Dashboard Customization
I remember the dashboard is customizable beginning ver 9; however, I cannot find ways to add/remove reports to the dashboard now. Will someone tell me how to have the dashboard in edit mode? Thank you.
Remove Imported CI Fields From .CSV
I made my first attempt to import CIs via .csv into our Servicedesk Plus environment. This worked well, but was only a test. My problem now is that the additional fields that were created for that CI, which were the headers for each selected column in the .csv, are visible on any CI record in my environement (Including Technician/Requestor information) and even after deleting the particular CI/assets originally added, this is still the case. How do I remove these fields when they are not visible
ServiceDesk Plus SSL for an internal domain
I'm looking to implement SSL (Port 8080 or 8443) on an SDP installation running on servicedesk.domain.local . Can this be achieved with the tools provided or is there specific procedure? Whilst it's straight-forward to create a self-signed certificate using IIS, I'm not certain where to start with Tomcat. Thanks
Cannot get custom reports to save
After making several custom reports in the previous days, since yesterday I have been unable to save any reports= I press the button but nothing happens!? I should like to be able to save a report to use the format as a custom report but currently I cannot do so! Any ideas?
Publish Service Catalogue
Is there any chance we could publish a service catalogue form? Some of our clients require support but it would be too expensive to give each a license. They would like to make some support request, nothing else. Thank you
plz help me
i am trying to started the sdp from cmd but it show me like this
Calculated Field
hello, Does anyboby knows how to include a calculated field into a report. I want to show the differences between two date fields. (Created time - Response time). thanks!
Authentication error Active Directory
Hello , the problem with authentication with a domain account. The error in the user name or password. Import was successful. A uthentication Active Directory included .
scan computers
Poll computers in the domain are completely satisfied. In our network there are several dozens of computers that are not in the domain. Want to run ae_scan.vbs and request additional information from users. For example the script asks the questions in the text box and the user is responsible are recording as a result in an additional field asset.
Asset Management by Department
Is there a way to assign a technician rights to edit the asset module for only a single department? I need to be able to allow a user from each department to manage their departments inventory. They will not need to work with trouble tickets. Thanks, Joshua
Manager of multiple sites or departments
Hi, My users are able to view their cases in the portal. However I want the manager to view requestes of its departments or/and sites. In the dropdown menu I can only select the person to view his cases, his department or his site. How do you deal with managers / persons with multiple departments? Thanking you in advance, Cédric
Searchable Fields
Is there anyway of being able to select fields that are included on the left hand search option in Service Desk Plus? At present we have fields for new user requests where someone logs they have a new person joining their team. When we are trying to do our audits the search feature does not include these fields are reliant on end users entering the starters name in the description or subject of the request.
Assets manager - wrong assign based on IP
We've start using Asseds manager and SDP agent to scan network for workstations and assign them to a users in SDP. In one hand it's a cool feature and helps IT technicians to do their work. In other hand, this feature didn't work well. After first install on my PC, it's fill all params with my PC's identification. I've chouse auto assign option and now my PC in SDP became really my pc ;)) After some days, my PC changed IP address (it's often cause when you've got a big network) and also (after agent
ServiceDesk Outgoing mail - success indicator or log
(comments with respect to ServiceDesk Plus 9018 Enterprise) Issue We need to occasionally confirm an email went out as planned from ServiceDesk (because there are often no errors or warnings when a message fails to send and/or the module has no log that the email sent when it was supposed to, e.g. Contract for expiry notifications sent). While outgoing emails are logged in the application \server\default\logs\serverout<#>.txt, these logs begin to recycle and overwrite the earliest entries, as soon
Error while trying to instantiate SQLGeneratir
hi say me please , what is wrong ? i get backup from 9019 (9.46 Mb) and want to restore (to 9021) PS C:\ManageEngine\ServiceDesk\bin> .\restoreData.bat ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For
Cannot delete departmnet
Hi, I cannot delete Department and get following message. "WARNING :Department is being used by a module. Hence cannot delete it from database. But it has been marked as not for further usage." Appreciate if someone can advise which module is this message referring to. Regards, Jupp
Desktop Central upgrade from v8 to v9 but now upgrade to 9023 fails
hi i was still running an version 8 of the desktop central server, today i upgrade to v9, all went fine, rebooted the server and checked functionality and all seemed to be working i took a snapshot of the server and the upgrade to 9023 failed right at the end, could not find anything in particular that went wrong. i reverted to the previous snapshot and tried again but the same issue i am reluctant to try it a 3rd time is there anything in particular that i can do to stop this last upgrade from failing?
Delegate service catalog
I have a situation where I would like to delegate to some technicians the ability to create templates in the service catalog. Is this possible?
merge requesters
Hi Guys How can I merge all duplicate requesters based on username?
Unable to assign multiple requests to support group
HI. (im using 9022) When in open request view, i select multiple tickets with the selct box and then go to action > edit request. There is an option for me under "owner details" to bring the drop down list of "group" however it doesn't show any other option than --leave it as it is-- Im using IE 11
Remote Control non-Windows devices via Putty or GoverLAN SSH/Telnet?
Does SD+ have the capability of letting us remote into non-Windows assets via a console app such as Putty or GoverLAN? We would also like to manage our non-Windows devices centrally as well via remote control.
Not scanned discrepancy
In SDP 9022, but also previous versions too, I often see how many workstations haven't been scanned in the last 7/30 days. Attached is an example of my issue, but here is a brief description. No of workstations - 555, not scanned in last 7 days - 211. No of workstations - 555, not scanned in last 30 days - 178. All good so far, and as expected. If I then click on the hyperlinked number (211 or 178) it takes me to a page listing 1-50 of 178 (or 211 if I'd clicked that). If I then click on to the
Notes - default options
Hello, is there a way to set the default options when addin a note for every technitian? I would like to set by default some of these options: Show this note to Requester E-mail this note to the technician Consider notes addition as first response How to do this? Best regards, Michael
hide 'System' notifications in Conversations?
Is there a way to hide the 'System' entries in the Conversations thread in Requests? Thank you.
Need the feature Set on ManageEngine
Hello, I'm working on a requirement where I need to see whether Zendesk fits my requirement or not. I want to check whether the below feature set is available out of the box, needs customization , or is not available. You need to mark one of the three options against the questions below: The below questions are also available here Requirements A “white labeling enabled” support services portal, preferably leveraging cloud that does the following Contract/Customer/Client Management Customer Information
scanning a workstation through SDP console keep saying "FAILURE :Failed to communicate the agent"
Hi there, SDP version: 8.2.0 Build 8217 Workstation has agent installed and updating the asset changes successfully. Issue: When I logged in to the SDP console and view the workstation, I click the [Scan Now] button but it keeps coming up with the error "FAILURE :Failed to communicate the agent". On the workstation, if I restarted the service "ManageEngine AssetExplorer Agent", it successfully update the changes to the server. I've tried to change the scan credential to use Windows Agent and domain
Custom Reports for ServiceDesk Plus - Category, Sub-Category and Item
There is sometimes a need to export the current Category structure so you can work on it externally from ManageEngine ServiceDesk Plus before importing it back into an installation. The easiest way to do this is to paste the following report in to the query editor under 'Reports' > 'New Query Report': SELECT CategoryDefinition.CATEGORYNAME "Category Name",SubCategoryDefinition.NAME "Sub Category Name", ItemDefinition.NAME"Item Name" FROM CategoryDefinition left join SubCategoryDefinition on SubCategoryDefinition.CATEGORYID=CategoryDefinition.CATEGORYID
What is "Signing Authority" in a purchase Order?
Hi What is "Signing Authority" in a purchase Order? What does it used for? Its little un clear :) Thanks, Amichy E.
Screenshot capability SDF-24233
Hi ManageEngine We are about to choose an IT Helpdesk system for our organization which has 80 IT staff. SD Plus is a strong contender, but we are really missing the screenshot feature, which would make life much easier for our users. It seems like you have promised to implement this feature since 2009 - but that it has not been done you. Could you please elaborate on this? Regards, Allan
HOw can i remove Signature pictures from requests
Hi Guys Using 9.0 build 9022. I would like to remove just images in signatures whilst retaining any pasted screenshots of errors etc. Is there a way I can do this.
Automatic categorization of tickets !
Dear, Good Day I wonder if the possibility of categorizing a call, assigning group, technical, category, sub-category exists? Example: Some client sends an email to the SDP system and so when the call is being generated already automatically assigns to some group or technician responsible for that care. Is there any way to do this? There are parameters or settings that we can use in these cases From already thank you for your attention. Regards, Anderson Ferraz
Export Sites and Departments
Hi Guys How can I export the site and department lists to excel?
Restore Service desk, 9002 to 9022
I am trying to migrate a Service Desk Plus from a server to another one. (Both Linux Ubuntu machines in console gui) I did the backup with ./backUpData.sh -c, all the process well done. (Whith server stopped) When I do the restore process with ./ restoreData.sh -c [backup file] show me the next text: Please wait extracting backup file ********************************************************************************* filelist.txt does not exist in the selected backup file /backup_postgres_9002_fullbackup_10_13_2014_10_50.data
Adding a Requests Custom View using Incident - Additional Fields; Not displaying all Items
I created a Pick List Text field in the Incident - Additional Fields Admin Section and placed it into the default request template, so that it can be filled out by requesters and technicians. I wanted to create a request custom view. So I go into Requests, click on Settings and Select Manage Custom Views. Click on New Custom View. In the Advanced Filtering Section I select the Pick list field that I created and select a criteria. Once I click on Choose, it should bring up the entire list of items
Business rule filter based on ticket status
Hi, at the moment is not possible to define a business rule based on ticket status. It is possible to set a ticket status but not use it as a filter. It would really come handy because it would basically allow to define via business rules whatever workflow you need. Is this feature feasible? Thank you
VNC Viewer setup
What is the command used to launch VNC viewer? The default command entered "vncviewer $DEVICENAME" provides the error message: Cannot run program "vncviewer": CreateProcess error=2, The system cannot find the file specified. I have the VNC viewer software installed on both my machine and the client I'm attempting the connection with.
ServiceDesk Plus 9023 Released
Dear Users, SDP 9023 service pack is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9023 SDF-57095 : Scan : Support for scanning Cisco IP Phones Issues Fixed in 9023 SD-57142 : Scan : Service tag not fetched for AIX machines. SD-56206 : Scan : Software not fetched in SUSE Linux Enterprise server 10. SD-56823 : Scan : Cannot scan VMWare machines using special characters ($,&) in their credentials SD-57435 : Scan
Increase SSL security
I know OpManager and ServiceDeskPlus are not subject to Heartbleed. However I'm stuck rekeying everything since we used wildcard certificates. During this I'm looking to improve the SSL security of all of web based systems. Couple of questions: 1) How can i disable weak ciphers? 2) How can we add support for TLS 1.2 (Guessing this may be a limitation of outdated java) 3) How can we enable HTTP Strict Transport Security 4) How can i disable Client Side Renegotiation Thanks for any insight you may
Help with API's XML Success Message
We have a software installation system setup to trigger API input to SD+ when certain events occur. However, we now need to be able to fetch the resulting XML Success Message so we can display the RequestID in our software installation system. We see the XML Success Message, but it doesn't appear to be cached locally by the browser (Internet Explorer). Any suggestions on how we can grab the RequestID from the XML Success Message with javascript or some other code? Thanks! ~Marc
Scheduler: Technicians are not associated to any sites.
We do not have any technicians or support groups associated to our Sites. When we open the Scheduler section the Site default to all sites but the calendar does not show any information. We have to change the Site to "Not associated to any sites" first. Hoping for suggestions or answer to the below. Is there a way to: Change the the default for Site to "Not associated to any sites" Remove "All Sites" from the list in Sites
Next Page