modify web pages
How can modify the web pages of service desk plus (not just the login page) ?
SDP Notification: ERROR : Mail fetching process stopped
Hi. I hope someone can help us with this issue. The Mail Fetching process stopped if some users send mails which includes a picture to our ServiceDesk . We can reproduce these with a user they use WinXPSP3 and Outlook2010, the mail is formatted as Rich-Text. When he send the mail to the ServiceDesk we receive the below message. Product Name : ManageEngine ServiceDesk Plus Build No. : 8100 System Error Notification An error occured while processing email with subjectOfMail : mail subject messageid
Database trouble
Hello I have recently done a new installation of SDP 8.1. on a virtual server. We have a mssql 2005 server with the database on. This server is the same as before. My problem occurs when I run changedbserver.bat to change from mysql to mssql. When I hit "save" I get this error: "you cannot configure this dbserver because the db server is compatible to build 8022 and now you are installed 8110." And after clicking "ok" it says that the service will not start. Is this because I was running an older
Request approval.
Good afternoon. We have a situation in the company that when we request approval for an incident for a person who is requesting only, that request is not displayed on the Service Desk Plus as information pending. This user only receives the e-mail and can take action through it. If the user miss this e-mail, will not approve a request until a new e-mail is sent. How I do to solve this problem? Thanks. Miguel may
Unassigned Tasks sends notification
Good morning, We're getting an issue with tasks notifications, when a new task is created within a request, and the technician is not assigned but the group is, it's triggering the "E-mail technician when a task is assign to them." notification. It's sending emails to technicians that belong to the task's assigned group, but the notification should be sent only to the technician once it's assigned, as in the name of the notification (so no notification sent with only group assigned but no technician).
Auto Fill Tasks
We have a couple incident templates that have multiple tasks. And we were wondering if you could add a feature that would auto fill the tasks with the Technician who is filling out the requests. This would be far more convenient than having to go through each task and having to assign it to yourself. Thanks
Site left blank - requester
WHen I imported all the AD users into SD we encounter a problem. Some users were not able to log in and the system would give them an error similiar to "The user is no associated to an account, site or region". So, what I did is go into the requester's edit form and found out that the site was left blank. When I click on the drop down menu nothing show there. How can I solve this issue? Kind Regards Julian
SDP version 8.1.0 - Mail fetching error - Mail fetching is delayed due to start time and finish time is ZERO.
What causes this and how do I get it fixed asap? Tickets are not being generated from emails.
Insert Resources (Questions & answers) programatically
I'm trying to insert "Resources/Questions" in a service request template by an external routine using this steps: - firstly, I use the API to insert the main entity (workorder table) and get the WorkorderID - then, I insert one record in WO_Resources table, with the correct ResourceID and the WOID I got from the API - finally, I insert 1 record for each question in that resource in the "ResourcesQAMapping" table, getting the questionid from the table called "questions" and the MAPPINGID from WO_Resources.UID.
when i search a new workstation, it replace an existing one
HI, I´m installing the agent in a few machines, but it detects 3 of them, then if i make a seach and the workstation is found, one of the finded before is reemplaced this new one. whats wrong here? Thanks in advance
Working Hours
Dear All. I am New to Manage Engine, I want to set Working Hours of My Organization, But I can't find where to set Working Hour and non Working hour. Please it is urgent . Best regards
Redirect Request to department tech support
Hi. In my place, i have diferents departments, each one, have a technical support. I need that if a costumer of department A need tech support, The A technique receive the request. Is that possible with this system? how do i configure that to make it work that way? Thanks in advance
SDP bug and questions
Hi, we recently upgraded to SDP 8.1.0 Build 8109 and noticed 2 bugs in it. The first one happens on IE9, when you open a request it will not always show the description. To fix that you need to refresh the webpage. This behaviour is not happening with Chrome or Firefox. The other issue is with Chrome and the request ID field. Here's a screenshot of it : Chrome : IE9 : I also have 2 questions regarding this upgrade : 1. Is it possible to expand the actions menu? Instead of having a drop down menu
Specific notifications for sites
I am looking to disable notifications of requests/incidents being sent to technicians assigned to a different site from the requester. Is this possible? Example Requester from Site A submits a ticket to Servicedesk. Both technician from Site A and technician from Site B receive a new request notification. I would like for only the technician from Site A to receive a notification email.
Problem/error with asset category (upgrade failed from 8027)
Dear Support team, Can you please help to fix that problem. Somehow, during the testing of assets module, we delete (?) asset resource called "Access Point". I dont know how. And we forget about this. But when we start updating our version from 8027 to SP1 we recieved error like below.. We try to recreate manually Access Point, but it not helps. And when we try to open this IT asset (Access point) we recieve such error. Can you please help in our case? Can we recover this resource and update
Unable to access servicedesk via port 8080
Please we had a little issue when starting servicedesk, it gets stacked in the application layer. I changed the port from 8080 to 8070 and is going through. I will like to know if you can get me a script to stop any service running on port 8080 with the exception of servicedesk because checking from the process id’s in windows the port has a binding with the “system” process.
Training for ServiceDesk Plus?
Anyone know of an ITIL certified trainer in UK for ServiceDesk Plus?
Automatic Delegate request to corresponding technician
Hi. I have 4 sites, each site have a Technician, Is possible to configurate the application to delegate the request to the corresponding technician? Thanks in advance
Allow technician to manage inventory of a specific Site
Hi. How do i configure technician permission to allow it to manage only the inventary (equipes and licences) corresponding to one specific site? IE. The site1 technician, can add new equipes, load new licences and asign those licences to equipes but those in the site1. Thanks in advance
How to insert a new software licence
Hi. I´m getting problems to insert a new software licence. When i go to :Inventary/ software licences / add New. When i click the + botton that´s by the side of the product name combobox, to add a new product, a new popup window is opened. At this window, i must introduce product name, and choose a software from managed software, but there's nothing to choose. where i shoud insert that category? Thanks in advance
report pulling all fields in purchase order
hi, i m looking for a query report which could get all fields in the purchase order, including product type, description of each item and remarks. thanks.
SDP 8108 Backup Error
Dear Sir, I have problem with backup database, it error is: Pls help me to fix it, Thank you very much! C:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Aug 7, 2012 1:59:42 PM com.adventnet.servicedesk.server.utils.SDDataManager
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Error in componentVendorFormresultgetElementsByTagName("notassociated")[1].childNodes[0]is undefined
Some pc with the agent installed are not discovered
Hi: I have installed the agent in my lan. There are 4 pc with the agent, but only two of these are discovered. Any suggestion? thanks in advance
Solutions - View of the topic is cut
Hi. Having a problem with the view of the topic in solutions, it cut som part of the text, see the attached file. Is there any solutions or possibility to get more of the topic text to show? Or is it a limitation on how many letters that default will show...? Regards Terje
Approvals
Hi... When we sent mail for approval then does the approver can approve the request by using Blackberry. regards vaishali
Asset screen and navigation
Dear supportdesk, Is it possible for you to implement in near future releases a way to better navigate trough your asset screens. It would be very usefull if you could easily navigate trough the different asset screens, with buttons or something, now you have to close a asset screen and open the next one, if you could do this from within the asset screen of an CI item that would go much faster. Many thanks. Raymond Boer
What's the difference between Requests and Tasks?
We are just getting started with ServiceDesk Plus. When is it appropriate to use a request vs. a task? Requests can have many tasks, but does that mean every request should have a task? We have set up some request templates that require work from multiple technicians. Is this a good place to use tasks - one task per technician/step? Related: As a technician, how do I know what I need to work on right now? It seems there is no way to see something like "my active requests and tasks" on one screen.
Option to not send notification e-mail
It could be useful to be able to set a ticket to not notify a user when it's created. Especially for calls in which we open and close the ticket in the same call. We log the call, but there's really no need for an e-mail to go out to the user at that point. It would save us some confusion trying to explain to the users why they're getting a request notification.
job title in requests
Job title not view in requests detail We can see it only edit request Why? How show this field in request detail page?
Create requests using service tag number
All of our assets have metallic asset tags with a unique 4 digit number. We record this number in SDP as the "asset tag". When an employee calls with a support issue we ask for the tag number. Is there anyway in SDP to search for the tag number then start a request using the results. I cannot find anyway to easily create a request using this number. Every asset search wants an asset name. Thanks again.
How to change the header of the Report's header?
Hi Dear Support, I have a task to add to query report some information in the header. So I had no problem to wright query report and at the moment it looks like a table. Now I need to add some custom information in the top part of the report: several text lines and dates period, which were used in the query. Please advise, how can I do this? We are using MESDP 8.0.0 Build 8017. thank you in advance, Irina
Translation of status
Hello Support Team, I have a customer (SESC GOIANA). hey find interesting that the status OPEN, CLOSED, RESOLVED AND ON-HOLD be translated for portuguese of Brasil. See the translation below: OPEN: ABERTO CLOSED: FECHADO RESOLVED: RESOLVIDO ON-HOLD: PENDENTE
Reply to Requests Auto Populating CC Field
When we reply to calls that have been Automatically logged in Service desk via the mail fetch, it always populates the CC field with the account the emails were originally sent to. To try and clarify, I've created an account called ServiceDesk which is used for the mail fetch, this receives a copy of all emails sent to our main support email address (ITSupport@mycompany.com). The calls are automatically logged just fine but whenever a technician reply to an automatically logged call, ITSupport@mycompany.com
availability chart
I would like to make an escalation rule to the next technician on the availability chart, so how can I do that
Service Catalog ability to change the template....
I have already requested this to be an enhancement with SDF-36189 and do not see this in the "known issues" area. I would think that this would want to be escalated to a "known issue" since you cannot expect the customers to always select the correct template. IF they do not select the correct service catalog template, you do not have the ability to switch it to a different template, unless I have mistaken the Service Catalog's purpose which was to create a way to handle the customer's request in
auto assign /shifts
I’ve 2 shifts one in the morning and one in the afternoon till midnight so how can I set it for technicians availability chart
Update from ServiceDesk version 7.6 to 8.0
Hi Everyone, We are currently running ServiceDesk Plus version 7.6 and want to upgrade to 8.0 cleanly by backing up the database, uninstall version 7.6 then installing 8.0 then restoring the old 7.6 database. Is this scenario possible. What would be another avenue for this? Regards, T
A Real work planner
Hi all, it would be great when you would realy be able to plan the shifts and so on for your technicans in the workplanner. Then you always can see how many technicans you have for the night shift and so an. Perhaps it is possible to realize it with a algorithem system e.g. 5 Days Night shift onde free day, 5 Days late shif one freeday 5 days early shift and so an and then use this algorithem for a whole year. Best regards Thomas
Request Type field not listed in TimeSpent reports
Hi there, As far as I can tell, when creating TimeSpent reports (or editing existing ones) there is no way to access the Request Type field, either as a column to include, or criteria to filter on. This seems strange as most other Request fields are available in this module. Am I missing something? Is there a technical reason, or is this just an oversight in the reporting module? Thanks, Richard
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