Scanning VMware Hosts
How do I go about scanning an ESXi 5 host? The admin guide says you can do it but doesn't actually show how? What's required on the host side?
Service Catalog issue
Hi, my company is currently testing out this product and I am trying to create a few "Port Request" templates in the Service Catalog. The problem I am running into is that admins can see the second template, "Port Request as a Standard Ticket" but the regular users I created cannot. They only see the first one. The template is enabled. Is there some other place that needs this enabled so regular users can see it?
Contextual search for requesters
Hello. How can our requesters make contextual search by request's descriptions using search box on the left sidebar? In technician interface we can searching by description, but under requester's interface are able searching ONLY by Solutions Keyword. Is it possible to find requests if our requester does not remember, what he write in the title of request? In this case spot search does not help. Please help to find the solution.
Conversations
When a user fills out a a service desk "ticket", an email is sent to the technicians via Outlook. When inside the service desk ticket, you can reply to the user, that will then be sent to the user via Outlook. If the user replies to the service desk email, the reply will not show in the conversation list. How can we get it to show in the conversation? Also, How do we set up the service desk emails to be sent to more than one technician? Thanks, Ashley
Clean up or synch Requesters in AD
Is there a way we can sync our requestors with Active Directory? I have a bunch of old requestors in Manage Eengine, I know we can import the users but I would like to mark them to delete or inactive or something if they are not found in Active Directory? Is this going to be possible in the future if it is not now, or even cync to a distribution list that we maintain in AD. Thanks for any info Kevin Hardy
SQL 2008 R2 Supportred?
I see other articles talking about using SQL 2008 R2 but the answer always says 2008 not R2. We are running build 8121. Can we move our Database to a SQL 2008 R2 server?
Cannot find Desktop Central server settings tab
Hi in order to link Service desk plus and Desktop Central, according to the page on generating an authentication key you have to go to admin > general > desktop central settings on SDP (I cut and pasted the text from it below). I can't find it in our SDP general settings (please see screenshot). Does it need to be enabled somewhere else on SDP? please advise. We have SDP Standard 8.1.0 and Desktop Central 8.0 build 80035 Please let me know Regards, Kahthan Login to the ServiceDesk Plus console Click
Searching requests is slow
Using SD+ 8.1.0 build 8109, searching requests takes upwards of 15 seconds to respond with results. We're currently approaching 95,000 tickets in the system, however, we've archived requests before 2/1/2012. Is this normal behavior, or is there something we can do to speed this up? SQL 2008 back-end.
Minor bug - task variable
I was having an issue that when tasks were assigned, sometimes the link that was given went to a 404 error. I realized that for some reason it was putting http://servernamehttp://servername in the actual URL ... instead of just once. (Display looked correct, but if you hovered over you could see where it was actually trying to go. I checked the $TaskLink variable in the template and it looked fine, but just for fun I deleted it and tried to choose it again. When I clicked on the "Link" content variable
Survey email subject and welcome message
Hello, we activated the survey since few days and realized that the "welcome message" text is used not only in the survey page but also on the email subject sent to our customer: Is there something we can do to have different message on email subject and survey welcome message ? Note: we're using SD + 8.1.0 Build 8121
Pass through not working
I'm having troubble with Pass through auth in build 8116. It worked for a short period but now it stopped. No errors are displayed, i just get to the login page. SSO log says: (I'v changed the ip,domain and username.) 2012-11-07 10:31:08: HttpSecurityService: C: GET /ntlmv2 2012-11-07 10:31:08: HttpSecurityService: isProtected=true,token=false,passwordCredential=false,provider=false,isLogout=false,isAnonymous=false,connectionId=123.123.123.123:51090,authContexts.size=0 2012-11-07 10:31:08: HttpSecurityService:
Business Rules to be run after request re-opened upon receiving mail from a user
Hello. I see business rules can be run when creating and/or updating a request, but the act of re-opening the request upon receiving an email from the user is not considered "Editing", and business rules are not applyed. Is there a way to apply business rules also in that case, just as in the case as request being edited? Thank you. Federico.
ServiceDesk Plus iPhone App Approvals
I would love to be able to accept/reject approvals from the app. We travel a lot and the ability to accept/reject approvals from the app would speed up our internal processes tremendously. Thank you,
Technician cost calculation
Hi, I've come across a slight flaw when I began to add time to cases, and although it's hardly a major flaw it still bothered me a bit as I had to do a bit of extra work. The problem is that when I enter time on a case and press enter without clicking anywhere else before it, it fails to calculate the cost and merely shows the cost as "0.00" while the added time is correct in all other aspects. So sometimes when a technician is rushing a bit it's not certain that the cost gets calculated properly,
Link on Request ID
Dear, I have following problem: If I create a custom Report then exist an link on Request ID, but if I create a query report then isn´t exist an link on Request ID. See following: Custom report Query Report Thanks in advance!
Software metering??
Hi, Can you explain how dose software metering work? I'm left it scanning everyday but software usage still show "Not Known". Should I have to do to make it work? Thanks, Sakarin
SLA SDP with additional field of applicant
Hi, You can add a new SLA according to the information contained in an additional field of applicant? Thanks and regards, Mauricio
Notes
I would like to be able to edit color of font in note fields.
Business Rule
Hi, I want to create a business rule which I cannot find it through Service Desk The process is like below: When a new request arrives from "IT" and their Service Catalog is "Software" then it need "User1" approval to process these tasks to the required technician. I can set the 2 first item but I don't know how to set the approval part. Could you please tell me how can I set this process? Best Regards
Add Request Subject Line to Task Details
While the link to the request is appreciate in the task details list, the subject of the task would be very helpful. Is there a way to show the request subject line to the task details?
build 8121 - E-mail this note to the technician field greyed out
Hello, after upgrading to build 8121 we can no longer mark "E-mail this note to the technician" when the technitian is unassigned. Previously in such situation an email was sent to all technitians in the group. Now no one will be informed. How to reenable this feature? Best regards, Michael
ServiceDesk Plus 8122 Released [only EXE/BIN]
Dear Users, SDP 8122 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. Issue Fixed: SD-23307: When a requester closes a 'Request' through the link sent via E-Mail, the 'Thank You!' message shown after the operation is always displayed in English even though the language personalized is different. Feature: SDF-48546: Option to configure the top header background and tab colors.
Time reports for change management
Hi folks, We are just newbies in Service Desk Plus and will deploy the tool in a few weeks. In order to establish a reporting we have customized the standard report functionalities for incident management. For change management we recognized, that there are not really useful standard reports for time spending (at least for us). I'm focussing on the automatically logged time entries by the system itself, not the manual time spent fields like in the worklog-entries threat in this forum. Have anyone
Service Desk Plus Standard Edition + Asset Feature
Hi, We have recently buy the Service Desk Plus software Standard Edition. We just want to have the Asset feature but we don't want to upgrade to the Professional version as it is very expensive. Is it a way to have a standard edition and buy the Asset feature ? Regards
Set permision in problem tab
Hello, how to set permision for sub category in problem management ? suppose that we have 3 sub category and we want each user view own category... I can do this in incident tab but in problem tab i cant... please help me.
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
Incident - Additional Fields SDP
Incident - Additional Fields Is it possible to add a text field with case-insensitive restriction? Thanks, Mauricio
Scheduled Reports SDP
Hi, Is it possible to send more than one scheduled report in one email? Thanks, Mauricio
Failed to communicate agent
Hi, With the ManageEngine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the ManageEngine service on the PC is running and listening on port 9000. I can also telnet to this port on the affected PC. Agent software is up-to-date also. Anyone know how to solve this issue ? Regards
More scheduled Reports in one E-Mail
Hi, is it possible to have more scheduled reports sent in one Email. At the moment i have to generate for each Report one Scheduled Report that is sent to me via Email. Something like a Dashboard or selecting which Reports should be sent via Email would be good to have. So at the moment i have 6 scheduled Reports per day and i am getting 6 Emails at the same time. One Email with all these 6 reports would be better solution. Thanks. Florian
Service Desk Plus backup question
I would like to confirm in terms of backups if we can disable the backup jobs that are scheduled in ME and simply run SQL DB backups from our SQL servers where the ME DB’s are stored. Or if not, do we just backup the backup folder on the ME server and do not need to backup the SQL Servers DB?
Business Rule
Hi, I'm testing the service desk functionality. Regarding the business rules I have read that they are site specific. But I have a doubt: I have different sites I have specific teams for every site, but I have some teams that are global, then I want to create a business rule that runs for all the sites, with that rule I want to assign the tickets based on certain category to a global group. I'm able to create the rule at the default settings (Bussiness Rule for) but it seems that it doesn't run;
What custom workflows are available in the change management module?
Hi, I am new to ManageEngines' servicedeskplus and am just looking at the change management module. It is good as it stands but i want to be able to add a few custom workflows, i.e. if the change state is = x then send notification to Y. Or if all approvals = approved then change the status of change to approved and so on and so on. Is this possible and is there any documentation on how to do this online? thanks
Picture file as part of email signature
Hi, I would like to check if there's any possibilities to add in pictures into the automated email notification from SDP? I notice there's rick text (HTML) option, but when I choose to paste in pictures, it did not show. Can anyone help?
Template Form Designer
Hello, I have a few questions about the template form designer I would like to create a template form with simple drop-down questions which guides the user through the information gathering process for a service. The resource info fields work well to accomplish this. But i have three questions -How do i have the resource info questions added to the form designer show in the requester view? Thus far only technicians can see. -Can the description field be removed in a template? -If not,
Import All data of workstation
Hi, I recently export the data from Assets => workstation. Now while I uploading from CSV file. we are unable to upload all the data which I export. And there is less filed in Import page. Please help me out For better understanding screenshot and import csv file is attached hereby. On screenshot you can see there Keyboard Type field is present but there is not field keyboard Manufacture, Keyboard Serial Number, Mouse Serial Number, Monitor Type, etc. Please help me out, how upload whole data at
Closed by technician in a period
My boss wants to extract the number of tickets closed by technician in a period. How should I proceed ?
Time Parameter for Business Rules
We would like to see a time parameter added to the business rules. As we are a 24/7 shop we would like to be able to set some rules to run only after business hours to handle certain types of requests.
Contract Module Permission
I would like to expose the ability for our techniciaions (non-admins) to be able to add/edit contracts in the ServiceDesk. If I go to the role that our technicians are assigned and add Full control, they are still unable to get the "New Contract" button to show up. Is this a bug? Am I missing something? Kevin
Unable to start
I have installed manage engine service desk plus on windows 7,but i am unable to start the server. In command promp,i typed cd c:\manageengine\servicedesk\bin then run.bat . it says could not find c:\manageengine\servicedesk\bin ,although it is there then it threw an exception,could not create connaection.pls see the uploaded document pls help
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