Pass login from a another website
I am Using forms to pass login info from our website to service desk but i am having a problems with the login this is my code i am using <form action="https://myserver.com/HomePage.do" method="post"> <p> Usernane: <input type=text name="username" > Password: <input type=password name="password" > <input type=hidden value="mydomain" name="DOMAIN_NAME" > <p align="right"> <input type=submit
Mass disable requesters
Is there a way to mass disable requesters from submitting new requests. We are a school and we stop servicing requests at a certain point so that we can begin end of year procedures etc... We typically notify users that we will not be servicing requests but it doesn't seem to matter. I want to be able to create requests as a technician but I don't want my standard users to create them until we start school back up in August.
searching requests by requester
I often have to look up the tickets by the requester's name. I know you can find one ticket that they are a requester of and then click on "action" and select "view requests by requester" and it shows was I need (open/close). The problem is that you have to go through the trouble of finding a ticket they submitted. So can you put this same "view request by requester" link on the requester information page. For Example, I search for the user on the quick search and change the "search in" to requester
Reset password, home page
I know this has been brought up as well but where does the reset password from the home page stand. This seems like a no brainer if one is NOT using AD integration.
Add CC list to a ticket
Hi, Is there any way to add a persistent CC list to a ticket? Currently, if I want updates to go to the Requester, + 3 other individuals, I have to manually enter the 3 x CC addresses each time I add an update. What I would like to see is a feature where a persistent CC list can be added to a ticket (and subsequently modified throughout the incident lifecycle), where all addresses on the list receive a copy of any updates. Having a trawl over the forums this seems to be a feature which has been requested
Just upgraded to 7606 and now it wont load
Dear sirs, I have just updated to 7606 of SDP and now it wont load. It says HTTP 400 Bad Request. Is there any way of getting this back running? This is kind of urgent as people will be using it tomorrow. Kind Regards Martin Storey
Report for Category
Hi I want to make report that showing all category,sub-category and items. Thanks in advance.
Importing Users from two different Domains
I am currently running SD+ 7603. All of my requesters are imported via AD from a single domain. I have been asked to import another group of requesters from a different domain within our organization. The domain shows up in the Domain List inside of SD+ but when I attempt to import requesters from AD I get a "General Failure" error. Both Domains are located inside of our organization and the networks are open to all traffic. Does anyone have any ideas on why SD+ won't let me import requesters
Reports Don't Work - 7606
Hi, I have updated to version 7606 of the service desk. The upgrade took over 1 hour as the reports directory seemed to get cleared out. Now reports don't work at all, with the error message below being shown in a popup box. I have sent this and support file to the support mail address but am hoping for a quick workaround. We use reports daily to report to managers etc. Can a workaround please be given? Message Dear user, Unable to generate the report, So please contact servicedesk support for further
Inline images and servicedesk
Hi, I have users using servicedesk 7.6.5 who send requests by c/p screenshots into outlook 2003. All emails in servicedesk arrive with a winmail.dat attachement instead of the image. By tracking down the problem, it seems it exists in servicedesk, as forwarding every mail from the helpdesk inbox display the image property. Sending an email to our supportcenter works as well. It seems only their servicedesk strips images to replace them with winmail.dat instead. I double checked that their sending
Job Sheet
Is there any functionality within the service desk to fill in and print out a job sheet that an engineer could refer to on a client site?
API connectivity for new Changes
Is it possible to create a new Change via the API? The online documentation only references Requests.
The technician can not see the request that he/she create for him/her self
The technician can not see the request that he/she create for him/her self. The system is Service desk plus version 7.6.0 build 7605. Regards, Hassan
PDF Manuals for SDP
Hi, I'm trying to use your 30 day trial of Servicedesk Plus build 7605. Do you have a new manual for this version? If possible, can I have a copy? Thanks, Mac
Edit Quick Create fields
I would like to find out if there is a way to edit the fields in the Quick Create box. Our company is just setting up a helpdesk for the first time in their 75 year history and I needs it to be as easy as possible initially. I would like to remove the description text field and add in Category. Is this possible?
Java errors when installing on RHEN 5.5
I installed ManageEngine_ServiceDesk_Plus.bin and I received the following errors in my log.txt log and the server won't start. (May 17, 2010 10:58:10 AM), Install, com.installshield.product.service.product.P ureJavaProductServiceImpl$DiskSpaceCheck, wrn, null (May 17, 2010 10:58:13 AM), Install, com.installshield.product.service.product.P ureJavaProductServiceImpl$DiskSpaceCheck, wrn, null (May 17, 2010 10:59:03 AM), Install, com.installshield.wizardx.actions.LaunchBro wserAction, err, java.io.IOException:
AD pass-through authentification is not working. SD 7606
Hello! I have problem with AD pass-through (APT) in ServiceDesk Plus 7606. here is 2 servers: SDP 7514 and SDP 7606. everything is fine with 7514, APT works fine (only one checkbox for enjoying). 7606 gives me all (domain scan, user import etc) exept APT. 5 data fields for configuration. ok. Look at sd1.jpg. here is APT settings of SDP 7606. 'computer account' - what's this? Existing user account (login) with particular rights? there is no difference between SDP account ('servicedesk') or account
Request Summary Report
Can the Request Summary graph that is on the Home Page - Global View tab be run as a report? I'd like to pull those exact numbers and the line graph for different times than is listed in the drop down options. i.e. - the number of inbound and the number of completed requests for this month last year Thanks!
How to restore SD+
Hi All, I all my SQL Server 2005 crashed and i installed SQL Server 2008 , b4 doing so i took a copy of the MDF and LDF file as i couldnt take a proper backup. After install the database i attached the MDF and LDF and the operation was successfull. Now when i try to login using the SD+ webconsole , it says username and password invalid. Can anyone shed some light on how i go about restoring my SD+ settings. Please
Info in email fetching
hello! i have problem MAIL_FETCHING error Server started at : Fri May 14 11:50:11 GMT+02:00 2010. Current time is : Fri May 14 11:50:17 GMT+02:00 2010, which is less than 1 hour from server start time. Hence not checking mail checker for this time.
Survey Report Query
Hi, Can you please help me with a query for getting the survey report. I tried with Custom Report section, but am not able to find any options. We have five question set in the survey and each question has 4 options to select with. Now I am looking for a query which will give me the results as in the attached file. Please note that I am also looking for a option to enter the dates for this I am looking for this query report. Thanks
Importing (ADDING) Data Into SDP
Hi, We are new to SDP and in the process of moving our asset data from our old database to SDP. The csv import tool seems OK for bring in new, complete records, but I need some information regarding how to go about populating various fields in existing records. For example, a network scan brings back the workstations, but there are additional fields (Think Barcode/Asset Tag) that I would like to populate using data from our previous product. Using a SQL tool right to the database seems to be
Problem restoring database MSQL
I was doing a server migration and now I am unable to restore my database. I have tried various backups and I either get an error stating depending on the backup I used. Help please. I tested each backup before the migration. Am I screwed? at java.lang.Thread.run(Unknown Source) Unable to restore database : invalid stored block lengths at java.lang.Thread.run(Unknown Source) Unable to restore database : oversubscribed dynamic bit lengths tree at java.lang.Thread.run(Unknown Source)
Change standard view within the Assets tab
Standard view for Assets > Software > Software Licenses shows all the license keys. Problem with this, we do not want everyone who has the permission to see Assets to be able to see all the license keys on the software media. I spoke to Charles regarding this last week from Service Desk Plus Support, he suggested to place this enhancement. We are running on Version 7.6.0 build 7604
SLA violation e-mails not being sent
SD+ v 7.6.0 (build 7603). Fetching and sending mail from within SD (e.g. replying to a request) is working. Notification rules are set according to screenshot sla_02. I created and SLA rule (see screenshot sla_01) but nor the requestor, nor the technician, nor me receive any e-mail with the sla violation notification. How to fix/debug this? Thx! Pieter
PPM installation failed.Services not coming up
Hi Maljeev, i have downloaded 7602 setup file and installed and i have restored backup file(7602). once restoration is done.i started the services through run.bat . but it showing PPM installation failed.contact support team. also services is not coming up. please find the attachment for your reference Regards, Uthanda
Basic Hardware & Software Pre requirement
What is the basic hardware & software pre requirement for Manage Engine ServiceDesk Plus?
Security Concern: Password sent over network
Hi, In our organization a question has come up regarding security in the Service Desk tool. With the default setup using http, port 8080, and single sign on disabled, is a users password sent unencrypted over the network. If so I assume an improvement would be to enable ssl as described here http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 Regards, Mark
Issues with AD integration on Service Desk Plus 7.6.0 Build 7602
Since upgrading to the latest version many users keep on having to login to service desk plus with the ad credentials please can you investigate this issue and resolve as this is annoying. Or another instance is that when adding a request you get kicked out of sd plus and have to log back in again.
Multiple email addresses
Hi, I have tried to browse/search the forum but haven´t found the answer to my question. Is it possible to have 3 email addresses on the same sd+ mailbox, and depending on what mailbox the users send their request to they will be addressed to a specified queue with a business rule. Here´s an example of what i want to accomplish. Mail is sent to servicedesk@domain.com and these requests will be sent to the IT queue mail sent to admin@domain.com will be sent to the admin queue mail sent to helpdesk@domain.com
Hotfix 7606 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 . Issues fixed in 7606 SD-25099 : When the request is created and assigned with an SLA and its DueByTime, and then editing the request and update in such a way that the request do not fall under any SLA. Then the overdue flag gets set has been fixed. SD-28219 : When the request is created and assigned with an SLA and has first
Bug in Non IT Components
Hi! Please fix this bug that you may see right now in live demo! If you just create new Non IT Components (keyboard) you may associate it with user. But if you purchase it you only can associate it with another asset, not with user. I purchased 4 keybeds in live demo and you may check this bug. Thanks for SD.
Sorting of labels at charts
Is it possible to affect the sorting of the bars and / or the labels at the chart view (at reports). I like to show first the IR bar. Also I like to show the colors of the priority this way: Very urgent, Urgent, Normal, Not Assigned. Thanks for help, Alex
Schedule Scan
I set up a schedule scan but it still tells me that no scan is scheduled.
Assign a license from a pool directly to an asset
I would like to propose an enhancement that would enable you to assign a particular license to an asset. Currently you can only assign one from the pool of licenses to an asset. But we have different serial number/license keys within the pool that relate directly to a specific asset. Regards Joel Fitzgerald Gosford City Council
Asset Scan IP conflict
We have a number of users who connect through a VPN, which dynamically assigns an IP. The issue is that the scan reads the IP address and over writes any assets that might have the same IP. Is there a setting I am missing, or a possible fix for this issue?
Identical escalation ten minutes later...
We have four SLAs, each mapped with a priority, each set to send an e-mail to user X if the SLA is breached. User X is getting the breach e-mail, but ten minutes later (plus or minus two seconds) they receive ANOTHER e-mail identical to the first. I double-checked the SLAs and this individual is only named once. Why are they receiving two e-mails at such predictable spacing? None of our SLAs have escalation levels that close together.
lost email messages
Hi, it seems that ServiceDeskPlus lose some email messages when receiving tickets via email. We are currently using POPS from Gmail. We found no criteria that causes ServiceDeskPlus to lose messages. Most messages arrive correctly and are transformed to RIDs, but from time to time a message is simply ignored. And no, the messages are not in SPAM folder on the email server. Do you have any solution ? This causes much confusion and serious problems with customers. Looking forward for your answer. Thanks
Help with report
Hi There, We are currently doing some Servicedesk Maintenance & house keeping and would like to simplify our Categories. Is there a report I can run that will tell us which Categories / Sub Categories / Items have never been used? I need something like Report Home > Report by Category > "Request Count" Is this possible or will I have to run a report on each item separately to get the count (We have 412 items!) Thanks
Report Filter Value List Only Shows 86 Users
Currently, my requesters list is showing 92 users (this is after going through and cleaning out all the random email addresses from vendors that send to our ticketing system and all the extra user accounts from AD that are added because your system still can't be told what user groups to pull in). We've set up a report that we can use to print out a page that displays assets that are attached to a specific user. However, when we go in to edit the report, scroll down to advanced filtering, and click
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