Survey E-mail
Hi, Is it possible to add request details in Survey e-mails to requester. I tried entering some of the information like Title : $Title Description : $Description Resolution is : $Resolution Technician : $Technician Resolved by : $UDF_CHAR4 With this I got the below results. Please help us improve our service by completing this short survey. Details of your request are: Title : Title Description : Description Resolution is : Resolution Technician : Technician Resolved by : UDF_CHAR4 Your feedbacks
import data from Asset Explorer?
Hi there, We've been using ManageEngine AssetExplorer for years and quite happy with it - added additional fields, attach documents, software licenses, reports, import AD users, etc. Now I'm testing ServiceDesk Plus Enterprise Edition and notice that it has asset management as well. 2 questions: Is the asset management features between Asset Explorer and Service Desk plus are the same? is there an easy way to transfer all asset data from AE to SDP without manually adding things? Thank you for your
Problem with login name that is the same except v or w
Hello We have a problem that if we have a user name like mawan and mavan, when we do a search on requester on either username we get both users instead of just one. A username should be unique and it is but why does it return both? I dont know yet if this effects us in more ways. I have the problem in 8112 and in 8114 with a sql server 2008 with collation Finnish_Swedish_CI_AS Best regards Peter Samuelsson Sodra Skogsagarna
How can i delete all requesters Accounts at a one time?
i need to delete all requesters accounts and start AD sync again on a fresh settings, how can i do that i am just can delete a punchs of 250 users on a time, i had synced 90,000 user! Please help?
how stop timer works
We are using the latest build of SD+ We have the following SLA: If priority is set to high, request should be resolved in 4 hours. The problem is as follows. Call comes in at 8AM. SLA is applied and call should be resolved by 12noon (4 hours). The technician puts the call on hold (stops timer) as we are waiting on the user. At 1pm the timer is started and immediately the call is flagged as overdue. The way we want this to work is as follows: 8AM call opened and SLA sets due time to 12noon (4 hours)
Mass edit assets
We often times will deploy a large amount of assets and it would be nice to be able to select a group of assets and be able to edit the fields that are all in common. We have a few custom fields that we would like to be able to do this to.
assets appearing with _old added to their name?
Today I'm noticing that in my workstation list there are several machines of varying OS's etc. that are appearing with an _old after their name. All these machines are still in service and no changes have been made to any settings on the workstations or the server. Does anyone know why this is happening? (8.0.0 Build 8005) Thanks!
SDP Standard Edition - Is there any point in upgrading version 8 to 8.1?
It seems like all of thenew features are not accessible in the Standard Edition and my SDP is largely stable on 8017, so I am wondering if there's any compelling reason to upgrade to 8.1 (other than support for newer browsers)? Welcoming any thoughts before I make a decision to upgrade or not. Thanks, Mike
Allowing new requesters who do not have AD accounts.
We are a School and have used SDP for years with our registered AD users (Staff and Pupils) imported as requesters, but also parents (who do not have an AD account) can email requests, and this automatically adds them as new requesters. We want to move away from emailing requests, and use the self-service portal, but how can we enable our parents to login to the portal, as we do not hold an 'account' for them? We do have a list of parent email addresses on our database which we could import . .
Change Device Type to Software
I am still trying to clean up our purchasing/asset list. It is painstaking but has to be done. Next issue I've found is somebody has bought a bit of software and it has a device type of xxxx equipment. Normally you can change it by using Modify Type but you cannot change it to software. Help please. D
Hotfix 8114 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the list of Issues fix and Features Issues fixed in 8114 (Released on: 18th September, 2012) SD-39375 : After deleting all the filters on an existing report , it is not possible to add some new filters as the + button no longer appear has been fixed. SD-47234 : The permissions "Editing closed Requests" and "Editing/Deleting own
Statistics technicians access to ServiceDesk Plus
I can get statistics technicians access to ServiceDesk Plus system with pass-through up and running? Thanks, Mauricio Fuentes
Unable to login - change message.
Hi, is it possible to change the following message on the application: "Unable to login. Please contact your system administrator. You are seeing this message because your username is not associated with any account, site or department." To replace with: Unable to login. Please contact us at name@domain. You are seeing this message because your username is not associated with any account, site or department.
Hotfix 8111 Released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below is the list of Issues fix and Features Issues fixed in 8111 (Released on: 31st August, 2012) SD-46805 : The request description and conversation description would be displayed in Left to Right(LTR) mode instead of Right To Left(RTL) mode when the language settings is set to Arabic or Hebrew. SD-46703 : When merging requests from request
ICS files read by SDP
Give SDP the ability to read ICS files and update the Tech Availability Chart. Example, I make a Calendar Appointment, mark an Out of Office titled Vacation and send it to my SD email address. My SDP reads the ICS file and updates the Tech Availability with the day(s) that I mark. This would allow me to conitnue to use my Outlook calendar, and not have to also post leave on SDP's calendar.
Requestor Reports
It would be good to be able to run reports on requestors, # of requetors in a site, requestors without email addresses, requestors without phone numbers, requestor in a department, etc....
Add to E-mail Id(s) To Notify after Request has been Submitted
So...is there a way to add/edit a name to the E-mail Id(s) To Notify field after a request has been submitted? There are times when a requester doesn't properly enter all names on a request when they submit it. Someone has unintentionally been left out. Now, every time a Tech goes to reply, they need to remember to manually add any additional names. And sometimes different Techs will be working on the same request and not know that someone else needs to be included on the reply. Please advise...Thank
Report - Clickable link for Problem ID or Title
Hi, I have created a report that lists a bunch of Problem incidents. How can I make the "Problem ID" or "Title" into a click-able link so that it opens up the problem page for the selected incident? Please see image below, I would like to make the highlighted texts into links so that once I click on them, it will direct me to the problem page for that particular incident. Is there an option for that? Or what SQL code will accomplish this for me? Thanks, Gavin
Unable to see log on to option on help desk page
I have issue that after some days or a week I couldn't see the "log on to" in option on my manage engine help desk page. Every time we need to restart the two services of manage engine for the same then it will come. Some time I will not be in the office then no one user can able to put their request on Help desk. Pls send me the solution for this issue. Its not possible every time to log in to server & restart the service.
New Remote Control doesn't work
Hi, I've installed the latest version 8115 but I can't get the remote control feature to work. When I click on Windows Remote Desktop just nothing happens? I see that a Java Applet is started but the mstsc client isn't. Is there a solution for that? Regards, Kristof
How to add dates to database columns
Hi. I want to update the ACQUISITIONDATE column in the Resources table. As the column only accepts BigInt data I want to convert the relevant date to this value. I have tried converting the date using SELECT dbo.unix_timestamp('2008-09-14 00:00:00') which returns the value 1221346800 However, when I update the column and view the data in ServiceDesk it displays Jan 15, 1970 If I convert 1221346800 back to a date using SELECT dbo.from_unixtime(1221346800) I get 2008-09-14 00:00:00.000
Ticket time does not match with Server Time
Dear all The ticket time is not in sync with the server time. The ticket time is one hour earlier than server time. What should I do to fix this? And also there are two Daylight Time for our Time Zone( 2 GMT of +3:30) Could you please tell me What are the difference between these two? Regards Negin
search for a solution keyword?
Hi there, I'm trying to test the search function under Solutions tab. So I put in some words in the text field and hit the Search Solutions button ... and I find it really buggy. For example, I open up the solution ID 1: To move data from one installation from another. This one is already created on install. And according to its keywords entry:backup, restore, migrate, Changing the server But if I put any of those keyword in the search field, it found none. Trying the following words that exist in
Request does not fall under your permitted scope.
Hello, We are using build 8112 and for some time now we have users getting the following message: "Request does not fall under your permitted scope. so you are not authorized to update the same." If I remove the user from the "Not associated to any site", Add them back to it and there groups it works for the day...sometimes two days. It's completely random with who it happens to and when. This was a great fix when it did it once but now with the amount of time it happens it is no longer a fix for
how to import switches into ServiceDesk
Dear all How can I Import switches through ServiceDesk? While I want to scan the switch it asks for Scan Type and type name Switch does not have these information I need to give the Snmp. Could you please tell me how can I do that? Regards Negin
Auto-generate 2nd ticket
I'd like to auto-generate a second ticket when an employee deactivation request is submitted. The second ticket would be routed to a specific technician to complete his part of the deactivation process. I've searched the forums and internet and cannot seem to find out how to do this. Thanks!
Generating 'Scanned Software' reports
I am looking to generate a scanned software report. Currently, I am using the following query: select SOFTWARENAME,SOFTWARETYPE,PRODUCTVERSION,COMPANYNAME,WORKSTATIONNAME from SoftwareList sl LEFT JOIN SoftwareInfo si ON sl.SOFTWAREID=si.SOFTWAREID LEFT JOIN SoftwareType st ON sl.SOFTWARETYPEID=st.SOFTWARETYPEID LEFT JOIN SystemInfo sys ON si.WORKSTATIONID=sys.WORKSTATIONID order by 1 However, the CSV export this query generates is not in a database-friendly format. Is it possible generate a 'Scanned
Tasks can only be viewed by Technician Group
When a task is created to a Technician Group it should only be able to be viewed by that group. Not all task viewable by everyone (To global and not very secure)
aproval remainder
the service request have some aprovals, is posible that one of them don't see the first time the email, that request thir aproval, is posible configure a remainder each 2 days, etc... until this user aproval the service request?
Can I automatically set a due date in task
I'm doing a Incident Template with task in it and I would like to know if SD+ (8112) can automatically add a due (end date) to each task ? Thanks Frikdel
Create Sub Department?
can i create sub Departments in the each deprtment? another question please what is Cost Center is useful for ?is it just label to be inserted in the purchase order or can i make any accounting operation on it Thanks
List Support Groups and 'Unpicked' notification to
Hello, I am trying to create a query report showing who receives the Unpicked notification for each group. I tried the query below, but it's not giving the correct results. select distinct queuename "Support Group", au.First_Name "Unpicked Notification" from queuedefinition qd Left Join queueEscalation qe on qd.queueid = qe.queueid Left Join aaaUser au on qe.escalatetoid = au.user_id I'm not quite sure what I'm missing. Any help is appreciated. Thanks, Sheila
Operational Hours
Whats the use of Operational Hours. Is it just information or determines ticket assignment? CHeers! Julian
Failure in upgrade (8027-8100)
Dear Support team Greeting Please help I am having problem in upgrading SD from 8027 to 8100. I got this message when I reached 99% of the upgrade process " Failure, Please check the link" I went through rollback procedures and was successfully back to operation with the previous version. I do not know what was wrong. The following are the last output from the log file (Please help!) ep 12, 2012 7:26:58 PM [SYSERR] [INFO] : at java.lang.reflect.Method.invoke(Unknown Source) Sep 12, 2012 7:26:58
servicedesk plus and support-center, how do they fit together?
Hi, We as a support department (within a retail comany) have servicedesk plus , our customer service department want to try out the support-center product. Whilst I could install it standalone and seperate to our servicedesk installation, I would like to find out more about how these could interlink, has anyone any experience in having both these products and how to take advantage of having both products? The only thing I can think of at the moment is when a customer service ticket needs IT
Unassigned Time Report
I need a query to show me how long you were a ticket without being assigned. Ideally that allows me to select a specific support group, select a time range and is the last month. SDP Professional 8108 MSSQL Fields: request_id Date / time create Date / time assign Hours / minutes without to assign Group Category Subcategory Thanks a lot! Mauricio
Service Desk Plus for non-IT task management
I'm the IT Director of a large travel company, firstly I would like to compliment ManageEngine on their products, we are using AD Manager, AD Audit, Exchange reporter and ServiceDesk Plus. I would like to find out from the community if anyone has managed to successfully use ServiceDesk for non-IT service management. We have a number of departments that are responsible for support functions within the business and are required to fullfil SLAs. For example, central data capturing and our internal
Critical : Error while invoking backup. Table not found.
ERROR = *Base table or view not found, message from server: "Table 'servicedesk.arc_servicereq_2708' doesn't exist" * Query = SELECT max(WORKORDERID) FROM ARC_ServiceReq_2708 v8112 MYSQL
Reply Formatting
Hi, we are using the system internally before rolling it out to our users and have noticed a few issues with the formatting of the reply feature Browsers: IE 8 & 9 SD+: 8.1.0 Build 8110 1) When you open the reply window, there is no cursor focus. You need to click into the body of the reply to begin typing. 2) There is no open response area or blank area in the reply body. You need to either delete the existing text or position the cursor above and return several times to create an area
CMDB data feed connector
We are interested in purchasing the CMDB module of ServiceDesk to house our application universe model. One of the questions from management is in regards to diagramming the data feeds and FTPs that happen between servers. Does ServiceDesk have the capability to diagram any data transfer dependancies between assets? If so, how can you go about creating this? Thank you. Dave
Next Page