Can ServiceDesk Plus do inserts data into another database engine?
Hi, Please help me with this questions: Can ServiceDesk Plus do inserts data into another database engine, such as Oracle? vice versa How to achieve communication to other databases? Thanks, Mauricio Fuentes
How does an asset get assigned to a user?
While we are getting assets (computers) assigned to users, we are not quite sure how this happens. Curious what the impact is for a "shared" computer with mutliple people logging into the computer. But a general understanding of the process would help. -Les
Cannot remove department
Hi. I need to delete a department, but when i try the system alert that the department cannot to be removed, because it´s been used by an other module. I check all the module un the system, but nothing is related with this. How can i see where is this relationship? Thanks in advance
How many technicians have the administrator profile in ServiceDesk Plus?
Hi, How many technicians have the administrator profile in ServiceDesk Plus? Thanks, Mauricio Fuentes
Problem in the INventory
can the service desk plus send me email alarm when a server has a low disk space or unavailable or low memory? another question there is a probelm in scanning machine even after adding the right credintial and install the agent for windows machine or the script in linux the servers still gives Scan Status : FAILED the last question please can i add the servers in the search tab behind the workstation and asset ?
Can Manage Engine Creat NMON Files ?
Dear All. As far as Managing Engine can provide PDF file reports from the report tab for each server, Can it create NMON files ? A company wants NMON files of each server to generate specific information and statistics. Please Guide me if Managing Engine can provide NMON files. Best Regards
Assigned to more than 2x Technicians
Hi SDP Team, I was just wondering if there are plans to update SDP so that when assigning jobs to various Technicians, that you could add a feature where it can be assigned to more than one techie... ie: Re-do the WiFi Network Structure will consist of 2x people and at mo can only assign it to 1x person.... Cheers, HCTC
edit relationship drawing
Hello I would like to know how can I edit the relationship drawing because it won’t fit on the screen so how can I make it a useful map Thank you
Problem with login name that is the same except v or w
Hello We have a problem that if we have a user name like mawan and mavan, when we do a search on requester on either username we get both users instead of just one. A username should be unique and it is but why does it return both? I dont know yet if this effects us in more ways. I have the problem in 8112 and in 8114 with a sql server 2008 with collation Finnish_Swedish_CI_AS Best regards Peter Samuelsson Sodra Skogsagarna
how stop timer works
We are using the latest build of SD+ We have the following SLA: If priority is set to high, request should be resolved in 4 hours. The problem is as follows. Call comes in at 8AM. SLA is applied and call should be resolved by 12noon (4 hours). The technician puts the call on hold (stops timer) as we are waiting on the user. At 1pm the timer is started and immediately the call is flagged as overdue. The way we want this to work is as follows: 8AM call opened and SLA sets due time to 12noon (4 hours)
SDP Standard Edition - Is there any point in upgrading version 8 to 8.1?
It seems like all of thenew features are not accessible in the Standard Edition and my SDP is largely stable on 8017, so I am wondering if there's any compelling reason to upgrade to 8.1 (other than support for newer browsers)? Welcoming any thoughts before I make a decision to upgrade or not. Thanks, Mike
Allowing new requesters who do not have AD accounts.
We are a School and have used SDP for years with our registered AD users (Staff and Pupils) imported as requesters, but also parents (who do not have an AD account) can email requests, and this automatically adds them as new requesters. We want to move away from emailing requests, and use the self-service portal, but how can we enable our parents to login to the portal, as we do not hold an 'account' for them? We do have a list of parent email addresses on our database which we could import . .
Statistics technicians access to ServiceDesk Plus
I can get statistics technicians access to ServiceDesk Plus system with pass-through up and running? Thanks, Mauricio Fuentes
Unable to login - change message.
Hi, is it possible to change the following message on the application: "Unable to login. Please contact your system administrator. You are seeing this message because your username is not associated with any account, site or department." To replace with: Unable to login. Please contact us at name@domain. You are seeing this message because your username is not associated with any account, site or department.
Add to E-mail Id(s) To Notify after Request has been Submitted
So...is there a way to add/edit a name to the E-mail Id(s) To Notify field after a request has been submitted? There are times when a requester doesn't properly enter all names on a request when they submit it. Someone has unintentionally been left out. Now, every time a Tech goes to reply, they need to remember to manually add any additional names. And sometimes different Techs will be working on the same request and not know that someone else needs to be included on the reply. Please advise...Thank
Unable to see log on to option on help desk page
I have issue that after some days or a week I couldn't see the "log on to" in option on my manage engine help desk page. Every time we need to restart the two services of manage engine for the same then it will come. Some time I will not be in the office then no one user can able to put their request on Help desk. Pls send me the solution for this issue. Its not possible every time to log in to server & restart the service.
New Remote Control doesn't work
Hi, I've installed the latest version 8115 but I can't get the remote control feature to work. When I click on Windows Remote Desktop just nothing happens? I see that a Java Applet is started but the mstsc client isn't. Is there a solution for that? Regards, Kristof
search for a solution keyword?
Hi there, I'm trying to test the search function under Solutions tab. So I put in some words in the text field and hit the Search Solutions button ... and I find it really buggy. For example, I open up the solution ID 1: To move data from one installation from another. This one is already created on install. And according to its keywords entry:backup, restore, migrate, Changing the server But if I put any of those keyword in the search field, it found none. Trying the following words that exist in
how to import switches into ServiceDesk
Dear all How can I Import switches through ServiceDesk? While I want to scan the switch it asks for Scan Type and type name Switch does not have these information I need to give the Snmp. Could you please tell me how can I do that? Regards Negin
Generating 'Scanned Software' reports
I am looking to generate a scanned software report. Currently, I am using the following query: select SOFTWARENAME,SOFTWARETYPE,PRODUCTVERSION,COMPANYNAME,WORKSTATIONNAME from SoftwareList sl LEFT JOIN SoftwareInfo si ON sl.SOFTWAREID=si.SOFTWAREID LEFT JOIN SoftwareType st ON sl.SOFTWARETYPEID=st.SOFTWARETYPEID LEFT JOIN SystemInfo sys ON si.WORKSTATIONID=sys.WORKSTATIONID order by 1 However, the CSV export this query generates is not in a database-friendly format. Is it possible generate a 'Scanned
Operational Hours
Whats the use of Operational Hours. Is it just information or determines ticket assignment? CHeers! Julian
servicedesk plus and support-center, how do they fit together?
Hi, We as a support department (within a retail comany) have servicedesk plus , our customer service department want to try out the support-center product. Whilst I could install it standalone and seperate to our servicedesk installation, I would like to find out more about how these could interlink, has anyone any experience in having both these products and how to take advantage of having both products? The only thing I can think of at the moment is when a customer service ticket needs IT
Service Desk Plus for non-IT task management
I'm the IT Director of a large travel company, firstly I would like to compliment ManageEngine on their products, we are using AD Manager, AD Audit, Exchange reporter and ServiceDesk Plus. I would like to find out from the community if anyone has managed to successfully use ServiceDesk for non-IT service management. We have a number of departments that are responsible for support functions within the business and are required to fullfil SLAs. For example, central data capturing and our internal
CMDB data feed connector
We are interested in purchasing the CMDB module of ServiceDesk to house our application universe model. One of the questions from management is in regards to diagramming the data feeds and FTPs that happen between servers. Does ServiceDesk have the capability to diagram any data transfer dependancies between assets? If so, how can you go about creating this? Thank you. Dave
How to verify that its the agent that scans instead of wmi?
We have just started to use the agent, we have set up the firewall but is there a way to verify that its the agent that scans instead of wmi when we do a scheduled scan? Can it be added in the information about the computer how it was scanned? I know the agent work since I have it to scan at boot and I can see in the history that a scan was uploaded a few minutes after boot of my computer. Best regards Peter Samuelsson Sodra Skogsagarna
changes-updateing
I ask if ServiceDesk plus can give me ability to keep track of all updates which are happen in my network? say i would like serviceDesk plus to notify me when new software installed, when any workstation IP address changed, when any server has low disk space <10%. So can i see all these updates and monitors which are happen? Thanks in advance
Users access control
I use SDP 8.1 trail How can i set to every server or every workstation has special user? say i have: 192.168.2.1 --- 192.168.2.50 and 50 users, i want to set to every user a permeation to be the owner to his workstation. From where i can set it? Thanks in advance
Questions on roles/security
Hi, I am looking for a way to create a security role for a person that needs to register and maintain assets. However, I can't figure out how I can allow them create new products with assigning complete admin rights. Can anyone point me in the right direction? If this is not possiblen, how do you manage adding new products?
Scaning VM/host and guests
I use serviceDesk plus 8.1 trail version I ask when i scan my network or domain, if i have physical server which has several VM/server inside, after the scan end, what will exactly appear with the result in IT assets? - The scan will count and appear only the physical server? - The scan will count and appear the VM/ guests servers without the host server? - The scan will count and appear the VM/ host and guests server? i used oldest version of serviceDesk plus 7.6 and this is one of the biggest
Group and Technician got updated as none while making changes in Default template
Hi, I have 3 groups grp1, grp2 and grp3. and i have created request template for each group - Temp_grp1,Temp_grp2 and Temp_grp3. all my requests are getting created thru mail, hence the tickets are getting created under default template, and while closing the case the techincian will change the template to belongs to their group. So many techinicans were closed their request under default template, so to prevent using the default template, i have removed the group and technician name from the default
SLA Escalation based on Site or Group
Hi is it possible to assign SLA Escalations to certain Groups or Sites? When I set up a rule to trigger the SLA escalation I don't have the option to choose Site or Group... Is this possible?
Organisation Unit attributes
Hi, We would like to manage organisational unit specific attributes, is there a way to do that? Thanks, Cédric
Issues with remote asset explorer server
Please I have deployed Remote Asset Explorer and currently facing some problems 1. Asset Tag was manually inputed for all workstations but when you export to the central AE it does not reflect eventhough its showing in the Remote Server 2. Unable to assign department and change the state of an asset in Remote Server eventhough I have logged in as administrator
Feature Request - Make asset remote control available on New Incident page
We just upgraded to 8112--I love being able to use DameWare MRC with SDP now. We originally migrated to DamWare because this feature wasn't currently available in the current version of SDP at the time, and it still isn't today. When creating a new incident, you select the asset associated with the user. However, before you can get the link to initiate remote control with the asset, you have to save the ticket first. I don't want to create a ticket, enter some very basic information about the incident,
Technician log in screen
Normally when you use the tab key to leave the username window and enter the password window, the old password would highlight so you could enter a new password without deleting the old one. It is a common convention in other apps.
what use is reminders?
Hi there, I'm currently trialling ServiceDesk Plus and have a question about reminders. I've seen the manual to manage it (create/edit/delete/etc) but still wondering how it actually supposed to be used. My understanding was that when we set up a reminder, put in the date and time, there should be some kind of notification on the specified time without us actually going to the Quick Actions > My Reminder(s). But so far, nothing. No pop up box or anything. I even tried to log out and log in again
Importing Workstations .CSV
Hi, I have a problem when importing worstations, I can't see each column, everything appear on the same line as if Manage Engine couldn't see the different collumns in my csv file. (serial number, name etc...) What are specification of your csv file? the ";" must be the separator isn't?
Response Due by time
Is there a way to set the responded time manually for example we call the user instead of email them? This really messes our SLA's up because we do not email everyone so we cannot capture the response time very reliably? Basically have something that says we called the user and that would set the responsed time for us instead of having to send an email from the ticket. Thanks Kevin Hardy
Enhancement - Readonly textboxes
Would be useful if we could have the additional fields such as textboxes/numerical/dates to be readonly or not. As at the moment all Dates are readonly. For example when creating mutiple assets manually i have a additional date fields which will change for each user and for others not exist but most of the other details will be the same so i was using the save and create new command. However i noticed once i chose a date i could only edit the date and not make the field NULL again.
Unable to see task details from email link
Hi, I've been having a recurring problem with SDP 8.1.0 Build 8104 whereby I cannot see task details by following the link in emails sent from the system. I receive an email similar to: Task details are Task Id = 23101 Created date =10-Sep-2012 14:10 Due by date = - Title = Please assist - Locked Excel file Created By : Tech 1 Description = Robyn advised that other users are askign her to close the file, reporting it still open by her - even after she rebooted her PC. Comments : Click for details
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