CSV template for requesters add
Hi, Could you provide a CSV template file in order to add requesters to ServiceDesk Plus ? Thank you.
Pass-through Login Expiring?
A couple weeks ago we enabled Pass-through Logins and it works, so that in IE or Chrome we can go straight to the dashboard, bypassing the login screen unless we specifically "log out." We're rolling out SDP slowly, only a few IT people using it currently, all Technicians in the system. However, I'm seeing a persisent problem. A tech might go to the site and access all the features with no issues. But after filling out the Incident form, clicking the submit button they are asked to log in again.
ServiceDesk Plus 9013 Released
Dear Users, SDP 9013 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9013 SDF-52648, 50437 : Technician and Requester can have option to associate the request to the project to which they are associated to. Based on Self Service Portal Settings,Project association to Requesters can be enabled or disabled. By default this option will be disabled Please refer to the below link for the steps to install the
Unable to delete duplicated assets with 'old' name
Hi All, Our license for maximum assets recently hit its limit. I noticed immediately that quite a large number of machines had duplicated themselves to old_1, 2, 3, 4, sometimes even to 20. I've tried to delete these assets, but the browser window times out after 30 minutes. I tried deleting one only, and this took a total of 20 minutes to delete one workstation. Im not too sure how long these workstations have been there for. Is there any way I can remove these workstations and stop future
Mailing of Scheduled Reports
I have a scheduled report that is set to e-mail at a certain time of day, however, the report never gets mailed. I can run the report and then mail it manually. Help with atomatically mailing a scheduled report. Thanks Lou
Asset Cost enhancements
Dear Users, We are planning to enhance asset cost calculation. We plan to bring in the following cost split ups 1) Purchase cost -- cost involved in purchasing the asset 2) Operational cost -- cost involved in bringing the asset to operation and to keep it operational 3) Current cost -- cost worth of the asset after depreciation 4) Total cost of ownership[TCO] -- sum of purchase cost, operational cost, and cost of associated components
Scheduled Report for newly discovered Assets.
I need a scheduled report for newly discovered assets? Please help.
Unable to resolve requests
When a technician resolves a ticket, the ticket gets re-opened automatically. Here is the workflow: Tech clicks the resolution tab. Tech enters the resolution and updates request status to resolved. At this point the tech gets an e-mail saying "Request ID :#### has been Re-Opened by the user." The request then goes back to open status. The user still gets the e-mail saying "Your Request with ID :#### has been Resolved." How do we fix this?
Report this year filter
I am working on creating a custom report for our contracts. Our fiscal year runs from 4/1 of the current year to 3/31 of the following year. I was going to base my report of the existing "this year" functioanlity and then do a calculation to add 3 months to the where clause for the date to compensate for the offset of our fiscal year period. However, when I looked at the base query for the "this year" filter I noticed that the query shows WHERE (((longtodate(mcdt.TODATE) >= 1388552400000) which
ServiceDesk Plus 9014 Released
Dear Users, SDP 9014 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9014 SD-57072 : Problem in upgrading to 9013 for the SDP instances have initially installed SDP version 7500 (or earlier) and had modified any of the default Requests reports (till 7514 build) has been fixed. SD-57090 : Unable to execute some default custom reports having 'summary type' for columns configured after upgrading to 9013
POP3/IMAP4 Exchange 2010 Fetching Issue
I've been banging my head on this one for too long. The skinny of it is that I am unable to get the mailbox to fetch. The SMTP works (or at least doesn't throw an error). I used these settings on another helpdesk software and it works. It states FAILURE: E-mail settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I have double checked the credentials and telnet into the server on 143 and on 110. I've attached my support
Tech warning if try to pickup an already assigned request
Hi Is there a way to warn/confirm a tech if he tries to pickup/assign an already assigned request? Thanks, Amichy E.
Creating contingent drop down lists
Hello, Is there a way to create contingent drop down list. Example of what I'm trying to do: Services template -> request new Computer -> option would be Mac or PC -> if PC is selected HP or Dell -> and then you would get vendor specific config options. This would essentially function the same as Category -> Sub-category->Item But I would like to make multiple custom top level category groups. Thank you for any help.
Hello Is ServiceDesk Plus can be installed on the host-driven and how to do so
Hello Is ServiceDesk Plus can be installed on the host-driven and how to do so
Import from sysaid
Hi All, Is it possible to do the following. To import from Sysaid to ServicesPlus? Many thanks! Regards Gerrit
Error backup servicedesk on windows
HI, I have a problem when backup servicedesk. We use server 2012 and Database mysql. This is the details of error. Could you please help on this? What should I do to solve this problem? Thanks you in advance!!! Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.sql.SQLException:
reporting on template usage
Hi everyone, Does anyone know if its possible to report on Template usage in ServiceDesk Plus? I have had a look at the reporting Wizard and "Templates" is not listed under available columns? thanks
Filter for "rejected" Changes
Could you please consider adding a filter for rejected Changes in the Changes module or the ability to add custom filters to changes as per the Requests module. Currently changes with a rejected status are not shown in the Open or Closed changes filter! Thanks
List of Variables
Where can I find a list of all the variables that can be used in the user surveys?
Signature Line in Survey
When I turned on the survey feature, it includes a signature line that is not part of the fields that I can modify in the Survey Details portion of the Survey Settings screen. Where does that signature line come from so I can change it.
cannot search if the string contains any characters (*,/, \,-...etc.)
Hello. I am using the latest version of the SDP, but as I tried, I cannot search the applications, if the string contains any characters (*,/, \,-...etc.) I have done this several times, delete from indextable where name = ' Sol_CommentHistory '; Later, stop the application and open a command prompt on the application server and browse to the folder ManageEngine\ServiceDesk\bin and execute the command > reIndexData.bat request but the search finds nothing, if only the letter-search works. help
Can not restore backup file in Linux Debian
HI, I got a problem when I am trying to restore services desk from backup. Please help me on below error. I am running it on Linux Debian7. Details of error Exception in thread "main" java.lang.UnsatisfiedLinkError: /root/ManageEngine/ServiceDesk/jre/lib/amd64/xawt/libmawt.so: libXtst.so.6: cannot open shared object file: No such file or directory at java.lang.ClassLoader$NativeLibrary.load(Native Method) at java.lang.ClassLoader.loadLibrary0(Unknown Source) at java.lang.ClassLoader.loadLibrary(Unknown
Postgres not initializing on Ubuntu 12.04
I saw some reported issues on CentOS, but this issue is happening on ubuntu... Any ideas?
how can I replace web site icon?
Hello; How can I change web site icon which is shown on the browsers ? Regards Tirelibirefe
Disabling "Log on to" detection of usernames.
Hi, Is there a way to prevent ManageEngine from detecting the domain or Local Authentication when a valid username is typed in? Our Servicedesk site is accessible publicly & while SSL encryption has been enforced for the login page, we also want to prevent hackers from probing the usernames in our domain via this method. Regards, Winston
Delete ticket
We have just upgraded to 9.0 and were wondering want happened to the delete warning when you click actions, delete inside of a ticket. Its right next to print preview and if you miss-click you delete the ticket. Yes it can be recovered but it used to warn you and ask if you where sure... what happened to that?
Problem with search in CHANGES when browsing with spanish language selected
When the technician has the Spanish language selected searching in changes does not work. It does work if the language is English. We think it might be because there are some literals not translated such as "Search". Please give as a solution.
SLA settings
Hello everyone so I have for some weeks ago installed ME SD+ and I find it pleasing. But now after some test runs I need to start to set up SLA's. And the support organization that I work for have a lot of needs to send a reply to requesters every 4 hour. So I have set up 4 levels, Low, Medium, Hight and Outside-SLA. So what I want to do with my High SLA is to set that requester get a update every 4 hour from the system just replying some standard template thing, but this function seems to be missing?
Smarter technician notifications
Currently we have business rules setup (examples) with: Note: Technician 1 & 2 are both members of Group 1 If subcategory "is A, B, D or F" then: "Add to group 1" "Assign to Technician A" If subcategory "is C, E, G or H" then: "Add to group 1" "Assign to Technician B" Now the issue is that when these are run the technician that it gets assigned to gets the "added to group" & "assigned to you" emails. It would be good feature if it the technician assigned did not receive the "added to group" notification
Attachment was broken in License Agreements
Hello, we have a lot of license agreement with attached files. After installing 9000 update or, perhaps, 9004, attachments stopped to open. They still exists in filesystem, but when trying to open file in SD, receive: "The File was not found." It looks very bad, please help! Thank you. upd: looks like SD trying to open file using path \fileAttachment\Apr2014\....., but files are located in Feb2014,Mar2014 and so on. Attachments for license agreements, created in Apr2014 - opens, but all others,
automated techician time tracking in SDP
Does anyone have any solutions for automated technician time tracking in SDP?
Change Roles - Allow SDChangeManager users to edit the ChangeManager field at any time
(This requested with respect to build 9003) Scenario: Only one ChangeManager is allowed to be assigned to a Change Record. The Change record was on the ''Release' Stage and ChangeManager activities were required, however the assigned ChangeManager was unexpectedly unavailable to login for days. Only the (unavailable) 'ChangeManager' assignee can edit the 'ChangeManager' field. There is no other User or Change Role that we can assign a Technician that allows the 'ChangeManager' field to be edited
How do I disable the 'Close Request' "yes" answer?
Hello; I want my users' confirmation for the ticket resolved. ...but when the technician select "YES" to the popup question, the user can not confirm How can I replace "YES/NO" question with default "NO" answer? How can I request endusers' confirmation out of technicians' initiative? Regards Tirelibirefe
request assigning issue
Hello; I have 5 Sites and 5 Support Teams. Each site is assigned to a team like that. Site A >>> Team1 Site B>>> Team2 Site C >>> Team3 Site D >>> Team4 Site E >>> Team5 Each team member (technician) can see tickets created in the only his/her own site. When a team member attempts to assign a ticket to a technician in another Team, other technician names are not listed in the drop-down menu; only other technicians in the same Team are listed in the menu. So the ticket can not be assigned to someone
Redirecting emails to specific techs via support groups
Hello all, I have been tasked with setting up our SD+ implementation to allow for groups to be used to direct tickets to the proper techs. Here is what we have envisioned for this. All users submit tickets to support@company.com via the self-serve portal. They will be forced to provide some piece of information that will dictate what group it will go to via the Category field. Once the ticket has been successfully submitted, it will go into a queue for the group that was specified in the Category
Why can't users with SDAdmin roles edit change requests?
We're using SDP 9006. I'm in an SDAdmin role and need to make a change to a change request. Unless I've been added to one of the Change Roles in the actual request, as an outsider (but a SDP admin), I'm not able to make changes to a request. Is this by design or do we have something configured incorrectly? Thanks!
Job title field in Requester Details
Hi, Is there a possibility to view Job Title field in area Requester Details at created request (without clicking on requester's name)? How can I use job title information to set priority automatically (for example in business rules)?
Groups not to be allowed to assign to Technician
You do have an option in the Roles feature to not allow any tech to "assign a technician". By unchecking this option, what it really takes away is the ability for a technician to assign a ticket to both "a group" and "another technician within that group". By the title of that option I would have thought this would still allow the tech to assign a ticket to a group but just not a technician within that group. So you have an update coming or request yet on being able to offer either or of these options
Stop backups from creating sub directories
Hi Guys, I noticed since we recently upgraded to 9012, our backups are now creating subdirectories for each backup file. This is completely unnecessary. Is there any way to stop this from happening?
import solutions from xls, csv, or sql update
I note that this was originally requested more than 8 years ago but would it be possible to provide an import option for solutions please. Failing that, would it be possible to provide the schema information required in order to write an update script for a manual import.
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