Mail sending nok
Hello, I'm in SDP 8.0.0.2 and I've got a problem on outgoing mails. Ingoing does well. The problem started yesterday when I renewed the Exchange 2007 certificate. Please find the support file. Best regards.
unable to change multiple tickets group
When I select multiple tickets and select edit, I am not able to change their group assignment unless I first force the site to change. Is there a way around this, or do I have a setting not configured correctly?
Scanning Assets on VMWare ESX machines
Hello, Our LAN is mostly comprised of VMWare ESX servers running various virtual machines. Can the SD plus properly scan the ESX servers and discover the servers and software?
Could you explain more details for Email command (the new feature in 7600)?
When I test this feature, I found sometimes it's no action even if I enabled this feature. And sometimes a part of field values be changed using the content in email. I have following question: 1. After SDP done parser, should it clear/delete the contents of email? By now I saw them as request's description. 2. If I define the DESCRIPTION="some contents" in email, does this part be parsed as request's description? 3. If I specified a not exist requester in SDP as "REQUESTER=...", does SDP generate
Business rule does not assign a request to the specific group
Hi all. I'm trying to create business rule that assigns a request to specific group and performs some other actions. E-mail notification if turned on. When a request is received, the rule is executed: I receive e-mail notification and see that all actions exept assigning request to the group are performed. However, I can assign this request to any group manually. What can be a problem? Thank you in advance.
linking service desks
Hello, Is it possible to link different service desks? We have a setup of head office (running local servicedesk plus) and 2 remote sites (both running locally servicedesk plus) With linking I mean if a request is created in the head office local servicedesk plus for a task/request that should occur on a remote site can that request be forwarded to the remote site servicedesk plus and updates are replicated between remote site and head office?
Error installing 7611
I am trying to upgrade from 7610 to 7611 to 8004. I ran the upgrade to 7611 and it ran correctly. Now when I try to migrate from 7611 to 8004 I'm getting an error message in the command prompt box and the upgrade fails. I'm getting an "unexpected end of ZLIB input stream" error and (Unknown Source) errors as it reads through the other files. The Installation Wizard just stops and says "Error Occured...". Any advice would be appreciated.
Possible to estimate concurrent users of SDP?
I'm trying to get a sense of how actively used SDP is through out the day. Is there anyway to get a rough estimate of the number of concurrent users? I'm aware of this thread: https://forums.manageengine.com/topic/sdp-concurrent-license-for-technician We are still on 7.6.0 7610. thanks.
Service definition (Template ID): which table?
Hello everybody. I started using service catalog and have a question: where can I find the service definitions on the database? I mean, I see service categories are defined in table service_definition, but I cannot find the single service definitions, that is the table containing the external key for field templateid in table workorder. Thanks. FB.
Multiple Approvals
When I have multiple "Submit for Approvals" pending when one is approved the status of the ticket is approved meanwhile there are still approvals pending. Is there a way that all outstanding approvals have to be approved before the status shows approved in the main screen?
Service Desk Plus IP6 compliant?
Hi, We are doing some early preparation for IP6, and wondering if Service Desk Plus / Manage Engine can handle IP6? Thanks.
Access Servicedesk when DC goes down
Hi there, We need to know how we can access servicedesk if our Domain Controller goes down? We use AD authentication and without access to the network all we get is Wrong Username / Password when trying to login. Is there somewhere in servicedesk that I can setup a 'Local' account so that servicedesk can still be accessed when the network goes down? In this instance the information we needed was in the servicedesk solution's database but we had no way of accessing it. In short, I want to be able
Problem adding/editing a Technician
When attempting to add a new Technician and grant Administrator Priviledges, or even edit an existing Technician to grant Administrative Priviledges, I am presented with the following error message: FAILURE :Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,292,260,645,018. I'm running SD+ ver 7.0.0, Build Number 7019. Am I doing something wrong? Can someone please provide assistance to help me get past this roadblock?
Business Rules - Inheritance
Hi, Is there a way to get a collective view from the existing Business Rules? I would like to figure out which Rules apply and set inheritance. We have several Sites, but we usually want to set Business Rules for all the Sites ("default setting"). When I browse the Business Rules, it is difficult to figure out whether a particular Rule is set for that Site, for "default settings", which apply for each Site and why the order is different. Regs. /lakend
Technicians and requetstors are not reflected in the service desk module
Users created in the Manage Engine Admin tab are not reflected in the service desk technician list and even requestors are not refelcted in thte Service desk module.
First workday in the week
Hi I don't find anyway to change the first workday in a week it's being default Monday, but in my country the first workday is Saturday. So I think it's good feature and flexible to add this option in next updates. Regard
LongtoDate to Year format
Hi guys, So I want to view the purchases made in each year, grouped by each year, I have the query set up, but the longtodate(po.ORDERDATE) displays the information grouped to the specific day, is there any way I can convert it to Year. For example, and this doesn't work, but you get the idea: YEAR(longtodate(po.ORDERDATE)). It's on a MYSQL server, but we'll be transferring to MSSQL in the next week, so if you can do both, please do, otherwise, just MSSQL. Thank you.
Average days to close requests
Hi, I need a report which just says how many days, on average, it took to close requests, by month, for the previous 12 months. I would also like to see the result in a graph. I'm using version 7002 at the moment. We don't enter time on tickets, so I'd say we should would use the created time and completed time stamps. Is this possible? Thanks julian.
How do I move SD+ to a new server
We are upgrading our server for SD+. How do I move everything we have done?
Change Reference Number
Is there a way to automatically generate a unique reference/id for all new issues/changes? Example: I raise a change request and it is given ID 0001, the next request is auto assigned 0002 etc etc Thanks
Work log description field
Please make the box for the Description field under "add work log" bigger. While it will hold text and scroll, if adding a lot of text you have to do a lot of scrolling to read it. The box for "resolution" is HUGE in comparison.
Software Usage Tags Criteria
Can someone explain how the usage tags of 'Rarely', Occasionally, Frequently, etc are applied to software usage? What are the thresholds where they change between tags, how accurate is it and where is it pulling the info?
Scanned workstation not showing as 64 bit
Is there anyway to add a field to the workstation scan that will show if the operating system is 32 or 64 bit?
Reply "from" address changing
Hi All, Running ServiceDesk 7.5 with hotfix 7508 on a Windows Server 2003 R2 SP2 machine, mail is being pulled from an Exchange 2007 server (Running Windows Server 2008 x64). We are using the mailbox helpdesk@domain.com for ServiceDesk to pull emails from. This is working nicely. We used to have an old email address of tech@domain.com for general enquiries and spam from servers. We have setup forwarding on this mailbox from inside Exchange to send a copy to helpdesk@ so that tickets can be created
Servlet API
Hi, I am trying to use your servlet to create a request. Few questions on the "Add Request" operation. 1. If I want to include attachment, how do I do that ? 2. From the API, "title, category and subcategory" attribute doesn't seems like it's working. - I specified the value of the "title" attribute with the Subject text line. - "Category" and "Subcategory" were sepcified by the ID of the "Category dropdnown list and the ID ofr the subfcategory Is there any solutions to this ? Thank
Can I transfer ticket data from 6.0.0 to the current release?
I just installed and configured the current release seperately from our current 6.0.0 deployment. Can I transfer the tickets to the new instance? I don't care if the ticket numbers change.
Can't access e-mail server config tab....
We have been testing SDP 8, and we are also in the process of migrating to an Exchange 2010 cluster - our test version has worked fine talking to 2010, so we went to migrate the mailbox for production to 2010 this morning - that had issues so we moved the mailbox back to the 2003 server - we had to restart service desk to get it to talk to the mailbox again, then mail fetching crashed about 5 minutes later. Now, I can't even click on the mail configuration tab on the admin page - it just sits there
Remote Control through service desk question
When in service desk if you use the remote control feature to control anothers desktop is this, or can this be audited and reported on? We want a place to see/ or a report to run on when our technicians remote control anothers pc, what the PC was, what date, how long, etc. Is any or part of this available now and if not, is it on a future roadmap? Thanks
Data secure in SD+
Hi, We are using ServiceDesk for the past 6 months and now we are planning to extend it to our financial team.They wanted to know the data security in Servicedeskplus. ->How secure is the data in SD+. ->Is DB password is encrypted for Servicedesk login. ->best practice to secure data from other groups and departments. -> Our goal is "If a user raises a request to finance department only the respective technician should be able to view, even the Administrator should not see it.
Detect asset in new requests
Would it be possible for the asset fieild on new requests be filled automailly by detecting the machine the request is being made from? We have a number of users who float around and are not going to be assinged a specific workstation. This could of course could be changed by the user if the request was specific to another asset.
Error on Exchange Server when fetching mail
We get an error on our exchange server when ServiceDesk Plus fetches mails from it. We get the message below: Logon attempt by: MICROSOFT_AUTHENTICATION_PACKAGE_V1_0 Logon account: <username> Source Workstation: <ECHXSERVER> Error Code: 0xC0000064 Please note that the mail fetching works fine aside from this error message on the Exchange server
Problem with Business Rules
So I set up a simple business rule where it should react on an email from myself. And then send me an email notification. I send an email to the service desk, I see a BusinessRule_EMail_2114_NOTIFICATION in the system log. But I don't get the email, I do get all the other associated emails with the creation of a new ticket. It also doesn't do the category move requested in the rule. We are on 8.0.0 Build 8004 Any help getting this working ?
Workstation scan fails.
The error message is: FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I've updated to the latest version 8.0.0 Build 8004 It only happens on our computers running Windows 7 64bit. Workstation scan works OK on computers running Win7 32bit, Win Vista or WinXP. The firewall is disabled on the workstations. I've tried the solutions on these pages. - http://forums.manageengine.com/topic/dcom-message-when-scanning-workstation - http://www.manageengine.com/products/service-desk/help/adminguide/introduction/troubleshooting.html
Technician missing under Requests by Technician field
I created a new user about a week ago on SDP v8, however he does not appear under Requests by Technician via the Dashboard menu.
Scanning Printers with SDP 8.0
Three issues: 1. If i do a network scan using local credentials with username blank and password blank (HP printers dont have password set), none of the printers get scanned properly. 2. I can scan printers individually by hitting the scan now button in the Assets > Printers view. This succesfully discovers and creates a new printer asset by specifying the printer IP, local credentials and telnet. However when I go to update the asset by clicking into it and hitting scan now i get the message "FAILURE
split to new request goes overdue
just wanted to knwo if anyone has a solution for it. if i have a request and the end user replies to that request that has to go as a separate request, usu i split the conversation as a new request. then the new request created shows as overdue although the original request is not overdue, even the due by date is still far ahead. y does it happen?
Delete backups
Good day, Is there any plan to create a feature where the software automatically deletes backup files older than a specified number of days?
Disabling "Test Mail from Application Manager" email
Hi, I have keep receiving "Test Mail from Applications Manager" every something minutes. How can I disable or change its setting? Thank you.
Bad attachment
Hi, In the SD+ (ver.7009 or 7011) installed on Windows 2003 with MSSQL-2005 there is a problem. When sending reply with attachment, client receives it without attachment. We ran an experiment and found out the following: If format is set to RTF(HTML) in notification rules setup then any email goes to client without attachments in mail, for example: we send mail from public e-mail server using SD+ then after some time we checked this mail via web interface of the mailserver and there was no attachment
Service Catalog
Hi Karups, Thanks for your reply. I have few more questions to ask 1.I need one feature that the requester should only be able to view service catalog or Request tab but not both. 2.As soon as request is raised in Service catalog the SLA starts but the SLA should start only after all the approval of all the approvals or else the SLA gets violated. 3.Can we maintain a hierarchy of approvals. Below is the scenario of the same. Suppose i have raised one request and it should go for an approval
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