UK/GB locale version?
Hello just wondering if there is a UK/GB version of the ServiceDesk Help desk or of we cam make the necessary changes? As it stands we have fields for Sales Tax, State, Zip code which are incorrect for our region and we would like to change them to VAT, Region and Post Code fields instead. Can we make this change? Kind regards Zoaky .
Broken Attached Image in description after editing ticket
I'm having an issue (that only occurs sometimes) but is a pretty big nuisance. A requester puts in a ticket with an attached image; I then go in and edit the ticket in order to set the request details (without touching the Description). After saving the edits I made to the request details, the image in the description doesn't save properly. And when I check on the History of the ticket, I can see that it says the Description was changed from ".... [image]" to ".... [broken image]". Please see
Site A request to be notified to some specific Site B users and the users be able to view this issue from Site A.
Hello, I am checking the following possibility Site A request to be notified to some specific Site B users and these users be able to view the request from Site A. Is this possible? For example. Site A: requester raises a complaint/issue 'issue1' against Site B; Site B: group of users ( say user1, user3 only out of user1, user2 & user3 users) of Site B be able to view this issue 'issue1' of Site A. Is this possible please. For me it appears that there should be a some way if not direct solution.
Wont start after a restore
Hello I have just reinstalled on a 2012 server and everything went fine until i restored the last trimmed backup. (cause the full backup wont work at all) It then wouldnt start again. When i use run.bat i get error : AdventNetServiceDesk [FAILED] I have removed the "C:\ManageEngine\ServiceDesk\applications\extracted" and still i get the same error. I have tried several older backups and taken new ones but it all ends in the same error. Both the old and new program are the same version/build. (8.2.0
Service Desk Asset Scan Issues
We seem to be having an issue with your asset scan. It works as expected with the agent installed, but when running a manual scan from the web interface we fail. Error message given is "FAILURE :Failed to communicate the agent." Service is running and has been restarted, and no firewall issues are effecting this. It seems to run in one direction only, from agent to server but not vice versa. Has anyone experienced this issue before?
Undelete ticket deleted by technican
Hi! One of our technicans has deleted a request. How can I restore it? Between creation and delete was no backup made as this happens the same business day. In the system log I can see it was deleted but no option to restore it. What can we do? Dennis
Robo Technician Issue
Hello, We are currently on a trial using Robo Technician, it seems pretty straight forward to set up but we have experienced an issue where we are unable to use the password reset types: Typed Password Same as Username Blank When we use these it throws an error: FAILURE :Password reset failed. Unknown/Unexpected Error occurred OnFailure Tasks were executed successfully. With the random password one, if its selected it does appear to reset the password but on attempting to enter the password again
Asset Templates
If I want to store the number of keys of a keyboard with an additional field called 'Number of keys', and I have created 'Keyboards' and 'Hard Disks' as components, then the user will see 'Number of keys' when creating a new hard disk, isnt that awkward!!? I strongly hope you can make something with this issue in the next release of SD+ (8.0?), it is really a must to have such feature. for every component or product (asset) there should be a way to define their own additional fields without interferring
Email Commands Help
Hello, Our team is new to ServiceDesk and we are coming from Spiceworks. Most of us rarely had to go into the actual Spiceworks system since we could do most everything via email commands. In Spiceworks, I could simply reply to a new ticket notification email and it would automatically assign me as the tech for the ticket. In addition, I could reply to any ticket and simply put #close in the email body to close the ticket. If I understand Email Commands in ServiceDesk correctly, I have to make
SDP - Report Features - Generate a report of ticket "History"
Is it possible to generate a report to include changes that have taken place in a ticket such as a change to "Status", "Priority", "Group"........? Is there a query that has already been created? If not, can one be created? Thanks
Mysql's Version
Hello! We are using the lastest version of ServiceDeskPlus but with a old version of Mysql. I need to know what is the lastest version of Mysql approved and supported to work with Service Desk Plus. Best Regards. Miguel May
servicedesk firewall requirements on windows 7
We've deployed windows 7 computers now and having a hard time scanning them. I've looked at a couploe of posts and it seems to be not consistent. one is to turn some open up some firewall ports and i also see a post about ipv6 needs to be tunred off. is there a easy way to get these changed pushed out?
Report time spent including projects
How can I create a report that will include time spent on projects as well as changes, requests, problems?
Attachments sent in escalation ticket to external group not received, replies not appended to open incident
Hello, We have several external parties who we would escalate to. When sending test tickets, despite having the external email address listed under the relevant support group, clicking "assign" and choosing this Support group does not send ticket and attachments to the group. A work-around is manually forwarding the ticket, however any reply from external support group is not appended to ticket (requestid in ticket is not amended by external party) and any attachments are also not added. This is
Data Restoration
Hello, I've tried to restore database after installing a new version of service desk plus but I've faced of this error, could you please advise? Microsoft Windows [Version 6.1.7600] Copyright (c) 2009 Microsoft Corporation. All rights reserved. D:\Users\jandriam-ext>c: C:\>cd ManageEngine C:\ManageEngine>cd ServiceDesk C:\ManageEngine\ServiceDesk>cd bin C:\ManageEngine\ServiceDesk\bin>changeDBServer.bat "========================================================" "" "Usage : changeDBServer.bat --console
Display issue with SDP iOS app
We have an issue where text that is entered for description/Worklog/Notes is sometime displayed incorrectly. By incorrectly I mean it displays the HTML formatting. See attached image. We even have one ticket with two Notes where one note is displayed correctly and another incorrectly. This occurs on IOS 6 & 7. This displays correctly on all other platforms.
Unclean shutdown of previous run
Hello, I have one server with the following : lsb_release -a LSB Version: :base-4.0-amd64:base-4.0-noarch:core-4.0-amd64:core-4.0-noarch:graphics-4.0-amd64:graphics-4.0-noarch:printing-4.0-amd64:printing-4.0-noarch Distributor ID: CentOS Description: CentOS release 6.4 (Final) Release: 6.4 Codename: Final and java -version java version "1.7.0_40" Java(TM) SE Runtime Environment (build 1.7.0_40-b43) Java HotSpot(TM) 64-Bit Server VM (build 24.0-b56, mixed mode) I installed the
ServiceDesk 8200 Worklog
In the 8200 update to ServiceDesk. There is no view to see the worklog descriptions anymore. Being able to view the running worklog is important. Is there anyway to get that back in the new release? Thanks, Mark
Cannot delete a site
Hi, I'm trying to delete a site, but the following message appears: "Site cannot be deleted as it is being used by a module" I verified that there are not requests, tasks, assets or anything else associated to this site. Can I delete it using these queries? delete from sdorganization where org_id=12345 delete from sitedefinition where siteid=12345 Are there rows in other tables with informations about sites that I have to delete too? Many thanks and best regards, Sutot
Is there a limit on how many Services per Service Catalog
I can't seem to get any more than 9 services per Service catalog category. Is this normal? Regards e
Service Request Template Resource Tab
The Service Request Template Resource Tab is very useful. Would it be possible to add a date field type option to the New Question feature. Currently we are using three drop downs for month, day, year but it's difficult to report on.
Fault with SDP iOS App
Hi everyone, we are testing the ServiceDesk plus App on both iPhones/iPads and Android devices. We experience no issues on the Android devices but do get a problem on iOS devices. When you open a ticket and open the Assign Technician page, you receive Error No detail available for Technician groups in Site:"name of the site for the requester". Any help would be appreciated. Steve Gray
ServiceDesk Plus not starting
Hello, Ia have one CentOS 6.4 64 bit with JRE version 7u40. I installed this bin file :http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin Everything OK at first startup usin run.sh but after a restart the run.sh returns the following message: " Unclean shutdown of previous run. Failed to start the server " How can i start ServiceDesk Plus again?
Can't create request for a specified user
My first line of support can't create request for a specified user. When request is created and saved, error dialog screen is reporting: "You cannot create a request for this user. The user belongs to a site for which you do not have access". Can't see where can I change site restrictions for my tech. What I did wrong?
Asset Notification
Our customer needs to receive notifications based on asset values. As one example, they loan laptops to various departments. They would like to automatically email or sms a user or technician when the loan period is about to expire or has expired. They have included additional fields to add these values. They would also like to receive notifications on disk space, memory change etc.
asset name changed but can't scan it
Hi there, SDP version 8.2.0 build 8208 We scanned a cisco switch using default SNMP settings (public) and it successfully populate the IP address and subnet. After we change the name to SWITCH03, leaving the value of IP and subnet as it is, it failed to scan. It seems that the scan method always look for the Name field, regardless of the IP value. I do understand that this is mainly utilized for workstations since their hostname is registered in DNS, but do you have an advice for those snmp devices
Issue with editing ticket by two technicians at the same time
Hello, We are faced with the issue, then two technicians are able to edit and assign the same request at the same time. Here is the scenarion of the problem. Larry has his Unassigned ticket view up. Larry clicks a ticket for “Judy”, then assigns it to himself. He then begins to reach out to the requestor. A few minutes earlier, Dawn had her unassigned ticket queue up and clicked on the ticket for “Judy” and begins updating the ticket with Request Type, Category and Subcategory. She gets a phone
modify template: replying to a rquest
Hi there, In the following ares: Admin > Organization Details > Notification Rules > Replying to a request Is there a variable for including the technician's phone number? Thank you :)
FAILED START SERVICEDESK
I have installed ManageEngine ServiceDesk, but service is not starting... in event viewer I have new error record like this: event ID 7034 (The ManageEngine ServiceDesk Plus service terminated unexpectedly. It has done this 1 time(s).) 1. OS is: Windows Server 2008 R2 2. Base server is: Microsoft SQL Server 2008 any ideas? why service couldn't starting?
CMDB settings.
Hi I wonder if it's possible that CMDB can be visualized by all the technical in each one of them roles.At this time, CMDB can be visualized by the admin only. Thank you. B.R.
servicedesk plus cluster /high availability?
hi, Does SD plus suport cluster or high availability in a linux environment(redhat 64 bit)? Is there any tutorials or documentation to accomplish this? Any help is much appreciated. Thanks
i'm trying to get users accounts but my domain not available
i'm trying to get users accounts from - users-requesters- import from active directory ---but my domain not available
Limit Technician to view only their group
Is it possible to limit a technician to view only their group's incidents/problems? We have a several departments that use the same ServiceDesk, and we would like the Helpdesk/Sysadmins to view all requests, but 3 of the technicians we would like to restrict to their own group only.
Active Directory linked Additional Field
Is there a way to create an additional field in a form that queries Active Directory? Say for instance, that I want an owner field within a CI? How could that be done?
Call LDAP Import via Cron Job
I used to use SD+ on Windows, and loved the auto Active Directory LDAP sync. I've moved onto a new company and decided to install SDP on Linux. I don't have the AD auto-import feature in Linux, but was wondering if I can replicate it with the command line, the SDP API, or through a MySQL routine. My goal is to automate the sync using a cron job.
Attachments for Resolutions
It would be great to be able to add an attachment to a request solution and have the attachment sent when sending a resolution notifications Also, if an existing solution with an attachment is copied to the resolution, the attachment should also be included. Also, when a resolution is added and the option to notify requester is enabled, anybody in the 'email ID's to notify' should also be sent notification of the resolution
Disable a Support Group / Rename
Hello, So I gave up deleting or disable support groups as we can not loose the old tickets in the system. So decided to just re-name them to X Group so people stop using them and put them at the bottom of the list. From the looks of it though I need to rename it on all 445 sites. Does anyone know of a easier way to do this? Thanks Matthew Tape
PieChart Report not working
Good morning, to take a report with the field PieChart overdue the graph not being displayed correctly. Only show = true overdue. If you choose Bar chart works.
Incident/Service Catalogue Groups
Howdie All I am new to service desk plus and encountered a rather frustrating issue. I have compiled a list of categories and built a service catalogue but need to assign these to groups. My company plans to use service desk plus as a MI tool with multiple departments similar to a IT company with multiple departments. I need to assign particular requests to different groups although I have set up Support groups and User groups I am still unable to do so. I believe the answer lies in a group template
Limited text size in Solutions Module
Hi Folks, The solutions module in SDP 8.2 is extensively used by us and recently we observed a small limitation where if the text size is around 8500 then SDP cuts somewhere between 6000-7000 string length. Is there any work around for this? Thanks
Next Page