Technician missing under Requests by Technician field
I created a new user about a week ago on SDP v8, however he does not appear under Requests by Technician via the Dashboard menu.
Scanning Printers with SDP 8.0
Three issues: 1. If i do a network scan using local credentials with username blank and password blank (HP printers dont have password set), none of the printers get scanned properly. 2. I can scan printers individually by hitting the scan now button in the Assets > Printers view. This succesfully discovers and creates a new printer asset by specifying the printer IP, local credentials and telnet. However when I go to update the asset by clicking into it and hitting scan now i get the message "FAILURE
Service Catalog
Hi Karups, Thanks for your reply. I have few more questions to ask 1.I need one feature that the requester should only be able to view service catalog or Request tab but not both. 2.As soon as request is raised in Service catalog the SLA starts but the SLA should start only after all the approval of all the approvals or else the SLA gets violated. 3.Can we maintain a hierarchy of approvals. Below is the scenario of the same. Suppose i have raised one request and it should go for an approval
Hotfix 8004 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 ( 8004 ) release. Issues fixed in 8004 SD-34474 : When a requester replies to a request through Self Service Portal and if the notification is enabled for the technician, then the description sent in the notification is that of the original request and not the latest
Technition missing authorities
Dear support team, This morning when i log on to my account, i lost all the authorities(admin and tech). I ask my colleague to check and he said my id still under admin and tech list. Please advice and many thanks in advance. Regards, Wanorwm
Closing Rules - Auto closing request/incident
Hello, We've noticed an issue with the closing rules. When the technician creates the request/incident, and resolves it at that time too, the request/incident will not close based on the Rule we have setup. (Our closing rule is setup to auto-close in 1 day). The auto-close rule seems to work fine any other time. It's just the above scenario that it will not close. The request/incident then remains in a resolved state indefinitely, until it is manually closed. We are currently on version: 8.0.0.
Confusion over "Operational Hours" and "site" time settings
Hi, Our organisation consists of three regions - UK, US & HK. We have a single IT support team based in the UK that provide technical support to all three sites. Our operational hours are 08:00 - 19:00 GMT and anything else is considered "out of hours" support. What is the best combination of settings to use to ensure that the SLT calculations are all based on OUR operational hours rather than local time for each site? We currently have the local times set correctly for each region and "refer
Remote Control
Hi all, It might be more a problem than a question but since i'm asking for some clarification here we go :) I'm currently using ServiceDesk plus 8.0.0 Build 8003 I noticed there is a "remote control settings" option under the Actions tab. I've configured the agent itself and pushed it to the remote computer. On the computer I can see 2 services - ManageEngine AssetExplorer Agent - ManageEngine AssetExplorer RemoteControl I did have to manually start the Remotecontrol service but its running
requester list missing
Hi there, after i restore old backup, error message below appear. I tried to import user list from active directory , no error but message below appear at requester list instead of requester itself.. Please assist me as soon as possible and many thanks in advance. :) <td width="8%" valign="middle" align="center" style="background: transparent none repeat scroll 0%; -moz-background-clip: -moz-initial; -moz-background-origin: -moz-initial; -moz-background-inline-policy: -moz-initial;" class="fontB
do not create new requests via email
is there a way to prevent new requests from being created when users send email? I only want new tickets to be created via the web form or by the technicians. I want to maintain the ability for email updates to existing requests. The point to this is to either call the help desk or submit through the browser as usually customers do not provide enough detail in email submissions.
Not able to created or delete technicians in service desk
Not able to created or delete technicians in service desk
upload build number
Hi there, i am having a problem with my server. I just uninstall it and doing fresh installation. But the problem is now i am having a problem with updating to build no new version (7514 - 7600). The error is " unable ti start the DB. possibly server is running if so Please shutdown the server." I need to use that version because i want to install database from backup. Please assist me as soon as possible because my server already down since 3 days ago. thanks
hotfix 7605
Hi there, i am having a problem during restoring backup data. my data is in 7605 version. Which version i need to use because i am not able to find hotfix 7605. Please help me because my server already down since 4 days ago.Many thanks in advance. -regards- Wanorwm
Parse emails in a more granular fashion
Emails are assigned to an existing ticket when "REQUEST ID: nnnnn" is in the subject line. How about adding the ability to parse and assign emails with "CHANGE ID: nnnn" and update the Change Request? Right now it opens old tickets or a SPAM filter has to be created.
hotfix 8004 Released
Dear Users, Please refer to the below announcement for 8004 hotfix release. https://forums.manageengine.com/#Topic/49000004556013 Regards, Srikrishnan ServiceDesk Plus.
SD 8.0
We have a problem. During e-mail replying to the query, the new query is generated instead of adding the reply to the current query. The e-mail topics matched. Please provide us with the support.
Removing field
Hello, We have a trail of servicedeskplus and i have a problem. I placed a new field into the default request, but when i remove it using the red cross and save it afterwards ist not removed. Because when i make a new request the field is still there, also when i return to the template "default request"the field is returned. Am i doing something wrong? Regards, Francis
Hotfix 8003 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 ( 8003 ) release. Issues fixed in 8003 (Released on: 16th November, 2010) SD-34250: When a requester replies to a request through email and if the notification is enabled for the technician, then, the description sent in the notification is that of the original request
ServiceDesk not connecting to IMAP. Telnet login works
Hi Support We faceing this issue today. We try to fetch email but in mail server settings page, its blank and we tried manual telnet to imap and its login in to the imap server. we tried different ways, but no use. kindly find the logs, thread dump and screenshots attached. We uploaded to Bonita also, here http://bonitas.zohocorp.com/customer_uploads/2010_11_19_3_52_43_SDP.zip thanks Gopi ME Tech
display problem
SDP v7611 when using Google Chrome the quick access is not displaying properly
SDP 8.0 released
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus 8.0 SDP 8.0 can be downloaded from http://manageengine.adventnet.com/products/service-desk/download.html Existing SDP customers can move to the latest 8.0 version by applying the migration pack available at http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_7_6_0_SP-2_0_0.ppm Existing customers, kindly note, that upgrade to 8.0 can be done only over 7611. Customers in earlier builds
Multiple Request Forms
I see this was brought up a few years ago in the forums, but no mention of it recently. Is there any way that we can create multiple different request forms? I am still testing on Version 6. Thanks, Marc
Due by Date/Time Mismatch
Hi ServiceDesk Team We have configured Operation Hours and SLA for our SDP. This is our working hours. This is our SLA. This is our list of current tickets. As you can see in the red rectangle, the created date to response due is 8 hours and response due to resolve due is 8 hours. But 8:30 am to 5:30 pm is 9 hours. Thanks. Isaac ME Tech
How can i create a report about: process time in Service Desk by sql command
I want to create a report processtime in service desk by sql command! This is report form i want: - RequestID - Description - Processtime by formula: processtime = resolved time - created time - onhold time But i don't know how can i create it! Please, help me! Thank & best regards! TuanLA10
Java.exe consuming 100 % of CPU - SD version 7.6.0 Build 7604
Hi, We are running SD 7.6.0 on a dedicated server with 2 CPUs and 2 GB RAM. The db is on a dedicated MS SQL 2005 server. In the last couple of days I noticed that java.exe uses 100 % CPU and stops SD from working. Just gets inresponsiv. Even restarting the service or the server had no effect. In no time java.exe is back to 100% and stays there. Hope someone can help me to solve this issue. Thanks and best regards, Markus
java.exe 100% CPU usage - SD version 7.6.0 Build 7604
Hello, We are running SD on a dedicated machine with 2 CPUs and 2 GB Ram. Was working fine for a while. But in the last few days I noticed that the java.exe consums 100 % of CPU and so SD becomes unresponsive. A restart solves the problem for a while but the sooner or later java.exe goes back to 100 % CPU utilization. Anyone an idea why this is happening and how to solve the issue? Thanks and best regards, Markus
Asset Auto Sync
Hi Team Readme file in SDP V8 stated <Auto Sync of Distributed Data: The inventory data scanned in the remote SDP servers would be pushed automatically to the central SDP server at periodic intervals> Is this future available between SDP and AssetExplorer build no 5504? There is an error appeared <Problem while pushing data to central server. Pushing the file to the central server failed> Manual import using ZIP file working fine. Regards MeTech
Roles....
I want to create a Role that has ADD and VIEW for Requests and Change and add an account thereby allowing the Request, and upon completion spawning the Change directly from the Request. This would be a short term work around for the lack of form manipulation in the Change module. Why is a Role considered to be a Technician? Cheers.
migrate Service Desk plus from Windows+MSSQL to Linux+MySQL
how i can migrate Servise Desk plus located at windows server with mssql to linux with mysql all data should be moved at new location
Hotfix 8002 Released
Dear Users, An Hotfix upgrade over 8000 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 8002 (Released on: 8th November, 2010) SD-34203: Duplicate requesters being created when a request is raised through email is fixed. This issue will occur when the case of the E-mail Id changes, irrespective of the number of requesters(Only a part of this issue got addressed 8001. So the issue ID remains the
Scan Solaris with local credentials.
Hi, I'm receiving the following errors while trying to scan a solaris box using local credentials (Root): FAILURE :Problem while scanning Workstation. Please report the problem to the system administrator, with the Error Code - 1,289,236,836,236. Thanks,
Hotfix ( 8001) over SDP 8000 released
Users, Hotfix (8001) over SDP 8000 got released. The issues fixed in the hotfix are : SD-34203: Duplicate requesters being created when a request is raised through email is fixed. When the user's mail id is configured as Example@test.com and when the user send's a mail to SDP with from address as example@test.com, then a new requester will be created instead of using the existing one.This issue will occur for customers who have more than 1000 requesters. SD-34201: In Mssql set up, approvals sent
Disable the Supportview for Technicans
Hi all, is there a possibility to disable the support view for technicans? I just want the administrator to use the Support but not our technicans. Best regards Thomas
win 7 along with IE 8
how u use this on win 7 along with IE 8
8.0 Upgrade Show Stopper.
When you upgrade to 8.0 you lose all approved and pending approval data. I have just put in a support request to SDP support, but no response yet.
Remote Access Control Button
Hi; I dont have the Remote Access Control Button in Asstes.
SDP Performance
Hi Team As you know, we are working with AirAsia on some performance issues recently.They are going full production and users/techs are logging in across Malaysia-Thailand-Indonesia, so new performance issues are coming up in the SDP system. Anything / Testing we can do to resolve this. Also, we wanted to use Qengine for testing the performance on the system. If we provide you with the data, would you be able to interpret and assist us in resolving the performance issues from the system. regards
Evaluate SDP
We are currently researching a number of service desk management products. One feature we really like in one we found is that it integrates with the Outlook (Exchange) calendar, so when a service ticket is scheduled, it appears on the technicians Outlook calendar. I didn't see that is specifically included or enabled with SDP, does anyone know if it has this ability?
DNS Server Problem
We are using version 7.6.0 We are having problems with one of our DNS servers. It happens to be the one we are using in Service Desk Plus for Pass Through Authentication. Now I cannot log into the site to change this information. Please help. Thanks
Service Desk Plus : CSV export/import
Hi, Does service desk plus have an data export/import features ? For example: On the test system, export management data like category, topis, etc.. to a csv and then import the csv to the product system.
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