Users can't access Solutions
After an upgrade to 7603 the users (requesters) can't view or search for Solutions. We do not want to open for solutions on the self-portal for non-logged in users, so altering the default self-service portal is not an option. Is this a bug or a configurable feature that is somehow hidden from the "Admin" page?
Query on requester conversations
In which table would I find all requester conversations for a workorder? I need to be able to report on this. Thank you.
can i change the date format in sdp
Hi, All date shown in sdp 7020 is like "06 Aug 2009, 12:03:45", is there somewhere i can change the format of date? you know i am in asia, people here does not think this type of date very friendly, someone even does not know what Aug means. I guess SDP is coded in Java, so i donot think this is a big issue here, i remember there is java class called Local just to deal with this kind of issue. the ideal date format for me is sth like 2009.8.06, 12:03:45, or to be better, with chinese or korean
Tech Availability Chart must be controllable via Role permissions
As mentioned alread in this thread, it should really be possible to control via "Roles" if the "Tech Availability Chart" in the Scheduler is visible or not. This should not simply be a Admin-only functionality. This is something important in the Operating area and not something relevant for an administrator of the Service Desk!
Setup problems with pop email account
HI I am having a problem getting emails from a pop account. Sending via the same account works fine. The issue occours when I fill the pop details in on the mail server setting page and press save I get the following message. FAILURE : Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X I have used google mail to test the pop account and can grab emails from the pop account with no problem. I have also
requester name with �
Hello, I have some requester with a "�" in the name. They can choose their name in the request, but when they click add request ServiceDesk says "requester doesn't exist". Please fix it.
Associating a Group to a Site
I feel like this should be an easy answer, but I've had trouble finding it. When editing a Request, you can choose a "site." Problem is, if I choose a specific site, I can't choose a group. I'm assuming it's because the groups aren't associated with a site. How do I associate a group with a site? Thanks. ~James Murphy ServiceDesk 7.6.0 Build 7606
Browser Support
Does anyone have any idea when Opera and Safari support will be built in, or if there is even a plan to do so?
Group E-Mail setting inside Technician group
Hi Support, Could you explain me more details about Group Email inside Technician group? what it is use for? Thanks, SOPHAL
Custom User Role
Is there a way to create a user role that will allow those users to view/edit all requests, but only be able to close their own requests?
How to handle Software Assurance in Software licensing
How do people handle software assurance in the software licensing part of asset module? Ive just realised that i have both licenses with SA and licenses without. I can see this may cause much pain in the future, Especially when you use SA to upgrade and deploy a newer version of an application. Do you make seperate entries with expiries for the SA software and no expiry for the non SA software?
Full Inventory Report
Hello People, Can you please help me ... I have to do a full inventory report per Machine. My report must have, all hardware infos, software infos, etc... It's for a validation process and a process ask me to print out a full inventory report. Can someone give me a sql query to do that ?? Thanks a lot ! Regards, Gr�g.
Is it possible to parse incoming email Subject Headers?
Is it possible to parse incoming email Subject Headers, and then open or not-open tickets based on Header information. For eg, if the Subject Header contains a ticket number that already exists in the system but from an email ID that is not related to that ticket, then do not open a new ticket.
No report for CPU Speed and RAM
I try this application. There is no report for CPU Speed and RAM. I must enter each workstation item to monitor cpu speed. I want to monitor current computer baseline of all computer. Is this application can do? or is there other way to do it? ( I try to use workstation filter, I think it has a bug - the result is exactly wrong. ) Thank you puvana
Screenshots In Emails
Hi, When a user submits a request and pastes a screenshot into the email request, the screenshot appears fine in Helpdesk and displays properly. When the notification email is sent out to the technician to inform them that a new request has been created, the screenshot doesnt disply, and a red cross appears in the top left corner of the frame of the image. Any Help Anyone Please ?? Thanks
Error scanning asset - Workstation refers another Object
When manually scanning an asset I get the following error. FAILURE :One of the attribute of the Workstation refers another Object which does not exist. Hence cannot add this workstation I have come across this post, but it is not specific to SD+: http://forums.manageengine.com/?ftid=49000002688581 Other assets are scanning in ok. What can I do to correct this problem.
Edit thank you page.
Hi. After close request open a Thank You page. I want to edit this. Is there a way to do it?
Unable to Scan Asset
Hi There ServiceDesk, I am unable to scan an asset within the ServiceDesk, the asset has been imported from AD and the system knows it's IP Address, however, when i attempt to scan it i get the following message. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I have been advised that the windows firewall is causing this issue. I am unable to disable the firewall (Corporate Policy) and would like to know if there is an exception that i can
Time spent
We are evaluating ServiceDesk using the free version. I need to create monthly reports on time spent to resolve each issue. Is there a mechanism to do that?
Spell Check no longer red underlines on check at all
Now when performing a spell check the missspelt items are not even highlighted in red during the spell check any fix ? version 7608
merging of two ServiceDesk Plus systems
We are merging two of our SDP systems. Is there a way to "export" our open tickets from one of the systems and "import" them into the other?
Clickable Links
I am currently adding a URL to my assets which is mainly being used for Dell machines. This is to show things like the warranty information and other additional information. It would be great if ManageEngine could recognise that I have entered a URL into the custom field and make this into a clickable Hyperlink. Thank you
Request category tree
Good morning fellow users: I have been doing some research and building a category tree for my requests. I wanted to see if anyone could share their category tree for service requests for comparison. I've got the high level broken out pretty well for the basic, desktop, printer, server, network, telco, etc.. I'm curious as to how you guys broke things out after that. Any help is most appreciated.
ServiceDesk MySQL to MySQL x64 Installation on server.
Hello Everyone. I currently have MySQL x64 running on the same server as ServiceDesk Plus can I move the database over to my install on MySQL and stop using the one provided with ServiceDesk. I'm not sure what the process involves but I would appreciate if anyone can point me in the right direction. Many Thanks Matt Gibson
Need to acces database - Running on Linux - Tochange the request start number
Hi I have seen the queries to change the number where tickets start from however I can not seem to access the database in my linux ServiceDesk installation. Can someone provide some help and point me in the right direction to acces the database and change the starting request number to 2048? Thank you. JW
Edit login page
Hi, I'm testing Service Desk Plus and I want to edit the login page. Is there a way to do it? I've already seen something done but I don't know where is the login page to edit. Thanks in advance.
Apply license
My trial of ServiceDesk Plus expired, so I received an extension license, but I can't apply it through the GUI because of the expiration. Is there a way to apply it without the GUI, or do I need to reinstall everything?
Tracking TIME SPENT enhancement
BACKGROUND We currently run multiple reports to track our technician's workload, and use this information to assist with 1) load-balancing, 2) responsibility reassignment, and 3) hiring decisions. We have a number of custom reports for: 1. Request time spent by technician per month 2. Request count by technician per month 3. Change time spent by technician per month 4. Change count by technician per month ISSUE We are seeing that there is ALWAYS a descrepency between the time spent reports and
How is response time work?
Could you please tell me, how is response time work? and also how is technician response to requester within reponse time specified in SLA? Thank You Namfa
Prompt for category completion before requests can be closed?
Hi, I have an issue where requests are being closed without any category information being selected. Is there a way for servicedesk to prompt users to complete the field? I dont want any calls closing that have missing categoiry information. Cheers Irvin
Archived Link
There was a link for archived files, the downloadable standalone applications on your site, which i cannot find it now, i need to download SDP version 7606 standalone .exe but from where? Kindly assist.
Bug? Merged request not appearing in destination ticket
One of the technicians here said he merged two tickets, but can't find the details in the destination ticket. From the History section: Merge by Hidden_Name, Miguel on Mon, 26 Jun 2006 18:48:01 Request Merged , Performed by : Hidden_Name, Miguel Request ID 6787 merged with this request But there's no Conversation recording the content of the ticket being merged. Is this a bug? How do we get this back? Is it possible? Justin
Duplicate Entries for One Software
Good Morning, In your process for purchasing software, it is required that the software already be in the system because you have to select a related version of the software. So we've been going into the system, adding the software by hand, and then adding it into a PO for purchase. Here is the problem. The software may be called one thing on the PO, but when a scan picks it up, it comes up as something else. For instance, Scrutinizer on an official PO is called simply "Scrutinizer." However,
Request Status
Hello, I have a user whose allowed to view all their site's requests, but since upgrading to 7606, the status for all these is now set to 'Not-Auth' in list view. They can open the request and view the current status, and can use the filter to show a list of current open requests.
Sub category problems??
When creating a new request you are able to select from the new request panel a category however sub category and item does not appear. Please check New Category.PDF category added including sub category and items, however unable to select sub and item. Thank you
Hotfix 7608 released
Dear Users, An 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 . We have made an internal release 7607 which is not exposed / uploaded in our website, is also included in the 7608 release. Issues fixed in 7608 SD-28975 : Problem in starting the servicedesk plus if we have tables other than the default tables say systeminfoowner, systeminforequester or if any other systemtables present has
Extracting emails
Is it possible to extract a complete request i.e. all the fields including custom one as well as related emails. We need this fro an audit of a serious problem. We know you can get all the field extracted into a reports, but we can't find a way to extract the related emails Do anyone know if this is even possible? Thanks RJ
Report data from shell script
I want to execute shell script and dump its output in a report in webnms. Can this be dones
Manager Views on Requests
Currently SD+ allows a Requester to show only their own requests show all their Department requests show all their Site requests This was a neat feature added in SDP in Version 7.5. I would like to however propose improvements on this feature. Some company officials would have more than one department under their management. The ability to support more than one department per Requester I think would be a common requirement. Even multiple site associations for Requesters should be supported. For
Service Desk Plus logs out when Desktop Central is running
Hi there, When I log in to both Service Desk Plus and Desktop Central at the same time, one or the other kicks me out and forces me to log in again each time I go back to it - even after less than a minute. I am using the same domain login for each...and am opening them in different tabs of IE. Any ideas?
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