elapsed time
hello; please advise about the meaning about elapsed time, and it formula i will appreciate if u give me an example.
Custom Views not Displaying all Custom Field Items
We are using SDP 9 and MS SQL. We're having an issue with custom views where we have defined an additional custom incident field and want to define a custom view that sorts based on that field. Below is how we have the "SubProduct/Service" field setup in the additional incidents field we have 4 items we've defined: When we try to create a custom view based on the "SubProduct/Service" we do not see all the items or values defined: When defining a custom view, the SubProduct/Service field should let
ServiceDesk Plus Site Settings
Hi, I want to about ServiceDesk Plus Site deleting. When I try to delete a site there is that kind of warn issue: "That site is using by modules can't delete" What I miss? Thank you
Problems with Windows and Network Scan
I spoke to someone over the phone regarding this and after reattempting the Windows Scan, I e-mailed a copy of the support log to support@manageengine.com (as requested). I have yet to hear back so using this venue. We are having a problem with performing Windows and Network Scans. The automatic scanning is not pulling in information so I have been trying to do a manual scan to pull in inventory. The scan will start. Initially it will show the total number of assets to scan and then act like
ServiceDesk 9003 Time Spent
I Install the 9003 version and the requirement to close the elapsed time is at 00:00, why? Please, help me
Closed Notification - Technician
Is there an option to disable notifying the technician when a ticket/request that they are assigned is closed? Our technicians are often resolving their tickets, therefore there is no value in them being notified of the closure. I've searched the forums and all I found were requests from years ago asking for a custom notification to be added; which is irrelevant to my request.
QUERY: How are people doing on version 9.0x?
Obviously, we see issues listed here, but I am curious how people are doing with the new version. We are still back at 8.2.0 Build 8208 and waiting for things to settle down before we make the leap. Any comments? Is it worth the change? -Les
Upgrading with a replication setup
Hello, We are using a MS SQL database and we have set up transaction based replication so that we can run our reporting tools on a dedicated reporting database without affecting the production database. This works very well, except when upgrading SDP. Indeed we are forced to drop the replication before upgrading otherwise we end up with errors like “unable to drop table xyz because it is used for replication”. After the upgrade we need to set up the replication from scratch. Is there no way to avoid
IIS & SDP
Hi, I just installed SDP 9004 on server in our envrionement for testing purpose since our prod SDP is still 8125 I believe. Anyway, I installed it and it works fine with our DB imported and everything. My problem is my website can't be accessed from our network, it only work locally on my server. Now if go on my prod server is look in ISS I see the default website pointing to an index.html which is SDP home page but on my testing instance I can't locate that index.html page or the folder "sites"
Changing an Asset
When the SD+ scans, it has classified some devices incorrectly (Workstation as a switch for example) IS there a way to change the asset?
How to easily validate wich database is configured in SD+ ?
Hi, I like to validate which database is configured in SD+; Is there a way to determine which DB it is: - MySQL - PostgreSQL - SQL Server and with wich parameters - db's IP - username - DB name Cheers
Is there a way to show only selected categories for some technicians?
I was wondering if there is a way to assign categories to some technician groups in ServiceDesk Plus or a way to allow some technicians to see selected categories when creating tickets. Kind like the option in MSP to show certain categories per account.
how to send external emails
Please can you tell me how to send external emails So far we can only send them internally within the company many thanks Leanne
Problem with HTML formatting from emailed requests
Some requests that are sent to the ServiceDesk cause the whole serviceDesk page to appear in different colours. Usually this manifests itself in the font colours or background colours changing for the whole screen when I click on certain requests (only those sent by email, not those created using the webform). In addition, since a recent upgrade to 5008 I have noticed that some spaces between words go missing both in the original request and in our reply to the request. This happens quite consistently
How to know people connected to SD+
Hi, Is there a way to know who is connected to SD+ at a moment ? We like to check if people are currently connected to the system and to know who is connected. Cheers
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!!!
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