technician not visible
Hi, Technician has been created manualy. Now I can not see him on technician list but I can login using this account. Please help to solve this problem. Regards, Jack
notification template
Good day, how you can add a notification template? Can I create my own notifications if so, how? There are no buttons or what .... I press the save button, but my template does not appear the field where you can put a check mark to apply this alert. Manage Engine sevice desk 8.2.0 8214
Daylight savings time did not update 8.2.0 Build 8212
Good morning, I’ve noticed that service desk plus is still an hour behind after daylight savings time sprung our time ahead one hour. The time on the server is correct and I don't see a setting in manage engine administration that will allow me to update the time for service desk plus. Can someone let me know how to update the time on this so that our tickets show the correct time? Thank you, Andrew
Service Desk 8.2.0 Build 8212 is not detected installed software properly.
Service Desk 8.2.0 Build 8212 is not detected installed software properly. We have Microsoft Visual Studio Ultimate 2012 is installed on some of our machines. SD is reporting that Microsoft Visual Studio Professional, Premium, and Ultimate are installed on those machines. I looked at the installed software on those machines in the Control Panel and they list: Microsoft Visual Studio Ultimate 2012 Version 11.0.50727.26 In SD under Software > Scanned Software > Microsoft Visual Studio Professional
Location Column in Asset View
Hello, I am wondering if an extra column in asset view could be added for "Location". We have multiple computers at some of our sites, and the way I know which computer is which is by using the Location field (maintenance, manager, etc.). When I am in the Asset view it would be wonderful if I could see the location of each asset without having to go into it. Thanks, Kevin
Mail Server Fetching drops after update to 9001
Hi, We recently upgraded to 9000 and then 9001(we needed the action menu). Since then we have been experiencing a lot of trouble with mail fetching. It stops and does not come back. A restart of the Manageengine service does not always bring it back so we have to resort to rebooting the server. The event viewer does not show anything and the last time mail was fetched is not shown. What can I use to monitor this to see what is going on? Thanks, Jonathan
SD+ smtp issues with Exchange 2010
I've been reading through the articles here and haven't quite found my prolblem, so forgive me if I missed something and it's already asked and answered. But we have a POP account picking up emails and turning them in to tickets, no problem at all. However, the outgoing notifications do not work. We know that the settings are correct, in fact they worked for a short time before they stopped altogether. I've tried all the settings I could think of to hit our mail server, both internally and externally,
Can you restrict the view of a technician?
We have a technician on staff that is going to be working with one particular software our organization uses, and we would like to make him the sole technician for support of that product. However, we would like to make it so that when he signs in, requests pertaining to him and that software support group are the only requests he sees. Is this possible? If so, how?
Change default reply
Hi I want to change/modify the default template for 'Reply'. I see that I can make a new template, but I only want to remove the first two lines in the default and if I make my own I don't know how to get the "history" into that template/reply. Anyone knows how to do this? I have read this thread, and it looks dead for now: https://forums.manageengine.com/topic/variables-in-reply-template BR Claus
New pc get's name from old pc.
What happens to the history of the old pc when I give his name to a newly build pc. I'm replacing 4 pc's with a certain name. I have to keep those names so when the old pc's are renamed and turned off, I give the new pc's those names. But I wan't to keep the records of the old pc's in the servicedesk. So my question is, is servicedesk creating a new record or is he going to overwrite the old one?
SD+ from .9002 to 9.003 upgrade problem
During upgrade from 9.002 to 9.003 I got a meesage: "Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html" and upgrade process stops. Please advice what to do? We use MSSQL but details notes in log file (attached below) is related to MySQL???. Regards W.O.
Projects history report
Every morning we need to recieve a report in which we want to see all projects history for the last day. Can you help us with this report?
A Guide to speedy resolution
Part 1 Working with a client the other week we were expanding upon the Incident management workflow in ManageEngine ServiceDesk Plus. The issue of effective Incident resolution came up and I expanded on a number of hints and tips that might be useful to hard pressed Technicians in dealing with their request queues. I've decided to split this into two parts as there is a fair bit to cover. So, first off, the Resolution tab in a Request. Did you realise that this tab has been designed so a Technician
Manage the list of view selection (My Groups/Requests/My View)
Hello. We're using SDP v9 build 9000 and I'm looking for the possibility to manage the list of view selection. Is it possible to delete the standard or reorder the view list because we're still using our own created filters. If so I would be very thankful if you could tell me where I'm able to find the settings. Thanks a lot Johannes
Change Request ID from the default
Hi, I think Requests are identified by the ##Number## -text. E.g. in the request subject field. Is it possible to change that to e.g. ##CompanyNumber## to avoid possible conflicts with other helpdesks? SDP: 8201 SQL: MS SQL 2008 R2 Express Regards lakend
Include "License Name" column on list and when allocating
It would be very helpful to include the "License Name" column on any table where licenses are listed. Right now it only displays the Software name, however this is duplicated often if you have more than one license for a particular product.
SD+ Free install on GoDaddy shared Linux server?
Hello, I have attempted to install SD+ Free Standard Edition on my GoDaddy shared Linux server and I am stuck. Let me begin by saying I am mostly a programmer with no experience with server setup. If my questions are too broad (read:n00bish) or outside the scope of what this forum can do for me just let me know. I downloaded the install binary from the ManageEngine site (Linux, 32bit) and uploaded via FTP onto my shared server. I then logged in via ssh, changed the permissions on the file and ran
Is it possible to add predefined variables available in notification Emails to Service Requests Templates
Is it possible to add predefined Variables into the Subject and/or Description fields? For example as below Subject Field: Request for New Starter $Name Description Field: New Starter Request $Name Thanks
problem with group
dear colleagues, who had faced with such a kind of problem? 1. there is a group of accountants, for instance an accounting department, and the have to manage and fulfil requests but i dont have any will and intention to make them technicians. is that real? 2. if an employee is a technician then can i set the options in the way that doesn't give them a possibility to choose the name by themselves? I want to do ot myself
Request View Permissions
Hello, Is there a way to have a non requester the ability to view a ticket that they didn't initiate and is not in their department?
Logon mismatch with Active Directory
I'm having an issue with ServiceDesk Plus 8216 with Active Directory Authentication. I have AD Authentication enabled, and a domain configured to import users every 5 days. Both of these items are working, but they aren't working together. The user import takes the attribute "samAccountName" from active directory, but our users are logging onto the web portal with their UserPrincipalName attribute. In the attached screenshot, you can see two "Ashley McLauchlin" requesters. The top one is the imported
Configure ServiceDesk Plus for single computer/user
Hello, I was wondering what it the simplest way to configure ServiceDesk Plus to be used for a single computer and single user setup. Only one person will be using this on one computer.
Active Directory UPN Login
Does anyone know how to setup UPN login for SDP?. Adlogin is working fine, but all my users use their email address (UPN) for logging into all resources. TIA Larry
SLA for Service Catalog
Hi, I set the SLA for Service Requests like below. However, it doesn't seem to be assigned to any Service Requests submitted and the Dueby Date for the request is not changed. I don't know what's the problem as this SLA for Service Requests is really different with the SLA for Incidents. SLA for Service Requests submitted from Web Portal seems not working. Really appreciate your help! Best Regards, Nicole
How can i let my clients enter without login to see they´re request?
Hi i have this question. How can i let the clients enter to the service desk without login to check solutions and see they requests? im using 7.6.0 Build 7603. Thanks A lot!!!
Custom Filed as URL
Hello, is the following possible: Create a custom text filed for requests and use this value with an external URL which is shown in the request? For example: i have a text filed with Name : "device ID". After entering a vlaue to this filed i have a link in the request like: http://servername/details?id={deviceID} , where {deviceID} is the value from the custom text field "device ID" Regards
How can my client enter the portal without a login user?
Hi good day! How can i let my clients enter to the service desk to see solutions and the´re requests??? Thank! Im using 7.6.0 Build 7603
My Open Or Unassigned - Seeing All Support Groups
Hello, We are just starting our technician pilot before hopefully going live for our users in the coming weeks, believe I have run into an issue with the Request filter "My Open Or Unassigned". We have technicians who have permission to view all request tickets in their site(s), but are only members of specific support groups. Using the My Open Or Unassigned filter in the Requests tab seems to be showing Open or Unassigned tickets for all Groups, not just the groups the technician is a part
Report on installed software by workstation and user (last logged in would be ok)
Could someone assist me in producing a report on installed software by pc and user. We are running servicedeskplus 8.1 Any advice much appreciated. Regards Craig
Technician Remote Control Permissions
I have set my Active Directory account as a technician however it doesn't let me change the permissions so that I can use the remote control tools as I currently can't do it. I want to use my AD account and not create a new one if I can help it. Any suggestions or ideas how to do it? Thanks! Also... In my assets I have a custom field for "Stock Level" however I can not set the graphs in reports to use the value to give me a representation of the stock levels, is there anyway I can do this? Thank
HTTP to HTTPS Redirect Documentation Typo and Missing Styles
How do I setup redirection from HTTP to HTTPS? http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2 Minor typo: <web-resource-name>Secured Core Context>/web-resource-name> should be: <web-resource-name>Secured Core Context</web-resource-name> Also, "Go to the folder C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\ AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF Edit the web.xml file and search for the content below and add the lines
PO Name Length
Hi, It seems there is length limitation of the PO name when creating a Purchase Order. Are there any solutions to adjust the length of PO name? We are wondering to use a fixed format for the PO Name but it won't allow us to because it exceeds the length limitation. Best Regards, Nicole
Updating from 8125 to 9000
Hi, We are currently running 8125 in prod and I want to update it to 9000. I managed to update my test version to 8217 with a copy of our prod DB and it's running fine and it's stable. Then, I tried to update it to 9000 3 times now, it takes 3+ hours and at the end it crashes saying Update failed. 1. Can you help me with that ? 2. How do I disable the automatic backup of patch 9000 ? It takes a while to do and it's useless for me. Thank you,
Service Catalog/Service Requests removed?
I am new to ManageEngine ServiceDesk, recently installing 9.0 Build 9002 and obtaining a free license. We are evaluating it as a replacement for our current Help Desk ticketing system. I've noticed that the current documentation doesn't match up with the latest build. Specifically the functionality related to creating a Service Catalog isn't present, although Service Categories are there and can be tied to Incident Templates for the end users to quickly create requests. So basically it seems the
What sslprotocols are Supported by ServiceDesk Plus 9.x?
I wish to perhaps disable TLS 1.0 and enable TLS 1.1 and 1.2 as well as SSLv3, but I don't know what sslprotocols are available to ServiceDesk. I see ServiceDesk 9 has JRE 1.6.0_45 so I think its safe to assume tomcat won't be able to use TLS 1.2 until JRE 1.7 in some future version.
Satus change without inserting comments
In change management workflow, we would like to be able to change stage-status without inserting comments (we do lots of status changes in a day, so we consider that time-wasting). Is there a way? Thank you. Federico.
Change DB type
Hello! Is it possible to change the type of database from MySQL to Microsoft SQL Server? Did not find the answer. Maybe in with backup I can do this?
Synched AD, Now All Techs Are Requesters
I synched with AD and now all of our technicians are logging in and getting a requester view, so no one is able to attend to helpdesk tickets. We can't get logged in for any admin settings to change it. Any body have any ideas on what I can do to get logged in with a technician view so I can reset the techs back to a technician view? Seems like support is on vacation as I have not received any response on my ticket (7043637) or phone calls. I saw the following, but I'm not sure it will help.
Backup schedule will not change time
The time of the backup schema is allways "now" and cant be changed. This must be a bug in 9.0 Build 9003.
Can not start servicedeskplus
Hello All; I installed 2 new Debian x64 latest release servers which 1 is for SDP (SDPSERVER)and 1 is for MySQL (DBSERVER). Both servers are up to date. I've installed MySQL and don't think it has a problem. I completed installation steps of ManageEngine installation on SDPSERVER and connected it to DBSERVER without any problems. On DBSERVER, I can run the following command and there is no any problem. mysql -u sdpuser -p sdpdb -h 127.0.0.1 When I attempt to run ManageEngine as "sh run.sh" , ManageEngine
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