business rules not working after 9 upgrade
We have found that our existing business rules are no longer being applied to jobs any more after the upgrade to 9 It also changed our OR criteria to AND , and I thought that was causing the rules to not run , but after fixing the criteria , they are still not running
Mobile App for BlackBerry 10
Hi, are there any plans for a release of an App (or even a port of the Android App) for BlackBerry 10? We would highly appreciate if you would consider to build an App for BlackBerry. With BlackBerry 10.2.1 you can install APK directly onto the BB device but you can't use it in the work space with BES enabled devices. regards Maik
DueBy Date
Hi I am using SD 8217 When picking up a request the service desk throws an error as follow: *** Technician assigned but is unavailable on this request DueBy Date ... Thnx
SDP not fetching the correct Display Name of the requester
Hi, We have deployed SDP 8.2.0 Build 8214. The Requests sent by users with an AD forest do not fetch the requester 's display name correctly. To illustrate: 1. We have many domains (abc.com , def.com, etc.) within our AD forest named xyz.corp 2. SDP fetches requester's display name correctly on a domain abc.com like "lastname, firstname" 3. SDP displays the requester 's name as requester@def.com instead of "lastname, firstname" In case of def.com domain SDP is populating the requests sent by the
Can i search for last logged in users
Last Logged In User : bertaa is there a possibility to search in assets for last logged in users. From the search menu ? Tried everything, but can't find it. Some users travel around at different computers and I want to see where they are logged in at when I have them standing near my desk. Users never know where they are sitting... And don't remember the asset tags.
Scheduling the AD user / Asset scan and inport at specific time of the day.
Hi there I have question that as current way to schedule "AD scan for users" for instance is only a single tick box and number of interval days. As I never know when it is actually scheduled. We would like to be run this in specific time of the day such as close to midnight. Is the any way to set the time of the day to be run those scheduled tasks?
List View customization
Hi All, Find below the list of features which have been taken up for the next release. The next release is expected by the end of September ( just 8 more weeks to go ). 1. Active Directory Authentication 2. Custom Report Generation 3. List View customization We have installed the latest servicepack (12) but we can't find this option? Should there be, or do we have to wait till next servicepack? We like to change the view in the request, and put a collum 'location' for example.... Thnx!
Time removal on some reports
Hello, Is there a way to remove just the time on some reports. For example, the contracts report. We don't care that the contract is expiring at 23:59:59. We know that it expires end of day so this is redundant. Can you please tell me how to fix this. We are running version 9 and MSSQL.
How do I associate a task type to a service request template?
How do I associate a task type to a service request template? I have created a task type (User Creation) and a number of different tasks (create in AD, assign to security groups,set print permissions, etc). What I want to do then is associate this "task type" to the request template so that all the associated tasks get attached. As far as I can see you have to add each task individually. There are some task types which are common to several different requests and it seems strange to have to create
Duplicate request
We have multiple email enable support groups and sometimes users will send a message to one group and CC another. This results in duplicate tickets, one in each support queue. Subsequently, each group starts work on the request, unaware that the other group is doing the same. How can this be prevented? Thanks, Dave
AD Authntication Not Working
Hello! We have recently implemented ManageEngines's Service Desk Plus in our test environment and connected it via Microsoft SQL. Scanned all the computers and other assets and also imported all the domain users by performing a domain scan by providing the proper credentials. Finally mapped the workstations to its respected owners. We then enabled active directory authentication, but with whatever domain user we try, it tells us wrong username or password. Now our domain is called xxx.yyy.zzz its
Need an expert Advice about PostgreSQL/Mysql/Mssql , which one to use?
Hi there everyone, i'm thinking about which one to use for (Faster) Performance , i will have around 1000000 requesters, maybe more and around 500+ daily requests, need an expert advice which of those database i should use to avoid performance issues and work faster in Service Desk plus application. Thanks!
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL Sample of my field is shown in GUI.
After upgrade to 9.0 I cannot open Attachments
Last Sunday, we updated from servicedesk plus professional 8.212 to 9.000 (doing an update to 8217 before 9000). Since then, the system has become unstable (servicedesk locks and the web server give us an error) and the attachments on the request cannot be opened. We cannot downgrade to another version (doing a restore) because we do not want to lose all work from yesterday and today.
Remote Install agent ServiceDesk Plus
Hi, What location is the remote agent? SDP 8114 Professional Thanks, Mauricio Fuentes
Change Management 9.0
Have recently added change management and just upgraded to 9.0. Is there any documentation on best practices in setting this up from scratch? I would appreciate any documentation available. Thanks.
Need help with SMS configuration
Good morning, I need assistance setting up SMS notifications. I can see the option under the admin tab/notification rules.... but my question is this.. Is there a way to set up SMS alerts for specific type of request? Here is the scenario. A ticket comes in requesting that a fax line be set up. the request template we have set up for this fills out all of the proper fields (category, priority, group, technician, ect...) I would like to see if there is a way to automatically SMS our telecom tech when
Service Catalog template inaccessible
I recently spent several days working on a service catalog template for one of our support groups and after changing the "Associate groups to template" option to that group (which I am normally not in) I can no longer see the template in admin or the self service portal. I found a similar complaint from about a year ago on the forums but no resolution was documented. I tried adding myself to the support group that is associated with the template but that did not work. Fortunately, I have a link to
ServiceDesk Plus Licence Downgrade
We've got SDP Professional with a five technician licence, but since we purchased this the free version of Standard has been upgraded to five technicians and frankly we're not making enough use of the extra features of professional to make it worth renewing when there's now a free version we can use that will meet our needs. So, how can we go about downgrading our licence to the free version ? We're about to migrate SDP between servers, if we just set up the new server as a free install will we
Can I automaticaly send approvol request to asset owner?
Hi! My case - request access to resourse (server for example). This server add to CMDB. I can create in Service Catalog request form which allow users to select this server. And I want automatically send approval request to server owner (in addition to send to user manager). Its possible in SD+? Im can`t search nessesary field in form designer.
Mac OS X Mavericks (10.9) Support with Scan Script
Hello, As with the folks using Asset Explorer, my SDP Scan Script does not see software on Mac OSX Mavericks. Has this been corrected? As of what build number? I'm still at 8206. Thanks, Brett
Technicians Task
How can i view Open and Closed task for Technicians in the system?
Email Notification
Hi, I have currently enable the incoming mail server setting for email fetching in service desk plus. I want to know one thing as per below scenario. 1)User A created a HDR " My system response slow" through Helpdesk managemnet web portal. 2)User A get ack on his email that your request has been logged with ### this ID. 3) Request is landing on the helpdesk group.(which have 3 memebers) each member get the email notification that request land on his group 4)one of the Technician from helpdesk group
Subcategory and Item list are not sorting alphabetically... is there a fix?
We had the Manage Engine Service Desk Plus and the subcategory and Item list are not displaying the items alphabetically. It was on version 8.1.0 build 8127, and we are using IE 10. We thought it could be the compatibility issue so we upgrade the Service Desk to version 8.2.0 build 8200 hoping that it would fix the problem, but it didn't. It's still not sorting correctly. Is there a fix for this? Thanks
ServiceDesk replying to itself
We have an issue since upgrading to build 8217. When a request is edited/resolved it emails the service desk email address as well as the user. This causes the ticket to be appended and automatically re-opened. Any suggestions? Couldn't find anything in the admin settings that may have changed.
Asset status automatically disposed if not scanned in last X months.
Hi all, I'm managing a lot of workstation, and I'd like if it would be possible to set automatically to "Disposed" all these workstation that was not been scanned with success in last n month. Can you help me? If it is not possible, I think that could be sufficient to add to the workstation filters a field like "Last scan date", with the more recent value (for each workstation) in the field "audithistory.audittime". With this field, I would be able to filter manually the assets and I could be set
import from CSV monitors and assign a resource
Hello I wanted to import a csv file monitors. When importing I choose user or department but I can not find the resource to which it can be assigned. Is it possible to add a field assignment to a resource when importing from a CSV file? Now I have to manually assign monitors and the large amount of equipment I'm losing a lot of time on this. Regards
Template Categories
How do you setup Template Categories? Right now all our Templates are showing up under "Other" when requesters log into the self server portal. Thanks
API Key section missing
We are starting to play with the iOS and Android versions fo the client for Servicedesk plus, however we have one technician (ME!) who cannot generate the API Key because the API Key section when editing a technician is missing, aka not showing. There is an entire section missing... Logon details is missing, Role managment is missing and API Key generation is missing. Screenshot can be found here: https://copy.com/YGU3gSYyopPk I can't insert a screenshot here because your forum software does not
Resolved Problems not Auto-closing after 3 days
I'm using ServiceDesk Plus 8.2.0 Build 8208. If I mark a problem as "Resolved" it doesn't auto-close in 3 days. It works fine for incidents but not for problems. Is this a setting issue or is it working as designed?
Automated Removal of AD user accounts
Is there a way to set ServiceDesk to automatically remove disabled AD accounts from the Requester list when doing the AD import? If this is on the roadmap, what is the ETA on having this implemented? It is a pretty important feature as we need to manually perform this task on a regular basis.
Auto-Email replies from SDP
Is there a way to select certain requesters from receiving reply emails from SDP. We have a few monitoring applications including OpManager which logs a ticket when trhesholds are met. When the ticket is created, SDP sends a notification to OpManager that the ticket has been created. OpManager does not have its own email address so Exchange then sends a reply to SDP that the user does not exist. The reply from Exchange is then sent to the technicians also. This is creating a lot of extra emails within
Windows Server Licencing
Hello, I am looking for the best way to manage and report on Windows server licencing in SD+ We have a mixture of server versions 2003 Standard 2008 Standard 2008 R2 and 2012 R2. We currently have more instances of Server 2003 installed than we have 2003 licences for, however we are covered from a Microsoft Licensing point of view as we have more than enough Server 2008 licences to cover them. Likewise 2008 R2 and 2012 R2. When I run the Purchased v Installed software report it shows under licensed
Custom Report for Assets
Hello, I hope someone may be able to help. I am looking for a query report to list all assets including the following fields: Purchase Date Purchase Cost Product Type Asset Name Serial Number Location Site Asset State Many thanks Paul
enable / disable depending on your technical work shift.
I can create a table for each technician hours depending on the shift having that workweek? I can disconnect a technician assigned to one incident for a few hours or one day? Thanks
Duplicate Requestor
We had an issue with our email server and since then, we have duplicate requestors with different login IDs. The original lists their AD profile/user IDs. The duplicates have their email address listed as their sign-in ID. In addition, a large number of Dist Lists also came over as Sites. I went through the entire list of Requestors and deleted the duplicate entries that were wrong and did not contain all the information (Site, Dept, etc). When I view the list of Requestors, there are no duplicate
SD trial error
Dear, i'm trying to install and evaluate the latest sd version. I can install it but when i start the service, appears scrren and in the blue line the steps that are executing. after 30 minutes there are dots without starting the program. what we can review? I'm using a windows 7 32 bits computer and sqlserver express 2012 to evaluate it. spd
Single Sign-On Issue
Hi, I've found about this issue a few months and I need your help. Many users in company have been facing the login issue that SDP shows a 'j_security_check' error on IE (7-9). Some computers can fix by updating some registry keys (LmCompatibilityLevel, NTLMMinServerSec) but some don't work. Do you have any ways to help me solve this issue, please? Thank you
How to Import CIs with used by EmployeeID
hi all, how can i import assets/CI's with used by Employee ID, currently it takes requester name, if matched it will assign to requester, else it will also create new requester and assign the same. what happens if there a spell mistake in requester name or if we have more requester with same name, Simple Question. It can be possible to link with Employee ID ? with regards, Anand
Need "notification to Group technicians" option for closed requests.
Currently when a request is closed, the only Technician Notification option is to notify a specific list of techs. It would be better to have the option where all techs within a Support Group are notified when a request in their group is closed. For example, if the Network support group receives a request and one of their technicians closes it, the techs in this group would all be notified that the request is closed. Other support groups would see nothing, as they do not work with those tickets anyhow.
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