Embedded Ticket Links
I would like to see someting similar to BugZilla where you put Ticket #123456 or Ticket 123456 in the description, worklog, or notes and SDP will automatically turn that into a link to the ticket you are referring to. Example: https://bugzilla.mozilla.org/show_bug.cgi?id=23679#c211
createdtime and MS SQL Scripting to decipher date in reports
I created the following Script in MSSQL and it is working. I have Two questions. SELECTChange_fields.UDF_CHAR1 ,ltrim(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Open Date' ,changedetails.CHANGEID ,INITIATORID ,TECHNICIANID ,STAGEID ,PRIORITYID ,CATEGORYID ,SUBCATEGORYID ,ITEMID ,APPR_STATUSID ,CHANGETYPEID ,URGENCYID ,TITLE ,DESCRIPTION ,SCHEDULEDSTARTTIME ,SCHEDULEDENDTIME ,COMPLETEDTIME ,NOTESPRESENT ,SITEID FROM ChangeDetails, Change_Fields
Consumables Management
Hello, I've been recently looking into ways of tracking changes of consumables such as Printer Toners, and also Company Resources. I would like to see a Consumables Option within SDP to track stock levels of a consumable. For example when a Toner is changed, I'd like to assign the Toner to the relevant Printer asset. Then when stock is running low, an automated e-mail sent to the person who procures the Printer consumables. Cheers, J @ Surrey Satellite Technology
SDP 8.1 Reply/Resolution Template Issues
Hello, We upgraded to SDP 8.1 today and then applied the latest patch 8101. Everything seems to be working fine (cookies/cache cleared) with the exception of Reply/Resolution templates for general administrators. Previously on 8.0 8027 everything worked as expected. After the upgrade any non-admin technician cannot use the templates. They can select it, acknowledge the popup but it never adds the text of the template into the reply/resolution box. If I switch them to admin permissions (SDAdmin),
How to update agent when upgrading from 8.0 to 8.1?
We are in the process of preparing to upgrade from 8.0 to 8.1. How do we update the agents on all of our machines? Do we need to uninstall the old agent and deploy the new one? Or will the new agent update all the old agents? Is this an automatic process or do we need to manually update the agents? Thanks!
Scanning of Win 7 workstations fails
- Using SD 8.00 build 8013 - Firewall disabled on all workstations - Dcom enabled on all workstations - WMI enabled on all workstations - Using serviceaccount with admin rights to all desktops. still:... scanning of windows 7 workstations fails with message "either access denied or DCOM might be disabled" What could be the issue here?
Can I associate an incident to a business service?
Hello I am using latest version of the software. In the new features releases I could read: http://www.manageengine.com/products/service-desk/readme-8.1.html View the pending requests, problems and changes raised for Assets, Business Service or IT Service from the relationship map. but I do not see how to associate and incident or request to a business service, is it possible? Thank you
New Incident Form Clears Group
Hi, I just updated to SDP 8.1 Build 8101, but I would like to point out that I had this issue with version 8.0 build 8026 as well. When I create a New Incident, or edit an existing Incident, after clicking out of the Requester Details "Name" field, the "Group" field gets reset to "--Select Group--". The same thing happens if I tab out the field. At this point I've just gotten used to having to select my Group twice, or selecting it as the last item before adding or saving a request, but it does
Technician access to archived requests?
I setup my SDP 8 installation to auto-archive closed requests after 1 year. Should my technicians be able to access these requests once they are archived? I can see them fine as an administrator, but the standard Technician role doesn't seem to be able to access these items according to the rights assigned to them. The "user does not have sufficient privilege" screen is displayed unless they try to view a request that was 1) created by them, or 2) assigned to them. Example: Technicians are assigned
Effects of blowing out asset list?
I am very new to ManageEngine, and have been tasked with getting our asset lists in order. We use the domain scan in our environment, with about a 50% success rate. About 25% fail due to what looks like the usual: firewall enabled, credentials incorrect, RPC/DCOM settings not configured. The other 25% are simply not relevant in the domain (test machines, should never have been in scanned OU, etc). That 25% represents several hundred assets. I am walking into this after the system has been running
ICT/ServiceDesk mailbox suggestions
Hi all, We've been using SD+ for about 4 weeks in a live environment, although we haven't distributed the portal URL to our users as yet. One of the dilema's facing us is the use of our existing ICT mailbox alongside the one that SD+ utilises. Ideally we'd want one mailbox where our users and such can email ICT and SD+ could pickup requests with an ID in the subject line and leave all emails alone, but this this doesn't seem feasible with the current spam facility. With SD+ also utilising an
Internet Explorer 9 observations
Not sure how many people use IE9, we do because of the restriction and customisation we can apply/deply and control via group policy. Not only that, it's our prefered Browser choice and the standard that comes with MS Operating systems. I'm sure everyone has their favourite but these are some of the issues we've come across with SD+ Tasks - unable to expand Description and Comment boxes Heading tabs - While on Home, select another tab and both display as active - ok in 'Compatibility Mode'
Ability to hide categories from users
Ability to hide categories from users I noticed that a couple of people have requested this in previous posts and wondered whether any more thought was given to this. We're using Version 7.5.0 Build 7507 and it doesn't look like it's been included. This is really a feature that would be of great interest to us. Thanks Stef
Expanding mailserver options
Woud it be possible to have some enhancements added to the MailServer configuration. At the moment the system will attempt to create a request/incident for all emails, unless SPAM management is configured, but even then the restriction means that it will get deleted rather than left alone. For organisations that would like to create transparency and have just one email box that is shared by SD+ and an ICT Department, it makes it very difficult with the present options. Maybe expand the SPAM
Response via telephone
Hello All, Is there a way to add a response to a call as a telephone call so that it will stop the timer on response time? Thank you in advance.
Change Management in 8.1
We currently have ServiceDesk Plus Professional 8.0. Is the Change Management included in 8.1, or would we still need to upgrade to Enterprise? Thanks, Dave
renew Certificate
Hi all, we are running servicedesk plus 7.6.0 and our certificate( our own) is expired now. So i would like to renew, to install a new one. Can somebody here help me with it? Thank you
russian translate
The file with the Russian translation lacks the last 200 rows. So to translate these buttons do not predstavlyaetsya possible. Even with the assistance of an interpreter in the menu. For example there's this group of lines sdp.change.reqattachlinktitle = Attach similar requests sdp.change.reqdetachlinktitle = Detach the selected requests sdp.change.actions.associate = Associate Requests sdp.change.error.reqdetachnoselection = Select one or more requests to detach. sdp.home.ssp.others.defaultrequest.title
Additional Field Question for 3rd line in order to report back on
Hi, I need to implement a drop down box to monitor the quality of incidents we escalate from the service desk to 3rd line support. Often 3rd line get given incidents which they feel the service desk is able to resolve themselves....however I want to create a drop down box for them to note this down. Such as the example: of having 2 options "SD Able to FIX" OR " SD Not Able to Fix" However, I managed to create this drop down, but cannot seem to integrate it as an optional field that 3rd
Russian translate
In the build of a 8100 Russian version of the translation, not translated button "request catalog" in the top menu is cleared in English. Should I send these shortcomings? Also in the user interface in a window where the list requests is not translated the button "New Issue" Should I send these shortcomings?
SDP via Windows Phone 7.5
Hi All, I just made our SDP site externally accessible, and it works fine from both a PC and one of my tech's Android phone on Verizon. I have a Samsung Focus running Windows Phone 7.5 on AT&T, and cannot get the full SDP site to load. The mobile client does load but is too limited to be all that useful. When I try to load the full site, I am prompted for credentials from IE as we have SSO enabled. Once the credentials are entered, the browser tries to redirct to /ntlmv2?redirectURL=HomePage.do,
Changing asset to consumable
We have 14000+ assets and 14000 of them are bits and pieces which are consumables and do not need to be tracked but still purchased through the system. I cannot see a way to change an item to be a consumable now I have modified the types as they were incorrectly added as components a long time ago. Also some of these are set to non-it assets of which there are many types yet the filter on the sidebar is empty as in my screenshot. Thanks D
email fetching stops
I have aproblem with email fetching , sometimes SD+ stop fetching emails and I have to restart the service on the server to resume the email fetching . can you help me on this
Custom Report for "Problems" unable to select "Root Cause" and "Symptoms"
Hi, Using the Custom Reports for Problems, i am unable to select fields from "Analysis". Mentioned fields: Root Cause Symptoms I did not find this under known issues nor planned features. I know that i can get these information with query reports, but that "custom report" function would be needed for non- IT staff to create reports. Best regards, Nils
Printers from scan script to inventory
sd 8027 In the computer details in Hardware tab there is Printers section. Is there any way to add such a printers to the IT Assets->Printers automatically? Almost all the printers in my small network are host-based (HP P1102), so network scan does not detect them. And almost all these printers are shared. Is there any way to get list what user uses which printer? How can i get list of all printers (shared and network) used by some department? For example, i have 3 HP P1102 in Accounting Department
Onhold Status reason
Is it possible to be able to quickly view the reason why a request(s) are on hold without having to open the individual request and look at the History to the request. For example... In the request view (list of many requests) you can have a column that indicates the request status (Open, Onhold, Closed, etc), what about an additional column stating a reason... OR Maybe when you 'hover' the mouse over the 'Onhold' status, it displays a bubble window showing the reason. Similar to when you 'hover'
Request page not supporting html anchor
We are running Servicedesk 8.1. On the users we have setup html anchors for easier access to other services. SIP link for calling. VNC for remote management. And links to ISP web for reporting cases, info and status. The user page supports these links fine. But on the request page, the anchors won' t work. It would be nice if this could be fixed to support html anchors.
Request For Change - Approval
Hello, I have sent some “Request for change” for approval and they are not yet approved. Why doesn’t the approval status turn into “Pending Approval”. Is it normal? If a request (ticket) is sent to approval I can view the status “Pending Approval”. Thanks
Scheduled Report deleted but still sending.
I've got a requests report "Weekly Workload for the web designers" going to two executives, every week. They said they were done with this report, so I deleted it from "Showing, Schedule Reports". The report is still sending apparently. I can't edit the report or the scheduling because it does not exist. I am an SRAdmin and I created the report and the schedule. Any ideas where I can find it, or shut it off? John "You know you've been doing tech support too long when you answer your home phone
Contracts Notification
We have missed a few contract renewals because the notification system didnt remind us. Doing a manual notification from the action menu works fine and we get hourly emails about incoming requests. Help! :(
Upgrading instructions
I've noticed while reading and performing a hotfix/servicepack that the instructions relate to backing up your SD+ using the backupdata.bat (in the first instance) My query relates to two things, firstly in the same set of instructions it then refers to running updatemanager.bat which also offers the function to backup, is this different to the backupdate? Secondly, If they are both doing the same thing, it seems sensible to include reference to this in the instructions and question whether there
Can requesters change site?
Can i make it so requesters can change their site? i would like to make it when they open a new incident, that the "site" field defaults to their default site, but they are able to change their site. is this possible?
Update Issues to SDP 8027 from 8022
Downloaded the 8027 update, ran update.bat file and selected it and get an error on install. Click the error log and it's blank... The last line in the command console that runs is this: at java.lang.thread.run(unknown source) I made sure java was updated.. The update manager error dialog is completely blank, just a white box that comes up. Haven't had any issues with the software itself, just trying to get upgraded to 8027 so we can install the new 8.1...
Crystal Reports & SDP
Why oh why on gods green earth have adventnet not used a date field for storing dates? This makes it nigh on impossible to write decent reports using Crystal (because lets face it, the built in reporting tool of SDP is pretty mediocre at best). How are we supposed to write date specific reports when the date is stored as a frikken string? And before you say anything, Crystal does not recognize the "<from_thismonth> command (at least if it does I can not get it to understand it). Considering how well
Reply email not appending to request
When a user replies to a request from an email client (webmail/outlook), it does not append the conversation to the ticket. If they reply from helpdesk interface, then it appends to the ticket. RE: [Request ID :##74##] : monitor has streaks <-- is the subject line in the reply. from my understanding, this should work?
ServiceDesk Plus fails to send any e-mails
We have a fresh copy of ServiceDesk Plus installed on a server here and for whatever reason this install will not send out any e-mail notifications. We've done all the tests to ensure that the server can create a connection to our exchange server via SMTP, but nothing is going out. Checking the Logs on the SMTP server there is no connection even being attempted. Wireshark was installed to the system to try to see if the connection was being attempted but just failed to write to the logs; nothing
Deleting Groups under the Default Settings
Hi team, We have renamed some of our Support Groups and would like to delete some of the support groups that are no longer in use that's under the Default Settings. I've checked all requests and no tickets are posted to the old groups. Actually, these old groups have been renamed already, and requests formerly posted to these group's names have been automatically moved to the new support group names. But in the Default Settings, the old group names still exists. Can you advise
2 features - how to track?
Hello, I found two useful feature requests, but I do not know how to track them... Here they are: https://forums.manageengine.com/topic/how-to-make-the-requester-can-t-see-the-conversations SDF-41170 https://forums.manageengine.com/topic/no-group-assigned-when-pick-up-or-assign-to-are-used-in-request-module SDF-23379 Googling by Feature request ID bringing me back to the posts, and I do not view this number in Feature Factory -> Feature List. Please help me - how I can view the progress status of
Approval for the Request
Hi Team When a request is approved/rejected by manager / TL someone, it send a email as Action taken on approval sent to <approval email id> to support ticket system and not merge automaticaly to that corresponding request. it create as a new ticket. normally it should merge right?. Please help on this how to configure it. previously those mails are correctly merged with request, last 2 weeks only it is happening. Thanks Mani Sundaram
SEARCH
Good day All, My topic is about the search. 1. I wanted to to search about the search issues in this forum but don't know how. 2. Main issue. Search in requests will target only the subject and description ? (Need a confirmation) If yes, then you need to think of having this search also on the fields in the service catalog templates, Manual searching for specifice details in the templates will be very difficult, and in most of the cases using normal request with all required in description
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