System requirements
Good day everyone; We are looking forward to start with SDP 8 in somewhere here.. we find it as great solution :) So as I am the main technician I have two main questions : 1) I already knew the minimum requirements, but what about the maximum requirements to manage 5000+ assets? “ RAM, HD & PROCESSOR SPEED” we dealing with big company here. 2) Are there any suggestion for any assets management application from ManageEngine, better than SDP in Inventory & asset management? Regards
Add more options in schedule manager?
Is it possible to add one or more options here? (where the arrow is in the picture). If so, how and where do I do it?
New notification rules system
The current notification system seems to be very limited because we cannot specify what requires a notification on our own. What I would like to see is a whole new notification system that lets us create our own notification rules. You could setup event codes to be generated by various activities in the system (request creation, modification, note added, etc.), which could be used to generate notifications for any number of system functions. That way, we could create notifications for things that
Reports - Custom settings for technicians
One of our technicians recently reported that there were no longer links to requests in the reports she was running. I told her this can be configured under the custom settings button on the Reports main page along with column width, etc. I was assuming this button would be available to everyone. I have two feature requests at this time. Please make the Custom Settings button available to anyone who can access the Reports tab Flag options that are only available to Administrators with a different
Customize Report
Hi, Is possible to create a report for my company with the columns below? Asset*, Request, Time Elapsed (SUM of worklog). *Grouped by Asset Period: 20 Setember 2012 to 20 October 2012 Thanks, Leandro Passos Marcollino
Configure workflow to only notify on tasks after the dependent tasks are complete
In SDP 8100, is there a way to configure workflow so it only notifies the technician of the task after the dependent tasks are complete? For example, we have a service catalog with 10 tasks. Each task is configured to be assigned to a different tech. I do not want the notification email for task 2 to go out until task 1 is complete. And I do not want the notifications for task 3 and 4 to go out until task 2 is complete. As far as I can tell, the dependant checkbox on the task template doesnt actually
Can I convert longtodate to a simple date, minus the time component?
I am trying to simplify a report and do not need the long timestamp in my report. It's more of an aging report, I need the date but not the time, and it's forcing the column to continue to the next line. How can I convert it so I only see the time? rnicholson@reyesholdings.com
Workstations/servers hardware details
Below Query is not fetching perfect Inventory,Is anyone can help ?. I am using latest version in evolution mode . SDP build 8115 select (SELECT CASE WHEN min(CAST(sys.ISSERVER AS CHAR)) = 1 THEN 'Server Details' ELSE 'Workstation Details' END) 'Is Server',max(WORKSTATIONNAME) 'Name',max(IPADDRESS) 'IP Address',max(MACADDRESS) 'MAC Address',max(SERVICETAG) 'Service Tag',max(BIOSDATE) 'BIOS Date', max(BIOSVERSION) 'BIOS Version',max(LOGGEDUSER) 'Last Logged User',max(OSInfo.OSNAME) 'Operating System',max(cd.COMPONENTNAME)
Removed User Accounts
When a computer is scanned we get a email form ManageEngine ServiceDesk Plus Alert - Inventory Audit Changes. Dear Administrator, Following inventory changes were identified during the recent audit. Removed User Accounts [S-1-5-21-554115521-2062357406-654838779-1301] When it says removed user accounts. Is it removing user accounts from the machine or the Just the inventory.
Solution Database
Hi, Does any one already have a solution database for that they would be willing to share with the public? Thanks, Mike
Can't setup incoming emails
I tried to setup incoming emails. But it shown error as picture below. Could you please help?
Deleting Support Group - not working as per other posts
I checked other posts here about deleting groups, but I'm not getting the same error message. When I choose Delete, the error I see is "Groups cannot be deleted",. It doesn't mention being used by another module. I filtered to show all requests assigned to the group and attempted to do a mass update. When I select the group drop-down, it doesn't give me a list to choose from. I can change the group one request at a time ... but really don't want to. What could be preventing me from doing the mass
I need help creating a custom report showing average days to close a request by priority, for all priorities and by Tech
Hi, I searched the forums and could not find a custom query or report to show me the average days to close a request by priority, for all priorities and by tech. Any help would be much appreciated. MYSQL Build 8009 Thanks
Suggestion on solutions
We have come to the conclusion that its hard to keep track of all solutions that we save and if they have correct information. We would like to see some sort of time stamp on a solution. Ex If I create a solution it will be valid automatically for 6 month after that the solution must be approved again by a technician to still be an approved solution. You should be able to set so that the solution is always valid but this should be restricted to certain users. The user that should review and approve
How do you get data for a technician or supportgroup with the REST API
I have managed to get all the technicians with: http://localhost:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E and all the support groups with http://localhost:8080/sdpapi/admin/supportgroup/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E It should be somthing like this http://localhost:8080/sdpapi/technician/10/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXXXXX&INPUT_DATA=%3COperation%3E%3C%2fOperation%3E
Categories/Sub Categories
Is there a way to make the settings so that the user can only view category, but change and view sub category? It seems that I change the settings to this and save and then when I go back both category and sub category are set so that the user can change and view both.
Can I use an InfoPath form for creating requests?
I'd like to use our internal InfoPath form as a method of creating requests. Is that possible? If so, what's involved? Thank you.
Work log actions
Hello. I'm currently trying to tie in SDP with an existing time management system we have. Basically I need all new work logs posted to it (it features a 'REST' API as well). What would be the best approach to do this? I used the search feature, but couldn't really find anything matching my needs. So sorry if this has been answered before. I have looked at several possibilities: - Servlet / REST API As far as I can see, there's no way to retrieve a full list of (new) work logs unless you already
a non-log in technician - retains requestor access?
Hi, Does the non-log in technician retain the ability to log in as a requestor to raise requests? Cheers, Matthew
some questions on custom report and external email
Hi there, I have a question on custom report. Management requested us to provide data on request status each month and they want to know: - total request based on their status (closed/pending) - easy - time it takes to respond (the first time) to a request - can't find it - average response time for each request - no where to be found I went in to the custom report wizard but there's no option to provide that. While it's usually enough to provide a report on how many requests conform/violated the
Remove 'Create Incident' button
Can I request a feature that allows me to completely disable the ability of any user (and the system automatically) to create an incident. All users should only be able to create service requests, and all incoming emails should generate a service request. I would like to be able to set a default request that can capture incoming emails. Cheers,
Recover information for tickets
Greetings. We have 2 customers, who have a problem on his servers and needs to do a reinstallation of his environments, but they noticed that some tickets are missed, but the 2 of then have the information in a xls file. It is possible to "inyect" those info into the database? Any help would be appreciated.
Username & Password for Mail Server setting
Hi What Username and Password should I set for Mail Server Settings in Service Desk ?
Best way to load old tickets?
We recently acquired another company and want to put their helpdesk emails into ServiceDesk so we can do some analysis on the types of requests, volume by day/time, requestor, etc. Our system is currently set-up to import emails from an Outlook Inbox. We've set-up rules to move emails from a specific domain into a new queue. If I drag/drop from the pst into the inbox, the emails are ingested correctly but we lose the date of the email. The ticket is given a creation date of today (which makes
Approving Leave
Hi, I am looking to start using the Scheduler to incorporate team members leave days. Is there a way to set to leave to entered by the technician’s, and then require it to be approved by admin? Thanks Andrew
How to rename button "New Incident" ?
Hi All, Is there any possibility to rename button "New Incident" in the requester dashboard (name it "Open ticket" for example) . Thank you.
Moving SQL database to new drive on server
Hello, I just wanted to confirm the steps to take if we were to move the SD MS SQL database to a different drive on the same server (e.g. from D drive to F drive).. 1. Stop the Service Desk Application 2. Take backup of the application (Run ServiceDeskHome]\bin\backupData.bat) 3. Move the SQL Database to new location on the server 4. Run ServiceDeskHome]\bin\changeDBserver.bat to point SD to the new location of the SQL Database 5. Start the Service Desk Application & confirm login and data are OK.
Allow total attachments greater than 10mb
Hi, I would like the option to allow attachements of potentially any size. Can I requests a feature whereby the attachment max size can be modified by the administrator; potentially on a per request basis. Cheers,
Has anyone added MS Lync 2010 presence to the Servicedesk?
We are using MS Lync 2010 via Office 365. I was curous if anyone has added presence and Lync functionality to the Service Desk. If so, any tips would be great. Something like
Printing summary of open tickets
Hi, I had one of my techs request a printable report that includes a summary of each ticket. In other words, something that would list the ticket title, then a short summary of the request itself. If you are familiar with "AutoPreview" in Microsoft Outlook, this is the kind of thing we are looking for. It would enable a tech to print a list of tickets with enough detail to work on them more efficiently. Thanks for your consideration. Endaar
Default Search not working
The search on the left side of the screen does not work with I leave Default Search as the sub module. It works fine if I change the sub module but I need to be able to search the details of tickets.
Worklog to parent ticket
hi guys, Currently we starting to test adding worklog to a ticket with the associated cost per hour. The specialist with whom we are testing only gets request from other specialist. So all his requests are linked to a parent request. The problem we have is that even though when he adds the worklog to his request and checks the box " add to linked request " it is not being added to the parent request hence all cost is translated to the other specialist and not the customer any help will be appreciated
AD query
Is it possible or possible in the future for ManageEngine to Pull User information from AD on the Fly so if we Update AD it would show the next time the user creates a ticket? We have a few custom fields in AD that can change daily or even hourly Such as: We have a field that shows the users PC name he is logged into. This logs the PC everytime he logs into a pc. This helps when we have to troubleshoot his ticket the next day we can see what pc he was on.
Multiple dynamic approvers
Hello, Is it possible to have several dynamic variables for approvers? We need to implement a two step approval process with the Department Head and the Controller for that department. It is the same basic principle with the DEPT_HEAD variable but we would need to create a second variable DEPT_CONT Can you please advice? Best regards, Tony
ServiceDesk Plus - Problem with Scheduled Backup.
Hi Guys, I'm facing a terrible problem with this issue. After execute the "tzupdater.jar" to modify the Brazilian Daylight Saving Hour I'm receiving from all my costumer the following example message: "java.io.FileNotFoundException: /opt/ManageEngine/ServiceDesk/fileAttachments/Conversation/20001_25000/21291/Licen��a de usos - mensagem SAP - Sep 3 2012.docx (No such file or directory) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.(Unknown Source) at". I realize that the
More dynamic view of comment field in tasks - all modules (change, problem, requests)
Hi. Is there any possibillities to get the comment field in tasks related to all modules (change, problem, requests) to show more than 3 static lines of text, regarding to height of the box (the width does dynamically expand)...? To scroll through a text in lets say 25 lines maybe, line by line is not very ideal to say the least... Se the attached pictures, have inlined the problem area in red.. Yes, i know i can scroll... But static boxes to show this kind of information is not working very
Add fields to reply and resolution templates
Hi, I want to create my own reply and resolution templates, but I want them to be able to use the fields from the service request or task. Can you add funtionality to allow this? Cheers
Servicedesk Invalid path /loginpage
When I try change the Port number for your Servicedesk website from 8080 to 80 the loginpage shows up and I'm able to enter the admin/admin login. But after that i get the error "HTTP Status 400 - Invalid path /LoginPage was requested" and thats it...If I then change back the Port number to 8080 it works fine... What could be the problem?
API ServiceDesk Plus 8115
Hi, Is it possible to get through the API a list of tickets according to specific search criteria? Thanks, Mauricio Fuentes
Change Management custom template module
We need a custom change template creation module under the change management in SDP. as per our need we need to Pre-Schedule few templates to generate the Standard changes in system. please put some light , that when we can expect this Feature in SPD change management module Regards SD team -BBCL
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