Asset Deletion
Hi, We have deleted assets but after a few minutes they show back up as Workstations/Servers that failed during last scan. The scheduled scan has been disabled. How do we permanently remove this assets ? Thanks, Jon
Attachment accessible thru URL
Hi, while testing some url's i noticed that via the url /workorder/FileDownload.jsp?module=Request&ID= the attachment for any given ID is available for download by non registered users (aka for the world to see). Is this a bug or did i miss something in the configuration?
Users - Requesters
If we have more than one user requester from a Company can be created some filter from one of them to see all the cases his company has open/closed, etc. Regards.
Custom view per filter
I would like to suggest an idea. Have a custom column view per filter. example: I have a filter to show only OPEN requests. Within that filter I want to see ONLY the following columns: Name, ID, Create Date. I have another filter to show PENDING requests. Withing that filter I want to see ONLY the following columns: Priority, Due by date, Subject Is this possible?
Customization
Is it possible to disable the home page in Service desk, we simply want the customer to log a ticket in the request module
Selective Asset Scan
Hi, How do we do a selective asset scan. We do not want to scan all OU's in a domain but only the needed ones. How do we set this up ? Thanks, Jon
Issues with the latest browsers
Users, I am listing down all the issues that have been reported regarding various browser in this thread so that it can be tracked easily. IE 9 Sorting is not in alpha order for Category/Sub Category/Item display. [ Fixed in an 8015 ] FireFox 4 & 5 In the resolution tab in request details page, even if the resolution is entered, it says 'No resolution entered'.[ Fixed in an 8015 ] While editing a solution, the description is blank and appears on refresh.[ Fixed in an 8015 ] Inserting inline images
Assign a Template
Is it possible to have a specific template automatically used depending on which E-mail Address a query was sent to? Currently, I have a number of mailboxes which users send requests to. Setup in Exchange, I have a transport rule that moves all of the mails to the supportdesk mailbox. Within SupportDesk I then have a business rule that looks at where the mail was originally sent to and makes changes dependant on that. This system works well however, recently one of the techs has asked if all their
Register A first Time Fix
Hi how in manage engine do you register a first time fix at the helpdesk ? How would it be identified in reporting ?
Changing Mail Server Settings
I am trying to change the email account used to fetch and send emails to SD+. I stopped mail fetching, made the changes on both the incoming and outgoing page, and restarted fetching. SD+ receives new requests sent by email to the new address but it continues to default (FROM field) to the old email address for replies. I have also restarted the SD+ service on the server but there was no change in behavior. There were no errors when the outgoing email information was saved. The new account
Content Variables - Logged In User & Description
Two questions: 1. We do not use the "Alert the following technician(s) by e-mail when a new request is created" notification because when the daily preventative maintenance tasks are created each morning, these are included in this notification and we don't want to be notified of the PM tasks this way. So, we have a business rule to email Technicians of a new request. Much to our disappointment, the email template here does not contain a "Description" variable. Therefore, when we get the, "A
Mimimum Technician Time
Is there a way to set the mimimum time for a technician? In our case, we have a minimum of 15 minutes even if the ticket is 7 minutes, etc. Thanks in advance...
Migrate dB from 2005 MSSQL to 2008 MSSQL
Is there a faq for this? I'm looking specifically for the "pointing the app to the location of the new db" part. Thanks
Shipping/billing address size limit in Purchase
The last Mac browser that allowed me to enter more than 30 characters in the Shipping Address and Billing Address fields when creating a new PO was Firefox 3.6.23. Chrome, Safari and newer versions of Firefox do not allow more than 30 characters to be keyed or pasted into those fields. Firefox 7 on Windows also has the problem. Explorer 8 seems to be fine. This is true for Service Desk Plus 7 and 8. any idea what's going on, and when a solution will be available? thanks
Change Management workflow
Hi, I have been using SDplus for a number of years and find it a great product. Recently I decided to upgrade to the enterprise product to use the change management function, and am having some trouble getting my head around it. I've read through the admin guide but still have some questions When a technician raises a change why are they able to choose status?, specifically the approved status. The workflow that makes sense to me is that all changes default to a status of requested, except for
one font + size for manage engine
Hi, How can you set one font & size for manage engine? I dont want people to change their font and size. Thanks! Wesley
Last Resend for Approval Date
I would like the request for approval, "Sent On" date to display the most recent date that the approval was sent on. Either it be the one time I sent it, or the last time that I resent it. Right now, it doesn't change from the first time I sent the first request for approval. I have two requests that are waiting to be approved. I went to "Resend for Approval". Closed the request, did something else, came back...then I forgot which one I just resent for approval. What I'd also like to know
Modify Change request template.
Hello, how I can modify template for Change request? Is it possible, for example, remove "Service Affected" and "Assets Involved" from template? Regards Pavel
Requester detail information
Hi, I'd like to disable some filed in "Requester detail" area. Is it possible to do? or maybe just not show some field it's ok too.
Role for calendar admin
Is there a way to set up a role for someone to view/modify all technicians calendars?
request closure.
how to prevent user from closing any requests but before closing all the included tasks first.
Hardware change tracking
Is it possible to track changes for hardware? Example: John Smith wants to start using Jane Doe's old machine. The host name would change from www-s135-smith to www-s147-doe. We want to track any changes made by the host name. What are some suggestions on how to do this?
Hiding Knowledgebase/Solutions articles?
Hello We currently user our Knowledgebase/Solutions in Manage Engine Servicedesk Plus for our internal IT group to document procedures, and known issues. In the near future, we'll be allowing our end-user community access to the Self Service Portal to enable them to open their own tickets and/or view status on their open tickets. They have the option to use the Knowledgebase, but the issue is if there is a way to hide certain solutions so that only certain groups can see them. Point is, I don't
Self Service Portal Settings
Hi there, Please can you explain how a requester can close their own request using Self Service Portal? I have selected this in Self Service Portal settings but logged in as requester cannot see how they would do this? Many thanks, Angela
Disable request creation though email
Hi, We use email fetching. This is because when a user reply to a email sent to them though SDP, but they're using outlook, there is no log of the conversation. With email fetching it picks up the reply and adds it to the correct log. The problem is if someone sends a email to the account we use SDP adds it as a new fault... So if a user has a Out of Office message on and we close a call and SDP emails the user to let them know the call is closed. The out of office message gets added as a new fault!
How to install ManegeEngine on Oracle Virtual Box?
Good evening all, I'm a student and we have been given a task to evaluate help desk software. We need to configure it according to our task and then demonstrate it to the class. In order to do this I need to be able to install it on Virtual Box. I tried to install it but got an error when I tried to run it. Is it possible to install the software on a virtual pc in virtual box? Thanks for the help..
SDP Servlet API - Obtaining response
Has anyone managed to obtain the XML response from the servlet APIs in SDP so that it can be formatted into a more friendly format for users? I have tried using JavaScript within an HTML page to utilise the XMLHttpRequest object but I find that responseXML property always returns null. Any help appreciated.
Custom report for future PM tasks
Hello, I have set up many preventative maintenance tasks and would like to generate a report which would show me all future pm tasks, not only requests generated from the pm but all upcoming ocurrences of the pms. Any assistance would certainly be appreciated. Thanks! Brian
Request Reports - Impact and Urgency missing
Just a quick one... Is there any reason why Impact and Urgency are not included in the list of Available Columns in a custom report? Again I would have assumed these fields would be included in the standard list. Could this be added as an 'enhancement' for inclusion in a future release? Looks like we are going to have to write our own SQL joining query on the Urgency table in the mean time, however the formatting doesn't allow us to, for example, create the matrix reports... :( Cheers, Lew
better support for firefox and other browsers in servicedesk plus
is there gonna be more focus on getting multiple browser to work properly with sdp ? I use firerfox 7.0.1 and there are some issues with sdp where fx I wanna close a ticket and I go into solutions and typre in the info select close and hit save. now it closes the ticket but, the info I typed in is not saved and when I go to the ticket the solution feild is blank. We are running atm sdp version 8016. I have seen this problem also with messages on the home tab that when you make one in firefox it does
Email HTML
Hi, A great feature would be the email format sent by ServiceDesk in HTML format. The attached file seems to be "not so cool" as the Application interface, and will be more easy to read the requests by users. Kind regards Fernando
iphone app
New iphone App for Service desk doesnt has Domain selection. How can loggin with AD authentication+
Personal template
A lot of our technicians asks for 2 kinds of templates : personal templates and global templates, otherwise the sd+ admin receives a lot of requests for "personalised" templates what results in a very long list. Best regards, Mark Flothmann
Technician specific Request Templates
Is it possible for a Tech to create a Request Template that is viewable only to themselves? Since we have people who work on individual things, it would be good if they could create a template for themselves which nobody else would be able to see as it would be irrelevant to other Techs. I have looked for this but can't seem to find an option. EDIT: In addition to this, it would be useful to be able to have Templates that are specific to a requesters location. Again, some of the Templates are irrelevant
Question about request details for technician
Hi, Is there any way to customization request details for technicians? maybe just re-arrange column or better to group, colorize, show, no show, etc. For more clarification, i attached the area for request details for you. Thank you very much.
Asset Scan Problem
Dear Sir, These days when ever I tried to scan an asset which name is 2265 that has assigned to specified user A, the system automatically rename this asset name to for example 2265_old which assgined to user A and user A and rename another asset name (f.g 1014- which has been assigned to user B), to 2265. I mean this problem has happened for about two or three months and I have never faced to such a this problem before. so please help me !! Thank you in advance, Best Regards
Approve requests.
Good afternoon! Tell please, whether it is possible to approve some requests at once? Without clicking everyone.
Change asset state by asset scan
Dear all, I would like to ask you to help my understanding of business rules: Currently I am updating our asset db. Going through the available assets one question came to mind: Is there a chance to create a business rule for the asset management? i.e. creating a new b-rule that changes the asset state from "in stock" to "in use" if the asset was successfully scanned? And vice versa: if the asset failed to scan for "more than 30 days" or "more than 60 days", the asset should change back from "in
Asset History
Is there a way to view the history of who and asset was assigned to?
Remove Extra Domains From Login Options?
For some reason after enabling domain login a collection of extra domains/workgroups appear. Is there a way to limit the options which appear to just Local and the Domain. Below is a example of what is there COSTCO COSTCO.COM (Domain) WORK GROUP Local Authentication Failing the ability to remove the additional options is it possible to set the default? Thanks
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