Change Workflow in Roadmap
Hello, I am really looking forward to your work on the Change WorkFlow in your Post 8.0 Release roadmap. I am curious about your plans for that though. Will you be providing the ability to customize our workflow and to have multiple workflows? Let's say that we have two different planned workflows: a software development workflow and a IT infrastructure workflow. In the software development workflow we would have stages such as Planning, Change Management Reviewed, Development, system Test, User
Technican Notification Mails
Dear all, we have in use ServiceDesk Plus Version 8 Build 8010. We have one major problem. We´re two technicans and get no notifications about new requests or else. In the configuration i see the following that the the technicans are not in "" (see screenshot) Please help. For more informations please contact me. Greetings Boris Bäckler
UI Skinable or brandable
Is the UI Skinable or brandable?
update error
hi i am trying to upgrade servicedesk plus from Build 8007 to Build 8010 but when i am importing the ppm file to updatemanager.bat the upgrading immediately stops with message :error occured without telling the reason of this error so please assist me with this and thanks in advance .
API key generation for usage with REST
I would like to add and view requests via the REST API. Unfortunately I'm finding the lack of information and examples a little frustrating. In Admin -> General -> API, under the Rest API tab, it states that "The API key is generated under Admin -> Technician." Unfortunately, that location does not exist. Its closest match is Admin -> Technicians. I don't see anywhere I can generate an API key though. Can anyone please help me find generate an API key?
How to convert Technician back to Requester
How do I convert a Technician back to a Requester? The person moved to another department. Thanks
please help me
FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X
Forward Request - Unknown Entry added
hi guys, i have a small problem that is becoming a irritation, when i receive the request from the client, i then forward the request to someone else and every time below the messages, a line is added, Click for details : http://10.0.0.90:8080/WorkOrder.do?woMode=viewWO&woID=1951 when i reply to the sender, the line above is not present, only when i forward the REQUEST onto another mail address. i have to remove this every time i need to forward a request, is it possible to remove this, i have looked
Updating call Hangs IE8
When updating a call Servicedesk intermittantly hangs. Using Windows 7 64bit IE8 Servidesk Plus 8.0.0 Build 8009 Have tried on Firefox 3x and 4 and get a similar issue
Report for Softwares Vs Servers
Hi, Please provide us a query to generate a report of the list of softwares withe server name.We are not able to generate a custom report with Server and softwares in the same report.Please help us to get the deatils of the softwares installed on Server wise. Thanks in advance.
Additional Fields in API Calls.
I'm having trouble passing a custom "additional field" value to the API. We have created an "Incident - Additional Fields" of: Label: Host Description: NULL Type: Single-line I want to pass a hostname value through the api, included in the call I am using multiple calls and appending using perl: . "&Host=" . CGI::escape("$host") ..... $host has the proper value and is passed additionally through the subject line and I have verified it passes properly. However trying to have it auto populate the "Incident
Question with the same name already exists
I am trying to create a new service template after deleting an old one and while adding a new question I am getting an error that the "Question with the same name already exists" What can I do about that? Thanks
SDP: Requester field in Techicians tickets
Hi, Usually when a user open a ticket the Requester field is already pre-compiled. This does not happen with technicians. It would be possible to disable a technician to open tickets on behalf of someone else? Or if that is not possible, is it possible to at least to precompile the requester field? Thank you
How to Disable Tabs in service desk
I want to Disable Purchase Management Tab on My service Desk demo version, or Contract Management or Problem Management Can I do this ???
Change Request via API
Hi. Is there any way to add new, check or update Change Request using API? So far I've been able to add only standard request. Thanks. P.
Asset Discovery
The asset discovery option of SDP is very good. Where I work we have quite a few standalone machines which also need discovery action to ensure we remain compliant. It would be very useful if there was an option that allowed a "module" to be created by SDP and saved to USB Flash Disk that would allow us to insert it into a standalone machine, run the module and collect the data for merging with the final reports.
Email notifications not sending
Hello all, Recently updated to the latest SDP version and email notifications for created requests are no longer working. We can email technicians directly from cases, so the email can work, however the automated notice is not working. Is anyone else experiencing this? Eduardo Mendoza Univ. of Southern California eduardjm@usc.edu
Browser identification
The 8009 release has some issues with the description and resolution fields on Firefox 4 that cause loss of content entered to the fields by technicians. I am interested in a feature that would identify the browser used by the technician and warn them if they are using a browser that is too new to have been tested with the product. Is anyone else interested in this?
Block outbound mail
I need do block outbound mail with a special subject text. Can Servicedesk Plus do that?
ITIL
Hi, Id like to know if ServiceDesk Plus 8.0 is an ITIL v3 Compliant software. Thanks Paulo Santos
Users unable to see all their requests
Our users do not see all thier requests in my summary portion of the page. Only last two weeks requests are avilable as whole. Is there any parameter that can be enabled so that they can see all thier requests? Thanks
ServiceDesk Plus Password Reset
I am reviewing ServiceDesk Plus and need to know whether it allows for the resetting of passwords by user in active Directory. If not how can that feature be added. Thanks RBSplat
Domain name vs AD Domain name Service Desk - Desktop Central Integration
We have both Service Desk Plus and Desktop Central with DC7 sending the asset information to Service Desk. However, when the asset information is passed to Service Desk, it sends the AD domain information and not the domain information that DC7 uses. Domain - company_domain AD Domain =company.local This casues an issue when trying to iniciate a software load from SDP to DC7. Service Desk finds the computer as being in the company.local domain but Desktop Central does not find it (thinking it
Some field on request template can't set automatically although bussiness rule have been set
Hi, i 've problem when my customer need to set some field automatically in request template when they create new request , i've set business role to apply it, but it's not working. Please need your help. Thanks.
Windows 7 machines overwriting
Hello all, we are having problems when including new machines with Windows 7 in Service Desk Plus build 8009. The machine is correctly included when the scripts are executed, but when another machine with the same model is included the first one main information is overwritten. Thanks in advance for any help. Cássio.
Confusion surrounding departments
Hello, I am having some difficulty understanding how SDP handles departments. I have imported all of our requesters from AD and had it pull in the requesters and their departments. I see that when I pull up a requester's record, it does show them in the correct department. However, that is only in the "Requester Details" section. Under "Request Details" it still says that the department is "Not Assigned" even though the ticket is for the requester which accurately states which department she
Hotfix 8009 Released !!
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Following are the list of issues / enhancements addressed in this hotfix ( 8009 ) release. Issues fixed in 8009: 1. SD-36985 : Reply from mail client is not getting added as conversation when To and CC contains same Email Address has been fixed. 2. SD-36381 : Technician cache was not getting updated while changing Requester as a Technician
Critical : Error while invoking backup
hi chaps, I'm getting an email each week when SD+ backs up saying it's having problems. It doesn't fall over and is working OK. There is only 600MB free on C:, could that be the issue? Also, any idea how to compact and tidy up the database?
Not able to delete the group
Hi, Please provide us the query to delete the group from backend.if i am trying to delete it is throwing error like being used by another module. Please kindly provide a solution for this
Close Request Requirements
Is it at all possible to require notes to be posted to a request ticket before it is closed? We want to require notes to be added to a ticket before it can be closed, whether incident, problem, or request. If this is possible I am not finding any documentation on how, and the settings do not leave anything to hint that it is at all possible. Any experience or work around would be appreciated!
Request does not fall under your permitted scope. So you are not authorized to update the same
when i send request by mail it dose not appear in my My Requests (web area ) how can i to gather the both - mail Requests and web Requests
SLA deadline set for the end of the next working day
Dear ManageEngine, Our customer would require to be able to set a SLA not in hours, but with deadline set at the 1800 of the next working day, whatever is the time of the request opening. Thank you
CMDB Report of network devices
Hi, Please provide a query to get the details of network devices.We are having a report to get the details of workstations and servers but there is no report to get CMDB details of network devices.Please help to sort it out.
can i keep two manage engines on the same server?
sir, I have a manage engine for support activities. we are planning for production also i want to know whether both can be kept on d same server and machine if so what are the settings to me done??? please reply asap as its vry urgent... Regards, XYZ
Change the filter list.
Hi, We have some custom views we use on the requests page. We want only some technicians to see these views, we could make them private for each technician but this is obviously a long process. Is there any way to make a custom view and push it to some technicians but not all. We could filter the technicians individually or by their site association.
How delete the software of which "Installed" = 0 by a query
In the module " Assets\Software\Scanned Software ", how delete the software of which "Installed" = 0 by a query in MSSQL Server.
FR_DUETIME
I am currently extracting data from the workorder table and have come across the field: FR_DUETIME Anyone know the purpose of this field? Thank you, Hayes
Report on all software installed at Site
Can you help me with creating a report that will produce all software installed at a specific site? Best case is it would group by software and list who had it installed: Acronis: -Laptop1 -Laptop2 Thanks!
MySQL Survey Settings
Hi Support, Good Day! I'm just asking how to change the survey settings satisfaction level scales from level 1-4 and I'm going to changed it from 4-1, by using the back end of your Database Mysql? Thanks Hope to hear you soon.. memels.
Release 8.1
Any idea when version 8.1 is sheduled? Would be very nice to have the new change management and CMDB. Best regards, Mark
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