Cost Report
how I can make service cost report for any assets (laptop,server,...etc). I need to make cost report for all assets or specific assets.
Tasks question
Hello. Is there a way to assign a task to a requester? or is can they only be assigned to a technician? Thanks in advance!
Is it possible to add a multiple selection field type (Example Checkbox) in any of the template (example Incident)
Is it possible to add a multiple selection field type (Example Checkbox) in any of the template (example Incident)? If yes, please guide with the steps... Thanks Athar
purchase order items
hello i need the approver of the PO to pick the items to be purchased, is it applicable in the software?
Personal Signature missing in email replies
After my last upgrade, from 8.204 to 8.213 our personal Signature is not showing in our email replies. Is there something we have to do or is this a bug? Regards Reidun
Change & Problem Management should be viewable by Requester
Change and Problem management sections seem to be viewable by Technicians only, is this on purpose as it is something I would consider useful for a requester to also be able to view for progress reports etc..
Problem Tab
Hello, Good Day! What is Power Tab in manage engine plus and when i can use it any example Thanks
Non Login Technicians
ServiceDesk Plus Technicians Don't Always Have to Have An Account You Know There is sometimes a situation when you have a staff resource that needs to be notified of activities in ManageEngine ServiceDesk Plus but would never actually have access to login to the console directly. I'm thinking of the case of remote service engineers or perhaps facilities management maintenance staff. Whilst these individuals would not require, or need, a login account to ManageEngine ServiceDesk Plus it would still
Case closed notifications
SDF-43514 : Earlier users included in the 'Email Id(s) to Notify' field will be included for Request Acknowledgement, Resolved, Closed notifications. But for requests created through email, the email CC recipients will not be included in those notifications. Now Request Acknowledge, Resolved, Closed notifications will also include Email CC recipients. Note : If those notifications should not include the Email CC recipient, it can be disabled in database table 'GlobalConfig' for the entry (category
Change approved automatically by system?
This morning I raised a change for approval through the CAB. I selected my boss in the list of CAB members, he received an email where he rejected the change. ServiceDesk shows the change next to his name as 'rejected the change on 19/11/2013 08:53', yet the status of the change is showing as 'approved by system on 19/11/2013 08:53'. Why has the system automatically approved the change? Thanks,
Report identify duplicate Service Tag entries
Is there a report or does anyone have report to identify assets in the system with duplicate service tags?
change default font in the description box
Hi I want to change default font in the request description area. i know that the style.css is in the below path \AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style but i dont know the exact part for customize the description area font and style. please help me. thanks
SDP Agent crashes Windows Server Backup
Hi, Just ran across a very strange problem where installing the Asset Explorer agent causes the Block Level Backup service used by Windows Server Backup to crash. I found the below link from a few years back which references this and have confirmed the behavior on both of my servers using Windows Server backup. http://social.technet.microsoft.com/Forums/windowsserver/en-US/8a348b33-8172-4c4d-8841-440fd4872a96/faulting-application-name-wbengineexe While I uninstalled the agent and can deal with
Add New Translation
Hello, The translation feature allows us to modify existing text of english to another language, in our case 'Arabic'. We however have added lots of categories and sub categories. So in the request form they show up in English. Now is there a way to translate these new words in Arabic. Im sure there must be a way to add new words to the portal and its respective translation.
AD directory updates not getting to SDP
When we update an AD account, the room# or phone# for instance, those changes don't get pushed to SDP. Users that are added to AD show up in the SDP requesters list fine. How can I get SDP to reflect modifications to AD accounts? Thanks
Incomming vs completed incidents
Unable to generate a graph with incomming and completed incidents that displays the colums in correct date order.
ManageEngine Asset Service crashing Windows Server Backup (wbengine.exe)
Having an issue on multiple servers where manageengine (agentmonitor.exe) is crashing Windows Server Backup (wbengine.exe). Are there any know workarounds for this issue? We are using Version 8.1.0 Build 8121
Email all technicians when request submitted via email?
Is there a way to notify all technicians via email when a new request is submitted via email? We're using SDP 8210.
Contract Type
Hi Dears I want to change a default contract type but it doesnt permit me. i delete all of my contract but it doesnt work too. how i can change a default ?? Thanx
Signature does not work after update
Hi I have upgraded ServiceDesk Plus from 8212 to 8213 and now my signature is not added when I respond to a request. //Peter
Understanding Service Categories
Service categories - what are they? One of the really nice things about ManageEngine ServiceDesk Plus is the fact you can create templates for creating requests. This helps an IT support department to define commonly reported issues and typical user requests. The fact that you can pre-define the required fields of the request improves productivity and consistency of reporting as the technician is not having to enter this data for themselves - after all ten support technicians will most likely enter
Tech auto assign - requests on hold
I'd like to understand, how system is working. We're using auto tech assign - balanced round-robin. I run query, status of the requests by technician. (by month) Tech #1 open 4, hold 6, total 47 Tech #2 open 5, hold 1, total 73 So, why the balanced round-robin didn't work properly? M.b. it counts all requests (open and hold), not only open?
Problem with database migtration from mysql to mssql
all made like writied link below:http://www.manageengine.com/products/service-desk/faq-general-modules.html#faqtop my migration didn't finish succesful i have problem. Could you help me please what i doin wrong
Date format changed after update, 8213
Date is now in DD/MM/YY, would like to switch back to MM/DD/YY
Populate SDP URL to internet
Hello, Is it possible to publish our SDP url to the internet, so our clients can be able to access to the Self Service Portal without login to the intranet? Thanks!
Solutions Area - Multiple Sites - Restrictions
Hello, I have been looking around and did not see any questions or answers about this. Is it possible (now or in the future) to setup the Solutions area to be able to restrict an approved Solutions article to just one site? We have multiple clients and want to setup one service desk for all of them to use but we do not want the companies to know we service other companies besides them. Would there be a way to setup the Solutions we post (for self help) so each site would only see what we want them
How to: onhold requests autoopen at specified time
We're using tech auto assign (balanced loading). Load Balancing: The number of requests that are In progress and assigned to a technician is taken as the load of the technician. So on selecting this model, technicians with the least load are assigned to requests. e.g.: tech 1 have 3 requests (6 long requests, with time duration - 2 weeks) tech 2 have 5 requests (5 small requests) when new request is registred it will be assign to tech 2. after some time, tech 2 will resolve all his requests (because
Auto close requests
It would be great if we have an option to autoclose request if requester didn't answer on our reply. Sometimes request is created by user, when trying to get some more info, user disappear and no one answers to or replys. So we need to automate process..or just make notification that request is open for ... long and no one answers.
Changes starting in the the next two weeks
Hi all, I need to write a custom report that shows all the changes who's scheduled start date occurs within the next two weeks. I can't do this with the custom report tool as it wont let me choose a variable date in the future. Is there a way, using the query editor to write a report that will always show the changes that are scheduled to start in the next two weeks, regardless of the day it's run? Thanks in advance.
Auto assign group based on technician
A nice feature would be a setting to automatically populate the support group when a technician is selected. When our staff picks up a ticket often times they forget to select their group, which leave gaps in the reporting (We report on Support Group productivity).
How do I downgrade from a service pack?
I need to downgrade from service pack 8213 to 8212. We a have database the was configured using the 8212 service pack and a new install servicedesk install that is running 8213. When ever I try to attach the database it gives the the error message that the service packs don't match. I don't have access to that 8212 instance anymore and need to revert back to 8212 to connect the database. Is there any way to accomplish this?
Resolution emails
Hello, When a request or incident is resolved, can you have it set to automatically email an external email address e.g. a vendor? Reason being, a vendor would like to be notified everytime a certain type of software request is resolved. I've looked under Business Rules, and in the Resolution Tempates - but the only way I can see how to achive this is to manually populate the Email ID: field in the case before it's resolved .. which is not ideal, and can easily be missed. Is there another
Cannot import requests from .xls
Hello, I am trying to import requests from a .xls file and I get the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:254)
Project-Related tickets
We are looking at the Project Management module for ServiceDesk. A very critical component of this is time tracking. Can our IT staff, that use ServiceDesk, mark tickets as part of a project, and have the work logs for those tickets roll into the project time? Thanks, Dave
Using the API
I have a question about using the API for Service Desk Plus. Can I use a C# application to add requests? Is there any C# sample code that I can have a look at that anyone knows of? Also, can I just construct a string with parameters and then pass this string to the http://assist.optimation.co.nz/servlets/RequestServlet http address?
Servlet API - Add Requestor
Trying to add requestor through the servlet api, but I am getting this error when submitting the form using cURL: "<operation><operationstatus>Failure</operationstatus><message>username cannot be empty</message></operation>" cURL command: C:\cURL>curl --data-urlencode "operation=Addrequester&name=Demian Quinonez&emplo yeeId=xdemian&description=CRMLS Roster Import&email=demian@crmls.org&phone=xxxxx&mobile=xxxxx&site=www.crmls.org&departmentName=MRML&jobTitle=AG&r equestViewPermission=OWN
Servicedesk plus login/password popup on Windows and tomcat configuration
Hello, I have an installation on a windows server. Servicedesk plus loads up fine if I visit the site using the computer name in the URL bar. But if I visit the site using a host.domain name ex... servicedesk.company.com, then I get an additional login/password prompt pop up box. The idea we're pursuing is that the URL presented to the Tomcat server doesn't match what it thinks it is and hence the login/password prompt. In the BSD/Linux world, I would normally add a ServerAlias statement to the
Advice sought on the use of SDP to manage team tasks and small projects
Hi All, We currently use SDP's Request module to record requests and incidents raised with our helpdesk team. I manage our server and network team, and would like to use the request module to keep track of my team's miscellaneous tasks and small projects. I'm thinking of creating a new Request Type of something similar to 'Server Team Task' and perhaps creating a new custom priority. The idea is that all of my team's tasks can be logged within SDP, allowing my team members to view and manage their
Exporting Assets with Software Info
I have service desk pro on multiple networks and need to centralize all the assets into one location. I have been able to import some asset information by using the reports feature and saving as a csv. However, I have not found a way to export assets (workstations) with software information. Is this possible?
Should I be able to associate more than one PC to one license ?
If I correctly understand the Named User License I should be able to associate une license (Named user license) to more than one PC if the PC is associate to the same user. Software with license per user can install the software on more than one pc, I currently cannot do that Please help Frikdel
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