Hotfix 8003 Released
Dear Users, An hotfix over 8000 has been released. Please refer to the below announcement link to know about the details of the hotfix release. https://forums.manageengine.com/#Topic/49000004524037 Thanks & Regards, Srikrishnan ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
ServiceDesk Plus giving browser login prompt
Running ServiceDesk Plus 8.0.0 8002, the latest. Been having a problem for a while where everyone is prompted with a login popup prompt when they go to the ServiceDesk login page. It's a basic browser prompt, looking for a username and password, and it will not accept anything thats entered. However if you click cancel on it, it goes away and loads the ServiceDesk login page where you can then log in successfully. Spoke with ManageEngine support about this, who had me add the ServiceDesk URL to
Adding to list of service Packs and Hotfixes in Asset/Software
Can you advise what process is used to add hotfixes and service packs etc to the SERVICE PACKS section within Software in Asset Management? Just scanning through and Windows XP SP3 isn't showing as a Service Pack, just showing as unidentified item after a software scan. V7605 and MS SQL backend. Thanks, Andy
SDP 8.0 released
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus 8.0 SDP 8.0 can be downloaded from http://manageengine.adventnet.com/products/service-desk/download.html Existing SDP customers can move to the latest 8.0 version by applying the migration pack available at http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_7_6_0_SP-2_0_0.ppm Existing customers, kindly note, that upgrade to 8.0 can be done only over 7611. Customers in earlier builds
Identifying & scanning ThinClients as workstations
Hi there We recently moved from normal Windows workstations to Linux based ThinClients that connect to Citrix servers. Now - as already mentioned in this very old post: https://forums.manageengine.com/?ftid=49000002663641 - we have the problem that those workstations get only identified with their current IP, but cannot be scanned more detailled (it throws a connection error). I also cannot add all details to such a workstations, because SD+ will add the same workstation again as soon as it is deteced
Assigning Assets to a workstation does not work properly within a particular Asset
We discovered that in SDP 7.6 (Build 7611) there is still an issue that has been there since 7.0: When you are in the Edit-view of an asset and make an assignment (In use...) to a Workstation, the "Associated to" Name & Department are not properly saved! The workaround is, to make the assignment of an assets to a workstation (In use...) in the Asset overview list. But this takes more time to get to for every asset. See the screenshots below for clarification of what problem I refer to: Step:
Error in scan Pc Core i3 in the report is a Pentium II !!!
dear. I working with 8002 when I do the scan network a computer having processor i3 in the show report a pemtium II why this happens?
Disappearing Asset information
We are currently using ServiceDesk Plus 7.605. When we dispose of computer assets, we mark them as disposed, and move them to a Non-IT asset category (example: HP Desktop - Discarded). We do this so that ServiceDesk does not try to scan those assets, and for better organization. When we move the records, we use the "MODIFY TYPE" feature. When I ran a report of the discarded assets, I found that the machine information (serial numbers, hardware info, etc...) was missing. The only thing that remained
Force backup _after_ an upgrade?
It would save some grief if the updater forced a backup of the data after the upgrade as well as before it. Once you've upgraded, any old backups are useless without reinstalling, and it would be good to have at least one working backup immediately.
User Reply to Request Does Not Include User's Reply
Good Afternoon, When a user replies to a request, I want to be able to see the user's reply in the email without having to go to the web interface. Currently, all I see is the original ticket description. This is very unhelpful. This is the template currently used when "when there is a new reply from the requester": Request Title : $Title Created by : $RequesterName Description : $Description Click for details : $RequestLinkPlease let me know how I can accomplish this. Thanks. ~James Murphy ServiceDesk
SDGuest
All the requesters that i imported from active directory have SDGuest as their roles..i would like to edit this file and change it..so that the users can only view an incident..i dont wan them to add or edit it in any way..please let me know how i can do this
SD Version 8, notification rules issue, reply from the requester.
Hi, we updated from version 7 to verion 8 latest build and since that change we are experiencing an issue with one of the notification rules: "Alert(or Notify) technician by e-mail when there is a new reply from the requester." The email is sent out to the technician correctly, so that acutally works, its just that the content is not correct. The actual reply message is not displayed in that automated email. The only thing which we can see is the original message (request/incident) but not the reply
backupdata.bat not working....
Looking to migrate from mssql to mysql and move to a new server, my SD+ installation generates this at the end of running backupdata.bat on my server. SDP 7.5.0 build 7509 File added to zip ..\inlineimages\WorkOrder\5609\0.jpg File added to zip ..\inlineimages\WorkOrder\5759 File added to zip ..\inlineimages\WorkOrder\5759\0.gif File added to zip ..\inlineimages\WorkOrder\5814 File added to zip ..\inlineimages\WorkOrder\5814\0.gif File added to zip ..\inlineimages\WorkOrder\6315 File added to zip
Hi Sir,
I have a important question,can i change Ticket ID Number to start from 10001, if i can i wan to to migrate my old system on my office to Manage Engine SD,but the ticket ID must begin at 10001..Please need your answes. Many thanks
Work stations Inventoried
Have a question. On the asset summary it shows total workstations 73, total assets scanned 73 however it shows total workstations inventoried 72. I found the system, what should i do with this machine? Scan again or is it something i can edit on this pc information.
Assets
after scanning the network addresses of all ip in range added as workstations
Java CPU 100%
Dear all, we have a problem with SD7 Plus, the Java services use 100% CPU. I found a previous topic, regarding to add the following line in the wrapper.conf wrapper.java.additional.15=-Duser.language=en wrapper.java.additional.16=-Duser.country=US But nothing change, any idea ????? Thanks Lorenzo
ServiceDesk PLus v7.6 - Request Numbering issue
We are currently in the evaluation and testing stage of implementing ServiceDesk Plus. I have noted that whenever a customer replies to an email sent from a request, that a new Request ID is allocated to the original request, and consumed. This means that at the top level view of all Service Requests, the numbers do not follow a sequential order. That is, we see a list of requests with numbers like - 1, 2, 3, 5, 8, 12, 13, etc We would prefer that replies to request emails are not allocated
SDGuest role modification
There is a mandatory role that is assigned to requesters. Can this be modified? If not, can a new role be assigned to requesters basd on the SDGuest role? This is very important as we are an MSP and and are planning to use SD+ (still in eval with other servicedesk solutions) to allow access to our clients. The biggest hiccup right now is the roles piece
SMTPs problem
Hi to all, we are migrating our messaging service but i have problems with SMTP configuration. This is the log that i found. The same client configuration on thunderbird works flawlessly. Any idea? Thanks Enrico [13:36:12:563]|[05-31-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[46]|: Exception while trying to send notification for Request ID : 14940|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1162)
Requesters process a purchase order
WOuld it be possible to have requesters initiate a purchase order through the system?
Multiple Request Forms
I see this was brought up a few years ago in the forums, but no mention of it recently. Is there any way that we can create multiple different request forms? I am still testing on Version 6. Thanks, Marc
Scanning assets of the ISA server
Hello assests managements scan all pc and servers, however it can scan the isa server 2006, i have allowed full access from the service desk server to the isa server and from isa server to service desk server. Yet i get RPC error. The logs does not show anything denied. on the ISA server I logged into safe mode with networking thinking it will work but no. I did notice that i could not ping this machine when the ISA services were stopped, but when the server is booted normally i can ping when the
Report from the System Log
Is it possible to write a query against the System Log? I'd like to be able to see how many times a specific person has deleted tickets. Currently running: 7.6.0 Build 7610 Required fields: Action = Delete User Module = Request, Change, or Problem Time of Occurrence (also want to be able to limit this to all tickets after a certain date) I'd like to be able to target a specific user, and also be able to see all users who deleted tickets. Thanks!
New Requests and Assets
Having an issue where all new requests are auto-assigning assets. I would like to have the system default to no assets rather than every technician having to manually touch every call to change asset to none. Joe
Approval status
Hello! Is it possible to translate approval statuses from English to other languages?
Customizable SDGuest or new role to associate to requesters
Hello, it could be really good to add a role (if not possible to customize the SDGuest) for the requesters to give them the possibility to reply to requests via web interface and NOT only via email. At the moment the solution doesn't give the possibility to edit the SDGuest role and is also not possible to add a new role and associate it to the requesters. Let us know if this can be done. It's really important to give the possibility to the users to reply to requests via web NOT ONLY as NOTE and
Use of Description field for Category / Sub-Category / Item
In 7.6.0, is the Description field associated with the Category / Sub-Category / Item ever visible to anyone outside of the Admin module in SDP? I'm trying to figure out if it is worth the effort of maintaining the description. Is it visible to Technicians at any point? What about Requesters? Do the answers to these questions change in 8.0? Thanks!
how to add Contract info to an asset record.
After an asset is scanned initially, I'd like to go in and add extended contract information to the record and don't see how I can edit or add additional information at that point.
ServiceDesk Web Client on Server
Is there any way to stop the Web Client from starting on the ServiceDesk server after a reboot or ServiceDesk service restart?
Assets - Software Problem
I just started working with the Manage Engine Service Desk Plus Tool. In my company we made a scan over all the workstations and also the software. Until now I changed the type of scanned Software from unidentified to managed. after I did this I chose a Software folder and chose "associate minor versions" to pick the changed software and insert it. (for example: a new scanned showed me adobe reader 8.1, I set it to managed and after that I chose my already existing software Adobe Reader and inserted
Asset still shows as being assigned to user
Hi, After changing an item to be back in stock, it still shows it as being assigned to a user although it's status has changed to be in stock. This never used to happen and is now causing confusion Regards Neil
Due by Date/Time Mismatch
Hi ServiceDesk Team We have configured Operation Hours and SLA for our SDP. This is our working hours. This is our SLA. This is our list of current tickets. As you can see in the red rectangle, the created date to response due is 8 hours and response due to resolve due is 8 hours. But 8:30 am to 5:30 pm is 9 hours. Thanks. Isaac ME Tech
History of Tasks within Requests
I have templates for new hires and terminated employees that have 4 tasks associated with them. I cannot track the history of the tasks. I can only view the status of the tasks and notes, but I can't tell if someone else closed the task other than the assigned technician or added notes, etc.
Reversal of Closed Purchase Orders
We received goods, paid for them, and then they failed. We have returned the goods to the supplier and received a Credit Note, but cannot reconcile the original PO to resolve this.. Anyone got any ideas of how to resolve this ??
How can i create a report about: process time in Service Desk by sql command
I want to create a report processtime in service desk by sql command! This is report form i want: - RequestID - Description - Processtime by formula: processtime = resolved time - created time - onhold time But i don't know how can i create it! Please, help me! Thank & best regards! TuanLA10
Support Tab
Hi. I have just got the problem where when clicking on support the page that appears is blank. Can someone please help Thanks martin
Java.exe consuming 100 % of CPU - SD version 7.6.0 Build 7604
Hi, We are running SD 7.6.0 on a dedicated server with 2 CPUs and 2 GB RAM. The db is on a dedicated MS SQL 2005 server. In the last couple of days I noticed that java.exe uses 100 % CPU and stops SD from working. Just gets inresponsiv. Even restarting the service or the server had no effect. In no time java.exe is back to 100% and stays there. Hope someone can help me to solve this issue. Thanks and best regards, Markus
java.exe 100% CPU usage - SD version 7.6.0 Build 7604
Hello, We are running SD on a dedicated machine with 2 CPUs and 2 GB Ram. Was working fine for a while. But in the last few days I noticed that the java.exe consums 100 % of CPU and so SD becomes unresponsive. A restart solves the problem for a while but the sooner or later java.exe goes back to 100 % CPU utilization. Anyone an idea why this is happening and how to solve the issue? Thanks and best regards, Markus
Merge request with newer one
Hi, I like to know how I can Merge a old request with a newer one. And is in the new version it possible to link requests, so that if a request is solved all people will receive an email. and that all request can be shown to the requesters.
Next Page