Getting Started \ Best Practice Guides?
The organization i work for started using service desk plus a while back, long before i started. There was never anyone that owned the responsibility of administering it or setting it up correctly. For instance my service catalog is Accounting \ IT Operations \ Application - there is nothing under those, they were more used at categories. Really we need to start over, but i'm having a hard time finding any documents on best practices or even a getting started guide. Like for instance is it best
ServiceDesk Plus Android App - Swedish language
Hi, it seems that the development for ServiceDesk Plus Android App does not progress the same as ServiceDesk Plus iPhone App. Still we do not have any ticket push notification (would be so nice to have) but mainly we do not have swedish language support for ServiceDesk Plus Android App - any idea when this will be supported? BR, Per
Department not changeable
Hello! I have the same issues seen here: http://forums.manageengine.com/topic/how-to-change-a-department-assigned-to-a-ticket How can i get someone to fix this? Our version is: 9.2 Build 9238 If you need more info: Just let me know. I will try to provide anything you need! Thanks in advance for your time! Adrian
Timespent Report - Requests, Project and Changes
Hi I would like a report that shows the amount of time logged each day for each technician which includes work logs for Requests, Changes and Projects. It takes a lot of time and effort to create separate reports that cover work logs for each and then put them into another consolidated spreadsheet. Something like this would be useful Fred Bloggs Requests Projects Changes Total Monday 4.00 3.30 1.30 9.00 Tuesday 5.00 2.30 1.30 9.00 Wednesday Thursday Friday Saturday Sunday Regards Mike
time spent = 00:00:00
Hi I have a problem about time spent. I changed my server 3 months ago. after that the system didn't calculate time spent and its bring 00:00:00 for all problems how can I solve this problem?
Category for projects and for general tasks
Hi! I would like to assign our Projects and general tasks a category and subcategory. Now they are "blank", but they are often a work for a specific IT service. We summaries the time for every IT service and for all the different processes. So this is valueable information for us so we see what we are doing. is it possible to update the database with a SQL update Query? Even better if it is in the roadmap and will be implemented soon. For exampel how the hours looks for the biggest categories at
ServiceDesk Plus 9240 Released
Dear Users, SDP 9240 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9240 SDF-62529: You can now configure a setting on the Self Service Portal to automatically delete system-generated notifications, such as acknowledgment or assignment mails, that are older than a certain time period. Issues Fixed in 9240 Request SD-60716: Unable to reopen a request when the site to which it has been associated has
Approvals auto sent to particular approvers based on criteria....
Can ManageEngine(ME) be set up so that when certain fields are selected on a service request trigger an approval sent to folks based on what applications/access was requested? And that those particular approvals wont be sent until the first stage approver has approved(their manager)? Example: A user opens a service request requesting access to 3 applications and two distribution lists. He puts his manager as the initial approver. Their manager approves the request and then one or more approvers
Clear All Attachments
Dears , How i can Clear All Attachments Stored on fileAttachments Folder? Thank You
Close a ticket from the Worklog Screen
Hello there. I am sure that at one time when you were entering a worklog on the ticket you could choose "Save and Close" and it would save the worklog and close the ticket. Currently all I see are Save Save and Add New Cancel Nearly every ticket we close has creating a worklog as the final action on it before closing the ticket. It would be very convenient to be able to close the ticket after adding a worklog. Could this feature be restored / added in a future version? Thank you. Jason Hunter
upgrade 9.2.38 - form to SMS the technican
SD-65188:Validation issue in the 'To address' field, if the SMS gateway is configured under Request details --> SMS the Technician. Dear Team, The above fix only partially improved the functionality. Majority of us, especially operating at a global scale, is storing phone numbers in AD in such formatting +country_code phone_number. Can you please apply additional formatting on To: field which will remove blank spaces and "+" sign? Otherwise, our people needs to remove spaces and plus sign manually...it
IT assets report based on Group
Hallo! I need a report that list all the IT assets that have been statically allocated to Groups. is there anyone that can help me? I wish to have Asset name, ip address, model, OS, service tag, site, location, user, Group grouped by Group Thanks Luciano
Remote Control via Agent - Is it possible to view the users 2 screens instead of 1 ?????
Hi, We use the default remote control Agent which works very well except it doesn't provide us with the option to view another screen if the client uses 2 screens. I thought this was corrected in the latest patch however we still have the same issue. Are we able to do anything about this please? Thanks, J.
Page dont load fully
My browser chrome Uninstall and install again but other computer It Is True Deleted All Cookie
Localisation
Is it possible for some people in our company to view a localized version (Swedish) of ServiceDesk plus while others use the English version?
Auto send email Reminder for open tickets to end users.
Hi Support, We are trying to figure out how to auto send a reminder to the end users regarding when a ticket is opened and they have not replied to our resolution or answer within x amount of days. We don't want to close the ticket at this point but preferably be able to send the end user an email to remind them that their ticket is still open and we are awaiting some feedback, is this possible? I have seen the business rules on auto closing a ticket after x amount of days, this is good but the maximum
Urgent - Issues with changing sender name
Hi Below is a screen shot of my issue As you can see the senders name is showing Application Heldpesk Instead of Application HelpDesk Which tab do I go into to change these details?
Approval states traductions
Hello. I can't traduce the approval states to spanish language. I have looked for it in "Traductions", but not appear (not in Spanish nor in English). Well, there are some of this words, but noone of them changes the traduction in requests or in the reports. After do the traduction I have restarted the server. Pending Approval Approved Denied To Be Sent
Mail settings
How do I link my helpdesk email settings to ManageEngine ServiceDesk Plus so that email is logged on to ManageEngine ServiceDesk Plus automatically.
Implement project clone
Hi, we perform the monthly update of our internal systems and understand that they should be treated as a project, in service desk plus we have the option of creating a task model, but it would be of great use if we could clone the entire projects and edit only what is needed. Att, Fernando Basanella
what are SQL features need to install with SDP
what are SQL features need to install with SDP? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Unable to scan workstations using agent anymore
Hi I can no longer scan any Windows 8.1 machines using the agent. I can still scan Windows 10 (with agent) and servers (without agent) The server log file reports Problem while analysing exception caused during workstation scan.|org.xml.sax.SAXParseException; Premature end of file. at org.apache.xerces.parsers.DOMParser.parse(Unknown Source) at org.apache.xerces.jaxp.DocumentBuilderImpl.parse(Unknown Source) I have tried updating ManageEngine Service Desk and
what does Annual Maintenance and Support means
is there any online/offline document that gives you detailed entitlement/SLA of what the $30 per technician AMS is for? I was only given this via email but i need a more detailed version if there is one - Unlimited E-Mail Support all round the year on a 24x5 basis - Telephone support for critical issues. Can be initiated by customer through a Email request or by a call to Australia Toll Free: 1-800-631-268 - Free availability of minor product updates and patches
Migrate data from Sysaid (Linux)
Good morning, I've searched through the forums and found one topic relating to my question. Unfortunately there wasn't a lot of information. So, is there a document / manual / instructions to assist with exporting as much as possible from our Linux Sysaid system into a Linux SDP ? Thanks in advance N
Integrate With AD Manage Engine for Automatic Account Creation
Hi all, I know currently with AD Manage Engine with automation can set Manage Engine to monitor a folder for a CSV file, and create a new account based upon that CSV file. Is it possible to have Service Desk export certain data from a ticket, store it in a .CSV file in a location where manage engine can monitor, and then automatically generate an AD account based upon that. Ideally, the workflow would work as follows: 1. New Hire Ticket comes in. 2. Ticket is approved by appropriate technician /
error using to_timestamp(max(wo.CREATEDTIME)/ 1000) AS "Created Time",
Hi, I'm creating a custom report using Query Editor, when I run to_timestamp(max(wo.CREATEDTIME)/ 1000) AS "Created Time", I have 2hour difference from result executing via PostgreSQL management. Any Tips?
API for Problems
Hi, We use the APIs for Requests, Incidents, Changes and Asset CIs, but the one missing one that we really require is the one for Problems. I noticed a statement on your documentation site that implementing this feature is in the roadmap. Would you be able to tell me when this is expected to go live, please? Regards, Prashanth
API for Reports
Hi, Is there a plan to allow API calls to the Reports module? Regards, Prashanth
How to View User Map
Hi everbody, We are using home folder and i am config user account home folder \\files\folder\username in active directory user and computers, How can i view this map folder using in SDP Thanks
How to change Operation Hour more flexible?
Our Organization need Operation Hours follow: From Monday to Friday, Start Time: 8:00 to End Time 17:00 Saturday: Start Time 8:00 to End Time: 12:00 Sunday: Off. How can I change? Thank vutico@gmail.com
Improper categorizing of scanned assets
When performing a SNMP scan of the assets located within our network, SDP pulls the correct information of the devices but places the assets in the wrong CI Type categories. For example, a Dell Force10 S55 switch is listed as a router under the CI Type. There doesn't seem to be a way to change this anywhere under Asset Manager. Any ideas?
Report to extract all communications on a ticket in date order
Is there any report that would provide all the communications on a ticket including notes and emails in date chronological order ie requester communications and Discussion notes (see attached images for examples of correspondence) Your Version : 9.2 Build 9223
how to create a form with reminder features for all the loaned IT asset
I need some advise on how to create a form with reminder features for all the loaned IT asset. Thank you. Ethan
Remove domain/workgroup name from workstation name
Hello, We've noticed our offsite workstations, laptops etc., are creating new assets when they are scanned. For example: laptop1.our.domain is added to the system upon scanning when connected to our network laptop1.off.site is added to the system upon scanning when connected to an offsite network laptop1.our.domain and laptop1.off.site are the same asset with two asset profiles This is with the Windows agent, by the way. Is there a way to prevent this from happening? Thank you
Variables add http:// twice to our notification emails
We are experiencing a problem after upgrading to 9201 with our notifications. When the notification is sent it will add an extra http:// to the link and of course take you to a 404 not found. I have looked at several solutions which recommend removing the URL in the link and leaving it as just a variable but this still produces the same issue just with a complete link instead of hyper linked text. Has anyone come across this and know how to possibly fix it? Or is it something where I need support
Odd looking requester in Service Desk
I was scrolling through the Requesters list in Services Desk and came across an odd looking account. Its something that my team wouldn't have created, nor did any of us create it. The account name is cam-n0iorp9, I searched AD to see if it was imported from AD and it wasn't listed there. Is this an account that is generated by Service Desk, if so what is it in regards to?
License Status
Dear I want to know how can I see the license status of Services Deskplus
Change Module
Do you have any plans to allow requesters to submit a new change request.
CI tree
Hi I have a case, My organization has different sites all over Europe, so we would like to manage our asset based on sites. What we have now, when we scan the network, all workstation will be added to Workstation CI. Would it be possible to automatically add the workstation from a certain country in the Workstation child tree? Workstation > Germany England Spain etc.... For example, all German Computers with DE name should be added automatically in Workstation > Germany instead of Workstation
Wont Save any Settings in Admin area
Hi there hope you can help I have managed to get ServiceDesk Plus to load on my windows server and I have logged in and I am trying to go through the settings to set things up and I am trying to setup the email side incoming and outgoing but doesn't matter what I do as soon as I click on Save it just wipes everything I have typed in and leaves it all Blank I even went in to normal settings to change the Currency from USD to GBP and clicked save and then it comes up with this error "sdp.settings.filePathExists.error.msg"
Next Page