Migrate from OTRS to ServiceDesk Plus
We have around 7000 tickets in OTRS that would be a joy to migrate to ServiceDesk Plus, is that possible and do some have a guide for doing that ? /Leif
Instruments for CIO
Hi, Have you got plans to develop SDP in much more way? I need CIO instruments, like HP Executive Scorecard | HP Asset Manager have. It's like a dashboard with "traffic light" KPI, shows what you need. M.b. you have another product that will combine with SDP?
New User Request Form
We are currently in the process of migrating from our old helpdesk software to SD+. We have everything working except the following: With our current system, if a requester needs to have, for example, a new user set up, he can then click on a link on the new request page that brings him to an html form to fill out detailing information about the new user (SEE ATTACHMENTS). This form would only be filled out when a new user needs to be added (obviously). The information that the requester provides
backUpData.bat throwing error
Hi i am trying to run a backup before updating the software however i keep getting error. please let me know how to fix this? C:\ManageEngine\ServiceDesk\bin>backUpData.bat --trimmed Starting.... 24/07/2014 18:52:15 com.adventnet.servicedesk.server.utils.SDDataManager setStan dAlone INFO: Going to set the standAlone param as : true 24/07/2014 18:52:16 com.adventnet.servicedesk.server.utils.SDDataManager setStan dAlone INFO: Going to reset rootDir using server.dir 24/07/2014 18:52:16 com.adventnet.servicedesk.server.utils.SDDataManager
Mail spam filter not working
From 8xxx version, I'm using mail spam filter with rule: sender - not consist - @my_domain_name.com,@my_friends_domainname.com But Today, it's stop working. SDP 9014 I've got error in log: Mail Filter condition matched. Hence not creating a new request. How can I fix this error?
ServiceDesk Scheduler
Hi Is there a way to make the full technician availability chart available to all technicians with out giving full admin permissions. Currently each person can only view their own calendar and absence. I want my whole team to be able to view all leave days etc. to avoid duplicate requests. Tx
SDP Requests - Sub Category Display Alphabetically
Hi We are using SDP Version 8.2.0 Build 8214 and are experiencing display issues in the Sub Catergory. See the following: I would like all the sub category items to be displayed alphabetically. How do I that?
Associating users to workstation assets
Hello there, We are synchronizing our users with Active Directory, and also using domain asset scanning to import our workstations. I have scripted a solution to store a user's primary PC hostname in the user's AD object, by way of extendedAttribute1. Is there some way..be it natively through the admin interface or on the back end via SQL query to utilize this information to associate a user to a workstation without having to manually do so? It seems like if we have the information all in one
Delete "invisible" technician...?
Hi - I just deleted a technican account, but it's still listed in the dropdown on the Request Template and I can't now create a new account with the same login name. Is there a way to manually flush the technican account from the database? Thanks, Nick
Workstation Multiple IP's on different networks
We have workstation's that have some virtual NIC's, on different networks. SDP is pulling all of the interfaces and IP's correctly, but it is binding to the wrong one as the default. This seems to cause the agent not to report back correctly or allow to remote to the workstation. Is there a way to select what the proper IP is, or a better way for the agent to determine that? -Nick-
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Technician only one than can Edit change
We have a big problem as we are trying to upgrade to Version of Servicedesk plus. We have technicians that are assigned changes but occasionally technicians leave, and we need to reassign the technician who will work on the change. Currently not even the sysadmin can edit a change? How can we change the technician of an already assign change.
ServiceDesk Plus - Check Agent
Hi, I have to change my server name, how can I make sure that my workstation is pointing to the new server name? I have deployed a few machines with the new .msi with new settings, servername, port, protocol (through SCCM) and all went ok. Sending information or scanning seems fine but I cannot see in the logs nor in the bin folder the information on which server it's connected to. Thanking you in advance, Regards, Cédric
Migrate Installation to New Server
Is there any documentation as to how we would move our existing install of SDP to a new server? We have an older server that we want to retire and need to move it without losing all of our existing tickets.
Active Directory Import OU
We have moved our user accounts into a custom OU structure from the AD root as this is recommended for larger organisations to make group policy management easier. However, the AD Import seems to suggest it will only import users from within the Built-in Users folder? Can the AD Import function import users from a different OU structure please?
Service Desk goes off
Please need help, 3 days ago when I tried logging into service desk, I noticed that the drop down for which you select the domain your userID belongs to was missing, tried clearing cookies, and restarting by it didn't fix it. Yesterday, the application came back to normal without doing anything. Today I can't open the application at all, I have the right IP and port number but it still does display anything when you enter it, have used two different browsers
Edit existing ticket problems in Browsers
Recently I'm having difficulties after editing a ticket. I would update the ticket with all the required fields and then click submit, but then it would take me back and ask to supply a rep code again. I have seen that when you edit the resolution - it removed the current selected rep, and then when select the rep again after updating the resolution and click submit, the browsers (IE and Chrome) would come up with a popup message: "Problem" you can click okay, and then it's updated. Just frustrating,
Search Issue in build 9016
We recently updated from build 8212 through the upgrade path to 9016. Our technicians add a reference to a book id and what page of book each request refers to: for ex. "8219/250" for book # 8219, page # 250. They used to be able to search for this example by typing "8219/250" (without quotes) into the search field. This no longer brings up any search results. They can search for 8219 by itself, but there could be a lot of pages in that particular book that have requests made for them. Is there a
How to restrict Requester to not to view all Sites and All assets
Hi, How to restrict Requester to not to view all Sites and All assets. we only need to have that requester can view only assets which he belongs to. i have seen this when a requester tried to create new incident and Damn he can see All assets if he wants. please help.
SDP-OPmanager integration “Unable connect to SDP: Invalid Username and Password”
hi all, I use SDP 8.2 and OPmanager 11.1 on my network and I’m in the process of integrating these two services. I’ve setup the mail server part successfully and both SDP and OP are able to communicate to the server. My problem lies into the Add-On/Products settings. When I test the connection between the two from OP\Admin\ Add-On/Products, I get “Unable connect to SDP: Invalid Username and Password”. I have tested credentials with different format such as DOMAINNAME\username but no success. Both
The ServiceDesk startup hanging at "Application layer started.........................."
Hi, everyone. Need some help to handle the problem that happening at ServiceDesk startup. The ManageEngine ServiceDesk boot sequence stops at "Application layer started...", jvm allocating more and more memory and always consume above 30% of CPU time, but bootup process never ending. When I'm launching the "run.bat" SD starts up completely in 15-20 seconds, but some modules fails to start. =============================================================================== . JBoss Bootstrap Environment
ServiceDesk Plus 9017 Released
Dear Users, SDP 9017 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9017 SDF- 55999 :Option to configure IP/name of devices which have to be excluded from scan. These devices can be configured under Admin tab --> Scan settings. Issues Fixed in 9017 SD-54748 : Scan : Null Pointer Exception while scanning a VMWare host after moving a virtual machine from one host to another host. SD- 56824 : Scan : Exception
Is it possible to move Helpdesk Ticket Modules?
When viewing a request, I have 3 modules by default below the actual request. They are, Requester Conversations, Request Details, and Requester Details. Once I add notes, there is a fourth module, Discussion Notes. Is it possible to move the location of Discussion Notes? By default, it is below everything else. It would be really nice if it were below the actual request, or even just below the Requester Conversations module.
Configuration LDAP
Dear All Please help me to configuration LDAP Authentication setting domain.thanks
Configure CISCO Switch
How to Configure CISCO Switch .. ?
Incident Template "Help Cards"
I'd like to request an enhancement that would allow us to add instructions for users that explains the purpose of each filed-very similar to what you are doing with your "Help cards". This could be in the form of a hover-over pop-up window- that displays the "Help Card" for that template, or a link embedded on the template that when clicked would open a help page on our local intranet. I read other posts requesting something similar and the suggested reply was to put the instructions in the "Description"
User portal
Hi, Please am looking for a way to change the user portal interface, can I get help or maybe a manual
How to edit grayed out CI types
I am trying to create a structure similar to workstations, but with mobile devices. I have tablets, phone, hotspots, and pagers. They are all cellular devices, but when I need to search for a phone number I have to go into each asset and search for the number. There is possibly two answers for this: Is there a way to make my custom fields searchable from the asset search box? How do I move my IT assets under/to a new parent CI? They are currently grayed out and will not let me change them. Also,
edybissau
Please I need you to help me, I'm interning at a telecommunications company as help desk, wanted to know more about the reports, and how to do so more practical and clear
Closing requests using business rules
Hello, We need to be able to use the business rules to auto close some requests, however we have some additional request fields that are set as mandatory for the request closure rules. This field is not available to select in the Business rule creation so this prevents the request from being closed. Please advise how this can be resolved. Thanks
Name discrepancy on Custom Widget section of Dashboard
Dear PitStop Team, I am experiencing an issue with the customizable dashboard section of ServiceDesk Plus. Currently, we have four custom widgets, but the fourth widget added (regardless of the order added) will automatically be labelled the same as the first widget. I have attached a picture to illustrate.
Report of template used for ticket logging
Hi Experts, We have several service request templates that staff can use to log their ticket. We are trying to build a report using the Query Report to find out how many times the templates are used when logging a ticket. The report output should be similar to below TemplateName Jan Feb ..... Template A 5 8 ... Template B 3 0 .... I found an old discussion https://forums.manageengine.com/topic/report-used-service-request-templates using a MSSQL that
Number field REST API
I am currently trying to edit a "Incident request" item in ServiceDesk app through REST API. I have success with text and choice fields but get a failure (similar to invalid input xml or no input found) for the number field with following xml <parameter><name>Overall % Complete</name><value>2</value></parameter> I got the name for the field from the outward json string using REST API again. {"WORKORDERID":"300204"....,"Overall % Complete":"0","Cost ($)":"0.0","Scheduled Start Time":"","Scheduled
Service Desk Don't start after a hardware reboot
I 've Service Desk Plus over a Centos 6.5 I 'n doing test to install or not in production but when I reboot the server never can access the web page The requested URL http://172.16.4.46:8080/ was not found on this server. Apache/2.2.3 (CentOS) Server at 172.16.4.46 Port 8080 I try to start manuly teh service /etc/init.d/servicedesk start and sh run.sh but don´t strat Can you help me?
notifications don't work
Hello; We have SDP 9.0 Build 9004 It was working. I don't know what happened but mail notifications don't work. I checked smtp server access by using "telnet mailserver 25", there is no any connection issue; it can connect successfully. I don't know what to check. Need to your advises guys... Regards Tirelibirefe
Problem with messages
Good afternoon, How the system manage engine servicedesk determines that the message to the application? For example there are application specialist took the message that she appointed him if he responds directly to this message, it appears in the discussion. How the system will determine which letters you want to create a new application, and which add to the discussion ?
Changing self service portal
I want to remove the link on the right that goes to the portal usage video. How would I do this? Is there a HTML page I can edit?
Asset Movement
Hi Support, I hope you can include Asset Movement feature in ServiceDesk Plus where in technicians can manually add history in the asset. ex. Asset has been moved to site A. Also, if bulk asset movement can be done through servicedesk plus for scenarios when an end user resigned all assets associated to him can be bulked associated to the new end-user. Looking forward for this feature to be released. Thanks, Ella
PO Associated Assets are Missing
Hello, When I go into any PO, and click the Actions -> Associated Assets link the page is essentially blank: This was working up until about 2 weeks ago. It seems to have broken for another technician, and now it is not working for me as well. I have tried to view the associated assets with multiple computers and with different browsers (Firefox, Internet Explorer, Google Chrome). We are using version 9.0 Build 9011 Thanks!
Purchase Module: Volume Licenses
Need to know if there are any plans on improving the way the purchase module handles volume licenses: Example of Current Behavior: *Need to purchase 100 licenses of Office Pro 2013 *Create PO for type Software; QTY=100; Price/License = $xxx.xx; Grand Total = $xxxxx.xx *Receive Items: CREATES 100 separate entries using the same volume key This is a problem because it creates far too much clutter on screen. How it Should Behave: *Need to purchase 100 licenses of Office Pro 2013 *Create PO for
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