Can someone provide information on the integration of SDPlus and DC 8 with Software Deployment?
Would like to see how the Software Deployment integration with Desktop Central and ServiceDesk Plus work together in ServiceDesk Plus. Currently we own both products as well as OpManager. I want to see how the software deployment works in ServiceDesk integrated with DC. If it adds value we will upgrade our license to the Enterprise License model. Regards, Customer
Service HelpDesk 8.0 executable is currapt
Service Help Desk 8.0 trial does not work. I download the Installation EXE file but when trying to install it, it throws 'The contet of this file cannot be unpaced. The executable that you are attempting to run is currpted. I tried downloading file 3 times and got the same error. Can you please provide the working executable?
Add Font type on Helpdesk - Notification Rules
Hi as our company has an own font type (used for every internal communication), would be nice have the possibility to add it also on SD+. Is there any possibility to do this? thanks
Linking Desktop Central to SDP
Hello I've recently installed Desktop Central free edition in our network. It works fine. Yesterday I've installed Servicedesk Pro (free edition) in our network. I've managed to link Desktop Central with ServiceDesk Plus. I am able to deploy software from SDP. I was able to connect the SDP to the Desktop Central Server. But when I want to enable Log Help Desk requests and alerts as tickets I need to fill in an authentication key. In the instructions I need to create a new role in the SDP and add
My noobish list of long outstanding but most annoying SDP bugs
Hey guys, I've decided to make a thread out of it, in the hope something gets done about these. Developing new functionality is one thing, finetuning is another thing. I encourage everyone that has such issues over time, to use this thread to add your most irritating bugs inhere. There is one catch however, your bug must have been long enough here that is spans multiple versions already: for example a irritating bug that's in since patch 8.0 build 8015 or even longer. Be sure to check out https://servicedeskplus.wiki.zoho.com/SDP-Known-Issues.html#Purchase%20&%20Contracts%20Module for
API to retrieve ticket information and send it to external system
Hi, Our company is currently using SD Plus as our ticketing system, and we would like to somehow pass ticket information (Creation, workflog, commenting or any update) to an external system using web services (preferably) or any other form of communication protocols. From the statement in http://forums.manageengine.com/topic/servicedesk-plus-api-16-1-2010 As of now, you will be able to only submit information to ServiceDesk Plus and we doesn't support querying or requesting information from the application
Is there a limit to the request ID number?
Just curious, is there a max number that the request ID goes up to?
New Incident drop down Sub Categories
Hi, I am using Service Desk Plus. I currently am creating a number of templates to be used on a new helpdesk system that we are implementing. However due to the number of new templates created the "new incident" dropdown in the top left of the screen is now not able to show all of the templates without having to scroll down the page. On the orignal install of the service desk I noticed that there are categories and subcategories in the 'new incident' dropdown. Is there any way of me segregating
How to make a Technician a Purchase Order Approver?
Hi, We are using version 7605. I want to make a Technician to be an approver of Purchase Orders. I can do this for Requesters, but can't see any option to be able to do this for a Technician. How is this done? Thanks Paul
How to link one service catalog filed with Active directory
Hi all, I wanna ask please about link a service catalog filed (drop down list) with AD that should retrieve all names there. please let me know if there is a way to do that . thanks a lot
How do I change an asset from a Server to Workstation?
I have not found the reverse process, I went to Admin> Asset Management> Product, notebook is selected, but still appears in the server inventory tab. Can you help?
SQL 2008 R2
Will the latest version of servicedesk work with sql 2008 r2?
Device Scanning
Hi , Does we scan Thinclient in Servicedesk Plus & how it works. Regards, Vaishali
Issue with approval stages
I submit for approvals (SDP 8.1 beta). I create two stages. first stage status is "Pending approval". second stage status is "to be sent". When the first stage is approved, request approval status changes to "to be sent". After that second stage approval status must be changed from "To be send" to "Pending approval", but it doesn't. Can you explain why does it happen? Mail notification system is working.
Parse e-mail format
Hello, quick question on desired operation. Just testing the e-mail parse function. When a request is generated this way, should the parse data show up in the request description as @@DATA=value@@. The subject was parsed without the @SDP@ appearing in the request name, but I have the text @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects Group@@ @@GROUP=Printer@@ appearing
Service Desk Dashboard
Does the SD Dashboard have a refresh rate? I would like my to have a display in my department displaying the Dashboard and have it accurate.
Sites not Listing for Technicians
Hello, When going into my Technicians I'm not provided with a list of all my available sites(which i have 13 in admin -> sites)? i all have showing is "Not associated to any site" ? Everything was imported from AD, Is there a easy way for me to get the sites in the listed for technicians, i'm on the latest version 8.0 Build 8022
Can you remove or rename the default request template somehow?
I can not figure out a way to do this. My legal department is implementing service desk to control their workflow and they have very specific request types they do not want a 'Default' type, they want to at the very least rename that to a different name? Thank you for any help!
Query on Service Desk Plus
We have plans to purchase Service Desk plus software however we have few queries on the same. 1. Barcode Scanning Software - Is there an option to integrate Service desk plus software to any third party barcode scanning software (for Asset tracking/management) 2. LDAP Authetication - Can this tool be integrated with IBM lotus notes mail?
Call Escalation in Service Desk
I have created a technician group who can only see the calls assigned to them and provide a resolution.They have no assign rights. I want to know that if a technician needs to escalate the call to L2 how can this be done .
Can ServiceDesk group emails under one ticket?
We're using Service Desk to manage live production issues. We have successfully wired it up to an email address so new issues just need classifying and assigning. However replies to the original email end up creating new tickets, which rather defeats the objective. Can it be made to recognise replies and group them together under one ticket, much like how a CRM system works?
Desktop Central Intergration
Hi, I've been trying to put forward a busines case for more Nodes to use within Service Desk plus, however, a colleague has asked a couple of questions which I can't answer. Currently we have around 500 nodes within Service Desk and 500 within Desktop Central, I'm trying to up the Service Desk nodes to around 1000 so we can scan and audit all our servers, printers, laptops, desktops etc. My colleague has pointed out that within the Service Desk documentation it states: Desktop Central activities
Service Desk - Multi Domain
Hey there, In my environment currently we've merged with another company, So right now we have 3 trusted domains LegacyDomain1.local , NewDomain.Local, LegacyDomain2.local We are looking to start using the ServiceDesk Pro before we begin having everyone log onto NewDomain.local. Currently I've imported All users from LegacyDomain1.local and LegacyDomain2.local into the servicesdesk, we will have users and technicians using their legacy domain credentials to enter/resolve tickets. My question
Service Cataloge - requester permissions
Is it possible to restrict certain requesters or requester groups from accessing service categories or service requests?
how i can change login interface in servicedesk plus 8
hello great fourm i want ask two qustion firist how i can change login interface in servicedesk plus 8 to put it in web portal and second question how i can support remotly site work as workgroup can please explan how to make this if u can by photo to understand best regards cute man
Automate Service Request assignment by Service Category
Hi, I can't automatically assign a specific technician to a certain Service Category. Example: I configure in business rules the criteria is Service Category > Application Login, the action is Assign to a technician. If you'll have any workaround in mind that would really help me :) Please advise!
Can I pre-install remote control agent service on PCs ?
Hi there, I was wondering if there is a way to pre-configure or install remote control agent service on a PC in a deployment stage so that we wont need to wait long for the installation process when we use Remote Control in Asset management in Service Desk Plus. I tried to use the file "agent.exe" that is being copied automatically on C:\ when the remote control is initiated but it didn't work. I installed it as a normal application but then when I tried to use remote control it started the whole
Data Migration SDP
Dear Support We have a customer that use Service Desk Plus, but now they want to use Customer Support or Heldesk for MSP, so is there a way to migrate the data from SDP( indicents, users, etc..) to Customer Support or Helpdesk for MSP. Thanks for the Help!!
Service Desk Plus Performance Issues
We are new users to SDP, and are pretty happy with it overall, however we have noticed a few places where the system seems to take longer than normal (20 to 25 seconds) to respond, when a new incident is being saved, when closing a incident and when assigning techs and groups. The db is a MSSQL 2008 r2 in a cluster with 32gb of ram and dual quad core procs. The front end server is running in a VM, with 6gb of ram on a Cisco UCS host with dual 6 core procs. Any thoughts on how to speed these processes
8022 Hotfix Released over ServiceDesk Plus 8000
Dear Users, Hotfix over 8000 ( 8022 ) released. And you can refer to the details from the below announcement link for more details. https://forums.manageengine.com/topic/8022-hotfix-released Regards, Srikrishnan ServiceDesk Plus.
Safari 5.1.1 and OSX Lion 10.7.2
Hello, I was wondering if you have started to or plan to support the default web browser on Macs, Safari? Attachments are saved as FileDownload.jsp and HdFileDownloadServlet. Thanks.
How can I give a Technician permissions to edit Requester details using Roles, without giving them full admin rights?
Hi, I've created a 'Role' for some of the technicians in our remote office to be able to manage requests and assets. I also want them to be able to create or edit existing requesters to update the details for users at their site, however I cannot figure out how to do this. I've had a look on the forums, and there are a few references to using the'Editing Requester' permission in the Role under 'Advanced Permission'. I have that ticked, along with 'Adding Requester', however it does not give them
Release Tracking
I'm after a bit of advice with regards to releases. Currently I'm using Requests to track releases. A call is raised for an issue that needs to be addresed, the developers develop and add a VSS path via a note, this is then approved for PRE via notes, passed to a technician to release, the outcome of the release is recorded via notes again. This is repeated for SYS, UAT and Live, with redevs inbetween. The problem I have is once an issue has gone through several version numbers the notes section
Importing different product types with same asset name
I'm trying to import new assets into the printer (IT asset) product type, however some of the printers have the same asset name as our wireless print servers (non-IT asset) product type. I understand that I cannot have two assets with the same name under the same product type, however I assumed that if they were different product types the name wouldn't matter. Can someone please explain in detail how this works? Thanks for your help!
FCR reporting?
I'm just wondering what other ServiceDeskPlus users are doing for First Call Resolution reporting. We've never gotten a report to work quite right... I want to know when someone Resolves a Phone Call mode ticket as they are opening it...and I want to know if someone Resolves an Email mode ticket the first time it is edited--so more of a First Contact Resolution than First Call (luckily the acronym is the same). Does anyone have similar reports working for them?
Change Management vs. CMDB
I've heard a lot about CMDB being included in ServiceDesk Plus 8.1 . Is that the same function that is Change Control in 8.0 Enterprise Edition? The online beta is Plus, and it has some of the Change requests in it. This is probably a simple question, but I am having a difficult time understanding the difference between CMDB and Change Control. Thanks, Dave
Build 8017 on linux?
Is Build 8017 just for windows? When I go to the service pack website on our linux server I only get the download for build 8007. Thank you.
Resize Solutions' "Contents" text box
In the Solutions module, is it possible to resize the "Contents" text box? It's too small and we'd like to make it larger. Thanks!
Dashboard displayed on login page
Is there anyway to display the dashboard on the login page or other off sight web page? Thanks, Bill
Invalid License file - Error 1067
Hi I created and Exchange server and we cannot login to our smtp and IMAP servers(Incoming tab). We got an error saying about trusted self sign certifate, so we followed some steps to create a file called “jssecacerts” and we did that successfully. But when I try to restart the ManageEngine ServiceDesk Plus service, I got the following error message: “Windows could not start the ManageEngine ServiceDesk Plus service on servername. Error 1067: The process terminated unexpectedly.” Was trying to
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