Multiple Outgoing Email Addresses
Hello SDP support, I would like to be able to assign individual outgoing email addresses to each technician. for Example: peter-support@domain.com jack-support@domain.com mary-support@domain.com So when they send their responses from SDP they have a bit more personal character. The requestor will know who it is coming from before they open the email. Right now some of my requestors tend to ignore SDP emails and focus on personal replies only. So we revert to using email clients which complicates
I need help.....
I just started to use this program ServiceDesk Plus and we have created an e-mail account named soporte. So when a user send a e-mail to this account, a ticket number is created. I have a question: Is it posible to configured that when someone send a e-mail to this account Soporte, I could receve a copy of this e-mail? Thanks a lot! Gláucia
Have business rule or something auto open additional tickets
Is it possible to have multiple tickets automatically opened when some one submits a request? For example, a new user request. Would like it to open some child tickets that are tied to the original. Thank you, Marc
SSO is slow until cached
Hello, I believe SSO is partially working on some of our AD accounts but others it seems it either times out or they just get a login screen. For the accounts which do work, it seems like the browser churns for a good 20 seconds and finally loads. Then if I log out and close the browser, open it back up and try again, SSO instantly works and the user automatically logs in and sees their home screen inside SD+. Does anyone have any suggestions as to why it could be so slow for the first time?
Wrapper Stopped
Hi, Please help me with my problem with ServiceDesk Plus, after restarting the service, the service was not started, see the event log: Ouvir Ler foneticamente Unclean shutdown of previous run. PM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details JVM exited unexpectedly. There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up. There may be a configuration problem: please check the logs. <-- Wrapper
Restore Service DESK PLUS
Is there any way to restore Service Desk Plus after running a backup schedule from admin profile? For example can I restore Service Desk Plus(attachments and database) to a previons point in time if i have full .data backup
Deleted administrator account - HELP!!!
Dear Support, I have version servicedesk plus 7.6 installed. After an import from AD, I tried to clean up and accidentally deleted the administrator account. I found info on this forum on how to change another user to an admin role but when I execute some of the queries to update role I get this: mysql> update aaaauthorizedrole set role_id=4 where account_id=381; ERROR 1062 (23000): Duplicate entry '381-4' for key 1 Did I miss something? I really hope you can help me! Thanks in advance for
Increase trial version...
Our trial version for service desk plus is expiring today...we are already in process of purchasing the software and will take another 5 days to make payment... Please let us know how can we make it up and running by then,,,thanks... Regards/Mudasar
New field in post Event
hello all, i created a new field in my solution with name Test. I have a form that maked a post in url of helpdesk. How i add my new field in url POST? I dont know the name for post! tks
Patch Scanning on SBS2007
We're having an issue where all (3) the servers we are monitoring that run Windows Small Business Server 2007 are failing the Patch scan as Unsupported operating systems. Is this an expected behavior, or is there an obvious setting I need to change?
Add ability to save import scripts/mapping in SDP Asset Module
It would be GREAT to be able to save mappings used to import assets. We regularly add to our inventory and re-mapping for each data load is tiresome!
Manage engine helpdesk and firewall issues
how to add assets behind a firewall, which ports should be opened ?
Need to add ALL fields to export tool (Assets)
I have noticed that not all fields which are visible within the application are available in the report/export tool In particular, the "Cost", "Part No." and "Warranty Expiry Date" fields. Would anyone else like to be able to have ALL fields available?
Service Desk Plus Notification
Hi, I m not able to get any notification whenever new complain issue is logged,assigned or close.
Task assigned to a group
I've encountered an issue where if a Task is assigned to a Group but not to a Technician, that the entire group receives the notification. Unfortunately to each of the Technicians, it appears that the task was assigned exclusively to them even though it wasn't assigned to any of them. Aside from modifying the Task Notification Template to put a warning there, is there some way that SDP can make it clear that a Task was assigned to a group and not a Technician? Thanks.
Database fields and Application fields should match in SDP asset application
I've noticed that the field names associated with assets in many cases do not match between the application screens, export screens, import screens and database. (For example, is it an "Asset Name" or a "Resource Name"?) I would like to see continuity throughout the application and database. Anyone else?
cannot reply request
hi I am facing with problem that contact cannot reply their requests, they get this screen once they click on Reply button. (they just can save the message, cannot sent the message) Could you help me how to correct it? Thanks
Contracts page
When looking at Assets on the contracts page that are part of a contract it would be nice possible to see serial number and or asset number in this listing as well. Thanks, Joe
Updates and Hotfixes for 4407
Good Day My server crashed the other day and I need the updates and hotfixes to get all the info from service desk. I have the build number 5507. Please any help would be appreciated. Thanks
Possible to enable Spell Check by default for all large text fields?
Is it possible to enable the Spell Check feature of the editor for all large text fields such as Description and Resolution in the Request module? Or is that something has to be specifically run by the person typing in that field? Thanks.
Time Elapsed
What does Time Elasped include? ie Call is opened - Call is put on Hold - Call is taken off Hold - call is resolved - call is closed. Doers Time Elapsed include the Hold Time?
ServiceDesk Plus Pre-Requisites
Can anyone tell me, what are the server/OS pre-requisites for ServiceDesk Plus Standard Edition? I.E.. server spec, CPU, RAM, Disk, Physical/Virtual, OS version etc.
Robo no reset password
Hi My service desk plus is not reset password with robot tecnico my license was buying robo technical Help my please!!!!!
no edit description by technical in advanced functions
How I can change the permission to no edit the description by the technical. Thanks, Christian
manage 2 mailbox with auto forwarding
Hi, can you help me? We have 2 mailbox mail1@help and mail2@help, mail1 is the mailbox matching servicedesk Mail Server and mail2 is a mailbox with autoforwarding on mail1. Problem: When we reply to sender for a msg in mail2 forwarded by mail1, the field cc of msg take the value of mail1. I want disable this option to have a reply with cc field empty. Is it possible? Thanks in advance. Gianluca
Is there a way to retrieve versioninfo for ServiceDesk Plus from the ServiceDesk Plus database?
Hi, We are having issues with our ServiceDesk Plus installation while trying to upgrade it. Unfortunately, the upgrade failed and we seem to be unable to restore the ServiceDesk Plus installation from a VMware snapshot that was taken just before the upgrade (we get a 404 error in Apache). We do not know which version of ServiceDesk Plus was installed at the moment we did the upgrade and were told that not all versions will work with all database versions. Is there a way to retrieve the version information
ServiceDesk Remote Control?
Hello, Could I get a explanation on how the Remote Control works in ServiceDesk Plus? I have sucessfully connected to a user's workstation, however it was disconnected after couple of seconds. My second attempt has never worked. I'm always stuck on "Installing Agent Controller...." followed by an error message of "FAILURE:User failed to authenticate your connect". Are there any specific settings must be enabled on user's workstation? We are on server 2003 DC. Thanks, TT
Service Desk Free version and Opmanager
Hi I recently loaded ServiceDesk and was trying to build up an IT Asset Register on my predominantly Windows network. It picks the printers, desktops and servers but doesnt pick anything except the IP address of my Centos 5 server. Isnt it meant to be heterogeneous or is there a separate plugin for Linux? Regards Isaac
Roles problem
I set two roles. 1: Assets: View and Technician allowed to view All 2: Assets: View, Add, Edit All in associated sites I added both roles one Technician. But he sees only his own side of assets.
Downgraded version
hi there.. i just upgrade my service desk to newest version.. but got a lot of problems.. can i downgraded back to previous version . Please Help
abillity to buy modules
it would be nice if there was the abillity to buy servicedesk plus modules. for instance - change management module.
Problem adding over 25 workstations/servers in asset management in service desk plus
I HAVE SERVICEDESK PLUS with 350 SERVER/WORKSTATION LICENSE WHEN I TRY TO ADD MORE THAN 25 WORKSTATIONS IT DROPS THE LAST WORKSTATION AND WONT LET ME ADD MOVE THAN 25
Two Problems With 7610/7611
Hi, I have two more problems to report with the latest version of the SD. When I have no browser windows opened, and I open a link to a request eg http://<server>/WorkOrder.do?woMode=viewWO&woID=5195 My browsers are seen to redirect me to here https://<server>/HomePage.do?SkipNV2Filter=true If I open subsequent links I am brought directly to that link without getting directed. Can this please be resolved as it can be tedious having to open the link a second time.. ---- The second issue I notice
keep getting login page when i change tab servicedeskplus and desktop central
Hi all i sign in to either of these newly installed software packages and i keep getting the sign in page every time i change tab - why is this - i am using IE8 and the software is installed on a 2003 server thanks in advance JH
Sub Groups in Reports
Is there any way to have a report with Sub Groups? For Example, I would like to pull off a report for calls logged against a certain Category. I would then like the same report to group the Category by Sub-Category and then again by Item
Hotfix 7611 Released
Dear Users, An Hotfix upgrade over 7600 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 7611 SD-30877 : NumberformatException occurred while fetching the memory details of the Linux machine hardware has been fixed. SD-30439 : Unable to scan the Vista / later Operating System installed in non english version has been fixed. Hotfix can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html
Not Importing emails
Hi, SDP is not importing emails since friday night, we have restarted teh service and restarted teh server but it is still not importing. Java.exe is running and a sub routine of ping.exe is starting also and maxing out the cpu, are the two issues releated how can I get the emails imported.
Images in Solutions disappear after a day or so
I have a bunch of Solution documents. In most of these I have inserted, from file, a .gif image. The images display perfectly when I create the Solution document. They are perfect when I open the solution document after I have approved it. They display perfectly if I log in as someone else and open the document. Then, after a day or so, when I go back in and open the document again, the image has been replaced with the standard internet red x can't display image icon. Any help appreciated!
Multiple Approval for ServiceRequest
Hi Team Any feature in the road map for Multiple Approval in case of Service Request. We have customers who use Hierarchy when raising Service Request. This is for a Bank. Any ideas or workaround is also good, we did suggest Change Management module, but its not the right way to do . thanks Isaac Me Tech
Two Bugs Relating To Task Lists
Hi, I have two problems to report, using 7610 but they existed in previous versions also. The first relates to viewing my open tasks. I view my open tasks by clicking "Show All" from the "Home" -> "My Tasks" section. This brings me here <hostname>/TaskDetails.cc?TYPE=MYOPEN After I click on a task, and perhaps change its title, and hit save, instead of just bringing me back to the list of "my open tasks", the page now displays ALL tasks every created. The URL is still <hostname>/TaskDetails.cc?TYPE=MYOPEN
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