Mail fetch error
Hi, Mail fetching seems to have stopped - I have tried stopping and starting the fetching within the admin tab. I've got these errors - Server started at : Fri May 02 09:44:47 BST 2014. Current time is : Fri May 02 10:38:00 BST 2014, which is less than 1 hour from server start time. Hence not checking mail checker for this time. Am I right in assuming this means it wont fetch mail for an hour after the server starts up? Is this normal behaviour? Thanks
Report with Tasks and Requests
How would i run a report that is similar to the Requests by Technician, but including all tasks assigned to technicians as well? We're wanting to reflect all work done by these individuals, not just requests but tasks as well. --Ryan
System Log Report
Our internal Audit department has requested an export of the system log. Is it possible to create a report to export the entire System log? v8.2_8216 using MSSQL. Thanks.
Reopen the closed request by the requester
Hello, We are using servicedesk plus 8.2. If i enable the option in the self service portal(reopen.jpg),requester can reopen their own request of any older date. As the technician , i just need the requester to reopen their requests closed two days before alone. I see the days selection option (reopen1.jpg) but this is working only for requesters replies through email. So please check and let me know the possibility of the day setting by the technician in the self service portal to the requesters
Default priority request by email
Hi, I want to change the default value of priority for the request open by email. It is set to Medium and I want to change by default in Low- can you help me? thanks
Remote control on Windows 8.1
We have Installed SD+ 8.2 Remote control on Windows 7 machines works well Remote control on Windows 8.1 machines do nothing. Remote machine does not show any pop-ups What can be wrong?
Agent installation is not working in 9010
Gents, have you checked your InstallAgent.vbs script in the latest version ? Windows 8.0 As I can see, that doesn't work at all in InstallAgent.vbs: if(Cdbl(currVer)>Cdbl(latVer) or (Cdbl(currVer)=Cdbl(latVer) and Cdbl(currSP)>=Cdbl(latSP) )) then 'Wscript.Echo "already in latest version, so no need to download the agent again." Wscript.quit(0) end if MSI will be never installed for any params. It should be something else: if(not isNull(latestAgentVersion) and latestAgentVersion <> "")then
Leaver Requests to show assigned assets
Hi, I wonder if it is possible that when HR submit a leaver request they can select the leaver for a drop down and when the ticket comes to IT we can simply ticket the leaver and view all the hardware assigned to them. this would make the process so much easier. thanks Russ
Purchase Module Po Filter
I would like to see a "Pending POs" filter option in the purchase order module that displays all POs that are not closed yet.
Trade rules
I'm creating business rules from the tenth to bad they no longer appear. If taking creates them again I get an error message, version: 9.0 Build 9000
Importing Requests from XLS file - accentuation issue
Hi, I was trying to import several cases with the provided form. Unfortunately accentuation seems to be a problem here. French accents are replaced by squares when I try to match the columns... Hence I can't import the data as they don't match with our informations. Looking forward to hear from you. Best regards, Cédric
Changing the Trial to Standard
We've been evaluating ServiceDesk Plus MSP for about a week and would like to switch it over to the free Standard Edition without waiting until the 30 day trial is over. How do we do that? We installed the Standard Edition of the Trial. Thanks
Report for requests logged during peak hours
Hi. I want to run a report that can show me a variable date view on how many calls have been logged during certain hours of the day. Example. All calls requested between 8:00am and 18:00pm between 1st May and 30th May. I would like to see this by day. Does anyone have any ideas?
Reopening ticket
Hello, I have a question. Our system have the config that allow the user to reopen an incident replying the answer email. But the question is, when the user reopen the incident, the SLA have to reset too, right? Or not, the time stay as the initial time? Thanks for the info and continue doing this great job. Mário Sérgio
ServiceDesk Plus 9012 Released
Dear Users, SDP 9012 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9012 SD-56926 : After upgrading to 9011, Some of the Dashboard charts under Helpdesk tab shows Plugin is missing / Install Missing plugin. This issue is fixed. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk
How to encrypt password ?
Hi, I am trying to make a login panel that use same username/password as service desk (help desk) uses. I want to know how to encrypt the password to match what on aaapassword table ? given that the algorithm is MD5 with salt. Thanks.
Change Roles - Bravo! Feedback and Enhancement Requests
(Written with respect to experiences in ServiceDesk Plus build 9003 Enterprise - upgrading to 9010 shortly) First, I would like to applaud the use of Change Roles. Combined with Change Workflows and permissions afforded to Roles, this allows automated notification to be sent to whichever ServiceDesk Plus user fills the Change Role for a particular Change. Bravo! Please forgive me if someone has proposed them already, but I would like to suggest enhancements to the Change Roles feature. Request
Printers - Servicedesk Plus and Desktop Central
Hi I have both SDP and Desktop Central running (both latest versions) however I am a little unsure of how to import the network printers into SDP, not the process but which system to use. The method I used previously was to do a network scan on each IP range using SDP however I am a bit concerned that Desktop Central will also import printers into the system and in some way duplicate the devices. Does anyone have some advice on this please. Gary
Custom views buttons on main bar (next to Pending requests list button).
Could it be possible to pull up custom views on additional buttons (on tools bar)? I have to list to often custom views or switch between my own requests and all requests. This list view behaves badly and sometimes need to open it few times to switch view. It would be better to have some more view buttons customizable on main requests view.
Reset password option for customers in administrator panel
Hi, When we send credentials for new users , we have to assign it manually and provide something temporal created by ourselves, writing the mail everytime, etc. Would be good have an option with just 1 click that reset a requester password to any ramdom string and send it automatically to the requester by mail (using the associated requester mail) to save time and get more security. Regards.
Quantity limit business rule
There is a quantity limit of trade rules that I create?
Mandatory comments every stage approval
I am just in the process of updating our Servedesk plus to build 9000, one thing thta I notice is in the stages for change we must add comments everytime we approve. This is goign to drive a lot of people crazy. Can we just approvae and have comments as optional?
Add Note (note to file) to all Changes - ServiceDesk Plus 9010
We have upgraded to ServiceDesk Plus 9.0 (Enterprise) and are pleased to find that much of the functionality we had been obtaining through custom field configuration is now default functionality available through built-in fields (e.g. Change Roles, Change Closure Codes, Status Comments). As a result, we no longer need to assign six of the 'Change - Additional Fields' for these purposes and would like to remove them from the Change templates. In order to do this, however, we need to ensure the integrity
Do you know where can I download Servicedesk v 8.1.0 Build 8121?
Do you know where can I download Servicedesk v 8.1.0 Build 8121?
Implementation of registration problems
we need start to use the registration of problems, and need include some aditional field to the template, i saw the option , additional fields for problems,i saved new fields but i do not know how view this fields in the template new problem SD V 9.0
SSO not working - Redirected on logon page
I have configured SSO under the Active Directory correctly and made the change in Windows 7 to accept NTLMv2 connection but I still can't open SDP even if I have a "successfully authenticated" in the sso log.
how to fix URL in reply template after moving to a new server
The email that techs get that a ticket has been assigned still links to an old server. How can I update the $RequestLink that is part of the reply to point to the new server?
More logic for alerting
Scenario: A ticket gets opened that has both group and technician selected. Right now the group would get an email stating that a ticket got opened for the group. A second email would be sent to the technician stating that a ticket was assigned to them. I wan logic that says: If a ticket is assigned to a group and a technician, only send an email to the technician.
I need help with a query that return all Support groups and the technicians that are in the group.
I need help with a query that return all Support groups and the technicians that are in the groups.
Updated to 9011 - No Flash
Hi Right after update to 9011 Dashboard show "No Plugin Installed" Same for IE and Chrome
Attachments
Hi, I have to delete the attachments of some tickets (about 200 of a specific group). Can I delete the records in tables WorkOrderAttachment and SdeskAttachment (join key: ATTACHMENTID)? Are there other tables I should check? Thanks
Editor Adds extra blank lines SDP
I'm using Chrome as browser for SDP. But nearly every when I copy/past something in the editor and then save it, there are appear extra blank lines after each sentence. What can i do about it, en is there a way to change the editor with a more comprehensive editor. with kind regards, jeroen
Can't convert requestor to technician
hi, I need to convert a requestor to a technician, however, when I open the requestor to edit it, I do not see the 'Change as Technician' option. Why can I not see this option?
Help setting up a test environment
I have reviewed the instructions from other posts but I still have problems. On the production server I am running the latest build and the database is mySQL I installed SDP on a test computer, the latest build, and the database is postgress How can I use a backup from the production server and restore on the dev server given there is no option with the version9 installer to choose mySQL as the database? Wayne
Change 'Notifications' section - Status Action notification listed as one notification per recipient (not one with a list of recipients)
(This post was created with respect to build 9003) We have noticed in version 9.0 of ServiceDesk Plus (Enterprise) that Change Record 'Notifications' section appearance and behaviour has changed. 8.0 build behaviour: Single notification displays with list of recipients that it was sent to 9003 build behaviour: When a Status Action is chosen with a list of Change Role recipients for the associated automated notification, and the Change Role specified is populated with users in that Change Record,
Auto populate requesters from incoming email
How do I turn this off? I need to prevent SDPLUS from taking the contact withing the incoming e,ail and make a new requester from it. I have this seeting, set to No; Allow dynamic user addition when the user is not imported in the application?
Enterprise Edition - Bulk Import of Assets
If you're an existing ServiceDesk Plus Enterprise user you might find this blog post useful. In the Professional Edition of ManageEngine ServiceDesk Plus you have an option to import assets from any of the Product Type summary displays. The example below is from the Workstation summary list and the 'Import from CSV' link is on the far right of the display: Clicking on this link gives you the option to import into the 'IT' (licensed) or 'Non-IT' (not licensed) portion of the Asset register: Once you've
Exporting configuration to new installation of ME SD+
Hi there, I'm working on configuring our new instance of ServiceDesk+, and we have a good number of custom sites, departments, etc. I see a way to import this data from a file, but no way to export it from the old system. Is there some way to accomplish this? Thank you!
Add and Manage Terminal Services Licenses on Servicedesk
Hi, We need to manage the acquired licenses on servicedesk (softwares, Cals and Terminal Services). For CAL (Client Access List) the SDP have an specific option to associate with softwares - ok. And When we need to add the terminal services licenses (Microsoft Softwares) what's the better option/category/type? The support team can help me on this situation? Default Licenses Types: - Client Access License - Concurrent License - Enterprise (Perpetual) - Enterprise Subscription - Free License - Individual
How does an asset's group get removed
Hi! We're running SD+ version 8.2.0 build 8201 and AssetExplorer Agent 1.0.12 and I'm encountering a problem with Assets (laptops, in this case) which were added to the group "laptops" but for some reason they are getting dropped out of the group over the course of a day or 2. The asset has a "success" for the last scan. Can anyone tell me how to keep the asset assigned to a group? Thanks! Janet
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