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
table auditgroup over 10 millions record
Hello, I found that table auditroup contains over 10 Million of record with only one field "auditgroupid". Can I delete all of them?
Service Catalog Form Designer
Hi, Under Admin->Service Catalog->Form Designer, is there any way that i can make the Resource fields that I added mandatory? We want all the requesters fill in the fields that we require before they submit the request. Best Regards, Nicole
Report per month
Hi Guys, Tried already the custom report but cannot get the desired output. Would like to request if you could give me a SQL query on the following bases below, the report should display the: <Technician name> <Group> <# of tickets assigned to the technician per category> <Total number of tickets per category> <Category (i.e., System, Network)> ...the report should display an output per month. Thank you very much!
No Support Response
On the 17th March I made a support request 7038564 But so far we have not received any response from support at All!. We have only been customers for 4 weeks and I cannot believe this. For a company selling support software, being unable to respond to a ticket is not a good advert for them (or their products). Frank Smith
New requests do not use correct site name
Hi, I have been trying to configure the self-help portal, but when I log requests the site field gets populated with the incorrect site. If I check the requestor details I can see that the site has come through properly from Active Directory but for some reason every new request always places the incorrect site name. I have tried with several different users and haven't had any success. Can someone advise how to get the site field in new requests to pull the data from the requestor? thanks
Now that ServiceDesk Plus is Free (Unlimited Techs)...
1) Will there be any refund/credit for those who recently paid for subscriptions? There is a big difference between what I recently paid and $30/ tech. 2) I'm guess you went this route to compete against the other free IT Help desk apps, but will you also be taking their business model of selling ads? 3) Will the free version be perpetual? I grabbed a licenses but it says it expires in one year. Or is this more of a "One year Demo" (BTW: I would be happy to apply that 'credit' towards getting
Change Workflows in version 9
In the change management workflow in version 9, is there a way you can configure it so that the change manager is not required to approve at each stage of the work flow to get to the next stage? I can understand for larger companies that all those approvals within the work flow stages might be necessary, however in smaller to midsize companies, it might be too cumbersome for a change manager to have to approve a change in 6-7 different times to complete a change. Thanks. Phil
Purchase Order can't be approved :(
Hi, I can create a purchase order, I can work in it, but even as I am the system administrator, I can't approve it:( Do I miss a field or special mandantory operation? Thanks in advance! Regards Philipp
REMOVE SUPPORT TAB
Hi I found some discussion about Removing SUPPORT tab Any progress about it? We have Technicians just replied/communicating with users and they don't need to see Tel Nr of ManageeEngine, Forums, etc. They just need to know if any problems - call to Admin Also the same about FEEDBACK, LICENSE,HELP links at upper right place. Dmitry
Office Serial number
how I can find serial number of MS Office? Service desk finds serial numbers of Windows, but in Office is only product code. We use office 2010 and 2013.
Request Catalog - Attachments
Hi, I have created a 'Service Request' within the 'Request Catalog', and i now need to add an attached form which needs to be completed. Is there a way to add an attachment to a service request for the customer to download and complete? Thanks Andrew
Backup schedule
Im running SDP 9.0 Build 9003. When i try to change the backup Schedule time it is Always reset to 9.15. All the other parameters can be changed exept the tim.
Service Catalog Form Designer
Hi, Under Service Catalog-> Form Designer, is there a way to make the Resource Fields that I added mandatory? We want all the users who submit such a request to provide the information we require, If they don't fill in the required fields, they will not able to submit request. We are using ServiceDesk Plus 9.0 build 9003. Best Regards, Nicole
Scheduler - "Move requests to unassigned state" doesn't seem to work.
Hello all, We want to create a scenario where if one of our technicians calls in sick for any particular day his/her currently assigned tickets go to an unassigned state using the scheduler. I've tried configuring this however when I select the "Move requests to unassigned state" and click the Save button, it doesn't appear to actually save or work. We're currently on version 8.2.0 build 8211. Any help would be greatly appreciated, thank you
Is it possible to post file as attachment using Http post API available with Service Desk?
Hi We are creating a ticket in Service Desk using Http-post URL along with content. This feature is working fine. But when I try to post file as attachment using Http-post URL . We not able to see attachment in Request. Please let us know, Is it possible to post file as attachment using Http post API available with Service Desk? -Rama
EMAIL issue
HI Support, I am having problem with email alerting.There is no problem with mail server setting, i received a test mail. But cannot configure the email notification. Here is the screen shot. The error message is "java.net.SocketTimeoutException". or Unable to connect to the mail server. Please check if the Mail service is running on the specified port. Many thanks,
Survey Questions - Examples
Hi All, Does anyone have any example questions for my survey? Thanks
Option to make description field non visible to users in service catalog
There are a lot of service templates for which users have to choose just some resourses from the list and they dont need to set the description. In this case this large wide field just occupies free space. Is it possible to make description field non visible to users in service catalog?
Upgrading to SDP Build 9003
I have been running Live with SDP Build 9000 and would like to upgrade to 9003 but every time I download the upgrade file and try to run the UpdateManager, an error message pops up informing me that the file is either corrupt or there is not enough disk space. I did my original download on March 13 and have downloaded a few times since then in case the file was updated. I have checked security settings and the file is not blocked by Windows. I have disabled AV software to make sure that is not blocking
Problem with SQL Database Restore
Hellow, I try to restore my SDP database, its finished with error. After first restoring, SDP service not starting Restore data log: INFO: setdbhomearg set in mappings.xml :: [null] Mar 18, 2014 10:52:50 AM com.adventnet.updatemgr.util.ConfUtils parseXMLAndInsta ntiateDB INFO: Final setdbhomearg :: [false] Mar 18, 2014 10:52:50 AM com.adventnet.updatemgr.util.ConfUtils parseXMLAndInsta ntiateDB INFO: properties sent to adapter initialization :: {jndiname=MySqlDS, name=mysql , setdbhomearg=false,
Ticket re-open after requester reply notification Re-solved
Hi, Ticket is re-open after requester reply notification Re-solved. In our roles, requester can not closed ticket, and it will be closed by system after 3 days resolved. And our requirement is when ticket status resolved and requester reply notification resolved, it will become conversation. Is possible to configure like on attachment "Closed ticket" ?
duplicate barcode
hello i need a report of all assets that have duplicate barcode or serial number
Cannot access service desk on web browser despite the ManageEngine service has started.
Hi, I am trying to setup a test environment on Windows 7 with SQL Express 2012. I was able to install 8214 successfully and run it withe empty database. I was able to restore my production .data file on to this test instance. I ran "run.bat" in the bin folder to start Service Desk and I got a message that tells me, Server started..... Connect to htttp://localhost:8080/. When I open this on web browser, I get page not found message. I tried to access the same from another computer, on the same network
SLA Escalation to Non-Technicians
Will it be possible to have SLA escalation to non-technicians. Currently a violated SLA can only be escalated to a technician.
Change Templates
To help with a new Change request would like to have Change Templates that pre-fill in fields and/or restrict who can be set as the ChangeApprover. As it is any technician can create a Change and Approve it. We wish to have a Security Change Template and only allow a small specified group that can approve it. This Change template would have the correct CAB group selected plus other roles set when the Change is requested.
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