Running a report on non-it assets
Hi, I would like to be able to run a report on non-it assets and show all of the respective detail/fields. Whilst I can run a basic report it doesn't show all of the fields that are assigned to the non-it assets. Please can you advise how this can be done. Thanks Graham
Service Catalog template inaccessible
I recently spent several days working on a service catalog template for one of our support groups and after changing the "Associate groups to template" option to that group (which I am normally not in) I can no longer see the template in admin or the self service portal. I found a similar complaint from about a year ago on the forums but no resolution was documented. I tried adding myself to the support group that is associated with the template but that did not work. Fortunately, I have a link to
ServiceDesk Plus Licence Downgrade
We've got SDP Professional with a five technician licence, but since we purchased this the free version of Standard has been upgraded to five technicians and frankly we're not making enough use of the extra features of professional to make it worth renewing when there's now a free version we can use that will meet our needs. So, how can we go about downgrading our licence to the free version ? We're about to migrate SDP between servers, if we just set up the new server as a free install will we
Specific Technician Doesn't Receive Emails
Hi, We have faced an issue that an specific technician doesn't receive emails after a Service Request is approved and assigned to him, the email doesn't show up in Conversations either so I am sure that the issue is not with mail server side. I appreciate any help on this. Thanks.
change the wording in e-mail to notify to.....
The wording confuses my users they place their own e-mails here thinking they need to. They don't realize this is to keep someone else in the loop Change the wording to Other e-mail to notify or other people to notify. I think it would be more clearer to the avg user whom we all know well you know.
spam filter not filtering on sender
Hello: I have an issue with the spam filter. I wish emails sent from a specific email address to be dropped. I have two rules in my filter. 1. where "sender is" then multiple addresses 2. where "subject contains" with multiple listings. I have an issue where the notification that a job has been closed is being sent to a CC recipient with an incorrectly spelt email address. The postmaster (the address I've listed in step 1 above) responds that the recipient can't be found. This reopens the request.
Can I automaticaly send approvol request to asset owner?
Hi! My case - request access to resourse (server for example). This server add to CMDB. I can create in Service Catalog request form which allow users to select this server. And I want automatically send approval request to server owner (in addition to send to user manager). Its possible in SD+? Im can`t search nessesary field in form designer.
Mac OS X Mavericks (10.9) Support with Scan Script
Hello, As with the folks using Asset Explorer, my SDP Scan Script does not see software on Mac OSX Mavericks. Has this been corrected? As of what build number? I'm still at 8206. Thanks, Brett
Survey Settings - Welcome Message
Hi, I believe i've found a bug on welcome message under Survey Settings. I've changed the welcome message and save, but after that if i click Preview Survey the message that appear it's the default and not new message. I've tried to restart SD+ service but with no luck. I've notice that if i change display language, SD+ translate the message but again, does not reflect my changes. I'm on build 8216 under 64 bit version. Can anyone help on this? Regards.
View unassigned requests with "all in group & assigned to him" group permission restrictions
Hi; We've recently turned on the "all in group & assigned to him" group permission restrictions. This does not allow viewing of any requests where the group has not been assigned. This has two impacts. Firstly, technicians are no longer able to use the "quick create" functionality - as this creates a request with no group assigned - and this is not allowed with their permissions. And These technicians are no longer able to view the unassigned group queue. We use this group extensively for technicians
Technicians Task
How can i view Open and Closed task for Technicians in the system?
Email Notification
Hi, I have currently enable the incoming mail server setting for email fetching in service desk plus. I want to know one thing as per below scenario. 1)User A created a HDR " My system response slow" through Helpdesk managemnet web portal. 2)User A get ack on his email that your request has been logged with ### this ID. 3) Request is landing on the helpdesk group.(which have 3 memebers) each member get the email notification that request land on his group 4)one of the Technician from helpdesk group
Subcategory and Item list are not sorting alphabetically... is there a fix?
We had the Manage Engine Service Desk Plus and the subcategory and Item list are not displaying the items alphabetically. It was on version 8.1.0 build 8127, and we are using IE 10. We thought it could be the compatibility issue so we upgrade the Service Desk to version 8.2.0 build 8200 hoping that it would fix the problem, but it didn't. It's still not sorting correctly. Is there a fix for this? Thanks
SQLException occured while retrieving candidate rows from the master table AuditGroup
Hi, When I try to delete workstation and server asset (I've 4 assets involved) i receive error message FAILURE :Database exception while deleting Workstation. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. Anyone know this problem and can help? In serverout0.txt i have: SQLException occured while retrieving candidate rows from the master table AuditGroup [09:22:17:438]|[01-31-2014]|[com.adventnet.servicedesk.asset.action.WSListViewAction]|[INFO]|[163]|:
Problem with tech groups that has group email
First of all there was a post https://forums.manageengine.com/topic/different-groups-different-emails So didn't fixed my problem. The problem is, I'm trying to reply on request in SDP I've got in CC field sb.support2 (screenshot - 3jpg) - wtf? Why it's there? If I try to change technician from "group 1" with group email assign, to "group 2" (also have group email) SDP+ is going mad. It's starting to generate tickets\requests in "group 1" and "group 2" and this is infinity process. Once it's created
ServiceDesk Failure to Restore Backup
Afternoon, I am trying to restore a backup of ServiceDesk onto our test environment and I am getting the following error: C:\Windows\system32>c:\ManageEngine\ServiceDesk\bin\backUpData.bat '.\setcommonenv.bat' is not recognized as an internal or external command, operable program or batch file. 'java' is not recognized as an internal or external command, operable program or batch file. Any ideas? Thanks, Scott
ServiceDesk replying to itself
We have an issue since upgrading to build 8217. When a request is edited/resolved it emails the service desk email address as well as the user. This causes the ticket to be appended and automatically re-opened. Any suggestions? Couldn't find anything in the admin settings that may have changed.
Ability to Change Items on Multi-Requesters at once
Would be nice to be able to select multi-requesters then set an item common to all. Example: I need to set all my principals to See all requests for their Department. Now I have to open 120 Plus requesters one by one and set this option. Thanks
custom report for archived request
Recently upgraded to 8.2.0 Build 8215. I'm trying to customize a report to identify certain tickets from 2013. Tickets completed earlier than August of 2013 have been archived. I can successfully search the unarchived request. Can I design a custom report that will search and identify certain tickets in the archive? I didn't think it would be difficult but I can't seem to figure out a way to do it?
Asset status automatically disposed if not scanned in last X months.
Hi all, I'm managing a lot of workstation, and I'd like if it would be possible to set automatically to "Disposed" all these workstation that was not been scanned with success in last n month. Can you help me? If it is not possible, I think that could be sufficient to add to the workstation filters a field like "Last scan date", with the more recent value (for each workstation) in the field "audithistory.audittime". With this field, I would be able to filter manually the assets and I could be set
Scanning HP printers
Today i wanted to add some printers to our Asset list in ME SDP. In the past, every printer was scanned and all information was correct. After scanning 2 printers today i noticed they didn't show the correct information in SDP. The same type of printer in an other location was added in the past without any problems. The problems started with the latest changes for scanning CI's. For example, printer added in the past: PRN0017 prn0017.DOMAIN.local HP LaserJet P2055dn CNC173997 Printer added
Migrate Tasks
Hi Is there some way to move tasks between Requests and/or Projects? If not, please could I request something is added - for example, when editing a tasks, a drop down that allows us to move it to another open project or request. This would be really useful where people use the projects to organise their weekly and monthly tasks.
import from CSV monitors and assign a resource
Hello I wanted to import a csv file monitors. When importing I choose user or department but I can not find the resource to which it can be assigned. Is it possible to add a field assignment to a resource when importing from a CSV file? Now I have to manually assign monitors and the large amount of equipment I'm losing a lot of time on this. Regards
Servicedesk Plus SSL move to another server
Hi I have now tried for a week by reading all the guides I could find on how to move SD+ to a new server. I have the latest build 8217 on both servers (live with SSL and certificate installed and a new one clean installation with the same build 8217). After taking the backup on the live server, I copy the full .data file to the new server (which is working fine). I shutdown SD+ on the new server, run the restore.bat under ...\bin. Restore completes without any errors. Now when I start SD+ again
Can't Copy/Paste from Clipboard into editor using IE since 8217 upgrade
Has there been a change to Service Desk Plus from 8213 to 8217? I upgraded to 8217 (from 8213)over the weekend and now I cannot paste images from the clipboard into requests, changes, solutions, etc. This used to work. When I try to right click in the body of the editor using Internet Explorer, Paste is grayed out.. This has been working for many months. Chrome and Firefox work fine. IE 8 and IE9 produce the same result. We use this extensively and unfortunately using different browsers in our
Ability to prevent requester from viewing the Resolution
We would like to have the ability to prevent a requester from viewing what a tech inputs as a resolution. It would be enough for the requester to just get a generic response letting them know that their ticket has been resolved. Thanks
Licence removal
Hi, i am interested how to remove existing licence from Service Desk Plus to revert it back to demo/trial
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SDP 9.0 Beta Registration
We are coming up with the SDP 9.0 beta. We acknowledge that the release is getting delayed, but you can be rest assured that this time is fully utilized to enhance the product quality. Users who are interested to test and provide their valuable feedback, please register through the below URL, http://www.manageengine.com/products/service-desk/sdp-beta-signup-form.html Features in SDP 9.0 release includes... 1. Change Enhancement 2. Software Enhancement - Suite License Management 3. Multi Currency
Exporting information/System Reports
Hello, Is there a way to export data or create a report for the following: -Accounts -Sites -Requestors -Technicians We need to enter this information into some of our new systems for company reporting. Thanks.
SQL 2008 R2 view creation
Hi, I would like to create an SQL view within my SQL 2008 R2 console in ServiceDesk database. I can see that there's already one called "sdp_DateDiff". Is it ok if I create other ones, will it not be erased in case of an upgrade? Thanking you in advance for your reply. Cédric
Template Categories
How do you setup Template Categories? Right now all our Templates are showing up under "Other" when requesters log into the self server portal. Thanks
Custom fields for tasks
I'd like to see user-definable fields for tasks. I'm coming from the project management side and have data in tasks that I'd like to be able to track, sort, and filter. Additional dates, customizable categories, and even free form fields that the administrator can define would be helpful at the task level.
how to add a logo on the survey email
Hello to all. I am using the ServicesDesk Plus 8.2.0 build 8215 I would like to enter the company logo on the survey e-mail, what step I have to follow to do this. Thank for your help.
Rejecting Ad-Hoc Support Requests Sent to ServiceDesk Plus by Email
In some environments having a support email account that users can simply email their requests can be a real headache. You tend to get all sorts of random requests and it is a real drain on the technicians to classify and find the 'real' issues. In some situations it would be preferable to have end users log their request via the self-service portal but have all subsequent communications regarding a valid Request by email. So how do you keep the advantages of being able to use the email features
API Key section missing
We are starting to play with the iOS and Android versions fo the client for Servicedesk plus, however we have one technician (ME!) who cannot generate the API Key because the API Key section when editing a technician is missing, aka not showing. There is an entire section missing... Logon details is missing, Role managment is missing and API Key generation is missing. Screenshot can be found here: https://copy.com/YGU3gSYyopPk I can't insert a screenshot here because your forum software does not
Multiple company support. Help!
I'm looking for some advice on how to handle the following scenario: We support multiple clients - mostly banks and credit unions. We could receive an email ticket from multiple end-users, all tied to a single company. How would I tie multiple 'requesters', to a single 'company'? I want to be able to query to get all tickets for ABC Credit Union, which could include requests from a variety of individuals. I have not found an efficient way to handle multiple requesters for a single organization. Is
Is there a report that would generate work log details?
Need a report where i can get the work log details. I have not found away to do this. Thanks, Mark
Resolved Problems not Auto-closing after 3 days
I'm using ServiceDesk Plus 8.2.0 Build 8208. If I mark a problem as "Resolved" it doesn't auto-close in 3 days. It works fine for incidents but not for problems. Is this a setting issue or is it working as designed?
Automated Removal of AD user accounts
Is there a way to set ServiceDesk to automatically remove disabled AD accounts from the Requester list when doing the AD import? If this is on the roadmap, what is the ETA on having this implemented? It is a pretty important feature as we need to manually perform this task on a regular basis.
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