Critical : Error while invoking backup
hi chaps, I'm getting an email each week when SD+ backs up saying it's having problems. It doesn't fall over and is working OK. There is only 600MB free on C:, could that be the issue? Also, any idea how to compact and tidy up the database?
Service catalog in V8.0 select approver
In the selection box to chose all the approvers there is a $DEPT_HEAD$. Who is this DEPT_HEAD and are there other possiblities to dynamicly add approvers? Best regards,
Not able to delete the group
Hi, Please provide us the query to delete the group from backend.if i am trying to delete it is throwing error like being used by another module. Please kindly provide a solution for this
Close Request Requirements
Is it at all possible to require notes to be posted to a request ticket before it is closed? We want to require notes to be added to a ticket before it can be closed, whether incident, problem, or request. If this is possible I am not finding any documentation on how, and the settings do not leave anything to hint that it is at all possible. Any experience or work around would be appreciated!
Several technicians editing a single request at the same time
Hi, Is it posible to add a feature that: 1. Locks a request being edited by another technician or 2, Shows a message that the current request is being edited by @@technician@@ Thanks and regards, Javier
API Approval
Expanding the API to allow for submitting a request for approval. I have some automation that's being applied to open tickets with a specified template and currently we have to manually kick off the approval portion.
Request does not fall under your permitted scope. So you are not authorized to update the same
when i send request by mail it dose not appear in my My Requests (web area ) how can i to gather the both - mail Requests and web Requests
Can't run SDP on Linux box
After install SDP 8009 on linux box it works in first run, but if it stoped it doesn't works. Please help
Inaccurate "Processor Name" in Assets Report
Now that we've finally updated to SD 8.0 Build 8009, we're testing out the Asset Inventory module. One of the things we've come across is that the CPUs in some of our modern HPs like our HP DC5800's with Core2Duo being reported as Intel Pentium III Xeon processor and HP 3130Pros with Core i5 being reported as Intel Pentium II processor. Clearly this isn't accurate. However, one of our HP laptops that has a Core i5 in it DID get reported properly. There's a few other fields that aren't
SDP - New Incident - Select Assets - Add Column Customizer option
Hi, When using SDP, I've noticed that when a user creates a new incident and tries to select an asset, corresponding with the incident, only Asset Name column is available for view. I find this very confusing, as if Asset Name is just a general name with a running number (in my case barcode scanners are named TZ-BSCAN01, TZ-0BSCAN02, TZ-BSCAN03 and so on) it is impossible for the end user to figure out which one he needs to select (in my configuration, assets are assigned to a department, rather
Duplicate requesters / users being created
Hi Everyone, I have found some weird issue for our install of Service Desk 8. We have a domain, we'll call it domain1, that is setup to allow active directory pass through. All of our requesters were imported from it when we were using service desk 7. Their domain shows domain1. Now though when a user submits a ticket, it creates a new user rather than using the existing requester. Example of an existing requester: First Name: Example Last Name: User Username: EUser. Domain: domain1. Email address:
SLA deadline set for the end of the next working day
Dear ManageEngine, Our customer would require to be able to set a SLA not in hours, but with deadline set at the 1800 of the next working day, whatever is the time of the request opening. Thank you
Binding software license to workstations
How can we bind an added software license to an existing workstation? Or is it possible? Thanks for your replies. Deniz
CMDB Report of network devices
Hi, Please provide a query to get the details of network devices.We are having a report to get the details of workstations and servers but there is no report to get CMDB details of network devices.Please help to sort it out.
Notification templates content variables
I want to use two variables in close request notification template please help me 1 . Date and time on which request was resolved. 2 Date on which request was closed by system automatically. Template is as under was resolved by ICT department on ????????? , the Work Request has to be closed by Requester within two days. Accordingly, system has automatically closed above mentioned Work Request on ?????????? . Please help.
Query for specific technician response performance
Hello, I've been asked to pull a report on how quickly a technician is able to resolve/close (or reassign) tickets that have been assigned to them. Specifically, the requirements need a report broken out by technician that provides the total number of tickets for the last year and what percentage of those tickets were either resolved, closed, or reassigned within 24 hours of that ticket actually being assigned to that technician. I'm not too interested in when the ticket was actually opened, but
Response time SLA also for Service Catalog Tickets
Dear ManageEngine, Our customer enquire about the reason why you cannot set a response time SLA in the service catalog, but only a resolve time, while you can set both in a normal ticket. Thank you
Service desk redundancy
Hi, we would like to deploy service desk plus 8 into production. To do so it would be important to have redoundant configuration, with at least 2 front ends e 1 or 2 back ends. Where can i find information regarding to accomplish that. Thanks
forgot administrator account
Hi, please help me ! i forgot the administrator user name and password ... just one admin have full control . please help !!! :(
Some templates issues
Hi, I've been working with templates and i found some issues. 1. As we do not use the assets module, i cant hide workstation id from the templates 2. Is there any option to set another template as "Default request" or hide this one into the "Self service" portal? For now, I want to reduce to only 1 option the templates number Thank you Regards, Javier
Business Rule Issue
Hi All, How can I set a business rule that a new request related to a particular category move automatically to a related site. Quick response will be appreciated....
Software Inventory - Adobe Reader Version 5 vs Adobe Full Version 5
I'm really hoping someone can suggest a solution to prevent us from having to go around an manually touch over 800 computers in many different States. I know Adobe Version 5 is an older version of Software but some of our instrument software is older requiring us to keep it around. The Problem: When a computer is scanned and it has either Adobe Acrobat Reader 5 or Full Adobe Acrobat Version 5 they both show up as "Adobe Acrobat 5". We have no way to tell what is the Free version of the software
Retrieve technician information + dashboard
Hi , I have two questions, please First : if i log in to my account as a technician and i start order a request my information not auto retrieve from Active directory ex : " my name , my department , my job title , ....... etc " in this situation i need to enter it manually . So, how it can auto retrieve ?? Second : i would like to view dashboard in way that actual reflect our requests . ex : from dashboard i want to view how many requests are closed , opened and still pending . thanks so much
Notification by mobile
Hi, is there a way to notify the reqeuster by SMS when his ticket colsed ( his mobile number that are saved with his information ) .
can i keep two manage engines on the same server?
sir, I have a manage engine for support activities. we are planning for production also i want to know whether both can be kept on d same server and machine if so what are the settings to me done??? please reply asap as its vry urgent... Regards, XYZ
Templates are nice but Macros are better
It would be a VERY useful feature for us if you can include the ability to 'record' macros for the purpose of creating, populating and closing incident or service requests with 1 selection. Here's an example: A user sends us a request to load, run, and notify him/her when a batch job has been completed. We now have to create a Service Request (even if it's template) and start filling in the info. If you had the ability to record macros, we would only need to fill in user (variable passed
Is there anyway to pass the user name via link variable
Hello I am looking for a way to automatically include the user name logged in to link, something like http://helpdesk/userid=domainuem So it will redirect to help desk, put the user name automatically and choose the right domain. All user has to do is provide password Thanks
User Survey Problem
Dear Sir, Is there any way that I can check whether the users have feedbacked the survey of incidents? We want to do the analysis and we need to know which request already had its survey feedbacked and which one didn't, so we can followup with user for further assistance. Right now in the system, I can't get those information and I also can't edit the fields or sort by the field in survey result lists. Please kindly support, thanks. Alan
Change the filter list.
Hi, We have some custom views we use on the requests page. We want only some technicians to see these views, we could make them private for each technician but this is obviously a long process. Is there any way to make a custom view and push it to some technicians but not all. We could filter the technicians individually or by their site association.
Where to view tasks assigned to Group but not to Technician?
I think my concern may be covered by the known issue at the end of my email but I believe I'd prefer a different solution, if possible. We are very happy that the ability to assign a task to a group rather than just a technician has been added, as we have wanted this since we started using this product 2 years ago. However, I cannot locate a way to view these unassigned tasks or, at least, not an intuitive way. If I go to My Tasks and select > Show All then adjust the filter to All Tasks, I can
Viewing Tasks
Is there a way to view tasks in the same way that you view requests?
Plain Text Fields / Labels
Is it possible to add plain text labels to the incident template (e.g. a field to explain what another field is or provide a note to the requester)?
How delete the software of which "Installed" = 0 by a query
In the module " Assets\Software\Scanned Software ", how delete the software of which "Installed" = 0 by a query in MSSQL Server.
Tasks in request view
If I have a request that I assign tasks to say 2 people is there any way to tell if those tasks are complete or not from the request view? We currently use Track-it and are testing SDP as a possible replacement. In Track-it they are called assignments, but we we can look at all open work orders (requests) and see assignments (tasks) in the same view so we know the status of them as well. From what I see in SDP, I would have to 1. Go to the home tab 2. Under my tasks, click show all 3. change the
Failed Upgrade (7022 to 7500)
Hi, after a failed upgrade, service desk refuses to start, and i get the following error: ServerContainer [CREATED] SQLOne Search [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [STARTED] SQLOne Search [STARTED] AdventNetCC [STARTED] Server Started. Please connect your client at null://localhost:8080 I've tried deleting the "extracted folder" but that doesn't help. luckily, i have an MSSQL backup which i took before i attempted the upgrade and i also took a data backup
Can't get SSL/CA working with SDP
Hi, My company has recently got some proper CA certs. I've gone through the process detailed in the FAQ several times, following the directions to the letter, and just can't seem get things working. I created the keystore file and sent a CSR to my cert authority (StartCom). Note that StartCom requires minimum 2048 lenth SHA1 encrypted CSR's, so I simply added "-sigalg DSA -length 2048". I received the certificate file back for my site (support.mydomain.com). I've imported StartCom's root Certificate
Upgrade MySQL
Hi, Is it possible to migrate to an 5.x version of mysql DB? Best regards, Javier
How to remove report which we have created and scheduled
Hi, We have created some custom reports and scheduled to notfiy.. I do not see where I can disable this scheduled report and delete the same in SDP. Regards, Laxman
Adding image or screen dumps into requests
Hello SD Plus, Im currently running SD plus V6 build 6010 and was wondering if in future updates, you guys would be able to include the function where we would just be able to paste a screen dump or image directly into the request or when adding notes. It just seems a waste of time having to save the image as a file then upload it into the request. Thanks, Chris
Uninstalling Agent
I have installed an agent onto a computer and then created an image of the hard disk using BESR 2010. The issue that I am having is that everytime I set up a new computer using the image it overwrites the previous computers details whenever it is logged on. Can you please advise me how to manually remove the agent so that I can create a new image without it.
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