Windows Domain Scan
Good Morning... We have SDP configured to scan the domain nightly. The scan picks up new machines and new software, but when a machine is taken off the network the scan doesn't pick this up. The machine and software remain in inventory, this makes it difficult to track software. How can we configure the scan to remove items that have been removed from the network?
Updating Service Desk 8201
I am having a problem which has been logged on ticket number 6858930 relating to not being able to update service desk. This issue has been closed without being resolved by a technician and I still can't update to any version later than 8201. Please advise.
Stored Procedures
Hi I'm wondering if its allowed to create your own stored procedures in the database for access from an external system? As far as I know now its read only operations. But we want to make sure that its allowed before for implement anything. Best regards Peter Samuelsson Sodra Skogsagarna
Deleting Products and Vendor associations
Our list of old products is ever growing and harder to manage: 1. Is there a way to delete/hide products? or at least 2. Remove a product association with a vendor? In both cases I get an error.
Missing tables after upgrading to 8.2
After upgrading to 8.2 we notice some tables are missing, thus causing Java Exceptions while running SQL reports tha use those tables. If this is a design choice, please provide a list of all the tables that were removed in this version and their replacement. If this is a problem related to the upgrade procedure per se please provide a solution. So far the the following tables are missing: requestcharges RCTechnicianIDs Thank you. Federico.
How to make a business rule to match following criteria?
I'm trying to work with demo SDP. My IT dep is servicing a bunch of client all over the city (more than 20 coffeshops) I have only 2 it specialists and no contact center! I need to create a rule for auto assignment of the specialist with a criteria called "traffic light" The ITIL idea: Red (with High Urgency) is assign first to first (load balancing) technician. Then assign Yellow or Green, Need SDP understand that RED = Yellow + 2 Green or 3 Geen or 2 Yellow Yellow = 2 Green Green = Green So every
Special characters XML in the RestAPI commands
How can I use special characters XML (&,?, <,>, "...) in the RestAPI command parameters. When I pass in the Description field, for example "&blablabla", I get the error" Error when performing - ADD_REQUEST - XML document structures must start and end within the same entity". I tried to replace & with & but it did not help. P.S. Sorry for my English. I use the Google translator. P.S. I found the solution https://forums.manageengine.com/topic/rest-api-ampersand
Sites and Technician in Business Rules
Hi, For operational reasons i need that the techicians and site will be available in business rules I.E. For sites: We have integrated opmanager with SDP, and when autotickets are raised the site is not filled so we he to do it manually, so i searched in the Business Rules and tryied to configure it like this: If subject contains "Trouble-Chicago" set site as "Chicago HeadQuarters" but i couldn´t. For Technicians: When an email is fetched by default, some fields are filled, some of them is the "Group"
Error Table header value not found for key
Under Admin ->Support Groups, when I try to click on one of the group it gives below: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Export Asset Inventory
Hello: I would like to export my inventory so that I can delete it from Service Desk Asset manager and start new. Is this possible? Thanks.
Asset Management - Cleaning Up
Good Morning: Currently tasked with cleaning up and renewing our Assets within Manage Engine. Our Asset scans stopped in October 2012. Many assets in our current asset inventory have been replaced with new assets, so my plan is to delete our current asset list and start fresh, but before I do that I have a few questions as follows: 1. If we delete and asset what happens to the service request associated with the asset? Or If I dispose the asset what happens to the service request associated
Upgrading from Standard to Enterprise
Hello everyone, My company is merging with another. We currently use Service Desk Plus Standard 8.2. We purchased the Enterprise Edition for our new combined IT Department (they use a totally different solution). We would like to install the Enterprise on a new server and keep it out of production until we get all the workflows, templates, etc, set up and then put our existing Standard data in it via a database restore. (I'm assuming it would be legal to have the two installs running concurrently,
Installing SQL Server
Hi, Please, I not sure if I have to install de SQL Server on my computer do make de Manage Engine work. If I have to, I'm having troubles on installing it, can anyone confirm this information for me? And give me a direction?
More domains after import csvfile for assets
After importing a CSV file with assetinformation we have more than one domain to logon to with unusable names like CZC3236M2M in stead of only UZA Can you give me a query to run to cleanup this in the database?
Is there a LOG entry made when a request is deleted?
I understand that when a request is deleted, it is deleted ENTIRELY from the DB -- but is there a log history of the deleted request? It would be helpful to know WHEN it was deleted and by WHO, even if we can't recover the request itself. If there is a table I can query, that would be great. Thanks. jg
Approval log in approval link
Hi, As per our process certain requests require approvals from several departments with final approval going to senior manager, who is constantly on a move and checking requests via BlackBerry. When an approval request link is being received by approving parties, it opens basic information, especially there is no approval history or log included. Is it possible to somehow include approval history without going into the system and checking by opening full request? Reason for this change is that
disable default incident template and use a drop down menu instead
Hello We are currently running service desk plus v8. Would that be possible to completely disable the default incident template and force users to use a drop down option? We also want to remove the button under requests tab to create a new incident. Very much appreciated.
I think I have broken service desk plus, is it possible to reconnect attachment folders to new server install without a full restore
I have upgraded SDP to latest version and all users have logged back in and started using SDP but using a test front end by mistake I now have a functioning system but when I click on attachments in the various modules they cannot be found, is there a way to re associate the attachments I have all the attachments in a zip file and have recreated the correct file structure under the bin\attachments folder Please help a desperate Techy
API for search request / ticket
Hi Everyone, I want to know if there exist an API for search request / ticket. From my application i want to search for existing request / ticket. Thanks
Feature Request - Problem ticket assignment to support groups.
Is there a way in a problem ticket, to assign the problem to a support group? We are looking for this ability, as well as automating the routing of specific problems to specific support groups. Thanks.
Problemas with task and timespend
Hi all, I have a small problem with the task, when i create a task and then put in the work log the time spend in the task. when i go to the reports to see total time used in this day i cant see the time spend, but i can see the time of the incident, any have the solution? Sorry for my english, and thanks for advance.
PO Attachements not opening/downloading
Users are getting a blank screen (no error messages or HTTP status errors) when trying to open attachments in the PO approval page (the link in the email notification that gets sent after hitting Submit for Approval). same behavior on both Firefox 21.0 and IE 8.
A link between Change requests and Purchase Orders
Hi. We are thinking of using Change requests as what we deem 'Projects'. This would include time spent building new PCs, Office moves etc. However, we currently cannot link purchases made for the Change (the PC hardware in the previous example) to the Change itself without manually creating a field. It would be great to have a feature whereby POs can be associated with Changes as this would make our charging/invoicing much more practical. Obviously, some reporting features to allow us to list POs
PO approval link and View PO link not working
Approvers get an error message saying You cannot Approve this PO, when clicking the approval link in the PO Approval notification. But when they go to their Home Tab under My Approvals, they can find the PO and Take Action without issues and can Approve or Reject via the Actions drop down options in the PO itself. Also, the link that allows you to view the PO after it's been approved or rejected displays a blank page.
Requester Fields not updated with AD Sync
It appears when I update some user fields for example Job Title or Department and do an Active Directory Synchronization the user fields are not updated. It sees the data that was there at the first synchronization. Anyone faced this issue or have a fix for it
Version Migration
Is it possible to migrate from build 8110 directly to 8201? Thanks
Asset Name field
Is it possible to change the field that an asset will name as the "key" field. How are others adding inventory. If we have 10 of the same products does it make sence to make the "asset name" field the key and not allow duplicates? Doesn't it make sence to tie that to the barcode field, or the asset tag field? Thanks Mike
Prevent backdating
Is it possible to prevent users from backdating tasks and work logs? Thanks, C
Assign to a different Technician with a note
I've searched everywhere in the forums but I can't find this info. Basically, I want to assign to a new Technician but I also want to pass on some info to him/her or state an action to take - I may have completed some work on the call but I need another technician to finish it off e.g "New user setup in AD - Please add to CRM" Any help much appreciated. Vaughan
Remote agent
Am I able to connect to a laptop remotely even if it is outside the work network, such as someone working from home.
Convert Incident template to Service Request template
We're using SDP Enterprise v8200. Is it possible to convert an Incident template to a Service Request template? When I tried to create a new Service Request, I noticed none of our incident fields were available to drag into the template. Thanks!
Error while installing ServiceDesk Service
Trying to install SD+ 7. But I keep getting the error message Error while installing ServiceDesk Service Under services, I don't see a service desk + service, so I have no idea where to begin to solve this problem. Keivn
Service Catalog sub catalog
Dear support, Can I creat sub catalog in Service catalog ? Thanks and Best Regards,
Adding User defined fields into new Incident Template (Requester Details)
Hello, We would like to display a user defined field that we have setup pulling from AD called (Employee ID) in tickets under the Requester Details area. As shown Below in Figure 1 (Figure 1) We are able to see the information if we click on the edit User details button and then search fro the user. As shown in Figure 2 and 3 (Figure 2) (Figure 3) But as stated above we would like this to show in the ticket just as Contact number and Department do. Regards, Stuart
Delete Requesters with Active Directory Synchronization
Is there a way to have user accounts that have been deleted from Active Direcoty automatically deleted from the Service Desk requesters when synchronization occurs? I have realized old requesters that have been deleted from ActiveDirectory are still present in the requesters lists
Move to new SQL server with archived data
We would like to move the database from our current SQL server to a newer SQL server. I found this article posted 2 years ago https://forums.manageengine.com/topic/move-from-one-sql-server-to-another-sql-server Is it still valid? What about archived requests? Where are those requests stored? Are they in a seperate database or just different tables or something within my live database? TIA Craig
Email Not sending
Hi All, Was wondering when a ticket request for someone@gmail.com or external email addresss, does any body have an issue that email gets stuck in queue only happens when sent from service desk. as if you send email through outlook sends right away. Using exchange 2003. Any idea would be great. Regards Keith
TIckets are not SLA'ing
upgraded to build 8202 and while we are getting SLA warning emails, the tickets are not actually SLAing when they pass the due time... no flag, etc. Is anyone else having this? I have restarted the ticket system and that did not resolve the issue.... any ideas?
Migrate from Service Desk 7.6 to Service Desk 8.0
Hi There, i have currently Server running Service Desk 7.6, we plan to make a new fresh installation on a new server for Service Desk 8.0 and make a backup of the "Service Desk 7.6 Server" Database and restore it to "Service Desk 8.0 Server", i found the option to backup the database & attachment. but i doudn't find the option to restore it into the other server, how can i do that ?
Change Recommendation History
Hi, Where can I find the log indicating the Change Recommendations (from CAB member) and Approvals (by Change Managers)? It seem that the History only logs the changes in CAB -group members. The important thing here, would be to record the actual Recommendations and Approvals made. Especially as CAB member seem to be able to change their recommendation any time. Actually, anyone with the Approval link can change the Approval. Can I run a report etc. from somewhere to view the log containing
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