Servicedesk plus - issues
Hi, We're using SDP for almost a year now. Works fine, except from the issues and bugs. I don't have a (big) problem with bugs, if they are getting solved. The problem I have is, with every update/hotfix that we're installing, we're getting 4 or 5 new issues / bugs.. I don 't know what's the testing procedure is before releasing a now hotfix, but I think some hotfixes are not very well tested. Now, we've installed build 8213 and we've already send 5 new tickets to the support with new issues since
Changing Details on Requesters as a "Group Selection"
Do anyone know if there is a way to change an item on a requesters details as a group or group selection. I need to change Depending on title wether a requester can see only his own tickets or all for his\her department. Thanks Everyone
Vendors Missing After Update
We recently updated our ServiceDesk Plus app to version 8.2.0 Build 8213 and all vendors are missing when adding new equipment under Workstation.
E-Mail Commands - Business Rules and Command Removal
Hey, i'm just testing the E-mail commands and it's working as expect in that i am sending an e-mail with @SDP@ in the subject line and just ACCOUNT/REQUESTER/TECHNICIAN in the body of the message and the new request is being created with the correct account/requester/technician but: We have business rules and notifications in place so that if a request is assigned to technicians they are notified but this notification is not being sent even though the technician is assigned. Is there
Customised Self Service Portal content
We've often been asked by our customers about customising the Self Service Portal in ServiceDesk Plus. If this is something of interest to you take a look at our blog post below... http://set3manageengineuk.blogspot.co.uk/2013/11/make-servicedesk-plus-self-service.html It would be interesting to see what wonderful/interesting information you might put in your Portals so please share your ideas with the ServiceDesk Plus community? All the best set3 Solutions
REST API for Categories
I am trying to write a PHP script to pull all of the categories for SDP that are not deleted. I need PHP to create another XML feed that looks something similar to: <category>Primary Category 1</category> <sub>Sub Category 1</sub> <sub>Sub Category 2</sub> <category>Primary Category 2</category> <category>Primary Category 3</category> <sub>Sub Category 1</sub> <sub>Sub Category 2</sub> and so on I know how to make the XML but I am having trouble parsing through the SDP XML with PHP. My script is
Is it possible to delete the right panel for users?
Hi, one of my customer asked if it is possible to completely delete the right panel for users. See the attached picture. Regards, RD.
Mail Fetching died
Our Mail Fetching has died. Message in log file; Module = MAIL_FETCHING Occurred at = Thu Jun 12 15:15:49 PDT 2008 Probable Cause = "Mail fetcing is delayed ....due to start time and finish time is ZERO" Performed by = SYSTEM We need this fixed ASAP, please. We are running 7015 on Windows 2003 with MSSQL. I have sent an email including our logfiles and have also left a voice mail message with your tech support department.
Approval request template Enhancement to....
I think it would be great if when an approver clicks on the link within the template and the window opens with the description and listed conversations that the list of all approvers be shown along with their status ie) pending approval, denied, approved. Should also show any comments they may have made Also an approver should be able to add a comment without having to approve or deny a request. In other words they should not have to deny a request if all they need is additonal information before
Do not log job for email address
Hi All, Is it possible to stop service desk from logging a job if it receives a request from a certain email address? Also how do I force service desk to log all jobs to a particular group i.e. any emails that come in assign to IT Support. Thanks
additional fields
hello i need to add additional fields that can be a parent to a child field. same as category is parent to subcategory
Issue with remote control
We're testing out SDP's remote control agent and so far haven't had much luck. When we attempt to start remote control, we're getting "FAILURE :Failed to copy files to the remote workstation. " We have the Windows 7 firewall disabled in domain mode, and the user configured is a member of the local administrator group on the test PC. The asset scan works without issue. I have even tried manually installing the agent. This creates the service "ManageEngine AssetExplorer-RemoteControl" but even
Unique asset name restriction
Hi, Just trying to guage if other people also have issues with assets having to have a unique name. There are other fields which could be unique e.g. asset tag or serial number field. For me it makes sense as when I want to view assets associated to a user it would be a lot easier to see 'Laptop, Phone, USB Stick' rather than '01234, 056324, 015987' or 'USB Stick1' etc
help desk url
i want to change Help desk url by http://servicedesk:8080 to http://myhelpdesk it is possible, if possible how i can change Regards
PO vendors
hello i have multiple vendors for multiple products to buy, so how can i make it in one PO
Purchase Orders Templates
Hi all, I'm trying to find the location in Servicedesk where I can edit e-mail templates used by Servicedesk Plus Purchase module. I did find the location under Admin: 'Purchase / Contract - Notification Rules', but in here I cannot find all templates. For example the e-mail template to place the order at the vendor is not in the list. Thanks! Regards, jmschuur
Custom filters / View for Group requester
Is there a way to create a Custom view / filter for Requesters who can see their Departments requests? Cheers, Florian
Email Templates - Inserting System Variables/Fields
Is there anyway to insert system fields into an email template. I know it can be done on the Notification Template but is there a way to do this for Reply and Resolution templates. Thanks
Linux/Unix Asset scan script
Is there a version of the Asset Scan Script for Linux/Unix? ( like ae_scan.vbs for Windows ). I am running ServiceDesk+ Pro Ver 8.0.0 Build 8013 Tim Bernhardson
Importing Sites
Hi, I am trialling SDP for our Service Desk; going through and setting it up to see what we can and cannot do with it. The import feature from AD is working well for me for users and machines but I am dubious about setting up sites. We haver over 500 sites in our organisation and I do not relish the thought of setting them all up by hand. Is there a way to import sites using csv? I cannot see an obvious method to get around it but if anyone knows if it's possible that would be great! Thanks,
Hello!
please tell me 1) how generate action "$dubydate change " with email send to requester with new data 2) how to generate summary report by specialist by missing reason field Thanks
Archive Handling
I like the fact that we can archive cases to a read only state, however, there are some things I'm not a fan of about the archiving: - Backups during upgrades see no improvement by archiving requests. There should be an option to backup full, archives, active or trimmed (db only). If have a scheduled backup, why do I need to backup the archived requests again during an upgrade? Why not skip that data and cut the pre upgrade backup in half? - Import/Export of Archive Data. Allow archived requests
Problems deploying agent to Windows 7 machines
We are running Service Desk Pro version 8.0.0 build 8000. When I try to deploy through the Discovery / Agent Settings clicking on Download Agent, the installation starts asking if I want to run ManageEngineAssetExplorerAgent.msi When I click run I get a security warning "Windows has found a problem with this file" "The file was blocked because it does not have a valid digital signature that verifies the publisher" The installation then fails; if however I save the file, don't click Run, go into
Install service desk on debian 7
hi... I want install service desk on debian 7: Is that possible install on it? IF YES please guide me step by step and what Prerequisites? Thanks...
Will ServiceDesk Meet My Needs
I run a small town computer service. We do computer repairs and service, updates, etc. I have around 50 clients with about 125 machines between them. Can ServiceDesk me used with these clients? If yes, what do I need to do to allow them access to create a ticket? Is there a client program that would sit on their computers that they would use to create a ticket and allow me to access their system, or would I just be using this to create a ticket only? Anything that can be used to speed up the
Where can I download service desk plus version 8211
I have a problem loading the server but have the database intact and need to reinstall version 8211 where can I download this version from
improper behavior for approval actions
Hi I have noticed when you resend an approval ( selecting only one from many) on the request tab the sent on column is updated on all the approval requests regardless of whther or not acvtion has been taken. This results in approvals being shown as approved before the request went out. Obviously when you choose to send out a "second request" to an approver that has not responded yet the sent on value should not be updated for all approvers. if you look at image below you will see the act on date
SNMP Asset Scan
I see various posts asking for this over the years and have spent a while trying to setup the Asset module in the best way but this will be oh so much simpler if there was SNMP support in the scanner for Service Desk Plus. It may be its in there now on a newer version than I am on - please tell me it is ? I am on 8.1.0 If it isnt in there yet anyone else got any tips and tricks on how to get the asset DB best up to date and accurate as to what is on the network ? Barry
SDP-email spam filter
hi, I'm trying to set email filter in order to avoid automatic ticket creation, but when I set a spam rule, then i loss email sent from users how can I retrieve them? thanks simona
Best Pratice to Exclude asset from scan
Hi everybody, I currently manage PC (asset) for other group but I don't manage software for them, what is the best way to restrict some asset to not being scanned ? Even if the agent is not installed the weekly scan try on every asset. Thanks Frikdel
Can't logon after demoting old domaincontrollers
I have demoted our old domaincontrollers and after that we can no longer logon to Servicedesk. It is set up with SSO for all accounts including technicians. I have tried the suggestions in https://forums.manageengine.com/topic/cannot-login-to-service-desk-plus but the database (MSSQL) does not contain at table named aaaauthorizedrole and the query therefore fails.
Error in Installing ServiceDesk 8112 with mysql back-end
Hi I have installed ServiceDeskPlus 8112 on debian 64bit. After installation, I ran "changeDBServer.sh" in order to change database to Mysql. after that, I execute "run.sh" script to start application. unfortunately I got this error:getting a java io.IOException ManageEngine/ServiceDesk/mysql//bin/mysqladmin: not found Thanks for any help or guidance
Failure : Problem while fetching network list from system
Hi everybody We have just upgrade our ManageEngine ServiceDesk from 8211 to 8213 ( in two steps, first in 8212 and then in 8213 ). Now that the upgrade is done, I have an error message when I go to Admin\Discovery\Network Scan : I have the same message when I go to the CMDB, choose a printer, and try to use the button "scan now" (same problem when I try to scan a single computer). I never had this problem before ( we have some audits 3 times per week before, and never have any error
Purchase Approvals Problem
Hi! On Home tab are presented Purchase approvals to take action, but I already approved all these purchase orders, I see that these orders were altered for another person, after my authorization. If I try again approve these orders, I can`t do that and its showed the following message: "Purchase Order is already approved by you on 25.04.2013 with the below comments" What I do to solve this problem? Thanks Miguel Alessandro
iPhone App
Hi I've followed the instructions for setting the API key etc but when I try and log onto the app on my iPhone I get 'Error' with no other information. How can I troubleshoot this? Thanks
Does the strictest SLA apply?
Hi there, Let’s assume we have Category = X, Subcategory = Y and Item = Z and we have configured 2 SLA’s: SLA 1: Item is Z => response = 1 hour and resolution = 1 hour SLA 2: Subcategory is Y => response = 1 day and resolution = 5 days Whenever a request is created with Category = X, Subcategory = Y and Item = Z which SLA will be applied? Since there is no execution order for SLA I wonder if the system will apply the strictest SLA. The issue is that I am not able to define SLA 2 as Subcategory
Tasks from Work Orders in a controlled Group
I have segregated work queues in my SDP 8.2.12 installation, meaning that Techniciand cannot see work order in Groups where they do not have rights. My problem occurs when a Technician needs to assign a Task to another Group. Work order is in Group A The Task is assigned to a technician in Group B, with no rights to Group A, field "Group" on the Task is set to one where the tasked technician has rights. Technician received notification Technician cannot resolve the task until the parent work
I can´t enable the Quick Actions drop-down menu and the reminders under Self Service Portal Settings
I don´t find where I can enable the Quick Actions drop-down menu and the reminders under Self Service Portal Settings. In the administrator guide says that there is an option to enable the reminders. The guide says "If you wish to show all your tasks as reminders to the requesters then select 'Yes' radio button else select 'No' option. The reminders will be shown in the home page." but I do not saw this option in the page. Someone help me telling me how I can enable the Quick Actions drop-down
Access to technician to change profile
Hello, We are using servicedesk plus 8.2 version. In admin user view Under General there is a self-service portal settings and the administrator can set the requesters to edit their profile and view their profile in requester details option. Likewise where this option is available for the technician to edit his profile.So if there is any change in technician contact details he has to notify the administrator to change his profile everytime ? Regards, Rajeshkumar Srinivasan.
Checklist form incident ticket
Hey forum, I want to be able to have a checkboxes in the description area of ticket, so i can check off option. Is this possible in service desk plus. Thank in advance.
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