Reject e-mail from non-requesters
Hello, How can I reject the creation of a new request by e-mail from senders not previously set as requesters nor techinicans? Thanks, -Rodrigo
Trying to restore data from 7022 production to 7022 test and recieveing this error message
Unable to restore database : Syntax error or access violation, message from ser ver: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'No Description')' a t line 1"
Asset Naming convention
I have been trying to come up with an asset naming convention that is unique and manageable for items that are not workstations or servers. I read where some SD users are concatenating numbers on the end of product names, like Dell Monitor 1, Dell Monitor 2, etc. I am curious if that is what most people are doing. My thought is to use our bar code values since they are unique and static and easy to identify on assets. I would appreciate any feedback before we set a standard that causes us problems
Requests
Is there a way to make requests available to only certain requestors? I've created two requests templates but I only want certain people to be able to use one of the templates. Thanks, Robert Evans
Requester Close Ticket form Interface
Hi there, This might have come up in the past, but in my opinion it is worth mentioning it again. Some times the requester instead of closing a ticket from the resolution email, he accidentaly erases the email and at the same time the chance to close it. Is there any possibility to close the ticket from the Interface? If not, why not? I know that there is an automatic closure rule but that is against our policy. Please let me know if there is any thing scheduled for the future because this will
Elapsed time
Hi, could you please to tell me where I can see the time taken to resolve the request? Thanks, Andy.
How to restore the admin-account
We managed to reassign the administrator somehow to be a normal support rep. After logging off and on, we lost access to the configuration. Is there any way to restore the settings of the administrator, so that we can access the system-management again - other than restoring from a backup? Thanks, Rudolf Bom
Unable to view more than 25 tasks
It appears there are no controls in the implementation tab of a change to page through tasks. The default view allows 25 tasks to be viewed, and the rest are invisible. I can't find this in the list of known errors - is this on the roadmap for repair?
Watchers for Changes
I'm not sure if this is possible or not already, but I had the question brought up to me by one of my co-workers. Is there some way that you can set up "watchers" for change management? I'd like to be able to set up one user or a number of users who would get updates for changes but aren't a CAB member. Is this possible now? Thanks ~James Murphy
Some question about Remote Control Agent
Hi, have some questions about agent... - Does it run all the time when is already installed on the computer - does it leave any tcp port open - does it comunicate directly to the client from technician or via servicedesk plus server... Thanks! /Amela
merged request show as not merged in assets
simulation steps: - make two requests related to same assets - merge to one - close the request - find the assets and go to request tab you will find the two request, one of them open and one of them closes :(
CAB Notification rule
SD+ Currently our company is testing the change management function within SD+. Question. Currently it is only possible for the technician to resceive all approved & rejected comments. Is it possible for CAB members to also receive the comments? This way the CAB members knows what responses & suggestions have been made.
Open html files that are attached to messages
Is there any way to open html files that are coming with the msg? i am getting a msg saying file not found
Linux Startup
How do I get SDP to start everytime my Linux server starts? I'm running it on debian and the only way for me to currently run SDP is to launch the run.sh script which I then have to terminate to do anything else. Thanks in advance for the help.
Custom report to show 'Assignedtime' of queries
Hi, I would like to generate a report that shows the assigned time for all queries. It would need the date in dd/mm/yyyy format, and the closed time, also in the same format. How do I do this?? Thank you, Craig
I can't reply to a ticket that has a different email domain than what servicedesk is set up for
(ex. aaa.com and user is bbb.com) any way around it?
Hotfix 7512 Released
Dear Users, Please refer to the following announcement about the 7512 hotfix release. http://forums.manageengine.com/#Topic/49000003549082 Thanks & Regards, Srikrishnan ServiceDeskPlus.
Replies to go to all addressee (individuals or groups)
Hi, Is there a way to make SD to send replies not only to the original requester but also to the individuals who are CC'ed on the email request? Also how about sending back replies to a group email rather than to one or two individuals? Currently, only the original requester is receiving replies/updates regarding a particular request but we would like to all addressee's to receive this information. Any help is greatly appreciated!! Sam
Technician can't view requests?
I made a requestor a technician, but when he goes to view requests, he sees the requests he made as a requestor, not the ones I've assigned to him. His Roles are SDAdmin and Technician do I need to do something else?
Problems running reports in ServiceDesk Plus
Greetings, I need help running the following 2 reports and I can't get them to run. Average # of tickets resolved remotely by month. Average # of tickets resolved deskside by month. Please let me know if these 2 reports are even possible. Your prompt reply is appreciated. Regards, Ms. Pat Sussman
Showing Changes for an Asset
I want to record any server config changes using the Changes feature. I think want to be all to look at all the changes made to a particular server. I can't find this in the assets section, is there a way to drill down to this? Thanks
Feature request
Would it be possible when importing users from AD to also include the Company field from AD? Because we have multiple companies in one domain, it is kinda hard to draw reports on what hardware is present in which company for a certain department (multiple accounting depts etc.) thnx in advance
Department creation
How can I stop ServiceDesk from Auto-Creating Departments. From the best that I can tell it creates these new departments based up what is input in each user account on AD. We only want about 20 dept.'s listed but currently we have about 45, most of them are grayed-out but why cannot they be deleted. Thanks Jason
Costumize a mail request
Hi, I know that you can create a helpRequest by sending a mail to SP+ but how to specify that HelpRequest ending up under specified category that I'm wrote by mail. Thanks!
ldap
Where having a problem with the ldap from the edirectory. When i import the users from the edirectory the name of the user is the same als the login name. When i change the name of the user to his full name so that everythting stands correct. When i do a new ldap import of the users the full name is being overwrite again. Does anyone know which field from the edirectory is being used. regards
Restore data problem. Duplicate key in object 'WordMap'
C:\SDP\ServiceDesk\bin>restoredata ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup file] ********************************************************************************
Update to 7509 fails
I am trying to update from 7508 to 7509, MS SQL. The update process stops saying "Invalid object name 'GLOBALCONFIG'. - reverted to old build". The log is empty. Anyone else also experiencing this? Thanks
Site Field
How do i make the Site field Mandatory in the requestor's default template? Cheers
how to track and get reports on when a call was managed remotely vs needing an onsite visit
I would like to find out some stats on how many calls are resolved remotely vs needing an onsite visit. How would you best track this? Would you have to add another field on the request form? I don't want to confuse users who use the selve serve feature to create a ticket. Any advice appreciated
In which table is the "Last attempt to fetch mail" timestamp stored ?
I would like to automate a check that SDP is fetching mail. Where can I find the timestamp information in the DB (or file) ? TIA -Audun
SDP cannot start with error: "Resource check failed for service jboss:service=Naming. Port already in use:0"
Dear colleagues: We have installed evaluation version of SDP on Linux and managed to reconfigure it to use https... That was quite tricky. Now we faced another issue: we need to access SDP from outside network via firewall with port redirection. Actually, everything works except for the link that users might receive in e-mails (for instance notification for Resolved request with link to "Close Request" form). These links point to internal name of server but not to published name. Thus, links
Table Name having TICKET information in servicedesk Database
Hi all, I would like to know the tables names storing the ticket information details like ticket name , ticket or request id,ticket priority in servidedesk database. please advice. Thanks Karthik
Mails download problem
i have configured email incomingh in optilive but i am unable to download mails while i am able to send mails. The mails are in the inbox but are not getting downloaded on the server . I am able telnet the mail server kindly advice.
Problem getting remote control of machines
i am unable to get remote control of machine even after putting agent on both the machines i am getting the following error FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,253,343,387,343
How do I change the site of several users quickly
After import of AD, were created several sites. I would like to eliminate them and register all users at the same site. But to do this manually is very cumbersome. I want do to access the corresponding table in mysql database and change the ID. Thanks.
Enable managers to read their dept tickets
Is there a way that enable managers in our company to open or read specific tickets that belongs to their dept. employees?
edit requester by technician
Hi, we recently upgraded from 7.0.0 to 7.5.0 (build 7500) With version 7.0.0 common technicians were able to add & edit requesters. with our current version (7.5.0) one needs admin rights to edit a requester... is this intended? /Tomas
Announcement Templates
I have already made this request privately, however I thought I would post it here as well to see who else thinks this would be a useful feature: Description: The "announcement" feature in SDPlus is not bad, however it is far too simple for our requirements. What is needed is the ability to create WYSIWYG HTML templates that can be selected. Currently, we send these notifications out using email templates similar to the following: --------------------------------------- <LOGO> PLANNED OUTAGE There is
7511 just disappeared
I went to the about link like I always do each day to see if a new version is out and say 7511 was out. Before I could login to my server to download the latest file, the link disappeared. There was even notes on 7510 on what was fixed for this version. What happened to it?
Installer file versioning
It would be helpful if the ServiceDesk installer was named with the version number, or if the executable metadata contained a reference to the build number. I typically keep the older versions of the installer in case I need to recreate an environment based on an older backup, and since all of these versions are named the same it can get confusing. I typically name mine like: ManageEngine_ServiceDesk_Plus_v7509.exe This is already done with the PPM files, but not with the executables.
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