enabled AD authentication Issue ??
Hello, i've manage engine service desk plus, i've some basic quz this is the first time to use it :) i need to enable active directory authentication, i already enabled AD authentication from wetting tab,, "but user can't logon using AD account" how ever he choose from login page domain mode?? other hand when i'm trying to enable "Enable "Pass-through" Authentication " asking me about computer account and password? what computer name and password and Bind string ? it's confused with me and trying
Approve each Change Status \ phase seperately
Hello, Is it possibly to have Approvals for each Change Status \ Phase seperately? I mean, once the Request For a Change (RFC) is made, CAB Member and Change Manager could Approve (or Reject) e.g. Planning, Implementation, Testing, Release to Production and Completed status\ phase each seperately. Also, will there be a multi-level approvals for Changes? Regards lakend
Notification to Requester on assign / pickup
Hi, is it possible to send notification to customer/requester when technician picks up request? This way customer could receive information about technician working on ticket and know that someone is really working on ticket. This is different than auto-reply notification. Thanks. Vedran
Can Completed Tasks auto fill work log?
We have just started using the Tasks list and Work Log. If I've entered tasks and marked them complete, is there a way for that to be included in the Work Log without manually entering it? Also, is there a way to add a tab to the request for work log rather that going through the Actions menu or the Tasks tab, which can make it appear that nothing has been done (the tasks tab may have "0" listed because there are no tasks, but there has been work entered in work log.)
Security
We want to use Manage Engine to be a Security Incident reporting tool. We would document any security incidents that occur in our organization like a virus getting in or a password being cracked, etc.. Ideally we'd like the Security Analyst to be the only one able to generate these Security Incident tickets and for the security analyst to be the only one that can view the Security Incident tickets. What is the best way to secure this type of configuration? I've thought of using a site and securing
Removing Categories/Sub-Categories/Items OR Renaming Them
Team, With the system that we have in the specific environment, SDP has been used for the past 3 years. And the SDM would like to remove some sub-categories and items, in short overhauling the the category list related to the incident management. I have the understanding that we cannot delete them, but we have to rename them. Can you provide an efficient workaround for the situation. We already have taken out all the categories by csv, I know we can go to each one and rename them,but that shall
Asset and import problems
I am trying to import assets to SDP. And having a diffucult time with it. Hopefully you can help with some of the issues that have come up in first steps: 1. I would like to change the delimiter in CSV import. E.g. from "," to ";". 2. incompatibility with characters like "ä, ö, å" as SDP freaks. 3. Ability to import all Types of assets with one import file. That is: Set the type with a field in the CSV rather that import every type seperately. 3. IP-address is not available in CSV -imports for
export changes and problems
hello i need to move changes and problems from one installation to another, is there any way to do so?
Use Resquester fields in Bussiness Rules
I would like to know if it's possible to use requester fields (like title) in Business Rules. Thanks in advance.
Scanning kyocera printers
Hi, We purchased new kyocera printers type TASKalfa 3050 ci, TASKalfa 3500 i, FS-C2526 MFP, FS-3540 MFP, FS-4200DN and FS-2100DN. When scanning in SD+ we get a little bit of information, but not all info in captured but are available in the printer: CI name (hostname) Product (unknown printer) -> most important ! Serial number Mac address Is it possible to capture the location and other custom fields ?
mail reply to notification sent from problem mgmt module creates a new ticket
Hello We are sending notifications to requesters from within the problem management module to inform them on the progress of a problem When requesters reply to this mail, it will create a new request in the request mgmt module. How can we a) prevent this b) attach the reply mail to the problem in order to have a history of the conversation in the same way you have in request module Thanks for any comment. Best regards, Marc
failed windows backups
Our windows backups on server 08 are all failing around the same time we installed the manage engine asset explorer on them. We've since uninstalled the agents, but our backups are still failing. Any idea how to fix this?
Restore SDP ticket data ONLY
Hi, I am looking into options of how to deploy improvements to our current tool in live. What I plan to do is make changes to a copy of the live system, and then make the improvements to the copy. The improvements will be to add new Service Catalogue templates and also Categories, Groups etc, and disable the existing templates categories, groups. I.E not removing them completely only disabling so that old tickets will still be in their original status regarding groups etc. Then over a weekend i
Reports: Query Editor doesnt work !
Dears, When I navigate through the reports from UI view (by simply click on report items in the browser), the report will be displayed properly .. But when I use "Show Query" with "Query Editor" to run the same SQL query, all values will be displayed as "Not Assigned" !! for this I've already collected the SDP logs, and I see lots of java exception will be throw : [13:00:33:691]|[05-15-2013]|[com.adventnet.servicedesk.utils.DBUtilities]|[INFO]|[26]|: Database Connection is requested : Generate
Separating technicians to sites?
Right now my company has various sites in the US and Canada. We're trying to set it up to where the US technicians only see the tickets that come in for US sites and the Canadian techs only see the tickets that come in for their sites. Now maybe I'm missing something here. I've associated the technicians to the sites I want them to work and that still shows me the other team's tickets. I've tried making a role that makes them members of only their designated sites, that didn't work either. Is this
Smartphone apps html coding problem still exists after upgraded to 8203
After upgraded to 8203, we can use the iPhone apps / Android apps to view ticket without html coding in general tab, but still have html coding problem in "Resolution" tab. Could you kindly assist to clarify. Frankie
Custom Filters
We have created a couple of new statuses for "On Hold". But if a technician tries to use the My Requests On Hold filter, it obviously doesn't list them since the status doesn't match. I tried to create a custom filter and made it public but it lists ALL of the requests with that status, not just the specific technician's. How do I change it to allow just the technician's requests?
Change top background color in SDP+
Hello to all, we would like to change top background color of WorkArea in SDP but we didn't find how to. Could you tell us how to change it? Thanks in advance
Clarity Requested: Process of upgrading from build 8.1.x to 8.2.x
We are ready to do a test upgrade from 8.1.0 build 8121 to 8.2 Build 8203; and in looking through the previous posts there appears to be discussions about having to move from MySQL to PostgrSQL. And other steps about going up to 8200 first and then upgrading a second time to the latest release. REQUEST: Can you reply back with the proper upgrade process as there seemed to be some failures along the way and a central post on best practices would be great. (And I'm sure others will benefit.) 2nd
Work Log required fields
After upgrading to SDP version 8.2, build 8200 we have found that there are some required fields that previously were not required. Currently in version 8.2 there are two fields that are required for a work log entry on a request. "Owner" field "Time Taken to resolve" field Can the required fields be adjusted? We would like to remove the "Time Taken" field as a required field. If so, where?
Android app not connecting, using app ver .1.1 and SD plus 8.1.0 Versionsnummer 8125
Login fails, not connecting. API key for tech recreated still no succes.
Rename Scanned Products
I have a question regarding products that are created by scanning assets (through the agent or through other scanning). Is there a way to rename the scanned products? Our accounting team uses out asset information for reporting, and they prefer more descriptive product names than some of them. Although I can rename the product name it scanned in as, as soon as it gets scanned again it reverts to the previous name. Is there anyway to work around this? For example, my laptop scans as "Thinkpad
Allow Requesters to have secondary email address
I constantly find new requester names being created for users that already have requester IDs in the ServiceDesk. Sometimes, it's because they use a different email address than the one in their requester ID. It'd be great if you can add secondary email addresses to the requester ID, and then also have ServiceDesk know to link the corresponding requester ID to the user when they email a service request with their secondary email address.
Email Id(s) To Notify
Hi there, I was wondering if it is possible to create a Service under Service Catalog with a specific email in the Email Id(s) To Notify field for that one request template. From what I can see you can only add the field to the service template but you cannot auto modify it? Basically what we are trying to do is to have a specific email address notified when a specific request from the request catalog is raised.
can service Disk use Oracle database instead of MYSQL ?
Dear Sir we have helpdesk installed on one of our servers, and as our IT team is all of Oracle products Professionals we would like to run our Helpdisk services over Oracle database instead of MySQL. Is that possible, and are there a documented and supported procedure for this ?? Thanks Abdulrahman Alsoufi
Import Changes
Hi, We have a large list of changes that we want to create in SD+, is there any way to import these? or could you supply some SQL to do a 'bulk insert' of these possibly? Thanks Lorraine NB. We are using SD+ 8125 and SQL 2008.
Understanding Change Requests and associated business service
Running the latest version of Service Desk Plus (Enterprise) In my service catalogue I have categories such as: Applications and Databases Collaboration Services Hosting Services etc. Each category contains the individual business services associated with that catagory. So now when I create a change, I want to associate with a service (service affected field) however only the categories show up in the list not the actual services. Am I missing something? I can go to the CMDB and create all the individual
Active Dir Group Notification
How can I set it up so that for every ticket opened an email goes to an A/D Group? My whole IT Department consists of 2 people. We both belong to the ItDept email group. No matter who the tech is that's assigned, or even if one is assigned. I want an email sent to ITDept@somewhere.com so that a whole group gets notified every time a ticket is opened
Can you modify the Resolution email with a "do not reply" message?
Hi all, We try to be nice, and ensure our resolution emails have friendly comments. One of the techs in my team says this encourages people to reply back and say thanks, which then re-opens the case. Can we put a message "please do not reply to this message" on the bottom of each email, without needing to use a resoution template?
Show tasks to requestors
I have SDP 8.2.0 Build 8201, and I would like to know if is possible to show TASK details to the requester? I have created a Service Request, that generates a number tasks for the technicians. I would like to show the progress of these tasks to owner of the ticket\requester. They should also get notification when a task is completed, and see the notes\comments.
notify the requester when a tech replies to the request email
Hi, currently when one of our techniciancs replies to a request email or a converstation email the request gets updated with a locked reply which is not visible to the rewuester. is there a way to change this so that when a techinician does reply via email the requester gets the email. thanks russ
Group SLA View
Hello Can you enter a different view of the SLA? NP. view of a tree or grouping? For many SLAs view is a little difficult. Maybe a drop down menu of contracts as a Category view? My view of SLA: My proposal: Regards
Issues with version 8.2 Build 8200
I have just updated to version 8.2 (Was on 8.0) and have noticed a few issues. 1) When a technician replies to an incident, it occasionally gets marked as Private, so the email is never sent to the Requester. This is a business killer. We are waiting for more info on issues from the requester, but they will never provide them as they have not received the email asking for it. 2) In the requesters view, when they view 'My Pending Requests', the Due By column is now visible. We do not use this
Purchase request from requestors
Hi, I have SDP 8.2, and would like to know if its possible to allow a requester to create a Purchase Request, or to convert a ticket into a Purchase request? Or, link a purchase order to a ticket and have the requester be on the of the approvers. Regards, The_SilMarillion
ip address
i'm getting scan results from desktop central, but the IP i'm getting is IPv6 while I'm not using it in my network , see attached picture is there anyway to stop collecting IPv6 in desktop central
SD 8.2 Purchase Order Module Issue.
Updated to 8.2 today and have issues with the Purchaase Order Module now. The submit for approval option is missing under Actions. We were able to create Puchase Orders but they only sit in Open status and we cannot change this. We need this resolved ASAP or give us a work around. This has shut down our purchasing of equipment.
Reques Catalog not working on Firefox 20
Hello, If I open Self Service Portal or the Admin Portal with Firefox (v. 20) and click Regues Catalog -button to open the Template Catagories, I can't select any of the objects. It's as if they static images and not links at all. Works OK with IE though. Also the Template menu works if I just "hover" the mousu on the Request Catalog -button but do not click it open. - lakend
Preventing requesters from adding an incident?
Is it possible to allow a requester to view an incident that has been created in their name but not allow them to create additional incidents? In our office the users submit their tickets through email and all tickets are tehn generated by our technicians. How can I remove the right to create incidents from all of our non-technicians? Thanks!
Relationships to Suport Groups
Probably a dumb question - When I look at Support groups, I can see I can have a link relationships to CI's. Why would I do this - wouldn't just specifying the team members be enough? Cheers
Install Stopps
Everyone, Attempting to install on CentOS The install script almost finishes and ends with this;- Initialize the pgsql Problem in Initializing Postgres [OK] Also what is up with the documentation, there is nothing on requirements in terms of software packages ! Does anyone have a solution
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