combination of and /or
hello how can i make a combination of "and" & "OR" in the business rules or SLA rules
switch connections
hello is there a way i can make the SDP discover the port of the switch that is connected to? and can i make a map from the relationships that i've made to the network?
how to show dashboard ?
Hi support, How to show tab dashboard when we are not as Admin/SIte admin, for example I am a technician, and I can see tab dashboard for control/forecast request ? Can you tell me how to do it? Thank you.
switch scan
hello when i make a scan on the network with SDP, it recognize the switchs as routers ,and it only gets the IP address with no more information, even the product type is "unknown router" what can be the problem
ServiceDesk Plus 8209 Released
Dear Users, Hotfix 8209 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 8209 SDF-51472 : Technician Space - Showing some of the technician related notification alerts on the application screen. The supported notifications are listed below. Notify Technician when a request is assigned. Notify Technician when a task is assigned. Notify Technician when there is a new reply from requester. Notify
Tracking the Asset Lifecycle
The subject of the management of the asset lifecycle seems to be cropping up recently. In ManageEngine ServiceDesk Plus the Asset State field is used to manage this process. First off, when an asset is manually added, or scanned interactively, by ManageEngine ServiceDesk Plus the Asset State field defaults to 'In Store'. If you haven't assigned your workstations and assets you'll see this status in the summary list: Assigning an asset is a very straightforward process and can be done in a number
Troble with installation
Good day, the problem with version 8.2 installed. When the setting is set to sql, installation proceeds normally, but the server does not start. What could be the problem. Postgre mode work normal. OS windows serv2008r2. sql2005.
Configuring Mail Server Settings
I need to connect to exchange however i cant use pop or imap do you not support owa ? thanks
GL codes and cost center
hello can you please elaborate how are these two features are used in SDP and if you can give some examples
configure product for unknown sysoid
hello how can i add a product type in the list of products in this page, i need to add "sensor"
New fields in Requester Details in new Incident Template
Hi, I use Service Desk both for internal and external use for my customers. My problem is that I can't add or delete any fields in Requester Details in new or default Incident Template... Could you please advise? Thank you. Best regards, Kuba
External Action Plugin
hello what are the procedure for this feature as a beginner
Purchase Order Prefix
Have customized alpha-numeric PO prefixes been implemented yet? I saw that it was a feature request in SDF-21954, but have no way of knowing if this feature request was completed.
ServiceDesk Plus 8214 Released
Dear Users, Hotfix 8214 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Existing customers, kindly note, that the upgrade to 8214 can be done only over builds 8212 or 8213 Issues Fixed in 8214 SD-53170 : Request catalog section is included with scroll bars each on left side and right side panel. This will allow to display the Request catalog templates easily even when the Template Categories are scrolled down and selected.
External Action Plugin Integration
Are there any other External Action Plugins that have been developed other than for JIRA to allow for the integration? Or to be used as an example to base a new plugin on? Are there any plans to support other languages for the External Action Plugins other than Java?
Define in Business Rule Incident Template to be used
Hi there, Is it possible to set up a Business Rule which can specify which Incident Template should be used against certain criteria? Thanks, Angela
consumable items
hello i would like to know where are the consumable items are listed to be able to do some management of it.
raise ticket priority over time
Hi, is there a possibility to automatically raise the priority of a ticket if not resolved after a certain time, especially if overdue? If not --> would be a nice feature imho :) Uli
assets with agent installed
I've started to deploy the agent to computers because of some issues i'm having with agentless scanning. the problem I'm having is that if an asset (windows computer) with agent installed gets deleted it doesn't come back automatically. If a do a manual AD scan it still doesn't come back. Any way to fix that? Thanks
Get the system tray icon back?
How can I get the system tray icon back please?
Zabbix monitoring system - parse email
We're using SDP 8214 ver + zabbix monitoring server By now, we're trying to connect zabbix and SDP together, and run into a problem: We've understand the posibilities of email parcing, but can't understand how-to auto-close requests if zabbix messages that everything is fine. Ex: ping server rule if echo didn't received in a 1 minute scan, email message to SDP SDP opens request after some minutes, server is UP and zabbix message to SDP that it's UP but it won't close a request, because zabbix didn't
AD Requestor Field imports
How can one import the manager field from AD when doing an import for requestors. Already created UDF but does not seem to popuate after import.
Different SLA\features between Tech groups.
We've implementing SDP in our company, and by now we've connected requesters and IT support stuff, next to them - internet provider support. The next step is to connect to SDP departments of our company, such as: - engineering department - technical team - security department As they will be working with SDP that using IT support, we've need such features, like as: - Category visible upon group rights - SLA for different groups of technicians (tech departments) - Reports based on group rights Can
Performance issues with all our Servidesk plus environments
We are having intermettinent issues with performance on Servicedesk plus that started Friday, I took a look at the log file and im not sure what can be causing the issue. We tries restarting services and even the server itself.
What happens to tickets when requester is deleted?
Hello, If I delete a requester, what happens to tickets that requester has raised? Will SDP still keep a record of all raised tickets and conversations with the requester? Thanks.
how to renew our SSL certificate?
as the subject says. we have 3 certificates from GoDaddy, one bundled, one intermediate, and the other one is the SSL cert. certificate is of SHA-2 type. How to renew the existing one? I followed this link on step #3 but complaining that I already have the alias. so I run this command: keytool -delete -alias root -keystore sdp.keystore ~I've ran the command for each of the alias created after that, I re-add the alias pointing to the new certificate files (pointing to the bundled cert, then the actual
What is scanned ona Windows domain scan, and can it be configured?
I have scanning set up daily and sometimes I get something like 5-6000 hardware changes reported for a 7 day period, for perhaps 60 machines that do not get a lot of hardware changed on them. How can I filter out or configure to ignore some or all changes that SDP says it sees in each scan?
ServiceDeskPlus: OpManager & ServiceDesk integration with condition?
Hi, I have a new site using all ManageEngine solution with OpManager, AppManager, ServiceDesk & Desktop Central... Currently found there is integration for OpManager alert to ServiceDesk for ticket creation, but found something is not right, as ServiceDesk will pick up whatever email and create as ticket, which created some false tickets... How to configure ServiceDesk to create ticket based on certain condition? Eg. create for valid registered devices only and etc... I need some expert advise on
customize closing page
hello i need to customize the closing page that is used by the requester to close a request, so how can i do it?
user addition
hello i want to disable the option to create user from the SDP web form , so the requester/technician should provide the correct name to create a request i've disabled the option "allow dynamic user addition....." in self-service portal option
Delete Support Group
Hi, When I try to delete a Support Group a message appear saying 'Groups Cannot Be Deleted'. The group has no SLAs, no Business Rules, no Departments and only one user defined. I cannot remove the user as it won't save without a technican in the list. Please advise how I can delete this Support Group. Regards, Jonathan
Icon in the Service Catalog
How can I change an icon that already in the Service Catalog?
receiving the following error when trying to remote control most of our workstations
We are receiving the following error when trying to remote control most of our workstations. FAILURE :General failure while performing the operation.
How to: talk with requester via email through servicedesk
I've got a service provider - internet. They have an account in my SD, but they don't what to talk with requester in SD. It'll be good to answer there're questions over email. But if they answer an email that comes from SD, there's mail goes to SD and LOCKS (email added to conversation with LOCK) and no notification is send to a requester. How to have an option to answer on request over email?
SharePoint Integration
Is there any SharePoint integration for Service Desk 8.2.0 Build 8200. Are there any API's available. We use SP 2010.
change asset department
hello i cancelled a certain department and i want to change this information in all assets related to this department without having to do it one by one, any suggestions?
SDP traps to HP Openview
Hi, I'm looking any way to send traps from SDP to HP Openview wihtout OPManager. Could I integrate SDP to HPOPENVIEW without using OP Manager? Thanks, Silvia
survey levels
hello when i added a satisfaction level in the survey all the previous scores were decreased , how can i solve this issue?
Send reminder 15 minutes before the scheduled start time of a change
Hi, I was wondering if it was possible to configure ServiceDesk to automatically send a reminder email to technicians 15 minutes prior to the start date/time on a change. I know this can manually be done on each change, but I am wondering if there is a way to make this the standard behavior? Thanks, Jamie
Import additional fields from AD
I noticed in Service Desk 8.0 Build 8004 a new feature is to allow additional fields to be imported from Active Directory. I cannot seem to find any documentation on how to do this though. I would like to import the Office field in the General tab of AD. So under import from Active Directory screen I have the follow, but it doesn’t seem to take. Any suggestions? Thanks! Joe Select UDF for import Computer Name
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