connect to mysql database on remote machine
i need to connect to the database from my machine but the database is on the server i have setup an ODBC on my machine but i get the error [MySQL][ODBC 3.51 Driver]Host 'infosysws09.lds.eur.wwkpgraphics.com' is not allowed to connect to this MySQL server i know that on the server i need to give my machine priveleges to access the mysql with mysql.exe but i dont know the code that i need to enter. if anyone knows what i should enter to give my machine priveleges i would be very happy oh and the server
Project and milestone closing rules
I would like to set rules for project closure to ensure that all tasks within the project, or within a milestone are closed before the project or milestone can have a status of closed.
Report Creation in ManageEngine ServiceDesk Plus
Hi, I am having a tough time creating reports. The 'Custom Reports' wizard you have is severely limited in that you can only select a certain area for report creation. For example, I am trying to create a Microsoft Compliance for our company. For that I need to filter all computers, servers, virtual machines that have Microsoft products, I also need to have processor info for each. This is not possible using the wizard in its current form. So that leaves me with the query report. Now, I will
Manage Engine Scheduler
Hi, Is there any method / configuration, that I can apply on manage engine, to completely stop the requests being assigned to a technician who is on annual leave or sick leave? Note that we use manage engine Build # 9227 Waiting to hear from you, Best Regards, Wassim
field & form Rules
Dear Support, can we make one Field to appear for one technician only while creating or editing but note that the other technician will not be able to access to that field
Autofill Group on Technician select
Is it possible in a Request, when I select I technician, auto fill the GROUP field with the group that technician belongs too? How could I best pull this off? Is it even possible? Thanks
Email message to site technician about new request from his site
Dear, how can I setup SDP so it will send a message to site responsible technician when there is a new request made from this site users ? I don't want to put him in the "general notification" field to avoid informing about every request even from other sites. Thanks
Requester Details does not show for Requester
Hello everyone, On our old version of SPD (8.2.0 Build 8201), the requester are able to see their details and that's great. However, on the new version (9.3 Build 9302), it no longer shows for the requester. On both versions, the technician are able to view the requester details. Here is how the technician sees the requester and the details (and how it should be): So my question is, how do I enable for the requesters to see their own requester details just like the technician's view?
errors after upgrade 9302
i have some issues after upgrade 1. can man new task from incidendt. buttom not working 2. cant close the request from mobile applications on iphone and ipad. status dont change
KPI Report
Hi All I was wondering if someone could help me. We are using the ServiceDesk Plus application and I have been asked to produce some monthly reports. Could you advise if it is possible to produce a report which displays the following information Average time to close a ticket Jan Feb Mar Incident Request no of tickets closed (average time to close) no of tickets closed (average time to close) no of tickets closed (average time to close) Service Request no of tickets closed (average time
can't open "Community" frame in 9.3.01
Have you changed anything in forum that it is not opening right now, see the error message we got. FYI: it works OK when opening "Cummunity" in new window.
Hiding unpicked selections in Service Catalogs
I'm not sure if this is an existing feature, or an enhancement request: We have some Service Catalog forms that have a lot of resource questions in them. As the requester selects certain fields, the fields become visible. This works well for the user, as they don't need to see unnecessary questions. However, after the form is submitted, and the Help Desk opens the request, they see every resource question and field (even the ones that were not selected). They need to then scroll through this lengthy
Form Actions based on Approval Status
Is there a way to have a Service Request close if the approver has denied the request? We have a service request that needs approval before we can process it and if it is denied we would like to automate putting in a specific message for the resolution and then closing the ticket. I have looked at the Field & Form Rules but I can't choose Approval Status for event or condition and I don't know if a script would be able to do this. Thank You
Can i put the new change request template into the general request template page?
I wanted to allow my customers when they access the ServiceDesk plus portal to have the option to submit a new change request. Is there a way to get the "New Change" template added to the basic request template page? We have many users who submit changes and they are not technicians. If anyone has done this or knows how to do this I would appreciate hearing about it.
Is there a way to prevent duplicate tickets from vendors for same fault ID?
Dealing with automated vendor responses we end up with duplicate tickets regarding the same issue/fault. The vendor tickets can be merged manually bu using the vendor fault identification but this is time consuming. Is there a way for vendor replies to be attached automatically to the original ticket with that vendor ticket number?
Variables in Reply Template
This would be really handy. They already exist in the notification temples, however having access to the variables in the reply template would help to standardise communication from the Service Desk to the clients. eg: ------- Dear $RequesterName, My name is $Technician and I am handling your service request. I tried calling you on $RequesterPhone, but was unable to catch you. Please reply to this email with your preferred contact details, plus any extra information you may have that might help me
problem with ssl certificate
Hi! I have problem with ssl certificate (with asterisk) on my SDP. from desktop browsers its working correctly. but from mobile browsers (Adnroid and iOS) - I receive an error (red exclamation mark with strikethrough "https"). if I use android or iOS app - I signing in correctly, but when I open any ticket, I have receive a error "SSl certificate is not valid". how can I fix this?
Website details do not match installer details
Hey, When viewing the website it lists that 2 techs - 250 nodes is free for all different versions. https://www.manageengine.com/products/service-desk/pricing.html However, when running the installation you can choose between the different versions and standard lists 5 techs unlimited professional list 1 technician and 25 nodes enterprise lists nothing Is the website accurate or is the installer accurate? Thanks! Dom
Html comments
We are not able to write a HTML comment in an incident. If I write something like in a ticker For resolve the problema you need comment a property line like <!-- property name --> Then this <!-- property name --> not appear in service Desk Regards
Auto Assign Approval Rights to AD imported Requestors
I am looking for how we can auto assign approve rights for requests to requester accounts automatically based on an active directory attribute such as reporting to or job title. Can this be done?
Field/Forms: Verify if two fields match
We'd like to have a form where users enter a website url to be updated. There would be two fields for the English version and French version. We'd like to be able to check if the English and French entries match and if so, prompt the user. SD 9217 Enterprise MS SQL ------------------------- Canada
Deny Technician to Resolve request Opened by Him/her
Dears , How can I disallow Technician to Resolve a Request in case he is Openenig This case. Thank You
REST API - Get product from CI-type
Hi We have a powershell function (invoke-restmethod) to get asset info but we're unable to get Product. Is it even possible? Now we just get name and type and what I can see we can also return Place, Description, PurchaseDate, SerialNumber, BarCode, WarrantyDate, ExpiryDate BUT NOT Product
SDP request feature
Hello guyz, I am facing an issue in SDP where by user ask if they are not satisfied about the reply of their request.Is there anyway that they can get a link in the reply-email(that the technician has sent) of their previous request in order to reopen it? Kindly assist Regards, Brian B.
ServiceDesk Plus 9302 Released
Dear Users, SDP 9302 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9302 SD-63979, SD-65613 : Unable to login to the application in certain scenarios by multiple users with same login credentials when 'Keep me signed-in' is enabled. SD-65786 : Unable to access the Purchase module after migrating to 9301 in some environments due to the additional fields configured previously before migrating. Please
Unable to view schedule report in Reports module
Hi Support, I'm unable to view or stop one schedule report in reports module How can I view even I've login as administrator Regards, Vincent
Can manageengine track all the approval which he or her approved?
Hi Support, I've got an issue here. There's a requester at my end here having issues to view her approval even manageengine showing she still have pending approval. Is there a option to trace which request that been approve as well Regards Vincent
Additional Levels of Organisation
Our current organisation structure is: * Teams * Departments * Directorates * Organisation We are looking into automating the approval workflows but so far our particular org structure doesn't fit into the SDP org structure. The only way I can see currently is to use the following: * Teams = Departments * Departments = Sites * Directorates = Regions * Organisation = Organisation The problem is that communicating this to users, requester's and technicians would be a massive pain as it is very counter
Scripting multiple columns in Service Catalog description
We have a user transfer Service Catalog form where the requester enters information on the employee (name, title, location, applications needed, etc). When the form is submitted, there is a rule that compiles the information in the form and populates the Description field as an overview of the form information. We use the cs.setdescription method for this and the information is displayed in the description in a single column. USER TRANSFER REQUEST: User Information: User Name: Dave TestUser Go-Live
Asset Licenses
According to my License information I have 975 assets. Does that number include only IT Assets which are active (in Use, in Store and in Repair)? or does it also include those assets that are Decommission and Disposed? Do Non-IT Assets also hold a license?
Auto assign technician to a request if they reply to a request that is not assigned
Hello, I would like the ability to auto-assign a technician to a request when they reply to a request that is not already assigned. Can you please help me achieve this? Regards Mark
workstation is given hostname "no_computer_name. ..."?
We noticed that one of our worstations is not being scanned correcty. Each time after scan, the hostname appears "no_computer_name. ...". Please note that re-installation of AssetExplorer on concerned workstation doesn't fix the issue - same problem appear. Also, note that after correcting manually workstation name / serialTag in SD+ Asset, the host name is again revert back to "no_computer_name.mydomain.com" after asset scan. /Mar
Remote desktop blocked, it can't verify the publisher
Remote desktop Java Blocked
Time of day SLA
Can a different SLA be aplied when tickets come in at different time of day? for example: a request comes in between 8 and 10 am, a 4 hour SLA is applied one that comes in between 10 and 11 am, a 3 hour SLA is applied, etc.
Scan Vendor Barcode Issue
When trying to add new assets by scanning vendor barcode (Assets>Barcode>Barcode Generation>Add New assets using vendors barcode) I fill in the information and scan my barcodes with a scanner. When I click on "Add Assets" I receive a "Please scan barcodes" error on the box where I already scanned the barcodes. Has anyone seen this before? Is there a resolution for it? Below is a screenshot. Ryan Merkl Sr. Systems Engineer Underground Construction Company, Inc.
Description in approval requests
Hello, I have this query in MSSQL that reports all approvals and the approval details. Is there a field that could be added that shows the original description when the approval was created and sent to the approver? We go through a lot of audits, and the approvals work well, but there is no context as to what each approval is for. I know it is captured in the Conversations, but can't find a good way to pull that detail into a report. We are on SDP 9117 with MSSQL Thank you. Dave SELECT wo.WORKORDERID
Dashboard widgets
Hello - I love the new dashboard updates but how do you delete a widget from your dashboard? Thanks - Scott
Preset group to assign certain group after saving incident been assign to other group
Hi Support, I'm having some issue with my incident template. I've preset the group field to desktop-support in incident template. But after saving the group been assign to application team. Regards, Vincent
Service Desk Plus slow in loading
I don't know if this has been asked before but since the company I work flow upgraded fro version 8.2 to 9.2, ServiceDesk has been extremely slow when logging in and out. Once logged in, the application is quite fast. The issue doesn't seem to be network related as other applications are loading fine. Is there any performance tuning that I can try to do?
Mail fetching running but stops fetching
We have a SD build 8127, upgraded from previous versions. Before upgrade there was no problems, but now mail fetching stops every two or three days (status in Admin-mail server is RUNNING, last attempt time freezes). Pressing "Stop fetching" and then 'Start fetching" doesn't help. We can only restart windows service - this helps.
Next Page