Assets management SDP
Hi We have helpdesk Team which manage Desktop user Assets. I would like to know how i can delegate them the Rights. Currently i assign them a SITE ADMIN rights through which they can scan all desktop to update Assets but they are unable to Add new assets or devices in the list. For that i have to give them SD ADMIN rights which i dont want to give them.. Plz share any solution if have. Secondly I have created custom fields for Requester in HDMS to maintain user information regarding email access,
Can We Craete Our Own "My Reports"?
Hello, I would like to create a report that retrieves those requests created by the logged in user, meaning a single report definition gives different result sets depending on the user runnining the report. Is this possible with the ServiceDesk Plus reports?
List of support groups do not open!
My organization is testing the SDP few days ago, everything was working normally until Thursday lost the ability we select the group in the Incidents module, at creation time of the creation of the incident list with the support groups do not open. We also verified (via F12) that SDP has a script error. Does anyone know what could it be? Notes: The list of groups not open even after requesting to be chosen; We are not using the customization option per site, all sites are to "Refer Default Settings"
Requestor view of all Current and Closed Requests
Hi My users don't appear to be able to see Closed Requests older than 4 months. I haven't archived since August 2013, and they don't appear to be able to see the archived items either. In previous versions they were able to see all Closed Requests dating right back. Did this get changed in an update? My users are asking for this functionality back as they often refer to Closed Requests if they experience similar issues. Thanks Gill
Assets related alerts
Hi Does SD+ can send alert if the free hard disk space is lower than X%? Thanks, Amichy E.
Reporting on Technicians Assigned & Completed Requests
Hello, My apologies if this has been asked before, I have used the search function but was unable to find a topic that matching what I'm after. I'm not asking that this be done for me, only if it could be confirmed that what I want to do is possible, and if so maybe point me in the right direction. Essentially, I am wondering if it's possible to create a report that can show a comparison of the number of requests a technician has been assigned, and the number they have closed over a set period of
Tasks tab not working correctly
Currently on 9010 but problem started on 9008. The Tasks tab doesn't update the number of tasks that remain when any task is complete ("0/5" will show when all 5 tasks are completed) and changing status doesn't change percent to 100 and changing percent completion to 100% doesn't change the status. Also, the amount of the Open Tasks (on Requests tab) has increased (counting Resolved tasks instead of the remaining Open tasks). It appears that the number includes previously Resolved tasks with completion
Attachments in Service Desk Plus for iPad
Is there a plan to add attachments to Service Desk Plus on the iPad or Android? We use email to deliver voice messages left by our customers as attachments to Service Desk Plus, and not having them in the mobile version of the app is making it really difficult to use the mobile application. Michael
Notification Rules: What Actions (or lack thereof) Meet the Response Due By and Due Date Triggers?
I see that there are 2 fields : $DueResponseTime and $DueByDate. Please confirm my understanding the $DueByDate is the date established by the priority level and associated SLA that we expect resolution or service to be complete and the ticket closed However, what is the DueResponseTime? What constitues a response so that this notification rule is not triggered? Finally - the "Request Unpicked By A Group" - pleaese confirm this means when ticket assignment to a technician in that group is not
Issue tracking with Manage Engine
Hi Everyone I'm wondering if someone is currently using any products or add-ons of Manage Engine for issue tracking? I see that there are "Incident Management" and "Problem Management" components to the Enterprise version of ServiceDesk, but I'm not sure if this will be usable as an "Issue Tracking" system? If someone is currently using the Incident Management and/or Problem Management components, what are you feedback with regards to this? Thank you! (What I mean with "issue tracking" is reporting
Import Assets
Currently we own both Manage Engine Service Plus and Dell Kace 1000. I would like to connect thm together to share asset information. If I cannot connect them, I can pull the asset files CSV and import them into Service Desk. How do I do this or where can I find the information. Appreciated anybody's help
Servlet API Update Asset Assignment
I need a little help understanding the usage of the servlet API and making changes just to an assets state and assigned owner. As I understand it you just do a simple POST to https://mydomain.com/servlets/AssetServlet with just the variables you wish to change. For example a simple html form would be: <form action="/servlets/AssetServlet"> <input type="text" id="assetName" name="assetName"/> <input type="text" id="assetState" name="assetState"/> <input type="text" id="associateToUser" name="associateToUser"/>
reminders not working
Hi Our reminders do not seem to be sending emails - we set a reminder for example today at 1:30pm. We then set the email me before to 15mins excpecting an email to be sent to the technician who set it at 1:15pm but nothing? Any ideas why this could be. all other notification rules work fine.
Sender´s Display Name
We have configured, that all Requesters get a message when a Request is opened from Sender "IT Support". But now, when we reply to a request , the sender´s Display Name is now not "IT Support" it is "Your HelpDesk System". I am really unable to find this Setting! Please help. Thanks, Oliver
Re-set Change ID number
Hi, Is it possible to re-set the Change ID number? For example I want the next change number to start at 300 Thanks.
internal server error 500 after upgrade from 9001 to 9010
Hi all, just thought I would let everyone know. since upgrading to 9010 I was unable to assign or pickup tickets. kept getting the interal 500 error. I was advised to: stop SDP service rename the extracted folder under \ManageEngine\ServiceDesk\applications restart SDP service this resolved my problem. thanks Russ
Issue with Deleted Technician
We removed a technician from SDP doesnt show up under technicians but the technician still receives tickets and is listed in drop down boxes. I already received an initial email from Ben after waiting 2 days for the initial response, now waiting again after running Query in SDP on the user. Anyone have suggestions, as support from ME is severely lacking
Slow Technical Support Responses
Why do i always have to wait 1+days to receive a response for any support ticket i send to ManageEngine to SDP. I am a paying customer. When you finally reply, i reply back and wait another 1+days to again receive a response.What is the deal?????
Home Page in SDP - remove/customize the Quick Create box
I would like to either remove the Quick Create box on the Home tab or customize it according to our needs. In the admin module, where can I do that?
Multi-Select Incident Field
Is there a way to create an Incident field that allows users to Multi-Select? We need to create a field that allows them to select multiple options. Any way to do that or is that feature request?
What Features you would like to see in ServiceDesk Plus in 2013 ?
First of all New Year Wishes to all of you. I was wondering what feature you would like to see us implement in ServiceDesk Plus in 2013? Would love to hear your thoughts on it ?
I'm having problems "receiving items" within Purchase Orders
For certain purchase orders, when I try to receive the item, it says "Receiving, please wait..." with the spinning circle. But it never completes the action. I could leave that going for up to 15 minutes and nothing will change. Oddly enough, certain purchase orders allowed me to receive the item with no problem. Here's the image of an item I'm trying to receive but can't. Jeff
Upgrade from 8212 to 9010 CMDB/Assets not showing Relationships
I did a stepped migration from 8212 to 8217 then 8217 to 9000 and then 9000 to 9010 yesterday. Since then we are unable to add or view relationships for Asset or CMDB objects. The message "No CIs found in this view." shows up in place of the actual related object. Screenshot is below.
Domain authentication
How can I configure that, when requester receive email from system and clicking the link, it open the current page, not the page of login. How is it possible?
business rule for not filling additional field
Hi, I created one additional field in the incident template and admin should fill this field when assigning the ticket to a technician. Is there any way to send an automatic notification if the admin forget to fill this field while assigning the ticket ?
numbers searching in 9.004 is not working.
In our incidents and service requests templates, we have added fields corresponding to numbers like customer indentification or our customer card number or keys. Lucene engine indexing all text fields excepting number fielsd. Searching for eg. "45432345" number in request history we get null response. Before upgrading we had performance problems during searching, but there were no problems with finding numbers in requests history. Now searching is quicker but has not complete functionallity. Maybe
Delete Script For Database?
We're configuring ManageEngine and somehow our AD import for requesters brought in other extraneous information that we don't need - server names, conference rooms, etc that are part of AD. Because reimporting only what we need doesn't delete the AD items that we don't want, we'd like our DBA to run a database delete script so we can reload the relevant AD entries only. Is there a Database Delete Script that someone has that will remove the relevant pieces so we can reimport? We currently have
NTLM Failed Redirecting To Login Page
I have read the three posting about this and there were no solutions, the tech just keep asking for the log files and then never posted a solution. This issue started happening to me today (02/24/2014) and nothing on the server has changed. I tried clearing my cache and updated Mozilla Firefox and I am still seeing the issues. I am running Version 8.1.0 Build 8114.
How to add/modify Change Template in "Create New Request/Incident"
It seems I can not add/remove a new template in this area? Is it true?
Notification Enhancements
We have two enhancements we would like to see on a group based level, that I believe would be an enhancement for "Send notification to group technician(s) when a request in this group is updated." We would like this option to also send a notification to the Group when a technician adds a note to the ticket. Currently it does not appear that technicians Group has anyway to be notified when the ticket is updated with a note. --- Our second enhancement for notifications we would like, it would be ideal
Custom email request templates based on associated e-mail
We would like to be able to use specific incident or service request templates when opening a ticket through e-mail. Currently, say you have two support groups. SG1 and SG2. Within SDP you can associate an e-mail address (SG1@domain.com and SG2@domain.com, for our example) with both those groups to open a ticket with the group. So if we send an e-mail to SG1@domain.com, it will open a ticket and assign the group to SG1. The same goes for the second group, if we send an e-mail to SG2@domain.com it
Database exception while discovering workstation. : Duplicate entry for key
Hello! I had problems with scanning workstations. When scanning workstation via its IP address error Database exception while discovering workstation. : Duplicate entry for key. Earlier this workstation was on the list of scanned workstations, now I can not find it anywhere to remove and scan it again. Earlier on this workstation was installed agents, after a scan workstation disappeared. Tell me what to do! Thanks
Forum bug when inserting images with IE11
I can't insert an image with IE11. The insert image dialog comes up and I can select the image and it generates a preview. But when I hit "submit".. the code does nothing. I waited for 5 mins.. nothing. Can't use compatibility settings as "nothing" shows up at all; no forum area displayed. Please fix.
Unable to delete "Change manager" field from change template
Hi! When i try to remove "Change Manager" field from change template after pressing "save" button I get an error: "Already change template in the same name is present. Please provide a different name" But we have no other templates in the same name. Can it be fixed?
Assets that Haven't Been Sucessfully Scanned in Over a Year
I am trying to identify assets in Service Desk that haven't been successfully scanned in the last year. I am trying to find old devices that I would like to remove from the system so that I am not attempting to scan those machines and they won't consume licensing. Is there a way to do this? I can see workstations that haven't been successfully scanned in the last 30 days but I can't change that value. Any help would be appreciated.
close request
Hi, collegues please advise, can i set up the request closure in such a way as to an initiator can be the last who closes and marks it?
Asset Ownership History Report
I need a report that will give me the ownership changes of our assets for a given timeframe. Some examples of the data I'm looking for in the report are if a pc is assigned to someone last week, I want that to show on the report for that week. If a pc is reassigned to another user, I'd like to see that show up on the report. I need these fields: Model Asset Tag Serial Number Resource State (DISPLAYSTATE, not RESOURCESTATEID) Previous Owner New Owner Parameters: To/From Dates
Holidays in Views
Hi, What is the Holiday purpose? When I add holidays from Admin I can't see them in Scheduler view. If I add Local Holiday for me, I can see this Holiday only for me and not for other Technicians from my Site. In Technician Availability Chart I can see Holiday only created from Scheduler and only for me. Also in Site drop-down list available only (ALL Sites, Not associated to any Sited) but we have about 20 Sites SDP 9006 Dmitry
Redirect http://8080 to https://8443
We're trying to redirect our help desk from http://site:8080 to https://site:8443. I found the instructions on this page (http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1) to do it but it is not working the way I need it to. If I do that, then http://site:80 will redirect and not http://site:8080. I tried changing the appropriate line server.xml to <Connector port="8080" address="${jboss.bind.address}" and redirectPort="443" and running the changewebserverport.bat
Question about Licences Contracts - Activate/Reactivate Licenses
HI, We have many softwares acquired licenses in Microsoft Eopen who want to add on Servicedesk to manage licenses and when the licenses expires (Microsoft Office 2003/2007/2010, etc). Situation: 1) We add an license using the option Softwares Licenses without fill the dates (start date and end date). I control the dates by license contracts (association license with contract). 2) When we do this action, the license that didn't have the date takes the date of contract. If we edit the license, the
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