Determining # of node licenses needed and Desktop Central technician license
We are a new SDP client and we bought DesktopCentral with it. The nodes of SDP don't work together with the computers in DC quite the way we thought so we hit our node limit on the first scan. I am looking to buy more node licenses, but I'm not sure how many we need. SDP only shows the 2,000 we are licensed for and not a count of how many it detected. Is there a report or some way for me to know how many node licenses we are short? Also, we have noticed a SDP technician that we think was configured
Can we give only pick access to technician without giving assign access!!
Can we give only pick access to technician without giving assign access!!
Assign and pick-up
Hi support, I just wondering, any idea to separated between assign and pick-up ? Thank you. Regards, Ali
Assign Same ticket to Multiple technicians
I need to know if there is a way to assign a ticket that we get daily to a set of technicans without having to duplicate and assign it manually to every technican. I tried to use business rules but it would not let me assign it to more than one technican. Any ideas? Thanks, Chad Survis
Technician cannot login
Hi support, I have an issue about login. My technician cannot login into helpdesk system after change the password. You can see the issue on attachment. That I have done after issue appear is : 1. Already re-import requester from active directory 2. Change my technician to requester and re-import requester, and change as technician again. Can you help me please, because this issue is very annoying for our activity, and problem in our company cannot record as usual. Thank you, Regards, Ali
ServiceDesk Plus 9006 Released
Dear Users, SDP 9006 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9006 SDF-27287 : Scheduled user import from LDAP can be configured. This can be configured from the Admin -> Active Directory -> Schedule AD/LDAP import. NOTE : User import schedule will work based on Global config entry, with category='Scheduled_User_Import' and parameter='EnabledFor' and allowed paramvalues are BOTH (default), AD and
Report
You provided me with a solution to query my request: I am new to this and wondered, is there a report that I am to modify or build this from scratch? Thom Please use the below query. MSSQL Database SELECT TOP 10 max(aau.FIRST_NAME) "Requester" , COUNT(wo.WORKORDERID) "Request ID" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID WHERE (wo.ISPARENT='1') AND wo.CREATEDTIME >= <from_thisweek> AND wo.CREATEDTIME <= <to_thisweek> GROUP
ServiceDesk Plus 9008 Released
Dear Users, SDP 9008 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9008 SDF-56428 : New 'Self Service Portal" option to assign any completed status (like resolved, completed etc.,) as status representing task completion, instead of using the default closed status. SDF-56255, SDF-50464 : The time period of SLA Escalation Schedule is changed to 5 Minutes SDF-55946 : New Date format is added in Personalize
Report that will generate
Report that will generate a list of the top five requestors for the day, week or month. Can someone help me with either modifying an exciting report or provide directions of one they are currently using. Thanks
Unable to restore DB in build 8107
Hello, We are preparing to migrate our ServiceDesk from a Windows 2003 server to a Windows 2008 R2. We already installed the same version on the new server, 8.1.0 Build 8107 however the database restore is failing with the error below. We are using a full db backup file which includes attachments. After it came back to the \bin> prompt the application is unable to start basically forcing us to reinstall. Any help will be appreciated. Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
Send emails to several contacts
Hi, Is it possible to sent emails to several contacts by choosing them from the list? Thanks. Lena
Response to "closed ticket" notification mail creates new ticket instead of re-opening it!
* a technician closes a ticket * the requester gets a notification mail "your ticket has been closed ... blablabla" the last sentence in this mail is someting like that (I don't know the exact english wording, because we have ServiceDesk in german): "Only reply to this mail, if you have further questions regarding this request. The state of this request will be changed to "open" again". * the requester replies to this mail with something like that "the solution is not perfect, but it works. please,
Purchase of Microsoft Office OEM & OPEN Licenses
Hi there, I need to order a number of licenses from the Purchase module however some are OEM and some are OPEN type licenses. When adding the line, it reads the name 'Microsoft Office Professional Plus 2013' which is what is needed when receiving the software, and it creating a license which we can then allocate to an installation of the mentioned software. The problem I'm now facing, is that when ordering OEM and OPEN, they are both different pricing. How will I work around this, when ordering them
Auto Assign technician still assigning tickets.
I am having a problem where I have a technician set to be on vacation and Auto Assign is still assigning tickets to them
Could not delete service fields in form designer (Service Catalog)
Hi! There is a limit, up to 24 text fields, that I can create inside one service category. What shall I do, if I exceeded this limit? How can I delete some fields, that I don't need?
Viewing all open requests
We have a manger who wants to view all requests in our Servicedesk system - we don't have an issue with this, but have hit a couple of stumbling blocks. Firstly, we have a 5 user licence and 5 technicians, so I can't make him a Technician. As a 'Requester' I've changed the 'Requester allowed to View' setting to "Show all their Site requests" - this gets me some of the way and allows him to see some, but not all, of the requests. The problem seems to be with the 'Site' setting. Some of the requests
Categories, Subcategories and Items -- anyone have a model set in production that you can share?
Hi, rather than build our categories, subcategories and items from scratch, I'm hoping someone has some they'd be willing to export and share. Ideally, the set of categories, subcategories and items matches a service catalog, but if not, that's okay. We still might be able to work with them. If so, I think there are queries on this forum that explain how to export a set of categories, subcategories and items. A resultant CSV file can then be created and imported into Service Desk. We are a full-service technology
How to close fields in request details?
Need to close following fields: 1. Mode 2. Level 3.Impact 4.Impact Details 5.Urgency 6.Service Category
Delete ALL assets
Hi all, We would like to delete out all of our assets and start fresh and it is taking a long time to do so on a page by page basis. Is there a way to delete all assets from service desk in one hit? Thank you.
When converting an incident to a service request, is it possible to force the imposition of a service template?
For instance, if a requestor had accidently selected the default incident to request an addition of a new email account, and the technician sorting the new tickets needed to convert the incident into a service request, is it possible to force the technician to use one of the existing service request templates? Running MESD 9007. Thanks!
Possible to view all Technicians in the scheduler calendar?
Is there a way to view a master calendar to show all of the technicians that are out of the office. Currently it seems you can only view each individual technicians calendar.
CCed user being automatically copied to all technician's replies.
Dear all, There seems to be a new messaging rule or bug in Manage Engine starting from 8217 or 9xxx. If the original service request was sent by Requestor A & CCed to B, all replies by the technician to the requestor will automatically include the original CCed party (B) by default. This can sometimes lead to some confusion or unwanted attention from the CCed party. Is there a way to disable this ? I am still on 9006 build as I don't see any changelog on this in #9007. Build : 9006 DB: MS SQL 2008
How to configure Change Management workflow in SD Tool?
Hi Team, I have to configure the "Change Management" in my SDP but I am not able to found the path to manage the "Change Workflow" option in my tool. So request you to please share the admin guide for the same. Thanks Satyam Kunal
I need to disable solution tab from requester screen.
Need to disable tab from requester screen. Is it possible?
unmanaged group
Hello, we have some sites and some tech support groups linked to sites. One group was suddenly "moved" into other site, and I cant do anything with it. When I trying to open it, i see error 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) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Request cancel
Hi! Is there a way for a requestor to cancel their own request in SD ? Thanks.
Search Result Inaccurate
Search function have issue. Search common words, it come out inaccurate result. But for searching less result words, it show properly. Notice that it show 500 maximum search result only.
SLA at lunchtime
How to configure lunchtime in Service Desk Plus, because some calls are made to order lunch a few technicians. In operating hours is not possible and also not found any business rule. This would have a workaround? Thanks!
Adding a new field
I am trying to add an additional field on a Existing template. When I create and drag the new field to the canvas, its doesn't save. Is there any where else that I need to create the additional field?
Relative dates in custom views
I would like to be able to use relative dates when creating custom views. Here are some examples: Today's tickets = All tickets with a created date of 'Today' Stale tickets = All tickets with a created date greater than 5 days old and last update date greater than 5 days old or 'Null'
Automatically populate custom fields
Hi, I have a need for an 'Owner' of a Request, as well as a 'Delegate' of a Request. The Owner would indicate the primary contact / responsibility holder of the Request, whereas the Delegate would indicate who is currently working on the request. I can assign an Owner via the Technician field (which is a drop down list populated by the Technician list found under the 'Users' area). To assign the Delegate, I created a custom field named "Delegate" and am able to manually assign values to the drop
"Could not scan the disposed and expired asset" on non-existing asset
Trying to scan a workstation to add but I'm getting the error: "Could not scan the disposed and expired asset". This asset isn't searchable and doesn't appear in the list of disposed or expired machines.
Tracking the history of an asset's location
Hi there, We have manually input all of our assets in the ServiceDesk plus Database and allocated them to the relevant departments. When we move an an asset to another department is there a way of tracking this move? We basically need to be able to look at an asset and be able to see who it is currently allocated to, but we ALSO need to be able to see who it used to allocated to before the current owner ( i.e. where is came from). Does anyone know how i can set this up or where i can get this level
Force "http" to "https" ServiceDesk
I'm sorry if this question has already been asked and answered, but I'm tired of looking around for it. I recently ran the script that changed the port for my installation of ServiceDesk to 443 and HTTPS instead of HTTP. But there's still the issue of people going to http://servicedesk.domain/ and getting a "Connection Reset" error message. I'd like to be able to, when people type http://servicedesk.domain, it forces them to https://servicedesk.domian, kind of like you do with a ModRewrite in Apache
Question: How can I change/manage display order of template list?
We have no service category setup ( just yet) but have few request/incident report template setup for user's convenience Those are displayed under OTHER template category on the page that can accessed below. https://servername/Templates.do?module=mergedRequest Is there any way to control or change listing order of those template? It looks like not the alphabetical order and not sure what order it has shown. Ideally we can set it in own order but if that is alphabetic order We can just add numbering
I need first response time report
In my SLA I worte that response time must be max 20 minutes after request creation. How can I generate first response time report? That will show me this info. Thanks in advance.
Undelete a Request
Hi, I've accidentally hit delete on a request (whoops!) How can I perform an undelete to recover it?
Error update ServiceDesk Plus 9006 --->>> 9007
Unable to start the DB. Possibly server is running if so Please shutdown the server (or) Previous upgrade is failed and the message for the same will be displayed in the Command Prompt Connect to DB - yes ServiceDesk - shutdown - yes ????/
Mail Fetching Error - Delayed
Greetings, I am running a trial version of service desk and i am getting the following error while fetching emails. Mail fetcing is delayed ....due to start time and finish time is ZERO I restarted the server and it worked for an hour or two and then stopped with the same error. My Server time is correct. I am not sure how to fix this.
Measure what technician groups have helped resolve an incident
Hi, Is there a SQL query or other way to find out how many (and what) different resolved groups (Group in SD+) that have been assigned to an incident. I'm trying to measure if 1st and 2nd line groups have more than 80% of resolution rate of my tickets. Any help is much appreciated. best regards Markus
Next Page