Upgrade from 32 bit to 64 bit version of ServiceDesk Plus
Hello, is it possible to restore a database backup made from 32 bit version to 64 bit version. We'd like to use 64 bit version of ServiceDesk Plus. Thank you,
Shows the List of the approver
Dear Support, we having an issue when we tried to print the P.O form the Application ,it dose not show all the approved list. PFA
Move ServiceDesk Plus to another server
Hello, I'm trying to migrate my SD (build in 9211 - Windows XP) to a new server (build in 9211 - Windows Server 2012) (Source Server and Target Server) as https://www.manageengine.com/products/service -modules FAQ general -desk / .html steps. When trying to restore the destination server, the process runs for more than 10 hours without any results. It is not displayed error. Just did not finish the restoration. We performed several attempts with the same return. Backup file size: 2,4GB
Ticket creation from e-mail no longer supported??
Saw this in the most recent release notes: SD-62238 : Creation of service request using E-mail commands will no longer be supported. This is a huge problem for us -- we use this feature extensively to integrate with other systems. If you're getting rid of this, it's time for us to investigate a different ticketing system. I honestly can't figure out why you're removing from the product part of the functionality that helped sell it!
ServiceDesk Plus: 32 bit vs 64 bit version
Hi All! What benefits has 64bit version of SDP ?? http://odarchuk.com
SDP v9206 shows all technicians on request drop-down
Last night I upgraded ServiceDesk Plus from v9121 to 9206. In using the system since updating, I found that when filling out a new request, the Technician drop-down shows all technicians in the system, not just those technicians within the selected support group. Editing an existing request has the proper behavior. Is there a new setting to limit the Technician drop-down to just those in the Group field selection or is this a bug? Thank you!
Add Request not associating with site when created with an external web form
Hello, We have a web form that POSTs an Add Request to Service Desk. For some reason, the request created will not associate with the site. Attached are some images from our testing. - Service Request Form: the fields on our web form. - Service Request Form Input Data: The actual request it is posting (some of the fields are static which is why they are not requested on the web form). - Service Request Form Result: This is the result of the request in ServiceDesk. Notice it is not associated with
Can requester get complete details and not the link to the workorder?
Good day, Is it possible to have the complete detail so to the requester and not the link to the workorder?
ServiceDesk Plus iOS App 4.0 Released
Dear User, ServiceDesk Plus iOS app 4.0 has been Released. Please find the App store link below, https://itunes.apple.com/in/app/servicedesk-plus/id460035266?mt=8 Features included in 4.0 are: Attachment support for Task . Option to view & search suggested solution and copy it to resolution (Server build 9203 and above). AD login Support (Server build 9203 and above). UI revamp for iphone app. 3D touch support to quickly accessing “My pending Request”,”Notification”..etc. Regards, Edwin Vasantha
Custom Query Report On Projects Module
Hello Team One of our customers is requesting a custom query report including the next fields: ProjectID Title ProjectDescription ProjectStatus PercentageProjectProgress ProjectStatus ProjectOwner ProjectComments ProjectActualEnd TaskID TaskTitle TaskStatus TaskDescription TaskOwner TaskStatus Task % of Completion TaskActualEnd TaskComments Can you help us with the requeriment, please? Thanks in advance. ASM
ServiceDesk Java High CPU
Hello! If any action in executing a service desk is java CPU load of 100% . What could be the problem ? Service desk version: 9.2 9211
How to change Zoho email ID in Advanced Analytics?
Does anyone know how one can change the Zoho e-mail ID in Advanced Analytics? The person who set up our current Zoho email ID is no longer with the company and we would like to change it to a shared email account. Thanks, Dustin
migrating to a new server configuration information
Please, can anyone tell me if and how it's possible to export all the configuraton information in Service Desk plus? I'd like to be able to pull out current configuration files, closed tickets, as well as solutions, files, etc. and set to another server. thank you vey much
Reopen request, not with out of office
Hello, I've enable "Reopen the same request within 1 days from closed time. Else, create as a new request" but when the user has an out of office or exchange generates an error the request is set to open again. But that's obviously something you not want and the spam filter rules is not the solution. Is it possible to add another criteria in the spam filter like request status?
Set up default field order and request sorting within filters/views
Hi Is there any way i can set a default field order and default sort order for filters and views? If not through the system itself is there a program file heald somewhere on the server?? I know that's the not the advised way of doing something but I really need to set this up for people so they learn to work properly. I know each person can set this individually but getting them to do it will be a nightmare with my team!! ;) Thanks Steph..
Several Problems
1. If Service Desk is not already open and you click the link from your email, it goes to your home page. Only if the system is open does it then go to the link. 2. If a technician is a requester of a call (I have disabled them closing their own calls if they are the technician of the call), and another technician resolves a call, then then cannot close the call (being the requester). 3. I have a manager apart of a management role I created enabled to view all requests yet he cannot view all requests
Technician reporting
good morning, I know you can get a live view of technicians currently logged on in the schedule view, is it possible to get a report of when technicians have been logged in and how long for? An example would be if i got into work at 7AM and logged into SDP it would show my login time and if i time out / log out of SDP it would show that time and so on. With the level of reporting available i thought this would already be a report, so perhaps i'm missing it? Many thanks.
How to reinstall java for Service desk?
How to reinstall java for Service desk?
Mask domain name of login page
Our ServiceDesk is accessible from the public internet. Is it possible to mask or alias the fully qualified domain name of the Active Directory domain on the main login page? Thanks in advance. Shahid
attachments file
hi, is there any option to select attachments file as mandatory field. thank you
ServiceDesk Plus Task Comment Notifications Do Not Seem To Go Out
Greetings, Task comment notifications do not seem to go out. The item is marked for [E-mail the task owner when a comment is added to his/her task] and I've also checked and the Notify This Comment To: Task Owner and manually entered an email address, but neither seem to work. All other email notifications function normally. We are running [Your Version : 9.2 Build 9204]. Thank you, Steve
$AssociatedLink Variable URL wrong
Within the customized template for new Tasks, the $AssociatedLink URL is showing the correct URL but the content of the link actually has the IP/hostname of the SDP server listed TWICE... The link in the email shows: http:/1.1.1.1:8080/WorkOrder.do?woMode=viewWO&woID=1901 But when you hover the link or click the link you see and taken to: http://1.1.1.1:8080/http:/1.1.1.1:8080/WorkOrder.do?woMode=viewWO&woID=1901woMode=viewWO&woID=1901 Any ideas WHY this is happening? Thanks, Mike
Support Groups - Mail fetching not working
Hi, I would like to know what is wrong with my Support Groups configuration, because mail fetching is not working. Any idea?
Rest API - requester operations
The website indicates that you can conduct requester operations, but I have been unable to find out what operations can be done http://www.manageengine.com/products/service-desk/help/adminguide/index.html
Passthrough Authentication Failures
Does ManageEngine Service Desk Plus keep a log somewhere with login events? We have enabled pass through authentication to use your domain credentials, but everyday we get a handful of users that will land on the login page and then after logging in will be taken to a blank request. These can be users or technicians. How do you troubleshoot login issues?
not able to connect to DB
I am trying to connect to the database of my application to resat the Password of the admin but when i tried to used this code " psql.exe -U postgres -p 65432 -d servicedesk" to enter to the DB but it show me this. PFA Using V8200 DB Pstgre
Monthly Report
Can you please help me in generating Monthly Report by Category/Technician Wherein it shows Raised Request for this month and Close Request for this month without inheriting 'Closed Request that has been raised last month' mysql Version 9.1 build 9118
backup approver
Hi We find "Configuring backup approver for Requesters" in road map for a long time. It‘s still lying in "Yet to Start". We urgently need this. And we also need backup approver in Change module. Thanks.
report for asset stated changed to xxx in last year
Hi there, basically we need a report that list all the asset that have their Asset State changed to insertCustomState within the past year or something like that. Normally when we decommission/dispose an asset, either it's too old or broken, we changed the asset state to DISPOSED but not delete it from the record. This way we have a record of what asset(s) we have/had. And then someone higher up requesting a report on how many IT assets we disposed of in the past year. We can always create an additional
New Problem after update from 9120 to 9208 with Support Group and Technician
Hello We updated from 9120 to 9208. If I create a new Incident I choose the support group in the dropdown List and then the technician. But now in the newer version 9208 all our technicians appears in the dropdown list of the technician not only the ones who belong to the according support group as it did in the version 9120. I hope it is not a new feature. It's a problem, because if the technician who assigns the requests chooses a technician who doesn't belong to the chosen group, the assigned
Request/Problem list in Change
When you are in Change Management it's hard to find associated Requests or Problems. The only way to find Requests/Problems is to use search which is too inconvenient. Please add associated Request/Problem list for Change.
Remove CMDB license
Hi all, I need to remove the CMDB license because we not use it anymore. I need to know how to do it for testing the system without it. Many thanks Riccardo
On hold Tickets
Is there a way to send automatic emails after a set period that tickets ore put on hold? I would like to remind end users that we are awaiting a response from them 2 days after we set the ticket status to on hole awaiting user response. Cheers Chris
ci info details
Hello, I am new in Service desk, I installed Asset explorer on Clients and scanned workstations, but CI info doesn't show some hardware specs correctly and miss them like Manufacturer, Ram type and motherboard model. How Can I get more Detail about workstations? also in relations tab it doesn't show relationship between all entities. tanx..
ME isn’t recording who has receipted the goods
Noted that there is an issue where Servicedesk plus (Purchase) dose not always show who receipted the goods (in the history tab). This can cause issues when there is discrepancies in the assets received. Also noted that the history is not in date order. Anyone else have this problem and how can we fix this?
Reporting on Contract ID
To whom it may concern, Recently I created a custom report of the Contract module and unfortunately I was unable to include the Contract ID field in the report. Can I possibly get the Contract ID field included in the 'Available Columns' window, so that it can be reported on? Regards Natasha
Email Request w/ CC?
Hi guys, First time noobie here in the world of ServiceDesk, but I have a question. Say for instance I send a new request into ServiceDesk with an email with a bunch of people CC'd into the email plus maybe a few more people in the to field if there's a request that needs to be approved. When ServiceDesk creates this request and sends a confirmation ticket, it is not sending the email to the people being CC'd and the other To's. At first, the office around though about using a script to send out
Table where user assigned to asset is stored in PostgreSQL?
I am wondering if anyone here might know where the user name that is assigned to an asset (workstation) is stored in the postgres database? I have written a program to make microsoft's Remote Assistance easier to use for us. It queries the ServiceDesk Plus DB to find the computer name based on user name entry, so I don't have to remember the names of all computers, just type the name of the user that called me and I can connect. I am currently using the last logged on user name (only one I could
Enquiry for helpdesk software
Dear sir, Please provide me all details and features for Manage Engine Help Desk. Requirement- 1) Manage Engine Helpdesk. 2) Nearly 500-600 users will access. 3) Backup server also will be install so it will work on redundancy or any other option available. 4) Hardware and software details. If Sales person will available in Mumbai location for meeting then please confirm me. So I can arrange the
How can I create a query report?
Hi guys, I was looking for a way to generate a reporting with sum of time elapsed for requests and I found some orientations to use query report. I'm looking in my report tab but I can't find any option to create a query report. I have the SDAdmin role assigned and our plan is the "Standard". Is this function available in this plan? When I click on "Query Report" tab, I can only see the folder "Survey Reports". Regards, Raphael Freitas
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