I have a problem with email configuration.
I'm implementing a new project at the company. For this reason i was a software with characterics similars of servicedesk. I have been testing this software. i'ts amazing. But i have problems with the email configuration. The server can´t communicate with software. Greetings. Denisse
bookmark requests ...
Hello as a coordinator or an ICT manager, it would be very interesting to be able to bookmark some requests in order to observe the progress of the request. Marc
How to handle people who rotate on call?
We have a number of situations where we would like to assign certain work orders to different people based on a schedule. Has anyone discovered a way to do this?
Billing and Project modules
I was told by AdventNet a while back that there would be Project and Billing modules implemented this year. Is there any news on these features as for us they would be extremely useful? Thanks for your time.
Ability to add graphs to Query reports
Could you look at the option of tying in the graph module with query reports. It would be so good to be able to create a custom report of various stats by month and then be able to show them in a graph WITHIN the application. Appreciate this is probably a big ask, but don't get anything unless you ask and atleast there can be an assessment of priority and demand for this as well. Regards, Andy
View Request CC
In many of the email requests we receive in SD+ have other people as CC or BCC. It would be nice to be able to view that information by default. Now we can only check that information by clicking "reply" and check if SD+ is using the CC field. Sometimes there are CEO's and even people that matter as CC. /lakend
Assign Asset with Business Rule
Is there a way the business rule can assign an asset? This could be very handy when e.g. a printer sends an e-mail to servicedesk with the error message. This printer could be automatically linked via the asset to the problem. At this moment, this is still a manual action creating time.
Can Not Scan Inventory
When I Scan workstation using IP it gives following error:- FAILURE :Database exception while discovering workstation. Please report the problem to the system administrator, with the Error Code - 1,163,246,398,808. In network scan it also doen not add any inventory. I am using RED hat enterprise 4.0
Disable automatic e-mail -> ticket convert
Accordingly FAQ http://www.manageengine.com/products/service-desk/faq.html#RequestCreation3 all new e-mail without tracking number converts to ticket. How disable automatic convert ?. But SDP must continue fetch e-mail. Is it possible ? Thanks in advance. BR, Basil
Change Service Account Password
We need to change the ServiceDesk Plus Service Account Password. Can anyone tell me where I all need to change this password to make sure that ServiceDesk Plus continues to work as needed.
Report on Notes
Hi, Is it possible to run a report on technicans to see how many notes they have updated during a set time period. Thanks
userdefined views
I'm not getting along with those userdefined views. The result is always wrong. I think my filter gets interpreted wrong, braketing would be helpfull... The filter should look like that Technican is not "2" AND Status is not "closed" AND subcategory is not "xyz" Has anybody an idea?
Sample HTTP request
How can we send a http request programatically via our application without user interaction? Is there any sample available to create a request?
Problems Pasting Text to a Solution
Hi, Whenever I copy/paste text into a new Solution, when viewing the list, the 'preview' shows as follows - <!-- /* Font Definitions */ @font-face {font-family:"Tms Rmn"; panose-1:2 2 6 3 4 5 5 2 3 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-format:other; mso-font-pitch:variable; mso-font-signature:3 0 0 0 1 0;} @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-pitch:variable; mso-font-signature:-1610611985
Update Ticket by e-mail
Hello, I have to build the following flow: 1. requester open a ticket 2. First level take in charge the ticket and scale it to second level if cannot work it 3. second level manage the ticket or scale it to an external entity if cannot work it 4. second level resolve and close. At point 3, I create a Status called "Escalation" that freeze the time and wait for external work (provider group has the ownership, like HP, IBM and so on), this status generate an e-mail to external entity. Is it possibile
Just a question..! Urgently
Can i change labels, textbox and others web element, like add combobox or something??? where is htdocs folder ?? thank for the help!!
What query is <No. of Replies sent to Requesters>
In the supporttab of SD+ there is an part called : ServiceDesk Application Status Check In this part you can chose <No. of Replies sent to Requesters>. What is the query behind this list? Best regards, Mark Flothmann
Ability to add to work log from a task
I have not seen a way to do this currently and thought it would be a great idea. In our organization the ticket owner can of course create tasks and assign to other technicians. The way it is now that technician has to open the ticket to be able to add to the work log. It would be great if that technician could open up their task and be able to append to the tickets work log directly from the task.
Adding Software As Product - Minor Version Doesn't Display All Items
Going into the Admin section to add a product for a PO (because the PO add product is broken - see my other recent ticket). I'll use the example of VMware Fusion 3 for this. I opened up the product details window to add the product. Selected "Software" as the product type. I go to select the minor version (which is stupid in the first place, but unfortunately is required even for new software that you've never used before). However, even though we have an earlier version of this software on
Solution search functionality
I am having an issue with the solution search in SDP. I have a solution for how to VPN into the college network. The keyword for the solution is simply VPN. If I just type VPN in the solution search, the solution is found. However, if I type "How do I VPN into the college network" into the search, the solution is not found. I would think the solution would be found regardless if typed just VPN or an entire sentence that contained the keyword VPN. What are your thoughts/experiences? Thanks.
directly connect to devices using telnet or ssh and ping devices from Asset View
Hello 1) it would be very usefull to connect directly to network devices (like switchs and routers) via telnet or ssh by clicking on an icon (one for telnet, one for ssh) next to the assetname 2) for debugging purposes, it would be extremly interesting to be able to launch a ping towards the device by clicking on the IP-address of an asset. Best regards, Marc
Workstation Scan Failed "No response received from workstation."
Hi everyone, we have installed ServiceDesk Plus 7.6.0 Build 7605 and the Workstation Scan does not work as dependable as expected. I encountered the following Error Message on serveral Machine FAILURE :No response received from workstation. Probably the workstation might be switched off or does not exist. I tried the following on a single Workstation (WinXP): - Open Port 7 TCP (for ping) - disable Windows Firewall - Run the Script from this Thread: http://forums.manageengine.com/#topic/49000003531092
Address Display Format for USA
Is thier a way to modify the address setup? right now if I print a PO or view an address within the SD Plus its; Street, city, Zip, State Can we modify to refect the US addressing scheme of; Street City State ZIP
Update request by mail
Hi, I need to allow some customers to update Request by mail (Status and Description fields). There's some way to do this? thank you all, SL
Dashboard
I was wondering if there was a way to add extra request filters to the dashboard? I would like to be able to filter open requests by the technician they are assigned to rather than just my own - is this possible? Thank you for your help.
Hyperlink in email to request is not working
When we generate an email notification to a technician with an embedded link in the email to the specific request we get an error message because the beginning portion of the hyperlink is being repeated. Here is an example: http://webserver03:8080/http://webserver03:8080/WorkOrder.do?woMode=viewWO&woID=452 I have try changing alias url but it won't let me leave it blank and anything else in there causes this error. Currently the alias url contains webserver03:8080. Thanks in advance for your
how to add software license to request as linked asset
1. We have our SD+ software registered as software license (thus asset). 2. We have this software linked to the server it is installed on and it is scanned. 3. I want to create a new request linked to this asset (in casu this ManageEngine software) but cannot find this in the list of assets while entering a request. Am I doing something wrong here or is this a issue which requires a special workaround?
Cannot fetch email from a free email account, please help
I have configured email server settings in the latest version of ServiceDesk Plus and started fetching email. However, there are no email messages appearing anywhere. I am wondering where I should navigate to in order to see fetched email messages. Also, please let me know what free email accounts this application supports fetchmail for. I have heard ServiceDesk Plus cannot fetch messages from a gmail account and my company needs to find another free email account. Thank you
how to activate a deleted user?
Hi I have a requester who was working for us until 2008. Now, in 2010, he has been engaged again. When launching an SQL request SELECT `USER_ID`, `FIRST_NAME`, `MIDDLE_NAME`, `LAST_NAME`, `CREATEDTIME`, `DESCRIPTION` FROM `aaauser` all the delete users are listed. In the table aaauserstatus, all users (even the deleted ones) are in status ACTIVE. How can I activate his user account in SD+ instead of creating a new one? Thanks, Marc
Turning off email requests
Hi, We are using ServiceDesk Plus 7.6 and currently have the users going to the website and opening the requests. Well, some people know that if they send an email to helpdesk@company.com it will auto create the request. We would like to disable that feature to force the users to sign in to the web form. Is there a way to turn that off without compromising the reply feature when the users are answering questions to already opened requests? Thanks
Ticker/announcement for Requester
Is there anyway to show announcements in the requester part of the Service Desk? Eg we have an externally hosted exchange solution, which has its issues, so when a user goes to log a call via the service desk area, they can see via an anouncement or ticker that IT knows there is an email issue currently. Thus less duplicate calls . thanks
Multiline Additional Fields for Assets not showing correctly.
When I add Multiline Additional Fields to Assets they don't show up as multi line in the create/edit asset page. This is my additional field: It contains 4 lines in total: Fahrzeug Nr.: Fahrer Nr.: Cadis User: Barcodes: This is data I only need for our scanners - so I don't want to waste Additional Fields and make each one it's own field. This is how it looks in add/edit asset page: Scrolling doesn't work either. The problem is the way SD+ renders these fields: <td height="20" align="left"
Unable to delete departments in Servicedesk
I am trying to remove some old departments but it is not allowing me to delete them. I am getting error saying that they are still in use and cannot be deleted. I have gone through and run the database queries that are supposed to remove them but I still cannot get rid of them. I ran a report to find all of the requests still using those departments and deleted them and I am still unable to remove them. Please help. Thx
Error message when trying to restore to MSSL DB
I'm trying to move from mysql DB to mssql accorging this support note : http://www.manageengine.com/products/support-center/mssql-configuration.html When I start the restoreData.bat script, I get an error after a few time : Unable to restore database : Violation of UNIQUE KEY constraint 'SoftwareList_UK1'. Cannot insert duplicate key in object 'dbo.softwarelist'. I have tried to setting up SD+ on an other server an restore my backup using, same message. I guess there is something wrong in my current
Manually Asseting Software to System
Is there a way to manually assign a software license to a system? There are some systems that are either 1) unable to be scanned by ServiceDesk or 2) the software on the system is unable to be detected. This causes a problem when we need to know what system is using a certain purchased software. For instance, one product that we purchased is a plugin for another product. There is no way for ServiceDesk to pick up on the installation of the plugin, so the software shows as not installed even though
Changing Default Home View
When you first login to Service Desk Plus, on the main Home tab, in the right hand frame there are two tabs: my view and global view Under my view, it lists tasks, requests summary (overdue #, pending #, due today #) and announcements Is there any way to simply make the requests summary actually list the requests? The overdue, pending and due today are really not helpful and slow down my technicians. We'd all like to simply be able to view the requests the moment we login instead of having to click
Software license reports
Please find the Software license reports below . PURCHASED VS INSTALLED : 1 Site based : Software Manufacturer Type Category Purchased Installed Max Used Site SELECT Max(SoftwareList.SOFTWARENAME) "Software",Max(SoftwareList.FILEVENDOR) "Manufacturer",Max(SoftwareType.SOFTWARETYPE) "Type",Max(SoftwareCategory.SOFTWARECATEGORY) "Category",COUNT(DISTINCT(SoftwareLicenses.RESOURCEID)) 'Purchased',COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' ,COUNT(DISTINCT(MaxUsedSwInfo.SOFTWAREINFOID))
All my assets are marked as workstations
Hi I have scanned our network to have a full list of all our network attached devices. However alle assets are marked as "Workstations" (also printers, switches and more). How do I change those to the right type? Kind regards Laurids
Requester cannot close request through email
Hi, I tried to send an e-mail to close an already open request but it creates a new request. In the error log, I see it says that the Requester doesn't have permissions to CloseRequest. The contents of e-mail contain the following @@OPERATION = CloseRequest@@ @@REQUESTID = 54@@ @@TECHNICIAN = administrator@@ @@REQUESTER = administrator@@ Please let me know if I'm doing something wrong and what is the correct way to do it.
Wrong German translation in the Request Approval form
We realized - due to complaints of users - that there is a mistake in the German translation in the Request Approval form: In English, the request can be "Recommended" or Rejected" via radiobuttons. In German, the first button "Recommended" is wrongly translated into "Aktion". It sould read "Zustimmen" / "Freigeben" or something similiar... We are using ServiceDesk Plus 7.6 Build 7608. Is it possible, to fix such translation mistakes ourselves? If not, I'd rellay appreciate to see a fix for
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