"others" on graph
Boa Tarde! Estamos realizando um piloto com a ferramenta de Service Desk e esta tem se comportado muito bem. Atendendo os KPIs estabelecidos, robusta, completa, e customizável. Estamos bem satisfeitos com a solução! Quando gero determinados relatórios, no gráfico, os resultados menos representativos são agrupados gerando uma fatia grande de "outros" que prejudica a plotagem do gráfico. É possível remover isto do gráfico ou evitar que as informações sejam agrupadas? Anexei uma print para que entendam
Import list of networks
Is it possible to import somehow a list with networks with local credentials "SNMP". My idea is this because we have 196 different network ranges from different classes, and create one by one, insert same info except network range is very boring. To be worst, we have different SNMP communities for printers and networking.equipments. With all of this, anyone has a solution? Regards
Network Backup Errors
Need some help. I would like to get backups scheduled to run to a network location. Thus far these have failed. I keep getting the same error email. Is ServiceDesk using the Local System credentials in the ManageEngine service? Any help is appreciated. I've attached a shot of the email error. Regards, Bob
Email Commands
Is it possible to send one email to add a resolution and close the request? A resolution is a mandatory field for us.
Internet Explorer 10 query
Hi I need to know the number of computers with Internet Explorer 10 installed. Is it posible? Thank you Maria
Exchange in conjunction with SDP
Is anyone using Exchange with SDP? We've been told that it works and have been given some kind of documentation saying so, but the fields aren't available to edit. We're coming from a spiceworks installation that attaches to our helpdesk e-mail. When new e-mails are received, SW pulls the e-mail and creates a ticket out of that e-mail. Is this functionality available in SDP?
Software Module for new implimentation
Hello, This is my first post here. I'll try to be specific but I'm am new to ServiceDesk. Our company has roughly 175 PCs and laptops throughout the facility. We've deployed the agent and scanned all of the systems. Yesterday I was starting to work on software and making sure that the proper license codes are being allocated to the right workstation. I decided to start on our Win 7 installs. I went to scanned software and moved Microsoft Windows 7 Professional from 'unidentified' to 'managed'.
Asset scanning of Chromebooks possible?
Our district will be receiving roughly 9000 Chromebooks in the next month or so. We were wondering if anyone was able to successfully run an Asset Scan on them from ServiceDesk? If not, has anyone found a way to scan them with the Linux script from ServiceDesk? Thanks, Alex
technician not available
hello when i create a service request in the designer and continue to the workflow configuration and create a task i do not see the technicians that i have in the the list of technicians
Sharepoint integration
When we can have sharepoint integration with service desk plus? Is there any timeline defiined>
purchase order assets
hello when receiving items in purchase order the asset gets added in the appropriate place but i it wont show for technician that have some restriction until i assign a site for the asset.
Problem with update from SDP 8127 to 8200
Hello On the test server, I try to make upgrade from version 8127 to 8200. When I run updatemanager, i see an error: === root@ubuntu:/opt/ServiceDesk/bin# sh UpdateManager.sh -c Press i to Install v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:update.ppm PPM Installation failed. Please contact the support team. Starting mysql server Unable to start the DB. Possibly server is running if so Please shutdown the server
Translate
Hi Dears I need to translate a help part of the software for my employee. how i can translate it to my custom language and rewrite it as well as i need. which part of source should be change? is there in the application resource or another places? for example in the picture i need to change whole of the text to my custom text. please Help me Ehsan Best Regards
user duplication
hello a number of user gets duplicated in requesters without any data about the user, what is causing this problem?
Misunderstanding about automatic assign technician
Dear Support, I need to make sure my understanding about automatic assign technician. I've defined the responsible technician in the incident category and I think that when I choose that category, SDP will assign the responsible technician which have been defined automatically but it doesn't. So, I need your confirmation about this feature that SDP can or cannot automatically assign technician which was defined in "assign to technician" in incident category. If it can, How do I configure in SDP
Notification Bell in 8.2.8212
How can I disable the notifications/the little bell in the upper left. It's quite annoying feature, especially when technicians are updating thie tickets. I'm sure its a check-mark , but I'm just not seeing it in the config.
Inventory IBM AS400
In first place, sorry if i am at the wrong section. Our Idea is inventorying an IBM AS400 server and after that use his information about software and hardware to get into CMDB. Finally, create relationships between business services and AS400 software and Hardware. Is this possible under SDP? How can i? Can someone pointing me some useful info about this or explain it to me how can i do it? Regards
Wishing to upgrade Active Directory
We are currently working with Build 8203 and it is synching with Active Directory 2003, with a domain account. Single access log on (network authentication) and asset scans are working. We wish to upgrade Active Driectory and were wondering? 1) Does build 8203 support Active Directory 2008 or Active Directory 2012 2) Do we have to change anything in our configurations? Thank you
New technician with different role
I would like to add to my SD a techinicians from outsourcing company, but I need to delimit rights between my technicians and their tech. They must - view only their requests - if they want to reassign tech, they must view and reassign only on their requests - report building on their requests My tech must view all requests registred in SD Is it possible?
Purchase management
I'd like to use Purchase management, but can't. First of all, I don't know how to send purchase bill to approve, this person isn't a technician, it's a requester. I have a 10-20 people how is responsible for approving, depending on site. Secondly, after approve, I need to forward this bill to an accountant (better with email notify and bill attachment. Is it possible?
Changing SLA once a call has been logged
Hi I have a requirement whereby we sometimes need to change an SLA mid ticket, our scenario is that if a site visit is required we would like the SLA to start again with a 4 hour response (this is our SLA to attend site). I can't select a new SLA once the call is logged, can this be done? I thought linking service category's to SLA's and changing them might work but while the service category's can be changed the corresponding SLA's do not. Any ideas how I can achieve this? Thanks Ian
why are the costs (in hours and money) not exposed to the PROJECTS report?
I want to build a report that takes all the projects in a status of SCHEDULED and tells me the estimated hours and estimated costs for budgeting and planning. But for some reason those fields are not exposed in the report wizard, nor is the project schema available in the query report section. How would I go about doing this? (and why is there not sub-forms in support for projects or Query Report-Projects?)
error
hello i'm having this error when adding/editing a support group and the support group cannot be deleted type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
ServiceDesk Plus 8213 Released
Dear Users, Hotfix 8213 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 8213 can be done only over builds 8212 New Features in 8213 SDF-50501 : Option to configure multiple credentials for each subnet in Network scan. If a subnet has Windows, Unix, VMWare and Network devices, different credentials can be configured based on the protocol (WMI, Telnet/SSH, SNMP V1/V2
not modify predefined fields in incident / request templates
I would like that if a field is marked as 'requester can view' in a template, the requester cannot modify it.
8213 features
hello i didn't notice any changes in this feature, can you please explain SDF-47663 : To select the Required Access permissions for the role , selection in access permission is fine grained
Projects: Time spent report
Hi team Is there any plans to allow "time spent" reporting from the projects module? Can this be prioritised as it is leaving a major whole in my teams KPI's for time recording. Cheers. Ronekzus
How to change $SurveyLink in survey
I am change service desk application server, but my survey is showing old server link in survey. Thanks Kishor
Template change
Hi there, Is there a way of changing the reply template to only include the person's first name not their full name. The template has this $RequesterName as the variable. We currently have to manually delete the person's last name as it is more user friendly. Regards, Greg
Software scan
hello why when i scan software it only show date install but not show time?
ServiceDesk PLUS integration with OpManager Unable to fetch values from ServiceDesk Plus
Unable to fetch values from ServiceDesk PLUS. I do have a current support request but I haven't heard anything since yesterday, I figured I may get some assistance from here while I wait. I would like to get this back to working condition as soon as possible. Servicedesk (DNS NAME)= Crest-NOC (Server Name) = 180.200.100.30 ServiceDesk PLUS is running on port 80. OpManager is running on port 8060. This was working until recently, no changes made. I am running the latest version of both applications.
import request
Hello I’m having a problem importing requests, it’s not taking most of the values that I mapped in the excel file What could be the problem
LDAP connection to FirstClass mail server?
Has anyone used LDAP connection to a FirstClass mail server? Having issues with establishing a connection. Thanks
How to send request to the general manager?
I've got a problem. Some time I need to send the request that can't be solved to the general manager for review. How can I do that? I don't need to approve, I just want reviewing by general manager.
Notification Rules > Reply Template > E-mail signature and cursor appearing before content
Hi, We are having a problem that the e-mail signature and cursor always appearing before content. As personal signature is always appearing before the email content, I am now using the $Technician at the bottom of the email. However, the cursor is showing before "Hello $Requester Name" and we need to manually move it to start typing anything. And also, there are blank spaces before "Hello $Requester Name" which makes the format uncomfortable to read, and we need to manually delete them either...
Start ServiceDesk Plus Error - centOS
Dear I need your help, when I want to start ServiceDesk Plus 64bit on 64bit Centos Installation Folder / opt / ManageEngine / ServiceDesk Error message: (Oct 29, 2013 7:45:18 PM), Install, com.installshield.wizardx.actions.LaunchBrowserAction, err, java.io.IOException: java.io.IOException: konqueror: not found STACK_TRACE: 10 java.io.IOException: java.io.IOException: konqueror: not found at java.lang.UNIXProcess.<init>(Unknown Source) at java.lang.ProcessImpl.start(Unknown Source) at
Notification Icon stays even when in the ticket
Hi, the little notification icon (bell) could be improved. The exclamation mark does not disappear when I go the manual path into the ticket which the notification will try to get me notify for. Please see attached three screenshots where I go in the request manually. To get the reminder removed I still have to click on the icon. Kind Regards, Per
Exchange 2010
We are looking to migrate the account we fetch mail from over to Exchange 2010 from Exchange 2007. Are they any pitfalls I need to be aware of, or services that need to be restarted after the migration? Thanks...
Editing the backend
I recently joined this organization, and we use ServiceDesk. The guy I replaced was the guy who set it up. I would like to know how to edit the mysql database that ServiceDesk uses. I am able to access the server that it resides on, but I don't know what program to use to make changes. In the past, I used PHPmyAdmin to make changes to my databases, but I don't think that is installed on this server. So what can I do to make changes?
Users - Additional fields from Active Directory
Our company is really a group of seperate companies that is served by single IT-department. We need to identify the companies requesters belong to in ServiceDesk Plus. For this, there is a standard attribute in Active Directory. SDP already imports some (Phone, Department, Job title, Mobile, Site Name, E-mail) but we also need additionla ones. E.g. Company and Manager -fields. It would also be good to have field that we could name freely. Is this possible? It would be really usefull for us. Regards
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