Summary report on Archived Requests
Hello, I need to be able to run a summary report on archived requests to be able to show the number or requests raised by group each month (this can be done for normal requests but I am unsure how to do this for the archived requests). I also need to be able to run this for requests completed per month in the archived requests.
Chrome certificate error
Hi, We use https protocol for ServiceDesk+ IE works ok. but Chrome display everytime annoying message. Is it possible to create sertificate with "more secure algorithm"? The site's security certificate is signed using a weak signature algorithm! You attempted to reach helpdesk, but the server presented a certificate signed using a weak signature algorithm. This means that the security credentials the server presented could have been forged, and the server may not be the server you expected (you may
Licence agreements modify Manafacture
Sometimes we need to change the manafacture in Maintenance agreements, but we are unable to modify the field. We have to delete the agreement and recreate it. the administrator has to recreate it, is there any way you can give us access to modify it, sometimes there are many attachments associated to the licence.
WiFi adapter MAC?
Is there a way to have the Asset Discovery pick up the MAC address of a WiFi NIC? It seems to be picking up the normal NIC just fine and logging the MAC address.
FAILURE :Invalid request ID
when replying to calls in SDP, the email is sent back to the call requester but the call is not being updated with that correspondence. Instead it pops up a message saying X FAILURE :Invalid Request ID. The disks on our server are not full. I have generated the logs support file on our system . Dont seem to be able to post them on here ?
Pass-through Login with Windows Surface?
Windows 7 is our standard office OS, but we have one person who uses a Surface. I have Pass-through logins working fine for everyone except him. He logs into the network the same as everyone else but he still gets the login screen when accessing SDP. Are there any tips on getting it to recognize his credentials? Or maybe a change in settings is necessary on his end?
Change Status Action use - Message indicating if notification message defined in the Workflow was successfully sent
(This requested with respect to ServiceDesk Plus build 9003 Enterprise) Build 9003 behaviour: If the Change Role that is supposed to receive an automated notification message according to the Workflow is not assigned a user, you are not warned that it did not send. In fact, other than manually checking the 'Notifications' section of the Change Record for an entry, you are unaware who it was sent to (and not aware of the Change Roles to which it was sent unless you check the Admin - Change Workflows
Problem search function request catalog
Hi, i have a question about the search function of the Request Catalog. We merged the Incident Catalog and the Service Catalog, and the users noticed us that the incidents cannot be searched through request catalog. The incident templates appears correctly onto their respective service category, but when they search for a template, the result shows only for service request. When the search is made through a tech account, the incidents shows up with the same search parameters (ex. printer -> "Request
best way to update assets
We are moving all our servers to a new data centre with a new IP range. What is the best way to update the servers in the asset section? will a rescan of the new IP range update a server with the same name? What is the best method for doing this without losing all the relationships? Wayne
Changing the URL for Surveys
Hi Support My company has invested in a Satisfaction Survey tool that crosses all lines of business, meaning the survey tool is used for not only ServiceDesk but for Finance, Sales, Quality control and so on. So we are looking to be able to change the base Survey link to point to instead of to the SDP survey applet, but to the dedicated Survey tool. I realize that this is not configurable out of the box, but where is the link currently stored?
Restricted SDAdmin security for SDSiteAdmin
We have a basic default requirement to secure Requests by site for ALL users of the system including SDAdmin. We have successfully created a new site with associated group and technicians to view the secure Requests, but there does not appear to be a way to limit access to these requests for the SDAdmin. The alternative role SDSiteAdmin does not provide enough access to perform many of the day to day Admin tasks. Attempting to create a new role does not provide enough scope to set admin level
Email template variables
Hi, I've been testing a few changes in our email notifications and I'm currently testing different variables but unfortunately I can't find information about what each variable do exactly. Now I'm mostly finding what they do by trial and error but a good documentation would be ideal. Could you point me in the right direction? I've failed to find anything relevant in the admin doc. Thanks, -Pierre
VERY URGENT, We've Go live tomorrrow.
Hi team, I urgently need to know why status is not getting importing when I'm tryiing to import ticket's into the sdplus tool. all other details is imported correctly apart from the status.I've tried many time to copy and paste, even manually typing it more than 10 times. But it doesn't get updated correctly for 80% of tickets. I need to know this urgently as we are going live tomorrow and need this resolved by today. Thank you.
Time Extension
Dear, Just want to know there have any time out function in ServiceDesk Plus? For example, some one log in ServiceDesk Plus by web, and haven't any action after a period of time (15 min), is there will have any message pop out which say you will be log out after 5 mins?? Or the window will auto log out after 30 mins?? Anyone can advise and billion thanks if someone can reply my question Thanks and regards,
SLA Notifications Technician name auto removal
Hello everyone, Have a problem in SLA notifications. I've created SLA notifications and configured some Technician and support group into it. But after some day some technician names and supports groups are auto removing and again we have to do the same activity of adding technician and support groups into SLA notifications. Level 1: 6 Technician and 2 support groups After 6-7 days Level 1: 2 Technician only Please help to identify the gap. Thanks.
Fiel "Manager" from AD
Hello! What about synchronization Manager between AD and SDP ?? http://odarchuk.com
Not able to access
Hello Team, After successful installation of Service desk plus,am not able to log in with default credentials, OS :- windows server 2012 x64 Error:- Username or Password is incorrect X
Self Service the ITIL Way -- Starting Point?
Hi there, I am in the process of building out a new instance of ServiceDesk Plus. We've used it for several years, and haven't been taking advantage of the full features. As a result, management has asked that I build a robust system that requires as little helpdesk interaction as possible. In the past, users have just emailed their support requests in, and it was incumbent upon all our techs to monitor the queue and assign tot he appropriate group\take ownership of the incident where applicable.
How to account for OEM windows licensing
The asset auto discover picks up the windows license key automatically. This is great except for that it also picks up the OEM License key for HP. HP seems to always use the same key regardless of what the sticker on the bottom indicates. As a result it throws my compliance reports off in the dashboard. I tried adding it as a volume key but unless I constantly go in there and update it every time I get a new machine it will be "under-utilized", or apply the key to machines that have been activated
Why Can't I Delete That Entry in ServiceDesk Plus?
We're often having to clear out 'legacy' settings in client installations of ManageEngine ServiceDesk Plus. The biggest concerns usually revolve around the deletion of Sites, Departments, Categories and Support Groups. First off with Sites, Departments and Categories you often end up with a greyed out entry which is marked as 'Not for Further Usage' when you attempt to delete one of these entries: Whilst the option will no longer be available as an 'active' selection in ManageEngine ServiceDesk Plus
Software that has been added to a suite
I think it would be beneficial to indicate if a software title has been added or is part of a suite. Currently you have an icon for a software suite, but the software components themselves are also still listed in the software module. If you could display an icon say for example a blue dot next to individual software titles to indicate this title has been added or is part of a suite I think would be very beneficial. Another option would be just to add a column with yes/no values for part of suite?
Requestor to Technician Conversion Issue
Hi, I am converting a few requestors to technicians in manage engine service desk. However once they re technicians in system they cannot see the earlier service categories. Kindly Help Abhijeet
URGENT: Remove ROBO-Tech_ template from further use.
Hello, I need to remove the Robo-tech template from user and technician view completely. Please give me the query to perform this task as soon as possible. It's very urgent!
Site in scheduled Requesters import
I've tried both Site ID and site name for "Site" field in csv for scheduled Requesters import, but no luck. Users are imported correctly (login, password, domain ans so on), but Site is empty. How can i configure ServiceDesk Plus for importing Site as well? Another question: Is it posible not to overwrite existing Requester during import if the only change in properties is password?
ATTACHMENTKEY column servicedesk plus
Re ServiceDesk Plus v9 Does anyone have any information on the role of the ATTACHMENTKEY column in the SDeskAttachment table and how the value (e.g. 059763DD-335B-49F0-96AE-22928097023F) is generated.
export reports and queries
good morning everyone. I'm going to be moving from one company to another, both use manage engine service desk plus. I was wondering if there is a simple way to export the reports and queries that I have built in order to easily bring them to my new place of employment without having to manually recreate them all again. (there is no conflict of interest here, the company I built these at has gone out of business and is being liquidated)
No SLA for Problems?
Hello, I set up SLAs for low, medium, normal and high priority issues. It works for the Incidents but not the Problems. So I have to manually set the due by time for the Problem. Due by time should be populated automatically based on SLA, as with incidents.
Notification bell
our notification bell has stopped displaying alerts for "requester replies". AS far as I'm aware, nothing has changed on the system side of things other than a reboot. Other notifications such as ticket assignments etc are being notified via the bell - it seems that only requester replies have stopped notifying. Is there a method/command to switch these back on ? many thanks ewan
Requester Details
Hi all, I’ve recently downloaded the Manage Engine Standard Software but seem to be having a few issues configuring the requester details. I'm a fairly new user so please bare with me. The first problem I have is although I’ve added ther additional fileds of Business Name, Address Line 1, Address Line 2 and Postoce into the ‘Common Additional Fields’ section. When I then go to ‘Users’, ‘Add New Requester’ the fields appear but in a random order? I want to be able to amend the ‘Add New Requester’
CI Type for virtual servers
Hi there, I've added a few of our virtual servers into our asset module and would have thought the fact that they are listed as having server operating systems in that they would be identified by the agents as being vmw servers that they would go into the 'Server' section of the asset module. They are actually going into the 'Workstation' section. Other than setting up a 'group' looking for the word server in the operating system I would have thought it would identify them itself as servers? Or
Dashboard issue
I used to be able to see a listing of all the technicians within the sites of my organization but now I only see myself only after upgrading to SDP 9.0. This is very frustrating for I have searched this forum and have not been able to locate a fix. Also, when I view All sites NTLM Failed Redirecting to login page is shown where statistics should be. Currently we are running 9.0 Build 9004. I do not plan to perform any updates until these issues are resolved as I cannot afford for any other features
Question
Hi Dears where is the localhost root folder in the servicedesk plus?(typical setup)
User information - Additional Fields
Hello We have added some additional fields to the user information in SD+. In what table can I find the information in order to link it to aaauser for reporting purposes? Thanks for your support in advace Have a nice day Matthias
HTTP Status 500 -
Hi, After I login. It get Http status error HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException java.util.Hashtable.put(Unknown Source) com.adventnet.servicedesk.home.util.LicenseReminderUtil.getDetails(LicenseReminderUtil.java:86) org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1171) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
Allow organization of ALL views
Many of the default views within the Request module are unnecessary for my company, and instead produce confusion. I'd like to be able to hide default views, and modify the order of all views as they appear to technicians.
Asset query
Hi, I'm currently trialing the professional edition to see whether it's worth us upgrading to and have a quick query about the asset section. If I'm in the asset section by clicking on the Asset tab I can then see a button that says "assets in use". It has a figure next to it for example 42. I click on this and would expect to see all my 42 assets in use?!? It defaults to showing "resources" and only printers that I have as assets so will only show something like 12. Am I expecting something that
Query/Export notification templates
Is there a query i can run to export all of the email notification templates that we use?
Required Fields Prompt On Request Close/Resolution
Requested Feature: Show missing required fields and allow tech to fill in upon request resolution/close instead of error message. I have certain required fields for a request to close. When a tech attemps to close a request without filling these fields they get an error saying missing required fields. It would be really nice if, instead of an error, they got a window with the missing required fields that they could complete then proceed to close the request.
search box for Requesters
Hi all! How to enable search box for Requesters http://joxi.ru/t2y0U_3JTJA7Y6fAqTA ?? Now Requesters can search only at Solutions module - why? http://odarchuk.com
SD+ Free Version - change single technician
Hi can you only use 'administrator' as the single tech in the free edition, I want to change it to a user on the domain, is this not possible? Also should there be 5 techs? or is this trial only? Thanks
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