Step-by Step Pre-requisite Guide
I will be implementing Service Desk Plus for a client soon an am wondreing there is a step-by-step guide which shows pre-requisites throughout the process. I am looking for a guide that would essentially stipulate, don't do this step until you have done this step. I am looking to install the app, import the AD users and assets, stand up the CMDB, configure Incident Management and Problem Management first. Then very shortly after implement the Service Catalog and Change Management. Any help
Unable to login to local login
Administrator account is only local and the local login is disabled. How do you re-enable the local login?
Need a query report for MySQL
Hi, Is it possible you could generate a query in Mysql format for me, so I can produce a report? 'Resource Name' and ' all scans of a workstation report within the last 30 days'. Something like that: WK Scan date Status Workstation1 01/06/2012 Successful Workstation1 02/06/2012 Successful Workstation1 03/06/2012 Failure Workstation1 04/06/2012 Successful Workstation1 05/06/2012 Successful Thanks, Maria
Populate "Assigned to User" field via login script
Is it possible to populate what user a workstation is assigned to (and change from In Store, to In Use) via login script? Or is there anyway to do it that does not involve adding this data manually?
desktop central with SD+
hello i configured sd+ to collect data for workstations from the desktop central agent, but it's not giving the complete information about the workstation like : state asset tag serial number barcode part no user account (system details) so how can i have what i want ?
Next SDP Release question - Bar code?
bar code support for Assets How exactly it works? Is this means it works with bar code reader? Thank you in advance. SC Jung
Defult asset selection to All Assets rather then Assets owned by user
Is it possible to have SDP defult to [All Assets] when selecting an asset for a new ticket, currently it defults to[ Assets owned by User]
New ServiceDesk Beta version Request
Hi SDP Support Team, If you have a beta version, could you e-mail me? email: koys@tmn.co.kr Thank you in advance.
Actve Directory Scan - Map OUs to Sites?
Can I perform a AD scan where it configures the workstations discovered in different OUs to their corresponding site? Speaking with other techs at other customers sites they have said the only reliable way to get accurate info and not end up with unassigned machines and rubbish data is to run the startup agent thing on each PC. What's the better way to do it? Should the AD scan work fine for a company that's 8 sites, 150 PCs, 15 Servers?
add fielder database mssql
Hello, must include a field in my form. this field must contain data that is in a database mssql. I find no way to do this.
Service catalog workflow approvers
Hi Team. 1) Is it possible to choose approvers depending on user answers in resources? For examle user made request for new computer. He choosed laptop from drop-down list in resources(pc, laptop). Can system automatically send e-mail to laptop-approver 2) Is it possible to choose approvers depending on requester relationships? May be there is any scripts that can help? I know only about $Dept_Head$ feature 3) Is it possible for users to choose more than one stage of approve? For example user choose
Asset Management and Product Type Problem
We are having issues with moving scanned assets into new Product Type catagories that we have created to help us further detail how many of what endpoint device we have. When a initial scan is performed on a desktop, laptop, etc, it is initially placed in the IT Asset Type called workstation. All of that assets information is also there and it allows us to rescan manually whenever we want. Since our workstation list was growing to hundreds of systems, we wanted to further differenciate the type
Issue with long term SLA
There are SLA's that we have initiated for future type requests.. requests that will not see completion until 30 days. The rules and the criteria has been set and the issue should be resolved within 30 days. In this case level 1 escalation is the ticket is not resolved occurs 10 days after. and the second level occurs 20 days after...these two seem to work fine. the third level is set to 30 days after and for some reason, it always fires early, 18 days after ticket created not even after SLA was
Can we remove solutions tab
Hi i want to know whether i can remove the Solutions tab from Requester View? thanks muja
Interface bug when using russian language
Screenshot attached
Notify techs when an update to request is required
Is it possible to setup schedules for incidents and service requests to notify the tech an update is required or outstanding currently or processes are to contact the requestor a certain frequency depending on the sla to give them updates obviously were all human an these sometimes get forgotton i would like to setup notifications based on each sla to remind the tech to give updates till the call is resolved ihad a look at sla escalation, but this is not what iam after is it possible, if not
Login to new installation not working
Hi Guys, I have just configured a new ServiceDesk install as follows: Windows 2008 R2 SQL Server 2008 R2 SDP 8.1 The installation completes fine and SDP starts up ok, however I can't login to it. When I try and login using either the "administrator" or "guest" accounts that it specifies on the login screen, I just get an error message as follows: Username or Password is incorrect I have opened the SQL Server management tools and can see the servicedesk database and everything seems to be
User Group
Hi, I create User Group based on Sites for Service Catalog purpose. Some Users that I imported from AD have "Site" information but others just don't have any information (blank). I want to create a filter in User Group that is "Site" + is not + "Lisbon", and I want that this group to have all requester that have a value differente from Lisbon or have nothing (blank) on "Site", but this querie just don't get "blank" users... I really need to do this to use with Service Catalog SLAs.. thanks, regards,
Set default domain
Is there a way to have a default domain when logging into Service Desk. We are connected to a very large HealthCare system and have have several domains that show up with our users try to log into ServiceDesk. If we could have a default domain that would help out a lot. Chris
Failed to deleted Workstation Asset
i tried to deleted Workstation asset and i receive this errors : Same error on CLI : I have try all of this command before : delete from DomainLoginInfo where domainid =XXXXX; delete from SystemInfoDomain where domainid =XXXXX; delete from ADAuthenticationInfo where domain_id =XXXXX; delete from ActiveDirectoryInfo where domain_id =XXXXX; THIS COMMAND DOESN't WORKS delete from ADOrganizationalUnits where domainid =XXXXX; delete from domaininfo where domainid = XXXXX; delete from audithistory
roles
hello how can i create a role for technicians so that he can only view the assets related to his support group only
New Feature Request - Request View List
Hi, In the Requests View list, we want to reorder the View list like SCP product. Could you add this feature in the near future road map? Thank you in advance. Young-Suk Ko
Linked tickets
The ability to link requests is very useful. It would be even more so if there was a column on the Requests page that showed that requests were linked. For example, this could be achieved by adding a "Linked to" column and putting the ID number of the request to which others have been linked. The columns might look like this: ID Linked to Subject... 1 Issue 1 2 Issue 2 3 2 Same
service catalog
I created a service catalog and configured the workflow , now when a requester picks this service and fill the form and wants to submit it an error occur asking to put requester name although it is auto filled when the user logs in. what can I do about it.
Email User(s) to Notify field use
Hello all; The Email User(s) to Notify field in my implementation of SDP 8 does not appear to work. Email to and from SDP works in every other way. I'd like to clarify how this field is meant to be used. i'm pretty sure the idea is that any email address you put in that field will have a message sent to it when the ticket is closed. It may send a message at other times too, but on incident closure is what I'm most interested in. Am I correct? what other events will trigger an email to to
Bios Date missing from Report Builder
I had been using an older build of Servicedesk for some time and recently upgraded it. After the upgrade, I noticed that the field "Bios Date" was missing from the report builder and I was wondering how I could add it back to the selection options available when building reports. I saw a report in the forum here with the Bios Date included, but it was a Query report and I am not interested in using SQL to build reports and would rather use the GUI.
Inactive Catagories are now active....how to make them inactive again?
I do not know if this happened during my three service pack updates or before or after the updates were done. I think after but I don't know. How do I make some catagories that were once inactive but now active, inactive again?
Technician login count exceeds the license
Hi I am currently trying out ManageEngine for my client and I installed the professional version using the free license option. My problem is in my list of technicians I have the administrator account enabled by default for login, because of this I cannot configure any other technician for login. I am trying to configure ManageEngine to limit what the technicians can view after login, but I cannot test this feature while logging in as administrator with full access. I have tried installing the
Error with CMDB
Hi. When trying to access the Business Service category of the CMDB i get the following error: NTLM failed, redirecting to login page. And it just keeps reloading the page over and over again.
Group Field added to SLA Criteria
The Group field is not included in the SLA criteria fields. Can the Group field please be added to the SLA criteria fields so SLAs can be sperated by Groups? Our escalation path is primarily defined by the Group who the request is assigned to. Cheers, Lew
Keyboard navigation affected after upgrade to 8.1?
After the upgrade to 8109 (from 8017) we lost some functionality using the keyboard as a shortcut to pick items in pick list drop down boxes. Specifically, from the Requests tab, we can no longer use the keyboard (up/down or first letter of an item) to move around the View Filter list (where you have things like My Groups & Requests) . This does work in other lists, it seems confined to this one area. Any chance of getting this functionality back, as we certainly notice the small annoyance that not
Last Update Time field ignores emails
If emails flow in or out of a ticket, the Last Update field does not reflect the activity. Specifically, these emails would be between Techs, not to/from the Requester (if that makes any difference). I saw another forum post that would seem to indicate that emails involving the Requester would in fact update Last Update field, but I can't speak to that at the moment. Emails touching a ticket, regardless of who they are from/to should, in my opinion, be reflected by Last Update field. Can the intended
Can you hide certain catagories from the requestor
We have a catagory and subcatagories used for internal IT use only for system maintenance etc. We have named the catagory DO NOT USE, yes users continue to pick this catagory. We have no routing rules or auto assignments on this catagory and thus tickets sit in there and SLA unless someone is constantly checking unassigned tickets (as most others get assigned to a group, etc) Is there any way posible that exists today, or an enhancement that we can hide catagories from the requesters that we
Fail to login to service desk
Dear all There is a problem that I have. I have Imported all my users from Active Directory in to the service desk and all the clients are working with it. But sometimes an error occurs while they are trying to login to service desk. it gives an error message which is "Username and Password is Invalid" I am sure about the correct user name and password,and they can login with those user and pass in different computers which are joined to the domain. Sometime I have to Manually Import users from active
Is it possible to do a change request without being a technician?
We have a need within our IT dept for other members of IT to do a change request to our team but they would not be categorized as technicians, nor do we want them to be technicians because we dont want them to have access to all of the data. Of course I mean to use the change request module and not the regular request module. Is it possible to 1) as a regular requester without being a technician to create a change request? 2) as a requester to put in a regular helpdesk request and then to change
import category, sub category an item
hello, how can i import category, subcategory and item from a CSV file. I know where I can do this in SDP but I dont know how. im not sure how to setup the CSV file. can someone please send me an example of a CSV. for example i would like to import a lot of 'items' under 'category' and 'subcategory' Kind regards Robby Bron
Backup Technician
We are using two technicians in SD, one recevies all of the reqeusts and passes more complex requests to the other. When the first tech is out of the office, there is no option to use the other tech as the backup. The drop down shows the tech that is out and his name as the backup. I understand that SD looks to the sites for tech membership, and if not in use it looks to group memebership. I'm not using sites and there is only one group with both techs listed, so what else am I missing that I can't
Send email when ticket is closed
I've seen some similar feature requests; I'd like to be able to specify a list of two to four users to be emailed when a certain type of ticket is closed. These types of tickets all have request templates. Therefore, I'd like to be able to create the list of email addresses in the template so that every time the template is used, the email list is automatically populated. When the request is closed, in this case an account deletion request, then individuals in my HR and facilities dept would
Technician sends task to requester
Dear all Is there any way that Technician submits a ticket to the requester through Service Desk ? For example: Technician wants to tell a requester to check or do something and send back the reply about that task.like checking Service Pack which applied in their system works fine or nor, Then after requester checks he should reply the result of that performance to the technician Is it possible ? Regards Negin
Critical : Error while invoking backup
Dear Support Team, I appreciate your help regarding a fix for the following error message which appears on performing backup by manual and can't backup data by schedule. I was upgrade from 8012 to 8107 version. C:\ManageEngine\ServiceDesk\bin>backupdata.bat Starting.... Jul 30, 2012 4:46:52 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Jul 30, 2012 4:46:52 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
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