api scheduler
hello can api mark a leave for a technician hence assigning a backup technician
remote contol from mac to windows
is there in the near future plan to add support to do remote control feature compatible to do remote control from mac to windows because i am mac user with firefox and the option is not avialable
Date range for reports
We have a custom report that is running to look at tasks and the technician scheduled to the task. Is there any way to have it allow for a date range selection prior to running the report? Looking for a way to show only what is assigned for tomorrow, or 5 days out, etc...
Top 10 Departments Report
Is there a way to create a MSSQL report that shows the top 10 departments that created tickets in the previous month? We would want to show the number of tickets as well. This would be a very valuable monthly status report to determine where the problem areas are. Thanks, David
how i can send sms notifcation
hello i want to know company buy sms work with servise desk plus and where i can put configuration in my server bulk sms give to me iam in ksa just example for company need and example to put information for servise provider
Send SMS through a GSM Modem
Hi all! I'd like to know if in SDP is possible to send notifications through a GSM Modem connected to the serial port of the server. We have SDP and OPManager, is there a way to send SMS from SDP through OPManager (and his GSM modem)? Thanks a lot for your very precious help. Marco Di Silvestre Telecom Italia Media S.p.A.
Which AD field using LDAP import matches up with SITES?
When doing an LDAP import which AD field on a users account will import to populate the Site field in Servicedesk Plus. Thanks so much for your help in advance
Dashboard days are off by one starting just this week
I've attached an image to show what has happened this week. Our ticket system has been running fine for the entire year and we didn't change anything before this Sunday either. Yesterday's tickets (Monday) are showing up as Sunday on the Dashboard report now. The tickets themselves all showed November 4th and when you click Edit they all show that the 4th is a Monday on the 2013 calendar. The server has the correct time and also did adjust for Daylight Savings ending. We were on 8123 and last
Assets: Scan Summary Session
Is there a document that fully explains how to interpret the results displayed on the Assets tab. The Workstation/Server Inventoried and the Workstation/Server failed during the last scan is very confusing. In addition, the Workstation/Server not scanned in the last 7 days isn't clear. A document or video that explains how to interpret the Assets tab would be very beneficial to SDP Administrators/Technicians. Does any one understand this page and can share some light? Thanks,
Smarter task templates
Hi Team, I was wondering if there's a way to replicate information of a Service Request on a task that is created within that ServiceRequest using variables or a similar method. A customer is asking if the only way to get some of the information of the service request to a related task that may be on the template, is to copy and paste, or if ther's a better way to make this automatic. This should be a very useful feature. Thanks in advance. Regards,
How to delete Assets
I imported some Assets this morning from a .CSV file. The assets did not add to the group I wanted them to; instead they were added as separate assets under the 'IT Assets' section. I want to remove these manually, but each time I try to delete one from the Admin>Product Type menu, I receive the following error: FAILURE :ProductType is being used by a module. Hence cannot delete it. How can I remove these? Thanks, jhowe
Version 8.2 Change management
What happened to the change management enhancements promised for this version?
Missing Variables for notifications.
Hi. It seems that I am missing some variables for notifications. Please help me find Variable for : Completed date Time elapsed Thanks SD Version: 8.2.0 Build 8212 Regards René Iversen
roles
hello i created a role for a technician to see all his requests in his group only, and i added a role for the same technician to see all assets, but when he logs in he only sees assets associated to his site only
Service Category icons
Just a quick question. Is there a way to customize the icons for user created Service Categories? All of the premade ones like Network, Internet and Hardware have meaningful icons, and any categories that we make just have the generic "no icon" icon. Thanks
Can someone help me with building a report?
Hello, I have got to run a report on the asset module for the following items: Computer Name Computer Manufacturer Operating System Operating System Version Computer Model Serial Number BIOS date Device Type (Desktop/Laptop/Server) Physical/Virtual Most Frequent User/Last Logged on User distinguishedName operatingSystem pwdLastSet lastlogonTimestamp cn givenName sn CN userPrincipalName samAccountName DN distinguishedName whenCreated whenChanged userAccountControl lockoutTime pwdLastSet lastLogon
Report based on postgresssql on asset list *URGENT*
Hello, I have the following report doien for me: SELECT workstation.WORKSTATIONNAME "Workstation", workstation.MANUFACTURER "Manufacturer", osInfo.OSNAME "OS", osInfo.VERSION "Version", workstation.MODEL "Model", workstation.SERVICETAG "Service Tag", resource.SERIALNO "Serial Number", osInfo.SYSTEMTYPE "System Type", product.COMPONENTNAME "Product", CASE WHEN CAST(compDefLaptop.ISLAPTOP AS CHAR(5)) IS NULL THEN 0 WHEN CAST(compDefLaptop.ISLAPTOP AS CHAR(5)) = '0' THEN 0 ELSE 1 END "Is Laptop",
Change List of Products' Product Type
I have a list of products that I want to change the ProductType. Is there a command that I can run to change these products' ProductType all at once instead of selecting individually under Admin/Products?
Create a separate mail account and alias it to this mail id
Dear All, Greetings! Please find me a solution. Whenever the User send the email to itsupport@dot.com once the ticket created, after few minutes the email is getting automatically deleted from the mail box. The Service Desk Team has mention the following term on the mail configuration page. “Create a separate mail account and alias it to this mail id” How to make an alias email to the existing account thru the separate account?
Duplicate requestors
At our location, we are having a problem with Service Desk Plus creating entirely new requestors even though the requestor already exists. Unfortunately, we have a number of different systems that the user can have a ticket submitted through and there is nothing we can do about that. The problem is that sometimes the user's name will be slightly different from one system to the other. For example, a requestor would be listed as "Joe" in one system and "Joseph" in another. Both are correct, but
Cannot Select a Technician
Have a weird issue where I created a new incident and when I get to the technician field the dropdown does not work. Has anyone else seen this behavior?
Report Filtering Based on Service Catalog Custom Fields
Good day, I'm trying to build a report that filters Service Catalog requests based on some custom fields, however the fields do not show up in my column filter list. Is there some other place they show up, or do I need to build a custom SQL query for my report? Thank you, Mike Taylor
how to sort report by name etc?
Hi there, Stupid question: is there a way to sort a report by name? we put our custom report on a custom folder, but it doesn't sort it by name - see image Thanks in advance!
Ctrl-V causes IE DEP to close ServiceDesk
Since we patched to 8126, the following occurs for many technicians in Internet Explorer only: When adding or editing a resolution, if the technician does a ctrl-v to paste info, the attached screenshot occurs. If the technician uses a right-click and paste, it works fine. Only ctrl-v causes the error. I cannot duplicate this issue in Chrome or Firefox. Only Internet Explorer. If i run IE without addons, this issue does not occur. Also, running IE in normal operation, going to internet options
Many requests
One question, can't understand how to make it work. If we have an incident, ex. Server is down, users's write email to support (service desk) - 10-15 requests generated. But we know, that the main reason why they can't work - server is down. So the question is: How can I combine all the requests in one BIG request with HIGH priority? I don't need to resolve 15 small requests, because it disorts all statistics.
software license that covers both 64-bit and 32-bit version
Hi there, Just wondering, how to treat the same software that runs both 32-bit and 64-bit with the same software license? Here's what happened: we've added a software license for MATLAB, this software has a separate 32-bit and 64-bit installation. and we've installed both version (32/64 bit) on a client's computer. after doing the scans, I've set the MATLAB and MATLAB (32-bit) as managed - also set the MATLAB as major version so we see only one entry. after creating an individual license for MATLAB,
Remote desktop with TeamViewer
Hi. I can read its possible to remote control computers via ServiceDeskPlus 8.1. So it say here: http://www.manageengine.com/products/service-desk/remote-control.html It also state under admin, that you can put in your own remote desktop software. I fail to see how I cen remote control, by default. Ive choosen an asset, but I can see no "remote desktop" option. Can you help me point out how I configure this? I would also like to use TeamViewer, since all our clients already have that software
Own role - full control for requests
It seems that providing full control for requests for an own defined role is not possible. The tick in the full control is reversed and can't be saved. As far as I understand showing the "Helpdesk dashboard" is therefore not possible for this role.
Can the Agent create new asset?
I'm moving towards using ServiceDesk Plus for my asset management, and trying to figure out how it will fit into our workflow. Right now we have the 1.0.15 agent deploying through GPO. I have Scan at Boot enabled, and can see from the registry entry that the lastscantime is recent. However, I do not see this asset within the inventory. Is it possible for the agent alone to create a new item within the inventory, or is some other action (manual "new", scheduled scan) required first? If the latter,
alert when a new computer(asset) is added automatically
it is possible to add an alert by email when a new computer is added automatically on the schedule scan ???
Outline query for Audit Hist - computers that changed name in last 3 weeks
Can anyone advise the tables I need to use to produce a query that shows the Workstations that have been picked up during a scan that have changed thier name in the last 3 weeks . Time line isn't that important, just want to be able to constrain the query to a timeframe. Can't work out if/which of the audit tables hold the info If anyone wants to produce the report that's even better :-) Thanks, Andy
icon request creator
hello there's a small icon next to the request creator after opening the request, what is it for?
Change Category Template Components
Hello guys, at the home page of ServiceDesk Plus you have the Category Template which contains : Application login, communication, email, hardware... etc. How can i add a new IT Service to appear on the drop down categories menu? I added a service at IT Services List but there´s not that much to do over there, rather than changing the title ( i changed Communications to Comunicaciones ) but the new service did not appear. I know i did not explain it so good, but maybe its enough. Thanks in advanced.
Not using anonymous user is mysql possible?
Hello, I have been trying your product and it seems that I keep getting errors when connecting to mysql. I am doing this on a GNU/Linux box with CentOS 6.4 and MySQL 5.1.69 I can connect to mysql, create databases and change anything I would like with multiple users. It seems java is trying to run the following command: /home/<USERNAME>/ManageEngine/ServiceDesk/mysql//bin/mysqladmin --no-defaults -u <USERNAME> --password=<PASSWORD> -S /var/tmp/mysql.sock --port=3306 -h localhost create servicedesk
How to add contracts to purchase orders?
I'd like to be able to add the order of a contract to a purchase order, but I can't figure out how to do that. For example, I want to order a Thin Client, but I also want to add a support contract for that Thin Client.
Notification on Escalation not customizable??
Most of the notifications can be customized by the administrator. It seems that the mail sent during the escalation procedure is fixed. Biggest disadvantage is that there is no link the the request. Also the technician is not listed in the mail. Is there a way to change the layout of this notification?
E-Mail Command - add resolution and close
Using one email, is it possible to update a request with a resolution and close the request? A resolution is mandatory for us in order to close the request, and I'd like to accomplish this with just one email. I only have it working by sending two separate emails, one operation to EditRequest, and another to CloseRequest.
Servicedesk 8213 version error fetching mails and merging requests
Dear all, Since i updated SD to latest version the mail fetching is not working. It works for a while and it stops suddently. It happens each time an e-mail containing the requuest ID in the subject enters the mailbox. Also when i try to merge two or more requests i get an error: "FAILURE :Problem while trying to merge this threaded request with the selected request." I think the mail fetching error could be related to this as the system is not able to merge incoming mails containing an existing
DueBy Time set incorrectly by one hour plus or minus when edited across US Daylight Savings time change
There a problem with the programming code for the time on the DueBy field that is either automatically adjusting (or possibly failing to adjust) to correct for Daylight Savings changes. I noticed it because I have several requests that I set last week before the US time change on Sunday Nov 3. I set them to 17:00 (5 pm) on various dates in November and December but now they are all displaying the due time as 4 pm. Here is a scenario to reproduce this problem on any existing request in a US time
How do i get to asset details from "Problems" and "Changes"?
Hi, a neat feature of servicedesk is the ability of associated a "Problem" or a "Change" to many assets ("Assets Involved"). Unfortunately i cannot find any way to get to them. If i click on the "Asset Involved" section it allows me just to change the assets involved. Furthermore the adding asset wizard lack of searching functionality. Our customer has 2200 assets and abviusly he has problem finding them. What can be done about that? Thank you
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