Requester View: Clicking the top category for Service Catalog produce an error
Hi there, As the subject says. I've set the value of the settings below to No: Admin > Self Service Portal Settings > Combine incident and service templates listing for the service In Requester View, when they hover on the Service Catalog shortcut at the top bar, the categories are "clickable", while the Issue Catalog doesn't. Clicking one of the top categories link will produce an error (see below). To prevent confusion to clients, is it possible to disable the "clickable" function? HTTP Status
How to create sub-reports
Hi, Does anyone know how/if you can create new sub-reports for use in a custom summary report?
Email Command REQUESTERE-MAIL not working
I currently have the email command parsing working. I can specify many items including REQUESTTEMPLATE, PRIORITY, etc. But one that doesn't work, an important one, is REQUESTERE-MAIL. My scenario is that I can creating a web page (the web server, email server, and SDP server are all internal, on-premises servers) that takes a request subject and request description and creates an email and sends it to SDP. I am going to create this email object (in C#) and specify the FROM as being a known requester.
Cost Center Codes longer that 24 characters
I can only seem to add in codes that are 24 characters or less. Anything more, is just cut off. Is this a known issue?
Lost template? When use Show Incident / Service Request templates for technician
I believe that this option is available in version 8124 can be improved. If I, as administrator active this option, I no longer see the service template until I add myself to the group which was defined in the "Associate Groups to Template". Another idea is that many technicians are requester too, then I imagined that when activate this option the template stay as "requester mode" for technicians that aren't in the "Associate Groups to Template" because these technicias may need this template as
Receiving requests assigned to another Support Group
Greetings, Here is my situation: Using a business rule, emails sent to ithelpdesk@xyz.com creates a request and placed in group "IT Helpdesk". There are currently 3 people (note: all 3 are SDMINs) in this support group including myself. This seems to work fine. Using another business rule, emails sent to webhelp@xyz.com creates a request and placed in group "Web Helpdesk". There are 3 people in this Web support group and I'm NOT assigned to the "Web Helpdesk" support group. The issue is that
New Worklog Behavior
The new worklog behavior has a lot of potential. The 81xx build behavior would populate the Executed Time with the current date/time if none was submitted. The 8200 build now populates a createdtime field that isn't visible in the UI by default. I have a few issues with this 1- The change now breaks existing reports that rely on the time field. If I don't manually enter something in starttime, then the data won't show up on the reports. createdtime is not always the same as starttime. 2-
Replace Asset (workstation) whilst retaining relationships
Hi, I want to be able to replace an asset in ServiceDesk Plus whilst retaining the previous CI relationships. Specifically: If I swap a users workstation I would like the relationships that applied to the previous workstation (e.g. local printer) to apply to the new one. Is there any way of doing this? Thanks, Hayden
ServiceDesk Plus Remote Control - Log off message and Multi Monitors
Hello, I've done some reading here already, but couldn't find an answer for this first one: 1) Is there a way for the client to receive a message when you disconnect from a remote control session? 2) I've already seen a ME post stating that remote control doesn't support multiple monitors. Would it be possible to have the program switch the client's PC to single monitor mode or something similar? In my testing, remote control is completely unusable in most multi-monitor situations since you
Version 8100
Dear All we need the Servicedesk Version 8100. How can I get this setup? Regards Julia
error while fecthing mail
Hi my service desk was eworking perfectkly untill yesterday, now it cannot fetch emails or send emails, I have checked all settings and user names and is fine, is there a log where I can see the error? Regards
Feature Request for SDP & SDPMSP - Ability to disable Surveys
Hi Support I have had many of my customers ask me to add the ability to withhold surveys from requesters based on criteria like; If a particular CSI is selected All tickets assigned to a particular Group Tickets are escalated to a outside party to be resolved If a request has been survey in the last X number or days (30, 60 90 days etc.) By mode, if an alert triggers a ticket, the server that overheated doesn't need a survey...LOL BIGGEST OF ALL, in MSP BLOCK ALL SURVEYS BY ACCOUNT Alex Bianco
Disappearing Reports
When saving custom reports to be viewed by "Just me(Private Report)", they seem to disappear. I created a report, saved it to a folder and marked it as Just me, but the report is not visible anywhere. Any ideas on why I can't find it? Thanks
MySQL Error "Column count of mysql.db is wrong."
I am getting this error "Column count of mysql.db is wrong." on my MySQL server for the servicedesk plus (the default install that comes with Service Desk) Is there anyway to fix this. I have googled and there are solutions for other MySQL full installs but seems the tools they used to fix arent present in the MySQL server for Servicedesk.
Business Rules & Service Requests
We have a business rule that is firing off after creating incidents requests but not service type requests. Do business rules apply to requests of type "service"?
software licenses asset allocation
Hi, I have a product that we have purchased 600 licenses for, when I add the licenses into the assets so that I have 600 licenses listed that is fine. when I select site A, I see 600 licenses available, if I allocate 15 licenses to the workstations in that site, the available license count drops to 545 correctly. when I select site B, I see 600 licenses available again, not 545. How do I add the licenses so that when I allocate to different sites, it comes off the total number of licenses ?
CI Name without DNS record
I have dozens of devices on my network that are only reporting back only IP addressesd (mostly printers). If I change the CI name to allow my tech staff to better identify the asset and for reporting purposes, future scans all fail as the device does not have a reverse DNS record for that CI name to IP address. Why does scan not use the IP address for scanning? Also, why is SNMP not pulling in all the details of the device? All other asset scanning programs we have used in the past (ScriptLogic,
Problem with description request
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
Enable "Pass-through" Authentication
hi, I was trying to ebnable Enable "Pass-through" Authentication. I configured all the required settings in Active Directory Section a I enabled pass-through authentication but while i logi to a system as a domain user into a computer which is joined yo the domain it required authentication before the servicedesk page appears while i enter the user name and password to goes to the login page of the service desk and i need to lenter the username and password again could you please tell me why is
SNMP Scanning
Hi, SDP is recently implemented in our Windows environment. Scanning of Windows machines is successfully done but only for few which have internal issues. However, I have SAN storage devices (FAS270 & FAS2050) with SNMP enabled. How to scan those devices? Regards, Majid
Unknown type OIDs that are not routers, switches, printers or access point
How do we handle assets scanned that report invalid OIDs that are not of the type routers, switches, printers or access point? We have networked devices such as Environment Monitors, UPC's, Power Strips, etc that are network devices that can communicate via SNMP, but are not of the types available. I am unable to identify the device by OID correction, and without that, scans continually fail on that device. I am on 8.1 build 8127
Initiate scan from command line
Hi, I would like to start a scan using the assetexplorer agent in Servicedesk plus after we deploy software to the workstation. Can someone advise how to kick it off from the commandline ? Thanks in advance Michael.
Software security
Hi, We intend to deploy the tool Helpdesk Manage Engine on a DMZ and open the gate to our customers so that they can see the progress and create a ticket. However, since a web portal involves opening our private network to the outside and therefore security problems. I wonder if the software has been tested for safety or if there are security vulnerabilities. Sincerely,
Email Notifications and Loops
I have two email addresses that the business use to notify us of incidents, depending on what aprt of the business they effect. Servicedesk@ and NOC@ If the business put both addresses in an email then when SDP logs the ticket it sends an autorepsonse with the ticket number, this email then creates another ticket and a loop follows. In the admin tab under notifications, junk notification filter I have added the servicedesk@ and NOC@ addresses as advised by ManageEngine support but the loop continues
HTTPS redirect doesn't work with mobile view
Hi there, This is quite urgent. I followed the instruction to set up redirect from HTTP to HTTPS here: http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl1 The only step I didn't do is step #3. When viewed using mobile devices, it still managed to display the http version. I can, however, browse manually to https when in mobile view. Viewing the site using Firefox on win 7 pc, I can go to port 80 on http://servicedesk.domain.com/mc/ (this is the address displayed on mobile
Business Rules for existing request
I am trying to setup a business rule to email when the Level is changed (e.g. Tier 2 to Tier 3) in an existing request. Can someone please assist?
Resource booking feature
Hi Guys i have just noticed in the next release it mentions resource bookings do you have anymore information reagrding this new feature cheers Adrian
how to record MS Data Center Licenses and assign the Server licenses correctly.
HI, we are running all servers in an VM-Ware environment. For the physical Servers, we have purchases Data Center Licenses, so al Windows Server Licenses of the Virtual machines should be covered. I have linked the virtual servers in the CMDB to the physical servers. Is there a way to let SDP know, that the windows server licenses of the virtual machines are covered? Thanks and kind regards Thomas
Cisco switches and routers
We are on v7 of Service Desk Professional. When conducting a network scan, all of our CISCO routers and switches scan in as unknown workstations. I have specified the correct community string, and our monitoring suite detects them fine using the same string. Any ideas?
Questions regarding reports
Good day, I am new to ManageEngine Service Desk 8.10 Plus. I have been working with the reports module and I often need to edit the dates or add some filters. This does not seem to work for me. Can you point me to some resources that will help me delve into the query reports as well as information that will assist me in editing the canned reports so that I can get the data I need. Thank you
Custom Asset Fields carried over from custom Requestor Fields
One of the cool features of the Asset tool in SDPlus is that when you assign an asset to a requestor the asset will inherit the department, site and region of the requestor. If I set up another custom requestor field that I import from AD, can I have the asset inherit that field as well? Say for "Division" Thanks!
Problem connecting to mailbox
Hi, I am trying to configure email server settings into Service Desk but there is a problem that I have with below error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I am using Exchange Server as my mail server which ssl is enable on it. Could you please tell me what configuration do i need to set to perform this connection? Best Regards
ServiceDesk Plus is loses the Table Formatting in Excel or MS Word.
Hi All, We are having CheckLists to be sent to ServiceDesk Plus with, when we send this list from Excel itself, the Sheet reached the ServiceDesk Plus but it loses all the Table formatting such as CheckBoxes or any other Table. Any help?
need a report of assets with attached files
I need a report of assets with attached files and without it. How to do it?
Unassigned time report SDP
Hi, I need modify the next Query for MSSQL, SDP 8123: SELECT woh1.WORKORDERID 'RequestID',dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (woh1.OPERATIONTIME/1000),'1970-01-01 00:00:00') 'Created Time',dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (woh2.OPERATIONTIME/1000),'1970-01-01 00:00:00') 'Assigned Time', convert(varchar,ROUND((((woh2.OPERATIONTIME-woh1.OPERATIONTIME)/1000)/3600),2)) +':'+ convert(varchar,ROUND(((((woh2.OPERATIONTIME-woh1.OPERATIONTIME)/1000)/60)) % 60,2)) 'UnAssigned
CIID in QUEUEID table is unique for all groups in workorder table?
Hello, We are working in our company with an external KPI software(BOARD7) to show data from ServiceDeskPlus version 8108 we are gathering data directly from database ssql. So ill explain a little our system so you can make an idea: We work with 8 different Sites but all the groups are assigned to every site so that means we get for every "SITEID" a new "QUEUEID" for each group but all with the same "QUEUENAME" for example "Finance" and when we take data from WORKORDER table we get 8 different Finance
Overdue requests to appear on every technicians Home screen
Possible Feature: Could we have an option which will show *any* overdue request on every technicians Home screen so that someone else can see it and deal with it if required.
Manufacturer list
How do I add a new Manufacturer?
Asset permissions
Could you please look at giving more flexibility in the permission for assets. It would be wonderful to allow curtain techs access to curtain sites / departments. E.G Tech A ( a asset manager ) to have access to edit and reassign all assets for site A, but not touch or change site B.
Form Customization
I am trying to add a custom field in the Service Desk forms customizer. I would like to create a new field about the size of the default description field with uneditable text populated in it. I am trying to put a notice on the form. I can seem to create little ones all over the place but nothing larger like the description field. Anyone have a suggestion?
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