Custom Request Template Not Being Used Properly When Request Is Sent Via Email
When users send Requests via email with correct parameters to use a custom Request template, ServiceDesk Plus ignores all @@ parameters set in the email (except for RequesterEmail) and just uses the default Request template. However, if the user is a Technician, ServiceDesk is able to parse the email correctly and uses the custom Request template. This happens even if the email content is exactly the same (except for Requester and RequesterEmail of course) as used by the non-Technician. Any help
Add RequestID to the E-Mail Content of Survey
Hello, How can I instert the link to the call or insert the Resolution of the Call in the E-Mail content of my Survey. I tried to add $RequestID and $Resolution but this does not work !! Thanks a lot. Youssef
device template fail to set device partition threshold
Start with a windows 2003 machine with a Partition Details of the Device(%) monitor but no threshold set. Go into device template for windows 2003 and set the partition threshold to 85%. "Apply & Overwrite" using the windows 2003 template to the original windows 2003 machine. The threshold setting for partition details will not get set for the windows 2003 machine. The only way to apply the device template with the partition threshold is to first delete the windows 2003 device and then add
Contracts are inactive after the 7906 update
I have upgraded this morning to 7906, now the contracts are inactive. How can I fix this?
add URL in request template + standard setting new announcements
Hello, I have 2 questions about SupportCenter Plus, version7.9.0, build 7905: 1. Is it possible to add an URL in a request template? I want to link to another application when using one of the templates. 2. When adding announcements, is it possible to have a standard setting where the announcement is only shown to support reps (see picture below)? 99% of the announcements we make is not intended for our customers. Regards, Kees
Products in the Contract doesnt show
I have defined many products under product types. However when I try to apply the contract to a product the form shows no products. How can we solve this?
Fast to create image but up to 4 hours to deploy
Hi has anyone has this issue before where you create/upload the image and the speed is quite fast, but when you go to deploy it back to a workstation it takes up to 4 hours to complete. Thanks D
Removal of prohibited software
Hi, Why can not all prohibited software be uninstalled automatically? Google Toolbar version 1 can but 7.1.2003.1856 and later versions can't. We're also finding that later versions can not be uninstalled automatically. Any ideas? Thanks, Matt
Print Preview
Hi all, in the manual there's a functionality that is mentioned related to printing a request. However in the software itself the feature is completely absent. there are workarounds which involve going all the way through the contacts module to be able to get a printable view, nevertheless this is way too complicated for something as easy as including a link somewhere in the action menu that pops up a window: https://<SERVER_NAME>/WorkOrder.do?woMode=printWO&From=ListRequest&forRR=yes&woID=$RequestId
Windows update does not match vs Desktop Central Patch Management
Why could be the reason that sometimes Windows Update show some pending patches but Desktop Central tells me there is nothing to update? Thanks Sergio
Client opens on server when Netflow Analyzer 7.5 service starts.
Hi, Netflow Analyzer 7.5 Build 7600. Runs as service on Windows 2003. I don't want the client (browser) to fire up when the service starts. Is there a way to do this? Thanks, Shawn
custom script status unknow or maintenance
Is there a way to set the availability output from a custom script to maintenance or unknown? like with : script_availability=1 (Allowed values are 0 or 1. "0" refers to success. "1" refers to failure.) but also unknow or maintenance?
javax.management.InstanceAlreadyExistsException: AdventNet_Agent:Type=MLet,Name=MBeanDeployer
I'm having this error message in AppManager error log file: javax.management.InstanceAlreadyExistsException: AdventNet_Agent:Type=MLet,Name=MBeanDeployer I guess this happens because of a previously registered MBeanDeployer instance, but I don't know where it is on my linux installation. How can I solve this problem? Thanks for your help, mandrade
User style field on Service Catalog form
We are using SD+ v8.0.0. I am building a form for Requesters to request access to different resources in our environment. I have all of the resources listed as required and the rest of the form as we need it. I now need to provide a field to the Requester to choose an AD user from the internal "Requester" list. At the moment the only way I can see of doing this is if I use the "Select Approvers" field then put every user as a Service Request approver, which isn't going to be suitable. I have
PMP request form for AD users
One organization contain 500 employees and they required PMP setup, users of AD need to send proper request to manager or administrator for local administrator PAssw0rd via PMP . Question 1: how can user fill any form in PMP as they (normal users) don't know what is pmp simply they need admin password for 1 or 2 hours. Here customer required any request form for every user which peoples fills and send to manager (is there any request form in pmp) ? please see the listed below form as required
could not connect to mysql DB
dear all, i tried to login to the netflow web page, all accounts are unaccessible, tried to stop the DB from ./stopDB i faced the error below: /opt/ManageEngine/NetFlow/bin/../mysql/bin/mysqladmin: connect to server at 'localhost' failed error: 'Can't connect to local MySQL server through socket '/opt/ManageEngine/NetFlow/bin/../mysql/tmp//mysql.sock' (111)' Check that mysqld is running and that the socket: '/opt/ManageEngine/NetFlow/bin/../mysql/tmp//mysql.sock' exists! please help regards Bahaa
Unable to send reply to a request
Hi, I have recently changed mail servers and was experiencing problems with the incoming and outgoing mail. I now am able to use the email to ticket feature but the outgoing notifications don't work. I am also unable to reply to a request as it says "sending notification failed" I have attached the Support log file.
Failed vMotion (Vmware Hosts) with Virtual Center (Virtual Machine with Fault Tolerance) - Worked as a Physical
Hi, Previously OpManager could understand the migration (VMotion) of virtual machines. When a virtual machine was migrated from one host to another host automatically VM info tab (Server Snapshot) appeared the current host name and not the former. Now when a machine is migrated from one host to another, he continues with the old host information. We had some changes in our infrastructure and these may be the cause of these problems. - Virtual Center (The machine was physically and now it is virtual,
PO - purchasing workstation?
When I receive purchased items, I close PO, then the item goes to asset inventory. How do I save it as a workstation, not an asset when I purchase a laptop/desktop??
Close linked requests
I have to linked requests. why if i close or resolve main request, linked request dosnt close? I think this feature will be good.
Can we use PKI certificates for our approval process' digital signatures?
Hi, I'd like to know if ServiceDesk Plus Enterprise Edition supports the use of PKI certificates (e.g.: Entrust PKI) for digital signatures in order to approve requests throughout the approval process... Thanks!
Broken link from task to request
Anyone else have this? I've followed a task list from an email, and the link next to "Associated to" at the head of the page goes to http://hq-sd-01/tasks/CUDTask.jsp?TASKID=305&MODE=Edit# - which leads precisely nowhere. We've just started using Tasks today, possibly we haven't configured it right?
DC agent apply configurations once connected to internet
DC agents check for new policies and configurations every 90 minutes. We have external users who are not immediately connected to the internet when they logon to their PC's (they use wireless cards). This delays receiving configurations for 90+ minutes. Sometimes, they're not online for 90 minutes and don't get the configuration for days. Can the agent be setup to detect an internet connection (query the DC server every 5 minutes or so) and apply configurations as soon as it can contact the server?
Software Repository
Hello, Is it possible to use more than one Network Share when configuring the software repository?
Pushing Firefox with default homepage
I see that under Configurations -> User Configurations -> IE, you can set it to push a default homepage down to all machines. I would like to know if there is a way to do this with Firefox.
SMTP Option?
Hello, I am currently evaluating SDP as a possible replacement for our service desk. I have testing some of the features. In the Admin Section for mail settings you can set the outgoing mail to use SMTP but you cannot do the same for incoming mail. Our exchange server is not setup for POP3 or IMAP, which are the only two options in the incoming mail "Email Type" drop down list. Is there a way to specify SMTP to process incoming mail? Regards, ITbugz
Need help deploying Kaspersky AV
We are switching from Microsoft Forefront to Kaspersky for our company Antivirus solution. I need assistance with getting it to deploy from Desktop Central I can deploy it to our systems internally with the Kaspersky server. When I try to do a deployment from Desktop Central, it seems to get stuck. it either a) starts the install - the install completes and prompts for a reboot - then after it reboots it starts all over from the beginning - and the Desktop Central server says it is retrying. b) it
Feature Request: Notify on any response from an account + mark 'public'
Evening! We often deal with customers who have multiple team members, in different groups who respond to Requests. However, these individual responses are 'hidden' until we check the Request and show 'all' conversations, as they may not have CC'd the original Contact. Would it be possible to have SC+ both notify and mark Public these responses? I'm not concerned presently with forwards/responses from my own organization being notified/public, as I handle these as internal conversations and don't
Approval module security problem - AGAIN!
I would like to inform that again we've found SD (Enterprise 8022 edition) very usecure with use of approval module. Anyone can build URL link (ITEM and KEY are easy to find) and see the whole request body - download attachments fe - without ANY AUTHORISATION! I suppose it is the same error or error-scheme found in mid 2010 and confirmed by support. Lack of support in this case is really hard to tolerate. Example: https://sd_address/approval/Approve.jsp?ITEMID=31720&MODULE=Request&KEY=11327327904289
Asking for user agreement
Hi There Is it possible to ask requesters to Accept or Reject a Usage Agreement before a specific Service Request form is shown? if not, any idea similar to this issue? Thank you so much Amir
Requesters have no ability to edit
I was wondering if has any idea how to turn on the function to allow my users to edit their requests. I have search a few options and still can not find the option anywhere, chances are I am looking in the wrong place. Any help is greatly appreciated. RK
Frameworks - custom scope views
Hi, I have 3 elements on the map all on the same subnet. I want to create a custom view where a usere can only see one element that he will be able to manage via elements. can you tell me what scope name option to choose and which property will allow me to just display the single device? The device ip I want to display is 192.168.1.103 Thanks, Dan
i m not able to see the Netflow data in manage engine.
I have a cisco 2821 router with ios 12.4,i have done all the setting recommended by manage engine netflow analyzer. in the router for netflow. router#configure terminal router-2621(config)#interface FastEthernet 0/1 router-2621(config-if)#ip route-cache flow router-2621(config-if)#exit router-2621(config)#ip flow-export destination 192.168.9.101 9996 router-2621(config)#ip flow-export source FastEthernet 0/1 router-2621(config)#ip flow-export version 5 router-2621(config)#ip flow-cache timeout
Software Allocation
I'm trying to allocate licenses in bulk, however, I am unable the licenses I have listed when allocating.... it always allocates the topmost license... Any way around this?
Feature Reversion: Solutions / Knowledgebase to 'Old' layout
Hey Hey! This might be an odd request - but would it be possible to revert the Solutions/Knowledgebase module to the OLD layout? For those more recent customers, the structure of the Solutions section was laid out more to resemble sections, rather than the general list we have currently. Granted - we do have the 'Topic' dropdown - but this is less convenient/obvious than the previous layout. The current layout makes it difficult for me and my organization to segregate topics at the start, and makes
Ping Monitor Avalibility Problem
Hi, After upgrading Application Man 10 version, we have different values about avalibility status of parent and child monitor on Ping Monitors so,when we get schedule report for monitor group we encounter wrong status values Dou you have any suggestion ? Regards.
Confidential User Showing in Reports
Hello. Some of our reports which show users are showing a user with a user name of *** Confidential ***. Has anyone else seen this? And is there a way to turn this off so it will show the actual username? Thanks in advance for your help! David ========================== FWAnalyzer Build Version: 7.2.0 Build Number: 7020 Service Pack: SP-2.0 Build Date: 23_Dec_2011 Build Type: 32bit Server Type: Standalone Server Database: MYSQL Firewall: Checkpoint VPN-1/Firewall-1 R75.30 (SPLAT) Primary
Finding fields in SQL Server
Is there an easy (easier) way to find field names in SQL Server? It is very difficult to build query reports without knowing the name of the field or the table the field is in. is there such a thing as a data diagram available showing all the fields and relationships? I am especially interested in finding the additional fields that we created for the requesters. Thanks, Sheila
Technicians and Groups
I have reports that will list all technicians and all groups. I would like to combine these so that I have all the Technician Groups listed with the members (technicians) for each group.
Moving Assets to ServiceDesk from FacilitiesDesk
Hi, We are currently in the process of setting up ServiceDesk plus on our system. Currently we have FacilitiesDesk Running separately but are looking to intergrate them. What is the best way of transferring the asset list between the two programs? Thanks
Next Page