Associate Product to Vendor
- I have an Asset which originally have the following information. Product Name = "blank" Vendor Name = Mang Jack's Surplus - During audit, the Product Name (which was originally empty) and the Vendor from whom the Asset was purchased from are updated to: Product Name = Dell R710 Vendor = Dell Authorized Distributor - When I go to Admin>>Vendor and click on the Dell Authorized Distributor, Products Tab - Dell R710 is not listed as an associated product. Is this the expected
User must close call once resolved?
I've been asked to research various helpdesk solutions and have installed a trial version of ManageEngine. One of the requirements from management is the user must close their own call once resolved by a tech. This is to ensure they are happy with the resolution. Does ManageEngine do this and if yes where in the config is this specified? Thanks,
Set Asset Permissions to view only
Is it possible to set the permissions for the Asset module to view only and not allowed to edit?
Additional fields problem
Has anyone had a problem with the incorrect default value showing for an additional field when creating via a template? I have a field which contains drop downs of 0,1 and 2. It always defaults on 0 rather than "select": When I check the configuration under admin > Incident - Additional Fields, 0 is not selected as the default selection: I have restarted the service a few times and this has not helped. Any ideas at all? This Service Desk is on Version : 8.0.0 Build 8013 Thanks, Mike
Requester's name
Hi, SDP 8122. Trying to create request for requester with name embedding slash or simple quote gives error : "You cannot create a request for this user. The user belongs to a site for which you do not have access." The same user but without a slash or simple quote has no error. So "john doe" is ok but not "john d'oe". Is it a bug or some a limitation ? jeff
Change Management Questions
Hi, We are finalizing our Change Management process and would like to know if the Change Management module of Service Desk Plus will be able to suport: 1. configure workflow of Change Status i.e. freshly created Change Requests have a default Status. And depending on the current Status you can only go to a certain status. ex: From For Cab Approval to "Rejected" or "Approved" only and not straight to "Completed" 2. configure mandatory fields per status of the Change 3. How is the approval
set default value when creating default request
Hi there, Is it possible to set default value on certain field when requester create new request? For example, setting the Priority field to Normal by default instead of "-- Select Value --" Thank you.
Option to set an expiry date when receiving item in PO
Hi guys, it would be nice to have the option to set an expiry date for the Software License or Asset in the Purchase Module when we receive items. I currently have to go in every asset to set the expiry date. Also would be nice, when a software license is expired to have the license automatically set to expired and not be able to assign is anymore, currently the expired license are still available to be assign to client. thank you Frikdel
Incident and Service Templates not working after Update to 8125!
After updating the incident templates are no longer accessible: javax.servlet.ServletException: java.sql.SQLException: Cannot resolve the collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in the equal to operation. We also get an error when trying to change service templates: FAILURE :Exception while trying to get the Incident Template details. Seems to be a collation problem of the database. We are using MSSQL. I also send an email with support file to the support
Service Desk New Request Via Email
Is it possible that when a new request is submitted via email, that when converted to a ticket that a copy of the email is also attached as an .MSG file?
Error editing workstation
We're having problems when editing a workstation. On the "Edit Windows Workstation" screen, all of the information appears down to "Asset is currently". The appropriate drop-down is displayed, and then nothing else shows up. In IE 9, I get this: <span id="hideR; Firefox doesn't display the HTML tag, but it also stops displaying any further information. The problem happens more frequently than not, but is not entirely consistent (sometimes the full information will display). Strangely, a reboot of
ServiceDesk Plus 8125 Released
Dear Users, SDP 8125 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and Features, Issues fixed in 8125 SD-48726: Performance issue with the mail fetching in the environment where we have large number of notifications, due to inefficient query has been addressed New Features in 8125 SDF-49103: Support for additional operations in REST API. The following new operations are added, Request:
Exchange 2010 - Problem connecting to mailbox
We are having issues getting SDP to pull mails from its dedicated mailbox on our exchange 2010 server. I have tested the account via outlook and everything works as it should.
Scanning AIX Systems
The documentation lists IBM AIX as a supported scannable system for ServiceDesk, but I have been unable to successfully scan an AIX system. Has anyone had any luck with this?
How to properly group requests based on the asset involved?
Hi there, At the moment, i know (roughly) how to produce a list of all requests based on the user/requester name. But is there a way to easy do this based on asset? What we're trying to achieve is to perhaps quickly find out how many incident an asset is involved with. Unfortunately when viewing the Requests tab (under technician view), Asset is not listed in the selectable column view. Thank you for your advice.
Ignoring Linux hosts in scheduled scan
Hello, I'm in an environment that's 80% Windows with some Linux servers, I have the ae-linux.sh working but we have a scheduled scan that fails on those as the servers are not scannable. What's best practice for excluding the Linux boxes from the scan?
Service Catalog Service Inputs vs Additional Fields
Build: SDP Enterprise Version 8114 Up until now we have basic templates configuration for our service catalogs. And since the end user is getting accustomed with the interface we would like to make changes into our service catalogs in order to capture as much information as possible. There are two ways. The first is the additional fields which you can define in template ( with a limitation of 24 text characters for one IT Service Category) and the other being through resources which does not have
Report - Asset Cost by Resource Type
Good Afternoon everyone, I'm looking for a report that can display the cost of assets by resource type. It doesn't even seem that cost can be a variable at the moment when creating a custom report. Here's my idea. Let's say that I have 50 laptops, 25 servers, and 10 routers. I'd like a report that would be able to display the following information: Resource Type No. of Items Cost Workstation (Laptop) 50
How to change Domain for Technician
Hi, We are using build 7605. We are in the process of migrating staff from one active directory forest to a new active directory forest. Once a person has been migrated (account/workstation/mailbox) I need to be able to change the Domain that the technician uses to login to SDP. However, I am unable to do this. I have admin. priviledges and when I open a Technician to edit, and select the new domain from the Domain drop down list in the Login Details section and then click Save, it does not save
Is it possible to code links in solutions to open new windows
Right now, my links in solutions seem to open randomly - some in new tabs, some in new windows, and some in the window I am currently in. is there a code I can add to the link to: open in new window open in new tab open in same tab Thanks. Laurea
How can I prevent in the request assign a status to a group of technicians or specialist?
How can I prevent in the request assign a status to a group of technicians or specialist?
Technician creates Incident for Requestor should set RespondedDate/Time
When a Technician takes a call or walk in support request and issues a Request incident, the ticket will break the "respond" SLA if the tech doesn't "Reply" to the ticket he/she just created. Is there a work around or am I missing something... Thanks, Mike
Tahoma Font
Hello Support, Are there any plans for the ability to change the default font within Service Desk Plus? Our company is changing from Trebuchet to Tahoma, however SD+ does not currently send using Tahoma. Am I missing anything at all? Any response is greatly appreciated. Mike
Unable to change back to default view
Discovered a bug in version 8.1.0 Build 8121 where after switching to the Resolved Requests View, I am unable to switch back to any other view. This is occurring on multiple accounts and can be replicated when trying the same account on multiple computers.
Print Report
How can I generate a report on consumer print ServiceDesk Plus? Att, Epitácio Gomes Support IT Estaleiro Jurong Aracruz
Assign Request to another technician
How we can access the report for the requestes into which Technician is changed due to unavailability of Original Technician
Adding requester using API
Hi, SDP; 8122 I'm facing a weird problem. When I add a requester through API and attached him to site SITE, and try to create a request for the former requester, i get : "You cannot create a request for this user. The user belongs to a site for which you do not have access." My technician is surely associated to SITE. But, when a create a requester through the web portal, and attached him to SITE, the same technician is able to create a request. Any hint about this behavior ? JFR
ServiceDesk Plus 8124 Released
Dear Users, SDP 8124 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Below are the list of Issue fixes and Features, Issues fixed in 8124 SD-48940: Unable to perform the xls import of request, with non-english language personalization. SD-48804: 1. Cleanup audit history schedule does not delete the complete audit history if the data in the audit history tables are high. 2. Instead of fetching the complete
Request ID Not showing in arabic UI
The ID numbers are not shown properly in the arabic UI of the application. the numbers are exceeding the 9 thousand and the thousands digit is cutoff. but you can copy it. Is there a way to solve it? Regards.
SD+ Administrator and Robotechnician Accounts
Hello, We are using SD+ v6.0.0.6015 but plan to upgrade to the newest version. Would anyone be able to confirm the following? 1. We have an administrator account (called "administrator") that seems to have been imported from our corporate active directory. None of our technicians log on with the administrator account. As long as other technician accounts are assigned to the SDAdmin role, is it OK to delete the administrator account? Will deleting the account have an impact on SDPlus functionality?
Default site for technicans
Hi, is it possible to set an default site for an technican? So if a technican is associate to site a, b, c and d and he opens a new ticket, site dropdown will be automatically selected a. But is it possible that for this technican automatically is selected c, because he does the most for c. But i don't want to change template because at another technican this could be other.
Requests on hold changes to open if activity on request
Is it possible in some way to set the settings so that when someone send an email to a request that is onhold the request status get changed from on hold to open? Also would it be possible to set a request on hold for a specific timeframe and after that the request gets opened again and need to be set to on hold again if needed. A notification that the request is now open I think is needed in the two suggestions above Best regards Peter Samuelsson Sodra Skogsagarna
not appear the authentication mode Loca
Accidentally I changed the way I disabled local authentication and single administrator who have not this in my domain. ja ran some command that forum and will post asegui gave no result. My PGSQL database ManageEngine \ ServiceDesk \ pgsql \ bin> and use the command psql.exe-U postgres-p 65432-d ServiceDesk before September update globalconfig paramvalue = 'true' where parameter = 'Enable_LocalAuthentication_Login' after renicie services, more sadly still not appear the authentication mode Local.
ITIL + Comic + Fun - It's also a 2013 Calendar!
ITIL Comical Calendar for Free! Have you come across a calendar which is based on ITIL? Here's a not-so-serious Desk Calendar based on ITIL, which we hope brings a smile on your face. We can't wait for you to start using the calendar, which is why we'll ship it to you for free. All you need to do is send us your shipping details, and we'll get the elves working. Go ahead, Check it out! And send us your feedback. Now, who says ITIL has to be boring? Know more... Bharathi Priya
Report request status changes (history)
We need a MSSQL query showing when the request status was changed, for a particular group and a particular request status. Example: Request status was "Open" on 15th Feb Request status was "In Progress" on 18th Feb Request status was "On Hold" on 20th Feb Request status was "In Progress" on 25th Feb Filters: Group = "XYZ" Request status is not "Closed"
Extra license for Technicians - Service Desk Plus
we have bought Service Desk plus with 20 Technicians License, How can we get 05 More Technicians Licenses.. And how to add this License.? What will be the Price for Extra 05 Licenses. Regards,
not appear the authentication mode Local
Accidentally I changed the way I disabled local authentication and single administrator who have not this in my domain. ja ran some command that forum and will post asegui gave no result. My PGSQL database ManageEngine \ ServiceDesk \ pgsql \ bin> and use the command psql.exe-U postgres-p 65432-d ServiceDesk before September update globalconfig paramvalue = 'true' where parameter = 'Enable_LocalAuthentication_Login' after renicie services, more sadly still not appear the authentication mode Local.
Software assets being listed as Workstations
We recently reinstalled and started fresh with MESD Plus (enterprise edition). I am currently filling in for the person who is supervising the helpdesk while they are on vacation, and it appears that they didn't follow the procedures I had set out for them when setting up assets. I am seeing software licenses categorized as workstations. I need to be able to change this back so that I can properly track licensing versus hardware. I have tried to edit the product type and set it as software, but I
Report on service request custom fields
We need to run reports on the service request catalog but it seems that only the common custom fields are available. Why can’t we report on the custom fields there are specific for each service category?
Service desk plus Build 7608 very slow
we have service desk plus hand have noticed over the last few weeks that it has been getting slower. we only have 4 technitions that use it. The server has been restarted but problem still exists. all other services on the server run with no problem.
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