Forefront Client Security not detected by a system scan?
We are running Microsoft Forefront Client Security; the asset scan does not detect the installation of it. The system does however detect the Forefront Client Security Beta "Stirling" that were installed on some systems. Microsoft Forefront Client Security is pushed via the network along with Microsoft Operations Manager, Operations manager does get detected via the scan. 1. Is this a known issue? 2. Is there something I can do to get it to include it in a scan? (Your SDP Version : 7.5.0 Build 7506)
Conversation responses not recieved by requester
We currently have email fetching and sending enabled. When a request responds (using MS Outlook) to a helpdesk request the conversation is updated and the assigned technician recieves an email (in MS Outlook) containing the contents of the requester's email. However, if the assigned technician responds (using MS Outlook), their email is added to the ticket Conversation, but the requester DOES NOT receive a copy of the response via email from helpdesk. Is there some way to enable this functionality.
SD Plus report scheduling emails
We brought up our DR SD Plus app for the first time in many months and it sent out report emails (with outdated reports) that had met the scheduling requirements. The only way I can see to stop these outgoing email reports is to change Mail Server Settings\Outgoing - Server Name / IP Address details. Is this the best option or is there any other means that could easily achieve this result. Thanks Brenton
Asset from Desktop Central are not being forwarded to Servicedesk Plus
What am I doing wrong? Please advise. Desktop Central Server settings in Servicedesk Plus is properly configured.... and ..... Servicedesk Plus Settings in Desktop Central is properly configured. Please help. Thank you!
Remove 'administrator' as Technician
We have 6 Technician licenses, which we want to assign to Domain Users. This means we need to remove the default 'administrator' as a Technician because it will not be handling incidents but should be used to configure the system. How is this acheivable. Regards Mark
Swedish holidays
Hi Is it eany way to import a ready list for Sweidsh holidays to SD?
Add item to my summary
Hello how can i add a new item to "my summary" - Awaiting approval? (request in status pending approval, not on hold) Or can you include this feature in next release. Thank you.
announcements for different locations or sites
Hi, -Can we make announcements for different locations and different groups ? Regards,
New request from email with field populated
Hi everyone, when SD fetches an email, I'd like SD to populate the fields below for gererateing a new request. How can I do that? Thanks Nick $RequestId $CreatedDate $Site $RequesterName $RequesterMobile $RequesterPhone $RequesterMail Segnalazione: $Category $Item $Description $Technician
Convert Helpdesk back to free version for 1 technician
I no longer need the 2 technicians and want to revert back to free version of product. How do I do this? Cheers Damien
I can not Attach a file as an attachment to the request
Dear Sir/Madam, I can not Attach a file as an attachment to the request after about adding 10 request with attachment files. It show the error "the maximum attached file size is 10MB" and also happens repeatedly after adding about 10 requests in Service-Desk system and I must close the new incident page then open it and finally add the request with the attached file. Please be informed that the attached file is less than 1MB in size and is bout a few KB. Best Regards,
backup and restore data
Hi SDP gurus, I want to ask one question. For instance, i have standard backup copy of SDP v7(Admin-> Backup Scheduling). And need to restore this backup to SDP v8. Is it possible restore data from old version to new one? Both versions use internal MySQL server. thanks, the_script
Option to remove Due Date
It would be great to have the option to clear out the Due Date for requests.
SLA Flag isn't cleared
The SLA flag isn't cleared when a request has already violated the SLA and it is changed to a "Project". Changing the Priority to "Project" does remothe due date but not the SLA violation status.
Changing requester
This is probably an enhancement request but is it possible to have a business rule that changes the requester when a request comes in? Or even a stored SQL procedure we could execute on a regular interval? Thanks.
Prevent assigning requests to technician on Leave
Hi, we tested setting technicians on leave and see if we can assign requests to that technician during this period. Seems the system allows this or I could not find a way to prevent it. is it possible to block assigning requests to a technician that is currently on leave? Tks
Disable requests tab in user view
I would like to disable requests tab from Support Center for users. The only tab which I need is Solutions tab. How can I achieve this? Thanks Britto Sidhan
Change Management Process?
Just wondering how people are handling change requests. We're thinking that when a requesters make a developement request via the servicedesk web form incident (since they can't start a change request) , and comes into the incident queue we'll change the ticket into a change request and close the incident ticket so i just does not sit in the incident queue. Also does anyone know of a way for a requester to initiate the change request? How is everyone else handling this? do you leave the ticket
Viewing the "To" Field
Is there anyway to view what address an emailed request came in on? I have built a business rule that sorts on the "To" field but it does not appear to be functioning correctly and I cannot find anyway to view that field without calling each user to ask. My attempted setup is to have a general helpdesk@mydomain catch-all which is the mail account that is fetched but redirect mail from application1@mydomain and application2@mydomain to that catch-all to generate tickets that auto assign to the Application1
Sharing Requests between locations
Hi I have three customers that are each assigned to a location. Some of the requests we would like to make visible to all three customers. Is there any easy way of doing this? Best regards Falle1234
Fields in task templates
If you have a incident template with a number of task associated with it, you can't add fields from the incident to a task. If we take an example with a "new employee" template: Task 1 will be to assign a username. The incident field "username" should be in the task assigned and when the technician assigned to the task fills in the information with "Christian Jensen" and closes the task, the incident field "username" should be updated with the value "Christian Jensen". Task 2 that is executed once
Print / Export Solutions
I need to export / printer our solutions so that we have an offsite copy (DR purposes). How can this be achieved? Simple request but I can't seem to find anyway of doing this in 8011 :/ Best Marc
Are credentials required during agent mode scan
We are thinking to purchase service desk and we have some questions before we buy it and test the system The question is on Agent mode scan of the assets. We manually downloaded ManageEngineAssetExplorerAgent.msi agent and manually installed on the client stations and enabled agent mode in SD. Now we are not able to understand how to scan those clients and are any credentials required to scan them. As I read one of benefits are that only one port 9000 is required during the scan and nothing else.
Fields from incidents in reply templates
The Automatic notifications allow you to insert fields from the incidents in the notification templates. It would be valuable to have a similar option for the reply templates.
Service Desk Plus remote control feature
I can't seem to activate the remote control feature in service desk plus. I've installed the demo version, and enabled the feature under admin -> self service portal settings. I don't see any remote control link in the asset detail view (or anywhere else for that matter). I have 4 test agents that are scanning properly. Please let me know what I'm missing.
Wrong overdue status
Hi, Am using SDP+: 8.0.0 Build 8016, I changed some fields on the ticket while it was closed, then because of that the Overdue become ture, which is completely wrong as the case was resolved at the same time it was opened!! Please take a look on the Screenshot below
Run ServiceDesk Centos
Dear I want to install linux centos ServiceDesk but I can not start. I installed java runtime and net framework, error terminal: Server is starting. This may take a couple of minutes ... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details [root@dbsd bin]# log.txt (Jan 27, 2012 7:26:57 PM), Install, com.adventnet.ismp.beans.SendMailWizardAction, err, java.net.UnknownHostException: www.manageengine.com: www.manageengine.com STACK_TRACE: 6 java.net.UnknownHostException:
Exclude Requester from Email Notifications
Hi, Is there anyway I can exlude one particular requester from receiving email notifcations? Thanks Jonny
PDF store for fast email
Hi Is it possible in Servicedesk to store PDF documents, then one technican can in a answer to requester, attach PDF file from PDF store in SD, or we can build an automation that sens out one PDF file to the requester.
Send notifications of changes to a technician
I would like all our technicians to get an email when someone updates a request. It will enable us all to have visibility of changes as they happen, without proactively logging in and checking. I don't see this option in the email notifications section of Admin. Is there any way to do this, either directly or indirectly? I was thinking that if I could set the 'E-mail Id(s) To Notify' in the incident template to be a default value, the technicians would be notifed that way? Any other possible solution?
Technicians privileges
Dear all Is there any way to set all the settings for technicians same as settings for Administror local login? The technician does not have all the settings which administrator login has that it makse me for any changes i need to logout from my account and login as administrator to apply changes. Regards Negin
How to add New Assets with Network and snmp compliance in SDP with "Scan Now Options"
We have a couple of Components Items to add and "Assets" / inventory in ServiceDesk Plus that we have in OpManager to Monotorize. We want to put this snmp compliance CI to "Assets" and put Warranty Contracts and Maintenance Contracts too. How to add new products with SNMP Compliance and SDP discover STAG / ETC..... ?? AND Why i can't "Scan Now" in Access Points and this items ??? Examples:
ABOUT ASSET INVENTORY in ServiceDesk
I'm adding all my components items to ServiceDesk. I have a problem to add new devices that has snmp options like: Storage Area Network NAS Cisco Aironet Access Points UPS (EATON a APC) This kind of items has Network Interfaces and has SNMP avaiable. This kind of item has a Maintenance Contract and Warranties. Could be possible to Inventory all this kind of items, collect snmp data have this Maintenance Contracts inside SDP like a computer or server ?
Is it possible to add a button or custom action to an incident view?
I'd like to provide a link to start another product from within ServiceDesk Plus and pass along the incident id I'm currently viewing. Is there a way to do this? Add a button that would take a link like http://www.example.com/api/dosomething.jsp?external_key=%INCIDENT_ID% and launch http://www.example.com/api/dosomething.jsp?external_key=12345
Importing Incident Templates and Service Categories
Hi All I have just configured a new service desk with all of the Service categories and templates that I require, What I need to do now is import these into the old version of the service desk (same build) so I have the old incident requests and the new templates/service categories on the same Service Desk. Is there any way that this can be done? Cheers Matt
turkish languages
Hi, I'm using ServiceDesk product. I want to change some words in Turkish language. which need to edit the file?
Manage Engine Service Keep Restarting
Hi I am Using Servicedesk plus version 7.5 hotfix 7504 installed on windows 2003 enterprise edition service pack 2, the manage engine services keep restarting & i cannot using the application. i checked the event viewer log & i found the following error there may be a configuration problem : please check the logs
New Incident Drop Down Categories
Hi I am using Service Desk Plus 8.0.0 Build 8022 I am using this to create new templates for the implementation of a new IT helpdesk at our company. For this I have created many Categories and Sub Categories with many, many templates. However due to the amount of templates, the 'New incident' drop down in the top left corner is unable to show all of the templates without the user having to scroll down the screen. I noticed that before I made changes to the service desk that in the 'New Incident'
Importing Data from Track-IT
Hi, I'm migrating one of our offices over to Service Desk Plus, they have been using Numara's Track-IT for several years, but wish for the following data to be migrated across... Knowledge base Existing Requests Historical Requests Reports Track-IT is using MS SQL database, and we are currently using SDP with a MYSQL database.
Set default domain value, web login
Hi Where do I set default domain value, web login? now is the default value "chose a domain"
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