ServiceDesk Plus 9029 Released
Dear Users, ServiceDesk Plus 9029 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9029 SDF-57895 : Solution import from XLS. Issue Fixed in 9029 SD-58286 : Editing the default entries under Software Type,Software Category,Contract Type,Asset State makes the Asset Tab invisible / in-accessible. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
ServiceDesk Plus In An OpManager Dashboard - Whatever Next!
Had this thrown at us recently and was stumped at first until we realised how simple the solution was! The client we were working with has a large plasma display with an SD+ technician browser login showing the current open requests queue on the Requests tab, something similar to the following: We were also taking a look at their ManageEngine OpManager installation and we had managed to create the basis for some great monitoring dashboards to help them review the status of their network at a glance.
Data Fields not available in Time Spent Reports/Module
We would like to have Last Update Time and Request Type available in the list of fields to display when running a custom Time Spent Report. Is this possible? Thanks!
Attachment in notification
Hello Can you post to feature possibility to add attachment to Notification message? SDP 8.1 Thanks! Dmitry
escalate manual
how we can set the escalation level of an incident to manual use, without set automatic after period times.
Last Update Time Needs to update
We would like to use the Last Update Time field to sort our request view to ensure that requests with the most recent activity stay at the top. This however is not working to our liking for two reasons: 1.) The Last Update Time field is by default 'null' upon request creation, so when sorting for the most recent activity at the top, it puts the null values at the bottom instead.. The opposite of what is desired.. 2.) The Last update Time value is not updated when a request receives a reply from an
New Request Notification
Hi Pitstop Members, I was wondering if anyone knew about an alerting system built into Manage Engine SDP that will alert me if; 1. A new request has been submitted 2. An SLA violation is approaching. Alerting via email, text, anything would be fine. As of right now, I have no way of knowing, except for checking from time to time.
Preventive Maintenance Task Schedule Update to Allow "Every 2nd XYZ day"
We perform our OS updates on certain sets of machines using a schedule of every 2nd Friday of the month. It would be very convenient to create Preventive Maintenance Task with this type of schedule
Changing Service Categories Icons
Hi, I currently have Service Desk Plus standard installed and have deleted the default Service Categories which had various different icons. Now after adding our service categories there is only default icons set and I cant find any option to change them. Sorry if this is a basic question but ive looked everywhere i think.
Site manager as approver
Our approval process usually includes the site manager and requestor's supervisor. Since the Site Manager is not a field in the Sites configuration, I cannot automate our approval processes. This would be a very helpful item. If someone knows a work around, I would appreciate the advice. Thanks
escalation report
how to get the escalation report, mean how to get report that content all the escalation levels.
Searching solution not working
Hi there, After upgrading ServiceDesk Plus from 8217 to 9027, searching the solution seems to be off. I thought by 9027 this indexing issue has been fixed? Please advise how to fix this. Or perhaps I need to manually re-index them again?
Need a matrix report for workstations antiquity
Hi there Please help with a query report that shows in a matrix the Workstation antiquity regarding it's acquisition date. On the X's I need the year and on the Y's I need the corresponding site. I hope I made myself clear. Thanks for your help Regards Omar
business rules
Why Service Catalog do not apply the business rules?
port 26 on webmail
Good day. I need to set up your output port 26 and not given the option. come default port 25,465,587. Is there any way to make the modification and force the output port 26?
Incoming Mail collection - Alert
Hi Team, Recently I have problems with the ServiceDesk Plus application to capture emails . For example . I am using the Application EventLog Analyzer EventLog Analyzer lets you send alert notifications when it does not capture the logs. It would be helpful to have a log or alert notification when you can not capture incoming and outgoing e -mail . To account for the future. regards Camila Duarte Security SRL
ERROR: unexpected chunk number 2 (expected 0) for toast value 1080046 in pg_t oast_37713
Hi Support Team, Build: 9000 DB: posgresql I am getting the Following Error while taking the Backup. Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) ================================================org.postgresql.util.PSQLExceptio n: ERROR: unexpected chunk number 2 (expected 0) for toast value 1080046 in pg_t oast_37713 at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryEx ecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutor
Possible for Technician to view Changes and Problems from other sites, but not Requests
Hi I have a technician working in a remote site supporting users in that site. I have created a role (site technician) and set the "Technician allowed to view" setting "all in associated sites." For the requests this is working well - the technician can see the requests from their site, but not others. However, this setting also limits Changes and Problems. I would like to have it configured so that the technician can see Changes and Problems in all sites. How do I set the role up to allow this?
How to mergue tickets automatically without know the initial id
Hi, We have a requeriment for a customer. They want send us a lot of related incidents that should be inserted in an unique ticket. They will send us using mail and they can insert any type of common string or tag unique for each incident (each incident is associated to a number of mails). This field could be used to "auto-mergue" all the related incidents but we don´t know if it is currently possible. This is important because we can get more than 50 mails related to an unique incident. Thanks
Task URL?
How can I find the URL to a task of a request? Regards, Mark F.
Remove requester details fields from requester template
Hi, There some requester details fields that we do not want to use in requester template (Example: Job tittle). Is it possible to hide/remove them? Regards, Aritz.
Desktop Central agent integration in SDP
Hello, We recently upgraded to the enterprise version of SDP from the free version. We already have Desktop Central agents installed in our environment. I followed the steps to integrate the asset information from the desktop agents, but it looks like all the information in the Asset Tab is coming from WMI scans from the initial scan and not the DC agent. When I try to force a scan they all come back with "Error : General failure while performing the operation. [ Troubleshoot ]" Also,
Alert technician by email when a request is assigned individually
Hi all, I see that there's the option within Notification rules to alert technician by e-mail when a request is assigned to him/her, but I'd like to know if it's possible to do it individually to certain technicians, because the current setting will apply to all the technicians, and that's not what I'd like to do. Thanks!
escalate process
how we can set the escalation level of an incident to manual use, without set automatic after period times
E-mail fetching
Service desk didn't fetching e-mail, but mail fetching status is running. after stop/start fetching, or restart service at same time, mail fetching going back to normal. This error startig after 8217 update thx
Service Catalogue: Disable 'Show to Requester' when copying a Service Request template
(Requested with respect to ServiceDesk Plus 9018 Enterprise) Issue: We frequently need to duplicate Service Catalog Service Request templates during working hours to configure a variation of the template on offer. When we duplicate a template that the Requester has access to it is immediately published as 'OriginalTemplateName - Copy date' and still published to Requesters. We either have to make the original temporarily unavailable to Requesters before we copy it, or have Requesters potentially
need report
Dear, we need report for show the escalate process level ,ex.(escalate from level 1 to level 2).
Need Suggesion-Unable to open ME from Server IP & How to find backup extension.....
Hello, I have following queries with regards to the ManageEngine trial version (8.2.0) which I had installed last week. · We have installed the ManageEngine with MySQL database and configured the ManageEngine based on our requirements. We would like to know what is the name of the Configuration backup file (of the configured field parameters), which location it is stored and what is the name of this file? · What is the extension of the backup file if the database is MySQL and Postgres ? .also i have
Can I create a Service Catalog item using the REST API service?
In our environment we don't use Incidents, everything is submitted using the Service Catalog (don't ask me why). I am able to create an incident using the REST service call shown below, but I am unable to create an entry similar to the ones submitted through the Service Catalog. Can someone tell me if this is possible, and if so, how? http://sdp01:8081/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=Y7853419-FD1C-4A72-B280-7DE3B53CB7E1&INPUT_DATA=<operation><details><requester>Greg Benson</requester><subject>Test
How can i build ServiceDesk Plus?
Hi Team, I'm very like ServiceDesk Plus products, i would like to try and buy it but i cannot understand how do you count license? I need some features: - 20-300 users in my system. - 3 Techinicals - I need this tool for I.T asset management and my be help-desk function. So what must i buy?
Tickets reassigned by technicians in the last month
We are running ServiceDesk on MSSQL. Is there a way to produce a report that shows which tickets have been reassigned from technicians? It would have the following layout: Original Technician Name Request # Subject Notes Date Created Requester Current Technician Request Status It would be really good if the report could show how many times the ticket was reassigned, but I would be very happy with the report above. Thanks.
ServiceDesk Plus Standard Free Edition
Hi everyone, I have some questions regarding the ServiceDesk Plus Standard Free Edition! 1) Is it possible to have some technicians with with Annual Maintenance and Support and some free for test purposes? 2) Does the free edition receives the same updates has the paying versions? 2) I'm deciding about renewing the "Annual Maintenance and Support " and I didn't find any description of what is included in the "Annual Maintenance". Can anyone provide some insight into what is this service? Thanks in
Revoering deleted records
Hi, I accidentally deleted all the system log records in Servicedesk plus (in support--> system log viewer). Now it shows only few records from the past couple of hours. Is it possible to recover those records from the backend database? Like from transaction logs? I have taken a snapshot of the VM server where servicedesk plus is installed, within few hours after deletion as a backup. Please let me know. My version of servicedesk plus is 9.0 Build 9017. -Thanks.
Graph a report
Hello. I have created an custom matrix report that is grouped by Technician and outlines how many tickets are open, closed and on hold for that technician at the time the report was run for the week. It looks similar to this: Technician name 11/24/2014 11/25/2014 Total Open tix 3 2 5 On Hold 2 2 4 Closed 4 3 7
User - Additional fields in notifications and reports
Hi, We use User - Additional Fields to populate with data from Active Directory. We want to user that information on notification but we do not know what variables do we have to use. On the other side, we want to use that information to filter in reports. thanks in advance, Aritz.
contracts
Is there a way to have the contract status OPEN, EXPIRED and ROLLING? we have contracts that are rolling but the actual contract has expired regards Marcia
Send email to external people
Hello I am able to email people from ServiceDesk who are internal to the organisation but am not able to send to external email addresses e.g. gmail. We are using Exchange 2010 & I have outgoing email configured in ServiceDesk. Many thanks
MAIL_FETCHING
Exception while trying to send notification for th... Helpdesk - - Error 08/11/2014 02:45 PM System Info in email fetching MAIL_FETCHING - - Error 08/11/2014 02:42 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING
Change Technician Name
How can I change a technician login name? We have a user that has recently married and would like to change it. Thanks!
Service Catalog - Resource Info - Not saving in template
Hello, I am creating a New User templates in the Service Catalog with check boxes to select different services. I wan to create different templates with boxes checked off but when I hit save it does not save any of the checked boxed. Is this a known issue or am I doing something wrong?
Next Page