Update to 8007 system down
After updating from 8006 to 8007 our system is down. - We can not use the system - I can not restore the backup - When opening the http://localhost:8080 I get the message: The page can not be displayed.
Alert Technician by Email when a request is assigned
Hi We are using the following notification rule "$RequestId $Title logged by $RequesterName has been assigned to you by $Technician" The problem is that the mail subject line reads that the ticket has been assigned to you by "Yourself". I.e. it picks up the $technician as the person you are assigning the ticket to instead of the person who is doing the assigning. I hope this makes send. Thanks Brent
Email domain change
Hello, Our organization has decided to change our domain name. Unfortunately, I added all of our requester email addresses manually because they're not defined in AD. All of our requesters have the same domain name. Is there a way I can go change all of the requesters email domain names at once or am I stuck going in to each requester's account and manually updating the domain? Thanks in advance!
request that was in status "some status" more than 30 mins
Hi. How can I make report that will show me all requests in this month that was in status "some status" more than 30 mins?
Hotfix 8007 Released !!
Dear Users, Kindly refer to the below announcement notification to know about the details of the latest hotfix release 8007. https://forums.manageengine.com/#Topic/49000004725000 Regards, Srikrishnan ServiceDesk Plus.
Tickets Status
One time a ticket is closed, i want to know at what time the ticket stay in all status ( in progress, pending , resolved and closes ). Now I only know the time that the ticket was created or closed. Thanks is advance. Alex.
$RequestLink displays HTTPS in email notifications
We currently do not have SSL enabled. However, in outgoing email notifications, the $RequestLink variable is populating emails with HTTPS instead of HTTP. Where can I change this?
How to add a new column?
Hello, we want to add a new column in ServiceDeskPLus 8. This column has to show us the date of the last reply (answer) to a support case. Please can somebody help us how we can do this. Thank you Markus
cannot enter service name when using Safari on a Mac
We are testing the latest build on version 8 of SDP. If we using a windows computer with IE8 we do not have any problems. However as our team are all on Macs, when we use Safari (latest version) we cannot enter any text in the "service name" field when setting up a new service in the service catalogue.
IMAP not connecting with ServiceDesk Plus
Hi Support, We did a direct Telnet from the ServiceDesk Plus server to the IMAP Server. It connects and logs in to the system, but somehow when we save the setting in Mail Server settings page, it doesn't save it. Please see the output from IMAP here * OK Microsoft Exchange Server 2003 IMAP4rev1 server version 6.5.7638.1 (KNB-MAI L-01A.khazanah.com.my) ready. a1 capai a1 BAD Protocol Error: "Unidentifiable command specified". a1 capability * CAPABILITY IMAP4 IMAP4rev1 IDLE LOGIN-REFERRALS MAILBOX-REFERRALS
Auto-detected domain names, more of a hinderence then a help
SDP has attempted to auto-detect domain names for a while now and I have to say that 99.9999% of the time it gets it wrong. One should just manually enter their domain information under domains and leave it at that. I don't want our DNS sub-domains listed. I don't want the domains snooped off the network listed, which are almost always from visitor laptops. Just use the domains I provided and stick with those. It would be a lot simplier for the SDP software as well if it didn't attempt
Adding Resource Tag in the Columns of asset (Printers,Workstation, etc)
Hi, Team. It'd be very helpful to be able to add "Resource Tag" as a column on the WorkstationListView page and be able to sort by it. Please add this as a feature. We previously requested it and the version 8.6 and still no response. Thanks
Regarding Notification to Managers
Hi, If the escalation level reaches Level 3 then can we send a notification mail to users which are not the technicians. Below is the scenario what i am trying to explain: If suppose the server goes down and the requester raises the ticket, then it should be resolved within 30 mins and if not then it should escalate to Level 2 and then it should be resolved within 30 mins and if still not done then it should be escalated to Level 3 and send a notification mail to all the Sr.managers and Vice-Presidents.
Some features/Issues to Highlight on ServiceDesk Plus
Hi Team Just would like to highlight a few issues and feature in our deployment. Change priority matrix - Already you gave the Feature ID Mandatory field when creating a change ticket (product limitation) Rearrange location field in change form for impact, urgency, priority etc - Change Form kind of option Changing the name of default field will impact all module or affected module? Eg.if there is a default field like Impact and we want to change it to KNB Impact, will it affect all the modules,
Hotfix 8006 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 ( 8006 ) release. Issues fixed in 8006 (Released on: 22nd December, 2010) SD-35077: Unable to associate a service request to a change from change details page. SD-35237: Performance issues addressed in "Request list view page", "My Schedule page" and "Technician Availability
API usage in ServiceDesk Plus
Hi Team Is the API restricted to only Monitoring tools integration or can it be used for Updating Requesters information, Change forms etc in ServiceDesk Plus ? We know that customers have to use their own development for this API, but we would like to know whether the features of API are limited only to getting alerts from other Network Monitoring tools etc. Thanks Gopi ME Tech
A more flexible Date selection field and Items Received aren't anti-dated when creating a historical order
Hello guys, A suggestion on the one hand, a small issue on the other hand, quite simply because both are interrelated towards each other. I create older (historical) orders, so basically i create an order on a certain date. When you receive the items however, these items are not dated on the order date. Rather all the items received are dated on the currect date. To try it yourself: Create a new order on let's say 12/12/2007. Then follow the workflow until you receive items, receive them and close
please help with .CSV for importing assets
Hello, Please, give me any template of .csv file for importing assets in SD, or link where i can to find any description about this. Thanks
delete pending approvals
Sent for approval to manager. Manager 'lost' the email with the link to approve. Sent it again and instead of clicking the link, manager replied to email stating approved. Now I have to send it for approvals again. How do I delete the first 2 'pending approvals'?
Uninstall ServiceDesk Plus
I have an old server on which I installed SDP . I now want to remove all references to the application including it's MYSQL database as SDP is now installed on a higher end server. Apart from removing the app from Add Remove Programs is there an application or batch file which will remove all references to SDP ?
connection to domain after patching- cannot log in
I am running version 8 with build 8006 of service desk plus We authenticate through active directory and SDP is running on a windows machine (mysql backend). The issue we are seeing in our test environment for the last few patches is that when the patch is applied and servicedesk starts up, we cannot log in as service desk seems to not see active directory. The workaround is to restart service desk plus a second time.
Reports - Hard drive data on specific model workstation
We would like to run a report that will tell us the hard drive info on a specific model workstation (dc500). Could you please provide the query I would need for this?
Business services in 8.0.0 version
Hi, Where can we manage business services in ServiceDesk plus 8.0.0. We are using enterprise version and i cannot find this section ... Thanks
Agentless scanning for Windows 7 64bit?
I'm having problems getting our Windows 7 computers to scan on the domain. The XP computers are fine but the Windows 7 computers are giving me this error in ServiceDesk 8.0.6 "Connection to RPC server in the workstation failed. " I've turned off the Windows Firewall and I ran the scan_setup.vbs file and I tried all the recommendations on the "Troubleshooting DCOM Error" page (http://203.199.211.69/sd/AddSolution.sd?solID=4501) And I tried all the steps in the "Scan Troubleshooting" page that comes
Service Desk Plus
Hello! There is a problem with the Service Desk Plus. Requests hang when accessing SQL database. Observe the following: Go to the SQL database query some of the queries are stopped and idle, hung over, a new request, he also hangs as a previous request was not fulfilled and so until the next office does not hang SD. Local calls to SQL works without problems. Version SD: 8.0.0.8006 Please tell me where to see the logs and how can I solve this problem? Thanks in advance!
asset inventory, strange PC names
After we upgraded to v8 we started to see workstations listed twice in the asset list. For instance we would have a server name Server1.whatever.com and then we would have one almost identical named Server1.whatever.com.old Its seems almost random when one will show up. But they do show up. If I delete the entry, it will show back up again. It does not seem to be hurting anything but its starting to get annoying. thanks j
Hotfix 8006 Released !!
Dear Users, Please refer to the below announce notification for the hotfix release. https://forums.manageengine.com/#Topic/49000004697258 Thanks & Regards, Srikrishnan ServiceDesk Plus
List of contacts within account
Pretty straughtforward - i want to list every contact associated to an Account but within Report Module "contact" button doesn't provide things like contact within it and the "account" button also doesn't show contact name. Rod
Hotfix 8005 Released !!
Dear Users, Hotfix over 8000 ( 8005 ) got released, please refer to the hotfix release announcement for more details .. https://forums.manageengine.com/#Topic/49000004675139 Regards, Srikrishnan ServiceDesk Plus.
Hotfix 8005 Released !!
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 ( 8005 ) release. New features in 8005 (Released on: 15th December, 2010) SD-34823: Category, Sub-category and Item data can now be imported from a csv file. SD-34755: It is now possible to create new change from service request. Earlier this was possible only from incidents. Issues
Warrenty Report
Hello - i am trying to run a report to show me the Warranty Expiry Date for resources. when I run a custom report against the resources this field is missing. Am i missing something? Would have thought you would allow users to select this field seeing as it is part of the key information of the asset. Running version 7.6.0 Build 7608 thanks Peter
FAILURE :Invalid Request ID error when merging cases
We are getting the following error when a case has been merged into another case. for example case 1 - 28249 case 2 - 28250 if case 2 gets merged into case 1, and when we click on the link that was generated for case 2 we get the error FAILURE :Invalid Request ID. . Should it not send you to the merged case?
unable to change multiple tickets group
When I select multiple tickets and select edit, I am not able to change their group assignment unless I first force the site to change. Is there a way around this, or do I have a setting not configured correctly?
Service Desk Plus IP6 compliant?
Hi, We are doing some early preparation for IP6, and wondering if Service Desk Plus / Manage Engine can handle IP6? Thanks.
Problem adding/editing a Technician
When attempting to add a new Technician and grant Administrator Priviledges, or even edit an existing Technician to grant Administrative Priviledges, I am presented with the following error message: FAILURE :Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,292,260,645,018. I'm running SD+ ver 7.0.0, Build Number 7019. Am I doing something wrong? Can someone please provide assistance to help me get past this roadblock?
Business Rules - Inheritance
Hi, Is there a way to get a collective view from the existing Business Rules? I would like to figure out which Rules apply and set inheritance. We have several Sites, but we usually want to set Business Rules for all the Sites ("default setting"). When I browse the Business Rules, it is difficult to figure out whether a particular Rule is set for that Site, for "default settings", which apply for each Site and why the order is different. Regs. /lakend
Technicians and requetstors are not reflected in the service desk module
Users created in the Manage Engine Admin tab are not reflected in the service desk technician list and even requestors are not refelcted in thte Service desk module.
Average days to close requests
Hi, I need a report which just says how many days, on average, it took to close requests, by month, for the previous 12 months. I would also like to see the result in a graph. I'm using version 7002 at the moment. We don't enter time on tickets, so I'd say we should would use the created time and completed time stamps. Is this possible? Thanks julian.
Scanned workstation not showing as 64 bit
Is there anyway to add a field to the workstation scan that will show if the operating system is 32 or 64 bit?
Problem with Business Rules
So I set up a simple business rule where it should react on an email from myself. And then send me an email notification. I send an email to the service desk, I see a BusinessRule_EMail_2114_NOTIFICATION in the system log. But I don't get the email, I do get all the other associated emails with the creation of a new ticket. It also doesn't do the category move requested in the rule. We are on 8.0.0 Build 8004 Any help getting this working ?
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