2 Different Departments Using the Same ServiceDesk Plus
Hi, In our organization 2 departments are going to use the same ServiceDesk Plus applications. Also we are going to activate Single Sign On. The requesters are going to be the same with these two departments. But these departments must not see each others requests. I am planning to seperate these 2 departments as 2 sites. But in this case when a requester creates a request by email and do not select the Site, this request can not be seen by the technicians of these 2 departments. I created 2 email
Best practices
Dear Good day to all I'm in the beginning of work on Manegeengine ,, so Is there any advice , Best practices , How to start BR Majeed
CMDB - Configuration Items types edit.
Is where any way to delete default CI Types? Change 'Parent Type'? Untick 'track as asset'? Thanks
Is it possible for a single requestor to see te calls of multiple departments?
We have got a director who would like to see the call from multiple department but i also want to keep it so the managers of those departments can only see the own deptment calls. I have tried to set the director as the department head of both department but he can still only see the department he is assigned to in the requester detail. If anyone could help with this i would be gratefully.
Default Template For Requster
Hi, Is there a way within the system you can set one template as default for 'Technicians' and another template as default for 'Requesters'? Thanks
Technican's To View Dashboard
Hi, Am i aware that the Admin and SD co-ordinator roles are able to see the 'Helpdesk' on the dashboard. Is there any plans in the furture to make 'Helpdesk' on the dashboard viewable to technicians? Thanks
How can you asign a site to a department
We have over 100 sites and of course a number of deaprtments at every site. when i go into the deaprtments tab to try and assing a deaprtment to a site there is no field therer to assing one . but on the front screen of the deaprtments it shows the sites column.
Hyperlinks in Self-Service Portal Usage
Is there a way to create hyperlinks in the Self-Service Portal Usage section on the summary page to enable direct link from this usage section to more detail? We want to point our technicians and/or requestors to detailed help for using Service Desk Plus. Examples include creating a request, search for a request, view all open requests, etc. This would give them a quick reference to 'online help' or the online training documentation that we will be keeping in the Solutions database.
How do I assign a site to a technician
Build 8027. Edit the technician - how do I assign them to a site (the same as a requester) so that when they create requests via email they are associated to the correct site? Example admin/technicians - on this page the site field is not available to be shown/added - for requesters it is available. If you edit the technician there is no site field - there is a site associated to the department field, but not his site. I am unable to do anything to his site, in admin/sites to make his dept/site appear
Question for Next Release (July/August 2012 version)
Can you give us more detailed information for these features? Screenshots or work procedure explanation would be appreciated. 1. Project management 2. xls data import Thank you in advance.
Change calendar
I have just upgraded our test environment from build 7608 to 8109 and one of my colleagues has just noticed the change schedule dates. When she enters dates within a change, the change is appearing in the Calendar View. We also expected it to appear within the Calendar on the left hand side of the screen, and for something other than "No Changes scheduled" to appear just below the calendar. How is this feature meant to work please? Regards, Alan.
Set Minimum Password Length for Default Administrator user
I am evaluating Service Desk Plus. My environment is Windows Server 2008 R2, SDP is installed with a MySQL database. I have a drop dead requirement to no allow any passwords with less than 8 characters. This has to be enforceable at a system level. Currently the default administrator account that is created in SDP will allow the password to be changed to a single character. Is it possible to set a minimum password length in the database, and how would that be done. Any help is greatly appreciated.
Technician Login Error
I am having troube logging into our database as a technician. I have been able to login in the past with no problem. My "Administrator" login works fine, but at least 2 of my technicians can't login using their name/password. We've already confirmed the passwords, and logging into the correct domain. Nothing there has changed. We were using version 5010 and now on 5500 with the same issue, no change. Any clues? Thanks,
form designer
Good evening. Is it possible to develop a form designer to be able to create such a form as in the attached file. I guess I'm not one who needs this form, your product would be more in demand if we could develop such a form. Thank you for help. Hello you did not answer me, can you make this form or not? We bought license and my managers ask me to make this form. Can you help? Thanks.
Sending notification failed
Hi getting error message "Sending notification failed" when i am reply the request Exchange server 2007 SDP 7.5.0
configuration guide for SD+
please provide me the detailed guide for configuring SD+ for the latest build thanks
Sending notification failed.
I am getting the error "Sending notification failed" My SD+ Version is 8.1.0.Build 8109 Please help me!!!!
upgrade failed Migrate fromBuild 8000 to Build 8027
when upgrade 8000 to 8027 give me error ."unable to start db .possibility server is running if so please shutdown " service is stop but continue same error. update log : 06.Tem.2012 16:05:58 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : 06.Tem.2012 16:05:58 [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode 06.Tem.2012 16:06:06 [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:H:\ManageEngine\ServiceDesk\ManageEngine_ServiceDesk_Plus_8_0_0_SP-0_27_0.ppm
Service Desk Plus 8.0 and Agent Scan issue
Hi - I have a question about service desk plus 8.0. We recently created an image for our laptops and by mistake, the agent software was installed when the image was created. As a result, we are getting duplicated info when workstations start up. How can I uninstall the agent or get a new agent id? This key does not exist: HKEY_LOCAL_Machine\SOFTWARE\ZohoCorp\ManageEngine AssetExplorer\Agent\ I read on the forums we could delete that key to get a new agent id for the laptop - however the key does
Service Catalog -> Duplicate Ticket
I wonder why you can not duplicate a ticket opened via the service catalog
Tasks Permissions
Good day, How can i limit technicians to access only their own tasks , and prevent them from viewing others tasks ? regards
Default Modes
Hi, Is there a way you can set a default mode for when a requester logs a request through the web portal? At present it is set to 'Phone Call'. When a request is receive from email, it sets the mode as 'Email' as it should. Thanks
Holiday PM Tickets
Can we be able to have some preventative maintenance tickets NOT create themselves on holidays? Maybe a switch when creating a schedule for a ticket. Also why is it that Holidays do not extend the SLA for tickets just like operational hours do?
Ourselves software development
Hello, If we have software developed by ourselves, how should be managed to be possible create incidents and requests ? Should we create a new product type and treat it as an asset ? Thank you.
Connect driver odbc
Hi Is there any way to have a ODBC-Connection to the Database direcly? Thanks Maria
Permissions required for Asset scan with AssetExplorer agent installed
I'm trying to work what level of permissions are required for scanning a machine with the AssetExplorer agent already installed. Version 8107 agent version 1.0.12 I presume as the agent is already installed, local admin rights might not be necessary as the agent on the machine will have collected the information and the account used would simply need sufficient permissions to communicate with the agent?
Software Asset License - Downgrade problem
We have a slight issue with recording downgraded licenses and I'm hoping someone can point me in the right direction. We've just finished scanning over 4,000 computers and are starting to reconcile the software with our purchasing history. The problem is tracking downgraded software - If we have a total of 40 - Office 2003 Professional Licenses, out of that 30 are actual Office 2003 Professional and 10 are Office 2010 Professional Licenses, theres no way to record that. I know in older posts
Change Management Problems
I am part of a system administrator team responsible for applying updates to our server farm. Each server is categorized as QA or Production. Our normal cycle is to apply OS updates to QA; allow application owners (people we have made responsible for QA testing - Change Advisory Board in Service Desk) to test the applications on the QA systems to confirm the updates did not break anything; then have the application owner approve the OS updates (changes, if you will) for installation to our production
Change Notification
Hello, I have a question about the notification when a new change is created. Now, when a new change is opened, a mail is always sent to some users. Is it possible to send the mail only according to some properties of the change? For example, when the change is opened by a spefic group or when the change has high priority…. Thanks
Asset information on request details
Hello, Is it possible to show more information about the asset on the request details ? Like product type, product model... Regards, Pere.
8109 Hotfix Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issue fixed in this hotfix: SD-46525: The description and the conversation getting displayed as question mark for contents other than English characters in request module. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Note for users who were in build
Service pack 8108 problem
With the release of service pack 8108 problem with the Russians requesters remained. In the field "Name" in Requester Details can write only in Latin. When you write "Name" in Russian and then push "Add Request", the error "the requester name does not exist..."
Disposed Assets and Software Licenses
When the state of an asset is changed to 'Disposed', it seems that the managed software licences associated with that asset are not released for reassignment, i.e. they're still listed under the 'Software' tab for that asset. Yet if I change the status of the asset to 'In Store' or 'In Use', it appears under the 'Software Licenses' waiting for a licence to be allocated. Therefore I am confused as to why the asset retains the software information if it has actually released the licence for reassignment?
Add on Project Management for SDP Professional
Hi, Will any cost or free will? Do you have to install every time you update the version of SDP? Thanks a lot! Mauricio
unable to start servicedesk after upgrade
Hello, We are unable to start servicedesk after we upgraded from build 8106 to 8108. It runs all the modules but when it gets to "Application layer started" it's unable to continue. From this point its only periods (......) that are displayed. Kindly help resolve this issue. Regards
Error I got when I started manually on run.bat
Help from this problem
8108 Hotfix Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 8108: SD-45844:In requester auto complete available in 'New Request' form, the required requester cannot be selected by using up/down arrow. SD-44680: When a note has a double quote ("), then editing such a note will always open the previously edited note in the request details section. SD-46244: When a conversation(received
cannot delete site
Hi, I am trying to delete a site, but get the following error: FAILURE :Site is being used by a module. Hence cannot delete it. I cannot find the association with the site anywhere. Here is the log file entry with the errors within: Caused by: java.sql.SQLException: The DELETE statement conflicted with the REFERENCE constraint "WorkOrder_FK4". The conflict occurred in database "servicedesk", table "dbo.WorkOrder", column 'DEPTID'. at com.adventnet.db.adapter.Jdbc20DBAdapter.handleSQLException(Jdbc20DBAdapter.java:1042)
Requesters can't se their reported incidents
I recently erased all of the requesters from inside SD+ and then re-imported the users from our Active Directory. Now my requesters no longer can view their earlier reported incidents. They don't have any rights to open them. What can I do to fix this? I use SD+ 8.1.0 Build 8105 and SQL 2005
Date custom field
We have a custom date field in our assets for Date Modified. Is there a way for this to automatically put in the current date when someone edits an asset?
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