Notes: Consider notes addition as first response
Is there a way for the Notes: "Consider notes addition as first response" checked by default? Thanks
Active Directory Authentication Issue
Hi, I have successfully imported the active directory users into SDP, but the requester's are unable to login into the SDP. Below is the log generated: [10:00:56:934]|[04-29-2015]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[30]|: authenticating user : test| [10:00:56:934]|[04-29-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[30]|: User Domain Mapping Status Inside SSOUtil ---- true| [10:00:56:934]|[04-29-2015]|[SYSOUT]|[INFO]|[30]|:
ServiceDesk Plus 9044 Released
Dear Users, SDP 9044 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9044 SD-59350 : Unable to update Service Request Additional Fields through spot edit. SD-59481 : Unable to edit Preventive Maintenance Task in some scenarios. SD-58861 : Vulnerability Issue. SD-59674 : Dates in Problem/Change notifications are not formatted. SD-59355 : Draft content in the reply or forward window does not appear when
Cannot enable AD Authentication
I have Service Desk Plus installed on Windows 2012 R2 and when I enable Active Directory authentication, I get an error ( User:administrator trying to enable Active Directory Authentication ) in the Support\System Log. I have reinstalled the application, and I can import users and assets, but the logins for Domain Users is not working. Can you help?
Networl Scan
Hi, Why does the network scan work properly and the function "scan now" and the "audit scan" don't? It seems that the audit scan and the "scan now", once you are inside the asset configuration, try to log in with different credentials than the network scan. If it's like that how can i set it up? Thanks in advance for the support.
Unable to start SD on W2k12
Hi I have been trying to install SD on Server 2012 R2 and have not been successful. The initial install goes well but starting of the service after install never works. I have uninstalled manually (where is the uninstall on 2012? - it installs under C:\ManageEngine, not under Program Files) and deleted the service and the registry and re-installed three times and the starting of the service always hangs on "Application Layer Started........" I then tried the run.bat method and it also failed to start.
Where do Task Status Options come from?
Technicians continue to use Status values that have been disabled, yet they are available to Close a Task. Is the Helpdesk - Status List a configuration for ALL Requests and Tasks? The only Module I see with a different set of Status Codes is within Problem/Change Management. Why, if the status value "Completed - Change Installed" is marked "Status not for further usage" is it visible and can be selected by our technicians to close a Task? Anyone else verfy this as a problem? Cheryl Ankrom Jennmar
CMDB and Service Catalogue - 2 questions
When I create entries in the service catalogue, they appear under IT services in the CMDB. We have some backend services that do not appear in the Service Catalogue resulting in a mess of entries. When we try to delete some we get errors. I am using the CMDB to identify all the backend resources that play a part in the service. I use the service catalogue for end users to submit service requests. I am confused as to the best practices on how to use these two tools and how they are integrated. Can
ServiceDesk Plus 9045 Released
Dear Users, SDP 9045 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9045 SD-59818 : Unable to save the service template from the requester view tab, when the 'Select Approvers' field is not present in the template. SD-59890 : In IE 10 and below, on selecting a user and pressing the enter key in request quick create and new request page, the entire page is submitted. Please refer to the below link for
Projects Estimated Costs vs Actual Costs
Hello Can anyone write a query for the following Report Title Status Schedule Start Schedule End Estimate Cost Actual Cost Variance (Actual - Estimate Cost)
how to change date-time format to DD-Mon-YYYY HH:MM:SS (ie. 05-May-2015 16:41:35)
Dear All, SELECT LONGTODATE(wo.CREATEDTIME) "Created Time" from WorkOrder wo how to change date-time format to DD-Mon-YYYY HH:MM:SS (ie. 05-May-2015 16:41:35) please help Thanks Win
Can't get SD+ to associate technicians to groups
1> My organization has technicians in all States in the country and a HQ of which I have made them all sites. 2> Most Technicians are associated to all the sites and some to a few sites 3> Sites all have default settings on SLA, business rules, support groups Now my deli ma 1> I used the settings in the attached file, default on holidays, operational hours, Support Groups, Business rules and SLA but custom on Departments and Technicians/site associations 2> I can see all the sites for the technicians
Order of the mail history
Hello, ist it possible to change the order of the mail exchange history, so that the new ones are at the top? Thank you. Cheers, alberto
SD+ web client wont work and https
I have just installed SD+ on a new server Windows 2012 but I realized that I can't get the web client to work on other workstation. The server is on the domain. Also how do I get https instead of http for sd+
looking Setup of 9005 V
Dear supporter, i am looking in the http://archives.manageengine.com/service-desk/ for Setup of the servicedesk plus 9005 V but its dose not show anything please help me out
Set value to Not assigned via REST API
Hi Trying to set technician and group to not assigned but it doesnt work. tried this but no succes operation = EDIT_REQUEST input_data = <Operation><Details><technician/></Details></Operation> The reply is "Request 151912 successfully edited" but no change is made. How do you set a value to not assigned ? BR Jesper
close and system open again
When you close an application after a minute it returned to the status of open ?
Should I delete users after they leave the company?
Hey guys, Is there any point in leaving a term'd employee in the SDP database? I'm trying to determine whether or not deleting an SDP account should be a termination task. Thanks!
Change Management - re-opening implementation phase
If I have closed the Implementation phase for a Change, but the tasks were not completed, how do I re-open the phase so that I can mark the tasks as complete? I know only the change manager role can do this, but how is it done? Diana
Question about "Reply a Request" Message Template under Notification Rules
Hi SD Plus Support, For the "Reply a Request" Message Template under Notification Rules, can it be disabled for the requesters? Currently this message template is applied to both requesters & technicians. Regards, Winston
Provide a means to add a global field to ALL ticket types
Create a way for customers to add a GLOBAL custom field that is applied across all tickets regardless of type (both Incidents and SRs). Something similar to the global DueDate field. Another example is the Priority field. Currently, custom fields are specific to ticket type (ie Incident vs Service Request). This works for some situations, but does not work well in situations where tickets need the SAME field, no matter that their type is. Examples: - Creating a ticket RANK field requires TWO custom
Cannot launch the ServiceDesk server
Hi! I'm trying to install the free edition of ServiceDesk Plus. If I use POSTGREE DB, everything works without a problem. But as soon as I try to use MSSQL from another server, problem starts. I've tried to use "changedbserver.bat" to connect to the MSSQL and this works. I see that the connection is established and I see that the database was successfully created on the SQL server. But the server does not want to run. I've tried the "run.bat" trick, but without success. Does somebody have any helpful
issue SMTP Office 365
i'm having issues trying to get SMTP working via SCP with Office365 (Sending Notification Failed) Incoming mail (fetching) is working fine & we're able to telnet successfully to the SMTP server. Keen to know if anyone else has this setup? Screenshot of settings attached. Tried tweaking the SMTP / SMTPS & TLS options without success.
MS Project server integration
Hello all, I would like to request that the Projects in ServiceDesk Plus have the ability to sync with an MS Project Server that is running on Sharepoint 2013. A two way sync would be ideal, but a one way sync from ServiceDesk Plus to Project would work as well. Thanks all!
Custom Views - Technician filter
When trying to create custom views using the technician filter, no technicians are in the list just 'none'. his as this We have tried this on multiple browsers, cleared the cache, restarted the application and renamed the extracted folder. Please can you confirm how we can resolve this ASAP? We are using build 9044.
Printers not showing under IT Assets / Printers
Hey, I did a scan for printers (network range) and now I have 63 printers listed under IT Assets -> Printers and some are missing. But when I create group with Criteria - Product Type is "Printer" then I see 84 printer which is correct number. When I run report on all assets, again I get 84 printers. I have already sorted out OIDs under Admin / General OID - and assigned correct Type and Product name and those appear correctly in report and in group. But they do not appear in default view for printers.
Notification OVERLOAD!!!
Hello gurus! In regards to ticket notifications, I have set the following options: Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail when the request is updated. E-mail user when a request is resolved. Notify requester when a request is assigned to a technician. With these settings, my customers are getting no less than 4 emails. One the surface, this doesn't seem bad at all. However, with the "when the request is updated" selected, they are getting
Support group reporting
I have created a support group, Floor Technicians, that is comprised of 5 technicians. Is there any way to query the database in order to see how many requests have been assigned and closed by each technician of the Floor Technicians support group? Version 9.0 Build 9035 Database is MSSQL Thanks in advance, Adrian
How can I run a warranty report showing WarrantyExpiry dates on all resources?
Hi, I am using build 7.5.0 Build 7504 on MSSQL. I am trying to create a report for the following: I want a list of all my resources (servers, printers, switches as well as all my custom resources such as UPS and backup devices) and their expiry dates. I want the date formats to be in English "dd-mm-yyyy" format & not US format with time attached i.e. not 01-22-2009 00:00:00 (otherwise exports & sorting in Excel doesnt work). Or, I'd at least like the report correctly ordered by "WarrantyExpiry"
Report (Timing of technical groups)
Hi I am looking to set up a report as follows: I have several technical groups, and every request may be working on different groups. I want to get a report all requests for a period of time , which will show how long time the request is for each group. (time elapsed) Version: 9.0 9040 Database: MS SQL Thanks
Employee Onboarding: Tickets or Tasks?
Folks, I'd like to hear from someone that has already cracked this nut, so to speak. We are redesigning our onboarding process, and we have a somewhat complex organization. Should we be using one ticket with multiple tasks or multiple tickets? If I have a customized form, can someone completing a master form trigger tasks or tickets to be generated? Here's my example scenario: For example, HR goes through the hiring process and when they get the acceptance from the potential employee, they send
E-mail notification on document attach or comment in project modul
Hi, is there any possibility in project modul to set notification email on document attaching or comment writing? Thanks, Gergely
Region, Devision, Site
Please let me preface this with, I realize that SDP is designed to do everything around site: We have a more sophisticated organization that doesn't fit into the Region/Site/Department structure. We have Organization/Region/Company/Site/Department. Because of this constraint, we have assigned the different Divisions into the Region designation, and we have then assigned their locations as the site. (I should say that we would still like to be able to support by geographic regions such as timezones.)
Proper Linux uninstall
So I am trying to uninstall 9043 from our Debian server, go into the _uninst directory and try the uninstaller.bin and it tells me about no jre. So I search the forums, see a post from 2005 with the -console switch, and try "./uninstaller.bin -console" also to no avail.. The install is just PostgreSQL, so can I just delete all associated directories and be done with this? And can someone PLEASE correct the uninstall file to actually run from a command line instead of requiring java? Would be great
No Capture Emails
Hi Team, Users, I have the following problem, hope help. The ServiceDesk Plus application, on some occasions not capture emails . For example : the emails sent to users soporte@acme.com , the ServiceDesk Plus application does not capture. To fix the problem . We proceed to restart the MS Windows Server , the ServiceDesk application, again capturing emails. scenario: Application: ServiceDesk Plus Enterprise OS : MS Windows 2008 R2 DBA : SQL SERVER 2008 R2 Standard Edition (hosted on external server
Re-allocate software licences
We have encountered a painful issue when we replace a workstation (which we do every 3 to 4 years) we have to manually go through the software licences and move them from one workstation to another. Is there a currently a way to move all software licences from one workstation to another? And if not could this possibly be a feature in the future?
Provide a multi-select field
Provide a multi-select custom field option within incident and service request forms -- ideally, a global field that spans any ticket type vs separate fields for incidents vs service requests. I searched the forums and found another person had asked for the same feature 2 years ago, but did not get much of a response other than "we'll add it to the feature enhancement list." I received the same response to my inquiry. If a multi-select option is not available, is there an option to place custom
Automatic close not working
Hi, We have activated automatic close after 5 days from resolution, but it does not work. The requests remain always Resolved. We have checked the following but it seems to be right. 1. Check whether the Automated Close is enabled under Admin\Request closing Rules. 2. Check whether the notification "E-mail user when a request is resolved." is enabled under Admin\Notification Rules. 3. Go under Support\Scheduled Activities and check if the schedule "RequestAging Schedule" is running. The requests
How to start request ID from 10000 in SDP with MSSQL Database
Hi, I am using SDP 8213 Enterprise Edition with MSSQL as the database. I would like to make my request ID start from 10000. Could you please let me know the query to make the change ASAP. Thanks & regards Harshan
Requester Name Variation?
Hello Again! Just wondering is it possible to change the Requester to actually be the users full name instead of the account name it pulled from Active Directory? Their full name is in AD as well, but it seems to ignore those fields, is there anyway I can make it look there?
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