Attachements not accessible "File not found"
Hi, with the dbs migration a while ago we have lost access to attachements in Solutions/Requests/Changes modules (old records). Unfortunately, we have also discovered lately even items (Solutions/Requests/Changes) attachements created after the dbs migration suffer from the same limitation. Upon accessing the attachement we see "File not found" error. Windows Server 2012 MS SQL Server 2012 SD+ 9.1 build 9117 Is there please any way we can make this to work? Thanks and Regards, MG
CMDB in ServiceDesk Plus - business Services
The user guides states that "The CMDB in ServiceDesk Plus, keeps a track of all the pending requests, problems and change raised for the CI Type - Assets, Business and IT Services" I've tried raising a request - I can link the Assets - I can see the IT Services (which is from the Service Catalog) But how do I link a Business service to a request, change or Problem?
ServiceDesk Plus 9202 Released
Dear Users, SDP 9202 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9202 SD-62316 : Unable to view / add some of the non-english language content, after upgrading to 9200 environment with mysql database. The text is garbled. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk
Change Approval Process
Hi, We are looking at ways to automate the Change process as its quite admin intensive at the moment. Firstly I would like to put the onus back on to line managers to approve the content of a CR at the submission stage and then automatically push the CR on to the next level, is this possible? Also is there a way in which you can configure the workflow, so that if all CAB members have approved the CR that it moves the status straight to Approve? Thanks Lynne
Inactive Categories
Hi Is there any way to inactive categories and any things else instead of delete? i need to inactive some of my categories but i need to active them after some times. Please Help me Thanx So Lot
Move ServiceDesk Plus to new server
I would like migrate my old server to new server, i follow this guide, but I m starting the ServiceDesk server it stuck after the message "Application Server Started.............". Please see the attached screen shot and advise. Version Su Versión : 9.2 Construir 9200 Última versión : 9.2 Construir 9202 I Execute run.bat server is already running Server is starting. This may take a minute ... Free edition... Unclean shutdown of previous run. ServerContainer [CREATED]
Formatting Issue in Notification Templates
From time to time we send messages in our email signatures to keep our Requester's informed of special dates, events, and etc. Rather than requiring all Technicians to individually adjust their email signature I add these messages into our Notification Templates. I've found that the formatting of the emails sent from Service Desk rarely matches the formatting I place copy into the Notification template. Them most common issue is soft returns making the message appear over several lines, rather than
Report for Problems, Changes and Projects
Hi team, I want have a report with this query but for Problems, Changes and Projects. SELECT wotask.TITLE "Request Title",wotask.WORKORDERID "RequestID",(taskdet.TASKID) "Task ID",(taskdet.TITLE )"Title", (taskcreatedby.FIRST_NAME) "Created By", (taskowner.FIRST_NAME) "Owner",(taskdet.PER_OF_COMPLETION) "Percentage Of Completion", longtodate(taskdet.CREATEDDATE) "Created Date", wotask.TITLE "Request Title", longtodate(taskdet.SCHEDULEDSTARTTIME) "Scheduled Start Time", longtodate(taskdet.SCHEDULEDENDTIME)
Agent scan
We cannot get the agent scan on Windows workstation working. We are using Win10 on a workstation attached to a domain. The error comes back that the server cannot communicate with the workstation. I have remoted into the server and I can ping the workstation. I have also tried to do a network scan specifying only one workstation. Again, the scan returns an error saying "Problem while discovering the workstation". Any thoughts on what else I can try? Thanks
Report containing the time spent by members of a project
Good afternoon I need your help. I need to generate a report showing how many projects are involved and how long an individual is employed. Also a report showing the comparative of the planned advance against the actual status of a project. Thank you
Custom query Tickets not updated before last 3 months?
Dear SD colleagues, I build a query via the wizard in "All Requests" as seen below. When trying to edit this query in the query window, I only get error message: "Java.lang.Exception: Only select queries can be executed". We use SD Plus 9.0 build 9045 with Microsoft SQL 2008 R2. I would like to list tickets from predefined sites, technicians and groups which have been NOT updated for more than 3 months from now. "LAST_TECH_UPDATE" is longer than 3 months. How can I do that with the below query? SELECT
Spam rules in mail
Hi All We have setup mail to be sent to an address to be turned into requests/incidents. We have rules to drop certain things like newsletters and backup notifications to be dropped. My question is what happens to the dropped mail. We don't want it as tickets but we still need the email to be left in the inbox for us to see outside of service desk plus. I have turned it off for now but need to get it working. Kind regards
Service Status Page
Hello Is there any way of getting a service status page based on Problem management? For example, a problem is raised for email down and users can visit a service status page to see if its a known issue, what its impact is and any updates on the issue? Thanks
Scheduled report running under Technician who has left
We have a number of Technicians who schedule reports. These reports cannot be seen unless you are logged in as the Technician and you go to the Showing: Scheduled Reports option. One of these Technicians has recently left. 1) If we remove the Technician license from that user, downgraded them to an ordinary requester, will that delete all scheduled reports? 2) If I delete the underlying report, will this cancel the scheduled action? 3) If not, is there any way for an admin to remove a user's report
Schedule Calendar view
If I assign a task to a technician which is scheduled to take several days to complete (ie start date and end date several days apart) it only shows up in the "My Schedule" calendar view on the end-date. Is it possible to have the task show up on all the days between the scheduled start and finish date? This would give a more realistic view of each technician's availability for additional tasks. Thanks, Roy
When a technician reply to a request through email, Creating new request
When a technician reply to a request through email, It's creating new request rather than appending the existing request. Anyway to prevent this ?
API Get Request Specific field(s) input ?
I have integrated ServiceDesk Plus with an external Cherwell API. It works pretty good but I'm trying to improve upon it now. My problem is the following: 1. The normal GET_REQUEST operation gets all standard request detail information for a specific request but does NOT retrieve additional fields. These customer created fields are not returned. Questions: 1. Is there an API operation or an input that will retrieve specific fields by name; such as JobTitle or MobileID? 2. Is there a way to get SD+
Entering email addresses in SDP
When wishing to send an email to one or more people via SDP, technicians currently have to type out the fully qualified user address for each addressee. e.g. john.smith@ourcompnay.com;rebecca.wilson@ourcompany.com... It would make much more sense to simply select and click their name from an address book such as that provided by email clients like Outlook.
License renewal
Hi, We are trying to renew the license of ServiceDesk Plus. Following the link provided for your support team: . . We are glad to tell you that we offer ManageEngine ServiceDesk Plus Standard Edition at free of cost. Once the product is about to expire, you can download the free version from this link. All existing data in your server will remain the same. . .We have downloaded the sw and when we try to install, the sw presents the following error message: "The installated version of the application
New Email Button
Hi, Is there any way you can send a 'New' email from within an incident? Rather than using the reply or forward options? Thanks Andrew
Custom Data Achiving
Hi, Is it possible archive requests matching the following rules? Any status and closed date is before 5 years, for example. (It's now 3 years maximum) Thanks, Maria
Unable to get admin console
When I login to ServiceDesk plus, I get a normal user screen. Till Thursday I used to login and get the admin interface. I also cannot login as administrator.
Customizing The Technician Request View
Is it possible to customize what details I see when I open a request. As an example I would like to collapse or remove Request Details and Requester Details
Email Script
Good day, I am a user of ManageEngine Service Desk Plus Enterprise and would like some advise on my Service Catalog. The workflows don't appear to be powerful so I would like to use the Field and Form Rules to achieve my objectives. Unfortunately the rules don't have the feature that I want as a default option. What I want is, that when a field value is changed on a particular field, it must email a particular individual to notify them than someone requested access while another field value may require
Satisfaction Survey
Extracting reports to respect the Satisfaction Survey .
extracting report satisfaction survey ?
Extracting report satisfaction survey ?
Add widget or popup so users better see announcements
Currently users see a red icon in their notifications tab but it is small and some users may not click on it. It would be nice to force a popup or a sidebar widget so they are forced to view the announcement.
Templated changes
Does anyone know of a way to create templated change requests for standard activities. What I mean is a change that already has a collection of implementation tasks assigned. For example a frequent request is a 'new user request' which has a group of activities that are the same every time: Allocate PC Create AD account Add to mail groups Add to security groups Allocate phone number Allocate mobile phone Would be very useful to be able to create a change that has these tasks pre-defined.
Template change for standard requests
Does anyone know if there is there any way to create template changes for standard activities. For example, when we get a 'new starter' change request, there are a bunch of tasks that always get assigned to this change: Provision PC Create AD Account Set groups membership Allocate phone number Provision mobile phone What we are looking for is a 'template change' that has all of these implementation tasks already attached. So when we get a service desk request for a new starter, we can associate
Asset Scan Name / Product overwrite prevention?
I'm running into an issue with network scan feature for collecting assets in SDP 9121. Basically I am using snmp scan on an IP range that our security cameras are on. It doesn't pull in much data (it actually detected them as printers at first), so I fill in a lot manually including the Name and Product fields since it names them the IP address by default. Everything is fine until I run the scan on that subnet again, and all of my custom names get overwritten with the IP addresses, and the Product
Business Rule To Change Template
Dear All, We only use email to generate requests in SDP. We are not using the web interface. To help improve our support process, we want to have templates applied to incoming requests based on business rules so we can use standard checklists for certain tasks. I finally got business rules to apply to incoming requests and assign a specific template to the request base on the business rule. The only problem...the template overwrites my original request. So we loose the original request detail.
Why does Technician Auto Assign - Assign Jobs to people on leave?!
Why does Technician Auto Assign - Assign Jobs to people on leave?! It seems like a really good tool, however if it assigns jobs to someone that isn't even there! Its pretty god dam pointless isn't it... Please tell me how i'm meant to configure this as i've done the following, and the jobs still get lodged under the tech that is on leave:
Windows Phone 8 app
Might be a small market-share at the moment, but I would still love some sort of app (full-featured isn't even the most important part) with the eye on this share growing.
Can't configure Windows Agent for asset managment
We just started trying to use asset mgmt and I'm having trouble getting started. I'm trying to configure the windows agent but it always says "Failed to upgrade agent settings". Also setting a schedule shows successful but when returning to that page no schedules are set.
Assets Discovery Problem
After scanning with windows domain scan, network some of our computers are still showing in failed workstations in assets tab. I am trying push manual inventory through standalone scan through script ae_scan.vbs. It shows the inventory has pushed in asset tab but the there is no resolution. I am stucked with this inventory problem please help me out in this regard Regards Mooez
How can I delete a managed software that has been used for a purchase
Hi, We're looking to clean up our managed software list, the problem is that many of those softwares have been used in the past to create products that has a closed PO attached with. How can I delete those softwares ?
How to add Project Description to report
Hi, I'm 1st Time user to Forum. I need to add the "ProjectDescription" column to the following queue statement, but have been unable to get it to work. This is the project description field you see when creating a new project or if you do an edit on Project Details tab. Thanks SELECT projectdet.PROJECTID "Project id", projectdet.TITLE "Title", <<<<<< PROJECT_DESCRIPTION projecttypedef.PROJECTTYPENAME "Project Type", projectprior.PRIORITYNAME
Issues with alternate name
Please we have observed that the alternate name we use on the MESD+ seems to have an issue whereby it works sometimes and then after a while it stops working, during troubleshooting within the same system via ping and NSlookup, we realized that we get response from the server via its alternate name. Using 9.0 Build 9043
Upgrading via multiple Service Packs?
Hello, We're on 9.0 Build 9044 and are planning to update to the newest version (currently 9.2 Build 9202). Do I need to fully follow the steps for each Service Pack to reach the latest build or can I simply: 1) Stop services, 2) apply all Service Packs, 3) Start services?
Tasks
Hello, I wonder if they can help me with the case below , I need a report to give me the following information: - Task ( All information, eg , job name , responsible, job type , etc . ) - Time spent in each of the tasks
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