SDF-50412 not working
Good day, Two days ago I updated SDP to 8.2 Build 8203 and DC to Build No: 80241, but nothing has appeared in either assists or CMDB in either "Smart Phone" or "Tablet".... I have 25 devices enrolled in MDM in DC. How long should it take to replicate this information DC --> SDP ? is there a way to force the replication? SDF-50412 : Mobile Devices (IPhone and IPad) once scanned through ManageEngine DesktopCentral can be pushed to ServiceDesk Plus and these devices would be added as assets in SDP
Timespent report - with XLS friendly Time Elapsed field
Hi team Wondering if you could provide me a report which performs the following query, but makes the Time Spent column a number which is more friendly in Xls? Currently, the format 00:00:00 does not calculate in pivot tables (because it sees it as text). Changes to the cell format in XLS have not been successful. SELECT mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME "Technician",pd.PRIORITYNAME
Stupid search question....
Where is the box that Requestors can search for content within their Tickets (Not the Solutions KB)?
Does anybody have performance issues when using Service Desk with Internet Explorer?
Just wondering if anybody has encountered any performance issues when using Service Desk Plus with Internet Explorer? I am evaluating the product at the moment but have heard this can be an issue and that the product works better with Chrome. IE is our standard browser, here so would prefer to continue using it. Any feedback appreciated?
Change default incident template for email created requests
Hi! We are in dire need of being able to use different templates depending on which emailadress is used for contacting SD. Is there a way to solve this, every email converted into a request uses the defautl template we would really need to change this. Ideas anyone? Regards, Jonathan
Task assignment
Hi! Is it possible to assign tasks to non techs? We have a situation where quite a number of people would need to performa minor tasks in requests. Do they really need a tech licence? regards, Jonathan
Couldn't upgrade from 8202 to 8204
Couldn't upgrade from 8202 to 8204, had to restore AGAIN. Will submit update logs when I get time. Just a warning to others.
Insert timestamp bigint column
hello, I want to insert from sqlserver database culmination date of the application, but can not convert from date to bigint.
Backup job stops running
We're using 8200 Enterprise on Server 2008 R2. We've noticed this on several occassions, but the backup job will just stop working. We noticed today our last backup occurred on May 6, and the next scheduled time was May 7. However, the backup job never ran and hasn't since May 6. We configured an email address on a failure, but we haven't received any emails. What causes this? We had this happen on a few occasions when we were using 8.1. I appreciate any help/feedback on this.
Remove "ROBO - PASSWORD_RESET" template
Hello, I am unable to remove the "ROBO - PASSWORD_RESET" template from my SD+ as it is greyed out. We have not purchased this, how can I remove the template? Thanks, Mike
How does the security work for technicians viewing additional asset attributes?
Under Admin>Asset Management>Configuration Item Types>Printer (for example) I've added a few additional attribute fields such as firmware version, last maintenance date, etc. I'm having a tough time figuring out how my technicians can view and/or edit the information stored in these fields. SDP support has advised (ID #6821566) this cannot be done unless the technicians have both full control for Assets and the EnableCMDB role. To me this sounds as though it is simply a workaround and of course does
Report range time ( between hours )
Hi, I´m 'rookie' in this aplication. My company are looking for a report to show number of request by range time ( We work in shifts ) Information about number of request by range time, month and year....somethig like this: Year Hour 2013___00:00-07:00_07:00-15:00__15:00-23:00____________________ Febrary_____73_________65________ 89_____ January_____54_________56_________65__- 2012 December___56__________654_______67____________ Can someone help us. Thank you
Reports folders
Dear Support, I would like to know if there is any possible way to remove a report folder from the Manage Folder view ?? Thanks.
Email Template
I have setup templates for Replying to a Request and Forwarding a Request. This works great when in a Request, one selects Reply >> Reply or Forward the Request. The issue we have is when you Reply or Forward an email in the Requester Conversation, it strips the original email and replaces it with the template. Is there any way around this so it keeps the original email body and subject? Thank you
Change: Notify will link to blank page
Hello, If I send a notification from a Change (General -tab), the target person will get the mail with an URL -path. For some reason it's not a link, but you can copy it to browser address. The problem is that when a reqular user browses to that URL and logs into SDP, the page is blank. Same thing if the user is a CAB Member. If the URL is used with a user account with SDP Tech. rights, SDP will open the correct Change. The documentation states that Change Notification can be sent to "any
New project - add user groups instead of individual members?
Hi, When setting up a new project I am currently filtering by IT Department then selecting the members required, is it possible to add a single group of users? Thanks James
Backup problem
Hi Service Desk Employee. When you create a backup of an error. How to fix it? E:\>cd E:\ServiceDesk\bin E:\ServiceDesk\bin>backUpData.bat Starting.... May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to set the standAlone param as : true May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to reset rootDir using server.dir May 18, 2013 1:38:30 AM com.adventnet.servicedesk.server.utils.SDDataManager
User Groups - Department Heads
Hello, Is it possible to create a user group that only contains Department Heads? Thank you, Ben Bowman Peoples State Bank
Send reminder or message to Task owner while viewing the task from my assigned Request
Hi there, When I open my assigned Request to review the Tasks from the Tasks view, it would be much convenient if I could send reminder or message to the task owner by clicking a button next to the task and later on I can trace the communications with the owner using another button. Thanks in advance for your consideration. Have a nice day. Ivan
Assets: Servers and iLO management port
We are using HP Servers and each server has an embedded management port "iLO". SDP doesn't seem to regard this in any way. Few issues came to mind straight away: 1. There is no place for iLO IP-address in Server -details 2. The Network scans doesn't recognice iLO port and collect any information about it or the server. 3. The Network scans identifies the iLO port as a seperate Server (or workstation) rather than a port in particular server. No details are collected. 4. How can I link the Server
Build 8201
Hi All, Where can I find the build 8201? I already have the 8.2.0 version installed, but I can't install the 8203 build. Thanks a lot!
Cannot display the "Region" associated to a request
Hi all, ManageEngine SDP 8.1.0 Enterprise Registered. When selecting the "Region" column to display on the requests view, there is no value; empty field. When running a report with the same criteria, the "Region" is correctly filled/displayed. We would like to be able to use one support group for several regions, but to dedicate views. For instance "EUROPE HelpDEsk" Group, with regions "Southern Europe", "Northern Europe", "Central Europe" ... Please advise, Many thanks, Kind Regards, Andrei
Request for asset report - scanning agent and specified software
Dear Support, Can I please have a query compatible with build 8123 and MSSQL as follows: Specified software (eg Mozilla Firefox) of my choice installed on Assets with a SD scanning agent and last scanned time. Columns required: Hostname, User, Department, Site, Software (eg Firefox), Software Version (eg 20.0.1), Last Date Scanned As an example, this is so I can identify which assets are not running the latest version of Firefox, and produce a list relevant to each site/region to request they update
How can i remove content from the Self Service Portal
I am currently enabling the Self service portal and would like to get rid of the the Demo play button and link. I have been unable to find the file that publishes this to the site. Is anyone able to advise me how to remove this or the file location?? Many thanks
Can a report be generated on the Solutions?
Hi there, I was wanting to know if it possible to create a report on the Solutions made in ServiceDesk plus? If so could anyone give tell me how to do so? Thanks.
Possibility for add attachments into notifications
Greetings. Some of our customers are asking for a possibility for add the attachments of a request into the notifications. For example, if a new request with attachment is assigned to a technician, the notification that the technician recieve, he would be able to recieve the attachments of the request inmediately without enter to the env. for downloading. Does this function is in the SD+ roadmap? Regards.
script scan, agent, and https
Hi there, I remember someone said that script scan doesn't work if SDP is in https mode. Would agent works on https? I haven't tried this but want to know if anyone have any experience with this.
Notify of request Status change or Technician assignment
I would be nice to have the ability to fire off group notifications when a request has it's status changed or when a Technician has been assigned. Is this possible?
Notifications for 'on-hold' service requests
More often than not, when a service request is placed on-hold, the technician will overlook it, and not resolve it in a timely manner. It would be ideal to be able to setup notifications to the technician that a service request has been on hold for so many days (recurring). E.g., notify technician xx number of days that the following service request xx has been on hold xx number of days.
Scanned workstations not getting reconciled
Hi - It appears that workstations are no longer automatically being reconciled when scanned. Our procedure thus far has been to enter the Service Tag for the asset created by the PO. When a workstation with that Service Tag is scanned, the machines were automatically reconciled, but this does not happen now. Is this a known issue or did something else change? Thanks!
Expected release date of ServiceDesk Plus 8.2?
Hi, What is the realistic expected release date of ServiceDesk Plus 8.2 which is available in http://beta.servicedeskplus.com with, project management. ? Thanks,
How do I remove Technician from Technician list?
We have two employees who have recently left. They were listed as Technicians. How do I remove them from the Technician list?
Error manual backup
Hi Service Desk Employee. When creating a backup, we have an error: Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) =============================ERROR = *Communication link failure: java.net.Socke tException, underlying cause: Connection reset ** BEGIN NESTED EXCEPTION ** java.net.SocketException MESSAGE: Connection reset STACKTRACE: java.net.SocketException: Connection reset at java.net.SocketInputStream.read(Unknown Source)
font problem
i got a request in SDP but in a different font so i wasn't able to read it from the software, see attached picture
enabled AD authentication Issue ??
Hello, i've manage engine service desk plus, i've some basic quz this is the first time to use it :) i need to enable active directory authentication, i already enabled AD authentication from wetting tab,, "but user can't logon using AD account" how ever he choose from login page domain mode?? other hand when i'm trying to enable "Enable "Pass-through" Authentication " asking me about computer account and password? what computer name and password and Bind string ? it's confused with me and trying
Approve each Change Status \ phase seperately
Hello, Is it possibly to have Approvals for each Change Status \ Phase seperately? I mean, once the Request For a Change (RFC) is made, CAB Member and Change Manager could Approve (or Reject) e.g. Planning, Implementation, Testing, Release to Production and Completed status\ phase each seperately. Also, will there be a multi-level approvals for Changes? Regards lakend
Notification to Requester on assign / pickup
Hi, is it possible to send notification to customer/requester when technician picks up request? This way customer could receive information about technician working on ticket and know that someone is really working on ticket. This is different than auto-reply notification. Thanks. Vedran
User redundancy
How come every time i try to attach a user to an asset i get user redundancy? This example is with the user "Administrator", but i have several users with more than one user. Ex. one technician.
Can Completed Tasks auto fill work log?
We have just started using the Tasks list and Work Log. If I've entered tasks and marked them complete, is there a way for that to be included in the Work Log without manually entering it? Also, is there a way to add a tab to the request for work log rather that going through the Actions menu or the Tasks tab, which can make it appear that nothing has been done (the tasks tab may have "0" listed because there are no tasks, but there has been work entered in work log.)
Security
We want to use Manage Engine to be a Security Incident reporting tool. We would document any security incidents that occur in our organization like a virus getting in or a password being cracked, etc.. Ideally we'd like the Security Analyst to be the only one able to generate these Security Incident tickets and for the security analyst to be the only one that can view the Security Incident tickets. What is the best way to secure this type of configuration? I've thought of using a site and securing
Next Page