How do I view services requests/incidents with a status <> Completed
I'd like for our technicians to be able to view tickets that are both Open & On Hold (or, essentially any status other than closed). This is a fairly typical thing to do in one view. Is it possible in SDP? Thank you, Adam
Exporting of Requesters to CSV
I need to dump all my requesters to a CSV file so I can do some data scrubbing and prepare them to reimport to new MSP version of Service desk. Can you please tell me how to get the data out?
I am trying to export all the requesters and added info
Does anyone know the simple way to do this?
ServiceDesk Plus 9031 Released
Dear Users, Hotfix over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9031 SD-58296 : Vulnerability Issues fixed. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Karthik Anand. ServiceDesk Plus
How do I bring up the old data in case SD plus reinstall on the new server?
Hi, Let say my company have a new server for the SD Plus. Once the reinstall SD plus finished how do I get the backup data from the old one to continue the servicedesk operation? Thanks, Jakraphon
filtering asset view with [NOT] condition
Hi there, SDP build Build 9027 when viewing asset details, we can "search" to only display column containing the specified string. is there a way to specify a boolean on the text field? for example: list workstation that are NOT in a certain site (or sites) list printer that serial number DOES NOT contains certain string view all switches EXCEPT those from Cisco
how many hardware inputs Standard Edition in service desk
how many hardware devies inputs Standard Edition in service desk
Import Data as Note
Hello, we are importing requests from an Excel file. There is a field that we wish to remain hidden from requesters, but are unable to import this data as a note. Is there a method to import data as a note or possibly another field that can be hidden to the requester? Thanks, Steve
Mail fetching problem on SDP server
Hello to all, we have experienced some problems with mail fetching. After some days working correctly, for some reason suddenly it stops fetching mail showing these errors on log server (error 3009): Mail fetcing is delayed ....due to start time and finish time is ZERO Mail fetcing is delayed ....due to schedule time=1416646769873 more than curren sys time=1416649824710, finishTime=1416646709873, startTime=1416646704087, timeToWait=1860000 Any clue about this error? Could you give us a solution?
No UNICODE in report diagrams
Report diagrams not showing UNICODE text labels. Also, generated PDF files not showing any UNICODE, not in diagram nor in detailed list.
Problem with fetching mail
I don't know why my post was I quess deleted. So from the beginning. I made installation of SD Plus v9.0. But I had to make reinstallation. Before I did I had working properly e-mail settings. After installation when setting e-mail account in Admin / E-mail account settings or something like that (I have in Polish :) ) I'm typing the same settings creditientials and so on and I have something like this when I want to use pop3s or imaps That It cannot find the proper certifcate please set trusted/self
Scanned Software Installation Counts
Referring to a previous post from long ago, http://forums.manageengine.com/topic/scanned-software-counts, I am still finding this issue in the latest version of SDP. For example, in the Scanned Software list it shows there are 42 installations of DropBox on our network. Yet when I click on the number 42 to view the installations, there are only 19. For some other software installations, it has also shown 1 installation but when I click on the number there are actually no installations at all.
Technicians Adding Tasks to Approved Tickets
Is there a way to stop a technician from adding tasks to tickets that are not assigned to them? Issue is that once a ticket is approved, tasks are being added after the approval for access that has not been approved. This has happened twice this week and business rules are not working and I do not see the option under Roles unless I take all access away to create a task.
Allow inventory agent to be configured without remote control service
I'm choosing not to use the remote control feature of the inventory agent on SDP. Right now, I must install the agent and then disable the remote control service (ManageEngine AssetExplorer RemoteControl). I would prefer if that were a configurable option when configuring the agent software before downloading and installing it. In other words, make it an option not to install the remote control service with the inventory agent.
Asset status localization problem
Hi, We have SD+ 9.0.9029 setup on PostgreSQL - Enterprise license. We use Polish language. We have problem with asset status localization - "In Store/In Use etc.". It is displayed in English even if Polish language is chosen in user interface. I've checked the translation in ApplicationResources_pl.properties file and it is present (sdp.asset.resourcestate.XXX values) but not used by the system. How can I find the source of the problem and repair it ? Regards Lukasz
Include asset history in the search!
Hi, The requests for being able to search / track asset history go back over 6 years (the ones I've seen while looking for an answer to the question 'Can you...'.) The answer in each case has pretty much been 'We'll be adding it to version x.x'. It seems to me to be a pretty obvious thing to want to - I was trying to figure out how to do it after using ServiceDesk for just 2 days! "Hmm.. Which assets have been assigned to Dave in the past?" "Which assets had a particular number put in the Notes
"Time Spent Created Time" field is always blank
What triggers an entry to be loaded into the "Time Spent Created Time" field? Michael
Server Setup to Enable Mobile App Access
Being a Help Desk person and not a security \ networking person, I need detailed instructions to give to the networking folks on what I need them to do to my server to make it accessible to my techs on their mobile phones. Is there documentation for this? I already know how to set up the app on the phone. That doesn't do me any good unless something is facing the Internet. I just don't know how all that works. Thanks, Leslie
Workflow design in Service Desk for authorization
Place a work flow design process based on templates and categories or separated. The thing is that if the request is a problem or a service or design request, all the people involved in the process get automatically notified by the solution and the approval process can be achieved without hesitation by all parties. Once you define the categories or a template, then you will be able to create a work flow based on that, or create a work flow and assign the work flow to the different templates or defined
Operational hours based in SLA's
Put one laboral schedule for site in somes times is not enough for some kind of operations
Co-relating Request - Problems - Solutions
I've been trying to locate or figure out how can we associate a solution with to a Request/Incident and Problems. We usually create a problem if an issue or similar incident keeps on poping out. The problem tab is a great place to manage and handle a known/possible problem. I like that within the problem id we can associate an incident. This helps us build a case that there is really a problem somewhere. Within Problems tab, theres a Solution section where you put your Workaround and Solution. It'll
FAILURE :Vendor is being used by a module. Hence cannot delete it.
Hi We originally imported our assets from CSV files, during this process some assets inadvertently listed the manufacturer as vendor. Now, when using the purchase order module when trying to select a vendor for a new PO it auto populates the vendors from existing assets. I have manually created a list of vendors we actually order IT equipment from however the vendor list is full of unused vendors. What is the best way to remove these unused vendors from the PO vendor drop down list? Trying to delete
Restoring a deleted change
Hello, Is it possible to restore a change once its been deleted. To be clear this isn't a chance that has been closed but deleted. Thanks
message "Send notification failed" please help m
HI when the technician reply to requester and send the message the following message displayed. Send notification failed please help me regarding the issue i will thankful to you.
Deleting Assets takes a very long time
Hi All, Not sure if this is a problem as such so I figured i'd post this as a question as its not something that's completely broken or affects us in any bad way. I noticed that now if we try to delete 50 assets or more at once, it can take up to an hour to delete these assets, so long as the browser window doesn't time out. Deleting 5 assets or less takes less than a minute. We usually run a clean up and re-scan of all assets every few months. We're currently on SD 9021 and noticed this behaviour
New incidents default to Resolution field instead of name
I'm not sure which update maybe it's the latest (8.2.0 Build 8207) but recently we have noticed that when we create a new incident, the cursor automatically jumps to the 'Resolution :' field instead of the requestors name.
Team Members can delete not own worklogs
Hi there, there seems to be a problem in the Projects Worklog module. Even if a user has only Team Member permission, the user is still able to delete other users worklogs. At the same time the user is NOT able to this in the Requests module. Can you please advise how we can fix this or get this scheduled in a matter of urgency to be fixed? Kind Regards, Per
Is SD+ working with Exchange email yet?
I've been running a test build of SD+ on my personal computer using a temporarily created gmail account. We feel we're ready to create the "real" build on the server and would like to use a permanent exchange based email address. I did some quick searching here in the discussion forums and am only finding years-old discussions with promises of support in future builds. It now seems to be years after those responses... Does SD+ support exchange email yet?
Can't scan workstations using the Scan Now button.
Hello, We are unable to scan workstations using the Scan Now button. The start up scans through the agent are working when the workstations reboot. I sent the support log file to servicedeskplus-support@manageengine.com but I haven't heard anything back.
generate a new report of Survey detail and result
Kindly, i need a query to generate a new report of Survey detail and result as following... Request ID||Request Title||Requester||Technician||Survey||Created Time||Rating Value Grouped by Category with providing the surveys count and average for each category and for all the report. thanks.
Page loading error
When first running ServiceDesk's tab in browser (for example, after browser close/open), we often get a message as below on screenshot: Also, this message will appear after some idle, when automatic page-refresh time is up to be. After pressing F5 for several times, SD's main page continues loading itself. How we can solve this problem? You know, hitting million times F5 is not a solution :D (Browsers - IE8, IE10, IE11) Thank you, best regards.
Problems with the mail connection
I have some problems with the mail fetching, this is the second time that this happened in this month, The service are working so good until today, I review the access directly by gmail.com(is a gmail account) and the account is working fine. I followed these steps - Stop the mail service - Put again the values required - Start the service - Telnet test (OK) - I checked the logs and I found this error: [01:37:49:622]|[12-02-2014]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[62]|:
How do I add a text box in the Resource area of a Service Request
I need to add several lines of text to the Resource Area of a Service Request Template. This is informational text that we want to use bullet points so that it stands out to the user. As an example the form needs to show the following details in the same area as the computer selection question: Computer: All new hires will be issued a standard GBG build computer with standard applications. Please note Mac computers are for designers ONLY. Laptops are ONLY for employees who will be traveling and
SDP - Auto Delete Assets
Hi, Currently we are using SDP 8.2.0 Build 8214. Can we schedule a task within SDP or outside SDP to delete assets that have not been in contact with AD for more than 90 days. We have 1000+ assets and numerous assets are joined / removed from the AD. An auto-delete task which would delete all the assets which have not contacted AD for more than 90 days would be beneficial. How do we schedule such task?
Deleted Worklogs in Requests and Projects
Hi, when a worklog gets deleted, is there a way to recover those? Or is the at least a way to go through the history and identify that there are deleted worklogs? If yes, can you please provide a query for this? SDP 9029 linux, mysql Cheers, Per
Transparent user authentication in Active Directory Service Desk.
Good day! Recently purchased the product Service Desk 9.0 Build 9027 and decided to set up authentication that would Active Directory users by clicking the link immediately went into his private office in the Service Desk without password verification for your account. But can not find information how to set up?
Request Catalog - Alphabetizing Request Templates
(logged with respect to ServiceDesk Plus 9018 Enterprise) Any update on Issue ID SD-46437? We are desperate for this to be resolved as Self Service Portal across our organization. We are about to release our Self-Service Portal to Requesters as a customer service-friendly tool for them, but in order find one Request Template they have to read through the list because it is not alphabetical. We have stopped populating the Catalog, as we are getting complaints about navigating it. Please consider
Incorrect duplications email address
I Guys, Using service desk plus, my users send requests to me only through email, and read my response again via email. since I updated to version 8212, when I reply to a ticket email addresses are duplicated. for example: mail recived : by bbb@test.com TO: aaa@test.com CC: ccc@test.com, ddd@test.com when click reply: TO: bbb@test.com CC: ddd@test.com, ccc@test.com, ddd@test.com, aaa@test.com I tried to uninstall the service pack by update manger but when I click on the SP did not you highlight the
Windows Logon credentials required for URL
First post so sorry if this is worded wrong. I have created a test help-desk system for our maintenance department, the system is setup and working, issues auto logging via email etc which we are happy with! Only issue is that when our technicians go to the helpdesk url 'http://maint-helpdesk' they are prompted with a Windows Security window for there AD creds... I want them to hit the url shortcut on their desktop and then just be presented with the helpdesk logon screen. Any help appreciated! Also
ServiceDesk: Changes - Completion of Record vs. Completion of Release
(requested with respect to ServiceDesk Plus 9018 Enterprise) apologies as these may be duplicate although I could not find them when I searched Enhancement Request 1: Specific Change record attribute "Release Completed Time" Reason: There is a large difference in our organization between doing the Change work and completing the documentation. This is particularly true with respect to retrospectively documented Emergency Changes. We desperately need to be able to identify when the actual work
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