One host, multiple IP addresses, multiple licenses?
Hello - We are using HP servers in our environment, and their integrated Lights-Out management interfaces get separate IP addresses (and hostnames) from the servers on which they live. Therefore, 100 servers are showing up in SDPlus as 200 nodes on every network scan, and consuming twice as many licenses as they should. For example, ServerA.mydomain.priv has an IP address of 192.168.10.11, while ServerA-iLO.mydomain.priv has an IP address of 192.168.10.111. Both of these are on the same physical
Assets: Network details to Acces Points and firewalls
Hi, How can I add the same Network details as servers have (like IP-Address) to asset types like Firewall and Access Point? Firewalls will also have several IP-addressess as they have several network interfaces. Regards lakend
service fails to start
On reboot the ManageEngine ServiceDesk 4 service fails to start. When attempting to start the service manually the services console produces an error message: "Could not start the ManageEngine ServiceDesk 4 service on local computer. Error 1067: The process terminated unexpectedly" I have rebooted the computer multiple times only to receive the same result.
Message window does not close until 30 sekuner after the message is sent ?
Hi, I have this problem that when you want to reply to, or forward a message, it will take 30 seconds before the window closes? To fix this problem, I tried to upgrade from 8.2.0.0 to 8.2.0.2, with the result that the update failed. After a backup restore back to 8.2.0.0 I manage to upgrade to 8.2.0.2, but the issue where it takes the window 30 seconds to close after the message is sent, is still there, and it's an annoying issue for our technicians. Is there at fix ?
WYSIWYG editor for tasks
Hello We have two ideas for improvement regarding the tasks: the description of tasks is shown in grey and there is a risk that you miss important information. Se, we suggest to display this field - like any other field in the task view in black --> SD+ form field in grey & user filled field in black. it would also be very helpful to have a WYSIWYG editor for the task description Thanks in advance for any comment Best regards, Marc
Announcements
Hello to all, are there plans to implement some kind of security in announcements that does not allow certain actions like delete? Thanks in advance
Quick Add Task from Template on Change
Prior to 8200, you could add a task to the implementation in a change from a dropdown if you had templates enabled. You could add a task from a template with 1 click. The development staff here would like the ability to do that in 8200 without clicking Add New Task First.
Import requests via XLS
Hi there, We have found 2 issues / limitations when importing requests via XLS (in build 8126). 1° It does not seem possible to import large XLS files. I had to split the XLS file containing 4000 lines into several smaller XLS files (with no more than 250 lines per file) otherwise the system returns "page cannot be displayed" after a while and the requests are not created correctly (mapping fails and/or duplicate requests are being created). 2° Special characters like the registered trademark
Pass-Through Auth stalling
After enabling Pass-Through Auth, users are encountering a 2 to 3 delay opening the SDP page. Eventually the page will open with ?SkipNV2Filter=true added to the url. Need to know how to resolve this, other than disabling Pass-Through Auth.
Support Groups - assigning by email address
Hi, I'm trying to assign requests to a specific technician(s), when the "To" field on the email matches a specific email address. The specifics: we've got an email address, ishelpdesk@foo, attached to an Exchange 2010 mailbox, that we use for our helpdesk jobs. The mail fetching works fine, and delivers all mail to us as requests. I wish to add another email address, phones@foo, to the same mailbox, to allow people to send Phone requests to us - however I want to control who is automatically
SDF-25339 Notification to a technician when two requests are merged
Hello to all, any advance about SDF-25339? Thanks
Something's got confused
We have several hundred workstations in our Asset list that are fine, but we have a strange problem with a couple. These 2 workstations are named WS1 and WS2 and are used by User1 and User2 respectively. They are identical HP PCs running Windows 7, and both are working fine. However, I can't get both of them to appear on the Asset list at the same time. If I scan WS1, it appears as an asset, showing that it is assigned to User1 and last logged on by User1 (which is correct). If I then scan WS2,
Change Approval from Mobile CAB members - How to?
I'm in the process of setting up a new instance of ServiceDesk Plus, and an interesting scenario has come up that I have not run into before: A non-technician user is a member of a CAB and selected as an approver for a change. This user is offsite and disconnected from the corporate network. They receive the Request for Approval on their mobile and wish to submit their response without returning to the office or remotely connecting to the corporate network. Can this be done without exposing
Feature request: unified update buttons
Passing from one part of the system to the next, many times the submit or save buttons will be located at the top or bottom. I would like to see all buttons put uniformly on the top of forms, or both on the top and bottom. If they were on the bottom, it might be nice to have a floating overlay that is absolutely positioned to the browser window, at the bottom right.
Summary Report
Hi, I would like to generate a summary report of total cases received, completed, SLA violations and pending something like below on a weekly and monthly schedule: Please assist. IRIS reports for the month of September: Total requests (incidents & service req) Received 4600 Total requests (incidents & service req) Completed 4599 Total requests (incidents & service req) Pending 57 Total incidents violating SLAs
Will it be posible to change the blue section box color ?
Hi, Will it be posible to change the blue section box color ? Will it also be possible to change the color on My Tasks area on the frontpage ? Can I change these colors in stylesheet ? It would be awsome, if the rest of the colors could fit our logo :-) I found this in a other discussion, but I can´t find that section in Servicedesk Plus 8.2.0.0 ? Please help me :-)
Median Age Pending Tickets
Does anyone have a report that shows the current median age for all pending tickets and then a seperate report for incidents?
"Time taken to assign "reports
Request ID Technician Priority Subject Requester Group Site Request Status Operation Time Created Time UnAssigned Time Completed Time MY-SQL: Un-Assigned Tickets: Time Taken to Pickup SELECT wo.WORKORDERID 'Request ID',ti.FIRST_NAME 'Technician',pd.priorityname 'Priority',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',qd.QUEUENAME 'Group',sdo.NAME 'Site',std.STATUSNAME 'Request Status',(select FROM_UNIXTIME(wohi.operationtime/1000) from workorderhistory wohi where wohi.historyid = (select min(wohd1.historyid)
problem importing from AD
hello i imported requesters from active directory with the additional fields, the result was that some users return all information but others not. what is the problem?
SD 8.0 Pass trough question
On new version of SD (8.0) there is option like in other versions before "Pass trough", which enables single sing on for users. My question is, how do u configure it in SD 8.0, since there are new fields in config panel now. Why do i have to make a computer account in active directory and make password for it, for this option to work?
Tab solutions
Dear people, Could you help me? where i can fill up the pull down list topic in a solution. i attached the file i need to fill up the pull down list "onderwerp" anyone knows where i can find this
New Query Report
I am new to manage engine and would like to ask for help writing a custom query. I would like a query that I could run that would show all patches deployed in a given date range. I would like to have other columns on the same query. Machine name, Patch ID, Bulletin ID, Installation Time. Is this possible? If so Where would I start? thanks,
Custom Report for Pending Tickets
Hi I would like to create a report showing how many Pending request are left at the end of a month & week regardless of when the request was made. Is this possible as I've been unable to create it? Thanks.
8201 Worklog startime endtime empty if not selected
Hi, with the latest update and change in the worklog move to tasks, The start time/end time of a worklog stays empty if not selected. This is a huge impact in terms of reports if someone forgets filling out this. Before 8200 this was filled out with the current time. Furthermore the past time is converted to start time and should rather be end time. These are two really major bad changed which happened and should be changed asap in a hotfix. Kind Regards, Per
[SDP] Restore Data - Error Tables
Dear Sir, every time I tried to restore my SDP data (v8.0 build 8022), there is always below msg: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences however the restore still completed and the SDP seems working properly. just would like to check whether thoese 2 "Error Tables" will have any potential impact of the system operation. Thanks. Regards, Alan
Auto-assign technician and creating new request manually
Hi there, We have issues when we set Technician Auto-Assign and creating new incident manually. What happened was: we have 2 technician and auto-assign was set up as the following: Select Tech Auto Assign model Round Robin Execute when a request is Created Apply Tech Auto Assign while creating requests to All Requests let's say the technician's names are John and Brian when John create new request manually, with the status set as [Closed], sometimes it got assigned to
Deploy agent via internet
In our organization we use ServiceDesk Plus that recently have been implemented. We have quite a few computers that rarely or never exists in our internal network. This is the reason why I would like to add the agent tool on these computers in an easy way to the user (a user who might have problems to install MSI package). The aim is of course to get an overview of the machines we have and hopefully install the agent on all computers. How do I do this easily?
Requestor cannot see work log?
We would like to setup the Requestor to be able to see the details of the work log. How much time was billed, the notes, time, etc... Anyway we can do that?
MySQL
Can SDP be hooked to a MySQL database? I am not getting the option when I install it.
Unable to scan asset, DCOM error
I am unable to get the agentless asset scan to work. It gives me the DCOM error, however DCOM is enabled. This error is given for both Windows XP sp3 and Windows 7 sp1. I am able to get audit information with an agent fine. I've tried using the vb script provided to fix the dcom error however I get an error on that asking for it to be run as administrator. Problem is I am logged in as administrator when attempting to run the script.
Disabling anonymous access to solutions
Hi - There's an old post that references anonymous access to the solutions portal using a specific URL. What I'm seeing though is that even without that special URL, anonymous access is possible. We're setup with SSO authenticating against AD and the site itself is publically accessible. If I visit https://domain.com/SolutionsHome.sd from a non-domain joined PC, I'll get prompted by IE for credentials as expected. Note this is NOT supposed to be the URL from which anonymous access is available.
Desktop Central + Service Desk Plus 8.2 remote removal of programs
Is it necessary to have both the service desk plus agent and desktop central agent installed on client machines in order to use the features of desktop central such as remotely removing software?
How to change default Views ?
So we have several custom status's that make all of the default views basically useless. I need to be able to either a) change the queries of the default views or if that is not possible b) delete the default views So that i can make my own. Right now i have a list of 15 or so views cluttering the list that no one can use because they are so inflexible. Thank you in advance for any assistance !
Rendering Exception
I am using the Configuration Wizard to add Departments. I had previously set them up under the default settings and discovered it was not working. I then changed the site name and started linking the Departments with the sitename which sorted that problem, however, the names in the department list now show up as [Rendering Exception], the information inside each entry is correct and will works correctly in the template, but the list of departments all show up as [Rendering Exception] for each entry
Color Code Definition
Can we change chart colours for reports from ME ?
Add Requestor
In the next planned release of the software, could you please make the "add requestor" capability a role option? I have technicians that need to be able to add requestors, but are not suppose to see contract or purchasing information. Currently I am running 5.5.0 build 5506 Thanks, John Burkholder
ServiceDesk Plus Iphone Mobile App crashes when you try to view workorders with 8201
This weekend I upgraded from 8127 to 8201. Everything is working great, except that the iphone app crashes everytime you view a workorder. When a ticket has no workorders, it loads fine. However when it has a workorder, just clicking on the menu crashes the app. I know there was a change to the Schema to the workorder structure and layout, but with a broken mobile app this upgrade is useless. Crash reports have been submitted to support, tickets 6832053 and 6832049 . Please fix this
network scan result
Hello I scanned two network and had a successful scan but nothing was added to the assets, what can be the problem
Pop up when requesters choose a priority
Would it be possible to have a form of pop-up or something similar shown to requesters when they are choosing the priority. Kind of like a warning - Not to choose emergency unless it is an emergency etc.. etc.. Thanks Eithne
Hotfix 8118 released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8118 SD-41662: In IE 9, Group field will go blank after selecting the Requester name in the new Incident page. SD-47432: Report Schedule gets deleted when report is updated by other Technician. SD-47305: Right navigation button under 'Manage Custom View' is missing in Chrome Browser.
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