New Incident - Button Missing
Recently updated to the latest build 8013.... and along the top of the ServiceDesk Manager their is a a button called QUICK ACTIONS There use to be another button next to it which we could select a new incident prefilled (from our Incident Template) but I cant find this button or option Any assistance would be greatly appreciated Thanks Jason
Creating a request in SD+ (Professional) using the email command
Running SD+ (Professional) version 8.0.0 - Select Mail Server Settings/Email Command tab Enable E-Mail Command E-mail Subject contains @SDP@ Command Delimiter @@ Email Subject: SDP Test Contents: @@OPERATION=AddRequest@@ @@CATEGORY=Notebook@@ @@GROUP=Staff@@ This created a request in the Service Desk but did not populate the fields I'd specified in the email - it just used the email contents & put them into the description field of the request.
Hi Configuration Issues
Hi am not getting any domain name in the drop downs - while configuring the service desk
Asset Count - licence count
When an asset status is set as "Disposed", does it still count as an asset for licence purposes ? If not is deleting the asset the only way to reduce the asset count ? Thank you Ian
Asset Scanning
Hi, Can we check from SDP what subnets are being scanned during the asset scanning ? Thanks, Jon
database
whenever i am entering any data in the database i am not getting it in the manage engine console..is there any solution...
Business rules isn't applied
I have created a business rule to place ticket opened by mail from specific e-mail (this is configured as one of our technician e-mail) to be placed in specific group. it doesn't work. although it worked just fine if the e-mail address configured in the sender (in the business rule) is corresponding to a requester.
Furture Release Change WorkFlow Update
Can we get an update on the Change Workflow addition to the Service Desk? It was supposed to be months ago and the roadmap just says Future Release
ManageEngine ServiceDesk Plus Title change
Hi All; I ManageEngine Service Desk Plus user. When we open a Web browser program with the Service Desk in the title "ManageEngine Service Desk Plus writes. Are you an opportunity to change? How do I change if any. I appreciate if you could help.
Add a note and Show this notes to Requester breaches response SLA
Hi Have an issue where we add notes and show notes to Requester also, but it still breaches the response SLA, is there a way to remedy this? This would not be deemed a response to the request. Regards MW
Does an api or web service call exist to generate reports?
from a review of the forum, it would seem that the api is for creating tickets only, rather than reporting (ie getting information out of the tool), but this answer was dated jan 2010 with an indication this capability was being considered. is there now an api/ws for generating reports or a query service to return datasets from the db? /kdl
ICMP Pings hitting firewall every 3 seconds
We have an issue where our firewalls are picking up ICMP pings every 3 seconds being sent from the SD+ Server and we are unable to locate exactly where these are being sent from. We currently only have SD+ enterprise edition installed on the server. Our applications support team have confirmed that no other service is running on that server. Product: SD+ Enterprise Build Number: 8011 We have disabled scheduled asset scans What we need to know is · What service's within SD+ send
Default E-mail Notification
Dear Team SD+ We want to reset our notification e-mail to default. Where we can find those default e-mail notification (reply, forward, etc.)? Regards, Eko
Graphical representation of Servicedesk implementation
Hi there folks, Does anyone have an existing graphical representation of their ServicedeskPlus configuration they'd be prepared to 'lend' me? Rather than start from scratch with my not-so-great skills I though I'd ask if anyone cleverer than me has done this already? I could then tweak to our own proposed config? Any assistance you could offer would be much appreciated and save me much time (and pain!). Thanks in advance! Angela
Attach notification request(s) to individual incident form
Hi, Can you please advise if it is possible to attach notification requests to individual incident forms as opposed to globally? We have a number of different forms that use the global responses, but it is necessary for us to be able to apply some different response(s) to just one or two of the incident forms. Thanks in advance for any response.
Query Report Error - LONGTODATE
Hello, I get an error when running the following query: select SUBSTRING(LONGTODATE(WorkOrder.COMPLETEDTIME), 1, 7) as YearMonth, ROUND((((WorkOrder.COMPLETEDTIME-WorkOrder.CREATEDTIME)/1000)/3600)/24) as DaysToClose from WorkOrderStates, WorkOrder, SubCategoryDefinition where WorkOrder.WORKORDERID = WorkOrderStates.WORKORDERID and CategoryDefinition.CATEGORYNAME='Quality' and WorkOrderStates.CATEGORYID=CategoryDefinition.CATEGORYID Group by YearMonth The error message is this: java.sql.SQLException:
error
C:\>SDP-HOME/bin>run.bat 'SDP-HOME' is not recognized as an internal or external command, operable program or batch file.
Invalid address
Invalid address Check that the address is spelled correctly, or try searching for the site. http://localhost:8080/
not starting
my manage engine web client is not starting after the installation....please guide me
Sending email to alias/assigning to group is not working
I have one ServiceDesk system that two separate areas need to use. I have the mail email address for ServiceDesk (HELPDESK@Company.com). I have followed all the steps to create an alias (PHONESUPPORT@Company.com), assign it to a group (Phone Techs), and create a business rule to route anything sent to that address to this group. No matter what I try, I cannot get it to work. If I send it to the primary address, it works fine, but I cannot get ServiceDesk to use that business rule. We are on
Local Privilege Escalation Issue
I'm curious if Manage Engine has plans to fix a vulnerability that has now been published..... "The ManageEngine Applications Manager is a web-based availability and performance monitoring application. ManageEngine is exposed to a local privilege escalation issue. Specifically, the application fails to sanitize data supplied to the "module" parameter of the "BackupSchedule.do" script. ManageEngine ServiceDesk Plus 8 is vulnerable; other versions may also be affected." Ref: http://www.securityfocus.com/bid/48882/references
Automatically define Critical Level of Request depending upon the Requester Job Title
We have pre-defined criteria regarding the critical level of any request that would be logged for assets. The definition of the Critical level depends upon the Job Title of the Requester with whom the asset is attached and is used by him. Requests logged for assets attached to users with Job Title above a particular level in the Organisation would always have Critical Level I, whereas Requests logged for assets attached to Requesters below that level would always have Critical Level II. If an asset
SDP Query
SELECT wo.WORKORDERID "Request ID",icd.NAME "Item", dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00') "Created Time" ,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.DUEBYTIME/1000),'1970-01-01 00:00:00') "DueBy Time", datediff(d,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.DUEBYTIME/1000),'1970-01-01 00:00:00'),GETDATE())"Aging(Days)", ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status" FROM WorkOrder wo LEFT JOIN SiteDefinition siteDef
Provide option to be more secure
Have tasks only viewable by groups or by technician. Currently all groups can see tasks and close them even if not assigned to them. Have Roles associated to Groups. This would allow for technician to be part of different groups with specific roles for each group. This would allow for more secure requests transfer between technicians in different groups.
Domain Name Change - How to Prepare
We are currently in the process of building a new DC (domain controller). Whereas the old domain name was aapg.org, the new domain will be corp.aapg.org. When the new domain goes live, we will need to run around basically re-joining all the computers and servers, updating all their shortcuts and pointers (because IP addresses will be changing too), etc, etc.. Basically it's a new network, with all the same stuff juggled around into a more organized fashion. Here are my concerns with regard to
Not able to search by IP address any longer
Hello, We have just upgraded to Version: 6.0.0 Build Number : 6003 and it seems that we no longer have the ability to search by IP address when searching Workstations. When we scan our machines this information is entered in automatically and we need to be able to search for the workstation using this field. Right now it returns no results. Anyone else having this issue? Thanks Dave
Searching using IP address
Is there a way to set the system so that you can search for an asset by IP address, be default, from the Assets tab? We are using ServiceDesk Plus 8.0.0 Build 8011 and nothing is returned when an IP address is entered unless the users selects "Workstation" from the drop down list. It'd be nice if the system searched across all assets, by default to save having to work out how the particular asset had been categorised.
creating Requesters
Is there a way for users to create requester accounts with out the admin setting them all up? We have a lot of different requesters from different areas so AD import wont work. When someone sends in a e-mail request can it create a user account?
Out of Operational Hours breach response SLA
Hi Any job that is submitted to our helpdesk out of office hours is breaching first response SLA. Operational hours do not include the weekend, but if a user submits an email on Saturday, 2 hour response is breached. We are on 8.0.0 Build 8013 Regards MW
techncian scheduler
when techncian is set to leave due to any reason. what is the action if someone assign to him ticket. shouldn't it be better if his name is removed the list (available technician)
Software Reports - Purchased vs Installed software
Hi There, I need the ability to report on the Microsoft Office software we have installed on all PC's. I need this filtered and displayed by Region and Site, so I can see which Region and corresponding site are using our licences and where any freefall we have may lay. Can someone provide the SQL for this? Many Thanks, Allan
Tickets created and closed timeline report
Hello, I have a problem with a report that management has asked for. They want to see week by week, the number of tickets opened, and the number of tickets closed, in a line chart format. I created the line chart report, but the numbers are inaccurate. Here is the issue that I need help with... For quite a few of our tickets, they are opened and closed on the same day. When I group by request status, ServiceDesk just goes through the current status of the records and reports those counts. This
Report with task
HELP : I want a report with task associated with requests...
Return to fresh install state
Hi, I tested Help Desk product and i would test it again from a fresh install state. Can I do it? Can I return to initial DB state? Thanks, Stefano
Security
Add the ability to add roles to specific groups. This would allow a Technician to be part of different Groups with each having different roles in those groups. Add the same role permissions for request to tasks. This will allow only Technicians in the group to see the Tasks and not other groups. Currently any technician can modify or close a task even if it not assigned to them.
Reporting - time elapsed excluding business hours
It would be helpful if SD could surface a function to calculate a time difference that included only business hours elapsed, or provided the following canned reports: Elapsed time without response (status filtered to exclude 'closed' tickets) Average Response Time (where time is only operational hours) We have made both of these reports fairly quickly, but the time_diff is a simple respondeddate - createddate function and does not speak to true business hours response times. Further: basic canned
ServiceDesk Plus Asset Agent not initializing
Hi. I am seeing a problem with the asset explorer agent on windows 2003 standard edition, domain controller. I am using servicedesk version 8.0.0 Build 8011. I receive the error below: "The application failed to initialize properly (0xc0150002). Click on OK to terminate the application." aeagent.exe Please will you assist? Thanks Regards, Morris
Add worklog to a task
Curretly a task might be linked to a request/ticket. At that request/ticket there is the possibility for adding a worklog. But i would like to add a worklog to a task. It would make more sence that i add my worklog to the task at hand. Sure it can be shown at the request-page aswell as a summary of worklogs. Also a task is not always linked to a request, it can be an independant task. Yes you can fill in the start and end time. But what if i work multiple times at this task? The data would be incorrect.
To allow only requester to close the ticket
Hi Support, Can we create a rule in SDP to allow only requesters to close their own request. or is there any way I can impleament this. Regards Kanten
Log to see who reads a document?
Hi, I was wondering..... Is it possible to have a part of the program do this? When we get a new starter it gets logged on the system and then a workflow happens. HR log user on system PR get an email and PR then take their photo and mark it as done IT then create new users card and mark it as done The system automatically creates the user in AD The new user starts and gets sent an email saying that they have to read the attached documents and say that they have read them HR now get an email
Next Page