Sort by installed in Scanned software
Please add Sort by Installed count on the Scanned software screen. I can sort by any other column.. but not that one. This would make is VERY easy to remove software were the count is "0". Otherwise I'm scrolling through 2300+ rows to remove items that have a 0 count. Soon please.
Email replies to ServiceDesk from Technicians do not register
We've been experiencing an odd issue of late with our ServiceDesk Plus install. When a requester replies to a ServiceDesk email, the server logs the reply correctly. However, if a technician replies to an SD email, nothing shows up in the ticket, nor does the requester get the email. This happens even if the technician is the requester and replying to an email for further information. Since we use ServiceDesk to track all communication regarding a ticket, this gets one-sided quickly and can be problematic
How to report Workstations that do not have a particular software installed.
Need to find a way to report workstations that a particular software is not installed. example: all workstations need timeclock.exe .. want to find workstation out of compliance. Suggests please!
Rights problem
Hello. I've got some problem with technician rights. We try to use tasks. When the request is assigned to one group and the task is assigned to the second group, technicians from the second group cannot view the request the task belongs to if they have permission "All in group & assigned to him[Requests only]". I tried to create the new role, that allows to view requests from all associated sites and add it to technicians but the rights do not seem to sum up. Is there any way to workaround this problem?
Error while starting the server
Hi , I have started using ManageEnginer Service Desk but when i start try to start the server it shows an error message ; Could not find the main class - main.class.advent.start.ProductStarter. Please help Regards Ishaan
Unassigned Requests - Email notification
Trying to understand how to get email notifications going for the Service Desk team when a new request comes in. What I need to do is to get unassigned requests to go to the Service Desk team that I have created, and hopefully email should flow from there. Thanks
Report - Time Spent by Technician Showing Sum of time Spent
Hi, I think this should be a simple report to produce but I can't find any way of making it work. Simply put I want to see a sum of time spent on cases by technician in a pie chart. However much I try I can only see a count of the cases rather than the time spent. Is it possible? Today is the first time I looked at the reports feature. As an engineer I was hoping to avoid such kind of work. :) Regards, Robert
Reports: Field format changes when saved with Query editor?
We are using SD plus 8.2.0 Build 8212. in Reports, I run a report thats get formatted as expected. When opening the Query editor for making an adjustment to the Query, the Query editor mess up the field format for one particular field. Please note that this happens as soon as I save the Query regardless if I make any Changes or not. I discovered this while trying to modify a specific fields number formatting. This is the Query thats works fine in SD plus as long as I dont re-save it in Query editor
more additional fields in changes and work orders.
we need more additional fields in changes and request item, is possible add more fields in this tables? with 4 date fields in changes it's not enough for us. how we can add more fields, date, text or numeric?
Mailserver - Unrecognized SSL message, plaintext connection?
Hi, I'm having trouble getting an email account to work in SDP. I can get it to work fine in Mozilla Thunderbird so I know the account is ok. It is an IMAP(S) and SMTP(S) account using STARTTLS and Authentication method is Normal Password. In the SDP logs I get... javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? ...I did a search of these forums and couldnt find a similar error anywhere. I tried the workaround I found where if the certificate is selfsigned you run a batch
Windows Server 2012 and MS SQL2012 compatibility
Hi, Is SD+ supported on Win Server 2012 and MSSQL 2012? I don't see this on the System requirments page. Thanks,
Exchange and contacts for different support groups
Hi there, We've using SDP+ and Exchange 2010 server. When SDP was implemented to our system, only IT dep was using it, but, the service desk is such a good solutions, so we've decided to implement it for a tech support, security support etc.. So, the main problem is SDP+ can receive emails only from 1 emailbox: (ex. support@company.com), so for different groups we must create an alias for support@ such as: security@ etc.. But the problem is, in exchange 2010 we can't create an alias that we'll be
Add image to notification mails
Hi, i want to add logo of my company to the mail that the system send. If i enter in a mail module, for a few seconds i see HTML code instead of the body of the mail After these seconds i see the body of the mail Where is the code of these HTML mails?? In which file?? I think that if i add an <img src= ---- >, after i see my logo on that mail Help me Thanks Andrea
SDP Dashboard for Technicians
Hi How can I get the dashboard to auto-refresh? The user guide states: "The Dashboard is a visual display of real-time information, consolidated and arranged in a single view so that it can be easily monitored" yet as far as I can tell, it only refreshes if you press f5 or come out / in. I want to be able to display this on a monitor on the wall, so it gives all in the team a real-time view of what is happening from a stats point of view. Any ideas, please?
Hijri Calendar
Hi i want change main SDP calendar to Hijri Calendar, so How Can i do it ? my Version of SDP is 8.2 Best regards
Can not convert mysql to sql server 2008
Hello admin, I implemented step by step below The following is the procedure to migrate your ServiceDesk Plus database from MYSQL to MSSQL. Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MYSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk.
Is there a way to add custom fields in the projects page
Hello Is there anyway to add custom fields to the projects page so we can filter and run reports on it more efficently? Peter
No Time spent or work log entry on closed Requests or changes
Hi, I am looking for a MSSQL query that would show me what changes and requests were closed (within last quarter) with no time spent or work log entry. If someone could help me, that would be great. A consolidated report would be the best but having this in two (one for changes and one for requests) would work as well. Jamie
Issue with importing requests into ServiceDesk Plus
I have setup a new installation of ServiceDesk Plus. When I import an xls file contain all the requests from our old (not servicedesk) into SD all imports fine except that the Completed Date and Resolved Date, which I have mapped to a closed date do not import correctly. The date that is logged is from the date and time that I imported the requests e.g. yesterday. Is there a fix for this? I have put these dates in the same format that is required when importing the Created Date which imports correctly.
Out of office notifications showing up in requests
Hi, We just started using ServiceDesk Plus. We noticed that if someone has their "Out of Office" notification enabled in their email in Outlook it is showing up in the requests. Is there a way to stop getting these?
Work Log Additional Fields & Customization
Definition of additional work log fields (and customization to determine which of default fields are shown/hidden). Custom fields customers may wish to define are, "Cost Center", "Account Coding", etc.
use variables in email reply templates
Any plans to enable the use of variables in the Request Reply Templates? It would look much better if we could populate the requester name and other specific information from the request.
Site field & department Field
Is there a way to remove the site field and department field from the incident template? We are using servicedesk plus 8.2.0 Build 8205. Thanks
Additional Date filters for Reports
It would be really nice to have additional features when selecting a date filter within the reports. Right now the dynamic filters are along hard date ranges (year, quarter, month). There are often times where I want to search Last 12 months, Last 30 days, Last 90 days, which crosses the standard date ranges.
Can we do worklog based billing in Service Desk Plus (non-MSP)?
We use SD Plus internally for Help Desk, Asset Mgmt, etc. End user phone support is non-billable but if we have to send an on-site tech, we will bill the site. We want to be able to bill/invoice off of the work log records for the ticket. Is there an easy way to do this w/o having to buy SupportCenter?
Adding attachments to Task(s)
Is there a way to add attachment(s) to Task(s)? If not, will there be soon?
Rename default Change status
Hello, I have been surfing a while and I have not seen this topic issued. We have just made a fresh install of SDP and we want to cutomize the status for change module. There are 3 status that can't be deleted nor renamed: Completed, Rejected, Requested. I find unnecesary to explain the advantages and the need of such customization. (Refer to https://forums.manageengine.com/topic/status-options for the same case with Request). Can those status be customized? Best Regards Jorge Salazar
Request list view - how to determine which Requests are linked to a Problem record?
Hi, We are looking to implement the Problem management features of SDP, and I was just wondering whether there is a way to tell when looking at a list of all open Requests on the Request view screen, which requests are linked to a problem? For example, is there a column for a flag to indicate it's associated with a Problem? Or if there is not a built-in method, does anyone use another field, such as a special priority code or a custom field? We're using SDP 7611. Thanks, Rich
Active Directory Import / Login with SDP Running on Linux
I have setup a new SDP deployment running on Ubuntu. I setup/add the Windows Active Directory information however when I attempt to import Requestors it gives me an error that if can not import Active Directory running on a non-Windows. Is that correct, or is perhaps something not setup right? I wanted to avoid having to use Windows for the system, since I feel that running it under Ubuntu requires less resources and preforms better.
Work Log visible by default on Resolution Tab of a Request
If Request closure rules states Work Log is Mandatory to close the Request, then I think it should be visible by default on the Resolution tab. Or have an option to have it visible by default on the Resolution tab.
Api rest is posible make retrive all request?
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Requester name does not exist
When I try to change some tickets, I get this error. the customer exists in the database and if I give ok, doubles
Insert Table into request template
I have a weird issue. I am trying to copy and paste a table from MS Word into a request Template. It pastes in just fine, and looks fine. However once I go and use the template it shows like 60 blank likes between the text above it and the table itself. I have tried to save the document as an HTML file and copy and paste it in, also using an RTF file. I have tried it in version 7512 as well as 7605. Does anyone have a way that I can copy and paste a table in or even just recreate the table in the
Create Technician from Active Directory Imported Users
Rather than manually maintaing a list of technicians I would prefer to grant my technician role to users that are already in Active Directory. How am I able to see those users that have been brought over through an AD sync? Thanks. T
Missing assets in ServiceDesk
We are running ServiceDesk 8.2.11, which we use to keep track of all IT assets. This week, we did a review of the information within ServiceDesk, and are missing a lot of equipment that was marked as IN STORE. This was equipment that was sitting in our storage room for months. Our configuration is using Desktop Central with the agents deployed to the workstations to collect inventory data. We have that shared with ServiceDesk via the API. There are no ServiceDesk agents installed on the workstations,
Adding Approver for Solutions
Hello We are using servicedesk plus 8.2.0 version.I have created a role named Solution Approver in users -roles in admin page and given full permissions for solutions and also selected Technician allowed to Approve Solution. Assigned the technician for that solution approver role. But when i try to send the solution for approval in submit for recommendation page in TO Field iam not seeing the person added by me in the Users For Approval field and also not allowing me to type in that field. So please
Unable to get SD+ running on an win7 box.
I am trying to install SD + but I am unable to launch the product in a Windows 7 environment. I am currently using SQL Express 2012, I can make a test connection to the database using a ODBC source and the connection is successful. When I go to launch SD+ I get nothing. Does IIS need to be installed? Can someone please help me here?
ServiceDesk Plus Won't Start
I just installed ServiceDesk Plus 8 on a Windows 7 Box using MS SQL2012 Express. After installing I can not get SD to launch. Do you need IIS installed to run SD plus?
Template change
There needs to be a way to change the template type when users enter the wrong category. Not being able to change this add to confusion and upset users when they need to reopen tickets
Purchase Order Form
Hi all, There are two locations where the tax rate can be added; per item or on the 'Sales Tax' line under 'Total (Net)'. If both are filled in, Servicedesk will calculate the tax rate twice and will add the double calculation to the total price. I think is a good idea to let the user choose how the order form should look like and which field to use, but this cannot be edited now. Can you find and implement a solution for this? Thanks. Regards, jmschuur
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