SDP Reports about Solutions
Hello to all, do you plan to include Solutions database for use in Reports Tab? Thanks in advance.
Can't find Survey comments
Hello, I'm sure I used to be able run a report that would show the free text comments that were made when a survey was completed. I can't seem to find them now. Where would they be? Running version 4.1.0 build 4112 Thanks.
deleted table is not restoring after backup.
I removed a table from database, and after a made restore a backup. Why a deleted table is not restroing?
After Upgrading User List
Hi, Sometimes, my coworkers ask me to upgrade users list from AD to SD+; but the thing is that 3-4 user are upgraded but it only says "added users: 3". It could be very useful that after the upgrading it says the name or account added and those with errors. Regards.
Asset scan airwalled
Hi, I have Service Desk Plus installed on a production server which is airwalled so it can't see UAT versions of the servers, this is obviously causing an issue with Asset scanning, scans fail. Is there any way to get round this, can I just have the asset scan performed from a server which isn't airwalled which then pushes the information to the production server that has the Service Desk installation? Any help would be appreciated. Thanks Jonny
Manual Installation of Assets
Hi, We need to scan our Assets through SDP, so we are going to use Manual Installation. The following files was downloaded from our SDP: 1* ManageEngineAssetExplorerAgent.msi 2* scan_setup.vbs 3* ae_scan.vbs And then we are install these files in the remote workstation, also please note that we open the 2nd and 3rd files with command prompt. But we the SDP fails to perform the scan. Could you please help us to solve this issue soon. Thanks in advance Regards
How can i do that "Default request" will include to Common Incidents in Requester view?
May be i should do some changes in DB?
Licensing and upgrade SDP
Hi, i have a question about SDP licensing. We are currently own a license (5 tech\250 nodes) but we are planning to upgrade service in our firm. When we ask to local distributor (we are based in europe) the answer was at least confused. is it correct that i could not merge license without active maintenance on it? On the old one we do not need it and it seems a little bit odd that we had to pay thousands for use what we already paid. I am looking on the site but i could not find a clear answer about
Ticket closure rules
Hi We work closely with other service desks and have set SD+ to not email back when we receive emails from then, as otherwise we end up in a loop. However, when we come to closing tickets, we send a survey email, asking for feedback. If this goes to another servuice desk, they just email back with their call ref. This is counter-productive. Is there anyway that I can exclude certain email addresses from being sent survey emails?
Approvals
Hi I have discovered today that when a technician sends a job for approval to the manager, they type further information around what they are asking for approval on, in the email. This is good. However the manager does not always read the email, but checks their Home screen regularly and actions approvals from there. This does not show the email content. There was a heated discussion this morning where the manager was complaining that the team were not telling him what they wanted approval on,
Reattaching requests to a user
Hi. I had to delete a user, and import him again from AD. Now he can only find the five or so requests that he has put in since I imported him again when he looks at his cases. The old cases lies there with his name on them, but he must now look for them instead of them just being there. Is there any way I can "reattach" the requests to him? Hope somebody can help!
how to track desktop or any asset location connected in a LAN
how to track desktop or any asset location connected in a LAN
service request approval
Hello, I have a question concerning approval for service request. It work fine, but the user cannot see the status of the approval. So if the service request is not approved, no way for the user to see that. So my question is : is it possible for the user to see the status of the approval? And if yes, where should i go to allow that?
How to mark leave and count number of present technicians
We have 10 technicians at a particular site. However, the number of separate logins for technicians is 5. We want to monitor the attendance of all the ten technicians using SDP. By attendance, we mean that the presence of each technician would be marked once in the morning each day. If any one out of 10 technicians is not present on any day, he is marked absent. the total number of technicians present on any day and the monthly & quarterly report of number of technicians present on each day is also
Unable to close Incidents
I am unable to close any of our open Incidents. When I click on the "close" button, nothing happens. I'm using the latest version of Firefox.
Assets scan in SDP 8022
Tried both agent and script scanning. Same situation: All our 15 PCs with ASUS motherboards are shown in assets as System Product Name Service Tag: System Serial Number Model: System Product Name (System manufacturer) and it is ONE asset, so after each scan we have a records in history of this asset: Computer (nsk-wst012.msk.local) - Name changed from nsk-wst009.msk.local to nsk-wst012.msk.local Computer (nsk-wst012.msk.local) - BIOS Version changed from 081810 - 20100818 to 071510 - 20100715 and
Se others technicans request in request view
Hi How do I see others technicans request easy in request view? can I make a filter for that? problem is that I must do a filter for eache technican, it´s to many technicans=many filter views...
anyway we can make the Worklog visible to requesters
Is there a way we can make worklog on request visible to requesters (read only) to show them the work is being done.
Service Catalog linked to Prices
Hi We are deploying SDP in our environment and support a number of customers over many hundreds of sites. We initially used SDP for the asset management functionality and lifecycle, however we are looking at making more use of the product. We are required to produce a service catalog for our customers, in effect an online portal where by a customer could request a laptop, piece of software, iPad etc. select from a limited number of configuration options and we would then action. It seems that the
E-mail Type of Incoming Mail Server Settings
What is E-mail Type in Mail Server Settings of ServiceDesk? How to configure it?
Merge requests
Hi If I wil merge 4 requests, can I chose witch reqest ID that is master and be that request that is left of this 4 requests? What information is been left in the master request?
Connect site to department
Hi Where do I connect one ore more departments to one Site?
how to use barcode in SD
Hello. I use ManageEngine ServiceDesk Plus 8.0. And i see barcode function in Non-IT Assets. Can i use barcode reader and print my own barcodes? and how? Regards Artem Volkov
Incident Templates
I created new fields to add for incident templates, but I mispelled one of the names and want to either rename or delete it. I created a new field but the old one is still on the left side. How does one delete this field, it doesn't appear to have an obvious option to do that. Thanks
Requests > all Requests / filter showing not sorted
HI, I use SDP, 8022, and since a few releases of version 8.0, the Drop-down menu in the requests tab is not sorted (Groups in "MyGroups"). Can you explain me how to sort this list please ? BR, Nicolas.
8024 : Hotfix Released
Dear Users, Please refer to the below announcement link to know about the details of the recent hotfix release 8024. https://forums.manageengine.com/#Topic/49000005570187 Thanks & Regards, Srikrishnan.
need to add problem automatically
Dear team, can i add problem automatically by using api like add incident thanks
License Key is not shown
I'm attaching software for a workstation asset and License key is not shown under software tab of workstation property. But when I checked under software property, I can see License Key. See the screenshots below; Picture 01 Picture 02
AD Authentication
Hi, We have just installed and purchased Manage Engine Service Desk plus. When trying to configure the AD Authentication method I cannot log on even with a user or an account that I have set up as a technician. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html I followed the following article and have created a computer account in AD using the scripts provided. I have reset the Password on the computer Account. The users were imported from AD before the Authentication
problem with time in ServiceDesk
The change to winter time was cancelled in our country this year. Server shows correct time, but in the Service Deck time is not right, How to set the correct time in Service Deck?
Tasks
Is there any future enhancement to be able to include a work log to tasks?
Limiting groups for reassign based on Category/Subcategory
Hello, I am in the evaluation phase with the product and am working from a local demo copy. I have been able to create rules that determine where certain tickets (based on group/category) are initially assigned on creation. What I would like to know, however, is if there is a way to limit the group/technician options when a technician is reassigning a ticket or ideally have the program suggest the right pool/technician for escalation. For example, an e-mail request comes in from a user about
SDP Role Configuration
I want to enable technicians to view the global dashboard but so far the only way that I have been able to allow them to view that is to set them up as SD Admins. I don't want to have them be allowed access to all of the configuration capabilities but I would like them to see what is going on across the department. Also, I would like to see how the default configurations are set up but the edit functionality is dithered out. Anyway to see how the SDAdmin is configured and to copy and remove functions
Technicians not receiving email alert when requests are assigned to them
I am using ServiceDesk Plus v8.0. See below notification setup. Apparently, it is saying to notify technicians when a request is assigned to them. But technicians are not getting notified. Any idea why ?! I even tried turning off IntelligentNotification setting from database.
See outbox for email in SD
Hi Is it a way for a technican to se that a email have gone away from a request in SD? for a example, you take forwarding email from a request, the tecnihan do not know that the email have gone away.
Importing assets via csv - creates identical user
I am using ServiceDesk plus for asset/facilities management for my organisation. Before SD+ i had all my asset information on an Excel spreadsheet. I have since been able to modify the spreadsheet to suit SD+ and saved it as a csv file. One of the columns in the CSV file is "User". The problem is when I import the csv file and map the user column to the corresponding "user" field, SD+ creates a new user with an identical name and doesn't use the user information thats already in SD+. So i end up
Resolution Date
Hello All, My Staff are out of the office most of the day and from time to time can only add a resolution to a call two days after the actual resolution. Is there a way to set the actual date of a resolution? Thank you in advance
users details are not displayed on login
I had imported users details from Active Directory (name, dept. job title, telephon..) but when users log in (using heri credintials) only the Name is filled with their full name. but other fields (job title, dept. telephone) are empty!! however, when i login as technician or admin, and submit an incident request.. i just enter the name of the staff and automatically all other related details got displayed so, what i'm dong wrong? why are the details are not in its place when requesters log in?
Issues While Using The Servlet API (Date & Technician)
I have tried using all the date formats but I am unable to save the DueBy date and the Created Date Any clue where I confirm those fields names? And what exactly is the date format? My configuration has no sites so all the sites are deleted and not required. Using the API the technician group is saved successfully while the technician is not being saved I have tried both the username and the email but with no luck The documentation is providing the request fields with no date fields' names.
cost handling
Is there any possibility to hide the "Costs" tab from technicians and only show it to administrators? Thanks
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