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Is it true that "A workstation must join a domain to be scanned and updated scanned information?"
When I try to scan a non-domain workstation, I get a blank-information workstation item. Besides, I can see that SDP uses domain names for updating workstation data which would fail at a non-domain one. Thanks,
Defaulting Template for Technician
Hi Experts, I am new to Servicedesk and would like to know if it is possible to default a template for technician? Scenario: I've created several templates and associate groups to them using the "Associate Groups to Template". When i login as the technicians, when they generate a request, the "Default Request" is the default option. 1) I know this can be done for the requesters but would it be possible to turn of "Default Request" for technician? 2) if not, is there a possibility
Request CLosure Comments
How can you get the Request closure comments emailed to the Tech? I don't see an option anywhere. As our Techs don't look at the closed Requests as they have been completed. Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML Jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
Time Take to Resolve Required
Is there anyway in ServiceDesk to disable the requirement for entering a value in the Work Log for Time Taken to Resolve? I'm trying to just enter charges for equipment or software.
SelfService Version Update
Hi, I am a new administrator with this software and was wondering where do I go to update the version? Thanks ahead of time.
Calendar now button
Hello, Internally SDP stores the date/time as Epoch time = the number of seconds elapsed since 1 Jan. 1970 00:00:00 UTC. The date/time displayed on the screen considers the time zone you have set up in your SDP preferences (personalize section). I am wondering what date/time is being considered when pressing the Now button in the calendar. Is it the time of your PC, the time of the SDP server (which may be in a different timezone) or the time as configured in the personalize options? Best regards,
Notification emails in HTML
When setting templates for the email notifications (i.e when a new request is logged or when a request is closed) I would like to add some HTML formatting to the email which is sent. It appears I should be able to do this but when I add any html tags they just appear in the email notification as plain text. The setting at the top of the notification rules page is "Send all e-mail notifications in : Rich Text format (HTML) " Links from pre-defined variables such as $RequestLink work properly.
Change/Delete Reminder from Calendar
How do I change or delete a reminder from the scheduler calendar after it's been created? I can view it but can't seem to find where to edit or remove it.
Approver perrmission
Hi. I have some difficulties with following: I wrote a workflow, that every purahse request assigned to the head of current department. But if manager forward the link to another person, other person can approve instead of manager. How can i forbid this?
Change
Hi Im using SD 8.2.0 build 8217 When i opened a change i faced the issues: 1. If one Approver is removed and re attached to the change, the system does not remind any more the approvation / rejection sent by this approver. 2.If another approver should be added in the change after the aprovation is sent, we have to resend this approvation to all the members in the approval list as it does not have any way to classify which address should receive the approval email. 3.Sometimes the approval
Renaming categories and Support Groups
Hi -- Just wondered whether it was ok to rename existing Categories and Support Groups, or will this have an adverse affect on anything? Thanks MP Service Desk
Solution Keywords: entering single words vs. phrases
When entering key words, I understand that single words should be separated by a comma. How should phrases be entered? For example, if I want the phrase "installation error" to be a "keyword" along with other words, should I enter it like this? installation, error, installation error Thank you!
Notification emails
Hi, I am not able to send emails when a ticket is resolved in SDP. Is there any particular setting to be done?? Regards, Kavya
9008 Upgrade
After Upgrading to 9008, all data was restored expect the relationships. its empty though the DB tables do exist and still contain the valid data. is this bug? or something wrong with the upgrade itself. trails to solve this issue: -I have tried fresh install and restore my data into the freshly installed instance still the same> -Update to the latest release 9009 still no fix. any help is very much appreciated. thanks
Apply Ticket View As Standard
Hi I am looking to apply the same view for all Requestors when a Requestor clicks on the My Open Tickets menu. I want to have this set as default for all requestors, is this possible? for example ID_Subject_Priority_Status_Assigned To_DueBy_Resolved Date Can you help
Assets management SDP
Hi We have helpdesk Team which manage Desktop user Assets. I would like to know how i can delegate them the Rights. Currently i assign them a SITE ADMIN rights through which they can scan all desktop to update Assets but they are unable to Add new assets or devices in the list. For that i have to give them SD ADMIN rights which i dont want to give them.. Plz share any solution if have. Secondly I have created custom fields for Requester in HDMS to maintain user information regarding email access,
Assets related alerts
Hi Does SD+ can send alert if the free hard disk space is lower than X%? Thanks, Amichy E.
Tasks tab not working correctly
Currently on 9010 but problem started on 9008. The Tasks tab doesn't update the number of tasks that remain when any task is complete ("0/5" will show when all 5 tasks are completed) and changing status doesn't change percent to 100 and changing percent completion to 100% doesn't change the status. Also, the amount of the Open Tasks (on Requests tab) has increased (counting Resolved tasks instead of the remaining Open tasks). It appears that the number includes previously Resolved tasks with completion
Notification Rules: What Actions (or lack thereof) Meet the Response Due By and Due Date Triggers?
I see that there are 2 fields : $DueResponseTime and $DueByDate. Please confirm my understanding the $DueByDate is the date established by the priority level and associated SLA that we expect resolution or service to be complete and the ticket closed However, what is the DueResponseTime? What constitues a response so that this notification rule is not triggered? Finally - the "Request Unpicked By A Group" - pleaese confirm this means when ticket assignment to a technician in that group is not
Import Assets
Currently we own both Manage Engine Service Plus and Dell Kace 1000. I would like to connect thm together to share asset information. If I cannot connect them, I can pull the asset files CSV and import them into Service Desk. How do I do this or where can I find the information. Appreciated anybody's help
reminders not working
Hi Our reminders do not seem to be sending emails - we set a reminder for example today at 1:30pm. We then set the email me before to 15mins excpecting an email to be sent to the technician who set it at 1:15pm but nothing? Any ideas why this could be. all other notification rules work fine.
Sender´s Display Name
We have configured, that all Requesters get a message when a Request is opened from Sender "IT Support". But now, when we reply to a request , the sender´s Display Name is now not "IT Support" it is "Your HelpDesk System". I am really unable to find this Setting! Please help. Thanks, Oliver
Re-set Change ID number
Hi, Is it possible to re-set the Change ID number? For example I want the next change number to start at 300 Thanks.
Issue with Deleted Technician
We removed a technician from SDP doesnt show up under technicians but the technician still receives tickets and is listed in drop down boxes. I already received an initial email from Ben after waiting 2 days for the initial response, now waiting again after running Query in SDP on the user. Anyone have suggestions, as support from ME is severely lacking
Slow Technical Support Responses
Why do i always have to wait 1+days to receive a response for any support ticket i send to ManageEngine to SDP. I am a paying customer. When you finally reply, i reply back and wait another 1+days to again receive a response.What is the deal?????
Multi-Select Incident Field
Is there a way to create an Incident field that allows users to Multi-Select? We need to create a field that allows them to select multiple options. Any way to do that or is that feature request?
Upgrade from 8212 to 9010 CMDB/Assets not showing Relationships
I did a stepped migration from 8212 to 8217 then 8217 to 9000 and then 9000 to 9010 yesterday. Since then we are unable to add or view relationships for Asset or CMDB objects. The message "No CIs found in this view." shows up in place of the actual related object. Screenshot is below.
Domain authentication
How can I configure that, when requester receive email from system and clicking the link, it open the current page, not the page of login. How is it possible?
business rule for not filling additional field
Hi, I created one additional field in the incident template and admin should fill this field when assigning the ticket to a technician. Is there any way to send an automatic notification if the admin forget to fill this field while assigning the ticket ?
Delete Script For Database?
We're configuring ManageEngine and somehow our AD import for requesters brought in other extraneous information that we don't need - server names, conference rooms, etc that are part of AD. Because reimporting only what we need doesn't delete the AD items that we don't want, we'd like our DBA to run a database delete script so we can reload the relevant AD entries only. Is there a Database Delete Script that someone has that will remove the relevant pieces so we can reimport? We currently have
Assets that Haven't Been Sucessfully Scanned in Over a Year
I am trying to identify assets in Service Desk that haven't been successfully scanned in the last year. I am trying to find old devices that I would like to remove from the system so that I am not attempting to scan those machines and they won't consume licensing. Is there a way to do this? I can see workstations that haven't been successfully scanned in the last 30 days but I can't change that value. Any help would be appreciated.
Holidays in Views
Hi, What is the Holiday purpose? When I add holidays from Admin I can't see them in Scheduler view. If I add Local Holiday for me, I can see this Holiday only for me and not for other Technicians from my Site. In Technician Availability Chart I can see Holiday only created from Scheduler and only for me. Also in Site drop-down list available only (ALL Sites, Not associated to any Sited) but we have about 20 Sites SDP 9006 Dmitry
Question about Licences Contracts - Activate/Reactivate Licenses
HI, We have many softwares acquired licenses in Microsoft Eopen who want to add on Servicedesk to manage licenses and when the licenses expires (Microsoft Office 2003/2007/2010, etc). Situation: 1) We add an license using the option Softwares Licenses without fill the dates (start date and end date). I control the dates by license contracts (association license with contract). 2) When we do this action, the license that didn't have the date takes the date of contract. If we edit the license, the
error - Service Template Save failed
I am copying some templates once I have saved them in the correct category and then go in to amend the tittle (as it puts the date that it was copied over ) I get the error - Service Template Save failed please can you advise how this can be done Regards marcia
Correct Nomenclature to add Microsoft Licenses in SDP
Hi, In my company we have many Microsoft softwares licenses, I'd like to known what's the correct nomenclature and type to add in Servicedesk Plus. Softwares: Microsoft Office 365 ProPlus - pt-br Microsoft Office Access 2003 Microsoft Office Access 2007 Microsoft Office Multi Language Pack 2007 (complement of Office) Microsoft Office Multi Language Pack 2010 (complement of Office) Microsoft Office Professional Plus 2007 Microsoft Office Professional Plus 2010 Microsoft Office Proofing Tools 2003
Disply the IP filed of an Asset in the request
Hi Is there a way to show the associated asset IP address filed in the request template? Thanks!
Task Button on Home Page
Hi support, Any roles/customize to disable button "Add New" for Task on home page? Thank you, Ali.
Prevent SDP from adding rougue workgroups and domains to Windows Domain Scan
How do I stop SDP from adding rogue Domains and Workgroups to the Windows Domain Scan? This is extremely problematic for users attempting to logon as the default domain is ignored on the SDP logon screen and users have to select from the list. This is not a desired user experience, and SDP has been doing this for years. This has become an important issue since the executives have had issues logging in to the ticket due to this.
API and Templates
Hi, Is it possible to specify what information should be returned in sdpapi/admin/request_template/ With operation : GET_ALL or sdpapi/admin/request_template/<templateID> With operation : GET I am really just looking into one value and that is "Show to Requester" Because when I query the templates I would only like to display the templates SDP has defined suitable for the requester. Best regards, Valdi Hafdal URL : http://www.vlink.is [V-Support for SCP] http://www.vlink.is/scp [V-Technician for
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