delete group
every time i try to delete a group or site. it said it is used by other modules. the site is grayed out. I need to know which module are using this item so i can delete it.
Hide Incident or Service Request Template from Technician
We have the ability to show a template to a requester or not by checking the "Show to Requester" check box from the form designer. We would like to expand on this ability. We would like to be able to hide a template from a technician on the Service Catalog. Our reason for this is, for example, we set up a "Preventive Maintenance" incident template that contains a few extra fields that we are only using for our preventive maintenance tasks. This template is now listed in the Service Catalog for
SSL setup godaddy
Hi there, Since a while we are trying to implement SSL to Service Desk plus. I followed this guide : http://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html#step3, but when we attempt to start service desk via command line it reports server started, but when we try to open the portal it does not load up, seems like the web service is not started. Anyone gone across something similar? The cert is from Godaddy, the zip did contain 3 files (two looks like their
Custom Reports for ServiceDesk Plus - Assigned Verses Closing Technicians
Thought this custom report might be useful for a few people. I'm currently working with a Service Manager for an existing ManageEngine ServiceDesk Plus installation. The product has been in place for some time but, unfortunately, the desk has become saturated with open requests. As such the new Service Manager is on a mission to close aged requests, where appropriate. Obviously, there are a few occasions where the local teams need some of the tickets re-opened that the Service Manager has force
Search requests
Hi! After update SD first to version 9.0 Build 9004, and after to 9006, we cannot use Search button. Every search that we did, returns "No request found in this view." I already executed every solutions reported on this forum about this problem, but anyone works. What I need to do to resolve this issue? Thanks. Miguel
Hi I am trying to create a report to show a weekly time report by technician
Hi I am trying to create a report to show a weekly time summary report by technician and need it to include all time logged not just requests. How can I get this? I need time logged to tasks in a project, time worklogs for changes requests, and worklogs for requests.
category
hi, collegues 1. Please tell me, in incident teamplate i choose the category field and put a checkmark on "creator of the request can view" but requester dont view category... 2. Can i configure "close the application rules" for individual incident? Help me please. Thanks!!!
Book an asset
Hello, In our company we have many users who like to book laptops/tablets to take with them when on business trips. Is there a way to use ServiceDesk Plus to automatically book out a specific asset? As well as notify other users that the particular asset is booked if they try to book the same one during the time period? Thank you! -Mark
Asset Scan not working
Hi Support, Our Asset scanning seem not to be working after a while - SDP ver 9.0 When performing scanning, the Update Scan Data window will runs without any response. Please help to resolve this problem.
custom icon in service catalog
1. How to add icons to a new service catalog category on servicedesk plus Profesional edition, is there a way to do this ? 2. How the servicedesk plus software choose the icon that appear when you create a new service category on the self-service portal ??? because I change the name of the default services categories and the icon changed to generic image ???
Install 3-Party SLL cert on ServiceDesk Plus ver 9.0
Hi Support, I need help to install 3-Party SSL cert on my SDP 9.0. Kindly assist.
Role to View the Scheduler
Hi Support Team What must be the ROLE for a CAB Member/Change Manager to view the Technician Availability Chart or Scheduler ? Thanks Gopi ME Tech
Single Sign On
Hi there. Using the Single Sign on. First of all: It is working within the AD-DS. Challenge: Users of a second Domain should be able to log on to the Service Portal. Domain is not in the same forest and no trust ..... We were able to Import users from second Domain successfully. Would be ok for us, that those users Need to type in credentials manually. Is it possible to Redirect them to the Login-Form without NTLM-Request Popup from AD-DS ? THX Best regards Stefan
Create an asset state with no licence count
it is possible to create an asset state for stolen assets that does not count as asset license ??
Report Help - Technician KPI
Hi All, I have the below query for showing the technician KPI for each month ( from this month to this month) SELECT au.FIRST_NAME 'Technician', (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID LEFT JOIN WorkOrderStates wos4 ON wos4.WORKORDERID=wo4.WORKORDERID WHERE (wot4.THD_WOID=wot4.WORKORDERID) AND wo4.CREATEDTIME >= <from_thismonth> AND wo4.CREATEDTIME <= <to_thismonth> AND wos4.OWNERID=(wos0.OWNERID)) 'Total Number of
ServiceDesk Plus 9009 Released
Dear Users, SDP 9009 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9009 SD-56235 : In Reports > Custom Reports > Request related reports, when selecting the Workstation as one of the columns, it displays only the workstations that are associated to requests and not the other assets that are associated. The column now has been changed to Assets. Selecting this column will display both the workstations
How to set reminder.
Need set reminder for every requests. When time to SLA is ending, before 1 hour for ending period sla need reminder. How can i set it?
Service Desk Plus iPhone App - Push Notifications
Dear Team Does the Service Desk plus iPhone app support push notifications? This feature will be very beneficial for our support engineers to receive alerts for when they get new calls, replies etc Thanks,
Dashboard Errors on SDP 9
Hello all, I've updated from SDP 8208 to 9003 and the dashboard is showing several errors when I filter by all sites (not happening when I filter just for an specific site). The errors that appear are the ones bellow. Any help would be appreciated. Thanks! HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Requester management without admin rights
Give Helpdesk ability to create, edit, delete requester accounts and departments without needing to grant them administrative rights.
Read udf_date in c# and maybe update it.
Hi there, I try to write a little tool in c#, that reads out the udf_date1 (we use it for documentation of last update and reboot of servers) and maybe write it back to database with the new date. We use SQL-Server and i can find no correct calculation for rendering the correct date or setting a new date. Maybe you can help me and show me how to read / display / write the correct value for this udf_fileds. Thx from Austria, Wolfgang
[ERROR] You do not have enough privilege to view this page
I have a SDSiteAdmin technician A. Now this technician A tries to scan for a workstation via an IP. ... and he gets this error message at the URL: "https://sdp2.pvgas.com.vn/NodeDiscovery.do" You do not have enough privilege to view this page The workstation is added to the system but he can not see it because it is not assigned to any site.
Email command
Here is what I am trying to do. All new emails coming into the servicedesk email account I want it to automatically assign it to one group. Is there a way to do this for new ticket emails? For example, If a user replies to a current ticket I don't want it to auto assign but people who send in a new request to the MESDP email account I want it to auto assign.
backup MESDP production db and restore to MESDP Dev db
We currently have a development environment that runs the default DB software. We would like to be able to backup the production db (MSSQL) and restore it to a new db file and connect our dev environment to that. Is it possible? I was thinking of backing up the Prod db with SQL express tools and restoring to a new db name and point the MESDP dev server to that database. Can it be done this way?
SDP CRM integration
Is it possible to have SDP send updates of requests to a third party application? I need to receive updates whenever a request gets updated. I have seen the callback Url for requests that are created via the Api, however I do not want to create the requests from the Api. Is there a way to have the callback url auto-populated for certain requesters? Also, I have read a little about the External Action Plugin, however that would require an extra step for users, correct? Is there a way to have the
how to enable a outlook connector
i am using outlook 2010 and i want to connect my Hotmail account in outlook please anyone can share me the procedure how to do this thanks
Disable required field
Hello, I've got the following question: Under worklog currently it's required to fill in "Time Taken To Resolve". Is it able to make this 'not required'? With friendly greetings, Youri
Double line spacing in requests and responses
When a request is logged in the system from an email. There seems to be an additional line feed after every line of text, meaning that everything appears double spaced. Is there a setting that can be modified to remove this as it adversely affects the professionalism of responses to our clients. Thanks, Tony.
Resolved requests report per month
Hi. I need report for resolved ticket quantity per month. Is it possible? And the second, I need the resolved tickets quantity per month by percent. In SLA is written that Rates of resolved requests quantity: 90%. I need this report
Manage lost assets with replacement
We have provide one laptop to Mr. Ruhul one year before. Three days before he lost the laptop. Today we have provide the another laptop to continue his work. My concern is, How to manage the lost asset with replacement.
Add new fields
Dears, I need your help ASAP to know how to add new field for the monitor for all the workstations, for example I need to add Tag Number, Monitor Model ,etc.. , Please let me know the steps to be able to add these fields, Best Regards.
Can Not Delete Workstations
Hello, Every time I try to delete workstations from service desk it freezes up my environment. I noticed lots of users having this issue on the forums but I only see a resolution of asking for a log file. After that the forum responder does not update the ticket with the resolution. Please help. I need to delete workstations that are no longer on the network and servicedesk to not show them anymore. Thanks,
Cannot delete old Unaudited workstations
Trying to delete these old enteries and there seems to be no way to delete. Thanks John
Number of Assetts.
Has this always been limited to 250. Or is that new wiht 7.6 If this is the case, we most likely will not renew our subscription.
Additional Custom View Filters/Columns
Under "Add Custom Views", it would be nice to be able to filter by Template Name so we can see all of a particular type of service in one window. The "Add Custom Views" section also contains a filter called "Time Elapsed". We would like to be able to use this field as a column in the requests lists. Thanks, Evan
Can't delete a few software licenses and the purchases orders for them.
I am unable to delete some software licenses which are connected to two closed purchase orders. I would also like to delete both purchase orders. No matter what I try, they simply will not delete. They are not allocated to anything. The two purchase order numbers are 2104 and 3001. I would like to just delete the purchase orders and have both of the software licenses delete right along with them. Is there any way to do that? Thanks, Tony
Problem with restoring backup
Dear, We just upgraded our SD plus from version 8.2 to version 9.0 build 9007. We also changed to an other server. But now I can't import the backup, it gives a 'strange' error. Extracting backup file.... Please wait extracting backup file java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1090) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1074) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Configuring the Pass Through Authentication in ServiceDesk plus v.9
Hello Support Team, I enabled Pass Through Authentication on Service Desk plus v.9 I didnt' create a new computer account with the script but I used the account already created during the join on the domain of the server. I set the password of computer account with the script "Setcomputerpass.vbs" and now I have this scenario: --> Signle Sign-On function with the active directory user login --> When I try to access on the server where Service Desk is installed, I get the following error: "The trust
scanned software and asset will not delete
I'm trying to remove our inventory of scanned software to "start again". I can delete all software except for this last one... When I try to delet it I get the following error: FAILURE :Database exception while deleting software. Please report the problem to the system administrator, with the Error Code - 1,229,470,206,459 I get the same type of error when I try to delete the last asset as well. FAILURE :Problem while deleting workstations. Please report the problem to the system administrator, with
Asset Management - Delete a workstation
Greetings. We want to know if SDP Enterprise has a function for delete automaticaly a workstation in the Asset Management, for example, if the machine doesn't report any activity or sync through the SDP via the agent or agentless for 30 days. Regards.
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