Installed software on workstations report
We are looking for a custom report that we can query for a specific software package or part of a software name (wildcard). The report needs to be grouped by the software title, and list the workstations and the assigned users underneath that. We are running MSSQL on 7.506. I have tried some of the queries on this board, but nothing returned the desired results. Thanks.
Requested Doesn't Get Email
Hi, If I log a call onto the system manually via a new request form, I assign the requester on the form and then technician. The technician gets an email, but the requester doesnt Why is this?
ae_scan.vbs fails with SSL
I had installed Demo SDP and scanned another computer with ae_scan.vbs. It worked fine and computer appeared in Assets. Later I configured SDP over SSL. It works fine but when I execute ae_scan.vbs, it gives error: ---------------------------------------------------------------------------------------------- Exception occured while running the Script. (ManageEngine AssetExplorer) Error Code : 0x800C0008 Error Desc : System error: -2146697208. For resolution please report the above Error Message
ae_scan.vbs fails if SDP runs on SSL
I had configured Demo SDP and executed ae_scan.vbs on another computer. It worked fine and the scanned computer showed in Assets. Later I configured SDP on SSL configured with cerficate issued from W2K3 CA. It works fine but when I exucute ae_scan.vbs, it gives error: --------------------------------------------------------------------------------------------------------------------------------- Exception occured while running the Script. (ManageEngine AssetExplorer) Error Code : 0x800C0008
Problems after 8.2 update
We have finally updated to the 8.2 version because we had a need to use Project Management. The result is now a non-functioning Service Desk app. Thus far, we have uncovered the following problems since running the update to 8.2... The Home tab displays a mostly blank page. Only the Quick Create displays, the rest is blank. For some users, the dashboard tab indicates that a plugin is required. Did not have that before. Recieve an HTTP 500 error when I attempt to open a incident or request that
REST API and User defined attribute
I am using the REST API to create requests. Data is sent via the INPUT_DATA xml attribute. Everything works fine. I would like to add a user defined attribute to the xml structure but the problem is the syntax of this attribute : "N° de Client" <Operation> <Details> <subject>Specify Subject</subject> <N° de Client>N9812</N° de Client> </Details> </Operation> The above xml structure is incorrect (spaces and special char), is there any solution without modifying the user defined attribute's
additional fields when creating report
Hi there, There are some additional fields I can choose when creating a custom report All Requests. On the first step, under available columns, there are lots of old fields I used for testing. is there a way to find out where if it's being used, and how to delete them? Thank you for your advice.
Request Notification
Hi, I wondered if somebody could help me. Is it possible with the system for it to send an email to X address if there is a new request that has not been assigned for a period of time? Thanks Paul
Matrix report - group dates by week
Hi, I want to create a matrix report which lists my technicians on the left in rows and the columns on top are broken down into weekly periods (the range may be a year, multiple or a single month with a weekly breakdown). The content is to show how many tickets the technicians raised on a weekly basis. The wizard doesn't allow me to group days into weeks, is there a way to do this via an MS SQL query? Fields I'm working with are Created By (filtered on my technicians name because staff can create
Summary report - help required
Hi, We are looking for some help to create a summary/KPI type report as per the attached doc. Can you help get us started with this ? Thanks Lorraine
Query report problem
Hi, thanks for looking at my issue. the below report is exactly what im look for however i error when running this im running version 8201 and MSSQL at the bottom of this post is my error message. KPI report - group,technician in ServiceDesk Plus» Query Report-KPI Reporting • 2 years ago Technician Group Total Number of calls Total Closed Calls Closed within SLA Closed exceeding SLA Percentage within SLA Percentage exceeding SLA Date limit : for the current month Tested in 8011 DB :mysql /mssql
Servicedesk and Desktop Central
Hi, I have been using Desktop Central for a while now and it has all my assets and software licensing in it. We have just started to use ServiceDesk Plus and I don't want to have to maintain two seperate asset and software licensing lists. Are the two integrated in anyway to prevent this and if so how do I setup? Thanks Paul
mobile client and logon problem
I've install the ManageEngineServiceDesk Plus app from Play store on my android phone. I've inserted my ip for my server and I'm trying to logon. But I get "Login Failed" - User authentication failed. I know my password is correct. I think it's related to the same fact when I'm trying to logon to the web, I have to spesify that I'm not using domain, but local authentication. I can't figure out what to type in front of my user name to force it to use local authentication. Could anyone please tell
Role problem vs tasks
Hello, We are experiencing a little problem since update to version 8203. We have custom roles created for our support groups. Previously we had it configured that some support groups working with tasks werent able to see all request in the "Technician Allowed to view" and were only able to see the requests that were assigned to group or to him directly, and they were able to work properly with tasks and worklogs. After updating from version 8125 to version 8203 technicians with this role are
Exchanging tickets between two ManageEngine helpdesks
We have ManageEngine Servicedesk plus, our supplier (who we exchange a lot of tickets with) also uses ManageEngine has the MSP version. We are currently exchanging tickets between the two of using using email as the interface, but it is not without issue, as they already have access to our network and we are both using similar ManageEngine products, is their a richer way to interconnect them?
Graphique interface for solution in the customer interface
Hi, I have been searching for an option to change the way solutions are presented to the user in the self service portal. It would be nice to have the same interface for solutions as the request catalog. It is a lot more user friendly. One other improvement would be to add a link to an approved (and availible to all) solution in the request catalog for those that have one. We would like our users to log to the self service portal and look for solutions to their problems and to create a request from
Over due flag is not appear
hi I've servicdesk 8.1 and all calls when it become over due no red flag appears beside the status .... any help thanks
Notication Rules not working in SDP
Hello, I am trying to test the configuration of our new SDP installation, but some of the notification rules are not working. Only when a request is raised for a requester it works, but it doesn't for when a request is resolved or closed. I have check that the rules are activated but nothing happens. Incoming and outgoing SMTP settings are fine. Attached is system file. If you need thread dump, let know.
Custom Theme Improvements
Hi, I'm pleased to see the custom theme option, but there are some inconsistencies in how the colors are applied that really should be corrected. It's easiest to explain with a screenshot: Basically, the Edit/Close/Assign/Actions/Reply buttons are drawn with black text on a solid color when it would likely make more sense to match them to the top tabs, both in terms of having a gradient background and also having a customizable text color. This would work better in cases like ours, where the
ServiceDesk Plus Issues
Hello There , After installing a version ServiceDesk Plus on my server We faced these Issues: 1- Although Mail Settings are correct and Notifications Settings are correct the system didn't notify me on any operation (send ticket , ticket closed ,...) this is screen shot for mail settings and this is a screen shot for notification settings 2- after Enabling "Pass-through" Authentication [ Single Sign-On ] From Active Directory Settings I get a blank screen on the browser every time I try to enter
DueBy Date changing by itself when merging tickets
I recently noticed an issue in which the DueBy Date is changing when it shouldn't be. From checking the history of these tickets being affected, it seems that merging tickets is causing the problem, because that is the latest action shown in the history of affected tickets. The 2nd to last action would be me having manually changed the DueBy Date. So I'm wondering if maybe the issue is that the manual DueBy Date change is not sticking to the original ticket when a new ticket is merged to the original
Merge Requester not working on 8125
Hi, before upgrading to 8125 I was merging requester with the system. See attached file, I've readded all the file from the ZIP to the good location on the server, rebooted the server and it's not working. When a go to the link: https://............../servlet/DebugServlet?mode=username or https://............../servlet/DebugServlet, The system bring me to the login page.... same as usual but after entering my credential I have a blank page Thanks to help Frikdel
ServiceDesk Plus 64-bit exe/bin Released
Dear Users, 64-bit Installation exe/bin has been released and can be downloaded from the URL, http://www.manageengine.com/products/service-desk/download.html#moredownlaod Steps to move to 64-bit Installation for existing customers with MYSQL or PGSQL database: 1. Migrate till 8123. 2. Take a full backup. 3. Install a fresh installation with the 64-bit installation exe/bin. Note: The new 8123 exe/bin istallation will have only pgsql bundled. Customers who are in mysql should handle this by changing
"Acknowledge requester by e-mail when the request is updated" Does not work properly
This notification never works properly. When assign a technician, and I can see in the history that the request has been updated, the requester never gets an email notifying them about the technician assignment. It's not until the request is closed that the "request updated" email goes out, so the requester ends up getting 2 emails at the exact same time; one saying it's updated, one stating it's closed. Why won't the ServiceDesk notify our requesters when a technician is assigned? We want it
Requester Additional Fields
We have used query reports previously to extract requester information in to Excel. The query report below has stopped working since we upgraded recently. I believe that the table containing the additional fiels has now changed but don't know what it's called. Previously the following code extracted everyone with UDF_Char3 = Yes, but now when you update the field that used to be UDF_Char3 (in our case - 'Is Membership Manager') it doesn't appear to be updating in Requester_fields. The user Donna
Backup Technician problem
Hi, "Move requests to unassigned state" function in Backup Technician doesn't work. There is nothing happen after I selected that function and save. It alway move my selected to "Don't take any action on the requests" everytime. So please could you check. Thanks, Sakarin
I am still unable to clear the "PO Approval" issue
Hi, I read one of the comments regarding approval of PO and ensured that all of them are addressed. I am still unable to get the PO approved by the approver. It always shows the message "You cannot approve this PO". Please suggest.
Update problem from 8204 to 8205
Good morning. Yesterday, trying to apply the update to 8205 of ServiceDesk Plus and after all the usual steps (engine stop and full backup) the UPDATEMANAGER gave an error (attached the log). According to what I see, it has something to do with java, but don't know what. Need your help, please. Thank you.
Number 0 in a pick list
I added a new field on the default request template, and one of the options in the drop down menu is the number 0. ('0' just zero, no quotes nothing). But whenever it is selected in a new request, the value goes back to 'Not Assigned'. Can this be fixed?
RSS feed for new incidents
Hi, Is there currently any support to get an RSS feed of the incoming incidents? If not, will there be? Thanks in advance. Best Regards
Manage Engine Service Desk Plus on iOS device
I installed SD+ and SD+MSP on iPhone, but failed to login. Can someone tell me what's the correct settings for iPhone? Thanks.
Scalability
According to the fact sheet ServiceDesk Plus can handle up to 750 Technicians Unlimited Requesters 4000 Requests per day 7000 Sites 35000 Groups 30000 IT Assets Does that mean we will not be able to add more than 750 Technician licenses? Demetrius
Asset movement
Hi, In the Asset section, can you move items from workstation to a different group e.g. EPos or switches as most of my asstes have gone into workstation? Thanks Keith
Support for Oracle as Database for SDP
Is there any road map for support of Oracle Database as back end; there are many advantages to it; > efficient back/recovery > heterogeneous platform migration. Windows to Linux/Unix; vice versa; > distributed architecture for application and database separate. you can start by supporting the free edition of the Oracle DB as well ;
Calendar Task View Gives No Relevant Task Information.
Is there a way in the Home --> Scheduler -->Tasks view that, when you click on the task link, it would bring up the same pop-up as in the Home --> My View --> My Tasks view. This pop-up is infinitely more relevant, helpful, and usable. What it does give is very limited and contains no relevant information as far as context and what the task is linked to and no working options for it like the My View links provide.
Projects Tab Causes Problems
In Build 8203, in Internet Explorer 8, when within the Projects Tab, the other Tabs (Home, Dashboard, Assets, Admin, etc) disappear. Upon calling support, they said it was a known issue, and I just thought I would post to see if there was an update on this bug. Please use screenshot attached.
Service Level Agreement - applying standard SLA's
Hi Quite new to this tools and just building our customer base on the system. We have created a set of Default SLA's in the -configuration wizard HELPDESK- SLA and in the drop down box Default settings. Here we have defined what we want to use as a standard set of SLA's across all of our customers. How do you apply the default SLA's to each customer? or do you need to create them individually for each customer?. i.e. we aren't looking to apply to all customers we appreciate that we need to do it
ServiceDesk Plus 8206 Released
Dear Users, Hotfix 8206 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8206 SDF-48842 : Whenever a Group request is updated, selected technicians for the group will be notified. SDF-41556 : Allowing technicians to create his own API key in personalize option. Issues Fixed in 8206 SD-50388 : When a ticket is assigned from unassigned state, assigned technician is not notified. SD-50871 :
Report request or help creating
Hi All, im looking for a report in ServiceDesk which shows all laptops or workstation without x software installed im sure its there but i cant find it. if any one could help i would very much appreciate it.
Auto lookup when entering a ticket
Ironically, this feature is currently used when posting a discussion to this forum. It would be a great feature to have the portal suggest topics based on the Knowledge base articles as you type in the subject line. Even if this became part of the Service Catalog feature, it would be beneficial to reduce user calls.
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