Business Rule : Place in Site
Dear All, I have created a multiple site in SDP. Is it possible to create Business Rule on Default Site with action Place in Site --> destination site. This is because my user using email to send request to SDP and with specific format on subject let say begins with "DC1" will be place on Site DC1. Reagards, Anton
stop timer
when i click on stop timer..a box shows up with an idea and a text field..i would like to make that text field mandatory..tell me how to do so please
Identifying & scanning ThinClients as workstations
Hi there We recently moved from normal Windows workstations to Linux based ThinClients that connect to Citrix servers. Now - as already mentioned in this very old post: https://forums.manageengine.com/?ftid=49000002663641 - we have the problem that those workstations get only identified with their current IP, but cannot be scanned more detailled (it throws a connection error). I also cannot add all details to such a workstations, because SD+ will add the same workstation again as soon as it is deteced
Assigning Assets to a workstation does not work properly within a particular Asset
We discovered that in SDP 7.6 (Build 7611) there is still an issue that has been there since 7.0: When you are in the Edit-view of an asset and make an assignment (In use...) to a Workstation, the "Associated to" Name & Department are not properly saved! The workaround is, to make the assignment of an assets to a workstation (In use...) in the Asset overview list. But this takes more time to get to for every asset. See the screenshots below for clarification of what problem I refer to: Step:
Disappearing Asset information
We are currently using ServiceDesk Plus 7.605. When we dispose of computer assets, we mark them as disposed, and move them to a Non-IT asset category (example: HP Desktop - Discarded). We do this so that ServiceDesk does not try to scan those assets, and for better organization. When we move the records, we use the "MODIFY TYPE" feature. When I ran a report of the discarded assets, I found that the machine information (serial numbers, hardware info, etc...) was missing. The only thing that remained
User Reply to Request Does Not Include User's Reply
Good Afternoon, When a user replies to a request, I want to be able to see the user's reply in the email without having to go to the web interface. Currently, all I see is the original ticket description. This is very unhelpful. This is the template currently used when "when there is a new reply from the requester": Request Title : $Title Created by : $RequesterName Description : $Description Click for details : $RequestLinkPlease let me know how I can accomplish this. Thanks. ~James Murphy ServiceDesk
SDGuest
All the requesters that i imported from active directory have SDGuest as their roles..i would like to edit this file and change it..so that the users can only view an incident..i dont wan them to add or edit it in any way..please let me know how i can do this
SD Version 8, notification rules issue, reply from the requester.
Hi, we updated from version 7 to verion 8 latest build and since that change we are experiencing an issue with one of the notification rules: "Alert(or Notify) technician by e-mail when there is a new reply from the requester." The email is sent out to the technician correctly, so that acutally works, its just that the content is not correct. The actual reply message is not displayed in that automated email. The only thing which we can see is the original message (request/incident) but not the reply
backupdata.bat not working....
Looking to migrate from mssql to mysql and move to a new server, my SD+ installation generates this at the end of running backupdata.bat on my server. SDP 7.5.0 build 7509 File added to zip ..\inlineimages\WorkOrder\5609\0.jpg File added to zip ..\inlineimages\WorkOrder\5759 File added to zip ..\inlineimages\WorkOrder\5759\0.gif File added to zip ..\inlineimages\WorkOrder\5814 File added to zip ..\inlineimages\WorkOrder\5814\0.gif File added to zip ..\inlineimages\WorkOrder\6315 File added to zip
Work stations Inventoried
Have a question. On the asset summary it shows total workstations 73, total assets scanned 73 however it shows total workstations inventoried 72. I found the system, what should i do with this machine? Scan again or is it something i can edit on this pc information.
ServiceDesk PLus v7.6 - Request Numbering issue
We are currently in the evaluation and testing stage of implementing ServiceDesk Plus. I have noted that whenever a customer replies to an email sent from a request, that a new Request ID is allocated to the original request, and consumed. This means that at the top level view of all Service Requests, the numbers do not follow a sequential order. That is, we see a list of requests with numbers like - 1, 2, 3, 5, 8, 12, 13, etc We would prefer that replies to request emails are not allocated
SMTPs problem
Hi to all, we are migrating our messaging service but i have problems with SMTP configuration. This is the log that i found. The same client configuration on thunderbird works flawlessly. Any idea? Thanks Enrico [13:36:12:563]|[05-31-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[46]|: Exception while trying to send notification for Request ID : 14940|com.adventnet.servicedesk.ServiceDeskException: Mail sending failed. at com.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1162)
Scanning assets of the ISA server
Hello assests managements scan all pc and servers, however it can scan the isa server 2006, i have allowed full access from the service desk server to the isa server and from isa server to service desk server. Yet i get RPC error. The logs does not show anything denied. on the ISA server I logged into safe mode with networking thinking it will work but no. I did notice that i could not ping this machine when the ISA services were stopped, but when the server is booted normally i can ping when the
Assets - Software Problem
I just started working with the Manage Engine Service Desk Plus Tool. In my company we made a scan over all the workstations and also the software. Until now I changed the type of scanned Software from unidentified to managed. after I did this I chose a Software folder and chose "associate minor versions" to pick the changed software and insert it. (for example: a new scanned showed me adobe reader 8.1, I set it to managed and after that I chose my already existing software Adobe Reader and inserted
Support Tab
Hi. I have just got the problem where when clicking on support the page that appears is blank. Can someone please help Thanks martin
SDP 8002 still duplicating requests!
I am running SDP 8002 and still have an issue with new requests getting created from responding to existing requests. 1. Have a user create a ticket through e-mail. 2. Have a technician respond back to the user through SDP. 3. When the user responds back to the technician a new ticket is generated. I wish I could just easily revert back to 7604. Where are you Patch 8003?
Unable to edit description after saving
Hello, After creating a new template and inserting HTML code inside of the description, we are unable to edit the description field without deleteing the template alltogether. I have attached a screenshot of the issue. Thank you, Samir
ServiceDesk 8 and Software License
When adding a software license, one can fill in an expiry date which is handy. I don't think there is a possibility to get an expiry notification out of the box but would it be possible to generate a query which shows all the software licenses together with f.e. this expiry date?
"Unable to create task. Selected computers are not available in DC"
"Unable to create task. Selected computers computername.domain are not available in DC" when attempting to install software via Service Desk to a computer. I click on Select Workstation and I pick the workstation but when I click save I get the error above. The only thing of note is that in Desktop Central the PC is listed by just its name with the domain it is connected to. In Service Desk Plus it is trying to connect to pcname.domain. I can install to a user with no issues.
SDP 8.0 CC field auto popluated when I reply to a user from a request
How do I turn off the reply template automatically CC'ing the technician when he/she uses the reply button in a request?
Issues with "Alert Request Owner when the associated Task is closed" notification rule
hello. I have met some problems with notifications.The notification rule "Alert Request Owner when the associated Task is closed" doesn't work. Installation's version is 7.6.0 and the build was 7608. Because of this issue I have upgraded it to the build 6711, but it does not make sense. I'm attaching 2 print screens. One is the screen of "notification rules" you can find there that I had checked appropriate rule. And the second screen is a result set of this query - SELECT * FROM notificationcontent
SDP 8001 Notification Rule broken
Since the upgrade the notification for "Alert(or Notify) technician by e-mail when there is a new reply from the requester." is only returning the original request every time instead of the whole chain like it used to. Anybody else? Thanks
Notifcation emails not working in v8
Prior to upgrading to SDP v8, when a technician was notified that a requester replied to a request via email, the text of that email was included in the notification email to the technician. Now the text of the reply is not included in the notification email to the technician. There is just a link to the actual request. Can you tell me what field I need to include in the template to see the reply text in the notification email?
Service Desk Plus Purchase Order Requester
Hi All, We have been using SD Plus for a number of years now and would like to make the move to using the PO part of the application. I can see where you can make a requester a PO approver however cannot see where a standard requester can actually create a PO. Can this be done or can only a technician only create a PO? Thanks Brett
Sending a reply fails
We get the following error when we try to reply in a ticket.. Exception while trying to send notification for Request ID : 15905 Mail sending failed.
Unable to Link Requests
I have been attempting to link a number of requests however I always receive the following error message - HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 13 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
Cannot Act on the Change Manager role
I'm starting the configuration of the Change Management; in the administration -> users -> role management I cannot edit the SDChangeManager role to add some of my user such a Role, since it is not possible to edit such a group, as shown in the attatched file. This way I cannot define which users have the role of Change Manager. Did I miss any previous step, or is ther any config trip? I'm using ManageEngine ServiceDesk Plus 7.6.0 on Windows 2008 R2 with MySQL DB in Italian. Thanks
Error Editing Technicians
Please see attached. This error always happen when trying to edit a user in vain, Version 8.0 with new patch added. Problem existed even before patch was added. Regards Elvis Serret Central Bank of Seychelles
Daylight savings time has not changed
All the servers and PCs have rolled over to the correct time but Service Desk Plus is still reporting the time as being an hour behind which causes all preventitive maintenance tasks to be an hour late etc. We're using 7.6.0 Build 7608
User reply to a ticket response creates a new ticket
When a tech sends a reply to a ticket, and a user replies to that response via e-mail, it creates a new ticket rather than appending it to the original ticket. This has only started happening after upgrading to 8.0 Any way to fix? thanks
Connection to desktop central
Hi all, when connecting SDP plus 8 to Desktop central server, it does not connect to server. Any solution? Thanks, Regards, José Jorge Santos jose.santos@schenker.pt
Linking Desktop Central to SDP
We have just added Desktop Central to our IT department, and I'm attempting to get it linked to SDP. According to the instructions in Desktop Central for generating an authentication key, I should be seeing in option under the SDP Admin tab for Desktop Central. However, under the "General" section, all I have for options are Self-Service Portal Settings, Backup Scheduling, Data Archiving, and API. We are running SDP Standard, build 8000 and Desktop Central Professional, build 70126. Any help would
Unassigned Workstation and Workstation Scanned Count is incorrect
Under the Scan Summary section of the Assets tab the "Unassigned Workstations" = 29 but when I click on it I only see 6 listed. I've changed the filters and can't figure out where the remaining 23 computers are. Could you possibly share the query being used so I can run it and see what other computers it thinks are unassigned? ------------ Also under the same Scan Summary section it lists "Workstations Scanned" = 3706 but when you click on it the result only show 3405 (All Workstations, All
Unable to scan Windows 7
Hi, I can't to scan all Windows 7 on my network. This is error : Error : Either access denied for the user or the remote DCOM option might be disabled in the workstation Regards, Guillaume ROUCOU
ajax error when adding software license
Installed SD 8.0.0 Build 8000 with MS-SQL 2005 When I create a new License Agreement, I fill in all needed fields but when I click the "Add New licenses and associate" button the license window opens. I fill in all the fields BUT when I click the "Associate the agreement" button the following error happens : could this be solved?
8.0 Technician Drop Down Blank
Appears to be the same issue that happened when 7.6 came out, in the "Requests > Edit Requests" page the Technician drop down is blank in IE 8. This issue isn't happening in Chrome or Firefox. Here's the post from 7.6 with this issue https://forums.manageengine.com/#topic/49000003738480
SD+ V8.0 Reply problem
When a user replies to a notificationmail, SD+V8.0 creates a new request in stead of a new item under requester conversations. This is a urgent and important problem. Best regards MF
ServiceDesk 8 - Home TAB Missing Graphs
Sorry if I'm being vague but on previous versions when I would start ServiceDesk the Home Page would display a graph with the number of requests completed for either the week, last week, month etc... and I can't see it on the new version 8... Is it hiding somwhere - dashboard has some indicators but not for the day the user is processing Thanks in advance jason
Restore from backup
Hello - We are moving our ServiceDesk Plus to a new server. We have created the backup file, installed ServiceDesk on the new server, and are attempting to restore the data. When we do it is giving us "Access is denied" errors. Any ideas what to check first? Thank you, -Ashley @ Tessenderlo Kerley
Failure SDP 8.0 Upgrade
We have come across a major issue after trying to upgrade our SDP installation from build 7611 to version 8. The installation failed at about 98%, but I have been unable to roll the installation back and restore any of our data from the backup file. The front end of the application is saying that it is at version 8 which means that after following the procedure to roll back, the database thinks it is at version 8 so it won't allow me to restore the backup file as it is a version 7611 database. I
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