Missing data from the closed requests reports
Kindly why can't find the data of the additional fields for the accounts and sub accounts when generating report for closed requests. Thanks
Viewing License Key on Workstation Software Screen
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). I added a new license and license key under Software Licenses and Allocated that license to the computer it belongs to. When I look the Software Details page under the workstation and look in the list for that piece of software, it shows that the software is managed but the license key does not show. I can manually add that key by clicking the Edit button next to the software
Show the column for the phone number on the requests tape preview.
How to show the column for the phone number and mobile number on preview tape for the requests
Adding additional AD fields to incident templates
Hi all, First of all apologies if this has been discussed before. I have looked and searched the forum and also Google but cannot seem to find what I am looking for (which is strange as I thought it would have been a more common question). We are configuring our Service Desk Plus environment as we want at the minute and I am currently building our Incident Templates. My question is: Is there a way to pull through additional AD values? Within the requester's details section we have the user's name,
Business Rule Actions "Set Request Mode as"
I would like to request the following action be included as a choice when creating a business rule: "Set Mode as" We have automatically generated emails that come in through a web form and it would be nice to change the request mode from Email to Web Form. Thank You. Nick
Scheduled request
Hi support team I created some scheduled requests: - 03 daily request at 8:00am - 02 weekly request at every Monday but at the start of day, only one daily request was created and at 8:00am every Monday, only one weekly request is created. I have to run all daily requests and other weekly request manually. Requests have same configuration so I don't know why
Monitoring VMware ESX
Hello everyone, I'm currently trying to set up monitoring for VMware ESX. I have asked for a service account and have been asked in return a couple of questions. 1) Do I need access to vCenter or to the hosts? 2) What access level does this account need? Thank you kindly. Rob
Email after logging a ticket
Hi there I noticed that if I log a ticket myself in the SDP MSP website, an email gets sent to every member in my team except for myself. Any reason why I am excluded from this? I need to also get that email. If my colleagues log a ticket, I do get an email informing me of the new ticket, just not the ones I create myself.
Constant Windows Security Propmts - SSO enabled and working
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Report to be shared with only 2 team members
Dears.. Could someone help me in finding out an option where in I can share 2 technicians report in our team with one particular technician from reports tab. Your quick response would be appreciated.
OpManager Activation
Dear team , we purchased the license for opmanager essential version , with plug- in for netflow , Ncm , ipam , etc . my configuration was initially designed for enterprise . when I opmanager central and probe on the same server . I saw that you can not register the license by consolle of " probe " but only the " central " . if I register the license in the central console , also will keep my probe (only one ) in which they are installed all the plug -in , and these will be activated ? Thank you.
View sub account information in the request
Kindly how to view the sub account information in the request rather than the account information Thanks
Importing contact from the outlook
How to Import the contact from the outlook. Thanks
Is it possible to avoid notifying techs when a ticket is created by a tech?
Greetings, We've run into some help desk notification noise created by our notifications rules. We have the following notifications: Alert the following technican(s) by e-mail when a new request is created. Alert technician by e-mail when a request is assigned. Alert(or Notify) technician by e-mail when there is a new reply from the requester. Send e-mail to technician when the request is reopened by the user. Alert group members by e-mail when a request is left unpicked in a group. Things
force deployment?
hi, is there a way to force the deplyment of a package "right now" or do I need to wait for the 90 Minute Window to go by?
Create a known problem and link a solution or workaround
This request is for a feature to create a problem in Servicedesk Plus and be able to link an existing solution or workaround to the problem.
software inventory - commercial software
Hi Currently i mark software as commercial software and assign it to a variety of categories firefox, safari, chrome etc are in the browser group adobe air, flash and shockwave player in (media group) dropbox, google drive (sync) etc etc this work quite well apart from the fact that all these tools come out with never versions every other week or so and it means i have to manually go into the software inventory find these products and mark the latest version as commercial software and then in the
Innstalation problem
Hi During the update, I had a problem . I could not run the application, so started to restore the previous version. I downloaded the installer from the http://archives.manageengine.com/service-desk/ Unfortunately, I get the error ! ! Such as set out in the annex. Now I can't go back to the previous version and the system does not work. I tried to install version of the 9030 32 and 64 bit shows up the same error. The same error I got when I tried
Using Incidents and tasks
Hi all, I'm just wondering how different SysAdmins here use Service Desk Plus. For instance, our model is to have the Helpdesk/ServiceDesk create an incident and if the incident needs to be worked on by another tech team a task is then created to them. After that task is complete and nothing else needs to be actioned the "tasked" technician closes the task and resolves the incident. From reading the manual, it looks as though SDP is more geared towards assigning the request it'self to another
Initiate installing Patches from Client
Hi I have an APD task that scans, downloads and drafts the patches to be rolled out on some critical servers. Rather than click on deploy within DTC is there a way of initiating the install from the client, so I can do one server at a time similar to WSUS? I know I can create jobs within DTC and push but I want to be able to pull approved patches to a custom group of servers. Thanks Andy
datamodel for servicedesk + 9.0 Build 9039
Hi, we would like to create a dashboard in Qlikview. The table structure is very unclear in SD+, do you have a datamodel or table definition sheet to help us? we are currently running servicedesk + 9.0 Build 9039 Kind regards, jordi van oosterbosch
Effective Access Permissions for user
Would like to be able to see what the roles assigned to a user gave them for permissions.
Support Groups Dropdown is empty
We are in the setup stage of SDP... When entering a new incident, the dropdown for GROUPS is empty. All my support groups are for ALL ACCOUNTS and DEFAULT settings. What am I missing?
Timers in SDP
I'm hoping someone can explain the timers in SDP...I may be overthinking this. I'm trying to generate summary reports (details of each incident or SR) on things like: First Response Time Time from Created to Closed Time from Created to Resolved Time from Created to Assigned Details of assigned technicians for a ticket with individual times for each tech. Summary of all assigned techs for a ticket with individual and cumulative worklog. I've already seen some really nice queries by Murali, but
"Waiting for the presenter to join " error message
Hi, I am facing a problem in Desktop central that while taking remote an error message is coming that " Waiting for the presenter to join". This error is not coming always. Some times the remote connection becomes unresponsive and again if we try to connect, this eror comes. Can anyone help me to solve the issue. Regards Jobin
Unable to select 'Reporting To' user with apostrophe
Receive an error when trying to select users for the 'Reporting To' field with apostrophe's in their last name (ex: O'Brien). This user is an existing Requester and is able to create and send requests to SD+. Error message: 'Select user from existing user's list' 9035 MSSQL
Time Spent and Work Log
I'd like to propose renaming the Actual Time Spent field under the Timer Tab to say "Actual Time Spent Assigned". I'd also like to propose adding Time Spent Work (or some better name) that shows the cumulative time from the worklog and the details below of each worklog entry for the request. Thanks, Adam
OnDemand Provisioning Tool - Incorrect Username or Password
I'm trying to setup the provisioning tool to import my AD users into our ServiceDesk account. Whenever I enter the LDAP information for our site I keep getting an error telling me either the username or password is incorrect. I have verified that I am entering the correct password and have also confirmed the LDAP settings are correct via a third-party LDAP client. We are attempting to connect via LDAPS on a non-standard port (3269). Here is a sample of the output I'm seeing in the log file. 3/18/2015
Command execution
Dear, 1. Is there any way that I could execute one command on many devices without creating Custom Template? 2. Is there any way to execute show comand on many devices and save output in file?
ServiceDeskPlus Pickup Request - Auto set the Group
Is it possible to autofill the group option when you choose the 'Pickup' option for a request? I have 3 support groups with roughly 5 technicians in each. Service Desk: Audio Visual: Infrastructure: So if a Tech from Service Desk picks up a ticket, can you autofill the Group field to Service Desk? Cheers, Craig.
DeviceExpert time is not match with our System time.
Dear Team, DeviceExpert time is not match with our System time. currently DeviceExpert application shows 3:38:48 , but windows system show 2.18 PM. Please guide us to sync with System and DeviceExpert application.
Automatic re-indexing of solutions
When searching for recently added solutions using the keywords, description or title nothing appears. Every time we add a new solution we have to manually carry out a re-index to enable technicians to search for them. I've looked through existing queries but haven't been able to find any solution that solves this problem. We're currently on the build 9039, using postgreSQL. We've been having this problem since we started using service desk plus. Is there anything we can do to enable automatic re-indexing?
Asset Import CSV Blank Values
Hi, I am trying to do a bulk update of certain asset fields and for some of those fields I would like to reset those values to being NULL so that the reports will display those fields as "Not Assigned". I would prefer to not have to use the value of "Not Assigned" in the CSV file. Is it possible to do this using the CSV Import feature? I have tried using blank values, \n, and NULL and none of those have worked. Thanks, Roger
How can I find what requests were based on a service in the service catalog ?
I have done some testing, when planning to use the Service Catalog. Doing my tests, I have created way to many services. However, if I try to delete one of them, I get a message saying "Template is in use. Has been marked for no further use". As I understand it, the reason is that I have created some requests, based on that service. However, I'm sure it's only some test requests. How can I find out, what requests have been made by that service in the service catalog ?
Maxed out asset licence count without showing assets
We recently increased our asset licence count to 550 and have used up slightly over 235 of these, however the "About" tab shows 546 licences have been used? Where did these licences go? Regards, Wayne
"Waiting for Presenter to Join" when connecting to Mac
When attempting to remotely connect to a MAC I am seeing the following. On my Computer A message box immediately pops up on the mac More Info takes me to the java download page, OK simply closes the message window. A current version of Java is already installed and up to date on the mac as can be seen with the response from the Oracle java test page. What do I need to do to get the mac to allow the Desktop Central java viewer app to run when I try to connect to it remotely ? DesktopCentral
Moving site to a different account
We provide service for apartment/condo buildings and it's a common situation when site could switch the management company (account who pays us money) so I need to change an account name in ServiceDesk. How to do that?
update
Hello team I have a problem with netflow 9.6 builf 9600 I need to upgrade NFA 9.6 to 9.7 but I get the following error: ( what is the problem)
Assign Multiple Assets
Dear Support Team, Is it possible to assign multiple assets to same department? Or assets of same P.O. to same department? If not through UI, how?
Is there a way too?
Some sort of option or function to give the customer a free 30 minutes and count it in the costs. Example: Customer had two hours work done on a ticket from a technician which cost €10 per hour but it wont cost the customer €20 because the first 30 minutes were free so the costs need to be modified to that criteria of 1 hour and 30 minutes. If anyone Could help Thx. :) Have a nice day
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