Showing last login date in Asset Management
Dear Colleagues, Under the Assets Module in Servicedesk plus, it would very smart to list to group the last logins in hierarchical order depending on last login(Last use) Kind regards, Seruken
Need report for total laptop and desktop where asset state is "IN USE"
Dear Support, I have a report that generates all laptop and desktop present in Asset category, I need to specify only in use computers for the report SELECT CASE WHEN (compDefLaptop.ISLAPTOP IS NULL) THEN 'Desktop' ELSE 'Laptop' END AS "Type", COUNT(workstation.WORKSTATIONNAME) "Number" FROM SystemInfo workstation LEFT JOIN Resources res ON workstation.WORKSTATIONID=res.RESOURCEID LEFT JOIN ComponentDefinition product ON res.COMPONENTID=product.COMPONENTID LEFT JOIN ComponentDefinitionLaptop
Barcode Scanning in App
Reading through the responses to prior requests for bar codes to be added to SDP, it seems that it was planned for bar code scanning to be available through the Android/iPhone apps. Is this still on the horizon with the bar code feature implemented in SDP? It is critical that I have a way to easily move items from in storage to in use, and back, as well as audit by my inventory via bar code scanning. Without some sort of integration with bar code scanning, the bar code feature isn't very useful.
Asset scan does not find apps installed on Windows 10 computers
After performing the inventory scan you can see which desktop applications are installed. That is fine. However we are missing the UWP apps installed from the Windows Store. All apps, including the UWP apps, can be found on your computer when you run the shell:appsfolder command. Is my scan set up wrong or is servicedesk plus not able to see these apps yet? Regards, Henning Beck.
Automatically close ticket/incident if ticket open for long period on-hold?
Hi I've configured a custom status of "Awaiting Response from User" which stops the timer until they respond by email or by self-service. We have a large number of users who will never respond despite prompting. Is there a way we can automatically close/resolve a ticket if this status remains for say 14 days with no response? Thanks
Sub Category Search
In relation to search functionality for categories. When closing a request currently you need to select a primary category and then a sub category. Is it possible to set manageEngine so that when you click into sub categories it shows all sub categories and automatically sets the primary depending on sub category selected.
Requester replying to closed ticket is not working properly
Hi there, we have some problems with closed tickets in Self-Service Portal Settings we have "When the requester replies through E-mail / Portal to the closed requests. Perform the following: Create as a new request." But requester is still able to re-open the closed ticket ! What did we wrong? thanks alessandro
Can I import team members (technicians from AD?)
Hi, As above! Can we only import requestors?? TIA
Publicly Accessible Solutions Issue
So, A while back I was helped here showing that if you replaced the .do with .sd in the solutions as the below examples show. Private: http://domain.com/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=8 Public: http://domain.com/sd/AddSolution.sd?submitaction=viewsolution&fromListView=true&solutionID=8 Here's where it all falls to pot. if I click any link from there, like another category for instance, the link still puts a do in which would have to manually be replaced with
After the upgrade to version 3011, the service does not start
After the upgrade to version 3011, the service does not start startout.log - " Wed Jun 14 09:30:35 MSK 2017 : requestScheme is http "
Ample wasted space when viewing requests
Would it be possible to change the view/layout when viewing tickets/requests/problems etc? The basic layout (ticket subject and body) do appear front and center but all the other details (Type, Dates, status, tech, sla, etc etc, seem to be wasted all crowded at the bottom of the screen (after scrolling). I think it would be more effective if there were a sidebar with all these details. This way all the information is on one screen, at a glance. I'd even settle for something that looked kind of
Move request from one site to another even with limited access
Hi Team! I know how site-restriction works in ServiceDesk but wanna start this thread and hopefully I can get a smart "script-guru" to help me out with this. Background: A ServiceDesk installation. That ServiceDesk installation have multiple sites. That ServiceDesk installation have multiple techs in multiple sites. That ServiceDesk installation have multiple support groups in multiple sites where they have techs. Scenario: Site 1 - One tech is working in site one. Site Stockholm. This tech has
Notification Rules for Shared Technician and Requester
I've successfully shared a request with a Technician but the technician doesn't receive any notifications to when a reply has been appended to a request. Can we have this functionality implemented so Shared Technicians and Requesters can see any notifications via email?
PPM Installation Failed - After Upgrade to 9311
Hi All I've come across an issue after an upgrade to 9311. When I try and run the run.bat file I get PPM Installation Failed. Any solutions to this issue which don't involve a restore? Thanks
Cant delete requests or assets
Hi, I’ve set up a new testserver with a backup from another server. The server is working fine, but I am not able to delete requests or assets. When I delete a request It gets moved to the trash, and when I delete the same request from the trash I get “Requests deleted successfully”, but the request is still existing in the trash. When deleting an asset I get an error “FAILURE :Problem while deleting workstations. Please report the problem to the system administrator. Support file will have the
Dynamic Field visability on saved request
Hi, Is there any way of not showing all the dynamic fields from the form in the Request Details section on a logged call if not relevant/an answer was not selected: See attached example Many thanks, Lisa Your Version : 9.2 Build 9236
Query: Can end-users (Requester) be given the rights to view change requests in ME, as well as view specific reports in the reporting module.
Query: Can end-users (Requester) be given the rights to view change requests in ME, as well as view specific reports in the reporting module. SDP Database: PGSQL SDP Version with current build number: 9.0 (Build 9027)
Autoassign ticket based on email sent To:
ServiceDesk Plus monitors an Exchange mailbox with a default address of HELP@domain.com I've added an email alias of DEV@domain.com to the HELP@domain.com mailbox I'd like all tickets sent to HELP@domain.com to be assigned to HELP support group I'd like all tickets sent to DEV@domain.com to be assigned to DEV support group. I've created a business rule definition looking for the criteria of To: IS "DEV@domain.com", then perform the action of Place in group "DEV" This does not seem to work.
UpdateManager problem
Hi I would like to upgarde from ServiceDesk Plus Standard build 9205 with ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm I got error like in the print screen 2.png when I use UpdateManager GUI (UpdateManager.bat) What should I do? At the same time later I will want to perform upgrade from ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm to ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_11_0.ppm
SDP crash in browser after certain time since upgrade to 9309
Since we upgraded to SDP 9.3 build 9309 some users are reporting they get signed out of SDP after a while. They basically get an error message and when they click Ok they get sent to the login page and have to re-login. Is anyone else experiencing this behavior? It seems to be dependant on the browser you are using since Chrome seems to work ok but IE and firefox gives the error. In chrome I got the following error: I wasn't able to access the site until I cleared the cache or open an incognito tab.
Take ownership of custom reports and scheduled report
Hi Support When your dev team will fix issue with this old issue related of missing functionality to view/take ownership of custom reports created by other user and scheduled reports. There are many situations when admin must to edit them because somebody left the company and e-mail in report is not valid, somebody is on annual leave, left company... etc. I reported this problem over year ago and many other people complain about lack of this feature. I can't believe that adding another option to
ITSM/ITIL and Request Types
Folks, We are trying to encorporate our SDLC into SDP+. I'm wondering if anyone else has done this. We would like to, in some way, separate enhancement/feature requests from support requests, but we aren't sure of the best place to make that separation. Do other people use Category/Subcategory/Item to make this distinction? What about using an entirely different request type (e.g. Incident, Service, Enhancement)? Should we leave it as a service request type and put it on hold we we track SDLC through
ServiceDesk Plus and AlwaysOn SQL Availability groups
Good Afternoon, Does ServiceDesk Plus support MS SQL AlwaysOn Availability groups? We are wanting to set it up on a MS SQL AlwaysOn Cluster. Also if we enable ServiceDesk Plus failover, does this support MS SQL AlwaysOn as well? Thank you!
Ability for a Request ticket to link to predefined Form or external template?
Hi Guys, We have certain templates within our business that have to be filled in for new starters or new equipment etc. Is there a way within a servicedesk request template to link to a specific form / external template? So basically a line manager can request access to our "New starter template" on sharepoint or another location via the self service portal or request form. This template covers access to company applications / email set up / telephony etc. Once these have been created by our technicians
Error during Backup
I got this error while backup. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native Method) at java.io.FileInputStream.read(Unknown
Is it possible to edit the Add Requester form?
Hi, Just wondering if its possible to edit the form to allow me add the address of a requester? Thanks
Request does not fall under permitted scope. So you are not authorized to update the same.
Hi, We created a new IT Service Request which we are getting a few problems with : 1) Request is raised by a technician in Team A , the name field is filled with the Requester. 2) The Request is set to go to another Support Team B - It is not visible for requester as we dont want them to see it. 3) The Request errors when submitted but still raised (Has no mode data) 4) Technician in Team A cannot view the request, mainly as they dont have access to Team B's support group presumably. Can ITSRs be
SD+ LogIn troubles
Hi, After reinstal SD+ I have problems with LogIn. Default administrator/administrator account isn't working, as well as guest acconut. I tried to switch my Google Chrome language to English, tried LogIn in IE. Then, connected to DataBase, tried to reset the administrator account by following instructions on the link: https://www.manageengine.com/products/service-desk/faq-admin-modules.html#AdminUser13 . My version is 9.3, db is postgresql . Log: ________________________________________________________________________
Custom view to filter problems by support group?
Is it possible to have a custom view to show only the problems related to a specific support group?
Auto Assign Tasks
How the SDP system can auto assign tasks to technicians once a task is completed? Please advice.
Blank resolution when you create a request manually
Hello to all, after upgrade to 9039, we have experienced a bug with manual request creation. When we create a new request manually from Request Catalog -> New Incident, SDP creates a blank resolution also (technician doesn't create manually). After some tests, we can see in Chrome Browser (on the rest of browsers SDP doesn't show anything) the following text in resolution: <br /> Could you give us a solution for this issue? Thanks in advance
Here we go again, need to clean out "bad" sites
I searched, and followed all procedures listed here: https://forums.manageengine.com/topic/delete-site-13-3-2014 It removed about 5 of the 21 sites we need to clean out. We want to delete these sites because we don't need them and having them around is causing the "Site" field to show up and causing confusion. I ran a report of all CMDB objects and their sites. Nothing that is actually visible still has a site association. It looks like the site associations are all from old objects that were
Reports to Dashboards
How do I go about converting an existing report into a dashboard widget? Also am i able to generate a report graph by itself and exclude the date without needing to manually remove the data?
Resource Fields No Longer Automatically Populate with Field and Form Rules
I have lots of resource fields that would auto-populate the values of a multicheckbox when a service catalog request is created. After upgrading to version 9309, none of the resource field values are being populated. Here is the code I'm using: $CS.setValue("RES_3036_QUS_2429",["App 1", "App 2", "App 3", "App 4"]); Any help is greatly appreciated since this affects our new employee onboarding process.
Bell problem
Hi, after upgrade the Bell notification dosent work. 9.3 Build 9310 Port NIO 8081 work find. Then Execute the query below on the reports tab ->New query report and check whether the param value is true for Dynamic notifications select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%'; This is OK and ENABLE Gracias Leandro
Incident Closing Rules
I was wondering whether there is a way to create Incident Closing rules as well. the option is there for Requests and Tasks, but not for incidents. Is there maybe a script that we can create/do via a trigger? We need to enforce certain checks before a call (Incident/Request/Tasks) can be closed. For Example Worklog. Regards Albe
How to redirect the requesters to the request list view after submitting a request?
Hello, How can we redirect the requesters to the request list view after submitting a request? I tried the following rule "on form submit" but it does not work: if($CS.isFormSubmit()){ parent.window.location="/WOListView.do"; } Best regards, Demetrius
which process can be don parallely in ITIL
Hi Dears i want to implement whole itil framework. therefor i want to know which process can be done simultaneity. and which process is per-requirement for another one. do you have any guide about this. best regards i will appreciate your help in advanced. best regards
Pick up request removed support group
When a technician picks up a request that is unassigned or is part of another support group that he is not a member of, the support group is removed from that request. Is this normal behavior? If so, is it possible to request a configuration change that would switch the support group to the one that the technician picking up the request is in? If the technician is in multiple support group could he get a pop-up asking him to choose which group he would like the request to go in but still assigned
Workaround for multiple approves for a Change?
Hello Team, I would like to know if there is a possible solution or a workaround for having multiple change approves for a change request? Thanks and appreciate your response. Sash
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