Why are some Requester conversations not deletable, (and how do I delete them :)
Hi, For some reason, we often get items in the Requester Conversations list that don't need to be there, but which we are unable to delete. This seems to have no pattern though. They might be locked, they might not. They might be from the requester, they might be from a technician, they might be from the system. The bottom of a 'Conversation' that can be deleted looks like this: The ones that can't just have 'Forward' So two questions:
I have a report to show monthly total for different request types, want to print the Month name in the title at run time?
Any idess? Is there a way to extract the month name from the current date range then display the value in the header or in adjecent column in every row (worst case scenario), this is the monthly report with the following criteria createdtime >= <from_lastmonth> and createdtime <= <to_lastmonth> Thanks!
ServiceDesk Plus 8127 Released
Dear Users, SDP 8127 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Issue fixed in 8127: SD-49613: Show site based filtering of groups in technician add / edit page, based on the group count configured in Globalconfig table entry. 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, Jeykar ServiceDesk Plus Team
When using ctrl-v I get this screen.
When I use ctrl-v to copy something in the text field for the solutions and description then I get this message. See attachment. security information name printscreen publisher ZOho from ... Where is this coming from. This message appears a couple of weeks ago but not everyone has it. Please advise Kind regards Tim Verduyn
Problem with copying SLA's
I can't seem to copy my entire SLA's from my default setting onto my sites. It does everything from the name of the SLA and the times/days etc, however it doesn't include who to escalate too. For instance i want a number of people notified when a sla level 1 is broken, however it doesn't copy that formation at all. Anyone now a way around this?
Reset Request ID
How can I reset the request ID in service Desk ?
Task report SDP
Hi, I have this query, but I need to make changes: I need to show: 1._ Field "Subcategory" the Ticket 2._ The "Item" Ticket. 3._% GroupName% 4._ LastMonth MSSQL SELECT cdtd.workorderid'RequestID', td.TITLE 'Title', longtodate(td.SCHEDULEDSTARTTIME) 'Scheduled Start Time', longtodate(td.SCHEDULEDENDTIME) 'Scheduled End Time', td.MODULE 'Module',std.STATUSNAME 'Status', aauo.FIRST_NAME 'Assigned To', aauc.FIRST_NAME 'Created By', longtodate(td.ACTUALSTARTTIME) 'Actual Start Time', longtodate(td.ACTUALENDTIME)
Task Report
Can I please get a query report to meet the following criteria? MySQL Grouped by Task Owner Fields needed: Task ID Task Creator Task Title Task Description Task Status Task Created Time Task Closed Time Task Actual Start Time Task Actual End Time Request ID link Need to filter between specific dates. Thank you for your help -Justin
End User Request - Last Asset
Is there a way to show (from the ticket) to see the last asset a user has logged in from (using AD)?
Request Templates to Existing Requests.
Hello, Currently our ServiceDesk auto generates requests upon receipt of an email, Is there a way for the User to manually apply a template to this newly created existing request based upon it's description? Cheers Chris
How to install SDP as MySQL and not PGSQL
The scenario is such that I cannot find the MySQL option in the setup. I need it because in a few weeks, we will be migrating all our existing data from a different helpdesk software (Numara Track-IT) into this. Therefor can someone explain me why I cannot find the MySQL option? I have made a fresh installation of the Server OS and waiting for a response before I move further.
Closing vs. Resolving
So - what's the difference between "resolving" a ticket and "closing" a ticket. What's the most common and why do they both exist?
Problem when triyng to forward a solution
Hello to all, we have experienced an issue in SDP with Solutions. When we try to send a forward to a user or a technician, SDP shows this message: Could we apply any fix for this issue? Thanks in advance
How to add Cost field into request.
ME Team, Is there any way to add cost field in new request same like in problems additional filed ?
Associate requester to multiple departments
Hello, As the title suggests, is it possible to associate a requester to multiple departments? This is mainly so they can monitor tickets Thanks, Samir
Request Aditional Fields & Disable Solutions for Requester or complete
Dear ME Team, As you read my Tittle above, i just want to know is there any option for, Request aditional field in this servicedesk plus application like problem additional fields ? as well as, Am i able to disable solutions tab to requester or completely ?
Remote Control With VNC
I have noticed that when setting up the "Remote Control Tool - VNC" that you can specify the device by $DEVICENAME. I was wondering if there is a way for it to use the device "IP Address" instead? We can not connect to some of our thin clients via host name, and would like to use the IP instead.
Change Management
When will a robust Change Management feature be added to SD Plus? Spilledmilk
Email warning
Hello! Question Servicedesk Plus! Is it possible to operate successfully send a response to the "warning" that come in e-mail?
problem with asset scanning
I've sent this to the support team but no reply yet. I'm hoping I can get some luck in this forum. Client – win 7 Pro 64-bit Scan error: No response received from workstation. Probably the workstation might be switched off or does not exist. The workstation: - Firewall disabled - UAC disabled - Can be ping-ed from the SDP server it has static IPv4 Also tried to change the DCOM settings to DEFAULT and IMPERSONATE as suggested by troubleshooter but still no luck. Another workstation (same
Feature Request - Reporting by n'th Day
Hi Support We would like to see the addition of N'th day option to the scheduled reporting module, such as; Report all last months tickets on the 1st Monday of every month Report all active Changes on the 3rd Thursday of every month prior to a Change Advisory Board meeting. Summary Report of all the last Quarter's tickets on the first day of every 4th Month Alex Bianco Compugen Inc.
pop and smtp over ssl - gmail
I am also trying to use Servicedesk with SSL for both POP and SMTP. Gmail only supports connectivity via SSL. I am running Servicedesk SDP Version : 7.0.0 Build 7010. How can i turn on SSL for the ServiceDesk Email Fetch Settings?
Can we expose the Change Calendar on our Intranet
ManageEngine ServiceDesk resides inside our firewall as part of our company Intranet. We would like to create an Intranet page that enables general intranet users to view the Change Calendar without having to login to ServiceDesk. Does anybody know if this is possible. If it is, how do we do it.
Auto Assign the Editor Field
Hi, Is it possible to set the Editor field in a request to a specific user when designing the request? For example, a hr request should always have the HR Manager as editor. Would this be possible? cheers Markus
Themeing Support
I am interested in purchasing this product in the near future. However I would need to know if custom themes are supported. This is because I am planning to integrate this with the corporate portal. So could you please inform if such a possibility exists so as to completely change the look to Maroon or Dark Red? If yes, how? ( I am using the trial to try out first before planning to buy the licences.
Support.do page and Technician rename
Dear ME Team, A Pleasant Day! I would like to confirm 2 things in this application, 1) Is there any way to disable or remove support page from technicians modules ? 2) Am i able to rename technicians into coordinators ?
Business Rules and Tasks/Templates
I would like to request the option to add tasks or use a template as a action item for business rules. I and trying to automate as much as possible in this system and this has put me in a stopping point. Thank you. Marcus IT Support Manager
Error reports
Hello good morning: I am a new user and I ServiceDesk has created a problem not solve agradecieria as ayudarn me if anyone knows the solution gener when a report throws me the following error:
In which table in the database does the account requestor information saved
i need to write a report that display the requestors information for each account, but i need to know under which table does the requester data stored? the requester table columns should include (name, login name, department, email) as displayed on the application. Best Regards
Migrating MYSQL DB to MSSQL Standard 2008 R2
Hi, I got the following ManageEngine Applications that using MYSQL as Database and I would like to migrate them to a central MSSQL Standard 2008 R2; Service DiskPlus ADSelf Service Desktop Central OPManager Any help or step-by-step guidance? Thanks,
Migrating MYSQL DB to MSSQL Standard 2008 R2
Hi, Is there any clear procedure to successfully migrate from MYSQL to MSSQL? Thanks,
Searchable Tasks
I have notcied that when searching in SDP requests that tasks do not show up in the results. Is this something that is going tobe added in 8.1 or a "NEAR" future service pack release? Thanks you, Marcus IT Support Manager
Service Desk 1 hour behind - Daylight Savings
Hi There, This time last year we had to apply a JRE time zone update for daylight savings, now it looks like we are again seeing the daylight savings time go out by 1 hour. This is the same issue as : http://forums.manageengine.com/topic/daylight-savings-time-has-not-changed#topic/49000004898041 We've tested out the latest Timezone update from http://www.oracle.com/technetwork/java/javase/downloads/index.html using the steps outlined in the previous problem above, but it looks like all validation tests
Require Techs to Link Solutions ID to Request-Resolutions
I would like the have the option to link solutions to resolutions by the solution ID have be able to see how many times a solutions was used to resolve a request. The reason for this is to: A) Have a better understand of the types of common problems we have and find ways to minimize those issues. B) To ensure that the solutions we create ARE being used and remove any useless information. C) To ensure my tech are resolving the same types of issue the same way. The feature is included it other
Upgrade of Software version, how to manage license
Hi, please give me your comments or how to... on this problem We have 5 licenses of Snag It 10, we bought 5 Maintenance plan and the company sent us the version 11. I can create 5 licenses of Snag It 11 but what I do with the 5 licenses of Snag It 10. These 5 licenses of Snag It 10 should not be used anymore. Thanks for your help
How to...
Hi All, I am new to ManageEngine Plus as a Administrator, I have used it as a tech before but I cant seem to set it up properly. Have a few questions, I might be missing some steps but I prefer asking then having to mess up I am using ManageEngine ServiceDesk Plus 8.1.0 Enterprise Edition, I have my requesters puled up from AD, all requesters can log in to the system and place requests but what I cant configure is, a MS an email account that alerts technicians and also cant configure the technicians
ServiceDesk Plus iPad Application
When will the SDP iPhone/iPad application be updated to include full screen capability on the iPad and more robust filtering capabilities for tickets? The idea was sound but the execution was poor. I'd like to get iPads for each of my technicians but only if this application actually works well and operates at full screen, filters tickets well and allows proper worklog time inputting. We have a number of different groups for tickets and filtering them simply does not work with the current iPhone
request for report. need a report to show incidents against SLA times
been trying to create a report to show if we are meeting our SLA targets as set out on Servicedesk plus
Sorting customized views
Hi, Is it possible to sort your custom views to the top of your request view in SD+? I have a view for all requests with the status 'Investigating'. Right now it as at the bottom of the (very long!) list of views I never really use. Is it possible to sort them so I have the views I actually use on top? Thank you.
Incident Catalog Icons
We are creating new template categories and was wondering how we can reuse the icons that were there originally.
Next Page