Report video card information during scans
I see that there is minimal information with regards to the video card when scanning asset components. Is this coming in a future release or is it there now? If it is there, where may I find it? If the feature is going to be added, will it populate the monitor resolution and will it be able to detect multi-monitor modes? We are using SDP 7.5.0 Build 7508. Thank you in advance. Jason H
Different Setup
Hi all, it is possible to have different configuration on same installation of service desk? For example, I need different "status" for different Request Type, different Closing Rules, and so on... Thank in advance f
HTTP 500 Error in Backup and Reports
SDPlus Version 7507 Enterprise, Windows 2003 R2 For the past year I have not been able to adjust the Backup scheduling, and more recently (after the server was recovered) the reports section now produces the same errors. See attached.
307 Mail sending failed
I Can't seem to figure this out, i have SD Plus set up through exchange 07, it will send mail to local users with no problems at all, but when it send out to users with an external email address (IE: hotmail) i get that message in the logs, and if i post a response on sd to a user with an external email address, it said sending failed right away, it doesnt make sense. and sd has a domain account to use to login to the exchange to send mail.
Don't reopen Request After Closed
I need that when resquest is closed the client can't reopen. the problem ocurred when the requester reply the message. Esmelin Fortunato
Feature Request: Sub-Technicians in SDPlus
We have a small number of non-IT people that occasionally deal with borderline IT 'stuff' - eg phones, MFCs. What we do now is make them a technician without a login and assign the job to them. They receive the email, respond to it and then email the resolution to us. What would be nice is for them to have the ability to add a resolution and close the job. They aren't technicians and only deal with the occasional issue - not enough to give them a login. If a limited login capability existed within
Templates for resolving a request/Templates for replying a request
Hello I find out the two new features that will be presented in SD 7.6 1) Templates for resolving a request 2) Templates for replying a request Could you please provide more details regarding these features? My Regards, Vlad
Problem the attached files..
have a problem, when trying to resend a mail that has other attached post office, escrtibe like new the file that I have enclosed and the new one that I wrote loses itself, so that?
Mac's on network
do the network scans also inventory Mac's?
language Selection not viewable
Hello, i installed service desk plus 7.5. When i serach under genreal settings in self service portal i cannot choose language selection (filed is not there) Also when i log in as normal user i cannot choose the language. Do i have to install them seperately ? Best regards Niels
Hotfix 7513 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7513) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7513 addresses the following issue. Issue Fixed in this ServicePack 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Users using builds 7500 to 7509, 7511 (which was revoked due to problem
Editing / seeing phone number when adding request.
Service Desk Plus 7.5.0 Build 7509 When adding a request, adding the requester - We type in their name, and it correctly predicts who it is and pops up their full name in red, when we choose this, the contact number and department field stay blank even if the requester record has these details. They are non editable at this stage. Once the request is added, they are filled in. Since some requesters might have the wrong, or no contact number or department, it would be useful to be able to edit or
Admin Documentation?
Is there any? I can't seem to find any kind of install document. We are lookting to seriously purchase this product, but if I can't find any documentation.. I am going to have some serious reservations. Here are some questions I am looking to get answered: Is this installing Apache (it appears so but I would like to confirm)? Can it use IIS instead? If not then do we know of know issues installing apache and IIS sidebyside? I have to put this on a server that already has several website. I can
Can 2 copies of ServiceDesk run on the same server
Is there a way that we can run our exisiting ServiceDesk software on a server, and have another instance of ServiceDesk also running for another department on the same hardware? We currently have a MSSQL database, and I know that we will need another one for the other department. OR Is there a way to isolate the other department into it's own separate site, but have the ability to see all the requesters in the company? They would only be able to manage their own tickets, and run reports only against
Resource state question
Hello I have a question concerning the Resource State When setting Resource State for an asset 'in use' , you can assign the asset to a user and/or a department. I want to create another resource state like 'reserved' or 'in desktop dept' and it must be possible to assign the asset in this new state to a user and/or a department. Until now, I have no possibility to assign an asset to a user if the state is different to 'in use' How could I configure this? Thanks for any idea.Best regards, Marc Ludwig
SDP 75xx / 12 / 13 buggy ? AD import problems,running in user context?, cant delete technicians, *sigh*
Hello, i've been trying to get some features to work without succes... i then decided to update to the latest versions, starting with 7512. Before the update i used version 7509 and with that version AD import hang. I then decided to update to 7512 since that version fixed some AD import issues. After the update the feature still didn't work, i clicked import users then i get the import window and it tells me its numbering organisational units in the domain and does this for eternity... Then
Understanding how SDP fits together
I'm putting together a new queue for a non-IT part of our company. The issue I'm facing is that I really need a document which shows me how the elements of SDP fit together, for example how do sites and groups and technicians all relate to one another? When I put in a cost against a vendor for a product how does that relate to the cost put against the asset for the product? Is there anywhere which documents how these different areas work together?
Moving Request/Problems/Changes to new database
I need any help with moving all open Requests/Problems/Changes to a new database. Recently created a new Servicedesk system and database, that I would like to roll out in place of our current older version. I was wondering if there is any quick ways to move this data over, I only want to pull data from a month back and if further, only open Requests/Problems/Changes. Is there a way other than doing this through a SQL Server Management Software ? I was particularly wondering if I were to go into
Groups are not editable anymore
I'm not able to edit groups (groups for default settings) anymore - when i click an existing group, nothing happens.... SD 7.5.0 build 7500 Tomas
AD records failing to import
Of 795 AD records 203 are failing to import, but I don't know where the logs are stored which will tell me why they're failing so I can fix the problem.
How to log in using a non-domain account?
I created a technician in ServiceDesk who doesn't exist in Active Directory, however if I enter the credentials for this account the domain box changes to "Domain not found" and attempting to logon with the account results in an "undefined error". Is logging on using an internal account possible after setting up domain syncing?
Different sites - seperated but not
We have two different departments that will use the same Servicedesk Plus application. I need to separate them somehow but they still need to be able to submit requests to each other. siteA will be able to view and add requests to whatever site. (works at the moment) siteB will be able to view edit and whatever at their site BUT need to be able to submit and view requests made by them in siteA (can only submit and view in their own site at the moment) Later on we will have siteC and so on.. Thing
Update is failed
hi, I was going to upgrade from 7500.09.0 to 7500.12.0 with the updatemanager procedure. Before begin the installation show me a wrong message, and automatically begin the uninstall procedure. Now when I try to start the application see this message: “Database creation failed. Stop the server”. I try to use restoredata, but don’t run. Can you help me!
How can I remove default views
In my organization and requestment, we don't need too much default views, like My Open Requests, Open Requests........etc. Can I remove these default views?
Hotfix 7512 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7512) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7512 addresses the following issues. Enhancements SDF-21920: Support for SMTPS outgoing mails in ServiceDesk Plus. Issues Fixed in this ServicePack SD-21509: Based on the confirmation from the user who performs the change in template for a request, all the field values (except Subject and Description)
Accidently run ChangeDBServer
Hi All, I have accidently run the ChangeDBServer and click on Save button now my server is not working. Anybody can help me on this issue. How to bring the server back to normal Thanks & Regards, Kashan Khalid
changing the auto reply address for ServiceDesk Plus
Can you switch the reply address to a new servicedesk email account that would populate a new database from old requests in a previous database ?
Tiket assign randomly a group of technicians
when create the request the SDP assign the tiket. for example: 1-Create 5 request 2-we have 5 technicians 3-SDP assign a each one the technicians, the requests created in the portal.
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Too much notifications for technicians
Hello, Our technicians complaint to current SD notification mechanism. The main reason of the issue is that SD sends the alerts even if it was not necessary. For example when technician assigned the requests to himself he always getting alerts. Why does he need to get an alert if it was actually he who has assign the request? My Regards, Vlad
converting asset into a router or printer asset
hi i have many printers and routers listed in the asset section of service desk plus 7509 i added a network scan and it detected the routers and printers using SNMP but i now have duplicates 1) the original asset (5417 - Printer01) 2) the newly scanned asset (Printer01) i tried to resolve this buy removing the newly scanned asset but renaming the original asset 5417 - Printer01 to Printer01) but when i next tried to do a scan a failure occured on this particular asset I have the same issue with
Administrator Login Problem in SD
Hi , I am not able to login with administrator account of SD. I am able to reset the administrator password via another admin equivalent ID ,
Closing multiple requests without notification
I am trialling Support Centre. Is there a facility to select more than 1 request and "close without notification"? I can only see the "close" button in list view. e.g. do a search for all requests open by a particular customer and close them all at once - without notifiying them.
How to disable Robo Technician and its template
Dear Support: How to remove the reset password robo request template from SDP 7509?. we have many request templates and this robo reset password is useless and is shown in the template list all the time . is it possible to remove it from template list? and it's better for us to remove the whole robo module from sdp . thank you . Ralph
Opera
Does anyone else use Opera to browse these forum's and have issues? I am some minor annoyance's when click on various links and such. its no big deal just wondering if its me. thanks Jfor26
Unable to remove 8080 port from URL
Hi, I want to define my Alias URL like "helpdesk.mycompany.com" without 8080 port but its not working without 8080 port. Please let me know how i can resolve this issue
Remote Control ServiceDesk Plus
Wich port does remote control need for use on different domains. In our environment we have different domains which we use in the asset management module. I've made some changes on the firewall to make that happen. Now I would like to know which ports Remote control use so I can make I available true the firewall. Also, how do you use the CTRL+ALT+DELETE option in the Java remote session? I could only find the refresh button for the logon screen. But once I'm logged on this doesn't work anymore.
Unusable field in request form - Asset
Hello, It it very hard to hit the field "Asset" because it has very small size. Our technicians use this field very often and it is important for us to make this field more usable. My Regards, Vlad
Disable Remote Control Feature
Dear Support Team: We are using SDP 7509, and have some technicans with SD_Admin role due to our requirement. And now , I would like to disable the whole remote control feature of SDP, so our SD_Admins will not connect to ours servers unexpectedly. And we in fact , have purchased another remote access software yeasr ago .It is a great risk now for us . so ,is it possible to disable this feature , make "Remote Control" text and link in Workstation & Server detail view disappeared.
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