Approval status
ServiceDesk Plus Why does Approval status read as N/A on some changes. Even though they have been approved for change by Cab committee.
Changing Request ID
Good Morning All, Hope this finds everyone well. We've recently added ServiceDesk to our Internal Network and have been very impressed with it so far. I do have one question at the moment, however. Is there a way to change the way that ServiceDesk labels Request ID's? It appears that, by default, it labels them by number, starting at 1 and incrementing up (2, 3, 4, etc.). Is there a way I could make it, lets say, have it ID the Request based on the date? For example: 09170903 - Request 3 on
Given an Asset, find all Changes that affected it
Hello, I couldn't find a way to perform a very simple but important action: given an Asset, find all Changes that affected it. I'm sure that there must be a way, I'm just not finding it. Any hint?
distributed asset viewer in 7506
I found this info in the 7506 admin interface: "ServiceDesk Plus will help you scan assets distributed across multiple sites. Install AssetExplorer in your remote sites where you want to scan assets. When scanning is complete, you will be able to export the data from the remote AssetExplorer server in the site and import it in your central ServiceDesk Plus Server. " what does "export the data from the remote server mean? how do i do this? most of my remote sites are really just home employees. When
DMZ Installation
Hello, I have the following question: Do to security restrictions in my company, applications with external access can't be installed on servers in the internal network. What's the best way to implement SDP in a DMZ scenario without having to open WMI and SNMP from DMZ do internal. Thanks, Leonardo Almeida Cruz
Notification for Requester-Replies does not work
I have some troube with the Option "Alert(or Notify) Technician by Email when there is a new reply from the requester": We have set this option to have our Technicians informed about incomming replies to existing Workorders. Normally the content-message of the reply is shown in the Notification. After the Upgrade to 6.0 it looks like that only the content-message of the main workorder is included in the Notification - not the message from the reply. I need a solution for this issue really soon. During
Cannot log on as Administrator
Hi Guys, Just installed SD+ (build 7506) for the first time, only a small company and I'm the only tech so I installed the Free Standard version. I remember setting up the config to not let users log on locally, only through their domain, now that I have logged out I cannot log back in as the Administrator! Whenever I use the username 'Administrator', click into the password field it shows in the 'log onto' field as "Domain Not Found", and wont allow me to log on. I haven't set up any other administrators
Tracking flash memory cards
I am seeking the input of anyone regarding tracking small flash memory cards in inventory. Do you or do you not do it and why and how? One issue is the very small SD cards in phones cannot be labeled, another issue is there are so many and people lose these all the time, they are cheap, and finally, I don't see it as any different than somebody losing a DVD that holds as much or more data, and we certainly don't track DVD media. However, there may be a good case to track these.
How to setup Tech/Manager?
I want to be able to setup a Manager for a specific area of SD+ so that he can see all his requests, all requests assigned to his Technical Group, and all requests that were initiated by his Business group. Is there a way to do this right now? I know we have the Department Head feature, but this is not available for technicians. I think if it would be made available, or if there is a way I can do this it would solve my current problem. Thanks, Carlos
Dear Advent Engineers
I would like to ask about is there any thing in your software working on PMO like ITIL you have service desck but we need one to apply the PMO in the orgenization is there is any thing like this its urgent please... Alaa Saeed
Calandar, Asset Checkout, and Technician Profiles
I am very impressed with the Service Desk product and am in the process of previewing it to the LAN shop in preparation for purchase. The Active Directory Hotfix was right on target. Some features that would be of tremendous benefit to my organization would be an integrated calendar to schedule tasks and projects, an asset reservation/checkout for items such as Laptops, and the ability to enter technician profiles so that tickets could be automatically targeted to the appropriate person(s) automatically.
Database schema ?
I've see many posts where people ask what table holds this or that and what the links between the tables are. Has any thought been given to posting the database schema with some info of the most common database questions?
Requester to technician function
We recently upgraded from 7022 to 7.5 build 7509 and I can not change a requester to a technician. we are using Active Directory Authenticaton.... We have done the suggestions mentioned in:http://forums.manageengine.com/#topic/49000003514442 which suggested deleting the records in the table: aaaaccsession
Timer for "Yet to be picked from group"
Hello If a request is created and nobody assigns to it there is a remider sent out. Can i change the time before the reminder gets sent? Think it´s about one minute now and that doesn't help alot.
AdventNet ManageEngine ServiceDesk Plus issue
hi i have install trailed version "AdventNet ManageEngine ServiceDesk Plus" on below configuration Windows 2003 enterprise server on this server IIS server running with existing sites. after installation of "AdventNet ManageEngine ServiceDesk Plus" it not working. when i connect to http://localhost:8080 it's not showing "AdventNet ManageEngine ServiceDesk Plus" home page kindly revert back on this Rg. Shailesh
Information Required
Hi All, We are currently looking at an alternative product for our current service desk application. Service desk plus seem to cater to our business requirements.From experience we ran into many technical issues ( that couldnot be solved by vendor) after our current product was implemented in the organizaion. Hence can you provide me with your feedback on this product for better evaluation. Thanks in advance. Greg.
Jun-Villanueva
How to Adjust Request Ticket Number sequence to my old sequence of Data ticket.
Conversation history extraction
Can anyone tell me which table the data for the email history of an incident is kept in? I need to create a report which details the basic call details and it's email history and can't find this data anywhere.
reset request counter
it's possible to reset the request counter in service desk? thanks
ServiceDesk Plus MSP Edition
Hello Forum Team of ManageEngine, I tested ServiceDesk Plus MSP Edition, and the ServiceDesk Plus Professional, Both seems to be the same in slight things, where is the greatest difference is that the MSP edition is for IT Supporting Companies to logged incidents from their clients. Can someone please to be so kind to provide some more insight on the MSP version What's the expected date to be out of beta? What editions would there be? Free, Pro, Ent. What would be the difference in features between
how to integrate SDP with other system in user authentication and single sign on
Dear support: we are currently using SDP 7020, now we would like to integrate SDP with our OA system which is used everyday , so our users does not need to log on SDP separately. btw, we do not use microsoft domain. The OA system stores all of our user info , login name and passwords etc. its database is MSSQL that we can access its user table if needed. so is there any method we can do this? any open APIs ? or any steps currently available? Does SDP7.5 have this ability? if yes, how ? so we
Resrict the task?
Hi I want to restrict the task to the technician and requester only. Please advise how can i configure the same.
ServiceDesk needs the In-Reply-To-Feature in mail headers to allocate an reply to the right ticket
Hello, we use a Mailsystem (Kerio Mailserver) which does not use the "In-Reply-To" in its mail headers when you send a reply to a mail. For this reason ServiceDesk creats new tickets when someone replies to a mail a technican send him oder her instead of allocating this reply to the right ticket. I´ve read about that here: http://forums.manageengine.com/#topic/49000003377088 Seems not to be possible to assure Kerio to use the In-Reply-TO in its mail headers. Is it posssible to prompt ServiceDesk
Unable to link multiple changes to a single request
Hello Support Team, Is it possible to have mutiple changes linked to a single request? Currently, SD+ doesn’t allow me to do this… Your feedback please. Thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point
Unable to edit Custom Reports due to error message
Hello Support Team, Please could you assist us with this problem. Details you can find below: We would appreciate a quick pickup and response from you. Please find my contact details in my signature below. Preferred contact method is telephone. Awaiting your swift response, thanks in advance! Kind Regards, Ebbele Wijnstra Application Support Engineer & GI-D Focal Point Shell Asset Management Company B.V. Group#: +31 (0)70 3199 215 Direct#: +31 (0)70 3199 355 The registered office of
Rename Site?
If I rename a 'Site' (I currently only have one), will everything associated with the site's old name automatically follow, and still remain associated with the same site with its new name?
Problems with import from Asset Explorer
Hi there. I�ve installed Asset Manager (Free Edition) in one of our remote sites. I�ve updated the configurations of the Asset Explorer server so that i could export the assets. Now, in the Service Desk Plus, i try to import the assets and i receive the following error: Problem while importing the assets : Already a row with the same set of primary keys found in this object, this row already exists in this dataobject [SystemInfoDomain, MemoryInfo, ResourceState, ProcessorInfo, PortInfo, DriveInfo,
V7.5 - Distributed Asset Scan Agent
Don't seem to be able to track down the download for the agent for scanning machines not on the network. Anyone point me in the right direction please - I asked during the Beta and got answer "The Distributed Asset Scan will be a seperate download as in AssetExplorer. And as of now this feature is not completely implemented and tested. We will let you know once it is through." Not heard anything about it since and now 7.5 is out I sort of thought it would be 'obvious' Andy
7.5 - Asset Explorer Install
I may just be completely missing this, but it says install asset explorer at a site to have remote updates of assets. Where is the install of this? Is there any documentation on how this is integrated into SDP 7.5? Or is this feature not fully enabled yet since it is in beta?
Standard Change Type
We do not want any of our changes to be pre-approved. How do we remove the "Standard" change type from the list of selectable change types?
Who can log calls via an external mail address?
Hi all, newbie here, I logging a call via my gmail account to our Servicedeskplus application at work. The call was logged and a new requestor was added with my name and gmail email address. This concerns me as it means we could get spammed with bogus requests via an external email address. I am interested in the rules governing if an external email to the servicedesk email adress will result in a request being logged. In my case I believe the call was logged because my name in Active Directory matches
General Question
What causes a Change Request to be "Approved by System?"
Adding / Closing tickets is very slow
Hello, We are finding that lately our Service Desk is running quite slowly (Version : 7.5.0 Build 7508) Adding a contact or in particular closing one takes 5-20 seconds where it used to take 1 perhaps 2. We are wondering if there is some kind of maintenance or optimization that we should be running on mySQL or alternately if we should migrate the database to one of our SQL 2005 servers. The server that houses the helpdesk is a reasonable (if single core) machine but it does have plenty of hardrive
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
ServiceDesk Java High CPU utilization
When DB is MS SQL - Java.exe utilize about 70-100% of CPU. Switch back to MySQL turns a normal CPU utilization - 1-5%. It is a feature by default? I tried it on different OS (WinXP, W2k3 Standard, Enterprise) and is always the same. I want to use MS SQL but I don't like such a high CPU usage.
Can we run multiple MS SQL Server instances on the same DB server
We are currently running two instances of ServiceDesk Plus, one in MS SQL Server and one in MySQL. We want to convert the MySQL to MS SQL Server and run it on the same DB server. Can we just setup the database instance with a different name (other instance DB name is servicedesk)?
license renewal !!!!
what is the difference between perpetual license and annual license? What will happen once the annual license expired and forgot to renew? The system will stop running or something else? Thanks a lot for your answer in advance.
To create a survey with different questions and different level of satisfaction
In a same survey, I would like add two questions with a different level satisfaction. Question 1 ? Answer YES or NO Question 2 ? Answer Satisfied / Not Satisfied / ...... Could you help me ? Thanks in advance Robert
Oracle?
do i have to use mysql as the backend or does support desk support Oracle at the backend as well?
Prefix for Purchase Order No.
Hi Service Desk Plus Supportteam, is it possible to add some kind of prefix to the PO No.? We're working with 5 digits (a letter and four upcounting numbers (example: B0005, B0006, B0007 and so on)) in the moment and think about using the year with a following number... Thanks a lot, Albae
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