Fields available by email-command but not editable for requesters?
I've been playing with the "email command" options . It works pretty good but I saw a little problem. It only let assign new values for fields if the field is editable on the requester web interface. Is there any option to allow autofill this info with mail commands but disallow the modification into the web interface? Thank you! Regards.
Local-Aditional Fields
We are trying, use for reports some local Additional Fields but not appear in the reports, only appear the commons fields, for example i configure my flow : Category: "Computadoras" Sub Category: "Dell" and Item: "Desktop" but i need other field to clasify for example: "traslado" , if i use de commons i can use "Traslado" for make my report, but if i use a aditional field only for "Computadoras" Category i can´t use it, is posible use this field in a colum in my reports?
Issue tracking with Manage Engine
Hi Everyone I'm wondering if someone is currently using any products or add-ons of Manage Engine for issue tracking? I see that there are "Incident Management" and "Problem Management" components to the Enterprise version of ServiceDesk, but I'm not sure if this will be usable as an "Issue Tracking" system? If someone is currently using the Incident Management and/or Problem Management components, what are you feedback with regards to this? Thank you! (What I mean with "issue tracking" is reporting
I'm having problems "receiving items" within Purchase Orders
For certain purchase orders, when I try to receive the item, it says "Receiving, please wait..." with the spinning circle. But it never completes the action. I could leave that going for up to 15 minutes and nothing will change. Oddly enough, certain purchase orders allowed me to receive the item with no problem. Here's the image of an item I'm trying to receive but can't. Jeff
Read udf_date in c# and maybe update it.
Hi there, I try to write a little tool in c#, that reads out the udf_date1 (we use it for documentation of last update and reboot of servers) and maybe write it back to database with the new date. We use SQL-Server and i can find no correct calculation for rendering the correct date or setting a new date. Maybe you can help me and show me how to read / display / write the correct value for this udf_fileds. Thx from Austria, Wolfgang
When converting an incident to a service request, is it possible to force the imposition of a service template?
For instance, if a requestor had accidently selected the default incident to request an addition of a new email account, and the technician sorting the new tickets needed to convert the incident into a service request, is it possible to force the technician to use one of the existing service request templates? Running MESD 9007. Thanks!
Upgrade failed from 8.2.0 Build 8214 to ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0
HI My upgrade for servicedesk is getting failed from build 8.2.0 to 8_2_0_SP-1_0_0 with error unable to start the db, possible server is running if so shutdown the server.or previous upgrade is failed and the message for the same will be displayed in command prompt. I have tried the upgrade with service stop still the same error any help is appreciated.
OS Tracking
We recently implemented SD+ and are on the current 9006 build. I have a question for all the folks out there using the software for asset tracking. How are you handling OSs? We have 100 pcs that ahve Win 7 installed. The license key that is being picked up is the same for large batches of them and does not match the license sticker on the PC. I assume this is because the manufacturer of the PCs uses a standard image to load the PCs before shipping. Compliance wise, are people going and checking
Where to put REST API key
Hello, I've read documentation http://www.manageengine.com/products/service-desk/help/adminguide/index.html to use REST API, but I don't understand where I need to put API key. Is there any real example where I can see how to use the key that I've generated. Thank you
ServiceDesk 9003 Time Spent
I Install the 9003 version and the requirement to close the elapsed time is at 00:00, why? Please, help me
technician not visible
Hi, Technician has been created manualy. Now I can not see him on technician list but I can login using this account. Please help to solve this problem. Regards, Jack
Error while unpacking - during SDP installation
Hi, when ever I try to install SDP.. any version 8217 or 8215 or even the 9 version.. during the extracting zip files .. this might take a few minutes phase it stays for a while and shows a sever error while unpacking and the installation terminates. I tried removing the adventnet folder from regedit... zoho folder from regedit.... removed the partially installed SDP files...cleaned temp files and fixed registry issues using CCleaner..restarted teh system.. but still the same. I did uninstall and
Update to ServiceDesk Plus Administration Documentation
The "Link Requests" page in the SDP Admin Guide references id numbers that do not exist in the screenshots.
Issue with Request Closing Rules and Worklog ticked
We set the WorkLog mandatory in Request Closing Rules for incidents, so that our technician HAVE to document the work that they have performed. Often, a request will include 1 or more tasks, and technicians will create worklogs associated with those tasks. The system does not recognize worklogs that are assigned to tasks within a request and will deny the close attempt by a technician, telling him that no worklog exists. As a workaround, in those situations, the technician has to create a dummy worklog
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how to add a logo on the survey email
Hello to all. I am using the ServicesDesk Plus 8.2.0 build 8215 I would like to enter the company logo on the survey e-mail, what step I have to follow to do this. Thank for your help.
Microsoft CRM and ServiceDesk Plus Integration
Hi All, We are planing to build an ITIL system and ServiceDesk Plus seems it will fits our requirements. But as you guess it can't support every functionality. For example we want to use Microsoft CRM to store customer list. So i am looking for an integration between Microsoft CRM and ServiceDesk Plus. But API seems very light; only create or updates tickets. Can we use API to query ServiceDesk Plus database or push data to ServiceDesk Plus? Any information will be help very much
Automatic calculated "Work Log"
Hi support, I just wondering, can work log automatically filled (in field "Time taken to Resolved")? Maybe calculated from start time (when assign to technician) until request is resolved. Thank you. Ali
Approval by email
Hi, Is it possible to update the approval status based on email reply. Regards,
Site field & department Field
Is there a way to remove the site field and department field from the incident template? We are using servicedesk plus 8.2.0 Build 8205. Thanks
How to add a software product to a PO?
Hi, I'm trying to add a software product to a PO. That product is not already in the list, so I've to create it. So, I click the 'Add new product' button. In the windows that pops up, I choose 'Software' as Product Type. The I have to choose the software to add, but the software I want to add is not listed. This is a mandatory field, so I cannot go on and add the new software product. I tried to add the product under the Admin section (Asset Management -> Product). In there I can add new managed
How to delete task
Hi support, I found issue, task that has been created not in request cannot be deleted. This is the capture from issue. Can you tell me how to delete it ? I give you thread dump for your consideration. Thank you. Sabbichis
Preventive Maintenence Tasks for SW updates
I am looking for suggestions on the use of the PM Tasks option for the scheduled release and distribution of software updates and patches. I would like to avoid using the Change Request module because we do not need that much documentation. Most of the change request will be empty because we have a process in place similar to MS Patch Tuesday. Regularly scheduled software updates. That being said, I would like to customize the PM Task to include an approval process and an section to list all patches
External Action Plugin Integration
Are there any other External Action Plugins that have been developed other than for JIRA to allow for the integration? Or to be used as an example to base a new plugin on? Are there any plans to support other languages for the External Action Plugins other than Java?
How to customize login screen
Hi, I use SDP Standart edition and I want to customize my login screen with editing on source code but I can not find the location of it. Please tell me where the location of source code login screen, so I can customize the login screen. Thank you. Regards, Ali
Task dependencies
I have several "Services" created under the Request catalog that contain a workflow of tasks. These tasks in the templates are dependent upon one completing before the next can continue. For example a new server request would fire off these tasks: Build VM Assign IP Add to Monitoring Scan for Vulnerabilities Add Firewall rules Add to backupCurrently when this Service is used all the tasks fire emails off to the owners or group they are assign to at the same time. This causes some confusion as
Populate SDP URL to internet
Hello, Is it possible to publish our SDP url to the internet, so our clients can be able to access to the Self Service Portal without login to the intranet? Thanks!
Servicedesk plus login/password popup on Windows and tomcat configuration
Hello, I have an installation on a windows server. Servicedesk plus loads up fine if I visit the site using the computer name in the URL bar. But if I visit the site using a host.domain name ex... servicedesk.company.com, then I get an additional login/password prompt pop up box. The idea we're pursuing is that the URL presented to the Tomcat server doesn't match what it thinks it is and hence the login/password prompt. In the BSD/Linux world, I would normally add a ServerAlias statement to the
Changing Details on Requesters as a "Group Selection"
Do anyone know if there is a way to change an item on a requesters details as a group or group selection. I need to change Depending on title wether a requester can see only his own tickets or all for his\her department. Thanks Everyone
Hello!
please tell me 1) how generate action "$dubydate change " with email send to requester with new data 2) how to generate summary report by specialist by missing reason field Thanks
How to add contracts to purchase orders?
I'd like to be able to add the order of a contract to a purchase order, but I can't figure out how to do that. For example, I want to order a Thin Client, but I also want to add a support contract for that Thin Client.
Exchange 2010
We are looking to migrate the account we fetch mail from over to Exchange 2010 from Exchange 2007. Are they any pitfalls I need to be aware of, or services that need to be restarted after the migration? Thanks...
Users - Additional fields from Active Directory
Our company is really a group of seperate companies that is served by single IT-department. We need to identify the companies requesters belong to in ServiceDesk Plus. For this, there is a standard attribute in Active Directory. SDP already imports some (Phone, Department, Job title, Mobile, Site Name, E-mail) but we also need additionla ones. E.g. Company and Manager -fields. It would also be good to have field that we could name freely. Is this possible? It would be really usefull for us. Regards
Export information of clients
as can be exported to an excel clients and their respective information in the Service Desk?
Adding department automatically
Hello! As far as I know, Service Desk API can't add departments. Can I add departments directly throught DB? I use queries: SELECT MAX(CIID) + 1 FROM CI; INSERT INTO CI (CIID, CITYPEID) VALUES (...); INSERT INTO BaseElement (CIID) VALUES (...); INSERT INTO DepartmentCI (CIID) VALUES (...); INSERT INTO DepartmentDefinition (DEPTID, DEPTNAME, CIID) VALUES (...); This creates the department. But when I try to open a department error occurs (HTTP Status 500). After editing of any department the error
Problem on Request workflow
Dear Support Team, I have tested setting workflow on the service request template by check the checkbox "Do not assign technician before Service Request is approved." as you see the picture below: When I create new service request using this template, I can assign technician before this request is approved as in the following picture Please help solving this problem Regards, Narin Chaipredanan
Deleting issues - Assets
We have 6 assets that we can't manually delete in the Assets module of ServiceDesk Plus. This is the error message: FAILURE :Exception while processing the request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. How can I delete my assets?
Scan Printer: Not listed in IT Asset>Printers
I did a network scan to scan a printer. The scan went through OK but the printer is stil not listed in IT Assets under Printers. It is also not under any other category\ CI Type. However, I can find the printer with the search if I Search: In Asset. In the initial search result view the CI Type -field is emphty, but when I click and open the item, CI Type is Printer. What could be the problem here? The printer should be listed under IT Assets > Printers. Did the scan with: Asset > Printers
Deleting Products, Product Types
Hi there, We have some issues in Service Desk Plus maintaining both the 'Product Type' and 'Product List' in Asset Management. Product Type: We can't delete obsolete Types (the ever-present "being used by a module" message), and some of the built-in Types do not fit with the naming convention we would like to use, so we would like to block or delete them so users can not select them. Product List: Also can't delete old or duplicate products (same message). Also, Is there a way to change the Product
Problem: Associate Incident
Why requests what are created through templates in the service catalog, I can not associate with the problem? All other requests associated well
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