Retain customizations after upgrade to keep corporate look and feel.
Please can we have the customizations to the login page retained after carrying out an upgrade. It is a pain to have to keep reconfiguring index.html etc each time. The ideal situation would be if all Manageengine products could use the same login template to keep consistency I appreciate that consistency in look and feel is a big project across the product range for all pages but it would look nice for users if everything was the same. Maybe some kind of templating engine which was universally
Is it possible to automatically assign technician based on Subcategories?
I know it works for top level categories, but we would like more granular control of the assignments for program specialists. Example of category hierarchy: -Applications- unassigned -SAP- Specialist 1 -Kronos - Specialist 2 -Sales - Specialist 3 -Hardware- Tech 1 -Phone- -Laptops -Desktops -Network- Tech 2 -Internet -Intranet The load balance or free tech auto assign are useless to us as it is more important to have the more qualified tech to get the
Does SD+ work with Exchange 2010
I have looked over several Forums and Google searches. After the latest 8.2 my outbound email stopped working as well. Any ideas would be welcomed. Thx, Justice
Query Report "Projects"
I wanna do a custom report with all "Projects" , like the "Projects" tab. Plz someone can help me?
Due Date on tasks
When creating tasks we noted the "Due Date" field in the upper right corner is noted as "N/A" and does not seem to be editable. We thought that it inherited the DuebyDate from the Parent request but that didn't work. How do you edit this field?
create solution
Hi i created solution by office word and copy /paste to solution segment,but after save and public it for requester, alignment of contents does not view as in word office ,therefore my solution contents see in uncomfortable view. now i would like to know which editor use to have best view of content in solution segment. Regards, Mahdi
Indicators on Request Screen to show requests/incidents with related Change or Problem
It would be useful to have an indicator (maybe a couple of icons?) on the reqest screen (both the request list and also detail screens) to show if a request is part of a change or problem (maybe project as well now?). Currently the only way you have of seeing if a call is currently poart of a project or change is to open it up and look in "Actions". This would speed up reviews of calls by knowing which calls are stand-alone and which are part of a larger piece of work. Thanks, Brett Bridger St
Approval History on multiple approvals
It would be nice to have an approval history for each time a request for approval is sent. Example if I am sent a approval for an item like a change and there is an issue with the change, time is incorrect or something else that would make me reject the change, it would be nice to keep that notice of the rejection and the comments in the change approval history. If the person who created the change then corrects the items in question and resubmits the change for approval then the comments should
WMI - Scanning Windows 8
We have some problems scanning Dell Inspiron 14z laptops that are installed with Windows 8 Home in Manage Engine SDP. The workflow is as follows: · Format laptop and reinstall Windows 8 Home (To get rid of bloatware from the supplier). · Installing device drivers, configuring local accounts etc., just like a normal Windows installation · Install some local software, like PDF Creator etc. After finishing the laptop I scan it from SDP on hostname or IP base. Normally I get all
Auto-assing workstation
We have several workstation that we are going to scann. What is the best & quickest way to assign the workstations to users \ Requesters? Other that going manually through every workstation and selectg the state to "In Use" and a user \requester. I remember that there is some kind of feature to auto-assing the last logged in user but could not find the setting. Or info how it works. Regs lakend
Technician Productivity Report
I need help with a reporting issue. I cannot see any simple way to do this. What I am needing is to create a scheduled report that shows (in a single report) the total number of requests, problems, and project tasks that a technician has completed during a give time frame. Can anyone show me what I am missing?
Email forwarding question
Hello, I'd like to know if there is a possibility to achieve following tasks in ME SDP 8.2: 1. I'd like to have a separate email addresses for incoming and outgoing emails. For example, I'd like to send emails from servicedesk@mycompany.pl, but I'd like to recieve requests (from clients) on, for example, ticket@mycompany.pl. I don't know if this is clear, so let me explain: Client is sending a request on "ticket@...", a technician replies from the system application (servicedesk@...) and when customer
Technicians Cannot See Requesters
Hi, I did search the forum and couldn't find an existing post that described my problem. We have SD 8.1 and have been using it for approx. 1 year now. Originally it was set up by a colleague, but the task has fallen to me of late to administer the system. That means I'm not an expert in it, but from what I've seen it's simple enough so I'll muddle through as best I can. When it was originally configured, a group of technician accounts were created (manually). They were added to a custom role (Helpdesk).
System Generated Request I.D.'s
Hi, Is there anyway to stop the system generating request i.d.'s withing existing requests, from an auditing perspective it is not helpful when there are apparently missing tickets when selecting all tickets. I know how to locate these tickets and that the system is generating them, but this does not assist the customer form an auditing perspective.
SD+ Win 2012 and MSSQL2012 Compatibility
Hi, Is SD+ supported on Server 2012 and MSSQL 2012? Thanks, dol
Two unrelated problems
Hi, One of my IT users is reporting two separate problems with ServiceDesk Plus (8208). Firstly when she replies to calls the reply is pre-filled with HTML (fonts, images, text from the thread). I have tested this myself, when I log in and reply to the same request HTML appears but then immediately disappears. Secondly, this particular user is logging time against each call but this is not showing in the daily or weekly reports that we run. I can only assume this is because some calls are not resolved
Open requests past dueby date not being flagged overdue
Hi, Open requests that are past their dueby date not being flagged as overdue. See attachments...
Technician Space enhancement
Add Announcement notification to the Technician Space added in 8209. It will make them more visible.
Error During Backup
I receive an error during backup. This is causing me not to be able to upgrade Here is the what I receive: Starting.... Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rootDir :: .. Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: netutilsData :: {RELEASE={version=8.0.0}, BUILD={number=8027}} Aug 13, 2013 8:37:03 AM com.adventnet.servicedesk.server.utils.SDDataManager <in it> INFO: rebrandData :: {OPMANAGER={name=OpManager},
Requests randomly deleted
Hello, We have had a few requests recently being randomly deleted when technicians are working on them. Once technician was writing a reply and clicked 'Send' on to be told that the request had been successfully deleted. After checking the logs it does state that the technician deleted the call but he had not. There have also been a number of other occurrences of this with technicians completing other things. We have not been able to replicate this and have no system logs from when this
permit create solution by technician
Hi I would like know how can I permit to technician to create own solution in ServiceDesl Plus, which role must be assign to technician that enable to do this. Regards, Mahdi
SDP Email Commands don't filter body
Using the email commands @@SDP@@, @@Operation=AddRequest@@, etc... The @@SDP@@ is removed from the Subject, but all the commands in the message description stay. This is really ugly in the incident description. The commands are parsed fine. I just wish they would be stripped from the description like the subject is.
Email template for Announcements
I would like to start using the Announcement feature to send/create announcements letting our users know when a change is being implemented. Currently our process is to send an email to a distribution group letting them know that a change is about to start, and then send another email when the change has been completed. We currently do this using email but I would like to move away from that and just use ManageEngine as all the information is there already and I don't want to have to copy and paste
Close Problem and Resolve Associated Incidents
Hi Is it possible to setup problem management to resolve associated incidents rather than closing? We allow the requesters to close a resolved incident or autoclose after 7 days so do not want the Problem management to close the associated incident/s. I can only see the option to close in the admin section. Regards Mike
Email command templates not Working.
I'm trying to Create new tickets using the email command function. It actually creates the ticket and populates the Template field properly. The problem is that it doesn't create any of the tasks associated with the template. Here is what the actual email looks like: msg.To = desk@test.com msg.From = techguy@test msg.Subject = @SDP@New user request: msg.Body = @@REQUESTTEMPLATE=New Employee@@ @@ACCOUNT=helpdesk@@
SDP stop mail fetching when ServiceDesk email receives Kaspersky Report
Hi, We get daily Kaspersky Anti-Virus Reports sent to our ServiceDesk email at 9am. SDP fetches email from this ServiceDesk email address. The Kaspersky Reports do not have a "sent from" email address. Ever since upgrading SDP to build 8210, the Mail Fetching constantly stops when we receive an email from Kaspersky. This is presumably because there is no "sent from" email address however this has never been a problem in the last builds. The temporary solution is to delete the Kaspersky email
Locked myself out
Afternoon, I am using the Service desk application and it gets the users from AD, i was using the builtin administrator account and after it imported the domain admin account i can no longer logon as the administrator and have lost all the admin features, is there an easy way to either remove the domain admin account from the database or promote it to a tech? or do i need to uninstall and reinstall?
How to use special characters in REPLY_REQUEST in INPUT_DATA description value?
Hi I need to send an email via the REST API using REPLY_REQUEST my description must be such that: (<zs id="1" opis="test"> </ zs>) like the xml format? In the application under discussion is OK, but sent email is empty. So how do you send emai by RESTAPI where the value of description is: (<zs id="1" opis="test"> </ zs>) Regards, Pawel
Cannot run program MSRA
Recently I have been encountering the following error when I try to use remote assistance on a users PC. Cannot run program "msra.exe": CreateProcess error=740, The requested operation requires elevation I was previously able to do this and I can still do this outside of ServiceDesk by typing in msra.exe /offerra <devicename> in to the command line but I am unable to do it within ServiceDesk. I am currently running 8125 and am an administrator within ServiceDesk and also a local admin on my workstation.
ServiceDesk Plus is not working with MySQL 5.1.50
Hello, could you tell me please why I'm having problems with running the app? The screen shot is attached. Looking forward to hearing from you. Thanks. Michael
Deleting assets associated to a PO
I created a PO for IBM Webserver software. IBM licences this software with a 'unit' cost that is based on the processor model, number of cores, number of processors. So I am licensing 6 servers, 140 units each, for a total of 840 units. I entered 840 quantity in the PO, at the per unit cost. Then when I received the items, it created 840 individual licenses in my software inventory. Now I cannot delete either the PO or the assets, as they are associated with each other. How can I unravel this mess
After fresh installation I can't login as "administrator/administrator".
Hey, I installed ME ServiceDesk Plus 8.2 on my external MySQL database, but after I'm trying to log in on the localhost:8080, the "administrator/administrator" or even "guest/guest" doesn't work. Can you help me, please? Thank you. Kind regards.
Some help with a large monthly report.
Hi I understand this is going to be a large report, but I have not got the experience with queries enough to produce and was hoping this community would be able to help. We use SDP across 4 companies (Regions) and each company has seperate branches (Sites). I have 4 engineers (Technicians) and we need to produce a Timespent report for the previous month by Region, by Site, by Technician to cross charge these companies. The details need to be pulled from any of the worklogs available: Incidents, Requests,
Software Manufacturers
Hello Some questions about manufacturer list, how can I delete the manufacturers that don't have software associated? I am using the latest version of SDP, and I am having a problem with "Manufacturers" (mandatory field). These are recognized when a workstation is scanned and automatically added to the database. But it turns out that software manufacturers not always use a standard name, so you will end up with, If I change/edit the name of the manufacturer from the scanned software information
How to add attachment to email notification by API or RESTAPI?
How to add attachment to email notification by API or RESTAPI? Regards, Paweł
Servlet API - can you add a Software Licence record?
I see the documentation for the SDP API shows that one of the actions is "Add Asset" but is it possible to also "Add Software Licence" records through the API?
Assigning a call
Is it possible to track what user assigned a request to a technichian? Thanks Mairead
Track who assigned a call
Is it possible to track what user/technician assigned a call? Thanks
Problem Ticket
Hi Guys, Just wondering how you manage problem tickets. Specifically Due by date. Due to govt regulations we are required to close Problem tickets within 5 days. Had a look at this but couldnt find anything that could automate this. Also sad to say calling the help desk number wasnt much of a help. Just thought i'd see if any of you have had faced similar issues and what workarounds have you come up with. Appreciate any help I can get. Thanks J
Service Desk Plus integration with Lotus Notes Domino
How can I integrate Service Desk Plus with Lotus Notes development envoronment? any one can help please...
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