Purchase Order --> Asset Exclusion
All, Is there any way to do an exclusion when receiving items from a PO? Every item received from a PO automatically gets added to the Asset Listing. This was fine when we had unlimited Assets, but now that we are limited, it's a problem. I really don't care if we have power adapters, thumb drives, or even a $5 keyboard in our Assets. But, it's filling up our Assets and we can't add more. Thanks
Multiple E-mail Modes
We are currently on SDP 8.0.0. We have two modes for E-mail: "E-mail Office Hours" and "E-mail Out of Hours". What we'd like to do is have ServiceDesk automatically choose the mode based on the Operational Hours. Is there any way to do this? I've looked through the e-mail server settings and the business rules, and I don't see anywhere to configure the e-mail modes. If this is not possible, is there any way to set which one is the default? We had been on SD 7, and it was defaulting to E-mail
Updating Site Info
We have a list of sites in our financial software, and I would like to copy it into SD+ via a daily SQL job. In which tables can I find the address, site name, and phone number?
Group & Technician cannot be defined for SLA
Version7009. The number of SLA variables are quire limited. Can the list of available variables be extended to include items like: - Technician - Group
Asset with dot in the name
Gents, I have the following issue. We use dot (".") in the names of network sockets. We created network sockets as assets. All works fine, but if you open Relationships for this asset, ServiceDesk will strip all characters after dot. Can you please fix that ? See the attached screenshot.
New issue - choose asset by asset number and not CI name
Hi can you please let me know if the above is possible?, our users don't know their machines by the CI name as they have assigned 002456 asset tags and when they log a new issue all that is presented to them is the CI name Thanks
Deleting Contracts
hi. When selecting and deleting contracts from a found set of contracts, I'd like SDP to keep me within that list. Currently, it takes me to the Open Contracts list, even though my work is not done in the previous list
Switch Scan Failed.
Hi, I'm trying to add the switches to SDP and it fails. Cisco 2950 works(scanned and added) but Alcatel & private devices fail to scanned. (Both are using same SNMP protocol) (I attached the SIF file)
Unable to View the full technician list in the technician field
Hi Support , Service Desk Plus version 8.0.0 built 8013 . with 300 technician license . My Probelm. I have created a incident template called "compliance" and added the technician field . There are also other fields added to this template. Why I want to create a new incident and I want to assign this incident to a technician , i am unable to display all 300 technician in the technician drop down list . Please help what must I do Thanks Kanten
Problem with Simple Matrix Timespent Report
Hi, I'm trying to get a simple matrix report similar to the following. Technican Cat_1 Cat_2 Cat_3 name___1 01:30 00:30 00:00 name___2 08:30 15:30 10:00 name___3 01:30 00:30 00:00 name___4 01:30 00:30 00:00 name___5 01:30 00:30 00:00 I setup the report by selecting the Simple Matrix Report with Category on the top, technician on the side and Sum of Actual Time. However the report is not generated but returns the error "No data available to generate report. " There is data there as the Advanced Matrix
Audit chnages report
I need a report with Audit Changes of computers with filters: Change type like: "system" change details starts with: "(WORKSTATIONNAME) changed from" Audit time: las 7 days Is it possible?
FR: Allow admins to rearrange Services in Service Catalog
It would be great if admins of SDP can rearrange Services to make them look as intended. Now this list is sorted by the programm.
Multi-language Service Catalogue
I have just finished adding English entries to our request catalogue and now we require a French translation of the catalogue. I have tried using the same entry as the English request catalogue but I just end up with very long and obstructing links, so I must avoid this. Is there anyway to create a French request calaogue and assign it to a specific organization site?
support group role
hello i made seperate support groups of technicians, and i want each group to enter on his page and see only his requests, changes, problems and generate only reports related to his group. how can i do it?
preventive maintenance
While creating a preventive maintenance task can I select multiple assets in the same task because I’ve a lot of assets that have the same preventive maintenance task so to avoid repetition I can select all assets in one task
Search text
Hi, Maybe my question is stupid. Can you make a search through the text of a ticket? To explain, as if we were to use outlook and are looking for a word contained in the text field. Thanks , Best Regards Daniel
"Keep me signed in"
How would I go about removing this option from the login page? Thanks
relationship
I’ve more than 1000 asset so how can I define relationship between these assets in an automatic way or can I import it from a file for example, and how does the relationship help in assets/requests management
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
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