Change requestor
I am evaluating Servicedesk plus and would like to change the requestor. Is it possible and if yes then how?
SD Server has multiple ip addresses. Server is registering to wrong ip.
Is there anyway to lock SD plus to a certain ip address on the server? It seems the server is attaching to all ip addresses on the server. Thanks. -nick
Restore SDP from a Disaster
Hi I do not have the files directories and only I have the database in SQL 205, where can I find my build number?? I do not have any backup and only I can remember that I have ther version number 6
Can "Warranty Expiry Date" and "Acquisition Date" be displayed in the workstation list view?
Before the "Warranty Expiry Date" field was added in the "Resource Info" section of Workstation Configuration, I'd created my own "Warranty Expiration field" under "Additional Info". Well, I'd like to get rid of that now however I've been keeping it because I can't seem to display the "Warranty Expiry Date" or "Acquisition Date" in the view that shows all of the workstations. If this is by design, why? I like to have an at a glance view of all of the sites, warranty expiration dates, etc that I
Asset Management Issues
Hi, Anyone tried scanning a server with ISA server installed on it. Im trying it out but it gives RPC server unavailable even when i shutdown all the ISA server services. Sheldon.
New Asset State
Hello, I have created a new asset state 'sold to customer,' and want to be able to assign a user/department (customer/customer) to the asset, much like you would assign with the 'in use' state. How can I do this? Thank you, Justin
Changing the Service Desk URL ?
Hi Does anyone know if it is possible to change it instead of http://domain:88 To http://domain/helpdesk ? I'm not sure if it's possible, but I thought I'd check first.
alias Changing URL
plan to change alias URL http://localhost:8080 into http://pscsdesk is there any way i could change it. I'm thinking if possible in port forwarding?
Extracting email histroy from SDP database
We need to extract the email history for all incidents frmo ServiceDesk plus. However i can not find any table where this is kept. I have looked in WorkOrder_Threaded, but this doesn't seem to help. Can someone please tell me where to find this information in the database?
Unable to save attachment to ServiceDesk
When creating a ticket and adding an attachment, it shows the attachment and it's correct byte size but when you try to open it says file not found. The directory for the ticket is created iunder /fileattachments/Request/Jan2009 but not file is found there? This is critical. The error from the log file states that the file could not be moved, attachment not saved.
Custom Due by Report
I need to create a scheduled report with the following The report should show All overdue requests Or All requests with no due by date and the current date and time is greater than the created date plus 48 hours I would like to have the following fields shown in the report Request ID, Priority, Subject, Technician, Request Status, Dueby Time It should be grouped by Site. Any help please?
No notification sent by SLA
Hi, I looked through the posts but none of them could help me. I'm currently running the demo version of ServiceDeskPlus. Now I'm testing the SLA functionality and so I created my own SLA (see picture below). As you can see the time limits are very short for testing purposes. The resolution time is set according to the sla. All technicians are associated with the right site. But I don't get any sla notifications. Other notifications (for example "request resolved") are working, so it's not the server.
Group request emails
Hello, I wanted to have all technicians within a group to receive new request notification emails. Currently, it would seem as if you have to add each technician to the 'Send notification to group technician(s) when a new request is added to this group' checkbox if you want them to receive an email when a request is put in. Is there any way I can add an Exchange Distribution Group to this list with all of the technician names instead? If I add the distribution group as the "Group E-mail" under
Unable to modify Techinicans - SDP Crashes.
2 Issues I cannot login locally on the SDP server using the local admin or a AD account (I can login from my machine using the admin account with local authentication) Secondly, I have 3 Technicians I seem to be unable to modify. I have recently upgraded from 7022 to 7509 (this problem was existed in 7022 and earlier versions) Never had a need to change anything so wasnt a drama. When ever I make a change to a technician (or even just try and load the technician to edit) SDP Times out - See Attached
Windows 2008 compability?
Is the current Release of ServiceDesk Plus (7.5) compatible with Windows 2008 Server and the upcoming Release Candidate? If not, is it planned that future SD+ releases (7.6?), will be compatible with Windows 2008 Server?
Problems/Changes (associations)
Typically, a problem results in the creation of a change request. Currently, a change request has the ability to associate problems and incidents to it, but that is as far as the product goes. Unfortunately, when a change is completed, all problems and incidents remain open, which requires the technician to go into each, and replicate much of the same data that is already in the change request (E.g., tasks, work log, etc.). In order to improve the product as an ITIL solution, I recommend the following
I would like to remove some adventnet links in SDP
Hi: There are some SDP links on the SDP 7.5 homepage that link to ManageEngine websits, like Get Quote， Jump To and RoadMap in Support .We found that those links are quite annoying , is it possible to remove it in any way? Ralph thank you
Requests vs Tasks/Projects
We have a senior administrator who believes that the number of open requests is the KPI of a tech department. We're working on changing that, but in the meantime we need to find a way to separate Requests from Tasks/Projects. For example, "my printer is repeatedly jamming" may be a request, but "deploy Vista-capable printers" or "reinventory hardware" aren't support requests; yet we need to keep track of that list. Question 1: How is everyone tracking the task/project type issues? Are you using just
2 databases
Hello, I want to have 2 différents database on the same server. Is it possible ? regards,
my myql.log is huge 4.5gb
hi I have just noticed that mysql.log is 4.5gb, last month it was 4gb, so it seems to grow by about 500mb per month i also found this thread from the MSP forum http://forums.manageengine.com/#topic/49000003510234 is it safe to delete or even disable? could someone from the support team get back to me on this please cheers
SD 7509 Workstation, Servers, product name only appears for servers and not workstations
hi all my servers are hp proliant servers, under the product type they are classified as servers and not workstations but when i click on workstations i cannot find them under servers but they are listed as workstations (desktops in fact) when i click on edit a particular hp proliant server under model section the drop down list is not filled out, when i click on the drop down list the proliant server type is not listed (but it does exist under products as product type server) when i click on edit
ServiceDesk Not Working After Applying HotFix 7509
Okay i stopped the service downloaded the hotfix and ran the update tool, browsed for the file and chose to update my engine from 7508 to 7509. IT created a backup and the installation went smooth and completed successfully at 100%. I then started the service and it starts pretty quickly. Later a splash screen comes up showing the progress of the start and it go all the way till i guess in the application layer at around 85% it hangs, the progress bar is not moving forward at all.] I restarted the
TimeSpent reports for Changes?
I'm looking at my timespent reports, and they appear to only show worklog entries for requests. Is there a way to include data from changes, or run a separate report that will show timespent data for the change module?
Pass-Through Authentication - LDAP
We use the Pass-Through Authentication feature with the Active Directory configuration... It would be nice to have this feature available in the LDAP configuration as well. The main reason for this, is the current limitation with the importing of AD accounts. AD import feature imports ALL accounts in the selected OU. The LDAP import allows for a search filter, which is excellent. So I suggest either of the following: 1. Add a search filter option (using LDAP syntax) to the AD import section -or-
KPI on intervention time
Hi, I would like to have a report on intervention time. I use custom report / tabular report / request then I select the fields request id / subject / urgency / priority / created time / completed time / responsed date I would like to have a KPI report based on the elapse time between the created time and the responsed date. The problem is as soon as you add a worklog or close the request, the responsed date is the last action date, but I need the first responsed date. Does someone can help me
Closing Request - Late redirect to Resolution
Hi, Because we have forced technicians to enter a resolution, recently alot of technicians have complained that when closing a request, they are redirected to the resolution section AFTER they have filled out a detailed "Comment". This comment could have taken 10 minutes to write, then only to be lost when the service desk redirects to solutions section. This entire part of the UI that is used on a daily basis should be fixed. I think when closing a request, and when solutions are required, then
SLA reporting
Hi, Please can you let me know if SDP can auto update a task owner on SLA status via email? This would be for a high priority task that has an SLA requirement and the task owner needs to be notified that the task in nearing the SLA deadline Thanks
SD+, OpManager, Netflow on the same server
Dear all, We have these 3 software installed on a W2003 server : OpManager Build 8022 ServiceDesk+ Build 6015 Netflowbuild build 7600 Each of them use a Apache, java & mysql process. Is it possible to migrate the 3 mysql DB into a new MySql server ? And in this cas, which mysql release should I install ? Thank you, Christophe
Problem Management
Hi, I've been using ServiceDesk Plus 7.5 for the last couple of months. I want to clarify something with problem management and how it is implemented in SDP. According to ITIL a problem is "...a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant." The implementation of Problem Management in
Survey Questions
Is there a way to make the Survey Questions mandatory? Some users are completing the survey but not answering all of the questions which is affecting the overall satisfaction level score.
Workstation Purchase Cost / Date & Acquisition Date
Hi, It would be useful if when filling out the purchase cost and date for a workstation, there was an option to also set the "acquisition date" field at the same time. Because at the end of the day, 9 times out of 10 these dates are always going to be the same and it would save having to fill the same information out twice. Thanks Tom
How do you handle purchase orders involving software?
I've never understood the purchasing of software. Let's say you want to purchase Adobe Acrobat 9 and you've never bought a previous version. The purchase order is going to ask you to define the Major Version from your managed software. What do you select? Do you wait until the software arrives, scan it on someone's system, mark it as managed, and only then can you properly create the PO and define the major version? How do you guys handle this?
API syntax help
I can successfully create a ticket by manually navigating to a URL in my browser. I need to go two steps further: I need to automate this via VBScript or something so I can migrate a bunch of requests from an old help desk system to SD+. One of the forum members (http://forums.manageengine.com/#User/jody.greene) gave me a good start on this. Instead of using an InternetExplorer.Application object, I'm considering using the Microsoft.XmlHttp object (which I don't have working yet), for the reason
Request Status/Update via e-mail
Is there a way that a user can request the status of a request or close a request via e-mail and not via the web portal? We have our sdp server behind a firewall and are not interested in opening it up to the world, but we would like for our customers to be able to send an e-mail and learn the status of their request. Thanks!
SMS Notification based on priority?
Anyone know of a way to only send SMS notifications via ServiceDesk only when a request is entered with a specific priority? For example, I want a a priority called "Emergency", and when a user enters a request marked as Emergency, I want an SMS message sent to all technician's mobile devices. I don't want this to occur with any other priorities. Thanks!!!
Reoccuring tasks
hi , i am trying the servicedesk plus and i was wondering how to create repetitive tasks , i want that each working day at 10:00 a new request will automaticlly created (for backup validations etc). is there a way ? Thanks ahead , Doron.
Change Request - Approval is mandatory
Hi Is it possible to force change requests to be approved before closing? I want certain types of changes to be approved by me (the line manager) before being closed. I can't figure out how to force someone to add the aproval? Technicians can raise and close changes without any form of approval being carried out! So my question is , within the software is it possible to make approval mandatory? thanks
Auto Responder
How can i stop the 'Acknowledge Requester by Email' notification being sent out for certain email addresses? I need to stop this responding to a certain email address, but to continue operating for all others. Richard
New users with SD+ have some question
I all, i am a new user of Servicedesk+ and i am currently in the stage of the configuration processs and have a couple of question to as: 1- I have a 5 technician licence and would like to give to 5 users of my domain but the default administrator seem to use one of the licence so is it possible to delete the default administrator or remove the tech licence from it ? 2- I have made some cutom entry into the built-in status but i am unable to delete the one already created is it normal because i don't
Adding Workstation Deletes Another One in - Assets Section
Hi, Im facing some weird probem here which orginated from 2 days ago when i did a full domain scan. 2 pcs are giving me this issue. These 2 computers are identical in hardware and OS. They are labeled 1. hr1 2. hr2 The domain name for them are same as their computer name above. Wehn i add hr1 hr2 gets deleted and viceversa. Scanning the pcs were problematic hr1 work great with global credentials while scanning but hr2 works only with local credentials; using global credentials fails with an error
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