Add workstation to site
hi every one... I create site and assign technician to the site. I want that technician can add workstation to their site... Could you please help me!
Unable to retrieve technician API key with the Free edition
Hi all, I installed SDP 8.2 and it's working perfectly ! I would like to improve my knowledge and to test the REST API provided OOTB. I tried to generate an API key but just by trying to associate a technician with a connection an error message is displayed. This message indicates that i can not add another connection as it's a free edition. An existing connection is already existing. That's true, it's the one associated to the administrator account. But when i check this account i don't see a way
Requester reply
Hi, I have an issue with my ServiceDesk, I have the following notification rule ticked: Alert(or Notify) technician by e-mail when there is a new reply from the requester. However, I do not receive email notifications when a requester replies to us. I have email notifications set up for new jobs, contract expiry etc.. and they all work ok, just this one rule doesnt seem to work. 8.2.0 Build 8205, However this feature hasn't worked for a long time, through multiple upgrades. Thanks!
Asset Name field
Is it possible to change the field that an asset will name as the "key" field. How are others adding inventory. If we have 10 of the same products does it make sence to make the "asset name" field the key and not allow duplicates? Doesn't it make sence to tie that to the barcode field, or the asset tag field? Thanks Mike
Purchase Order Notification
Dear Support, Can we send a notification to specific technician when the purchase order is approved. Regards, Samer
Prevent backdating
Is it possible to prevent users from backdating tasks and work logs? Thanks, C
Assign to a different Technician with a note
I've searched everywhere in the forums but I can't find this info. Basically, I want to assign to a new Technician but I also want to pass on some info to him/her or state an action to take - I may have completed some work on the call but I need another technician to finish it off e.g "New user setup in AD - Please add to CRM" Any help much appreciated. Vaughan
Remote agent
Am I able to connect to a laptop remotely even if it is outside the work network, such as someone working from home.
Update on Feature ID....
Hi could someone let me know the current status of Feature ID SDF-21492 Thanks
Convert Incident template to Service Request template
We're using SDP Enterprise v8200. Is it possible to convert an Incident template to a Service Request template? When I tried to create a new Service Request, I noticed none of our incident fields were available to drag into the template. Thanks!
Is there a template for forwarding solutions?
Hi, when forwarding a solution, is there a template like forwarding a request? Right now, just the text is copied to the email body and the title ist copied to the email subject. We would like to add information about who forwarded the solution and maybe some additional info. Am i just too blind to find this option or is there really none? Regards, Thomas
Can we disallow requester to view the archived request in Self-service Portal?
Can we disallow requester to view the archived request in Self-service Portal?
Changed port from 8080 but email and reports still generate :8080
We changed the port from 8080; however, I need to determine how to change the automatically generated hyperlinks in the reports and HelpDesk generated requests. Can anybody help with this? Thank You in advance.
Service desk not sending notification
Hi iam using service desk plus build 8207 the problem is service desk is not sending notifications but it is reciving please help
Service Catalog Issue
Good afternoon, I am an SD Admin in ServiceDesk Plus, and I have created a whole bunch of service catalogs and request templates. However, the users can't see them. Even the administrator cannot see them, only me. Is there a way I can get all users to see these without me having to log on as administrator and do all the work again? Thanks.
Reports not reporting all data
Hello, We have a report to show open requests far a particular sub-category. However, since upgrading to build 8205 the report is failing to show this data. If I create a custom request filter for the sub-category I can see the requests but they will not show up in the report. I have also tried to re-create the report but that does not work. Thanks
CAL tracking, assignments and reports
Hi I think that it is an issue with manually added licences like Windows Server CAL. When I assign it from software licence level (Assets -> Software -> Software Licenses) but Client Access Licence type) - this relation is not visible from machine relations. from the other site : But When I assign that license from device level (add relationsship - > runs software) it is NOT visible as installed on license level. And of couse report named CAL Purchased vs Installed is not OK. How can we tracking
Error while installing ServiceDesk Service
Trying to install SD+ 7. But I keep getting the error message Error while installing ServiceDesk Service Under services, I don't see a service desk + service, so I have no idea where to begin to solve this problem. Keivn
Technician details
MSSQL query to get the Technician details. SELECT AaaUser.FIRST_NAME "User NAme",AaaContactInfo.EMAILID "Email", AaaContactInfo.LANDLINE "Phone", SDUser.EMPLOYEEID "Employee ID",SDUser.JOBTITLE "Job Title",AaaLogin.NAME "Login Name", dept.DEPTNAME "Department", sdo.NAME "Site",AaaLogin.DOMAINNAME "Domain Name", (SELECT STUFF((SELECT AaaRole.NAME + CHAR(10) FROM AaaRole LEFT JOIN AaaRoleToCategory ON AaaRole.ROLE_ID=AaaRoleToCategory.ROLE_ID LEFT JOIN AaaAuthorizedRole ON AaaRole.ROLE_ID=AaaAuthorizedRole.ROLE_ID
Question for mail fetching.
I made the setting for SDP mail fetching but it did not work. Currently, mail itself works in Microsoft Outlook but does not work in SDP mail fetching. 110 port is opened but ping is unable. Do I have to open the ping too? Thank you in advance. Sangchul Jung. Telemant.
Report On Task Based On Group.
Hi There, I got a query from this forum that allows me to report on Tasks associated with a Request. The report includes the Request Local (Site Id) but I would also like to include the Task Owner Group. Is this possible? Many thanks!
Query/report on assets and agent
Dear Support, Can I please have a query compatible with build 8123 and MSSQL for the following information from the asset module: Only for the assets with the Servicedesk agent installed Required columns are: hostname, last date scanned, agent version, username, department, site. IP address Many thanks, Dean
dummylistview
I've had 2 technicians report a problem where they get a popup from time to time: They were getting this on build 8200. I upgraded to 8207 last night and I got this message for the first time. All users reporting this are technicians using IE9 or IE10.
Conflicting ManageEngine E-mail IDs (ServiceDesk Plus / SupportCenter)
We've been using ServiceDesk Plus for some time & recently another group has gone live with SupportCenter Plus within the business. When replying / forwarding e-mails the tickets are getting mixed due to the "##<request ID>##" format of the e-mails between systems. Old tickets are being re-opened & replies merged between the two which is not ideal! Is there anyway to change the base template / format for one system to prevent this or any other options?
Invalid License File
When I want to start service ServiceDesk Plus with run.bat file that prompt me "Invalid License File - Error Code 492" Before That I used Trial License. what should we do?
Service Catalog sub catalog
Dear support, Can I creat sub catalog in Service catalog ? Thanks and Best Regards,
How to import inventory data in Service Desk Plus?
I want to importa data inventory in Service Desk Plus. How can I create a CSV file
Adding User defined fields into new Incident Template (Requester Details)
Hello, We would like to display a user defined field that we have setup pulling from AD called (Employee ID) in tickets under the Requester Details area. As shown Below in Figure 1 (Figure 1) We are able to see the information if we click on the edit User details button and then search fro the user. As shown in Figure 2 and 3 (Figure 2) (Figure 3) But as stated above we would like this to show in the ticket just as Contact number and Department do. Regards, Stuart
Can't approve the solution
Hi! We have a problem - we can't approve the solutions. Steps to reproduce: go to "Solutions" choose the solution that you want to approve choose "approve solution" write a comment click approve - nothing happens. SD version: 8206 We've tried different browsers: IE, Firefox, Opera.
Custom report crashes and cannot be edited
I have a Custom Report MTL- request By Requester, last month and it crashes when i try to run it. It also produces the same error when I click on Edit so I cannot do anything with it I suspect it is because the name has a comma in it. How do I delete the report Here is the error java.lang.NullPointerException at com.adventnet.servicedesk.reports.utils.ReportUtil.getReportQuery(ReportUtil.java:4921) at com.adventnet.servicedesk.reports.utils.CoreReportDesigner.editQReport(CoreReportDesigner.java:420)
Delete Requesters with Active Directory Synchronization
Is there a way to have user accounts that have been deleted from Active Direcoty automatically deleted from the Service Desk requesters when synchronization occurs? I have realized old requesters that have been deleted from ActiveDirectory are still present in the requesters lists
Move to new SQL server with archived data
We would like to move the database from our current SQL server to a newer SQL server. I found this article posted 2 years ago https://forums.manageengine.com/topic/move-from-one-sql-server-to-another-sql-server Is it still valid? What about archived requests? Where are those requests stored? Are they in a seperate database or just different tables or something within my live database? TIA Craig
Service Catalog - Items deleted
I am drafting some new service catalog items under a new category but have encountered some problems. I created a new service category and added a service to it. After customizing everything on the form designer, work flow, and requester view I opened a new window to verify that it had been properly added, which it had. I then navigated back into the service item and pressed "Copy Template" thinking that it would create an exact copy in the same service area with a name such as "Original
ServiceDesk Plus 8207 Released
Dear Users, Hotfix 8207 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8207 SD-50809 : The certificates used for signing the add-ons for Remote Control are expired. SD-50768 : Unnecessary shortcut created in desktop while taking Remote Control of a machine through agent. SD-50969 : Issues while upgrading from 8202 to higher versions - a) Due to inappropriate data in DynamicTables table,
I NEED TO DELETE REPORT IN FOLDER
I have created a folder where I out specific reports, now how do I stop another person to save their reports in my folder and how do I delete the ones that have been saved already.
Email Not sending
Hi All, Was wondering when a ticket request for someone@gmail.com or external email addresss, does any body have an issue that email gets stuck in queue only happens when sent from service desk. as if you send email through outlook sends right away. Using exchange 2003. Any idea would be great. Regards Keith
TIckets are not SLA'ing
upgraded to build 8202 and while we are getting SLA warning emails, the tickets are not actually SLAing when they pass the due time... no flag, etc. Is anyone else having this? I have restarted the ticket system and that did not resolve the issue.... any ideas?
Custom E-mail Template
To whom it may concern, Is there a line item on the RoadMap for creating custom Email Templates based on a set of criteria? We would like to explore the possibility of creating custom notification rules for any internal 'additional fields' we have created. Thanks, Dan
Migrate from Service Desk 7.6 to Service Desk 8.0
Hi There, i have currently Server running Service Desk 7.6, we plan to make a new fresh installation on a new server for Service Desk 8.0 and make a backup of the "Service Desk 7.6 Server" Database and restore it to "Service Desk 8.0 Server", i found the option to backup the database & attachment. but i doudn't find the option to restore it into the other server, how can i do that ?
Change Recommendation History
Hi, Where can I find the log indicating the Change Recommendations (from CAB member) and Approvals (by Change Managers)? It seem that the History only logs the changes in CAB -group members. The important thing here, would be to record the actual Recommendations and Approvals made. Especially as CAB member seem to be able to change their recommendation any time. Actually, anyone with the Approval link can change the Approval. Can I run a report etc. from somewhere to view the log containing
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