Merging requests
When we merginig requests there's a problem, SD can't notify all requesters. Ex: - request #1 from Andrey - request #2 from Alex - merging request #2 to request #1 - request #1 has requester Andrey, and after solution has been made and request is closed, notification send only to Andrey, but Alex won't know, that his request is solved too! How can I get this thing work, when I need to notificate all requesters of merge requests?
problems with restoration of a backup of SDP of the last version
Good afternoon. Recently there were problems with restoration of a backup of SDP of the last version, because of the big size of the file of a backup. The request to help to find the decision as it is very convenient to have a full backup, instead of some parts. The similar problem already is on forume: http://forums.manageengine.com/topic/problem-with-restoring-data
Technician Auto assign - all requests from 1 site on 1 tech
Need an option for auto assign, when requests is registring in system (in a day) and they are from 1 site, assign it to a 1 technician. I have 2 technicians Have 50 sites Some times users write requests and after categorization 1 request from a site #1 is going to tech #1, 2nd request from site #1 is going to tech 2. So tech #1 is working out only with 1 request, while he can resolve the 2nd request too. Can you make an adjustmets?
Workstations as assets
Hi, I am trying to add our scanned workstations to the asset list, but can't seem to find an obvious way to do this. can you please assist?
I would like to know if there is a SQL Report available
Which will show when a first response was sent and when the actual call was resolved I need to know the time between the two tasks
Work Log
is there a way to move the work log back to a tab vs hiding it under the task tab. Also you need to bring back the pop up window when entering a work log. I also fail to understand why you would auto populate the end time instead of the start time. in my mind the way this should work 1. tech opens work log ( separate window that stays open and system populates start time) currently the work log entries are not "saved" if tech moves focus to another screen 2. tech works on request 3 tech finishes
Who is "organization manager? Can't delete technician.
I feel really stupid asking this, but I can't create a new technician, nor can I delete any. If I try, I'm told that only "organization admin" can perform this operation". Who is this? Don't remember setting this up. Or is it an AD user?
Sending notification failed
Dear Supporter! We use SD+ v 8.0.2. Yesterday, we install SD+ on a new server with MSSQL DB. When install done, we backup active DB from old server and restore to New DB, copy folders (archive, fileAttachments) from old server to the new one. After that, we create new Cert for new server to mail server. SD+ on new server fetching mail is ok. But, we reply the old request (before any change above), it appear "Sending notification failed" Please help us! PS: i attach log file here
fail redirect https
I want to redirect from https to https I follow this steps: 1º changeWebServerPort.bat 443 https 2º Modify: C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat50.sar <¡-- A HTTP/1.1 Connector on port 8080 --> <¡-- The compression parameters are taken from the default Tomcat server.xml--> <Connector port="80" address="${jboss.bind.address}" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" redirectPort="443" acceptCount="100" connectionTimeout="20000" disableUploadTimeout="true"
can not assign ticket to technician in request view. must open ticket and then assign to a tech
We can not assign a ticket directly to a tech from the request view. Failure. Request ID(s) 667 cannot be assigned to the selected technician as the technician is not associated to the site. you have to open the ticket go to Assign then choose assign and then choose the technician. Same with picking up a ticket some tickets randomly work fine some don't (using the assign > pick up) FAILURE :Failure : Request ID(s) 683 cannot be picked as the technician is not associated to the site. we had the
On hold requests
Need notifications for on hold requests, if request is on hold for # days, notify requester\technician, or close request with standard template answer.
Is there a way to make fields populated by AD required?
Many times some of the AD fields have no info. phone number location ect. Can we make these fields required so that if they come up blank from AD the user must then fill in this field manually? many tickets are lacking vital info like phone numbers and slowing down our work flow. Thank you
Putting requests on hold
It would be nice if there was a way to select multiple requests and put them onhold right from the main requests page and not have to edit each request to set them to onhold.
Requests issue
Morning everyone First post on here! Our service desk database has some unused categories, in particular the requests module. We would like to change these now, but as with data integrity, would this not mess up all our old requests?? Also we would like to design a simple request form so us IT bods can submit jobs very quickly. However i can easily do this but then when i edit the job i do not get the rest of the options to complete. So it's a case of having one big form with all mandatory
Feasibility of ServiceDesk Plus Migration from 7.x to 8.2
My organization is currently operating on ServiceDesk Plus 7.x (if the specific version is required, I can provide tomorrow - when I get back to the office). I (We) am (are) very interested in leveraging our paid Maintenance to upgrade to ServiceDesk Plus 8.2 to leverage all of the upgrades/introductions brought in by doing so. With that said, our in-house documentation for the original implementation is non-existant. I've done some brief browsing for documentation - searching the ServiceDesk Admin.
Automated ticket generation for selected resources
We are looking at the Service Catalog feature in ServiceDesk. Can you set automation up in ServiceDesk to automatically generate tickets or tasks for a specific technician when a particular resource is selected? We need the ability to present the user with a New Hire request form, and when they pick particular applications, tickets are generated to the owners of those apps. Thanks. Dave
ServiceDeskPlus on Centos 6.4
Trying to install SDP on centos 6.4 fresh install. The install process stops after "Preparing Java(tm) Virtual machine" and nothing happens. Can anyone help please? below is the output from the console: [root@sd ~]# ./ManageEngine_ServiceDesk_Plus.bin -console InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ...................................
How to Rename a report?
I have found that when I build a report, I cannot go back and rename it. The attached image is of a header for a report. I did not specify which tech it was for when I started it. Now when it is auto generated the only way I know who it is for is by the title of the email it comes in or by drilling down into the data. How do I edit this? I have also noted that I cannot save\copy a report as a different name. It does not use File management logic. ie: save open report x as report A. I would expect
Highly Available Servicedesk
Is there a supported configuration for making ServiceDesk highly available by putting it behind a load balancer?
Importing assets with "Expired" status
Hi, I'm importing a lot of assets using csv files. I'd like to import assets with Status "Expired" instead of the default status ("In Store"). How can I do this? Is there a configuration file where I can modify this setting? Thanks and best regards, Sutot
purchase order
hello i create a purchase order for some asset components and receive the items it wont get assigned to the wanted site and i've to enter it manually and that a hard job when i've a large quantity how can i solve it?
Problem when trying to update version 8201 to 8212
Dear, When trying to update the servce Desk Plus 8201 to 8212 is giving the following error: sorry, uninstalling is not currently supported I've tried all versions 8202 to 8212 and all give the same error. How can I solve this? Attached the logs generated. I appreciate if someone help me.
On-Call
Has anyone had any success setting up a business rule that automatically assigns tickets submitted after hours to an On-Call Technician? In our organization the on-call technician rotates every week between 4 - 5 individuals. Thanks
Where is the list of all CSV formats for import into SDP?
Hi, I am looking for a reference document that lists all the formats of CSV files that are used to import data into SDP. like Users, departments, catalogs assets etc. If you can point me to the link with the info it would be really helpful.
Tickets "On hold" change to "Open" when they receive an email answer
Hi all, I'm using SDP 8.2.0 (8208), and when any ticket has the status "Onhold" and the client answers the ticket sending an email, the ticket automatically change its status to "Open". I'd like to know if it's possible to change this functionality, I'd change this and when this happens, change to another status that I have, not "Open". Thanks for your help! Regards
Will the updated Change Management module support multiple approvals?
We have some specific workflows for some changes that we would like to incorporate into SDP. One of them is software changes (we develop in-house software). We currently track these using Requests which works well. We submit these to multiple individuals so the approval process is perfect. However, when we create a new software change, we associate the change w/ all of the requests. However, we need the ability to have multiple approval workflows. For example, we will submit the change to the business
BackUp Scheduling
Hello, We are using servicedesk plus 8.2.0 Build 8212. I have enabled the backup scheduling everyday and it is working fine. On configuring i got this query. Example: I have scheduled the backup everyday at 10 AM.On the same day at 5 PM my server crashed .I will be taking one hour to bring back the server alive.I can restore the servicedesk with the backup taken at 10 AM and the data after 10AM - 5PM is lost. Is there any possibility to schedule the backup in hour basis ? So it will save the amount
Send a reply template from business rules
We have a number of standard responses we would like to send back to users when they log a service request. I can't see any way of doing this in the business rules - am I missing something? Essentially what we want to do is, for example, if somebody requests a printer PIN then it logs the request and sends back an email advising them how to log in to the printer portal and change it themselves then auto close the ticket.
Enable "Pass-through" Authentication V2
Good afternoon. Earlier "Pass-through" Authentication worked without problems! Now it does not work! The request to developers to lay out the step-by-step instruction how to start this function or to correct the mechanism that "Pass-through" Authentication it was easily adjusted!
Hotfix 8212 released
Dear Users, Hotfix over 8200 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html ServiceDesk Plus 8.2 ReadMe New Features in 8212 (Released on: 17 September, 2013) SDF-52310 : Group Notification - Notify the selected Technician in the group for the following operations of the Request. PickUp Assign Merge Link\DeLink Problem Associate\Dissociate Change Associate\Dissociate Add\Delete Attachment SDF-52415 : REST API support
Notify about new Announcements
can we send a e-mail if a new a Announcements is made :?:
delete resource
hello when trying to delete resource in service request designer i get "cannot delete, asset in use" how can i find out what is using it so i can be able to delete it
Scan on Startup
We've installed the agent in a workstation and it was successfully added to the CMDB by scanning the IP of workstation. Scan at System Startup is enabled but when the workstation is restarted, it doesn't seem to be scanning the workstation and the Last Scan Date is still the time it was added to the CMDB.
Request ID - Can I customize this?
Is it possible to customize this? It started at '300' on our system but I would like to be able to edit it to so that it starts with the year. is this possible and where can it be done, if so? Many thanks.
Backup failed
Hello, I'm processing an upgrade of our environment from 8109 to 8212. The problem is tha we're unable to perform backup of the 8121 to 8200, below is the error: Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) =======ERROR = *Invalid object name 'ARC_ServiceReq_1801'.* Query = SELECT max(W ORKORDERID) FROM ARC_ServiceReq_1801 ERROR = *Invalid object name 'ARC_ServiceReq_1801'.* java.lang.Exception: Unable to get the data from [ARC_ServiceReq_1801]
Change Popular Solutions area
Hi, I want to know if is possible to edit the Popular Solutions at the home page:
Problems with button, with new install
Hello I have just installed the free version of this software, and I have having some problems with the button, as well I click on them, nothing happens. So, the new request, close, pickup etc etc, all do not work what so ever. Can anyone help? Thanks Andy
Service Desk is unable to send mail to any other domain ID, other than configured domain mail ID
Hi All, I am facing a problem regarding mail server on service desk plus. Actually I have installed service desk plus 7.6 version. and I configured it abc@mymail.com( just for example). Now I can received ticked, and send mail to any people in mymail.com but unable to send or forward the same mail to other that mymail.com users say for example xyz@gmail.com. Is any one can help me in this regards. Speedy solution is appreciated. Thanks in Advance With Best Regards Mrityunjai Kumar
support transportation
hi i have a quastion : is there any way to support transportation system of my company with the servicedesk plus? i want to define all part of the cars and all of the support that needs by these cars , something like carwash , changing oil and etc... .is there any way and is there any company that use the software as a support transportation? thanx
Migrate Service Catalog from TEST instance, to PROD instance
hi, we have here 2 instances of Service Desk, Test and Prod. is there a way to migrate a service catalog, o template from test to prod?? thanks! Pablo.
Next Page