Export Asset Inventory
Hello: I would like to export my inventory so that I can delete it from Service Desk Asset manager and start new. Is this possible? Thanks.
Asset Management - Cleaning Up
Good Morning: Currently tasked with cleaning up and renewing our Assets within Manage Engine. Our Asset scans stopped in October 2012. Many assets in our current asset inventory have been replaced with new assets, so my plan is to delete our current asset list and start fresh, but before I do that I have a few questions as follows: 1. If we delete and asset what happens to the service request associated with the asset? Or If I dispose the asset what happens to the service request associated
Approval for Tasks
Another feature I would like to see and I think would be handy. Is approval for tasks. Specific task doesn't get assigned unless approval request has been approved.
Participate in our ITIL survey!
Help us understand your business needs better by participating in our ITIL survey. https://survey.zohopublic.com/zs/DsBf4M Thanks, K. Andrew Navin SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
time elapsed reason
hello i need a report showing request ID created time requester subject urgency technician request status reason for time elapsed (comments, approval, stop timer reason) please note that i want this report for requests that have time elapsed greater that 5 days thank you very much
Upgrading from Standard to Enterprise
Hello everyone, My company is merging with another. We currently use Service Desk Plus Standard 8.2. We purchased the Enterprise Edition for our new combined IT Department (they use a totally different solution). We would like to install the Enterprise on a new server and keep it out of production until we get all the workflows, templates, etc, set up and then put our existing Standard data in it via a database restore. (I'm assuming it would be legal to have the two installs running concurrently,
Automatically assign requests to specific technician and category through business role
Hi I was wondering how to you auto assign requests to a specifc technician. I tried doing this through the Business Rules. Every time a user gets locked out or we do a manual password reset, we log a service request for it. People can email our helpdesk and a new request will be created. I want to do the following: Business Rule: Define rule: When a new requests arrives, subject contains "Unlock user" and that will also contain a user's name for example "Benny Unlock User" Perform these actions,
Installing SQL Server
Hi, Please, I not sure if I have to install de SQL Server on my computer do make de Manage Engine work. If I have to, I'm having troubles on installing it, can anyone confirm this information for me? And give me a direction?
More domains after import csvfile for assets
After importing a CSV file with assetinformation we have more than one domain to logon to with unusable names like CZC3236M2M in stead of only UZA Can you give me a query to run to cleanup this in the database?
receiving IT asset items on PO
On my purchase orders, Service Desk is preventing me from receiving items, if those items are an IT Asset. I get the following error message. "Failed to receive 1 items(s) as the Max Number of IT Assets exceeds the license!!!" Why am I getting this error message? On POs where I have a mix of non-IT assets, consumables, and IT assets, SvcDesk lets me receive all items except the IT asset items. On POs that contain only IT asset items, I am not able to receive any items.
Is there a LOG entry made when a request is deleted?
I understand that when a request is deleted, it is deleted ENTIRELY from the DB -- but is there a log history of the deleted request? It would be helpful to know WHEN it was deleted and by WHO, even if we can't recover the request itself. If there is a table I can query, that would be great. Thanks. jg
Add change status on Mail to Requester form
I propose adding an option to the Mail to Requester pop-up page that would enable changing the status from the same screen. Many times when replying to a requester we need additional information that should stop the timer on the request. Adding a checkbox or dropdown menu to the same screen to change the status would save a couple of clicks. If using a checkbox (my preferred method) the specific status could be set from the Admin>Self-Service Portal Settings similar to the "While a request is waiting
New site issue
Hi I have created a new SITE and using it well i am created template , groups and other categories and sub categories. I want to know that when i am creating another site , i need new groups and categroips information. But i dont want to template to use again , i need new site with new template for that site users. but when i created a new site and add user to that site, all 2nd site user are able to see the old site templates , but i dont need that. Please guide and help me Regards MAJ
Tasks in a request
We are trying Service Desk and we would like to know if is possible to close a request when the tasks of this request are completed?
Report pdf
Good afternoon! When exporting the report to pdf fonts aren't displayed.
Request Status Filter Dropdown
I have created several new request status types and how do you get them to show in the filter drop down, there all type open.
Approval log in approval link
Hi, As per our process certain requests require approvals from several departments with final approval going to senior manager, who is constantly on a move and checking requests via BlackBerry. When an approval request link is being received by approving parties, it opens basic information, especially there is no approval history or log included. Is it possible to somehow include approval history without going into the system and checking by opening full request? Reason for this change is that
disable default incident template and use a drop down menu instead
Hello We are currently running service desk plus v8. Would that be possible to completely disable the default incident template and force users to use a drop down option? We also want to remove the button under requests tab to create a new incident. Very much appreciated.
Custom Report - Breakdown of number of notes
Hi, New to doing custom reports. I have tried to find a report here which will allow me to see the number of notes my IT techs are putting on their tickets for each month. I am unsure if this can be achieved with this product. My aim here is to firstly find any incidents which do not have any notes but also find incidents with minimal documentation (notes). Below is a table of what I am trying to produce. I use mysql, I am happy to provide clarification if there is any confusion thanks, Daniel
I think I have broken service desk plus, is it possible to reconnect attachment folders to new server install without a full restore
I have upgraded SDP to latest version and all users have logged back in and started using SDP but using a test front end by mistake I now have a functioning system but when I click on attachments in the various modules they cannot be found, is there a way to re associate the attachments I have all the attachments in a zip file and have recreated the correct file structure under the bin\attachments folder Please help a desperate Techy
Impossible to retrieve API Key from SDP 8.2 - Free edition
Hi all, I installed SDP 8.2 and it works perfectly. I want to improve my knowledge and i'm interested to use the REST API for automating tickets management. I need a technician key but when i try to associate a connection to a technician user a message is raised, indicating that it's not possible. I figure it's because the free edition is limited to one technician. When i check the administrator account, this account is configured to be associated with a connection but i'm not able to regenerate
I was unable to install the ServiceDesk Plus appropriately
I have installed it on Win7 and WinXP. Run the application C: \ ManageEngine \ ServiceDesk \ bin> run.bat and all services up correctly on both OS When I try to open the application in IE http://localhost:8080 not show any information. Run the application of C: \ ManageEngine \ ServiceDesk \ bin> changedbserver.bat and can connect successfully to the database in SQL Express 2008 R2. To others when trying to enter from the desktop icon the program is loaded into "Server Application layer .........................................................."
Custom software asset cost report
Hello, I have begun entering all of our software license information into the asset - software - software license section. I would like to be able to pull a report in say January that shows the total cost for all licenses that need to be renewed that year, and then a monthly report that shows which specific software is up for renewal the next month. I have combed the custom reports (cmdb modules) and I can not figure out how to do this. Has anyone done anything similar? thank you!
API for search request / ticket
Hi Everyone, I want to know if there exist an API for search request / ticket. From my application i want to search for existing request / ticket. Thanks
Feature Request - Problem ticket assignment to support groups.
Is there a way in a problem ticket, to assign the problem to a support group? We are looking for this ability, as well as automating the routing of specific problems to specific support groups. Thanks.
Asset - Additional Fields not showing
How do I get my newly created Asset - Additional Fields to appear when adding a new Product? Also, how can I make the required?
Custom Variables
Hi Is it possible to create custom variables in ME Service Desk? For the Business Rules email template, I would like to add the status field and the work log entries, so they are sent when a business rule is activated and an email sent. Sam
Ability to link Purchase Orders to Requests
We have a need to be able to create Requests of type "Project". These are generally not to resolve issues but to purchase a new PC, buy some new software, implement a new Internet router at a customer site etc. From the description you can see that we would need to purchase kit for these "Projects", which would need to be assigned to the Request so we know who to charge. In SD+ this could be implemented by allowing a link between purchase order(s) and Requests. This could just be a simple hyperlink
Problemas with task and timespend
Hi all, I have a small problem with the task, when i create a task and then put in the work log the time spend in the task. when i go to the reports to see total time used in this day i cant see the time spend, but i can see the time of the incident, any have the solution? Sorry for my english, and thanks for advance.
Dashboard chart is blank
Since upgrading to 8.205, the upper left-most chart on our dashboard contains no data. I believe this chart displays trends by Technician, Category, Level, Priority or Mode. Is there a query I can run to reset this? Thanks
Incident Template
I just installed ServiceDesk Plus, and am configuring. I wish to modify the default incident template to include the "Due By Date" which is already in the database. However it does not appear in the Drag-and-drop section to the left of the canvas. How can I add this field to the template? Thanks.
PO Attachements not opening/downloading
Users are getting a blank screen (no error messages or HTTP status errors) when trying to open attachments in the PO approval page (the link in the email notification that gets sent after hitting Submit for Approval). same behavior on both Firefox 21.0 and IE 8.
ServiceDesk Install - Failed To Start Server
I'm attempting to evaluate the product, but I can't get it to start following installation. I've looked through the forums and ran run.bat. Here is the output: C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
A link between Change requests and Purchase Orders
Hi. We are thinking of using Change requests as what we deem 'Projects'. This would include time spent building new PCs, Office moves etc. However, we currently cannot link purchases made for the Change (the PC hardware in the previous example) to the Change itself without manually creating a field. It would be great to have a feature whereby POs can be associated with Changes as this would make our charging/invoicing much more practical. Obviously, some reporting features to allow us to list POs
Approval Templates
I would like to see approval templates added. We are using approval for various things and it would be nice if we could adjust the notification to reflect the scenario instead of manually having to type it in every time.
Online sign up of notifications
One feature that would be great, would be to give the users the ability to sign up for notifications via the online portal. This way, when a manager of a business area wants to be notified when a specific system generates a Problem ticket, they can manage their notifications online and be sent emails when there is an issue.
Task Dependencies Not Working
On a request, if you set task dependencies for tasks, rather than requiring that task 1 be done before task 2 and so forth, notifications go out for all tasks and they can be completed in any order.
PO approval link and View PO link not working
Approvers get an error message saying You cannot Approve this PO, when clicking the approval link in the PO Approval notification. But when they go to their Home Tab under My Approvals, they can find the PO and Take Action without issues and can Approve or Reject via the Actions drop down options in the PO itself. Also, the link that allows you to view the PO after it's been approved or rejected displays a blank page.
Requester Fields not updated with AD Sync
It appears when I update some user fields for example Job Title or Department and do an Active Directory Synchronization the user fields are not updated. It sees the data that was there at the first synchronization. Anyone faced this issue or have a fix for it
Version Migration
Is it possible to migrate from build 8110 directly to 8201? Thanks
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