Report Generation
Hi Team, I am using SD+ version Version : 5.0.0 and Build Number : 5010 We have an exhaustive collection of report egneration options but we dont have the option to generate reports queue/team wise. Can you help me with that please. Thank you. Regards
Why are some Requester conversations not deletable, (and how do I delete them :)
Hi, For some reason, we often get items in the Requester Conversations list that don't need to be there, but which we are unable to delete. This seems to have no pattern though. They might be locked, they might not. They might be from the requester, they might be from a technician, they might be from the system. The bottom of a 'Conversation' that can be deleted looks like this: The ones that can't just have 'Forward' So two questions:
When using ctrl-v I get this screen.
When I use ctrl-v to copy something in the text field for the solutions and description then I get this message. See attachment. security information name printscreen publisher ZOho from ... Where is this coming from. This message appears a couple of weeks ago but not everyone has it. Please advise Kind regards Tim Verduyn
Problem with copying SLA's
I can't seem to copy my entire SLA's from my default setting onto my sites. It does everything from the name of the SLA and the times/days etc, however it doesn't include who to escalate too. For instance i want a number of people notified when a sla level 1 is broken, however it doesn't copy that formation at all. Anyone now a way around this?
Task Report
Can I please get a query report to meet the following criteria? MySQL Grouped by Task Owner Fields needed: Task ID Task Creator Task Title Task Description Task Status Task Created Time Task Closed Time Task Actual Start Time Task Actual End Time Request ID link Need to filter between specific dates. Thank you for your help -Justin
End User Request - Last Asset
Is there a way to show (from the ticket) to see the last asset a user has logged in from (using AD)?
How to install SDP as MySQL and not PGSQL
The scenario is such that I cannot find the MySQL option in the setup. I need it because in a few weeks, we will be migrating all our existing data from a different helpdesk software (Numara Track-IT) into this. Therefor can someone explain me why I cannot find the MySQL option? I have made a fresh installation of the Server OS and waiting for a response before I move further.
Closing vs. Resolving
So - what's the difference between "resolving" a ticket and "closing" a ticket. What's the most common and why do they both exist?
Request Aditional Fields & Disable Solutions for Requester or complete
Dear ME Team, As you read my Tittle above, i just want to know is there any option for, Request aditional field in this servicedesk plus application like problem additional fields ? as well as, Am i able to disable solutions tab to requester or completely ?
Change Management
When will a robust Change Management feature be added to SD Plus? Spilledmilk
problem with asset scanning
I've sent this to the support team but no reply yet. I'm hoping I can get some luck in this forum. Client – win 7 Pro 64-bit Scan error: No response received from workstation. Probably the workstation might be switched off or does not exist. The workstation: - Firewall disabled - UAC disabled - Can be ping-ed from the SDP server it has static IPv4 Also tried to change the DCOM settings to DEFAULT and IMPERSONATE as suggested by troubleshooter but still no luck. Another workstation (same
Can we expose the Change Calendar on our Intranet
ManageEngine ServiceDesk resides inside our firewall as part of our company Intranet. We would like to create an Intranet page that enables general intranet users to view the Change Calendar without having to login to ServiceDesk. Does anybody know if this is possible. If it is, how do we do it.
Auto Assign the Editor Field
Hi, Is it possible to set the Editor field in a request to a specific user when designing the request? For example, a hr request should always have the HR Manager as editor. Would this be possible? cheers Markus
Themeing Support
I am interested in purchasing this product in the near future. However I would need to know if custom themes are supported. This is because I am planning to integrate this with the corporate portal. So could you please inform if such a possibility exists so as to completely change the look to Maroon or Dark Red? If yes, how? ( I am using the trial to try out first before planning to buy the licences.
Support.do page and Technician rename
Dear ME Team, A Pleasant Day! I would like to confirm 2 things in this application, 1) Is there any way to disable or remove support page from technicians modules ? 2) Am i able to rename technicians into coordinators ?
In which table in the database does the account requestor information saved
i need to write a report that display the requestors information for each account, but i need to know under which table does the requester data stored? the requester table columns should include (name, login name, department, email) as displayed on the application. Best Regards
Migrating MYSQL DB to MSSQL Standard 2008 R2
Hi, Is there any clear procedure to successfully migrate from MYSQL to MSSQL? Thanks,
ServiceDesk Plus iPad Application
When will the SDP iPhone/iPad application be updated to include full screen capability on the iPad and more robust filtering capabilities for tickets? The idea was sound but the execution was poor. I'd like to get iPads for each of my technicians but only if this application actually works well and operates at full screen, filters tickets well and allows proper worklog time inputting. We have a number of different groups for tickets and filtering them simply does not work with the current iPhone
Sorting customized views
Hi, Is it possible to sort your custom views to the top of your request view in SD+? I have a view for all requests with the status 'Investigating'. Right now it as at the bottom of the (very long!) list of views I never really use. Is it possible to sort them so I have the views I actually use on top? Thank you.
Interesting message within source code
One of my users managed to crash SDP on his machine. When he investigated the source code he found warnings and references to beta code. We are running the latest version 8.1 Build 8125. Can you confirm that upgrading from this version will be okay please ?
Software Summary Report in SD+ - Advanced Filtering, Users, can only see 100 users on the page; missing remaining user names.
there seems to be a Bug with Software Summary Report in SD+ - Advanced Filtering, Users, can only see 100 users on the page; missing remaining user names (should list 450 in out case). This reports is available under Workstation Summary Reports. anyone know why?
Backup not works SDP Professional 8121
Hi, Configuration backup technical malfunctioned. I setup a support technician for two weeks. The tickets arrived by mail were not assigned to technical support. Note: No SLA for these emails. I need you to tell me the reason for this failure to make the appropriate changes. We often have to configure the "Backup Tech". Thank you very much, Mauricio
on Firefox: managed software not listed when creating new license due to special character
Hi there, As the subject says. ServiceDesk Plus 8125 (This behavior can also be replicated under AssetExplorer 5617) The Scenario below is done using Firefox 19.0.2; IE is not affected.: One of the Adobe software scanned has the following information: Software: Adobe Acrobat X Pro - English, Français, Deutsch Manufacturer: Adobe Systems, Inc. Type has been set as managed. When we tried to create a new software license: Software > Software Licenses > Add New on the [Manufacturer] field, we chose:
Logon To screen
Is there any option to set the "Logon to" option in the login screen to some specific domain? Users are getting confused during login on which domain to select.
Linking Asset subject to the incident
Is it possible to link an Asset, in my case an Access Point to a Subject incident? There are several access points that have to associate the subjects of incidents and issues eses are always standard. Tks, Leandro Marcollino
Linking SLA to sites
Is it possible to link a newly created SLA to multiple sites? If possible pls give me the procedure for doing that. Also I am unable to add users in the escallation column other than technicians. Can we add other users also in the escalation matrix who are not in the technician list? Regards Jobin Jose
Removing Requesters using AD Import
Hi, What happens when the AD import runs and existing accounts are disabled in Active Directory, do they get removed from GSD as a requester? Thanks MP Service Desk
Cannot get Active Directory Authentication to work...
I have enabled pass through authentication and managed to important all of my users and accounts... But no matter what i try to do Pass through authentication will not work... When i press save it just says "SUCCESS :Active Directory authentication is enabled." When i go to a computer and go to the URL i get a popup box asking for login credentials like the windows login box asking for a username and password, if i cancel it, i go to the helpdesk and it asks for a username and password...
How to change the default submission view
Hi All. How to change the default submission view in the user interface on the home page? In older versions of the interface were more useful topics. Older version – http://img-fotki.yandex.ru/get/6430/105209271.0/0_93931_fa5fa5de_M.png Now version - http://img-fotki.yandex.ru/get/6430/105209271.0/0_93924_996d2843_M.jpeg
import assets from excel file
dear tech. support, is there any way to import asset items from excel file and insert it one time to the assets section in the system version 8.0.0 Build 8022
Apache TOMCAT update in SDP
Hello to all, could you tell us how can we update SDP Apache TOMCAT to last patch? Thanks in advance
NTLM error when accessing link copied from web browser
Hello, We have found an issue that occurs when coping and pasting a link into a non-IE browser. For example, open a service desk ticket in a browser. The link appears as..... https://<name here>/WorkOrder.do?woMode=viewWO&woID=134&&fromListView=true If you copy/paste the above link into Chrome, you will get an "NTLM Failed Redirecting To Login Page." error in the Chrome browser. If we paste the link as https://<name here>/WorkOrder.do?woMode=viewWO&woID=141 It opens properly/ Thanks!
IE10 Field Sorting
I haven't tested this on Win 8, but in IE10 on Win 7 (which is now in general availability) the sort order in some of the drop-downs (category is one) is incorrect. I seem to remember the same problem happening when a prior version of IE was first released. Hopefully an easy (and quick) fix. Thanks, James
Is it possible to set default rate score in satisfaction survey?
Hi, My manager, he asked me about default rate score in survey. He want to set it as Excellent. So is it possible to do that? Thank you, Sakarin
How to export from helpdesk customizer
I need to export my whole list from SD plus of all the Categories>subcategories>items from Helpdesk customizer so i can see every item but can only see an import option not export
PO Header Change
We are looking at using the Purchase Module but the the PO should reflect the subsidiary of the company. If I change the Organization Details (Admin>>Organization Details under Helpdesk Block) to that of the subsidiary, will that cause any issues with how the other modules run?
Customizing Service Desk
I was wondering... is there a way to customize the log-in page of ServiceDesk? As in, add a link on the log-in page so that a user can request an ID and password, etc? Please let me know! Emily
Problem with fetching mail
Hi! Today we started to get this mail and the fetched mail just disapear from the inbox and there is no sign of any ticket in sdp Any tips on how to solve it or point in the right direction would be nice. For now we have stopped the mail fetching and doing it manually. Product Name : ManageEngine ServiceDesk Plus Build No. : 8121 System Error Notification Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing
domain name changed
Hi, There is a question. Service Desk is working with a specific domain name and it's clients on it. Now I want to create a new domain with those same client which were in previous domain. If the client's domain change , that client cannot see his previous tickets. Is there any way that client still can see his previous tickets in the new domain from service desk which is with another domain name ? Best Regards
Managing the software maintenance
Hi all, I need your input (way to proceed) on the way to manage the Software Maintenance. Example: Adobe Acrobat Pro offer maintenance plan (support plan) in order to have the rights to upgrade the software and have access to the support. I currently processed this way: -We have a "Product Type" called "Software Maintenance" -Software Maintenance: Type Component / Category: IT -I call the maintenance like this: Adobe Acrobat - Maintenance -When I close the PO (receive Item) it create Asset -I change
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