Migrate Database
I want to migrate ServiceDesk from windows to linux. can we use database on windows platform to linux O/S...? Is there a tool or way to do this without re-entering all data again?
SDP - Email Signatures
So I've seen the $EmailSignature variable on replies. I am wondering, where do I configure this variable so that notifications have said Signature?
Install/uninstall software
Dear, When i use the install/uninstall in a ticket to install software, the status stays in draft. version Manageeingine 9.1 Build 9107 Version desktop central Build No:91058 Please advise Kind regards Tim Verduyn
When changing a support group falls error
How do you get emails (like in Outlook) into a request?
There are lots of times I want to easily put an email (like from Outlook) into a ticket. These are typically emails between our support vendors when troubleshooting an issue, so they're not the requester. For example, one of our computers that's under warranty had an issue. I called Dell to open a ticket with them. They've sent me 2 emails about my ticket and dispatch information. I would like to easily import this into the ticket. Typically, I just copy/paste the contents of the email and put it
always gets an error while changing "Helpdesk - Notification Rules"
Hi forum members, When i'm trying to change any settings in "Helpdesk - Notification Rules" i always gets the following error: "Please choose technicians to notify during new request creation" Which field cause this error? What can i do to bypass this issue? Regards, Guy.
Customize EMail (Resolve/Resoultion)
Hi, when I resolve a request via Tab "Resolution" in request-details the system automatically sends an email to the requester. This email is split into 2 parts: - 1st: The original request - 2nd: My resulution. Can I customize that mail. I want to swap the two parts, (1st my resoulution then 2nd the request) Greetings Michael
Is it necessary to install a database for service desk working correctly?
Is it necessary to install a database for service desk working correctly?
Service does not send notification mail to create a query.
I have some problem, when create a business rules. Service does not send notification mail to create a query. Does it ossible in the free version of the product?
Asset scanning/ Bardoce reader
Is there an integrated asset/barcode scanner that ME has worked with to update CMDB and Assets?
Microsoft Licensing
Hello, With Microsoft's Office licensing, we can install 1 key on a desktop and as long as the laptop is a dedicated machine(not shared) we can install office on that same user's laptop with the same key. What would be the best way to track this in ServiceDesk? If we create the key with 2 installs, I'm worried that someone else will think that we have 2 of those keys available instead of the single key allocated twice. If there isn't a good way to do this, then this is a function we'll need added
Flagging when call closed
Hi, Anyone know of a way to get the system to flag when you are trying to make a change to a Closed call? Or make it more obvious that the call is closed? If the resolution showed in the Discussion Notes I don't think this would be a problem, but I've seen my technicians update Closed calls multiple times not realising that it has already been closed. Any one else have this issue?
Private Conversations.
Our current help desk solution allows us to have private notes. When a technician is listed as a cc to the ticket we can create an internal note and all the technicians will see the note and get an email about the internal note. I know that there are notes and that they will be private - how can we notify all technicians about the note? Thanks Wil
Service catalog's additional fields on reply template
How can I put additional field's variables from service catalog on "REPLY TEMPLATE"? I'd try do it manually inserting $GUDF_CHAR18 but doesn't work. SDP 9.1 BUILD 9102 MSSQL
Application Layer Started Hangs
I will start from the begining. We had an 2003 server with 2005 sql server on it, with version 8207. All is working fine. Then i thought it would be a good idea to update it to latest version - 9110. Since it did not want to make the update on the working server i've migrated it to esxi. All went well, i've updated to 9110 and is all working well. Then i thought we need a backup server for it, just in case. So, i've made a new machine with windows server 2008 r2 and sql 2008. Installed latest version
Web Portal without signing in.
Is there any way to allow people to submit a ticket request without singing in? Email won't work, because we have specific fields that need to be filled out. Just wondering thanks
troubles with import client list.
Hello I'm trying to migrate service desk plus msp to service desk plus. I have some troubles. When i export the client list, it has 586 client and when i import this list to manage engine service desk plus it sais succes but after the import it has 162 client and before the import it has the same number of client 162. Can you helpme, please? thanks.
Change roles mandatory
Hi all, is there anyway to force change roles to be set? we have a few changes that are not being progress because certain roles are not being set initially. or any way around this? thanks Russ
import LDAP automatically
hi How can I import LDAP automatically? AD has a check box to schedule the import. SDP 9102 on a Linux machine
Shortcut keys
Are there any shortcut keys in SD+? For example, when I'm adding a new incident, I can simply press "Ctrl +R" instead of having to scroll down to the bottom of the page and clicking "Add Request." Thanks!
Field & Forms Requester Name
Dear Support, First of all I noticed that rules does not take effect if the field is not loaded in the requester view. for example: we have a field named "Client's Name" and this field should not be visible to requester/client. Hence we removed this field on requester view. Now when we are trying to set a value for "Clients name" Field it does not work. Example: On Form Load, Condition: if Status is Open Execute Script: set value of Client's Name to ABC This rule does not work if the field Client's
Create a new field from department or location.
We are creating new ticket templates and we need to be able to pick location ad department. For example if an employee is to move to a new location we need the current location and the location he is moving to. It seems silly to have to create a pick list when the sites are already created and now we have 2 lists to manage. The same goes for department. Any way to do this? Thanks
Auto - Populate fields on incident templates
Is there any way to set a default value for a field in an incident template. Example - I would want the priority to be low and the lever to be tire 1 by default whenever a ticket is created. Thanks Wil
Issue with Pass-Through Authentication
We have Manage Engine Service Desk Plus 9.1 installed in our environment and published externally. Currently Active Directory Integration is enabled and users login using their credentials on the main login screen. Recently pass through authentication was implemented but the error 'credentials not supported to create the account' was thrown out. I ran the script on the AD server to create a computer account with password and it created the computer in the default Computer container. Now in the Admin
Close archived request
Hi, Is there a way to close an archived request? I know that archived request can not be edited, but is it possible do this directly in database? If yes, could someone explain how to do this? My SD+ version is 8215 using MS-SQL Thanks Paulo Santos
Complete listing of Notification Variables
Does anyone have a complete listing of the variables that can be used for notification templates? I'm trying to pass off revamping them and I'd like to be able to supply the person with a complete list to 'fiddle with' offline. Thanks Jason
IOS Push Notifications
Hi, I am running the latest version of the service desk plus app and the latest version of service desk plus. However i don't receive push notifications. If I go into the app then i will get see the 1 comes up or however many jobs i have but i dont get an alert. Can you please tell me why this is? its all set up on my phone and on my helpdesk but dont get anything unless i go into the app. Thanks, Ryan
PG SQL Connection String
Hi, How to access POSTGRESQL DB from another server/machine using ODBC or PGAdmin Tool or any 3rd party tool ? What changes do we need to make in pg_hba.conf file under C:\ManageEngine\ServiceDesk\pgsql\data ? Thanks & Regards, Shri
SDP - force scan
is there a way to force a scan of the agent and have the info update in SDP? We tried a few things - stopping the service, running the ae_scan.vbs but the last scan date is not being updated. Any help would be appreciated.
Is build 9108 ok to install?
I downloaded the update for build 9108 yesterday afternoon intending to install it today However, when I went to the service pack page to read the release notes, it now says "We recommend users to move to the latest version, ServiceDesk Plus 9107 build released on 03 Sep, 2015" Has build 9108 been pulled since yesterday? Should I not install it? Thanks .
Can I restore an additional field that has been deleted
Hi, I accidentally deleted an additional field that I had for "location" I have re-added the field with all the attributes and all seemed ok. However, if I do a report on old requests the location field is now blank for all old requests! Is there anyway I can restore the old field and ensure that it is in the correct part of the table so that old requests will still have it in place? I suspect that the new additional field has been added in a different table or a different part of a table hence why
Merge Request Notifications
Hi, I would just like to inquire regarding the notifications during merging of requests. We are currently using version 9.1 build 9102. When we are merging the requests, it does not ask anymore if the tasks will be included or not during the merging, it automatically copies the tasks from the other request to the retained request. But before with version 9.0 build 9022, it has a notification for the tasks inclusion. Can you clarify on this one? Thanks! Geraldine Legaspi
Request indicator
It would be useful to have an indicator next to the requestor's name that shows you if they already have any incident/s logged. If the flag shows that there are other issues logged, you can click on the indicator to show a list of the other requests (just in a pop up window or a new tab) This means you can reduce the amount of duplicate requests. Is there something like this already available?! If so, I haven't stumbled across it. Cheers
Form Rules
I have been trying to get the form rules to work and have not had any success. I am trying to get a field to enable after a certain field is answered. Example Field one : What letter comes after A? Pick List B,C,D if they answer B, I want field 2 to activate. So far I have tried added both "on form load" rules and "on field change" rules. I have tried both "enable fields" and "show fields" actions, but I cant get anything to work. Do I need to have the field included on the form, or does it appear
ManageEngine ServiceDesk Plus Restore Problem
Dear All I am facing problem when i restore my data to new help desk server version all work well. but all new configuration i made on new server is overwrite by old backup file restore data process. is there is any custom Process with the restoreData.bat file.
CAB members attach to template?
Is there a way to automatically associate a group of CAB members to a Template for a Change request? And is there a way to hide stages such as Planning and Implementation for a change request workflow?
Critical: error when mysql starting: An error occurred when initializing system tables
Dear all HiI am getting this error: Column count of mysql.db is wrong. Expected 22, found 15. Created with MySQL 0, now running 50150. Please use mysql_upgrade to fix this error. mysql.user has no `Event_priv` column at position 29 Event Scheduler: An error occurred when initializing system tables. Disabling the Event Scheduler. the error file is attached. Thanks
Inconsistent naming for Resolved/Completed
I'm not sure where to put this observation/recommendation, but I'd like to point out that for many of our users the term Resolved and Completed are not interchangeable. Presently, when we mark a Problem as resolved, it disappears from our view of Open problem records. It is then visible by going to the Completed Problems. Does anyone else have technicians struggling with this?
Translation in different languajes of custom fields
Hi, We have some custom fields on different templates. We will use the system with workmates from Japan and we can't see how we can include the translation for this fields to let them see everything in japanish when they use the shared template. This is an ofuscated example example.
Close the Task
hi, The technician failed to close the task when the change passed Implementation Stage. I can set "Associated tasks should be completed" in the "change closure rules", but it checked in the Closing Stage. Can I set the role to check when the technician click the complete in the Implementation Stage?
Next Page