purchasing Microsoft OVS licences, question about CAL and server licenses
hi i have always used the purchasing module to purchase licensing and this is how i have done it in the past (btw am running version 8117) 1) for officepro plus licensing i selected the office 2010 professional software (as you need to select scanned sotware from the dropdown list when creating new software item) when creating the item 2) once purchased i received the licenses 3) did same for server licensing i have a feeling that this is not the correct way of doing this what is the best
Requests closed by requester will have the "Closed without requester's acknowledgment?
Hi there, during testing, let's say everything goes as normal. The technician fill in a resolution and set the status as Resolved. The requester will open up the resolved request and click the Close button at the top (same area as Reopen/Actions/Reply). When that's done, under Request Closure Details, there's a message saying "Closed without requester's acknowledgement" Is this expected? Should any request closed by requester themselves have the message as "Closed with user acknowledgment" or something
Send Notification Failed
Good afternoon. When I reply to an incident shows the following error: Send Notification Failed ("Error al enviar la notificación") I use Exchange 2007. Before working properly, but the problem appeared since Saturday because I had to restart the Exchange server. Thanks
When searching for solutions, subject title doesn't display in full
Hi there, Another issue here. When a requester search for any solutions entry, the title doesn't display in full: This won't look good considering we will add various knowledge base. Example: Suppose we have 2 entries with a long and similar name such as - Connecting to the Company's Outlook Web System from off-site using Microsoft Outlook - Connecting to the Company's Outlook Web System from off-site using Internet Explorer What they probably see is 2 entries with the same title: Connecting to the
Ipad mobile service desk plus app
Yesterday there was an update on my ipad for the ME service desk plus app. Since the update the app will not launch. Is there an issue with the app now? Should I not update my iPhone if the App Store wants me to as well?
Can technician be notified when someone finishes a survey?
Hi there, As the subject says. Can we (technicians) get notified if there's a survey is submitted? We just found out that some people submitted surveys with some suggestions and only realized that when we're changing some survey settings.
Time based billing
Hello, Currently we offer two types of contracts: 1) standard re-curring monthly contract 2) retainer contract billed per time spent Option two involves more admin time and often leads to customer running out before we even notice. I therefore would like to know: 1) Could automatic alert be sent out once support plan has pre-set number of hours/days left? This is really the key as customers who buy retainer (hour-based) support are not interested in billing cycles anyway. They pay in
how do i perform email commands in service desk plus pro?
I have the newest version of service desk plus pro and wish to perform email commands. I want to be able to send an email to myself (jeffery.carlson@garrard.kyschools.us) and close a request. I created a sample request to close and it has request id 9 on it. Can someone please explain to me how this email command system works. Without email this system would become useless in our organization. Heres my sample email code: Subject: @SDP@ Body: @@OPERATION = CloseRequest@@ @@REQUESTID = 9@@ Also, i
Change Database ServiceDesk Plus 8 Build 8125
Dear Because ServiceDesk Plus 8 Build 8125 Enterprise is postgresql database? Not be used as a mysql database? Because ServiceDesk Plus database change? I can help regards Andrea Paniagua
Error editing workstation
We're having problems when editing a workstation. On the "Edit Windows Workstation" screen, all of the information appears down to "Asset is currently". The appropriate drop-down is displayed, and then nothing else shows up. In IE 9, I get this: <span id="hideR; Firefox doesn't display the HTML tag, but it also stops displaying any further information. The problem happens more frequently than not, but is not entirely consistent (sometimes the full information will display). Strangely, a reboot
E-mail Id(s) To Notify
It does not seem possible to build a filter based on the field E-mail Id(s) To Notify. The field is also not available as a column in the reports. Is this being considered for a future release?
using reminder for requester?
Hi there, When a requester logs in and trying to set up a reminder, there's no option for Email me before. That option only appears if I'm logged in as admin/technician. Is this expected? If yes, that pretty much defeats the purpose of having a reminder. I've tested this using both IE9 and Firefox18.02 and both shows the same result. SDP version: 8.1.0 Build 8119
migrating Servicedesk from SQL 2005 to SQL 2012
Is there anything that needs to be done or can i move and re-attach? Servicedesk version 8.1.0 Build 8112
alert for hardware change
Hello, In service Desk plus I can get an alert when hardware changes?
Link Incidents/requests to IT Service and automatically populate Impact and Urgency fields
Hello. I'm evaluating SDP and trying to create incident request template with the ability to select IT service that is impacted. At the same time selecting IT Service should populate Impact and Urgency fields from IT Service properties. I do not see IT service among available fields, while creating template. Would you please advise, how I can do the above?
Adding Document Types in SDP 8.1
ManageEngine Service Desk Plus 8.1 CMDB Add New Documents When adding new documents we have four default options for the 'Document Type' Can you add 'Document Type's somewhere in the config? TIA
Service catalog not updating in portal
I am trialing the ManageEngine ServiceDesk Plus software. I have created new Service Catalogs with new services but they are not updating the list when I log in as a requestor. I've tried restarting the ManageEngine service but this hasn't fixed it. Any ideas?
How to create customize form in service desk Plus
We have an XYZ application with different modules, groups and roles for each department. What we need is whenever End-user creates a request to change or modify the existing roles or assign and remove permission from modules; it has to come through the End-User Department Supervisor and manager approvals as a workflow. Please help me in creating this type of form
vendor list,Purchase Order
Dear, good day, When I want to choose vendor in Purchase Order Show me a list of all Types of devices as shown below ! as will as if there is workflow for Purchase Order ? please attachment
Scanning Vmware ESXi 4.1
I have been working on this all morning to no avail. We have 3 ESX 5 hosts that scan correctly and work properly with showing the virtual machines it hosts and the proper information. But we have 1 ESXi 4.1 host that is a standalone development box that, when scanned, gives the following error. FAILURE :One of the workstation attribute which is mandatory is set as NULL. Hence this workstation cannot be added. But the problem is that it doesn't say which attribute is set to NULL, instead it leaves
How to remove "Rejected" status?
Is there a query I can run to remove the "Rejected" status from the Problem/Change status list?
Deleting archived requests directly from DB
Hi, It's good to have possibility to archiving requests but this is also a big problem that we can do nothing with them - and all category, subcategory etc. are depend from requests which are out of manage! Can you help me to understand how possible to delete some archived request directly from DB? By what sign possible to different it's position (table) from position (table) not-archived requests? (ManageEngine ServiceDesk Plus 7.6-7606) Thank You, Alexander P.S. Sorry, I'm ask this in one of topic
Exclude specific IP addresses during scan
Few of our customers have requested a feature where in certain IP addresses configured should be excluded during scan in SDP. The main purpose of this post is to collect the scenario's where customers need such a feature. Like A network has both workstations and ip phones and we do not want ip phones to be scanned. There are a set of machines which are not managed by me but handled by a different technician and I do not want those to be scanned. Moreover would support for configuring device names
Changing values in the database and getting the service to notice
Happy users of ServiceDesk Plus, however we have two very high priority application needs- -SLAs measured in business hours / days. -Business rules (e.g. auto-assignment) that vary based upon time of day / day of week. For the latter a seemingly simple, albeit hacked, fix is to change the underlying data in the database, disabling one rule and enabling another at scheduled times. My only concern is whether the application actively caches this data and thus would have no reason to re-read it, and
Associate Product to Vendor
- I have an Asset which originally have the following information. Product Name = "blank" Vendor Name = Mang Jack's Surplus - During audit, the Product Name (which was originally empty) and the Vendor from whom the Asset was purchased from are updated to: Product Name = Dell R710 Vendor = Dell Authorized Distributor - When I go to Admin>>Vendor and click on the Dell Authorized Distributor, Products Tab - Dell R710 is not listed as an associated product. Is this the expected
User must close call once resolved?
I've been asked to research various helpdesk solutions and have installed a trial version of ManageEngine. One of the requirements from management is the user must close their own call once resolved by a tech. This is to ensure they are happy with the resolution. Does ManageEngine do this and if yes where in the config is this specified? Thanks,
Set Asset Permissions to view only
Is it possible to set the permissions for the Asset module to view only and not allowed to edit?
Requester's name
Hi, SDP 8122. Trying to create request for requester with name embedding slash or simple quote gives error : "You cannot create a request for this user. The user belongs to a site for which you do not have access." The same user but without a slash or simple quote has no error. So "john doe" is ok but not "john d'oe". Is it a bug or some a limitation ? jeff
Change Management Questions
Hi, We are finalizing our Change Management process and would like to know if the Change Management module of Service Desk Plus will be able to suport: 1. configure workflow of Change Status i.e. freshly created Change Requests have a default Status. And depending on the current Status you can only go to a certain status. ex: From For Cab Approval to "Rejected" or "Approved" only and not straight to "Completed" 2. configure mandatory fields per status of the Change 3. How is the approval
set default value when creating default request
Hi there, Is it possible to set default value on certain field when requester create new request? For example, setting the Priority field to Normal by default instead of "-- Select Value --" Thank you.
Service Desk New Request Via Email
Is it possible that when a new request is submitted via email, that when converted to a ticket that a copy of the email is also attached as an .MSG file?
Exchange 2010 - Problem connecting to mailbox
We are having issues getting SDP to pull mails from its dedicated mailbox on our exchange 2010 server. I have tested the account via outlook and everything works as it should.
Ignoring Linux hosts in scheduled scan
Hello, I'm in an environment that's 80% Windows with some Linux servers, I have the ae-linux.sh working but we have a scheduled scan that fails on those as the servers are not scannable. What's best practice for excluding the Linux boxes from the scan?
Service Catalog Service Inputs vs Additional Fields
Build: SDP Enterprise Version 8114 Up until now we have basic templates configuration for our service catalogs. And since the end user is getting accustomed with the interface we would like to make changes into our service catalogs in order to capture as much information as possible. There are two ways. The first is the additional fields which you can define in template ( with a limitation of 24 text characters for one IT Service Category) and the other being through resources which does not have
Report - Asset Cost by Resource Type
Good Afternoon everyone, I'm looking for a report that can display the cost of assets by resource type. It doesn't even seem that cost can be a variable at the moment when creating a custom report. Here's my idea. Let's say that I have 50 laptops, 25 servers, and 10 routers. I'd like a report that would be able to display the following information: Resource Type No. of Items Cost Workstation (Laptop) 50
How can I prevent in the request assign a status to a group of technicians or specialist?
How can I prevent in the request assign a status to a group of technicians or specialist?
Tahoma Font
Hello Support, Are there any plans for the ability to change the default font within Service Desk Plus? Our company is changing from Trebuchet to Tahoma, however SD+ does not currently send using Tahoma. Am I missing anything at all? Any response is greatly appreciated. Mike
Adding requester using API
Hi, SDP; 8122 I'm facing a weird problem. When I add a requester through API and attached him to site SITE, and try to create a request for the former requester, i get : "You cannot create a request for this user. The user belongs to a site for which you do not have access." My technician is surely associated to SITE. But, when a create a requester through the web portal, and attached him to SITE, the same technician is able to create a request. Any hint about this behavior ? JFR
Request ID Not showing in arabic UI
The ID numbers are not shown properly in the arabic UI of the application. the numbers are exceeding the 9 thousand and the thousands digit is cutoff. but you can copy it. Is there a way to solve it? Regards.
SD+ Administrator and Robotechnician Accounts
Hello, We are using SD+ v6.0.0.6015 but plan to upgrade to the newest version. Would anyone be able to confirm the following? 1. We have an administrator account (called "administrator") that seems to have been imported from our corporate active directory. None of our technicians log on with the administrator account. As long as other technician accounts are assigned to the SDAdmin role, is it OK to delete the administrator account? Will deleting the account have an impact on SDPlus functionality?
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