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
Need to change AD authentication Server information
Hi, Recently we have changed our internal infrastrucutre. In the process we have changed domain server name. Now, we can't login to change the information in ServiceDesk. Is there any backdoor to change the information? Please let me know. It is very urgent. Thanks.
ServiceDesk Plus 8211 Released
Dear Users, Hotfix 8211 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8211 SDF-50707 : New field 'Reporting To' is included for Requesters and Technicians, using which the 'Manager' of these users can be marked manually. ReportingTo/Manager field can also be imported using CSV import of users. SDF-26639 : Reminder email will include link to the corresponding entity (Request, Problem, Change)
Service Desk Plus 8017 Build Upgrade
Please Help, I contacted Manage Engine support desk and they are not giving any clear answer, We want to update our ServiceDesk Plus 8017 build but in the migration sequence page http://www.manageengine.com/products/service-desk/migration-sequence.html the problem is the build that we are using is not listed. the closes build is 8000 should I us it. Thank in advance for the help.
Asset Report for Failed Assets
I would like to have a report that shows all workstation(s) failed during last scan. Report will show all Assets that contain Error Message details of list of failed assets. Thanks.
Disappearing Workstations in Assets
We use ServiceDesk in conjunction with Desktop Central as our primary asset management repository. All workstations are scanned automatically and show up in ServiceDesk. When I go to do a disposal, I find that there are multiple workstations missing from the database. I have a theory on why this is happening. Asset A = JoeUser.domain.com This system is in ServiceDesk. Let's say that his system gets replaced with a new system. The new system has the same name as the old system. When ServiceDesk
How to change the default template/form for "New Changes"
How do I customize the default template/form to add my custom fields and options for a New Change.
RoboTechnician
Hello, I have a problem with Robo. See attached. When i'm login as a technician (admin privilage) and select new notification and i have no User to select. Please tell me what is wrong. Best Regards Lukas
service cost
hello i need to set a cost for each service and not only for the service category, how can i do it?
Is it possible to provide a URL to a report
Wondering if anyone knows how I can provide a link that takes a technician right to a generated report.
Email Subject Encoding
I use PowerShell scripts to run nightly integration jobs and send email from PowerShell to the ticketing system when errors occur. These emails look fine when sent to Outlook but Service Desk Plus shows the subject as =?ASCII?Q?HR Integration Message?= When it should be just "HR Integration Message". I've tried using different encoding from PowerShell including ASCII, UTF7, UTF8 and UTF32 and all cause the same problem. Strangely though, when I use Unicode, the subject is rendered as: 䠀刀 䤀渀琀攀最爀愀琀椀漀渀
Time spent report grouped by support group
Good morning, We are trying to run a time spent grouped by support group. Specifically, we are looking for a report that shows the time spent on "On-Call" tickets (designated by the on-call checkbox in the ticket) but broken down by the tech support group vs the technician. Is there a way to do this? So far I've only found how to group it based on the tech, not the tech group. I'd love to be able to create this with the built in report creator, but I'm guessing it will have to be a scripted report....
SQL Server 2012 support With SeviceDesk Plus
I was wondering if SQL Server 2012 is supported by ServiceDesk Plus? Specifically version 8.2.0 build 8214.
Edit solution by whom created it.
Hi support, I just wondering that only who created Solution can edit solution. For now, Technician A can edit solution that created by Technician B(look at the attachment "Roles Technician" for the detail"). And I think is not suppose to be like that. Please advice. Ali
What triggers scheduled reports and backups?
This may be a dumb question, but what is used to trigger the scheduled reports and backups? I didn't see any jobs in the Windows Task Scheduler or any SQL Jobs getting added. Is there something within the application or stored proc in the database that kicks of these time-based events? Thanks!
Removing Attachments from Archived Requests
Is there a way to removed attachments from all archived requests? Once the requests are archived, I no longer need the attachments, just the detail in the request.
NOOB purchase order attachements - how do I view them?
Running SD Plus build 8214. I have created a PO, approved it, received the item, and created an invoice. I then added an attachment. Where do I find the attachment? I am not seeing it on any of the PO tabs.
IPhone App - Service Desk Plus
Your Version: 8.2.0 Build 8213 Error Message: The network connection was lost. I am attempting to use the mobile app for the first time. The app starts, and I enter our web url for servicedeskplus (fqdn), the port (443), and select HTTPS. We have an edge proxy in front of SDP. Connections from the internet (i.e. smartphones) connect to this, which handles SSL on 443, and then proxies unencrypted on 80 to the SDP server. If I connect my smartphone to the datacenter through a VPN, and bypass the load
ServiceDesk Plus 8216 Released
Dear Users, SDP 8216 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8216 SD-55108 : If the CI type 'Switch Port' or the relationship type 'Includes-Member Of' got edited to any other language, then not able to scan switch. SD-54910 : Cannot upgrade from the build 8212 if local credential configured with the public key authentication.Please refer to the below link for the steps to install the patch.
Incident Management Three Phase Report(s)
Hi sdpTeam I broke down the Incident Management process into three phases. I’d like to have some information in reports for these three phases. Can you build one or more query to get this information in reports? I – Registration Phase · The total number of requests and the average time, per week over the last three months, it took from the moment a request was created to the first time it was assigned to a technician. II – Recovery Phase · The total number of requests and the average
ServiceDesk update fails
I was in the middle of upgrading to 820SP015 when the command window closed and the upgrademanager closed as well. Now I'm not able to run the upgrade Again and the Service Desk site is unavailable. I've tried rooling back with the Backup but it did not help.
Problems enabling pass-through authentication
We're using SDP Enterprise 8214 on Windows Server 2008 R2. We're currently using Active Directory Authentication. We decided to give the Pass-through Authentication a try. We've tried to enable it but have been unsuccessful. This is the error we are getting: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. The error message doesn't link to a specific
Need to change LDAP server name
Hi, We got a problem with your Service Desk. Recently, we have changed our network infrastructure. In the process, we have changed our LDAP server name. Now, we can't login to Service Desk and change the server name. I tried to reset admin password through mySQL command line. But didn't work. I still can't login locally. Is there any config file which save LDAP server name - so I can't the name manually? Please let me know. Thanks.
Application Hang on startup - 'Application Layer'
Having used ServiceDesk Plus in the past I'm trying to convince a client to switch to it. So downloaded the latest Windws x64 version. Ran the installer. Started the Server....this then hangs at 'Starting Application Layer' Ran run.bat and get a login error for the SQL account, which is odd as I can log directly in to SQL with this account and do all I need to do. Ran ChangeDbServer and change the SQL password to the same as I specified in the install and it tests fine. Hit save, and receive a load
Email issues
My email settings are working, somewhat. My fetch works perfectly and crates tickets on an inbound email. The ticket then emails out the info for the newly created ticket to the requester perfectly. But whenever I go to reply in the ticket or run a report and email it I get Failed: Mail sending Failed. No error number or info that I can use. Anyone know how to correct this? Service Desk Plus 8.2.0 Build 8206
Satisfaction Survey results and ratings
Hi I enabled the satisfaction survey about 4 months ago... lovely..! But the satisfaction level summary and the ratings dont actually make any sense..?? what happened to the good old % of..???? so out of 100 you scored say 10% (in other words 'Rubish'...!) I need to put some stats into a presentation for the partners of the firm but I cant with the current way it reports.... can you explain or help...
A new HTML editor
Hi . Is there a chance to replace the HTML editor ? Is it possible to put the in the editor icon right to left? Thanks
Asset Managment - Product Type greyed out
I'm not sure why but "Firewall" under Asset Management is greyed out and I would like move some In Store Assets to the Product Type. I noticed under Description "Created in Migration", not sure what this applys too. Can someone please shed some light on this for me. I attached a screen shot below. Thanks in advance.
Problem for scanning thinclients that the system operating was installed from an image
Hi, We have in company some thinclients (nearly 50) that the system operating was installed from an image (Windows Embedded Standard 7). We have an thinclient that was scanned correctly. When I try to scan a second and the software (Service Desk) identifies that the operating system is the same (like a symatec ghost32 image), it changes all the information about the first thinclient. I don't know why it happens, but in my opinion it is the cause of problem . Last year, I realized that this happened
ServiceDeskPlus: Unable to update user logged ticket?
Dear ServiceDesk Support, We are using ServiceDeskPlus8 for more than 3 years... This morning user logged a tiket 15657 and ours helpdesk agent found unable to update the tickets, please refer to attachment for more info... Please help to advise the root cause, fixing and how to prevent this in future... Let me know if any further information requires. Thanks! Regards, gary
Issue with SPam Filter "Subject begins/end with"
Currently running ServiceDesk Plus V8.2.0 Build 8215. When I define a rule for the SPAM filter, and the rule is "Subject begins with" or "Subject end with", the rules toggle every time you save. So every "Subject begins with" becaomes "Subject end with" while every "Subject end with" becaomes "Subject begins with". You can sit there pressing "Save", watching them change each time. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
Tasks in the Request
what is the concept of tasks? how to implement it? can i use it for example to create a request and add few tasks, then no one can close the request before all the tasks been completed? or it has a different use? and how to tell the request that the task was completed?
Problem with scanning thinclient
Hi, Currently we have registered in the group "workstation" all computers, notebooks, servers and thinclients of company. To improve the organization we want to separate thinclients of "workstation" and add in "thinclient" option. I changed an computer to thinclient (admin - product option) and when I scan the error message appeared: FAILURE: Database exception while updating Workstation. : Duplicate entry for key Please report the problem to your system administrator. The support file uses the
How to add a software product to a PO?
Hi, I'm trying to add a software product to a PO. That product is not already in the list, so I've to create it. So, I click the 'Add new product' button. In the windows that pops up, I choose 'Software' as Product Type. The I have to choose the software to add, but the software I want to add is not listed. This is a mandatory field, so I cannot go on and add the new software product. I tried to add the product under the Admin section (Asset Management -> Product). In there I can add new managed
Additional field types
Hello guys, This has been asked in the past, but it's been quiet about this for quite a while. It would be nice if we could see an update on this. We can add in some additional fields through the Configuration Item Types: We would really like to see some additional fields here (if possible): Hyperlink field (true hyperlink, clickable) Picture field (not as attachment, but directly visible image in png, gif, jpg formats (most used web formats). Imagine you have to manage 30+ different mobile phones/smartphones,
Allow multiple email addresses per Requester
Allow for one or more additional email addresses per requester. Allow multiple email addresses Allow selection of a primary email address Allow technicians with appropriate role right the ability to manage email address attributes for requesters. Use case: Assumption: SDP is configured to not allow request creation from email addresses already defined by a requester email address. As a Requester I wish to submit requests via email from any of my approved/associated email addresses As a Technician
Make a field manditory based on a non-manditory field??
All: I'm looking in Service Desk to have a Incident Template have Field A as non-manditory but if Field A is populated, then Field B and Field C are now marked as Manditory. Does anyone have a recommendation as to how to accomplish this? We are using Service Desk Plus 8.1.0 (build 8121) Thank you in advance.
Import additional field Manager from LDAP
Hi, I tryed to import the field Manager from LDAP. It seems to be impossible automatically, so I'm trying to update it from a csv field but I don't know if the procedure update the existing records(users) or insert a new ones. Can you help me?
Can't start SDP 8.2
Help me plz. I did Install SDP 8.2 with not MSSQL.When i run ManageEngine ServiceDesk nothing happens. run CMD as Administrator: C:\ManageEngine\ServiceDesk\bin>run Could not locate C:\ManageEngine\ServiceDesk\bin\\run.jar. Please check that you are in the bin directory when running this script. Press any key to continue . . . C:\ManageEngine\ServiceDesk\bin> help plz.
business rule on subject doesnt work
hi have created a business rule 'subject' begins with 'text' if match it should move the ticket to group XYZ but doesn't work is there a problem with the 'begins with' parameter ? Other rules do seem to work
Next Page