Lync/Skype integration
We would be very interested in a feature that would enable a technician to start a Instant Messaging session against a user through the web-interface. This would make communication a lot more efficiant compared to jumping between functions during Incident Management. Has anyone managed to construct such a solution and would care to tell about it?
Audit Failure
Hi, If i set an automatic Adutit scan i get back this error: Error : No response received from workstation. Probably the workstation might be switched off or does not exist. The same assets are recognised if a use "network scan" so i'm sure the credentials for the login are corrects. Thanks in advance for the support.
Problems with sending e-mail notifications
Hello. Installed Service Desk Plus 9.0.44. I set up notification of the author by e-mail of the receipt of the request, the appointment of Responsibility persons, about its closing and updating of the request. Notifications by e-mail only get the receipt of the request. What is the cause and how to fix it? The license is not installed. Sincerely. Igor Stepanenko.
Urgent can't use SD: Logon Page slow loading
The logon page won't load or loads very very very very slow. But if you are past the logon screen everything works fine. I even rebooted the server but that won't help. build. 9.43
add an additional field in solutions
Is there a way to add an additional field in the detailed section of the solutions. We would like to add an additional field (dropdown list) with the following items: - Permanent fix - Workaround - Know error - ......... This field will also be used with a query to generate a report for periodic review. Thanks in advanced, Patrick Michiels
Automatically associate PO Assets to User based on Service Catalog request
A great feature for your upcoming Purchase request module would be the ability to have a Service Catalog spawn a PO for equipment, then associate that equipment with the user automatically in the CMDB module. From there, the information would be available to run reclamation reports when individuals leave.
Query for Request history
Is it possible to create a query that will give a report similar to the below for predefined period let say from 01/05/2015 to 31/05/2015 Where John is a requestor Maria is a helpdesk agent And James is a technician under network group Thanks
Report module not working after apply the latest patch (9.0 Build 9043)
After apply the new bundle patch "ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_43_0". we are unable to run the report. When we click on report it shows bellow error. After apply the patch we have seen that one file(jasperreports-2.0.5-javaflow.jar) added on location (E:\ManageEngine\ServiceDesk\server\default\lib). We have stop the service & remove this file. After that start the service , now report is working. But again we have kept the file on that location and restart the service. now report is
Can we add attatchments to Assets
Is it possiable to attatch documents to assets. Example: We would like to scan in our original PO's and then attatch the PDF to the asset for future refrence if needed. Thanks Michael
Upon reply, allow status of ticket to closed
When we reply to a ticket it would be handy if we could also check the box to close the ticket rather than change it to just "on hold" or "open". Most of the time, when we are replying to tickets it's actually the final step so it would speed things up for us.
Assign Category List to Group
Hello, I hope you are able to create this. Is it possible when you select a group, they have a certain set of Category Lists. Greets, Jeroen
change the home page
hi. how can change the home page so when the user login thy get direct to requests page. kobi
Understanding Archiving in ServiceDesk Plus
We've been working with a number of clients recently that have a significant number of historical requests in their ManageEngine ServiceDesk Plus installations. Whilst this is not a major issue it can cause performance issues when searching and filtering data with a very large number of requests. In order to combat this issue we recommended the configuration of the Request Archiving features in ServiceDesk Plus. This is easily done from Admin > Data Archiving: A number of options exist to allow you
SDP 8.0 broken by Chrome 43
Hi there, Ever since the update to Chrome 43, several features in ServiceDesk are not working properly. For example, we can no longer click on a tech in the technicians list and get the window showing their information. We cannot add notes to tickets. I assume this is JavaScript related, but I can't seem to find anything that fixes the issue. Has anyone seen anything simlar, and better yet, have an idea to fix it? Thanks
request closure code report
HI i am looking to run a report under incidents that will provide the closure code that was selected in a closed ticket. also that has the key fields category,sub category etc and support group Using MSSQL and Your Version : 9.0 Build 9041
Require approval from all CAB members to complete change
Can ServiceDesk Plus prevent a change from being completed if one or more members of the associated change advisory board has not approved the change?
SDF-57601 : Option to configure Multiple mail Ids for requester
Hello team, With reference to the SDF-57601 : Option to configure Multiple mail Ids for requester I've just installed the latest updates and i could add another email address to the requester but after testing, it worked once on my test environment. However, when I tried to use it on the production environment, it doesn't work... The requester still gets the emails only on the primary email address. Any idea why is that happening? Kind Regards, Georges Samy
Problem upgrading to SDP Build 9001
Currently at version 9000. When I try to upgrade to 9001 it gives me the following message: JRE upgrade is pending. Start ServiceDesk server once and try applying the patch. I start SD server and try to upgrade and get the following error: Shutdown ServiceDesk server and then try applying the patch. I should mention I am upgrading originally from 8213 to 8217 then 9000 and now finally 9001 all in the space of a few hours with no server reboots. Can I please have some help? Thanks.
Change status action buttons greyed out
It appears that a Change Owner can change the Stage/Status of a change by editing the change record and choosing the required Stage or Status from the drop-downs. However when he is simply viewing the change (eg while it is in the Submission stage", the "Status Actions" menu is empty and the two action buttons are greyed out. Should the change owner not be able to move the change to the next stage using these methods (ie without having to actually edit the record)? It works for the change manager,
Query for list of Technicians names and email addresses
HI i am using mssql with Your Version : 9.0 Build 9041 looking for a query to run and provide me the current list of technicians and their full names & email addresses Thanks
closed and system open again
I try to close an incident and after a few minutes the system changes the status back to open ?
Reports error after upgrade from 9012 to 9044.
We recently upgraded from 9022 to 9044 and everything is working perfectly except Reports. These all fail with the error "NTLM Failed Redirecting To Login Page.. ". We have disabled SSO and still get the same error. We have also cleared the "applications\extracted" folder and restarted and still get the same error. Have anyone else experienced an issue like this or could suggest where to look for more clues?
REstoring DB goes wrong.
I want to change my DB from MySQL to MSSQL. I made all the insrtuction, but database isn't restoring. It says:QUERY = INSERT INTO QueueDefinition (QUEUEID,QUEUENAME,QUEUEDESCRIPTION,SITEID,SENDERNAME,REPLYADDRESS,CIID,ID_DEPARTMENT) VALUESnull java.sql.batchupdateException: Invalid Column Name 'ID_Department'
Report on leaves
How can i make a report on leaves by technicians by types for given dates range?
Move ticket if technician is not available
Dear all, I have a question what happened in case when one technician will be on vacation with scheduled causal leave and someone will assign ticket to him or one of his ticket will be reopened? Is a possibility in that case to move ticket to other technician automatically? Thank you in advance, BR
Associate groups to reports
Hi, Is it possible associate reports to groups? Let's say we have Group A and B and we have specific reports for each one, there's any way to associate a specific report to a specific group? Regards.
Cannot Edit / delete Resolution templates from Admin tab
We can create Resolution Templates but these do not show in the Resolution Template section on the admin page, just shows blank space. This means we are not able to edit or delete these templates. We have tried deleting then browser cache and cookies and have also renamed the extracted folder. Please advise. Using 9.0 Build 9044.
Create request by API with distinct names in case of homonym
Hello, We are trying to create a request using the Servlet API , but we have a case of two requesters that have a same name. I can't pass only the name because the API ever take the first user. What we need do for create a request for each specific user? Look bellow: Someone can help me???
Resolution in request
Hi How can I hide the resolution tab in the request from requester? p.s. This could be solved by editing the role of SDGuest, but as I understand it can`t be done :( thanks
Import data
Please is there a way to import data into SD+ I have data in csv format and can't import them into some certain field in SD+ during configuration e.g Regions, sites, holidays, groups etc
ServiceDesk Plus - Snippet Of The Week - 1: How about auto suggesting the solution when users ignore the knowledge base?
p.MsoNormal, li.MsoNormal, div.MsoNormal { margin: 0.0cm; font-size: 12.0pt; font-family: Cambria; } *.MsoChpDefault { font-family: Cambria; } div.WordSection1 { page: WordSection1; } Let's assume that your IT help desk frequently receives repeat incidents from your end users reporting an issue in sending email notifications. You have analyzed and provided the resolution that a fresh configuration in the SMTP server would fix the issue. You have also included the configuration steps in the documentation,
More permissions for Requesters
Would it be possible to enhance the current permissions for Requesters? We have got a department in our organization that they need to monitor activity in our development department (Support group) that would include Requests, Changes and Problems. I have set up some reports that would list all outstanding issues, but this is not ideal for the business. The workaround for this is that I have converted their accounts to technicians, however this has taken our technician license. Also I struggle with
Change Module To Work As Advertised
Please change this module to work as advertised: The main servicedesk webpage for the Enterprise edition claims: Change Management - Implement a comprehensive change management system that allows you to handle pre-approved changes and changes with complete approval cycle. This is not true as it does not allow non-technicians to approve changes. Any manager within the company can have change approval within their department. I work for a media company and all department managers have to approve their
ServiceDesk won't start
Hi Since couple of day, our SDP is not working anymore. I use the batch startSDP and it hangs each time at specific point 89%. on the startout.log file I see repeat "resquestScheme is http". I tried some of debug process find in this forum without any positiv result... Updated to the last release, same way. I can restore but I'll loose one work week, so if I can make it right without restore it will be great Thanks in advance for your support Best regards K. Fluckiger
Product amount
Hey guys, Is it possible to add the amount of a product as you create an asset ? I already figured out that you can attach an excel list for example to the asset but it would be way better if I could put the amount right in the asset and this would change automaticly. For example if I have an "in store" product asset and I create a relationship for that asset with a user, it would be great if it works that one product changes to "in use" but the others (for example 6) stay "in store". Is something
Spanish encoding and requester names
Hi, We have some problems with spanish requester names that include ñ character. They are imported from Active Directory but they cannot log into SDP because they are not found in requester list. Thanks in advance. Aritz,
Solutions topic view
Hi, For the Solutions portion of ServiceDesk Plus is it possible to have each topic/sub topic only show the Solutions directly associated with the selected topic? Currently, if I select a parent topic it displays all solutions associated with the selected parent topic and all of the sub topic solutions. Is there anyway to make the parent topics only display the solutions associated directly with that topic? Thank you, Cheers
Can't associate sites to technicians
Please I have a list of sites in the site area of SD+ Helpdesk but I can't associate the to technicians because when you try to edit a technician I don't have the list of sites in the column which has do with associate to technician rather all I see is not associated to any site
Multiple incoming email addresses causing issues.
I'm having essentially the same issue as this https://forums.manageengine.com/topic/email-address-in-cc-field . For my example see below its complicated in to type up the steps to reproduce but I'll do my best. Essentially we have multiple incoming addresses that feed into a single mailbox. So a user can send an email to support@domain.com, tech@domain.com, techsupport@domain.com, tech.support@domain.com etc. The issue is I can only add a single address under incoming mail lets say support@domain.com.
SDP Bridge: SDP and JIRA integration
Hello to All, I represent SDPK - software house from Poland. Recently, we have developed 2-way integration between SDP and JIRA. The product is called SDP Bridge. More information about integration below: Features list: https://www.dropbox.com/s/kjui31zh6kak3oy/SDPBridgev1.0features.pdf?dl=0 Introduction video: http://www.youtube.com/watch?v=fTrKTwO35U8 General info about SDP Bridge: http://sdpk.pl/sdpbridge/ For more information please contact me at: daniel.kaszuba@sdpk.pl Regards, Daniel
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