Resolution Tab empty
Hi, I don´t know why, today when we click on Resolution Tab inside the Ticked, it is empty, without text box. (see picture attached) Could somone know why its happen? Thanks Paulo Santos
to change ManageEngine AssetExplorer Agent credentials
Hello, i have ManageEngine AssetExplorer Agent on 1000+ Domain Windows PCs installed wthrough Group policy. I used my own AD account as credentials, And now i need to change credentials for a specific security reasons, so i've come to this - how to change the creds on all the PCs without reinstalling agent?
network scan
hello when doing a network scan with service desk it discovers my switches and put them in the "router" product type so how can i solve this problem? while the scan on OPmanager detects them as switches thank you
Service Desk Change Approval
Hi there, Here is a scenario for you: Technician creates a change. Status = Requested. CAB members recomend the change as normal. I (Change Manager) formally approve the change. Status remains as Requested. Why does the status not change to approved when I approve the change. Cheers Trevor
SD Plus CMDP attachment addition - reg
Dears Thanks in advance for your's supports and knowledge sharing I created one new CI type(Name : Connectivity) CMDP area and also added few customize fileds . In the above CI type, i want one more field called as "Document scan copy" along with attachment options(file attachment as like Contracts) Any possible to be add field? Thanks & Regards shakthi
Implement workflow
Hi I am evaluating your product to implement in our organization. In IT infrastructure we have more than 5 department. I want to deploy our workflow in ServiceDesk+. The workflow is as follows: Department A usually creates new request or task for our department as named B. After we get new request from B department, we generate 2 or 3 tasks for other departments. First I generate new task for department C and if department C does my task then I generate new task for department D. then department
Import Printers via CSV with ip address information
Is it possible import a csv file with a list of new printers that contains information about site, department and Ip Address, specialy IP address?? Regards.
Import Sites?
New to ServiceDesk just getting setup. Is there any way to Import Sites? Thanks
Can I Import CSV to create my sites
Hi New to ServiceDesk just getting started. Is there any way for me to import a CSV to create Sites? Thanks
How to create change templates
Hi, we have a number of standardized changes that are preformed and we have been trying to think of a way to configure / use the ServiceDesk change request process to allow for that. Unfortunately it doesn't appear there is anyway to create pre-populate change requests i.e. categories, urgency, priority, title, description, be great to even be able to define the Planning section as well. We use tasks which speeds up the process for routine work but there is still a lot of admin work up front to
when requester reply to [Resolved] request, status changed to [Open]
Hi here, SDP version: 8.1.0 Build 8127 When we add a resolution and set the status as Resolved, the requester will be notified. If the requester replied to the request (without changing the status), that request will have its status changed to Open. I've set the following settings: Admin > General > Self-Service Portal Settings > When the requester replies through E-mail to the closed requests. Perform the following: Append the reply as conversation to the request and notify technician This settings
Scan Windows Services
Hi We do like to scan Windows Services on all our Windows Devices like Server and Clients and under which User they run. We found no function in ServiceDesk Plus that will show this Information. Is this feature not implemented or do we have special settings for that?
Configuration Mail Server
When you send a request to the mail box that is configured on the mail server (mesadeservicio@heinsohn.com.co) is not entering the ManageEngine ServiceDesk Plus. Adjunct glimpse of how we have the mail server configured in the application. I appreciate your help as soon as possible thanks
Business Rule Edit E-mail Notification
Hello, I created a Business Rule and I check the box to E-mail technician when rule is executed. That works fine but when I edit the e-mail template for it the changes I make do not get applied to the e-mail that gets sent out. Is there something I need to do to get these changes to take effect? Thanks
user groups
User groups I can see how I can restrict announcements to user groups. Can I send out announcements as emails to user groups? I don't see how this can be done as I have to input an email address from what I can tell. Running SDP enterpirse 8212 Wayne
Reporting On Merged Calls
Hi, We currently have a large gap between calls logged and calls closed every month. I believe this is caused by the numbers of calls that have been merged. Is there a way or reporting on the number calls that have been merged that month? Thanks Andrew
Configuration_Mail_Server
When you send a request to the mail box that is configured on the mail server (mesadeservicio@heinsohn.com.co) is not entering the ManageEngine ServiceDesk Plus. Adjunct glimpse of how we have the mail server configured in the application. I appreciate your help as soon as possible thanks
Desktop Central agent for SDP (SDP agent not strong enough)
Hi all, I use SDP (8127) with agent 1.0.13, the agent do not always scan (on-demand) and the scan at start-up is the same, some application are not always detected. I installed Desktop Central on my dev SDP server and dcentral scan on demand and push information to my DEV SDP, looks like the scan is more powerfull in Dcentral. Is there a way to use Dcentral agent without paying for the DCentral Pro version ? Thanks
Project Management module missing and Asset Summary lost after Upgrading to build 8.2
Hello, After upgrading from build 8121 to build 8200, we don't have the project management module an Asset Summary does not report any value. Please find picture attached for your information/reference Fyi, we were not noticed for an error after upgrading (upgrade successful) Looking forward for your feedback soon Thanks, Jedidia Andriamanampisoa
Edit request without sending email.
We are using Service Desk Plus hosted on our servers. I often have to make changes to requests and usually its not important for the employee that made the request to see those changes. My problem is that for every change or edit that you make it will send an email to the person that made the request. Is there a way to turn off the email notifications? Or better yet is there a way for me to choose when I want to send a notification about an edit and when I dont. .
Upgrade failed
I just ran the update to build 8121 and forgot to turn off the manage engine service and forgot to take a backup. Is my installation borked? I can get to the logon screen but when I try to login it waits for about 3 minutes then displays a bunch of exception error gook. What should I do? yes yes i know i should have backed up... i'm an idiot. Please help!
project management roles
I am trying to understand the implications/permissions with each project role. Can someone verify/correct my assumptions (the manual is very vague here): project admin - project module super user, can do anything project manager - can do anything within a project when the project admin has assigned this role to them but cannot create nor delete projects team lead: I do not know can someone comment? team member- can view projects they are members of but cannot see other projects? What does assigning
SD+ Agent
Hi Two questions about the agent 1. We installed the agent with SCCM and when I tracked the installations and how they reported in to ServiceDesk I noticed that suddenly I had lost 830 clients in SD+ that says they don't have an agent installed. The daily scan sees that the client has an agent and thus doesn't update the SD+ database with the info that it has an agent even though the SD+ show that the client doesn't have an agent. A restart or a manual scan does update the agent info in SD+ but not
Task template doesnt have technical grouping populate
When creating a service request and under Service Workflow Settings when I add a task, the Group field does not populate with the technical groups I have created. It does show all the technicians in the technician field though. Appreciate your urgent assist with this please as I am stuck on this configuration limitation. PS: I think an email option should be set here so that people who ask a question can be notified via email should someone reply. also have the option to uncheck receiving emails
Edit the subject of a logged call
Is it possible to edit the subject-line of a logged call? Users have the tendency to ask multiple questions per e-mail of which only one applies to the IT department and then we receive a call labeled "Fwd: Re: Re: Library Talk" but the IT-question is password related. Or a call-subject is "Re: Password" but now the question has changed to software purchases etc. It would be convenient to change or edit the subject so that it is easier for an IT technician to pick up a call (an not assume it is password
ServiceApprovers in REST API
Hi I am running build 8212, and trying to update the request's approvers using serviceapprovers tag in EDIT_REQUEST operation, but it doesn't work. I assume, by passing the values in serviceapprovers tag, they should be replaced by the current values. I am also wondering how adding stages would work? Just notice editing other fields like editor works quite fine, but serviceapprovers doesn't work. Am I missing something? Thanks
Rest Api issue (operation name GET_REQUESTS)
Rest Api issue (operation name GET_REQUESTS) http://localhost:8080/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=A88FEA4D-28B4-416A-90BC-A6D5698C09F4&INPUT_DATA=<Details><operation name="GET_REQUESTS"><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>5</value></parameter><parameter><name>filter by</name><value>All_Request</value></parameter></operation></Details> Please help me get the GET_REQUEST working. As per admin guide the input parameter
Question on SDF-51426 (Notify requester when technician is assigned to a request).
How can I configure this please?
Tasks and Projects - how to filter out closed
Hi, Once we have completed a project we close it but this is still displayed on the all projects or all tasks, I am aware you can apply a filter but I would not want to do this every time, also in a years time we will have lots of Projects and tasks that are closed, I am aware we can delete them but then we would lose our historic data? Thanks James
Hide Tab -reg
Dears. I want to share the 'Solutions' Tab to my all office staffs in SD+ . Suppose if i create one user exclusive for these case, But 'Home' & 'Support' will come automatically when create user for 'Solutions' Any possible to hide 'Home' & 'Support ' tab ? Because some body click the both tabs and also ask internet facility instead of instranet. pls help us shakthi
Time Elapsed definition
Hi, I'm running reports to find average time elapsed on certain tickets. Is Time Elapsed referring to the time the request is "closed" minus the time the request is "created"? Or is it the "resolved" time minus the "created" time Jeff
is it possible to setup a non-technician user with permissions that enables them to VIEW requests from a certain site only
Hey guys, just wondering if it is possible to setup a non-technician user with permissions that enables them to VIEW requests from a certain site only? Cheers
Deleting old requests
I'd like to delete all requests over 18 months old to save space. Currently we have over 107,000 requests many with attachments that are no longer needed and bloating up our database. We have used the "Archive" function but the DB is still huge and filling up our SQL server. Can you advise the best way to get rid of these old requests? Thanks.
printer showing in workstation
hello i'm having a printer that is always showing in the workstation what is the solution for this problem
Change Order Approvals
Is there a way to not have to make a change order approver a technician? Currently an approver must be made a technician in order to access the change tab.
SLAs for Service Requests vs Incidents
We have two issues with SLAs. We created a set of SLAs for Incidents and one for Service Requests with the intent that they would have different urgencies and impacts and therefor different due dates. However, with only one Priority Matrix available, the only due dates calcuated are those we created for incidents. How can we establish two different sets of due dates based on the Request Type. The second issue is related. When I created the urgency types for the Request type Service Requests,
Moving reports to another SD+
Hello, Not sure if this is possible but worth asking! I have an installation of SD+ that 2 departments have shared for several years. They are now splitting, with one moving to a new instance of SD+. They have a lot of reports set up, is there a way to migrate these across or an easier way of copying them rather than a manual creation? Any help appreciated. Thanks, Mike
DST Update (Australia)
We a currently running both ServiceDesk Plus (8105) & SupportCenter Plus (7918) & DST (GMT +11) has not taken affect since changing on the weekend. Timezone & current time / date on both servers is correct. Please advise.
Reading Data from the Service Desk Database
Is it possible to read the service Desk plus data from other softwares.and develop our dashboards?
Query for Average First Response Time Organized by Urgency and Technician per month
I have this query from a custom tabular report for the Average Overall Resolution Time organized by Technician and Urgency grouped by Months for this year and only in the Service Desk group: SELECT ti.FIRST_NAME "Technician",urgdef.NAME "Urgency",wo.TIMESPENTONREQ "Time Elapsed",wo.CREATEDTIME "Created Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN UrgencyDefinition
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