Archiving Data?
Good morning, Is there any easy way at the moment of creating an archive of old data? We have been using the software for about 7 months now and I'm looking at how we can archive off some of the data to improve the response on the system as if you are viewing or queering the full table it takes a while to bring the information up? If this is not on the wish list can it be added as the more use of the system the bigger the files become which has already started to cause a slow down? Thanks
Master-Slave Function for Issues
Is there a possibility to create master-slave issues? Or o create a Sub Issue from a Main Issue?
Can external actions be initiated via SD+ events?
We have a need for SD+ incoming tickets from a particular category or queue to initiate outside events that will eventually result in outside interfacing with the MySQL database on the backend. We have a developers bug tracking database that currently requires too much duplication of effort/manpower when someone submits a bug request through SD+, and we have to duplicate some of the effort in this entry into another database. Right now, the scope of external events seems to be the generation of a
Default Request Template Manditory Fields
I want to be able to make anything I want a required field in the default template. I want to be able to make Subject, Description, Asset, Site, whatever a required field. In 7404 the subject was a required field. I saw in the 7405 notes that a listed fix was "SD-14185 � Description field cannot be made as mandatory field in request template." I installed the hot fix and now not only is the description not able to be made into a manditory field (it couldn't before the fix anyway), but not the subject
Request Type Field
Somehow from 7/25/10 around midnight I know longer have the Request Type field as an option. All of my forms are missing this field and you cannot add it when creating a new forms, it's not in the add fields list. The previous tickets do not show the field either but I have the email alerts when the tickets were created over the weekend and they have the request type entered. If I create a report the request type is not listed. It seems this field has disapeared frm displaying but the data is
Reports and Dashboards
I would like to see dashboards and standard reports that follow HDI industry recommendations for metrics and KPI's built into SD+. i.e. First Call/Contact Resolution, requests/ticket aging reports, etc. Thank you Bonnie
UX improvement in adding item to the inventory
UX improvement in adding item to the inventory
Robo Technician
The Robo Technician feature in the V7 demo is very interesting. Could save us much time. There is one aspect of this though that I cannot get my head around: If a requester is needs their Active Directory password reset then how do they - make a request via Servicedesk or email - receive the new password via Servicedesk or email ...when both of those services are accessed via their AD account ??? I'm missing something but not sure what....
installing Manage engine Service Desk 7.6
hello everyone, i had a manage engine service desk 7.5 installed on windows 2003 server. i decided to configure on a new server (Windows 2008 or 2008 R2 server) Manage Engine 7.6 version... my questions is next: 1. how compatible is Manage Engine Service Desk 7.6 with Windows server 2008 / 2008 R2. i was watching online tutorials and in requirements page there is only XP and 2003 server. 2. can i export those data which were entered on 7.5 to 7.6?
SQL Query and group by
Hi, I was wondering how to group the report data under group headings like we get by using - "Step3 - Select a column to group by", when using SQL query instead of report creation wizard. We are using SDP version 7509 with MySQL DB My SQL query looks something like: SELECT aaov.NAME "Site",workstation.WORKSTATIONNAME "Workstation",resource.ASSETTAG "Resource Tag",resource.SERIALNO "Serial Number",LONGTODATE(resource.ACQUISITIONDATE) "Acquisition Date",product.COMPONENTNAME "Product" FROM SystemInfo
HI..
how to add a technician in "free version of manageengine service desk"
DataBase Parameters
Hi, I would like to know in wich conf file can i see which kind and where's the DB the software it's using currently. Thank you.
Firewall Windows 7 & scaning PC
Hello all. I need help in configuring firewall windows 7 for scaning PC in domain windows. Firewall off - scan is saccessful. Firewall on and set open state for any port and any protocol from local area network - "No response received from workstation. Probably the workstation might be switched off or does not exist". Help me, give me, please, detailed instructions on configuring firewall and security policy! Thanks.
Patch 7609 - Fixes contained?
The release notes for 7609 seem a little sparse for fixes this time. I was told that SD-29060 - system hanging/not collecting emails was to be fixed in this release and doesn't seem to mentioned. Are the release notes light at present to be filled out when the official annoucement appears here ( found by checking ABOUT in SDP and then going to manageengine site ) or is there another service pack due very soon to fix the very pressing issues! Thanks, Andy
Hotfix 7609 Released
Dear Users, A Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Enhancements in 7609 SD-23982 : E-Mail CC option while creating a request into servicedesk has been included. This will be set through webform / api / email parser. SD-26402 : Multi app rover for the Purchase order has been implemented.In which all the PO approvers has to accept the po to get approved.If any one of the approver
SMTP Settings - Not Sending Email
After a bit of troubleshooting, I was finally able to get the incoming email settings correctly configured for ServideDesk, but I've failed to get the outgoing mail settings correctly and SDP isn't sending out replies or notifications. I'm running Windows Small Business Server 2008 with Exchange Server 2007. I've tried everything I can think of - including altering the mail server name, using authentication, etc, and nothing I've tired seems to work. I've checked the Firewall, but I don't see anything
Adding New Product in Purchase Order Fails to Load
I opened a new PO to order some new software. I click on the little button next to the Product's drop down which is supposed to pop up a window to add a new software. However, instead, I get the "Loading Please Wait" dialogue that never compeltes (see fail1.jpg). The other add buttons seem to work properly (add vendor, add shipping address, add billing address). It also doesn't matter what vendor I have selected. I even tried creating a brand new vendor (Test Vendor 1) and was still unable to
Tasks
When a task is assigned to a group only, and no technician is selected, where do these Tasks appear? On the "My Tasks" panel of every user, only the managers, administartor?
Request information of merged Request stay in database?
Today I struggled a little bit with deleting Sub-Categories. Of course I figured it out, and I was also able to mass-edit all Request who had the "old" Sub-Category asssigned. However, ServiceDesk then still said, that the Sub-Category I wanted to delete is still used by "another module". I switched then into the Database (MSSQL) and searched the WorkOrderStats for the affected Sub-Category ID. It turned out, that we had some tickets that obviously had assigned thit Sub-Category some time ago,
Date selection popups: it should be possible to specify Monday as first day of the week
I'd like to see an option in the Admin-Panel, where I can define "Monday" to be the first day of a week for in Date selection popups. It happens quite often, that out of behaviour, our technicians open a Date selection popup select the first row - thinking of that it's Monday. But as of now, the first row is Sunday.
Change / Asset Report
Hi, How can i create a report which details all the changes for the last year but have the 'assets involved' included as a column? I can't seem to find it anywhere. THanks John
thin client scan problem
Hi We have hp t5540 thin client. it is not scan whit successful. the error mesage is Connecition to RPC server in the workstation failed. I try wince update and install wince addon but it is not successful. how can i scan this.
Import access database
I am currently running this helpdesk module http://www.liberum.org/ I would like to import my current access database to Manage Engine ServiceDesk Plus. Can you provide some steps to do it? thanks
Field "Department" in Technician details too short
I realized that the dropdown menu "Department" in Technician Details is way too short, in order to read the full Department name and also the Site that department is attached to. Is there a short term fix I could apply myself (increasing the menu-size on the HTML page?). Because this makes it really unhandy to assign department to Technicians. The field should be at least as large as when you view the details of a Requester - there the size of the dropdown is quite OK. Thanks, Oliver
Embedding the Self Service Portal?
Hello, Is there a way to embed the Self Service Portal? For example, on our Intranet, we'd like to have a link to access the Self Service Portal, but when user's click on it, we would like the Self Service Portal to show in the right content pane, in other words the Top header and Left hand pane of the main Intranet site would stay the static showing our Intranet site resources and links, and the content would be the Self Service Portal? Make sense? I added an image of what I'm referring to.
Crystal Reports Integration with SDP
Hi Team Is there a way to export existing reports to Crystal Reports, modify/create and import custom made reports from crystal to Service desk so that anyone with right in Service desk can view them?
Retrieve archieved requests
Is it possible to get accidently archieved requests back to active queue without restoring whole base from backup?
Domain Scan with VLAN
Hi, I've a VLAN network in my domain. I've installed the SD+ into VLAN 1 and all the PCs are in VLAN 2. The domain scan is unable to scan machines in the different VLAN. When I move the PC to the same VLAN as the SD+ machine, it manages to scan successfully, meaning the I got the PC settings right. What ports do I need to open to allow scanning across VLAN? This is the error message I receive when I perform the scan, "No response received from workstation. Probably the workstation might be switched
Asset Scans - Last Successful Scan
I would like to recommend adding Last Successful Scan info along with the last scanned info for a given computer. Currently it tells me 'Last scanned Jul 17, 2010 12:15PM Scan Status: FAILED' Ok, but when was the last SUCCESSFUL Scan? 2 years ago? 1 day ago? I would like to see as follows: Last scanned Jul 17, 2010 12:15PM Scan Status: FAILED [Scan Now] Error: Either no response received from workstation. Probably the workstation might be switched off or does not exist. [Troubleshoot] Last
Auto Logon Feature Doesn't Work
Hello, When we have users access Manage Engine, the system isn't logging them on automatically based off of their stored credentials. It used to do this versions prior, but since we've been on this latest version, it doesn't work anymore. We always have to type in username and password. Any advice? Our version is Your Version : 7.6.0 Build 7605
Separated groups of categories of solutions
Is it possible in the future to indicate if a solution-category is visible for the requester or not, just like notes. Example : All technician's use diagnostic programs, monitoring programs, etc. So it is not advisable that all those categories are available for requesters to have in their tree (because the solutions-category list will be very long) Thanks for your advise
Searchable Notes in SDP
We would like notes to be searchable. There is much valuable information that our technicians provide via notes and we need to quickly be able to locate certain requests. Please let us know if it is on your roadmap. Thank you.
Workstation ownership and statechange report
Asset Name Serial Number Service Tag OS Name Site Model Resource State Department State Change from date State Change To Date MYSQL: SELECT workstation.WORKSTATIONNAME 'Asset Name',resource.SERIALNO 'Serial Number',workstation.SERVICETAG 'Service Tag',osInfo.OSNAME 'OS Name',aao.NAME 'Site',workstation.MODEL 'Model',state.DISPLAYSTATE 'Resource State',deptDef.DEPTNAME 'Department',DATE_FORMAT(FROM_UNIXTIME(rsh.STARTTIME/1000),'%d-%m-%Y %k:%i')'State Change from date',DATE_FORMAT(FROM_UNIXTIME(rsh.ENDTIME/1000),'%d-%m-%Y
Asset reports
Complete router information : Resource ID Resource Name Product Name IP Address Personality State Cost Acquisition Date Expiry Date Warranty Expiry Date Resource Tag Resource Serial No Bar Code Vendor Area Site Location OS Type OS Version Cpu CPU Revision DRAM Size NVRAM Size Flash Size Config Register Processor BoardID Interface S.No Interface Name IPAddress Speed(Mbps) SELECT ru.RESOURCEID "Resource ID", ru.NAME "Resource Name", pro.COMPONENTNAME "Product Name", ru.IPADDRESS "IP Address", ru.PERSONALITY
Asset Import Scripts (Saved mappings) Where are they?
I am curious if anyone else would like the ability to save/retain the mappings used when importing data... We regularly add new assets to our inventory and retire others, usually in "batches", which can be as few as ten or twenty or as many as a thousand or more assets. The ability to save the mappings (as scripts?) would greatly expedite the process since (in our case) virtually every data load/update makes use of the same (for a given type of asset) data format. In addition to expediting the
Custom View Errors...
I have been having this problem when ever I attempt to create a custom view (regardless of private or public) where it keeps adding the completed time constraints that I don't want. So for example, I created this view to look at all requests for a specific technician or unassigned that are not closed or resolved. When I look at the view, it keeps adding the additional time constraints that I did not ask it to do.
Need a detailed software report
I am trying to get a software report that provides me the following information. 1. Software title (I actually only need this report for one particular peice of software) 2. Software version (there are several version installed on our network) 3. Workstation software is installed (just the asset name) 4. Requester/technician workstation is assigned to 5. A distinct count of installations. (meaning if I as a tech had 4 computers and this peice of software is installed in each computer, I want it to
Access to groups when logging a ticket
Hi Would it be possible to allow only business users from certain AD groups to have access to log ITSD requests to specific service desk groups? I.e. the group only appears in the drop down if you belong to a certain AD group? Thanks Brent
resolved time in request report
I want to a requests report with resolved date. How can I do tihis? there is no this choice in the custom report.
Response timing calculation
I was assuming: created date = time Customer logs a request; responded date = time when the ticket was first updated by Service Desk. I noticed my "Created date" and "Responded date" are of equal values. How can i calculate response timings?? Appreciate the help in advance
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