Tasks and Work logs roll up to project
If there's a project associated with a change (or requests to the change/problem to the project) these should roll up to the view in the project itself. This way when I'm on a Project, I should be able to see all tasks and work logs related to said project.
Service Desk Plus DB update
Hello, Looking for some MYSQL help. I have a custom field in the request template to categorise Incident, Service Requests and RFC's. A certain type of request has been categorised incorrect and I think I could amend this with a SQL update. It would be something like "update Categorisation to Service Request where Category = X and sub category = Y" Sounds like I know but I really don't! Any help with the syntax would be appreciated. Cheers, Lee
550 5.1.8 Access denied, spam abuse detected
Since Feb 23 the alerts from ServiceDesk Plus are rejected to external contacts by the Office365 mail servers. Internal contacts have no issue (O365 spam filter not applied for internal mails). I have spend a couple of hours with a MS tech and we found that the issue is that the messages which SDP sends are not signed. Our configuration of the mailserver has been validated and is correct. The error is below (see highlighted part). Anybody any idea on how to have SDP send signed messages? Remote Server
How to export request (data) to another system?
We're currently looking for possibilities to export SDP+ request (by criteria) to our accountant program for futher records. Our accountant program like SAP, we can work with any kind of export formats. How can we made this?
Report Request
I would like to ask for a request. Per customer total hours spent by month. Just total time not time per ticket.
Agent Download
We recently changed our helpdesk from http to a https. I have just updated the agent settings to point to helpdesk.domain.com however when I come to run the file after download I receive 'The signature of ManageEngineAssetExplorerAgent.msi is corrupt or invalid' Is this expected or does this indicate that there is a problem with our SSL cert?
Sub-Cost Center
Would love to have a Subcategories under cost center (and yet another subcategory for that category). For example, we have cost centers for each location. Currently our costing is Department-Location for Cost centers, and we are actually adding a Cost Center as yet another layer in there (Cost Center-Dept-Location)
Multiple Postgresql processes normal?
Is it normal for SDP to launch multiple Postgresql processes? Right now i have 13 PostgreSQL Server (32-bit) processes running om my server (Windows 2012 R2 64bit). I recently had to restore this machine from a nightly backup, just worried that doing that might have screwed something up...
User additional field - Common Additional fields not coming in report drop down
Hi, I have created 2 User Additional fields under common additional field - "Employee No. and Business Unit and the information are pulled from the Active Directory, but both are not shown in the filter drop down while generating report. But If I create the additional fields under requester and technicians separately, it is shown in the filter drop down. These two fields are common for Requesters and technicians and i want to create it under common field and should be available to filter. SDP - 9.0
C# WebAPI autentication
Hi As you can log in to the Servlet API using KERBEROS authentication without a password? Typing in the URL of your web browser command with an empty password, authentication is successful. From the C# WebRequest using the same command, authentication is failure (Invalid UserName or Password). http://.../servlets/RequestServlet?username=[]&password=&DOMAIN_NAME=[]&logonDomainName=AD_AUTH&operation=GetRequestDetails&workOrderID=313187
Migration from SQL2008 to 2012 - Upgrade servicedesk plus from 8215 to 9017
Dear support, For MSSQL license saving, we want to have a centralized MSSQL database and need to relocate our multiple databases. Before moving the servicedesk database, is there steps to follow or we just have to link the application to the new server and then restore data? Note : current MSSQL version is 2008 and the new one is 2012. The other think is that we are using 3 installations, so we would like to know your advice on having the 3 databases located on a same SQL server. The naming, etc..
Where is the list of patch changes
Hi, i'm looking for list of changes that are included in a patch, currently i have 9020 version, and i want to know if patching to 9039 version will make difference for me. best regards.
Template Sections/Headers
I would like the ability to create a section in a template where I can group similar fields of information in a box, with a header. For example, if I have a new user setup, I would like to section off information about the user (name, title, who they report to, start date, etc.) then have a separate section of fields to select which systems they need access to, or what equipment needs to be purchased for them. This would be very helpful for both the person submitting the request as well as technicians
No alerting??
I am a recent convert from Spiceworks, I needed something a little more fleshed out (or so I thought) I purchased Desktop Central and Service Desk Plus. On Spiceworks, I would get emailed an alert if a hard drive was filling up or a toner cartridge was about empty. I went to set this up in ManageEngine and couldn't find a place to do it. I contacted support and they told me that neither of these applications have that capability and that I would have to buy Opsmanager to get that functionality.
Is it possible to!?
instead of making different groups i would like to make new companies with their info and also link them to their employee and at last if it is possible that tickets can be assigned to companies and their employee. Making reports of the total time that we helped each customer or company individually Making reports about the total hours that we worked for each employee A function or SLA possibility to inform our technician and customers that their first 30 minutes is free of charge. Best regards,
I want to know these things are possible in servicedesk plus
Is it possible to program in servicedesk plus ? Points of interest: Making external customers and companies linking them together like users and group and be able to assign tickets to companies and employees of the company - Making reports of all the customers and the work hours that the technicians has put in it for each customer specific monthly M Making a report per customer with an overview of their hours and send to the email of the customer. A function or SLA customer specific
Can not import CSV file
Hi. My problem is that i was importing Requesters and saved the info in comma separated csv but i get a error Please Recheck. Only SCV format is allowed. I will add the file as well and i am using AdventNet ManageEngine ServiceDesk Plus 7.0.0 Build 7009 Can you please tcheck what is the problem and what am i doing wrong. Thanks :)
Searching
I find the search facility within Service Desk really unfriendly to use. Is there a way in which I can type a keyboard and for it to search in all areas i.e. requests, conversation, notes and resolution without having to drop down each one as this is very time consuming and never brings back the correct search results. Thanks
Incident Template name in notification
Hi, I wish to add Incident Template name in certain notifications like $LoginName. Kindly advise about it. Thanks.
Tech Scheduler Link with Outlook Calendars
Would like to integrate the tech scheduler with tech's outlook calendars.
issue connecting ADSSP to SDP
Hi there, As instructed in this page: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/general/other_me_products.html I keep getting this error: Unable to connect ADSelfService Plus server. Please check the server configuration. We currently have ADSSP running normally and accessible via: https://server.domain.com:0000 (0000 is port number). This is the set up in SDP: Server name: server.domain.com Server port: 0000 Protocol settings: https I've tried putting in the
Scheduled CSV User Imports
Hello, We are having issues setting up scheduled csv user imports and are not sure where it is failing. 'CSVUserImportSchedule' is enabled and user fields have been mapped in 'ScheduledCSVUserImportMapping.xml'. Per this previous thread (https://forums.manageengine.com/topic/scheduled-import) we are unable to locate the ManageEngine\ServiceDesk\default\logs folder. We did see a logs folder in ManageEngine\ServiceDesk\server\, but it was empty. Is there another location where the serverout logs can
How can I merge old support groups into a new support group?
We originally had 1 group ex. Windows Admin A. Then we split that group into 2 separate groups ex. Windows Admin B and Windows Admin C. We did not delete the old group since we still had multiple tickets assigned to the original group. We are now back to one group again, is there a way to reassign all the tickets from B/C and move them back to A that would not involve manually looking for each ticket and re-assigning it? We will eventually delete Windows Admin B/C.
Disable e-mail notifications for certain requesters?
We send out a notification e-mail to requesters whenever a request is recieved or when a technichan is assigned to a request. Is it possible to disable these e-mail notifications when a request is recieved from a specific requester?
Create Requester automatically when email comes in
Can we have the system automatically create requester when the email is submitted? Currently, if someone is not a requester, nothing happens for them. I'd like to get the request in as an incident and create the requester...
SDP - Problem with images on solutions after change webport server
Hello to all, today we have changed webport server on our SDP installation using changeWebServerPort.bat and alias in Self-Service Portal Settings to use 80 port. After this change, some of solutions don't display images (the url show old link). Could you tell us how to resolve this issue? Thanks in advance
Requester login issue
Hi, My users are synced with AD but some of them getting incorrect username/password message. It affects approx 2% of our users. Any suggestions? Thanks
Hour report per customer so we can see the total hours
Could someone make this report in POSTSQL: Hour report per customer so we can see the total hours Thanks :D
Display Language not available even from administration
Dear support, I wanna just to have your advice on that. I want to have some of our technician to use their Servicedesk on a different language but there is nothing to do as the display language is not shown from personalize window. I tried to go through administration\self-service portal to check but I was unable to find. Is there any add-ons to be installed or we should reinstall our application to have it? Thanks, Jedidia
Schedule Request Status Change doesn't work
I have submitted a support ticket over a week ago and no one has contacted us but the Schedule Request Status Change isn't working. We originally upgraded from 8210 to 9006 over a week ago. We have uninstalled and reinstalled with no luck. I am curious if it there is a setting in our database\config that isn't working correctly. If I do an install using the internal database it works but when I point it to our sql database it doesn't.
integrating OpManager to ServiceDesk - import certificate?
Hi there, How to import certificate to integrate OpManager to ServiceDesk? I went to Admin tab > General section > Configure Other ME Products > OpManager I set our OpManager server settings (name/port/protocol) but after clicking Test Connection and Save button, it complained: OpManager is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file. How to do the import? under the Integrate with OpManager
Build 9039 Admin screen changed
We recently upgraded to build 9039 (which is great - fixed a lot of issues we were waiting for!). I notice that the Admin screen now looks like a list, when it used to have icons spread over the screen. Screenshots are attached. Did we do something wrong in installing, or is this what it was intended to look like? Thanks, Diana
Set requests to be "on hold" until a specified dat
We frequently get end user requests to do something like: "Please set up a projector for the all-hands meeting on Thursday of next week" Then the ticket sits open until it comes time for the technician to actually do the work. This really messes up our responsiveness metrics by skewing the average time to resolve requests. We could put the ticket "on hold" but then we risk forgetting about it. So the feature request is two-fold. First I'd like to see the ability to set a date/time at which an on
Technician Report
Hi there, I have Technicians assigned to Requests, Technicians assigned to Request Tasks, and Technicians assigned to Project Tasks. I'm looking for a report that shows all assignments of a technician. The columns should be: Technician Module (Request/Milestone etc) Request ID (blanks if not approriate) Project ID (blanks if not approriate) Task ID (blanks if not approriate) Scheduled Start Time Scheduled End Time Project End Time Estimated Effort - Days Estimated Effort - Hours Requester (blanks
Windows Domain Scan, but only scan particular OUs ?
I want to add some assets, and I want to import them from AD. Is it possible to somehow use Windows Domain Scan, but have it limit to a particular OU ... or to exclude a particular OU ?
Drag and Drop Attachment
Hi In the Project area or any area really, it would be a good idea if you could just drag and drop an attachment rather than have to search of the attachment you want to add. Can this be done and if so is there a feature ID i can follow? Regards Adam
First response can be picking up/assigning a ticket
Hi All, im looking at the first response times. is there a way to make it work so that when a technician picks up a ticket and the initial " this technician is now working on your ticket" response goes to the end user, this can be classed as the first response? let me know if this does not make any sence thanks Russ
Show Department Requests
Hello, Is it possible to hide reply's or notes for the Requster who can view their Department requests? If you want to sent a password to a requester the user who can view their Department requests can also see the password. Any help would be appreciated. Thank you Jordi van oosterbosch
Barcode / PDA integration
We have 300+ pc's, monitors and peripherals we would like to track which primarily would be made easier with barcode scanners albeit not by having to export the data from the scanner into SD+, rather it would be easier to have a pda/phone that integrates directly with SD+ and utilises the inbuilt camera to scan the barcode and then return the details for the barcode and allow allocation of assets or a change of status directly from the pda/phone live on the system. I can see this being developed
Using Plain text Authentication is a SOX enviroment.
Hello, We were recently purchased by a publicly traded company and was told that we can no longer use Service desk plus as it uses Plain text Authentication with exchange. I see a lot of other publicly traded companies using this software. My question is how can we keep using Service desk plus within a SOX environment?
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