SelfService Version Update
Hi, I am a new administrator with this software and was wondering where do I go to update the version? Thanks ahead of time.
how to deal with volume license that allows portable device install?
Hi there, So we have a volume license for, let's say, 10 installation. According to the license agreement, if a person uses a desktop and a laptop (not at the same time) he/she allowed to have the software installed on both device. So in theory, if all 10 people have both desktop and laptop for traveling, we will have 20 installation in total. What would be the best way to record this in software licenses page? should I create a volume license for each individual (allow for 2 installation)? or just
Calendar now button
Hello, Internally SDP stores the date/time as Epoch time = the number of seconds elapsed since 1 Jan. 1970 00:00:00 UTC. The date/time displayed on the screen considers the time zone you have set up in your SDP preferences (personalize section). I am wondering what date/time is being considered when pressing the Now button in the calendar. Is it the time of your PC, the time of the SDP server (which may be in a different timezone) or the time as configured in the personalize options? Best regards,
Enhanced Work Log Dialogue Box
Hi Guys, Is it possible to have the work log description box to be the same as the request description dialogue box with ability to paste in images? We especially want this under the change module when in the implementation phase.
Requester with limited rights
Is there a way to take away access to a particular requester? Specifically, we do not want the requester to be able to see their own requests and we do not want the requester to be able to change their own password. Is that possible? Joe
Notification emails in HTML
When setting templates for the email notifications (i.e when a new request is logged or when a request is closed) I would like to add some HTML formatting to the email which is sent. It appears I should be able to do this but when I add any html tags they just appear in the email notification as plain text. The setting at the top of the notification rules page is "Send all e-mail notifications in : Rich Text format (HTML) " Links from pre-defined variables such as $RequestLink work properly.
fractional number
Hi, colleagues When i create a new field with type of field - fractional values, I have problem with fractional values, when i write " 0.5 " and refresh request i see " .50 " help me please...
Changes Reports - seems to be only pulling Changes where Site IS NULL
(This situation applies to ServiceDesk Plus build 9003 Enterprise) In the process of arranging a support call with ManageEngine for this issue, but thought I'd throw it out into the community and see if anyone else can let me know if I have misconfigured something or they are experiencing a similar situation... (This occurred after moving from build 8206-9003) Issue: Reports existing (created previously in build 8206) and created using the Custom Reports wizard (in build 9003) stopped returning
Report for generating project details and its milestone details.
Hi The below query lets you to generate report about project details such as percentage of project completion , title , status , projected end and its milestone details such as title , description ,comments , owner , status , projected end , gantt color. First execute the query select paramvalue from globalconfig where parameter like 'TaskCompletionStatus' If the param value is 'closed' use the first query Else if the param value is 'completed' use the second query First query select pd.projectid
Text in template jumps
We have made incident template where our text jumps one to several rows down each time the template is used in the description field. How can we solve this so it don't happen again. we are running SDP 8.2 Build 8214. Same issue appears on our test system that runs 8.2 Build 8217
Fields available by email-command but not editable for requesters?
I've been playing with the "email command" options . It works pretty good but I saw a little problem. It only let assign new values for fields if the field is editable on the requester web interface. Is there any option to allow autofill this info with mail commands but disallow the modification into the web interface? Thank you! Regards.
Using the Purchasing Module
I would like to be able to do the following things in the purchase module: 1.) Change the owner of a PO 2.) Specify individual(s) to be notified of POs approval and other status changes 3.) Change the email template that requests approval 4.) Delete a closed PO (they say they are being used by another module.. i created a TEST one and i can't delete it even though i did not assocaited anything with it other than a product.. which i cannot remove now that it's closed) 5.) Create a PO directly from
Generate custom query report from last year/date
How can I run query report to last year date? Need date from: 1/11/2013 to 1/01/2014 available only this Сегодня - <from_today> - <to_today> Эта неделя - <from_thisweek> - <to_thisweek> Прошлая неделя - <from_lastweek> - <to_lastweek> Этот месяц - <from_thismonth> - <to_thismonth> За прошлый месяц - <from_lastmonth> - <to_lastmonth> Этот квартал - <from_thisquarter> - <to_thisquarter> За прошлый квартал - <from_lastquarter> - <to_lastquarter> Вчера - <from_yesterday> - <to_yesterday>
website layout gripes
We are currently using ServiceDesk plus version 9. I've not used it long so excuse me in there are ways around my list of complaints. Is there a way to customize the layout of the screen. Wide screen monitors are now the norm, and I hate having to scroll up and down to find information. For example, in a change ticket, I'd like to see the ticket info on one side and the notes on the otherside vs scrolling to bottom.. When assigning people to roles in the "Change" window.. I have to go to
Change/Delete Reminder from Calendar
How do I change or delete a reminder from the scheduler calendar after it's been created? I can view it but can't seem to find where to edit or remove it.
Fail upgrading from 8217 to 9000
Hi, we are having problems with updating SDP from version 8217 to 9000. We attach the log Updatemanager.log Can anyone help us? Thanks
Change Workflows - specifying hidden Statuses for a Workflow
(Posted with respect to ServiceDesk Plus build 9003 Enterprise) We are creating a workflow for Standard Changes and it really only uses half of all configurable Statuses. Build 9003 behaviour: There seems to be no way to hide the 'Status' and 'Status Actions' that we will never use as part of this Workflow. As a result, the Change Records for Standard Changes are more confusing than they need to be for the Technicians responsible for managing them using the workflow. The list of Status Actions
Approver perrmission
Hi. I have some difficulties with following: I wrote a workflow, that every purahse request assigned to the head of current department. But if manager forward the link to another person, other person can approve instead of manager. How can i forbid this?
Task Subject Enhancement
In addition to the unified task and request list that we are hopefully getting soon, we would like tasks that are automatically generated from incidents or service requests to have the subject filled with something that uniquely identifies that task. For example, lets say we use the New Employee Hire request and we have several tasks associated with it that are automatically generated every time and assigned to the appropriate groups. We have things that need to be done for every new hire such as
Solution records - contain related Problem 'Symptoms' field; Known Errors apearance in portal
(Composed with respect to ServiceDesk Plus build 9003 Enterprise) When searching Solution records, the records created from Problem 'Workaround' and 'Solution' fields represent out-of-context information. The user must launch the Problem record to provide context around application of the workaround. Additionally, Known Errors are a very underdeveloped feature. Enhancement request 1: (to Solution records generated from Problem records) When posting a Solution record from a Problem, the Solution
Task count inaccurate
In the dashboard tab -> Task Summary section -> It give me a count of 2 pending tasks. When I click on the number, it brings me to the task details page. The problem is that there are not tasks listed. If I go back one page. I click on the total (32) when the next page opens up, there are only 9. The task count and the actual number of tasks don't match up.
Change
Hi Im using SD 8.2.0 build 8217 When i opened a change i faced the issues: 1. If one Approver is removed and re attached to the change, the system does not remind any more the approvation / rejection sent by this approver. 2.If another approver should be added in the change after the aprovation is sent, we have to resend this approvation to all the members in the approval list as it does not have any way to classify which address should receive the approval email. 3.Sometimes the approval
Renaming categories and Support Groups
Hi -- Just wondered whether it was ok to rename existing Categories and Support Groups, or will this have an adverse affect on anything? Thanks MP Service Desk
average survey report
hello i need a report to show the average result (%) of surveys for each technician within a certain time limit
Error in componentVendorFormresult
Good day! When I try to add any new asset (assets-choose any IT asset category- press "new" button) i get an error: Error in componentVendorFormresult.getElementsByTagName(...)[i].childNodes[0] is undefined. I ignore this message and press OK and then create any asset whithout any problem. So, can anybody explain what does this message means and will I have any problems whith assets in future if i ignore this error?
Network scanning not working for new systems (SD+ 8.1.1.0 Build 8110)
I am running on Service Desk PLus 8.1.0 Build 8110. I know this is an old release, but I cannot upgrade at this point in time due to management and configuration control issues. When I scan a small subnet with 32 new systems on it, all nodes in the address range fail. I then run a workstation scan of one system within the address range, the workstation scan succeeds. I re-try the network scan for the address range, and one system succeeds and the rest fail. The successful system is the one
Solution Keywords: entering single words vs. phrases
When entering key words, I understand that single words should be separated by a comma. How should phrases be entered? For example, if I want the phrase "installation error" to be a "keyword" along with other words, should I enter it like this? installation, error, installation error Thank you!
ServiceDesk Plus 9011 hotfix released
Dear Users, Hotfix 9011 over 9.0 is released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9011 SDF-52732 : Support for scanning HP-UX OS machines. SDF-53337 : Backup process (manual/scheduled backup) will create multiple .data files based on the file size. By default size of each .data files will be 1GB and this can be configurable based on the globalconfig database entry ranging from 500MB to 1.5GB. Backup file will
how to see what solution was used on what request?
Hello, we are improving our internal processes and one of the principal item is understand what solutions are used into requests(to check quality), what request was resolved without use any solution (to check what solutions are missing) and what solutions are not used. For it, I would like to know if there is a way to know relation between the request and the solution inserted into the request?. Someone knows if it store this relation inside in any specific field or table? Thank you! Regards.
Notification emails
Hi, I am not able to send emails when a ticket is resolved in SDP. Is there any particular setting to be done?? Regards, Kavya
9008 Upgrade
After Upgrading to 9008, all data was restored expect the relationships. its empty though the DB tables do exist and still contain the valid data. is this bug? or something wrong with the upgrade itself. trails to solve this issue: -I have tried fresh install and restore my data into the freshly installed instance still the same> -Update to the latest release 9009 still no fix. any help is very much appreciated. thanks
API : create custom report; Automatic linking of Request to Problem
Hello. We are using SDP 8.2. 1). Tell me please, is there a way to use API to create custom reports? 2). There is a way to automate linking process of Request to Problem? For example, we have project to implement. For monitoring goals we created around 30 Problems. We are sorting and linking Requests in SD to this Problems. And the matter is that it's hard to link Request to a Problem manually, because - first, we need to find this problems among variety of others; - second, registered problems take
Local-Aditional Fields
We are trying, use for reports some local Additional Fields but not appear in the reports, only appear the commons fields, for example i configure my flow : Category: "Computadoras" Sub Category: "Dell" and Item: "Desktop" but i need other field to clasify for example: "traslado" , if i use de commons i can use "Traslado" for make my report, but if i use a aditional field only for "Computadoras" Category i can´t use it, is posible use this field in a colum in my reports?
CMDB relationship map presents unnecessary details
Dear Experts You did a great job providing capability for graphical representation of dependencies between CMDB elements, but I think there is something that needs to be corrected. It doesn't care what element we are interested in. When I start a map by clicking on the relationship button next to a service it opens a new map and expands all the branches connected to the specified service. Afterwards when I try to track the dependencies of this service to underlying infrastructure I have to click
Backup error
We get the following error when the scheduled backup fails. What do I need to do to fix this? 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.util.zip.ZipException: ZIP file must have at least one entry at java.util.zip.ZipOutputStream.finish(Unknown Source) at
Handling NULLs in Query Editor report
Version: ServiceDesk Plus 8.1.0 Build 8116 running on SQLServer Hi, I have a scenario where "External Reference" is a custom field under the Incident Template and also under a Request Template. I am trying to merge these two fields in a report based on the principle of checking if the field under Incident Template is a NULL, then checking the Request Template for a NULL and assigning a default value if both are NULL. Part (1) - NULLS The official instructions on the Query Editor page says that NULLS
High CPU load
Hello, After update from 8109 to 9004 got a problem: very often java.exe consumes 100% of CPU core. Wrapper.conf: wrapper.java.additional.19=-XX:PermSize=128m wrapper.java.additional.20=-XX:MaxPermSize=256m wrapper.java.initmemory=128 wrapper.java.maxmemory=1024 In logs I can see many messages like: [13:27:19:823]|[05-19-2014]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[23]|: Connection obtained for crawling the database <AppIndexingInfo CRID="147" APPLICATIONID="1"
Business Rule Move To Site
Is there a way to set a business rule to move a emailed request to a site? The functionality I am trying to achieve is having multiple email aliases (site1helpdesk@domain, site2helpdesk@domain, etc) for the mailbox ServiceDesk checks and when a new request comes in via email it is put in the right bucket. Stuff to site1helpdesk@domain being assigned to site1. I am wondering if anyone else has found a way to make this work as it seems like it'd be a useful item to assign on creation.
Problem with searching in solutions database
Hello to all, we have experienced some problems to find solutions in SDP database. We dont know why but we cant find some solutions using "Search solutions". Words that we used are in subject or description but SDP cant find it. Are there any solution for this trouble? Thanks in advance SDP 9.0 Build 9003
Apply Ticket View As Standard
Hi I am looking to apply the same view for all Requestors when a Requestor clicks on the My Open Tickets menu. I want to have this set as default for all requestors, is this possible? for example ID_Subject_Priority_Status_Assigned To_DueBy_Resolved Date Can you help
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