request email - can not send replay
I have a problem with request emails. Some times images are not processed correctly. They are shown as broken link in the request and it is not possible to send a replay. In the logs I fund these lines: Inside extractAttachments...| filename in extractAttachments : =?iso-8859-1?Q?Billede_(enhedsuafh=E6ngig_bitmap)_1.jpg?= Unrecognised Attachment : =?iso-8859-1?Q?Billede_(enhedsuafh=E6ngig_bitmap)_1.jpg?= java.io.FileNotFoundException: ..inlineimagesWorkOrder509520.jpg?= (The filename, directory
SQL Problem
please tell me why i can't add Tabele in Service Desk MySql ?
Business Rules and Sites
I'm sure you're working on a fix to make it easier to manage Business Rules and other site-specific settings. If the site setup and copying of rules functionality is to remain the same, I would suggest adding a new selection box in all of these site-specific settings' setup pages that allows choosing to which sites any new rule should apply. This would work much like how assigning sites to technicians currently operates. It would make adding a Business Rule that needs to be in all sites much easier.
How to remove default product types
Hello, Is it possible to remove default product types in SDP ? (keyboard, printer, router, server...) I've seen a post from a 3 years old that explains is possible, but I didn't find the option. My version is 8.1.0. Thank you.
import asset data from excel
Dear Support, I am using SD+ version 7 build 7011. Is there any possibility that we import the components and non IT assets data from excel to SD+. We have about 2000 non IT assets and components which will take lots of time if would be entered manually. Please provide us step by step procedure so that we can register our assets. Waiting for your urgent response.
Question regarding solutions Module in 8.1
Has tha ability to create solutions with screenshots or other images improved any in 8.1 such as the ability to paste an image? ie copy and paste from a word doc into the solution without having to use the insert image button. If we are creating a solution that has several steps with several screen captures it is almost to time intensive to use this functionality. Right now if we paste an image and another user views the solution the image does not appear. As so many of our solutions have been created
How to license?
Hi, Good day! I have been using the trial version of Service Desk Plus here in our office for evaluation for 18 days. According to manageengine.com where i downloaded the software, it says for trial version it can only accomodate maximum of 5 technicians and 250 nodes. So here’s my question, how do you do the licensing if we’re gonna offer Service Desk Plus to our clients? Is the licensing based on per user? Per number of nodes? Or per computer where it will be installed? And how much does it
my sql
hi is it possible to add table in servicedesk mysql? i want to add table in mysql and i don't know how to add? how can i get access to service desk mysql in GUI Mode?
Asset history
Is there a way to tell if there has been a change to any of the custom fields that we have added to assets?
Dual Boot Mac creating 2 entries...
I have many iMacs in my school district that have a dual boot Windows/OSX partition on them. The 2 sides are named differently as we have to differentiate between OSX and Windows. If I run a scan while the Windows side is up, it will create a new entry with the windows name and the same serial number and mac address as the entry created for the Mac side. IS there a way to stop this? I had asked previously if there was a way to change the primary key to something other than computer name, and
Site Content Variable
Greetings. When configuring the message templates in the notification rules, I noticed there is no content variable to indicate which Site the request is coming from. There is a $RequesterDepartment content variable, but it does not qualify which site it is associated. How can I accomplish this? This is very important for our organization since we have several hospital sites and all have the same departments names
Send attachment
I Guys, Using service desk plus, my users send requests to me only through email, and read my response again via email. In responding to the ticket can also send a file? If I attach the file in response ticket, the user sees the email without file, the file I only see him in the request. Thanks Daniel
Remote Control Options
When taking control of a remote computer is there a way to display a message on the remote computer telling the user that we have taken control and when we end a session?
Install
Hi, Can I use the help desk software on my hosted web space? Can it be uploaded by FTP? I'm looking for a web based Help Desk system not one that is run on my PC...... Does this software do that.
Does Linux Version of ServiceDesk Plus support AD authentication?
Does Linux Version of ServiceDesk Plus support AD authentication?
Server Migration and Upgrade
Hi all, We're looking to move our service desk from it's current server on to a new server with the latest version of the service desk installed on it. Our current version is 8022 and the new server has 8107 on it. I understand the normal way to do this would be to take a backup and then build the same version on the new server restore the data and then upgrade, however, we'd prefer for the new server to be upgraded before we put the data in so we can get it in to a position that we want without
Multiple ServiceDesk installations on the same server?
Is it possible to install multiple ServiceDesk instances on the same server? If possible, would you map it to different ports to differentiate each instance?
Can we make certain requests private?
Hi We are doing a trial of Service Desk right now and like it a lot, however some of our requests will be confidential in nature and we only want a couple of Admins to be able to see them, is this possible to set up?
Auto-approve PO if submitter is approver
I'd like to suggest a feature request. I'd like the option to be able to automatically approve purchase orders if the submitter is also an approver. I constantly find myself having to go back and manually approve POs I create. It would be nice if this would happen automatically. Thanks!
How to make value by default "Approver Name" or add column with "Approver Name"?
How to make value by default "Approver Name" or add column with "Approver Name"?
addrequest API
Is it possible to add User Defined fields in the addrequest method of the API? I'm trying to add a request using this url http://incidencias/servlets/RequestServlet?operation=AddRequest&username=user&password=xxxx&logonDomainName=&DOMAIN_NAME=REPARALIA&category=pruebas&subcategory=pruebas&UDF_CHAR2=texto the request is added but the Subcategoy andUDF_CHAR2 remain empty thanks in advance
Technicians menu slow
We're using 8107 running on Windows 2008 R2. Whenever we access the Technicians menu, or even edit them, SDP gets really slow. All of the other sections, menus, modules seem to work fine. It's just that whenever we click the Technicians menu, it takes about 10-15 seconds for the page to load. Any ideas of what is causing this? Thanks!
Translation to Georgia
I'd like to translate SD+ to Georgian language so my organization can work with it. Where can I find original English texts for all modules? I was able to find all other languages except English (the .properties file for English was practically empty) for some modules. Also, another question: for Russian translation, the letters are in for of HTML code, e.g. І. So when translating, should I put Georgian letters in the same way, or it is enough to write normally? Regards, G.S.
error update 8105 from 8107
Presented an error when trying to update the version of my software and now can not backup or restore. Could someone help me?
Install and Configure on Ubuntu
Looking for a guide on how to install and configure service desk plus on ubuntu. Installed the software from the command line but there is no information posted that I can find about where to go after you have installed it. Need some guidance. Is there a website or something that can be used to configure this application?
Upgrade from ver6 to ver8 - license file
Hi, We currently are running ver 6 and our license is valid until next year. We are retiring that server and I thought what a wonderful time to install a shiney new version of SDP. How can I get my license file upgraded without going through the pain of upgrading the previoius install patch by patch? I had installed ver 8026 I believe and have it up and running but when I went to go live and apply my license file i got downgraded to standard and lost asset management. Dylan
link between Category/Subcat/item & Service catalog Categories.
Hello We are in the process of reorganizing our Categories creating a service catalog and implementing ITIL incident & reuqest management with SD+Can someone please explain me the link (if there is one) between Category/Subcat/item & Service catalog Categories. Here at the screenshots to show what I mean: How can I use those field to the mentionned ITIL processes, knowing that problem and change management will follow afterwards? If there is NO link between Category/Subcat/item & service catalog
How do I get alternate lines of colour on the request list page?
The upgrade from 8.027 to 8.1 has brought some comments from our desk team asking why the coloured lines that made reading the request page easier have been removed. Under 8027 the lines alternated in colour so you could more easily follow a line of detail across the page. Now under 8107 that display feature appears to have gone. Only if you highlight a line by moving the cursor over it does it go yellow compared to the all white background. Can I have the lines back please :-)
Email Commands on Site Field
After searching the forums, I found the field SITE can only recognize Home and Contractor values as below. ----- @@SITE=xxxx@@ Valid values for xxxx are based on our setup, the current values recognised include Home, Contractor ----- We have defined some sites with our own custom values, how can it be recognized by Email Commands? Thanks in advance for your help.
Trying to start MySQL server failed
OS : debian 6.05 64bit no GUI Setp 1.# ./ManageEngine_ServiceDesk_Plus.bin -console No error is finished。 2.# /opt/ManageEngine/ServiceDesk/bin# sh run.sh Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days libgcc_s.so.1 must be installed for pthread_cancel to work Trying to start MySQL server failed how to fix this ?
Selection of requester - mouse only?
Since upgrade from 8027 to 8107 we've noted that the requestor dropdown box behaviour has changed on teh new request screen. Previously when you typed it auto filled and filtered and you could use the cursor keys to select an entry from the list once it had filteed to your requirements. Now the list seems to max at 10 lines and you have to use the mouse to select an entry. Any chance of the old functionality back please?
Forwarding approved purchase orders to Accounts Dept
On the purchase order setup, is there a way of having all approved purchase orders sent to a specified email address or account as well as the requester. It seems very strange to me if there is not, as you are then relying on the requester to forward the purchase order.
Requests older than 2 Days
Hi, I need a daily report for all requests older than 2 days which are not closed. Columns I would need are Request ID, Request Status, Created Time, Requester, Subject, Technician and Priority. We can group this based on Group. We are using mssql SDPlus version 8.0.0 Build 8020 Any help would be appreciated.
Re-Configuring PM tasks which are changed to 'One time' task after 8.1 upgrade
Dear Users, The Issue "Preventive Maintenance task schedules get changed to one time schedule" has been fixed in the hotfix 8107. The task schedule(s) which are changed to one time schedule will not be recovered automatically after upgrade to 8107. These changed schedules needs to be reconfigured accordingly by editing them manually. To do this: 1. Using the below query to identify the list of Preventive Maintenance tasks which has been changed to one time schedule SELECT sw.WORKORDERID "PM Task
DELETE WORKSTATION WHICH ARE DISJOINT FROM THE DOMAIN
Hi all Is there anyway to delete all workstation which dijoint from the domain automatically? Thanks.
Report on conversation emails sent to a certain email address
Is there a way to run a report to search for all conversations to a certain email address? For example, I would like to run a report that shows all requests that include conversation emails sent to jsmith@abc123.com.
Mail to Requester - Sending notification failed
We have two domains within our organization. When we try to reply to a requester in the alternate domain through the helpdesk the email address will populate the field but then we get a window that says: Sending notification failed. Apparently we can not send email to any addresses outside of our main domain. This used to work and now it doesn't. Please advise. thanks.
Select Asset popup size problem
After our upgrade to 8.1 the size of the popup windows when we are to add/change asset doesn't show all information. We are not seeing the search icon and we have to change the size every time we open the select asset page. I have included a screen shoot of this. Is there an easy way to change this for our self since we use this often? Best regards Peter Samuelsson Sodra Skogsagarna
Auto classification
Some It assets are automatically classified as servers and others are classified as workstation, any idea how to change this classification? Auto classification got around 70% of the servers in the servers section and the others are classified as workstation, on the other hand there are lots of employees’ machines are wrongly classified as servers (operating system is windows seven). Please help. Thanks in advance. Mohamed Hamied ServiceDesk Manager.
Scan of assets, problem
Hello We upgraded our installation of Servicedesk plus from version 8.0 build 8027 to 8.1 build 8106. When we did this we changed server and OS from windows 2003 to win 2k8 r2. We have some issues that I havent been able to fix. 1. Before the move we where able to scan windows 7 and windows 2k8 server after the move we are unable to do this. If I turn of the firewall at a server that I wish to scan I can scan it. If I have the firewall on but allow everything in and out I get that the computer doesnt
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