Software Allocated To Site
Hello, Why are we unable to edit the "Allocated To Site" field in the Software License? I have Sites that have changed names and I need to update this field. Deleting and re-allocating our keys is not a viable option. Locking this field down doesn't seem necessary. Thanks, David EDIT: (clarify setup) SQL: PGSQL SDP: Version 9.1 Build 9114
Project Permissions Question
What are the minimum permissions needed to link a request to a project?
"Colored" Notification
Hello, we've just updated our SDP to Build 9233 and now I see that there is no colored background on the latest, no read Notification when I click on the "Bell-symbol".. There is a red square with the numbers of new Notifications like before but the background for unread Notifications is gone... Is this what you wanted or maybe a bug or known error? Thanks in Advance Florian
reIndexData.bat File
Hello, Can I get a working reindexData.bat for my ServiceDesk? I am running build 9300 using MSSQL if that is helpful. When I run "reindexdata.bat Solutions" I receive message "The system cannot find the path specified." If the issue is something other than the .bat file, please advise. Thank you, Perry
Where is field for Maintenance Cost defined?
Trying to modify the text on "Maintenance Cost" in the contract module, but cannot determine where it is defined in Admin. Looked all through Contracts, Assets, Vendors to no avail.
Manadtory topic field in Problem Module
Is there a way to not require a Topic field when filling out the solution in a Problem ticket? Thanks.
Importing Resources from MS project
I am trying to import MPP files in the project section. The projects import successfully, but the resources (owners) which i assigned in MS project are not imported into manageengine. How can i import task owners from MS project into Manageengine?
How to create new topic with Solutions
I need to create a new topic for solutions, but everytime I try is wants me to pick the parent topic to add to. I would like to create a new topic as the parent and then add solutions under it to help keep it from being lost within the other sub topics. Thanks in advance for any help. Colby
Worklog Type column
Hi, We would like to have ''Worklog Type'', as a column for work logs. Could this be implemented? Thanks
25 max asset association to tickets -- Again
Hi guys, I am in dire need to be able to associate more than 25 assets to one ticket. Is there a setting in SDP that I can play with so I can get to 30+ asset association? Thanks. I can't give you a list of my equipment but it's there, and I need to put all the stuff on a number of tickets. Thanks
Requester Name Change Causes Two Accounts
When a user has a name changed (because of marriage etc) their name and username change, and they get a second email with their new name. Example: Old: Jane Smith, username jsmith, email jsmith@email.com New: Jane Jones, username jjones, email jjones@email.com & jsmith@email.com When AD syncs into SDP we get two accounts. We have Override user information based on e-mail ID turned on, but the user gets a new primary email address and keeps their old one as well. I am assuming that since there
Incident Template - Field & Form Rules
I am trying to set some field & form rules to the default incident template. I have attached a picture on the setting I am trying to get to work. I have set the following rule: Rule execution: On create / edit Event: On field change - Category Conditions Site - contains - 24- (all sites are imported from AD, and sites that starts with 24- is Stockholm in this case) and Category - is - IT Services Actions Set field - Group - IT Stockholm (I dont get a drop down menu here...) For some reason this does
Support Group Owned By Issue
9.2 Build 9238 I have a few support groups where I want to change the "Owned by" to None or "Choose Owned By" since this field has a current technician it will not let me change it. I change the value to "Choose Owned By" and it simply defaults back to the technician name
Show who closed request in notification rule
Under Notification Rules there is the option for "Acknowledge requester by e-mail when the request is closed." Is there any way to show in the notification who closed the ticket? There is Closed by $Technician, but that only gives the name of the person assigned - NOT the person replying. If Joe is assigned to a request and Fred is working on his request for him and closes it, it will give a notification saying that Joe closed it, not Fred. Is there any way we can properly display the name of the
Issues with Zoho Synchronization - Failing - Support File attached
Hi Team - Zoho synchronization has been failing and even when looking at the log files, I dont know why. Nothing has really changed from a back end perspective. Attached is the support file. Can you let me know what you find? Thanks!
Remote control agents and Chrome
We've been looking into using the built-in remote control functionality in SDP. When we initially tried to launch the built-in remote control application, we were prompted to download Java. Since we're using Chrome and it no longer has support for Java, we are forced to use IE. I was wondering if there are any plans to fix this in the future. We use Chrome for everything, and we would hate to have to use IE for one particular application. I tried searching the forums for this and didn't find much.
How to automatically assign tasks when picking up a request
Hello, Let's say technician A is picking up a request which has 5 associated tasks. How can we make sure that the system automatically assigns those 5 tasks to technician A? Best regards, Demetrius
Number of Assets
The number of assets (workstations in particular) seems to be incorrect. If I manually scan for a machine (WK1) which does not show up on the inventoried list, it will scan successfully and be added to the inventoried list. The total number of workstations inventoried stays at the same number (17) and one of the previously inventoried systems (WK2) falls off the list. If I then manually scan WK2 it completes successfully, shows up on the list, total number inventoried remains 17 and WK1 no longer
Survey for users outside the domain
We have users from outside our domain that use certain systems provided by us such as VOIP phone systems. Therefore they have access to our Support Desk for service when it is needed. However when we close a Request for these individuals the survey link provided does not work for them. I am certain I am missing a setting here but not sure which one that would be.
Cant Login Android App
Hello, i have everything ready and API also ready but am getting login error ? but i can login via web with same server and login details
Changing the URL text to suite a specific browser
Hello all, I have a request to see if it's possible to change the text on the URL that comes when a call is logged etc. The problem I have is I have to make ie the default browser on all workstations because our current Business Management package only supports ie currently. Now if I use SD Plus with ie I find that SSO doesn't always work very well. I spoke to support and they said use Chrome, so I rolled it out via gpo along with a shortcut to everyone's desktop with "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe"
Drop Back to Free Version
My license has expired and we'd like to drop back to the free version since our needs and company size has changed. How can I accomplish this?
Domain Logon using old password
I have our ServiceDesk tied to our Domain, everything seems to have been working normally, however we have a 90 day password rotation policy, we are finding many users that after changing their domain password are unable to log in with the new password, their old one seems to work. So I re-imported all users manually from Active Directory thewn the new password seems to work. Now here's the kicker. The direct comms seem to work as when I type the password too many times it locks out the user on
Detach Asset from PO (Undo Reconcile) ?
Hello A PO has been reconciled with the wrong asset. What is the correct process to undo this action? (ie detach an asset from the PO).
Service Catalogue send automated mail via PowerShell scripting
Hello, I Create a PowerShell script than allows to send automatically mail to my requester with an attachment. My problem is that in "to"section it cannot take automatically requester's mail address. This is the script: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata #Add Request fields values as needed $requester = $obj.request.REQUESTER $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket
Announcements too small
Please make the Announcements more obvious and larger. Our users overlook them
Active Directory Configuration Page
I'm getting the following error when trying to access the Admin/Users/Active Directory section. Is anyone able to help find out the issue? I already reported to the support team but no luck with their reply.
ServiceDesk Plus 9301 Released
Dear Users, ServiceDesk Plus 9301 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9301: SD-65655: Task tab under the Incident template displays a blank page for users who have changed their page length. SD-65659: Unable to modify the customizations done to self service portal post upgrade SD-65705: When the text to be searched in Assets module is entered in global search, it displays results from solution
Comparison with Asset Explorer
Good Morning, We are currently using the Asset Management component of Service Desk Plus and I am curious if there is any documentation regarding benefits or differences in functionality with Asset Explorer. -Kevin
Exporting or printing a dependencies map is HORRIBLE
When attempting to export or print (using ctrl+P) a project overview map or a depdenencies map (at the milestone level) the export and printout is extremely difficult to get right on a large project with a huge mapping of tasks. I would like to know if anyone has had success in exporting large maps
link for survey not sending to emails
When I close a case the survey mail is not the link of the survey, where I can configure so that the survey link automatically arrives when the user closes a case. Thank you
Client detail when creating request
How do I enable customer detail when creating a request? I mean, when a technician creates a request you can see the customer detail as shown in the image: But when the client creates the request, the details are not shown (Department, number, etc.) Sorry for the english, I only speak spanish, I used the google translator
Cannot Login with AD Authentication
Hi, I cant login to ManageEngine SDP with AD authentication. Why, i need your help. Thank you.
Duplicate Ticket in service desk
Hi Team, Does anyone facing this challenge? if any email is sent from A to B as <test subject>, after the ticket created another response from A on the same mail. the ticket will be created as <Re: test Subjet>. Regards, Chandru
How to Disable Template Categories page?
In the initial phase of implementation, I do not want to implement templates for service request generation. Whenever a user clicks on 'Submit your Request', a default page should appear for him/her to enter the Subject and the description of the problem. Attachments can be sent. I deleted all the configured templates and only a default template is present, which is created by system. When a user clicks on 'Submit your Request' button, a blank Template Categories page appears. From there, there
SalesForce / ServiceDesk Data Exchange
Is there any way to get data into services desk? I would like to be able to pull tickets from SalesForce so that we can track the request through our change process.
ServiceDesk Plus Java
Hi, I'm running ServiceDesk Plus 9 Build 9047 and I just noticed it is still using JRE 6u45. For security and performance reasons I'm looking at upgrading it to the latest JRE version 8u51. Is it possible? Will ManageEngine provide support? Thanks,
Trouble with scheduled absence and backup technichian
I have scheduled that I will be out of the office on monday afternoon and I have marked a backup technichian. The new requests that anyone tries to give me are now redirected to my backup. That's because the SLA is set to monday afternoon. I have to change the SLA to another day to be able to close requests that I'm dealing with today. Why?
Selection / Completion boxes within Tasks
Example: New user request. This spawns several Tasks to various techs. One tech will get the assignment. In the details of the task, the tech has to: refurbish equipment or issue new record asset assignment load O/S load specialty software install VPN or other apps as indicated. Contact user regarding ship/delivery date (especially if sending to another location [we have centralized IT for multiple sites]) etc. We would like to be able to have these items checked off as completed. We want to
Issue with login on service desk plus Standard
Hi, i have an issue connecting to servicedesk plus standard edition with administrator login. I had enable AD authentication, when i logout form the application and tried to login again i have the message: "User name or password not correct" So, connecting via psql (i have postgress database) i have used the queries found on this forum to reset administrator login password. Seems that it works but when i try to access with local authentication i have again the error. "User name or password not correct".
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