ServiceDesk agent info
We recently have installed ServiceDesk Pro i believe, the agent is being pushed out via group policy to all machines within out domain. All or most Windows 7 machines will show up and i can get all hardware and software info. Windows XP machines are a different story.....nothing will show. Guess what i need to know is what services need to be enabled through GP and or is there a different approach i should be taking? Our server side is running version 8.2.0 Build 8217 Thanks for the help
CAL licensing
How is CAL licensing handled? We would like to track out Exchange CAL licensing. I have created a license and selected the CAL license type using the per mailbox option. How do we attach the CAL to a mailbox in the Exchange server? We would like to track the number of CAL's versus the number of mailboxes existing on the Excahnge server to insure we are within licensing compliance. We also would like to track CAL licensing for SQL server, Windows server, Lync Server, and SharePoint.
Task order
Good Day! I want to see all closed tasks in the bottom of the task list. But when i choose "sort tasks by status" task order column goes crazy. Is it possible to sort "task order" ascending when i choose "sort tasks by status"? As of now it is sorted by task ID.
Service Catalog IE11
Hi, I'm using service desk plus 8.2 and when i will update a task in the service catalogue it's not working. When i click on save nothing happened. I have make the modification with IE9 and it's work fine. So is there any know issue about IE11?
How set "startTime" when adding worklog through REST API?
Hi I can´t seem to figure out how to set "startTime"(and "endTime") when adding a worklog through REST API. This is the INPUT_DATA: <Operation><Details><Worklogs><Worklog><parameter><name>startTime</name><value>1394460603088</value></parameter><parameter><name>description</name><value>Rebooted computer</value></parameter><parameter><name>technician</name><value>Stern Howard</value></parameter><parameter><name>workMinutes</name><value>1</value></parameter><parameter><name>workHours</name><value>0</value></parameter></Worklog></Worklogs></Details></Operation>
Business Rule Criteria Group IS None not working
Is there an ETA on this problem SD-47197 When a business rule with criteria as group is 'none' is executed it does not apply any action. Whereas if the criteria is level is 'none' then action applies. We are trying to get our SDP installation up and running and were looking to create a rule for all new request that do not have a group assignment and assign them to a default group. Of course, with this bug, we are stuck.
SDP 9002 High memory usage while and after asset scan
Hi Is this normal? Thanks for 9002 the asset scan now complete without stacking in middle. I have completed the asset scan in about 6:30pm in reasonable length of process time. However I noticed the memory usage (java) is up to ceiling like commit (KB)=7.698,396, working set (KB)= 5,707.208 way after the process is completed and just now at 10:37AM. If I restart service, it will way down to 1GB mark for start. Well, I see the system requirement for this application is 4GM server memory. We have
Need to close several requests at once
Greetings, One of our Helpdesk technicians needs to close several requests at once. We require that there be a resolution posted for each request, but the resolution for all the requests was the same (applied updates to software package!). Is there some way of adding the resolution and closing all the requests at one time, rather than one by one? Thanks!
Can We Change Height of Resolution Writing Area?
Is there a way to enlarge the height of the request resolution text writing field? Ideally, the size auto adjusts to the browser height accordingly, as is the width, but at least can we give a bigger (and fixed) default size?
"Personalize" not working in 9.0
Upgraded to 9.0 Build 9002. We use the "Personalize" option to add our names to the requests when we reply, and they are not being added since the update.
"Subcategory" not sorting
Using IE 10, we do not have the "Subcategory" option sorted alphabetically. This makes it difficult to find the correct entry. It was sorting okay in IE 8 and 9. We do not have the option to use another browser.
SD Plus upgrade to 9002 - Error with Dashboard display.
Hi I recently upgraded to the latest version and now when I view the dashboard I get an error 500 java exception. I've attached a screenshot. Any help would be great. Thanks Scott
How to use downgrade rights properly
I'm beginning to use the Software asset tracking within Service Desk, and am happy to see the 9.0 version with many additional capabilities. Right now I'm trying to track my Autodesk licenses. Under an Autodesk subscription, we are allowed to run the current version plus 3 prior for each license we hold. As an example, if I have 60 licenses I can run version 2014, 2013, 2012 and 2011 on one computer, and this consumes a single license (single computer). I had hoped downgrade rights would provide
removing software entries from asset manager
Hi we have thousands of entries in our asset manager - scanned software where installed is '0'. (historic polution) Since I can only delete 200 records at the time this would be a time consuming excercise to do it manually. - is there a way to (permantently) delete the ones where 'installed' equals '0' (one off) - is there a way to remove them automatically once they become '0' ? (setting) thanks/Eddy
Windows 8.1/2012 R2 & compatibility with SDP / OpManager
Hi all! New wave of Microsoft products (Windows 8.1/2012 R2 ) will be in GA after 2 days. What about compatibility Windows 8.1 with SDP / OpManager? IE 11 (default browser of Windows 8.1) is compatibility with SDP / OpManager and it may provide normal view this products?? What about monitoring and setup SDP / OpManager in Windows 2012 R2 ??? What about monitoring Hyper-V in Windows 2012R2 ??
SDP template creation tickets by email
It is possible that when I get an email to one of the mailboxes groups ServiceDesk Plus ticket is created with a template other than the default template? Examples: SDP email: helpdesk@sdp.cl email support group 1: group1@sdp.cl email support group 2: group2@sdp.cl If the mail is addressed to email SDP: Apply template "default" If the mail is addressed to email support group 1: Apply template "Group1" If the mail is addressed to email support group 2: Apply template "Group2" Thanks, Mauricio
Linking 'Categories' within Tickets to 'Topics' in Solutions
Hi I would like to be able to use the categorisation matrix within Tickets for 'Solutions' but it appears to utilise a different field Is it possible to do this? Thanks Andy
Job Field from AS400
Hi, My company is looking into replacing our current Helpdesk ticketing system and I'm considering ServiceDesk Plus. I have a few questions about functionality: 1. While integrating with Active Directory, can ServiceDesk Plus pull fields like Organization and Department from AD user object and auto set/populate these fields during ticket creation? 2. We're currently billing all tickets to jobs in AS400 system. Current system pulls list of jobs from AS400 and, if user doesn't want to bill it
How to handle external service vendors?
Hey guys, just wondering how people have dealt with adding external services vendors into the CMDB on SDP? For example, we want to add things like our ISPs into the CMDB with information like contact info, bandwidth, contracts, etc. Or another example would be DNS hosting. Or telco/phone providers. Thanks, Graham
export all my data from ServiceDesk in a new database?
What is the best way to extract all data from ServiceDesk?
[Newbie] Customize Report and Quick Link for Update Status
I'm newbie for Service Desk Plus (6 Months >.<), i need some customize Report and Quick Link for Update status (Open to In Progress).. I will explain it, sorry for my bad english. 1. Customize Report In the default report, we have Response DueBy Time field, but i need the exact time when Technician respond the ticket like in the Ticket History, what table and field that i can use for get exact Response Time? 2. Quick Link for Update Status (Open to In Progress) In some situation, ticket come to the
Auto CC to a technician
Hi Team, Just wondering if there is any option to include a Email ID at "notify to user: field by default? Or is there any way to have reply from technician automatically CC'd to all technician. Without this feature, we find other technician in group not being notified when a technician replied or responded to a ticket. Any idea on this?
Modify forward personal request
Hi, I noticed that by submitting a written response from themselves and not received by others through service desk, if you are forwarding are not populated the fields in the template. for example I have these fields: Date: $ CreatedDate From: $ RequesterMail $ Description if I forward a response that I received works perfectly. if I forward an answer that I sent, not fill in the fields "$ CreatedDate", "$ RequesterMail" but only "$ Description" Thanks Daniel
network scan returns ip adres
When i'm running a network scan to discover new- and scan existing printers. The asset name shows up as a ip-adres, but i want the hostname from the printer as an asset name. Even the printers who are already in SD are also shown their asset names as ip adres and hostname, so then there are 2 of the same printer in SD. PS, workstations are having that problem to. kind regards, Jeroen
Different incident template & ID
Hi, I'm just wondering if there is a way to create a separate incident template for a different specific job and have it having a seperate ID numbering system? For example normal incident template that we use for most jobs is up to 900 or so in ID numbers but is there a way i can create a new incident template for example called "Certain job" that begins again at 000. So I can in theory have two different ID numbers that do not affect each other? Thanks
Problems with New Purchase Orders after Update SDP 9.000
Hi, We are using SDP 9 build 9.000 and we having problems with new purchase orders. We fill all fields in this request process and when pressed SAVE appears the error "Impossible to create OC". We made no change in the fields of the purchase order. I don't know where is problem, but it happens after installed the last update of Service Desk Plus software. What can we do on this case, we need to register new orders. Please support team, high priority. Thanks. Regards, Lincon Ruam
Problem with restoring backup on a Fresh Installation of SDP 9 .
Hi, We have been using Service Desk Plus for years,now on our server we have SDP version 9 build 9002( last version ) with MSSQL database. We have decided to change our server , therfore we installed the SDP version 9 build 9002 on new server (same version with same database config) and tried to restore our backup from old server on the new one. But it just starts with extractng backup file and finishes unexpectedly. Please help in this regard, the log file is as follows ********************************************************************************
Service Desk Plus Network Scan Issue
Hi I am running a fresh install of SDP v9.0. Until yesterday my network scans were working fine. Today the scan goes on forever never incrementing. I also tried doing a domain scan but the same issue exists as with the network scan. The only change I made was testing the Desktop central system. I deployed a few agents to seem how well the solution works. The Desktop central system seems to scan fine though. Tx Gary
Confusion with Mitel IP phones
Hi, I've been over a lot of the documentation and can't find much in relation to phone systems in general other than a forum post here where a manage engine staff member says that IP phones cannot be scanned; https://forums.manageengine.com/topic/can-servicedesk-scan-and-identify-cisco-ip-phones-as-assets But I seem to be getting mixed results on my network. When doing a scan I get a lot of entries coming back with "Connection to RPC server in the workstation failed.", which makes sense, that doesn't
Re-Organizing Site, Departments, and Requesters
I am looking for a manageable solution to re-organize Requesters, Sites, and Departements to get more functionality from the online portal without losing any reporting. My goal is to have different management levels able to view different requesters requests. ie - Operations view all department requests - District Managers only able to see their District - Location Managers only able to see their requests I am also not sure if our Departments are properly setup - When running a report
Notifications bug?
When you click on the notification bell icon it gives you code information, is this a bug or intentional?
SDP and CRM Integration
Does Service Desk plus support integration with Microsoft CRM Server ?
Link to SSO (pass through) scripts
Can someone provide me with a link to the new computer account and password reset scripts for use with the pass through authentication please?
How do I find what modules are using a category so I can remove it from the category list?
How do I find what modules are using a category so I can remove it from the category list? I have marked them for deletion, but I want them removed. How do I find out what modules are using the categories so I can clean up that list?
Asset Explorer for distributed asset scan
Hi, my customer bought Service Desk Plus Enterprise. He has to manage a few remote sites. I am investigating a solution to allow for the scan of the assets in those remote sites. My understanding is that it can be done using a Asset Explorer remote site, as explained in the link that follows http://www.manageengine.com/products/service-desk/help/adminguide/configurations/discovery/distributed-asset-scan.html My question regards the licensing of the solution. I was also reading this page http://www.manageengine.com/products/service-desk/faq-asset-modules.html
Can Servicedesk be used for facilities maintenance?
So I got a question from our facilities guy. They literally are using a spreadsheet to track and manage facilities requests (paint my office, replace ballast in lights in office, rekey door in office, etc.) He looked at ServiceDesk and drooled over it and asked if it could work for his group since we already own it. I know there are some parts of ServiceDesk that are generic and would work for everyone (assigning workorders, tracking, etc.) but servicedesk seems pretty computer-oriented and it didn't
Is it possible to automate a ServiceRequest
Hi. Is it possible to execute a Windows PowerShell script from a SD+ Service Request after that the request have been approved by the approver. This to automate the execution of the service request. As an example: 1. A user submits a SR in SD+ 2. The request is sent to an approver 3. The approver approves the SR 4. Then a powershell script is executed (for example to put a AD user in a AD group based on the fields filled in the SR form. best regards Markus
Guidance
Hi Support team, I have another two department looking to use the ServiceDesk plus. Currently IT use it, but our Web Team and Facilities Department want to use it as well. Can you tell us what is best options to get this to work if possible. I know I have asked before but if someone could help us on what to do that would be great. Regards, Keith.
Problem Updating to Version 9000
Hello, I tried to update ServiceDesk to version 9000 from version 8127. It was unsuccessful. Fortunately i have the backup created (MY SQL). In order to revert back to 8127 and restore the Backup, i need to install Version 8021 since on the installation process it still offering the option to use MY SQL. The problem is, i installed the Enterprise edition with 30 Days trial, instead of Standard Free Edition. Question are: - How to go back to free edition? - If i have to reinstall the ServiceDesk again
Different initial responses to different email domains
I am not sure if this feature is already included in the latest version of SDP? We want to be able to recognise an email from abc.co.uk domain and send a different initial response to that that we send to email from def.co.uk domain in the same way that we can with signatures on group mail settings. e.g. we have different response times to ABC company than we do for DEF company and the initial response email needs to state this. Can that be done please? Thanks in advance.
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