Oracle database compability
Hello, When Oracle database will be compatible with SDP? Or will it ever be? Thanks for the reply. Deniz Atay
Deleting Categories - Cannot delete a sub-category
I have manually deleted tickets relating to a particular sub-category, we have no problems in our database and only 4 changes, none of which use that sub-category. Thsi sub-category has no items. As far as I can tell Solutions use their own categorization hierarchy - am I missing some place categories are used? Please provide a sample script for all the places needed to be unhitched before a category / subcategory or item is allowed to be fully deleted (not just greyed out for no further use).
Full Data Model
is it possible to get a full data model for the product (ie not the ones published in the reporting area, as they are demonstrably incomplete)
Licensing Question
i have a company with 5 customer Support representatives, a few sales man and a few developers. since some of the support tickets need to go to a developer for resolution or to a salesman, do i need to buy a license for each developer & salesman although they use the system only a few times a day to update a ticket (as opposed to the customer support representatives who use the system all the time)
Asset Scanning issue
Dear Manage Engine, I am getting the below exception when I try to scan one of the PC in our network. We are using SD+ 8008 build with mssql DB. [10:01:36:452]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@612c02| [10:01:38:530]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@17d8bc3|
Resolved status generates e-mail notificaton
Hi guys, I've recently upgraded from build 6008 to 6012. While using build 6008 i have added a new status called "Resolved" of Type "Completed". After upgrading to 6012 when I change the status of a request to "Resolved" the requester receives an e-mail stating that the request is closed. If I change the status from "Resolved" to "Closed" the requester receives another e-mail. Also when changing the request status to "Resolved" in the "History" tab I get a "Display Opn by technician time date" message.
Excluding Specific User Modification Event IDs from Alerts
I have created alerts for event id 462 and 4738; however all user modification event ids are triggering an alert. Please help
Audit Trail available as data?
Given the audit trail in the tool for the changes that have been made to a ticket, are these changes available as rows of data or is the audit trail a simple text dump?
Priority Matrix
This topic was brought up last year but the response did not provide a resolution. We are evaluating SDP and have an evaluation license for the Professional version which would be the correct version for us. However - we initially were evaluating Enterprise and it seems that one of the features we configured, Priority Matrix, has been removed from the editable options when the Professional Version license was installed. However we configured that feature in the Enterprise version. The problem
SDP 8 - Template Editing
Hello guys, I'm having a problem when i try to edit default request templates (i did not test out other edits yet), but in all of them i encounter the same problem. So i edit (for example), the default mail fetching problem template. I add in some text in the field Solution or Description, and then it just keeps saving, as in this screenshot: The yellow message 'saving' does not go away here. The message with the exclamination details are seen in the following screenshot: This message states that
Setting default SLA
Is there a way of setting a default SLA for all new requests?
Requester receives two Alerts when request Closed
When a tech closes a request the requester receives two email alerts. 1. The request raised by you was Closed 2. The request raised by you was Updated Seems redundant to send two notifications I included my notification rules Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail on receipt of the email reply. Acknowledge requester by e-mail when the request is updated. E-mail user when a request is resolved. Acknowledge requester
Can't login after migration to Linux
Hi, We are trying to migrate ServiceDesk Plus from a Windows 2003 server to a Linux server. Steps we followed: 1. Upgraded the Windows server to the latest service pack of ServiceDesk Plus (8.0.0.8009). Test local admin password - it's OK. 2. Backed up the database. 3. Installed ServiceDesk Plus in the Linux server. (can login with admin/admin or guest/guest) 4. Upgraded the Linux server to the latest service pack of ServiceDesk Plus (same SP as the Windows server - 8.0.0.8009). (can login with
Need help with SQL Query
Looking to add a custom service request field to a report: Currently here is my query SELECT serdef.NAME "Service Category",serdef.NAME "Service Category",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wotodesc.FULLDESCRIPTION "Description",appStDef.STATUSNAME "Approval Status",wo.TITLE "Subject" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderToDescription wotodesc ON wo.WORKORDERID=wotodesc.WORKORDERID
cannot change the technician domain name
Hi, I am the Tech in ManageEngine and assigned as SiteAdmin including 2 other SiteAdmin, along with this we have 10 regular site technicians. Somehow, when I logged in today I don't see any admin rights, however I checked with another SiteAdmin to make sure the roles are assigned right to my user id and they are. We tried to re-add the roles but still giving us the same error. Then we found that every technician has a domain assigned under their profile in Manage Engine in Technician section, somehow
Requests older than 5 days
Hi Guys, Is it possible to generate a report of all requests older than 5 days? The report would need to be sorted into the following columns: Technician,Queue,Request ID,Requester,Subject,Requests Status,Last Note,Last Creator of Notes. Thanks. Tony
Requester receives two alerts when request Closed
When a tech closes a ticket the end user receives two email alerts 1. Request raised by you has been Closed 2. Request raised by you has been Updated Seems redundant to send two email alerts when request is closed Y Acknowledge requester by e-mail when a new request is received. Y Acknowledge requester by e-mail on receipt of the email reply. Y Acknowledge requester by e-mail when the request is updated. N E-mail user when a request is resolved. Y Acknowledge requester by e-mail
[FR] Show Approvement Comments in DecisionMaking window
Good day, My technitians are asking for approvement for requests in SDP. They are writing a comments in the email. But this comments are not shown in the "decision making window" (one with approve-decline buttons) Can you show this comments in this window or at least make a hyperlink so i can quickly open this particular request in the new tab of the browser where I can view all the details, I am tired of copy-pasting request number :)
Change and Problem Management
Hi, Can we link problems to changes in SDP? Also Can we send emails to SDP and SDP updates the required change? You can do this with requests. Thanks Martin
not notify ticket in new incident
Hello everyone, I have a problem yesterday with Manage Engine ServiceDesk Plus. When I create a new incident does not notify the email, just create a ticket, in fact, do not wait more that 10 seconds it would take to send the ticket. the problem is not due to the mail server because when I do a reply or forward the email is sent correctly. I already tried changing the browser, delete reporany internet file and java temporany, but nothing. Can you help? Thanks in advance
Template Menu
I have 18 templates and will have to create up to 50 templates. I would like the ability to organize the templates by catagories that are expandable. Is this a feature that could be added? If this is available now, how do I create template catagories?
Archive Tickets - Report
I have to make a report. But some ~100 tickets are archive and I need one report (not one report from the archive dokuments and one of the tickets who are not in the archive). How can I do this?
Duplicate Requestors happening due to e-mail migration
Hi everyone, I'm encountering a problem in our ManageEngine Service Desk Plus where users are being duplicated due to an e-mail migration. It appears that as I transfer users over to our new e-mail system (which uses a new naming convention) that they are duplicating inside ME SD+. My question is this: Is there any way to "merge" these duplicate accounts? One problem with the duplicates is that the "old" requester accounts have all the contact information for each employee while the "new" requester
Odd Email Notification
I entered a ticket for myself and assigned it to myself. When I submitted the ticket, I recieved a Requester Notification for my own ticket. To me, it shouldn't send a notification if the Requester = Assigned Technician.
What format date i send to API???
Help-me!!!! What format date i send to API??? I created one template form with 2 UDF_DATE, but i'm not getting add in servicedesk.
Manu Expansion
HI, I am having a problem that can we expand the menu width? Actually the menu labels are not translating to Arabic from English so we have to write both of them and we need to expand the width of menu in Service Catalogue and New Incident. Urgent help required. See the screen shot.
SQL statement - software audit report
Hello I would like to make a report for a software audit. Could anyone please share an sql statement for a report containing following fields: Software Name, Manufacturer, Software type, Software Category, Workstation Name, User, Department where Software type <> 'excluded' order by Software Name Any help is really appreceated Thanks Marc
Unable to translate Menu item and products.
HI, In multilanguage version, I am unable to translate the menu item and product type in Arabic, Is there any possibility? I am using Version 8 Multilanguage support Build 8008 Screen Shot is also attached. Kindly check and update us as soon as possible.
e-mail templates
with Version : 8.0.0 Build 8009 i've noticed that the "Replying to a Request" under "E-mail Templates" now appends two carriage before the message, meaning each time I reply within servicedesk, there are two blank lines from where my cursor starts followed by the template message - this did not happen in earlier versions - any reason for this? many thanks mark
When users reply to e-mail
Hello! We often have conversations with our users in SD requests. The technician press "Reply" button in the request page - and user gets his message in e-mail client. If user want to answer to technician - he must go to request page and add his message. If user press "Reply" button in e-mail client - the message goes away, user think that technician should receive his message, but its not attached to request conversation history. Is it possible to attach incoming e-mails to corresponding requests
FR: Change in about window
In russian "build" would be "сборка" but not "строить" :)
Menu Label Clipping
Can you please allow longer labels and wrap elegantly, the approach currently used seems to expect a shortage of screen real-estate. This clipping affects usability of the software and negatively impacts business acceptance. I expect the fix is relatively little work. Consider that the current Service Catalogue UI almost certainly involves horizontal scrolling, a big no-no from a usability perspective. You may wish to flip the SC categories to be listed either in rows with expansion (see www.spacecollective.org
Purpose of the workorder_threaded table
Hi, I would like to know what the purpose of the workorder_threaded table is. Can any one provide an example of why I want want to join to it instead of the workorder table? Thank you!!!
Assest Management
Dear all, I would like to suggest a integration of any barcode reader application with the assets management App. within SDP.
Requester roles / permissions....
Hi Can anyone tell me if SD+ can be configured so that a certain set of users can access each others requests? I would like a certain set of users to be able to view and add updates to each others calls without having to upgrade them to become technicians. At present the only way I can think to get around this is to create a departmental user account in our AD system and import this as a requester. However, this is not convenient a I want to be able to associate requests to indaviduals and not
Barcode Reader
Dear all, I would like to suggest a integration of any barcode reader application with the assets management App. within SDP.
Date Format Questions
Is it possible to set a default date and time formats in SDP? Is it possible to change the date and time formats that are listed in SDP? We are US based and unfortunately it confuses people when we get European date formats in emails.
Task email template and dependency Question
Hi I have a request template with some multiple tasks associated, I have a couple of questions I would like to ask. The request template has a few custom fields in there, How can I make reference to these custom fields so that I can reference these within the individual task that is emailed to the relevant technician. In my testing of the tasks, albeit there are specific tasks that are dependent on others being completed, all the tasks appear to be emailed to all the technicians regardless of the
Adding image of screenshot in the request with Ctrl + V
hi. when 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. We previously requested it and the version 8.6 and still no response. Gracias.
Approval - cannot see whole of reply
Hi, On the request screen under the approvals tab in SDP I cannot see all of the approval. The description only shows about 8 words. can I view this approval better? In the conversations it does kind of show but it is all in html format and unreadable. Thanks Martin
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