Request CLosure Comments
How can you get the Request closure comments emailed to the Tech? I don't see an option anywhere. As our Techs don't look at the closed Requests as they have been completed. Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML Jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
Time Take to Resolve Required
Is there anyway in ServiceDesk to disable the requirement for entering a value in the Work Log for Time Taken to Resolve? I'm trying to just enter charges for equipment or software.
Adding Products to Contracts
Hello all, I am testing a SupportCenter plus and creating new contracts. but though I have my products listed, when I tried to choose products, the products are not shown. have tried several times, still not showing up.
SelfService Version Update
Hi, I am a new administrator with this software and was wondering where do I go to update the version? Thanks ahead of time.
how to deal with volume license that allows portable device install?
Hi there, So we have a volume license for, let's say, 10 installation. According to the license agreement, if a person uses a desktop and a laptop (not at the same time) he/she allowed to have the software installed on both device. So in theory, if all 10 people have both desktop and laptop for traveling, we will have 20 installation in total. What would be the best way to record this in software licenses page? should I create a volume license for each individual (allow for 2 installation)? or just
Calendar now button
Hello, Internally SDP stores the date/time as Epoch time = the number of seconds elapsed since 1 Jan. 1970 00:00:00 UTC. The date/time displayed on the screen considers the time zone you have set up in your SDP preferences (personalize section). I am wondering what date/time is being considered when pressing the Now button in the calendar. Is it the time of your PC, the time of the SDP server (which may be in a different timezone) or the time as configured in the personalize options? Best regards,
Remote Control
We are using Remote Control in Desktop Central on 75 computers in 4 locations. It is working properly on all but 2 computers. For those two computers, when we try to connect using Active X, it connects shows the blue connection screen and they immediately shows "Exit Meeting" . When connecting using Java, it connects and shows the java screen and then shows "Java Viewer, Waiting for presenter to join." It is not a firewall issue on the server because 75 other computers work fine. It is not
Upgraded to DC 9 MSP - major problems
I just upgraded to DC 9 MSP. Now after I login, I can get any customers' pages or computer info to load. It's maxing out my rented VPS server's CPU (java.exe 99%) and locks it there. the page just sits and tries to load. I have to stop DC and restart it to stop the CPU usage. (NOTE this is a rented Virtual Private Server Running server 2008 R2. Running a single core 4.0Ghz, 1gb ram and 30GB hdd. I have upped what I'm renting to a dual core 4.0Ghz, 2gb ram, 50GB hdd. same problem. currently only 27
Enhanced Work Log Dialogue Box
Hi Guys, Is it possible to have the work log description box to be the same as the request description dialogue box with ability to paste in images? We especially want this under the change module when in the implementation phase.
Requester with limited rights
Is there a way to take away access to a particular requester? Specifically, we do not want the requester to be able to see their own requests and we do not want the requester to be able to change their own password. Is that possible? Joe
Embed "Submit a Ticket" on webpage for customers
Where can I find the form to embed on my website for customers to submit a ticket?
CTI incoming call pop up is not working
Hi I need assistance on how to make the incoming call pop up happen. find the below details. 1. Am using Asterisk 1.8 and SCP 7.9 trial version. 2. Connection to asterisk is successful. 3. Outgoing calls Pop up works fine (Click-to-Dial). 4. Extension in Support rep is well configured and Enable screen pop up is Checked. 5. Incoming Call pop up fails, the Phone rings and can receive the call but no incoming Pop up. Any idea, as am doing POC (Prove of concept) to one of my customer before they purchase
Problem with MSSQL service alarm
Hi, Could you help me, I had problem on monitoring MSSQL services. when I delete MSSQL services monitor on client server, the alarm MSSQL services always show in active alarm. there're no MSSQL service monitor anymore on client server now. OpManager version : 11100 (64 Bit) Database Type : MSSQL regards,
Add any widget to custom dashboard that references a VMware host?
Maybe I'm doing something wrong here. I'm trying to put together a dashboard where I want to display details about my VMware vSphere hosts. However, out of all my devices none of the VMware hosts show up as a selection. Anyone else experience this? Something I am missing in the setup?
Notification emails in HTML
When setting templates for the email notifications (i.e when a new request is logged or when a request is closed) I would like to add some HTML formatting to the email which is sent. It appears I should be able to do this but when I add any html tags they just appear in the email notification as plain text. The setting at the top of the notification rules page is "Send all e-mail notifications in : Rich Text format (HTML) " Links from pre-defined variables such as $RequestLink work properly.
Minimum permissions required on service account to delegate AD user account modification
Hi, We want to know what the minimum permissions/rights for a service account would be to allow technicians to modify AD user properties through ADManager Plus. Thanks.
fractional number
Hi, colleagues When i create a new field with type of field - fractional values, I have problem with fractional values, when i write " 0.5 " and refresh request i see " .50 " help me please...
Changes Reports - seems to be only pulling Changes where Site IS NULL
(This situation applies to ServiceDesk Plus build 9003 Enterprise) In the process of arranging a support call with ManageEngine for this issue, but thought I'd throw it out into the community and see if anyone else can let me know if I have misconfigured something or they are experiencing a similar situation... (This occurred after moving from build 8206-9003) Issue: Reports existing (created previously in build 8206) and created using the Custom Reports wizard (in build 9003) stopped returning
Report for generating project details and its milestone details.
Hi The below query lets you to generate report about project details such as percentage of project completion , title , status , projected end and its milestone details such as title , description ,comments , owner , status , projected end , gantt color. First execute the query select paramvalue from globalconfig where parameter like 'TaskCompletionStatus' If the param value is 'closed' use the first query Else if the param value is 'completed' use the second query First query select pd.projectid
Text in template jumps
We have made incident template where our text jumps one to several rows down each time the template is used in the description field. How can we solve this so it don't happen again. we are running SDP 8.2 Build 8214. Same issue appears on our test system that runs 8.2 Build 8217
OPManager Dashboard
How can we export and import OPManager Dashboards ?
Fields available by email-command but not editable for requesters?
I've been playing with the "email command" options . It works pretty good but I saw a little problem. It only let assign new values for fields if the field is editable on the requester web interface. Is there any option to allow autofill this info with mail commands but disallow the modification into the web interface? Thank you! Regards.
Using the Purchasing Module
I would like to be able to do the following things in the purchase module: 1.) Change the owner of a PO 2.) Specify individual(s) to be notified of POs approval and other status changes 3.) Change the email template that requests approval 4.) Delete a closed PO (they say they are being used by another module.. i created a TEST one and i can't delete it even though i did not assocaited anything with it other than a product.. which i cannot remove now that it's closed) 5.) Create a PO directly from
Resource Scheduling
Dashboard Resource Scheduler I would like to suggest that a feature be created that will allow for scheduling the use of an asset i.e. Projector, Tablet, Laptop etc. It would allow IT to track the usage of specific equipment and the person using. This is different than assets a persons permanently assigned equipment. As an example a person needs to use a conference room and a projector for a presentation, they log into the dashboard and instead of opening a ticket the choose a defined asset and
Generate custom query report from last year/date
How can I run query report to last year date? Need date from: 1/11/2013 to 1/01/2014 available only this Сегодня - <from_today> - <to_today> Эта неделя - <from_thisweek> - <to_thisweek> Прошлая неделя - <from_lastweek> - <to_lastweek> Этот месяц - <from_thismonth> - <to_thismonth> За прошлый месяц - <from_lastmonth> - <to_lastmonth> Этот квартал - <from_thisquarter> - <to_thisquarter> За прошлый квартал - <from_lastquarter> - <to_lastquarter> Вчера - <from_yesterday> - <to_yesterday>
website layout gripes
We are currently using ServiceDesk plus version 9. I've not used it long so excuse me in there are ways around my list of complaints. Is there a way to customize the layout of the screen. Wide screen monitors are now the norm, and I hate having to scroll up and down to find information. For example, in a change ticket, I'd like to see the ticket info on one side and the notes on the otherside vs scrolling to bottom.. When assigning people to roles in the "Change" window.. I have to go to
Change/Delete Reminder from Calendar
How do I change or delete a reminder from the scheduler calendar after it's been created? I can view it but can't seem to find where to edit or remove it.
Fail upgrading from 8217 to 9000
Hi, we are having problems with updating SDP from version 8217 to 9000. We attach the log Updatemanager.log Can anyone help us? Thanks
Alert not running selected program
Hello, I am using EventLog Analyser v8.6 on SBS2011. I have an alert configured to send me an e-mail which works. I have a 2nd alert configured on the same EventID's to run a program to collect additional information at the time the Events occur and the program is not being executed. I'd like some advice on how to troubleshoot why the program is not being run. Thanks Vaughan
Change Workflows - specifying hidden Statuses for a Workflow
(Posted with respect to ServiceDesk Plus build 9003 Enterprise) We are creating a workflow for Standard Changes and it really only uses half of all configurable Statuses. Build 9003 behaviour: There seems to be no way to hide the 'Status' and 'Status Actions' that we will never use as part of this Workflow. As a result, the Change Records for Standard Changes are more confusing than they need to be for the Technicians responsible for managing them using the workflow. The list of Status Actions
Approver perrmission
Hi. I have some difficulties with following: I wrote a workflow, that every purahse request assigned to the head of current department. But if manager forward the link to another person, other person can approve instead of manager. How can i forbid this?
Task Subject Enhancement
In addition to the unified task and request list that we are hopefully getting soon, we would like tasks that are automatically generated from incidents or service requests to have the subject filled with something that uniquely identifies that task. For example, lets say we use the New Employee Hire request and we have several tasks associated with it that are automatically generated every time and assigned to the appropriate groups. We have things that need to be done for every new hire such as
Adding Sound alarm when critical
HI if i working using OpManager and then my device is down/critical this aplication able to send action sound alarm. my question Can AppManager do same action like OpManager when my server or service is down/critical? thanks Didik P Adi
Supported formats
Hi, I'm currently evaluating EventLog Analyzer and would like to now if all text based logs are supported as suggest on your product page... I'm not able to use search page to extract fields from imported text based log file. Nothing found. regards, makeljoh
ManageEngine EventLog Analyzer 9.0 - Now Available!
ManageEngine is glad to announce the availability of EventLog Analyzer 9 (GA) – Standalone Edition and Distributed Edition for download and evaluation (30 day trial). With the general availability of EventLog Analyzer 9, ManageEngine delivers advanced SIEM functionality that facilitates effective IT security threat management with new features such as: · Real-Time Event Correlation – EventLog Analyzer provides a powerful correlation engine that helps IT security professionals to mitigate threats
Solution records - contain related Problem 'Symptoms' field; Known Errors apearance in portal
(Composed with respect to ServiceDesk Plus build 9003 Enterprise) When searching Solution records, the records created from Problem 'Workaround' and 'Solution' fields represent out-of-context information. The user must launch the Problem record to provide context around application of the workaround. Additionally, Known Errors are a very underdeveloped feature. Enhancement request 1: (to Solution records generated from Problem records) When posting a Solution record from a Problem, the Solution
Migrate existing AD Audit data into SQL?
I originally installed AD Audit well before the SQL backend support was available. I would like to move the data to a SQL server, is there a documented way to migrate my current AD Audit data into a new SQL database?
Task count inaccurate
In the dashboard tab -> Task Summary section -> It give me a count of 2 pending tasks. When I click on the number, it brings me to the task details page. The problem is that there are not tasks listed. If I go back one page. I click on the total (32) when the next page opens up, there are only 9. The task count and the actual number of tasks don't match up.
Change
Hi Im using SD 8.2.0 build 8217 When i opened a change i faced the issues: 1. If one Approver is removed and re attached to the change, the system does not remind any more the approvation / rejection sent by this approver. 2.If another approver should be added in the change after the aprovation is sent, we have to resend this approvation to all the members in the approval list as it does not have any way to classify which address should receive the approval email. 3.Sometimes the approval
Renaming categories and Support Groups
Hi -- Just wondered whether it was ok to rename existing Categories and Support Groups, or will this have an adverse affect on anything? Thanks MP Service Desk
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