SDP 8213 Backup Error
Hi Support, I'm Using SDPlus 8213. Run As Command Prompt D:\>ServiceDesk\bin\backUpData.bat Run As Command Prompt D:\>ServiceDesk\bin\restore.bat Run As Command Prompt D:\>ServiceDesk\bin\UpdateManager.bat Commands give error Error Screen Shot is attached Can you help for the solution..
SLA practices what do you do?
We are looking to set up our SLA's but it only has two criteria replied or resolved. What about assigned? If I assign it to someone but not resolved in 2 hours it should be escalated but I don't need to reply. SLA for say a windows password reset. our SLA is resolved within 10 minutes lets say. If I pick up a ticket and call the user to resolve their issue but the SLA says it should be resolved in 10 minutes it will get escalated/alerted while i'm on the phone with them. What does everyone else
More Simple and Effective Tips for the Self-Service Portal in ServiceDesk Plus - Service Catalogue
Taken from our Blog page - http://set3manageengineuk.blogspot.co.uk/2014/01/more-simple-and-effective-tips-for-self.html This one came up the other day when I was doing some work on the Self-Service Portal with a client. We were creating Service Categories and Service Templates as part of the main ManageEngine ServiceDesk Plus Service Catalogue which bore no relation to IT e.g. booking travel, hotels, taxis and requests for catering and the like. Now I followed the usual exercise of using meaningful terms
Auto CC while create ticket
Hi support. Is it possible to auto cc when create/edit ticket ? For example, put some email to email cc field on insident template, so when we edit the request, field email cc already filled. Thanks. Ali.
Send notification when SLA changes in request
Need another notification when was changed SLA in request. Because, some times contact-center is worng categorizing impact and urgency, so wrong SLA is assigning to a request. When my tech changes impact and urgency - no notification is send to a requester, so we've got some misunderstanding between them and us
Language settings in AdventNet ManageEngine ServiceDesk Plus
Is it possible to change the language in AdventNet ManageEngine ServiceDesk Plus 5.5.0 or is this only available in pro edition?
Automatic Relationships on CMDB
Hi everyone I have some questions about importing CMDB data. At this time, I have a CMDB report with all the relationships, I see that is possible import each CI category, so, I wonder if it's possible import all the relationships or if these relationships must be created manually. I am interested in import the relationship type User-Workstation. Thanks.
RMA'S
I have some bad monitors that are going to be hot swaped by the vendor. I need to track the vendor's case number for the swap, the old serial number (to remove from inventory) and the new serial number (to add to inventory). My thought is that this is all one record as the replacement monitor will expire from warranty in the same time the original was to expire. And if we need to verify either serial number a search should show us that the two serials are related. I'm not sure how to accomplish this.
Active Directory Manager Attribute
I have Active Directory Authentication active and have been importing my users. I recently created an Additional field in Manage Engine called "Supervisor" and want to map it to the Active Directory Attribute Manager. When I go to Import Active Directory User, I select the "Supervisor" check bock and in the mapped field I type "manager" (According to Microsoft, this is the attribute name). However, when I do an import, I do not see the Supervisor's name. The field is still blank.
Linux Question for SD+
Hello All, I have a few questions about installing SD+ on Linux. 1.) Can you use AD authentication on Linux? 2.) Can point the installer to an external database? Thanks
E-mail Id(s) To Notify can we change the name of this field?
everyone in my company puts their own e-mail address here. They don't get it that its to notify someone else. I would consider changing this field name.
Control
It is possible to control the handling time achievement for a company? Example: 1 company hired 20 hours per month, however she wants to follow the hours needed to complete the 20 hours that current month. Each service provided to the Company 1 decrease in contracted time. Why I can report the hours completed at the time requested. Is there any version that controls this type of calculation?
Adding a database instance as a Configuration Item
Hi, I'm currently populating our CMDB and things are going swimmingly, however I am trying to add database instances as configuration items so that I can then build relational links and can't for the life of me work out how to do it! I can see MSSQL existing as software, but I am really struggling to create (for example) Database instance DB1 as a CI type = Database, existing on SERVER1 (CI type = Database Server) etc. Can anyone point me in the right direction?
Autopopulation of a field
Hi, I need to autopopulate a date field in a request based on when another field is populated. Is there a way that this can be done? Thanks, Jonathan
New Support group not visible as a choice
Hello; I am struggling with an issue that appears to be a bug. I have created a new Support Group via the admin tab, and can see the group if I look for it via the admin tool. I have allocated technicians to the support group, including myself for testing. But I cannot choose this group from the group dropdown. We are on version 8.2.0 build 8201 - I have looked through the release notes of later versions and have not found anything that appears to resolve this issue. As you will see by the screenshots
Email auto parsing
Hi all. I work at a school and I am trying to configure email auto parsing but not winning! We have 2 technicians, 1 for primary school and 1 for high school. Also a maintenance manager. I have set up 3 Support Groups - PrimarySchool, HighSchool and Maintenance. What I need to to is to auto assign a ticket to a support group with the subject of the email. for example: Subject: "PS" -> assign to "PrimarySchool" support group Subject: "HS" -> assign to "HighSchool" support group Subject: "Maint" -
Cant open Web Portal
Okay. Im running an Eval on the software and so far managed to get most aspects working. How ever, I cant get to the web portal from anywhere but the server running the ME.Server it self. Any time I open msie and try to connect http://servername:8080 it finds the server, then waits, then fails.. I know Im missing something, but I cant see what. I can ping the server from the client machine. I can browse to it via Explorer. Any ideas?
CMDB map
I'd like to create a map of my infrastructure with the existing data of the CMDB, do you have any suggestion? Indeed CMDB is great and you can get a good look of the relationship between objects however I'd rather be able to use those data (or else export) to a more flexible solution so I can create a full map. Looking forward to hear from you!
App windows phone
I need app for windows phone to serviceDesk plus. Please help me.
My Requests Summary
Hi, How can I remove the items under My Requests Summary area in the requester home page ?
sending payment due notification
Hi! Good morning! We are using Service Desk Plus and I am having some issues with the purchase tab. There is an option there to add invoice and send notification if the payment is already due depending on the number of days you put in the textbox. Unfortunately, I have not received any notification for due invoices. I checked my account and my email ID is there and its correct. Please check into this.
Missed importing the licence before expiry date
I missed importing the licence key before expiry and now the server won't start. Is there a solution to this problem?
request closure by user
Is there a way to give users right to close the request? We want to make the following change in our SD: -tech sets the Resolve status -requester receives a mail (we add a link in resolve-template) with http://sd/CompleteRequest.do?woID=11111 -if he agrees, he clicks this link so the request closes.
notifications auto reply
Hello I want to use notification for auto replying an email request (that is opened without group and category) so i reply to the requester to fill group and category,can you show me how. Thnx
Priority Matrix vs Business Rules
Hello, We have created a priority matrix and selected that technicians may not select or change priority. However, we also have special cases, for exampe, we have a Request Type called "Major Incident" anad we defined that it is mandatory that all major incidents have Priority 1. Likewise, a Request can't have priority 1 and so on. For that matter, we created Business Rules, but they are not working properly. So the question is, to which instruction will the Service Desk Plus give priority, to priority
Auto Assignment not working
I set up a business rule to assign a technician when a ticket is created from a Requester's name. An email arrives and a ticket is created and unassigned. The system will not assign the new ticket. I have enabled the business rule The Request is raised from the same Site as that of the Business Rule ( The site is blank) The request that is coming in matches the criteria of the Business Rule And the option Override the Request values with Business Rule value is checked already! Any thoughts
Apply Asset Field to Incident Template
In our environment the majority of our assets are tied to Departments and not Users. We would like to add the Asset field to an Incident Template so that when an Incident Request is entered the user can select the asset associated with the request. Is this possible? I know that after an Incident Ticket is created we can edit an Asset field at the bottom of the ticket summary but I would like to be able to specify the asset at the time of ticket creation. Thanks Scott
Feature : SDF-46258
In ServiceDesk Plus 8.2, Does it has feature SDF-46258? Thank you.
Reply the email
I have a question about the response e-mail when a person was included in the request. In the so-called System (Service Desk Plus) has an option that when the applicant answer the system will read your answer and apply an action as configured. But when someone has called and copies in this reply the email system is opening another call, how to solve this?
Asset appear on different remote asset explorer
Hi, Need some verification. I have few remote asset explorer server . Name it as Remote Server A at Site A and Remote Server B at Site B. There is few notebook install using Remote Server A agent. It does report to Remote Server A as expected, but then if the user bring the notebook to Site B. I can see the notebook in the Site B remote asset B. I had confirm that the agent registry is reporting to Remote Server A. Remote Server B is configure to scan at 12pm. Question is how is the asset were discover
Rights problem
Hello. I've got some problem with technician rights. We try to use tasks. When the request is assigned to one group and the task is assigned to the second group, technicians from the second group cannot view the request the task belongs to if they have permission "All in group & assigned to him[Requests only]". I tried to create the new role, that allows to view requests from all associated sites and add it to technicians but the rights do not seem to sum up. Is there any way to workaround this problem?
more additional fields in changes and work orders.
we need more additional fields in changes and request item, is possible add more fields in this tables? with 4 date fields in changes it's not enough for us. how we can add more fields, date, text or numeric?
Exchange and contacts for different support groups
Hi there, We've using SDP+ and Exchange 2010 server. When SDP was implemented to our system, only IT dep was using it, but, the service desk is such a good solutions, so we've decided to implement it for a tech support, security support etc.. So, the main problem is SDP+ can receive emails only from 1 emailbox: (ex. support@company.com), so for different groups we must create an alias for support@ such as: security@ etc.. But the problem is, in exchange 2010 we can't create an alias that we'll be
SDP Dashboard for Technicians
Hi How can I get the dashboard to auto-refresh? The user guide states: "The Dashboard is a visual display of real-time information, consolidated and arranged in a single view so that it can be easily monitored" yet as far as I can tell, it only refreshes if you press f5 or come out / in. I want to be able to display this on a monitor on the wall, so it gives all in the team a real-time view of what is happening from a stats point of view. Any ideas, please?
Is there a way to add custom fields in the projects page
Hello Is there anyway to add custom fields to the projects page so we can filter and run reports on it more efficently? Peter
Out of office notifications showing up in requests
Hi, We just started using ServiceDesk Plus. We noticed that if someone has their "Out of Office" notification enabled in their email in Outlook it is showing up in the requests. Is there a way to stop getting these?
Can we do worklog based billing in Service Desk Plus (non-MSP)?
We use SD Plus internally for Help Desk, Asset Mgmt, etc. End user phone support is non-billable but if we have to send an on-site tech, we will bill the site. We want to be able to bill/invoice off of the work log records for the ticket. Is there an easy way to do this w/o having to buy SupportCenter?
Adding attachments to Task(s)
Is there a way to add attachment(s) to Task(s)? If not, will there be soon?
Rename default Change status
Hello, I have been surfing a while and I have not seen this topic issued. We have just made a fresh install of SDP and we want to cutomize the status for change module. There are 3 status that can't be deleted nor renamed: Completed, Rejected, Requested. I find unnecesary to explain the advantages and the need of such customization. (Refer to https://forums.manageengine.com/topic/status-options for the same case with Request). Can those status be customized? Best Regards Jorge Salazar
Request list view - how to determine which Requests are linked to a Problem record?
Hi, We are looking to implement the Problem management features of SDP, and I was just wondering whether there is a way to tell when looking at a list of all open Requests on the Request view screen, which requests are linked to a problem? For example, is there a column for a flag to indicate it's associated with a Problem? Or if there is not a built-in method, does anyone use another field, such as a special priority code or a custom field? We're using SDP 7611. Thanks, Rich
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