Asset Management Queries and Enhancements
1. How the delta scan works in ServiceDesk Plus agent ? 2. In Scanned software the manufacturer details are not normalized. Please see the screen shot below 3. How software licensing works under these circumstances? 4. Are there plans to have a universal agent for both Desktop Central and ServiceDesk Plus ? 5. Any tentative date on barcode scan in ServiceDesk Plus
Servicedesk technician not receiving all e-mails
Hi. We have 4 technicians with similar roles and rights. When a new request is created, email notifications flow should follow the rules below: All techicians receive a notification that a new request has been created (this works OK) All techicians belonging to a group receive a notification, when the request is assigned to that group (this works for all, but one technician) A technician receives a notification when a new request has been assigned to him (this works OK) Ok, so in a working scenario
Auto Assigining Technician After Requests Being Unpicked for X Hours
We are team of small groups (10 support members) and usually tickets are picked within a reasonable time. Yet, occasionally, tickets are left unpicked and I have set the ServiceDesk Plus to send notification to the group, but this does not guarantee the ticket pickup. So, instead of the notification mail, I would like the SDP to assign a technician automatically when a ticket left unpicked for a certain time. Let me know if this is already available. Thank you.
Need help on a report for tracking asset receipts
Good Morning, Our internal Audit team has asked for a report that does the following: "A report should be developed showing assets received and the names of the Technicians receiving those assets" We are currently on SDP v 9.0_9039 using MSSQL. Any help is appreciated.
Graphs on custom widgets get squashed when there are a lot of technicians listed
Good day, Graphs on custom widgets get squashed when there are a lot of technicians listed. Please fix this. (Please see attached) Kind regards Renier
Mail Fetching problem
Hi, I am having problem fetching emails from exchange 2010 pop3, suddenly servicedisk starts fetching emails as request but without mail body and it does not delete the fetched mail from the mail inbox so it always adds the same email as request and without email body, I am forced to delete the email from inbox manually and then the same problem happens with the other email in the inbox, I read the Serverout log file and there is something on the log that says: Problem in process mail content java.io.IOException:
One technician we can't modify the Roles assignment - Its not available to make changes
Hello, One of the technician we can't modify the Roles assignment. Its not even available as a selection to change. Also, the selection box to change it back to Requester is also not available. How to do I fix this?
Remove ability to close a request with a blank resolution
Good day, Currently one is able to close a request with a blank posted resolution. Please resolve this. Kind regards Renier
Service Request spawning multiple work orders
Is it possible to configure a workflow in the service catalog to spawn multiple work orders. Example. I have a form configured for our HR department to fill out whenever there is a new employee coming in. When they submit that form is it possible to have it spawn multiple requests. 1 for AD Account Creation for access management group 1 for E-Mail creation for exchange group 1 for telephone assignment and install for Telecom group etc. I know other applications I have used have this ability.
One user who is a technician isn't showing up as a requestor
This prevents us from being able to cc him when replying to requests he needs to be notified of. He shows up in the database properly: user_id | first_name | name | status | ciid | technicianid | ciid | ciid ---------+----------------+--------------------+--------+------+--------------+------+------ 505 | Last, First | redactedname | ACTIVE | 588 | 505 | | 588
Email not Fetchin
Hi: We are having issues with our software. since Friday the emails that reach the tool don't convert to tickets. We are connected to a exchange, Your Version : 9.0 Build 9036 <system_info> <os_name>Windows Server 2008 R2</os_name> <os_version>6.1</os_version> <drive_name>D</drive_name> <free_space>31629447168</free_space> <ram_size>4294967295</ram_size> <db_name>Microsoft SQL Server</db_name> <db_version>10.50.1600</db_version> </system_info> the database is SQL thanks for the support
Bar Code Device
Dear Support, Can we Integration Bar Code Device and Bar Code Printer with ManageEngine Helpdesk System? if yes Can you please tell me how?
API100 Operation not allowed. Authorization failed
Hi All, when I want to import my users from my AD with "manage engine service desk plus" software, I can't and I can read this : API Exception got : <?xml version="1.0" encoding="UTF-8"?><ZohoAPIError><error code="API100" message="Operation not allowed. Authorization failed"/></ZohoAPIError> I provided my admin account to the login detail and domain admin for the LDAP, I can see my users but the import failed. thanks.
Access Rights (Roles)
Dear Support, I added Closing of ticket under "Edit" on roles and the technician were able to close the ticket. However he is also able to modify the request template used. the category and other fields. it should not work that way since I only allow the technician to close the ticket. There should be a way also to allow technician to only edit some of the fields but not all. because if our tracking and distribution team already set the template, category and other fields. we don't want the technician
SDF-34264 Filter Dashboard by technician group
We have recently started to make use of the Dashboard, but have only been able to do so by setting all requests, changes and problems for a particular technician group to a "virtual" site we created for this purpose. This is not something we can do for the groups for whom site is important, and obviously is not the best solution - we really need to be able to filter the Dashboard by technician group in order to better manage our workloads. Looking back through the history of this request, which
SDP Change Module - Lock Down Change Request's once Change Manager has approved.
We are Users of ServiceDesk Plus version 9.0 Build 9039 We are having an issue with our Change Module and the ability for our Technicians to still be able to add tasks once the Change is approved. We need to somehow lock the Change Request down. We still need to provide the ability for the SDP Technician (Change Requestor) to be able to update the Planning and Implementation tabs, in addition too be able to move the Change down the line to the Line Manager, for acceptance, and then to the business
Delete Parnet Type of Asset
Hi Dears I make a CI Type and then Choose Parent Type for my CI.as now i want to delete its parent and choose no parent for this CI. how i can bring this CI to the root?? there is just choose another CI as a parent type but i dont want it. Please help me im using sdp version 8.2,also i test it in the 9.1 but doesnt work. Thanx Dears
Service desk fails to start after servicepack
I am upgrading servicedesk from 9002 to the current version which requires 3 servicepacks to be installed. 9048 successfully installed and started servicedesk. when I installed ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0 the server is failing to start. This is a live system. Anyone with any information please revert ASAP. Thanks
Service Catalog: Using Fields
Can someone explain when we should use Service Fields (i.e., Add New Field) versus Add Resource. I need to thoughtfully deploy self service through the portal, but I don't want to deploy only to find out I should have used one method versus the other. Does ManageEngine have some scenarios or use cases for using one versus the other? For Example: Thinking of both Service Fields and Add Resource fields, 1. Can the fields be accessed in other parts of SDP through variabled? 2. Are all fields available
Can Network Scan and Windows Domain Scans be scheduled?
The interface and documentation on how this works is difficult to understand. As I can see there are 4 different kinds of scans Active Directory User Import Periodic intervals against AD. What kind of periodic intervals? Network Scan Used to scan subnets for devices Appears you can manually run this No clue how to schedule them to run automatically Windows Domain Scans Workstations are fetched from Active Directory and then scanned Appears you can manually run this No clue how to schedule them to
License Renewal Question
Hi, We are currently using the (Free) Standard version of SDP, which has been working very well for us. When I log in as Administrator, I am now receiving a warning that the license will expire in 23 days, together with a yellow "Renew" button, which I have pressed. The resulting form has been pre-populated with License Id, Customer Id, Email and CompanyName, and is also asking me for "Number of Technicians", "Number of Nodes" and "Add-Ons" with check-boxes for "RoboTech" and "Multi-Language". The
Customized Report
Could some one kindly help in providing a query to generate a report containing the following fields: Request ID Subject Description Resolution Time of first assignment to a technician Time of first reply by the technician First reply sent by the technician From date x to date y The DB is PGSQL and the build is 9.0 Build 9035
Export as PDF --> shows login page instead of GANTT
Dear SDP Team, I've noticed the Export to PDF function within the projects module does generate a PDF as it supposed to, but the PDF always shows me a part of the login page, and never the GANTT itself as it should. Sometimes though, it does generate the GANTT as a PDF on a second click... so the function does not seem to work reliably. I've tried in Firefox, Chrome and IE. And i'm on 9100 Enterprise.
Empty Solutions assigned automatically when ticket is opened
Hello everyone, I got a problem that start happening Yesterday. Every time that a new ticket is opened, it add by itself a empty solution, causing the technician Always to click on Edit button, instead of typing it right away... Please see the attachments! How I may solve it? I have take a look into the template, but there is nothing on Solutions field. Thanks in advance!
ServiceDesk Asset Scan on Windows 10 Client and Upgrade Question
I have a Windows 10 test client. I have this system in my Assets and it is auto-scanned with all other systems nightly. This is an Intel NUC system, one of two that I have. The other is running Windows 8, and scans without any problems. The attached image shows how the Manufacturer, Model, and Service Tag fields look after a scan. I manually populate these fields on my systems. For this system, it changes to these fields to these odd "y" characters. If I changed these characters to reflect what
Migration Issue from MySQL to MSSQL
Hi All, I am trying to move between MySQL and MSSQL and am getting the following error Extracting backup file.... Please wait extracting backup file Please wait extracting backup file *************************************************************.\backup_info.xml Backpup data : Tue Aug 04 15:03:31 BST 2015 Database name : servicedesk Total Tables : 1403 Database Server : mysql Build Number : 9105 ************************************************************* Active
REST API edit "succeeds" without changing anything
I'm sending an EDIT_REQUEST request with the following INPUT_DATA: <Operation><Details> <parameter>Technician</parameter> <value>[technician name here]</value> </Details></Operation> I get the following response: <?xml version="1.0" encoding="UTF-8" standalone="no"?> <API version="1.0"> <response> <operation name="EDIT_REQUEST"> <result> <statuscode>200</statuscode> <status>Success</status> <message>Request 92562 successfully edited</message> </result> </operation> </response> </API> Then, I check
Still getting duplicate users / requesters
HI everyone, After updating to 8002, we are still getting new requesters duplicated when a ticket comes in. Each time we delete a duplicate requester, when the user submits another ticket, it just creates a new one with no login and no domain or any other information. The original requester is still there too. I also noticed service desk keeps picking up our domain name as a new domain. We've always had it setup as its' netbios name, "domain1". The full name being "domain.com". That one is still
Can we add a new stage in Change Module?
Can we add a new stage in Change Module?
Requester Notification
Hi, I would just like to ask if there is a way to notify the requester when a task is completed? Hoping for your positive response. Thanks! Geraldine Legaspi
Login Issues
Hi, The administrator/administrator login and password do not work. How do you reset them? Thanks!
Requestor cant see New Change option
A requestor does not have an option for a new change, no Quick Actions drop down either. Technicians can see them. Is there an option to turn on? Version 9.0 Build 9023, PGSQL.
Alert group members when request is closed
I would like a notification that will alert group members (or speicific group members) that a request within their group has been closed. Is there a way to do this?
Add a “Place on Hold” option under “Actions” dropdown in requests view
Good day, Please add a “Place on Hold” option under “Actions” drop-down in requests view. This would make it easy to place multiple requests on hold. Kind Regards Renier
ArrayIndex Exception error
Hi Guys, I tried search but it's not working. Just today we had a few emails that didn't create tickets automatically. From the logs it says: ---------------------------------------------------------- System Log Message : ArrayIndex Exception Module: MAIL_FETCHING sub module: - type: Error Probable Cause: Mail count mismatch while processing mails in ServiceDesk application. Possible reason : More than one application might be pointing to same mail box for mail processing. Please check if any test
Ticket report
Dear All, how can i get below report Avarege ticket open time per techincation? Technication effort time? thank you
Monitor the number of threads used, handles opened, I/O reads and writes for each process in a machine using the Manage Engine Application Manager
Hello I am new to the Manage Engine - Application Manager utility. I want to monitor the different processes running on a windows server. And for each of these processes I want to monitor the following attributes: 1. Threads = how many threads each process is running (or owned) 2. Handles = how many files, sockets etc are currently opened by each process. 3. I/O Reads and Writes = input and output to other devices (disk, cpu etc) on the system. I was already able to monitor the memory, CPU utilized
How to report on Changes affecting Service Categories
How can we show all changes that pertain to a specific service? We don't see the option to filter by Service Category (or services affected). We actually have a CAB meeting. How can we show all items that are to be reviewed by a CAB? Thanks, Adam
How to generate a report from resource of service catalog?
Hi I want to generate report by resource of service catalog that user selected?
Users - App for Android
Hi Team, Because access to functionality for users with App for Android, is not accessible. The user can generate Appi Access. Is only possible access technical role. I have opened the case Portal ServiceDesk Plus , I have no answer . Id. : 7273315 - App Movil, bad service I await your response Ruben Caballero
Next Page
