrading SD+ to the latest build (from 8012 to 8015), the New Request and Service Catalog drop down menus do not work correctly. See the attached image.
Service Desk Plus Configuring Mail Server Settings
We have just purchased Service Desk, we would like to configure emails sent to helpdesk to be automatically transfred to an incident/problem... does it support Microsoft Exchange Server... ie when setting up configuring mail server settings? it appears that it has only two options pop and imap. Any ideas please?
Inactive Sub categories are showing
I have inactive sub categories that are showing for selection when a user is entering a new request. How do I stop this or delete the inactive categories? Thanks Chuck
Asset Report with Cost
Using SQL and ManageEngine version 8.0 build 8015, I was hoping to generate an asset report that would include the following: Department User Asset Description Asset Cost Serial Number Purchase Date Resource Tag Please let me know if you can help. Thank you.
Printers marker life count report
Dear Support Team, We have SDP 8.0.0 Build 8013 with MSSQL. To the IT internal control, we need create a report with Marker Life Count of all printers in the network (total pages count). Add Resource Name, Product Name, Printer Serial Number and State. Scans the network works perfectly, the page counter of the printers was found successfully. Thanking you in anticipation. Daniel Fabro.
Custom all the change stage names
Hello, Is there a way of changing the change stage names Requested, Completed and Rejected? I don't find them in the ApplicationResources file (i18n) and if i change them directly in the database, the change forms doesn't appear (shows a blank page). If nowaday is imposible, will it be possible when the future change workflow is released? Thanks & Regards
SDP - A user with full access to Assets can't add a new product - the link to add new product is hidden.
Hi, We hired a new guy who will manage our company's assets. We have created a technician group Asset Administrator and assigned full asset permissions to that technician. We have discovered, that going to Quick Actions - Asset brings the screen where a new asset can be added? but the Add New link near a Product Name field is not shown. We tried this both on IE and FF - no luck. The link is there only for SDAdmin group, but we don't want to provide the new tech with full access to everything. Could
Asset Scanning linux SSH
I tried scan for many times and with different assets with Linux , but the error message occurs ": Connection to RPC server in the workstation failed."
Purchasing Module in SDP: Do you use it?
I'm curious how many of you actually use the Purchasing Module in SDP. When it comes to helpdesk tickets I'm comfortable with making SDP work. But purchasing...is something new for me. To make it even worse my management team is like SDP has a Purchasing module, let's use it! Our billing team is still keeping track of purchases with an Excel spreadsheet, let's move them over and start tracking purchases in SDP. Well...on one hand this is great for me as it means job security. On the other hand...I
Allow techicians to create resolution templates?
Is there a role we can create that will allow them to maintain the resolution templates without giving them access to everything in the configuration wizard area? Thanks.
Problem assigning a task to a specific group
Hi team, We are having issues assigning specific tasks to a specific group created or added to a request. It only shows the group the requester belongs to. The screenshot is below. We tried creating or customizing a task template specifically created for a given task to that's already pre-assigned to a group but when we chose the template from the drop down, the group that was pre-assigned dissappears. Is there any workaround on this? Regards,. Noah
Drop down sort option
Is there a way SDP can sort by ASC the "Groups" in a dropdown? I appears, its sorted by created time. Thanks in advance.
8016 Hotfix Released !!
Dear Users, Hotfix over 8000 is released. Please refer to the announcement link for more details of the changes in this hotfix. https://forums.manageengine.com/topic/8016-hotfix-released Regards, Srikrishnan ServiceDesk Plus.
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