Can't connect to remote computer (Remote Control)
I try to connect to remote workstation (koresh-nb). It failed with error: FAILURE :Problem while copying the agent file to the workstation. ServiceDesk log is attached. I checked admins shares, RDP. All are ok. I can connect to this WS. How to fix ? Thanks
How to get business impact of asset in Field & Form Rules
Hi, I added business impact for all asset then I want to change impact of request by business impact of assets, how to configure it? Thanks
Top Menu not visible
Dear all, I just updated my Service Desk installation to the latest version, 9307, but the top menu is not visible till you do a mouse-over. Check attached screenshots. Is there some config which is making the top menu not to be visible? Will appreciate any guidance on this. Regards, Davis Onsakia
Mail Filter condition matched, but does not exsist
I have discovered that when people reply to emails sent from Servicedesk, that the mail fetcher drops the mail, with the following system log message: "Mail Filter condition matched. Hence not adding the email as conversation." I cannot see anywhere in Servicedesk, where this option is set. The mail spam filter is only set to drop mails not containing '##', and when this condition is met the system log writes "Mail Filter condition matched. Hence not creating a new request." which is ok. Under 'General
Can we print label for IT Inventory
Dear Experts, We need to print label, discription of label are (a)PC or Laptop with model code (b)Serivce Tag #...... (c) Location (d) Department (e)IP (f) Monitor (g) Printer (h) Bar Code (i) Inventory Year 2017 - 2018 - 2019 - 2020 - 2021 Can we generate these type of label from Manage Engine?
Preventive Maintenance
Hi, Does anyone know if there any way to update multiple Preventive Maintenance tasks ? We have to amend the schedule of dozens and I hate doing it manually, anyone know if a way of updating more than 1 ? A
Adding options in Select Criteria in Service Catalog Business Rules
Hello, How can I have the additional Field i created in Incident to be shown as well as option in Select Criteria in Service Catalog Business Rules? I have business rules in Incidents module and i selected the Additional Field created as criteria and this is working fine. Now i need to do the same rules for Service Catalog template but i cannot find the Additional Field created (used previously) In the "incident additional field" the field i created is said to be 'common for both incident and service
Problems - Unpicked request notifications
Hello, I need help. I'd like to receive notifications when new requests remain unassigned to technicians for more than 15 minutes. To do this, I've enabled the notification below under "Notification Rules": In addition, in my corresponding support group, I configured the options below. I initially set up 2 minutes for more agile testing: Even so, the notification is not sent after 2 minutes without a technician assigned. This is not a problem sending emails or my address because I continue to receive
New Custom View Shared Field
Hello, Thank you for adding the ability to share requests with other Technicians. I was looking for a way to create a New Custom View in Requests that would include requests Shared with me. Currently there is a pre-made view that has these, but I would like them to appear with my assigned requests. I did not see anything with Shared listed in the Advanced Filtering drop down list. Thank you, Perry
Get to solve your Problem Canon printer Issue |
Hello friends, good luck your day, I hope you Have that time problem in printer or Computer related I give some idea how to solve your problem If any type of problem Complete Dead, : Paper Jam, : Poor print quality, : Blank printing, : Dark printing, : Stuck Printer Head, : Carriage issue, : Logic board issue and so on, etc it is simple you visit here...Canon Customer SupportJust you call me toll-free Number 08000903850 and Canon helpline Number
Report - Measuring First Call Resolution
I'm looking for a report that can measure FCR. Anyone have any ideas? I don't see a canned report. Thanks!
QUERY Request: Actual time spent by technician
Hi there, I'm quite new to SQL and I'm trying to find a query that would show the actual time spent by the technician. So far, the queries that I've found online only shows the actual time spent of the group (or time elapsed) and not the actual work of the technician themselves. ME SDP: Version 9.3 Build: 9307 Database: MSSQL Version: 11.0.3153.0
Request with copied in addresses
Hi all, This is a possible real life scenario: User A sends an email to the Helpdesk and also copies in user B (CC) for further comments. Subject of the email is: Testing Both, user A and user B will receive a ticket creation notification ie ##111## User B then has two optiosn: 1. when user B responds to the original e-mail sent by User A wit subject Testing, he will generate another ticket with ##112## and the subject of RE: Testing 2. when user B responds to ##111## ticket notification, Ticketing
Question: 2 diffrent licences, 2 servers
Hi all, Got a quick question about 2 different licenses. Situation: we have 1 live server and 1 test/backup server both with licenses however the live server has a license for 50 techs while the backup server has a license for 10 techs, we need to backup the live server too the backup server, what will happen too the techs and the system if we did this on these two different licenses? Will it stop us from doing the backup copy completely or will it reduce the amount of techs that are useable on the
Need help with Custom Report
Hello all, I am having an issue when creating a new Custom Report. I have read through the forums before submitting, and found several posts that were similar, but I was unable to find any posts that matched what I needed exactly. I would like to create a scheduled report that automatically emails out with the following: All requests from the Current Month and Previous Month. The Current Month would be calculated from the current system date/time. Report would be a Tabular Report, with the following
Batch Reports
I would like to run a query which generate batch report of each department from mentioned dates, so instead of running each department's report, it should automatically generate and send in .zip file , if its possible !
HTTP 500 issue after upgrade to v9.3 build 9307
Hi, After upgrading my ServiceDesk Plus installation to v9.3 build 9307 2 days ago we've needed to restart the windows service at least twice a day as users start to get a HTTP 500 error when trying to navigate to the site. Logged on SDP ticket # 8050692
New Query Report
Hi, I have created a new query report to extract all users information and create a phonebook. I have added 2 'User Additional Fields', one called 'Extension' and the other one called 'Status'. I have the following query already: SELECT aa.FIRST_NAME "FullName", dept.DEPTNAME "Department",sdorg.NAME "Site",aacontact.LANDLINE "Phone",sd.JOBTITLE "JobTitle",aacontact.MOBILE "Mobile" FROM AaaUser aa LEFT JOIN UserDepartment userdept ON aa.USER_ID=userdept.USERID LEFT JOIN AAAUserContactInfo aausercontact
Adding BCC'd emails to a default support group
We have a problem where an email is sent to our service desk email but is BCC'd so the to address matches the from address which doesn't match any email alias listed under our support group. So that email never gets added to any group and can go unnoticed. Is it possible to use wildcards under support groups? So that if an email doesn't match anything it would go to that group for routing?
Self-Service Portal "Submit Request" Widget
Good Afternoon, I noticed that the behavior of the default "Report an Incident" widget caused it to change between going to my default incident template and the service catalog based on whether or not I had anything enabled in the service catalog. I wanted it to always go to my default incident template, and only allow the requester to pick a template by using the "Request Catalog" drop down in the top left of the header. In order to achieve this, I created an html file with the same icon and a
Mail Fetch
I am unable to stop the mail fetch. It currently says running, and the last attempt says it was yesterday. When I press stop fetching, it just spins. Is there a way to stop it without restarting the application?
Can i give a requester administrative permissions?
I need to give a specific requester admin permission to review requests, assign requests and change settings. can i do that? if yes how?
Adding Radio Buttons or Select Multiple Items
Hi, I am trying to design a form, where a user can select multiple IT systems. I have tried to use the multi-line new field, but it does not seem to do what I would like. For example, a user can select system 1 and system 3: - System 1 System 2 System 3 Our current form (external to ManageEngine), has tick boxes, where a user can select over 30 different options. Thank you for you help in advance. (admin, if the question is not in the right place, please move it ) Donna
Script Update Automatically Status between Dependent SR - Parent Request & Child Request
I am looking control status Status between Dependent service request where Parent and child to be updated between each other automatically and to matched accordingly for example When Child Set as Under Development - Parent will be Awaiting Development when Child set as Internal testing Parent Will Be Open when Parent Set as User Working Child status will be User Working When User Closed Parent Ticket, Child Ticket will be closed. so how we can achieve this is essential Status Management
Group & Tech blanks out when clicking edit request
We've had an issue forever that is bizarre and support can't seem to help. When I click on edit on a request it clears out the group & technician field. Our technicians need to be able to edit requests so they can change the subject lines. Any ideas?
Changing Scanned Assets
We are trying to leverage the asset management section of Service Desk Plus but unable to make the required changes. For example: There is a product type 'Switch port' When we scan the IP range of that network for other devices, (workstations, server, etc) the IP address of the switch port (or even the ILO on the server) show up in the scan. When we go to Assets - All Assets screen the 'actions' menu is limited to: Modify State, Add to group, Configure Depreciation When we open the CI Details -
Service Desk plus - Pass Through Authentication windows prompt
I've been playing around with the Servicedesk plus and it seems to fit our needs, the only issue I have is when I turn on and setup Pass Through Authentication with my AD, Anyone who tries to access the service desk gets a windows login prompt pop up. Even if you enter the correct details, the prompt reappears and doesn't allow anyone to log in, On the server, it does take me to the normal login windows after a few tries which allows me to log in and turn off Pass Through Authentication. Any suggestions
Computer with client doesn't connect to a server
Good Day! I have a pre-installed ManageEngine client on a computer. But, when I make scan using IP-address, or DNS-name, I get next error (see a log-file in attachment). I need Your expert help. Best regards, Mikhail Vinnik
Export reports with usable dates
How can I export a report from Service Desk with usable dates? Currently, if I export the report either via XLS or CSV, the date is not in a date format that is readable by Excel, so I can't do any calculations or graphs based on the data. This is quite frustrating as I need to combine data from different platforms for reporting purposes.
ServiceDeskPlus - "Sending notification failed"
Hi, I have configured "ServiceDeskPlus standard free edition", all is working fine, but when replying to requests am getting this error. "Sending notification failed." I have searched a lot but unable to get through. please advice. fyi, Version is: 9.3 Build 9307 When I stop the service and then start it again, I can reply to one request only, then after it again starts giving the same error message "Sending notification failed". In log file "C:\ManageEngine\ServiceDesk\server\default\log\serverout0.txt",
Notify Requester if a request is shared to a department.
Hello (Build 9307) I love the Feature to share requests to other users. Thanks for that! It also works to share a request to a group of people, if I select a department. If I do so, I expect that every requester who belongs to that department would get the notification E-Mail. (nobody gets a notification) It should be the same as a requester receives if I select a requester to share the request. Thanks and Regards, Markus
ServiceDesk Plus 9.2 Released
Dear Users We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.2, which comes with jre 1.7 and Tomcat 7. It can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Existing customers, kindly note that the upgrade to 9.2 can be done from build 9119 or 9120. Customers in earlier builds can move to build 9119 by applying the service pack available at https://www.manageengine.com/products/service-desk/service-packs.html
Text Editing and Formatting
Good Afternoon... Is there anything on the roadmap or planning for future releases to look at the text editing functionality? I've always found the formatting of email templates, replies etc to be very inconsistent. Formatting will change on it's own (eg, a line will send in bold or un bold), or trying to edit an email signature and putting a line break in will then throw out all other formatting in the template. We're in a position at present where I don't feel confident changing templates as I
Missing translation in multilanguage for defined views
Hello Build 9307 Sorry, if this was posted before. In the defined views, there are the new Shared Views not translated into German (and maybe other languages) Regards, Markus
SDP API XML Output
I am trying to modify some of my assets via the SDP API. I am able to do this successfully, however the output format that is returned when the operation is completed is in JSON format. I would like it to be in XML format. I see that the documentation says to use an optional field to specify this, however I have been unable to find how to do this. Is it possible to provide a simple example of the input data that I would need to specify in order to get XML output? Thank you very much!
Script Master 17 - Auto-create change request (s) for unplanned changes on Assets
Hi folks! I'm back this week with another useful script to help you with your ServiceDesk Plus needs. I trust that you found last script to populate requests on tasks associated, very helpful. This week's script helps you auto-create change requests for unplanned modifications on Assets using Custom Schedules. Generally, multiple assets are inventoried in ServiceDesk plus and if an asset was to be modified, a change request should be associated with it. In the case that the asset is modified sans
Is it possible to hide "Resources" in request view?
We have some Request Catalog items that use dynamic forms. Basically the first Resource (under "Asset Details" section) contains a drop-down list that defines the form type. Using field and form rules the remaining Resources/Questions are displayed or hidden depending on the selection. The problem is that in edit mode it works perfectly (only the relevant information is displayed), however in request view all Resources and Questions are displayed (including non-relevant Resources and Questions that
Resend Conversation issue -- new feature introduced in 9300
Often we run into an issue where a technician does not have the ability to reply to the requester. They are provided with the 'Forward Request' or 'Resend' options: This seems to occur in two circumstances: - another technician, then assigned, is cc'd on a request. The technician replies which creates a new ticket. This ticket is then merged to the original which creates the broken conversation - multiple technicians may work on the ticket and be assigned a task through its lifecycle. If one technician
Manufacturer by device by Site report
Need to create a report for a specific Manufacturer on each device by site e.g. Changeable criteria Manufacturer sorted by Site "Site" Software Workstation Hospital "McAfee agent" "asset name1" "McAfee agent" "asset name2" "McAfee agent" "asset name4" Clinic
Auto Merge without ticket number?
Is there any way to automatically merge tickets based on the title of the request? Our users tend to copy the helpdesk, but then reply to each other in long ongoing chains, but they don't login and use the helpdesk themselves, they just keep replying to each other with helpdesk copied... which creates a new ticket for each reply since the ticket number never gets entered.... Any solution for a situation like this? Thanks, -Brandon
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