reports
hello i created multiple support groups, how can i create roles where each support group can only generate reports related to its group
Is SDP safe to upgrade? (Java version)
I need to upgrade the Java for security reason (Accelerating attacks exploiting unpatched Java). I'm trying to upgrade the Java to version JDK 6 Updage 33. is this OK?
Probe user name incorrect, but is correct!
Hi Guys I have a big problem. Probe cant read data from workstations, Looking probe's log,I found this message Last Error : 2202 message : O nome de usuário especificado é inválido (invalid username) 12/08/2012 17:29:04: [54] Credential is invalid for 192.168.5.121 Connection Error : 2202. Last Error : O nome de usuário especificado é inválido. But i'm using the administrator account (administrador@oficinadakasa.local) and password is correct I do a test using wmimgmt from another computer and
disable AD accounts
hello SD+ is importing disabled users from active directory, so how can i solve this issue
8007 - Change "New Incident" to "New Request"
Is it possible to change the "New Incident" button to "New Request"? My customers find the "New Incident" to be a bit alarming and not appropriate for issues like requesting a projector or adding a new employee. Hopefully it won't take 3 days for this request to be moderated. Michael
Entering Partial Quantities in Purchase Orders
Hello, We are currently running ManageEngine ServiceDesk Build 8.0.0 Build 8009 When I am creating Purchase Orders, I often require fractional quantities but SD only allows whole numbers. How can I enter decimals (i.e. I purchased 1.5 units of a product, but I cannot enter the decimal portion of the quantity. Thank You Art Lazarus
Display Request Closure Code in Email Closure.
Hi, Is it possible to display the closure code to the requester when they close a request by using the closure email link? I would like for them to select a closure code when they close their request. Thanks.
Permissions to Add New Product and Vendor
I'd like certain staff to be able to add vendors and products. Currently they don't have Admin permission and I don't wish to give them that. The user is our CMDB Librarian with Full Control of Inventory and View/Add of Purchase. What permissions do they need to add/edit vendors and products?
Notify technician when new reply
Hi, we have just upgraded from v7608 to v8109. Before upgrading, the technician was notified by email if anyone replied to a request. After upgrading, the technician only seems to be notified if the requester replies to the request. Can the notification behaviour be changed back so that notifications are generated regardless of who replies? Regards, Alan.
How technician can view their raised request for other group?
--------------------- Rajesh Singh
After upgrading to version 8.0.0 unable to see requestor details from Admin-->Requestor Option
In the past the only way we could get technician accounts associated with AD accounts was by adding them via the Change Requestor to Technician option in the Requestor Details Options. Now we cannot do that because the requestor details options do not come up. Instead it bounces to the beginning of our requestors listing. Anybody see this before? Is there a fix?
Custom fields names
Hi all, I know how to modify the italian translation of the various field names by editing ApplicationResources_it.properties file. Example: by modifying this parameter I can modify the italian name of the "Request Type" field: sdp.requests.common.requesttype=Tipo di Ticket But it works only for the standard fields. How can I modify the names of the custom fields too? I'm looking for something like that: sdp.requests.common.requestcustomfield1=XXX in each ApplicationResource_xx.properties file (ApplicationResources.properties,
Sending mail, text randomly placed.
Hi We have a problem where when you reply or forward a mail the text you enter randomly gets placed at the bottom (that I have found). I attached two images that shows the problem, one image shows when i typed the letter and the other image shows how its displayed when I view the mail in SD+. I marked with green the word that this time got replaced and in the second image in red where it ended up. The amount of text we have noticed is random and most often more then one word as in the example. Best
How to customize "add work log" window ?
Hi, is it possible the "add work log" window. For example, i want to add a " Service Type column or chekbox" to add work log window We can customizing the "time entry" on the support center. Thanks,
The request does not fit the scope allowed. You are not authorized to update the same.
I'm having trouble opening requests in Manage Engine Plus, when trying to open a prompt is displayed the following error: The request does not fit the scope allowed. You are not authorized to update the same. What should I do?
Help with Report needed
I need two reports One report that shows me the non-closed service requests that are NOT linked with a Change (sorted by Service-ID) One report that shows me the non-closed service requests that ARE linked with a Change (sorted by Change-ID) I was able to create the basic reports, but i couldn't figure out how the Changes were linked in. Thanks in advance.
Time Issue
The time on our ServiceDesk Plus system is four hours off. The time on the server is correct, and the time zone settings are also correct. Any ideas?
My email address has changed, how do i update it in the Forums?
My email address has changed, how do i update it in the Forums? Thanks in advance.
Custom Report Help
Hi, I need help creating a custom report. I've tried looking at the SQL but i can't get this to work I need a report with the following columns Asset Tag Resource Category Product Type Product Vendor Name Resource Name Location Cost Replacement Cost Where cost is the purchase cost of the item and replacement cost is a custom numeric field of assets I need the report grouped by site e.g. site1 xx xx site
Edit report for date on installation and deinstallation of Software
Hello Community! I would like to ask you to help me with a report. I need to find out, when a Installation and also the Deinstallation was done. Here is the report to find out, which software was installed: SELECT workstation.WORKSTATIONNAME "ResourceName", workstation.MODEL "Model",workstation.LOGGEDUSER "Last Logged In User",sl.softwarename "Software" FROM SystemInfo workstation LEFT JOIN OsInfo osInfo ON workstation.WORKSTATIONID=osInfo.WORKSTATIONID LEFT JOIN SystemInfoDomain sysInfod ON workstation.WORKSTATIONID=sysInfod.WORKSTATIONID
Default values is not working
Hi Since upgrading to 7.6.0 my default values for additional fields doesn't work when I create request via email. But it does work when I create request via web. is it new bug? I remeber It was normal in older version.
Ghost Technician
I've deleted a technician a while ago, but the "Tehcnician auto Assigs" still keeps on assigning tasks to th e account. I can't find the account in either the Requester nor the Tehcnician part af the Admin section. It's not possible to assign a tast manually to this account, only by Auto Assigns, and the account can't be exluded from the auto assigns, since it's not listed .... I guess it's a ghost record in the sql-database, but how can I delete it ? Any idea ?
Manage engine receive mails on his inbox but couldn't open a ticket ?????????
Manage engine receive mails on his inbox but couldn't open a ticket ?????????please advice what action should be taken
Unable to delete reports and folders
I have some people that have not been with our company for a long time and they created some custom reports. I am trying to clean up the reports and folders, but I am unable to delete them. I am signed in with an admin account. Is there any way to delete these?
Is it possible to merge 2 requesters?
I have an issue where one of my requesters is in the system twice. I have some tickets under their original requester name. Then they emailed the helpdesk and their email address was not entered under their requester profile so it created a another requester with the same exact name. Is it possible to merge these 2 requesters together?
Merge requesters
Hi Is it possible to merge requesters by a sql script? J would to mergealla requesters whit teh sam namne so alla request would belong to teh last crated user. Regars Per Viklund
Query Report creation permission
I tried to find when and why Query Reports creating become unavailable to technicians in ServiceDesk Plus (now only Administrators can create query reports) but no such luck. So, I'd like to ask what was the reason to leave Query Reports creating permission to administrators only? (From my perspective, I see only disadvantage that technicians cannot create query reports and you don't want to grant a lot of people administrative permissions only to make them able to create the reports). Is there a
Probleme when deleting Relationship
I'm running SDP 8109 When deleting relationship between application and IT services, it is removed the application from CMDB
Work logs are not being counted as time spent
Several of my tickets are coming back with Time Spent 0:00 when there is a work log of 1 hour. Several of these have this. How do I set work logs and a report that has Time spent to read the same thing. Or do I need to use a different field? John
RequestOnHold Table
I notice that the RequestOnHold table has on hold records multiple times for a record that was placed on hold only once. Does anyone know why this is?
Network scan issue in SDPLus
Hi, I am using the latest version of SDPlus. I am trying to setup my network scan, but I am experiencing some issues. What I have done: 1. selected scan of the entire network 2. using SSH 3. provided login account who has administrative rights My scan does not find anything at all. Is there something which I have skipped to fill in? Thanks in advance, Dimitar
Description is missing in request view
Hi everyone, We've updated to the 8109 release, and some of our technicians experiencing issues in viewing requests. When they open request, sometimes (but often) they can view only the part of the request description. And the other part is missing. Only admins from branch offices report this problem (they have WAN access to the site - from 2 to 40 mbit/s). Clearing the Internet Explorer cache helps them, but not for a long time. Please help me to solve it. Thanks in advance.
Request Template
Dear Would be helpful to enable the item to add resources in the template requests Currently only available in Service Catalog. Excuse my English language Regards Marcelo
Hotfix 8110 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 8110 (Released on: 31st July, 2012) SD-46612 : If the user name contains some special characters like (Ä ä Ö ö Ü ü ß), then while creating a request, an alert message 'The user does not exists. Do you want to create a new one?' appears even though the requester is already present. SD-46607: In DC integration mode, while creating
Is there a way to recover deleted Reports
Is there a way to recover reports that were accidently deleted from My Reports?
New small requirement.
Hi, In the Workstations list, we want to add an IP address column. Currently this feature is not possible. Thank you in advance. Ko Young-Suk
Pictures in Assets / non-IT Assets
Hey guys, You know what would be cool? That i could add in a picture of an asset (PC, server, printer ...) or non-IT asset (projector, ...). That could be a URL to a existing picture online (of a printer for example), or to upload a picture i took myself of an asset. Adding in multiple pictures would be nice to. It could be especially usefull in situations in which a lot of network equipment is involved. A picture says a thousand words, not the least in the case of routers/switches/firewalls/patch
I have question about approv request.
Good evening. I have two managers whom i configure to approve users request and when one of my manager go to business trip users waiting when hi come and approve request. How can i redirect all request to approve to first manager when second manager is absent? Thanks for your help.
New change module question
Hi, Can support confirm if SDF-46654 which relates to locking down changes to technician group will be in the first release of the new change module? Currently any technician with change module access can see all changes for all users. The result of this currently is only one technician group of our 12 is allowed to us the change module, as until we can stop other people seeing their changes, it's useless. They might have changes that are confidential and affect other groups working practises that
Operational Hours Group
Would it be possible to suggest being able to set operational hours on a group? I have techs that are in multiple sites that have different hours for each site. The problem I am having is that with the techs being in multiple sites and only working specified hours, some tickets will come in and the SLA will be violated. So I am just wondering if operational hours could be set on the Group level so that I can setup SLA's based on that instead of at the Site level.
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