Asset Relationships
I've found I can only assign a service defined to 1 asset in the relationship screen. Also it appears i can only link an asset to one other asset in the relationship screen. That is for SERVERA on it's relationship screen I can hav that assigned the Business Service SHARED PRINTING and associate it with SERVERDC1 For SERVERB I can't assign that the SHARED PRINTING service, it is on the list of services but when I save the salection the relationship is not added or shown. Similarly I can't add the
how can I assign roles to a requesters.
I want to create some requesters who can only view requests in the department but can't not create new requests. In service desk, we can only assign roles to a technician but not a requester. Thus, I don't know if it is possible to create such requesters.
another hardware (Printer, Scanner..etc)
dear all, how come after i scan the entire network, and check the hardware asset and boom..nothing were detect as a printer, scanner..etc...there were using a USB port, LPT port... any configuration that i have to add? asap please....xie2..
Remote connection
A suite of remote features for a workstation like see who is logged in currently, connect to c$, reboot, WOL. All to help deal with a service desk support request. We use on an access db we have, but want this functionality now we are migrating to SDP
Hide fields from requester view
We need the ability to hide certain fields from the requesters view. For instance we need to add a field which says who in the Dev team is dealing with the incident. However we do not want the requester to be able to see this, which will then enable them to contact the dev team directly.
Tasks
When entering a task into a Request is there a way to customize that form. For instance I need to put an estimated time to spend on the task instead of scheduling a block of time with the tool provided. It would be most excellent if there was a way as the "Scheduled start and end times" is a clunky and time consuming way to do this.
TrimmedBackup files have used all available disk space
In case if you have your external set up for taking backup, you can delete the backup files from the trimmed backup folder.Rgds,Hima
software types
This will be included in version 7.5 which is expected in another 2-3 months time.Rgds,Hima
Upgrade Question
Please refer to the link below for the info on the upgrade pack:http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=Rgds,Hima
Restore custom reports from SD6 to SD7
Hi all, My colleagues created a lot of custum reports in SD 6. We manage to migrate to SD 7 but it's specified that custum generated reports are missing after the migration. How can we get all of our reports from v6 to v7 ? It will be better not to create them another time, moreover, we don't remember how we created some of them. Thank you for your help. AnthonyS
"Internet Explorer cannot display this page"
I am getting a "Internet Explorer cannot display this page" when trying to access ServiceDesk Plus after rebooting the server. The Manageengine ServicePlus Service and the SQL services are both running. Any ideas??
when i press start scan nothing happens
Please recreate the issue and send us the Support File(Support---> Support File) to analyze.Rgds,Hima
IT Service Desk Notifier
The possible reason for this could be virus scanners blocking any request from java.exe application. Disable the block and checki if the issue gets resolved.Rgds,Hima
Offline Inventory
Once this feature comes, scheduling will also be possible.Rgds,Hima
Enterprise x individual software
You will have to add new software manually and add license to it.Rgds,Hima
Data access
Configuration setup for this is not available in Asset Explorer. You can access the Database of asset explorer and get this done at your end.Rgds,Hima
Service Desk Notifiers external SMTP Mail
You can check if any virus scanners blocking any request from java.exe application. Disable this and check if this works.Rgds,Hima
Add words to Dictionary
Currently this is not available. We will analyze to include this in future.Rgds,Hima
mysql query error
Hi All, When I use this query in the My SQL Query Browser, it works like a charm, but I get a compile error when used within SD+. I'm running 7008, on a trial Enterprise version in English. The query I used is: select wo.workorderid RequestId, wo.title Subject, au.first_name Technician, date_format(from_unixtime(STARTTIME/1000), '%m-%d-%Y %k:%i') Onhold, date_format(from_unixtime(ENDTIME/1000), '%m-%d-%Y %k:%i') Resumed, TIMEDIFF(from_unixtime(ENDTIME/1000), from_unixtime(STARTTIME/1000)) 'Time on
SD+ 7009 crashes IE7 (Vista) on selecting sub-categories
We are unable to recreate the issue here. Please check if you are getting the same error in any other workstation for the same configuration. I would also like to know the category that you have added which cause this problem.Rgds,Hima
Changing the login page
This requirement can be done only if there is a thridparty integration for authenticating and currently the SSO in ServiceDesk Plus works only with the Windows authenticated session. We have this in our road map and will be included in future based on demand and priority.Rgds,Hima
Survey
When you have selected "Send survey after x requests from a requester are closed :" the survey email will be sent when every x request from one particular requester gets closed. This will take effect for the request which gets closed after the survey result have been saved.When you have selected "Send survey after x requests are closed :" each time a request gets closed, it will send for a survey.As per the current model, the survey results will get deleted if you delete the survey questions.Rgds,Hima
Web Services Down
In case when you are unable to connect to ServiceDesk Plus, you can follow the below instructions:Stop the ManageEngine ServiceDesk plus service in the Services window, if it is running. Then verify whether mysqld-nt is running in the Task Manager Processes list. If so end the process and start the server from the command prompt using <SD+ Home>binrun.bat scriptcmd> cd C:AdventnetMEServicedeskbincmd> run.batYou can let me know if you are getting any error message when you start it from the prompt.Rgds,Hima
Request Template - Auto Assign Owners to Tasks
I believe this feature is available in version 7. When you create a request template, you can create task associated to it and you assign this task to any technician.Hope this helps.Rgds,Hima
Scaning Macs
What are the plans to include macintoshs in a heterogeneous network scan? ~Jared
Support team tab
I would like to have the same feature as in Supportcenter, where you can show your online status and a list/tab over the support representatives. Very useful if the dispatcher needs to assign a case which should be taken care of right away without starting to call around. Regards Stefan
Sub Tickets/Task
Hello Group, I'm trying to figure out how I can use Tasks as sub-tickets/requests, whereby with a certain type of request using a template, automatically the correct number of tasks are created, and the request cannot be closed until all the tasks are completed either in random order, or in some cases, in order. Is this possible in SDP?
Request notifications when assigned to a technician
When a technician (logged in as themselves) picks up or assigns a Request to themselves they still receive a notification to that effect. I can understand that it is useful to have an email alert when a request is assigned to you by someone else but it is unnecessary when you have logged in yourself and picked up the Request. Could this be changed? Thank you.
Windows Domain scan
When new domains are found, they make them "public" domains which puts them in the drop down box of domains to log on. I have to manually go into ADMIN and uncheck "Public Domain" to make them dissappear from the drop down list. This is time consuming to say the least. How can I make it so that new domains are not setup as "public domains"?
unable to configure mail server settings for incoming email
Hi folks, I'm setting up a relatively new installation of ServiceDesk+ 6, build 6011 (already had data in the system or I would have went with version 7). Anyhow I'm trying to setup the mail server settings for incoming mail. outgoing mail works fine. Our email server is Exchange 2003, I setup the incoming settings for imap, with an account created just for service desk, and previously initialized via an outlook session (so I know the credentials are valid and the email works outside the system).
is it possible to create two different 'new requests' forms?
Hi @ll I am wondering if it is possible to create two different 'new request' forms? One would be a common service desk request, the other one an order form for software, access to the file servers, programs to be installed etc. At the moment we do this by order forms (paper), would be helpful to do it in the tool itself. Problem is, we have hundreds of softwares and possibilities for access, so to built this in the common service desk form would just be too much. any idea? We could do it with a
Software as items to report on
I will forward your feedback to our development team that they analyze on this and do the needful. Until then you can let us know on your requirement on the SQL query that you need so that we can assist you in getting the query.Rgds,Hima
Version 7009 - Notifications not observing operational hours
Group Setting "Send notification to technician(s) when a request in this group is left unpicked" does not appear to observe "operational Hours" setting.
Backup job question
Hi guys, I have a question regarding the backup process. I have set up a backup schedule in our production environment. The backup job stops the service takes the backup and starts the service. I've noticed since the backup ".data" file is larger then 300 MB that the backup job takes approximately 25 minutes. Before it took only 7-8 minutes. Also when the backup job finishes the space on the drive where SDP is installed boosts with approximately 20%. I thought that maybe it expands the backup file
Component Import Fail - Array Index error (SDP 7)
I am getting a rather odd error trying to import some components to the Asset register of SDP7. It keeps failing with Error : java.lang.ArrayIndexOutOfBoundsException: Array index out of range: 15 I've stripped the import down to 3 lines ( header and 2 data ) and still get that. Haven't donw any component imports for a while that I recall, Workstation just worked fine. Importing as IT Asset, Component. Kind Regards, Andy
SD 7 CSV Import Users - Requesters don
We are unable to recreate the issue in the latest build 7009. Please upgrade to 7009 and let me know if this issue persist. The unique field for the requester id the login name.You can refer the link below for the upgrade pack:http://archives.adventnet.com/service-desk/sdp_7009/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_9_0.ppmRgds,Hima
Issues scanning workstations in new child domain
For Windows workstations, please try to ping the target workstation from ServiceDesk Plus server using the simple hostname of the machine and check if the ping is successful.For Linux box, try to telnet to the target linux machine from ServiceDesk Plus server and check if the connection is fine and you are able to login successfully.Rgds,Hima
Upgrade from 6 - 7...What's your definition of soon?
"Upgrade pack for customers using ServiceDesk Plus 6 will be available SOON. Please DO NOT install version 7 over version 6. You will lose your data." Is it like when you're driving home from work and your wife calls and you say, "I'll see you soon"? Or is it like a Cronulla Sharks fan saying, "We'll win the premiership soon"? PS. Cronulla have not won a premiership since coming into the top-flight Australian Rugby League competition in 1967. What is everyone's definition of soon?
trouble accessing archive downloads
We were on the process of moving the archives to a high-end server and the difficulties that you had faced can be due to that. Please check the availability now and let us know if it works fine.Rgds,Hima
Link back to request from task?
I've noticed that when I click on a task in my task list, there is no way to quickly identify what request ID the task is associated to. Is there, and I'm just missing it?? We had hoped to use tasks in such a way that all of the vital information is on the request, and technicians could complete tasks assigned to them but could also look for additional information on the request as well. For example, a user request form is attached to the request that has a host of information regarding access requested,
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