how to add new notification rule template
How to add new notification rule template for send notification mail to support reps when the requests are closed or updated...
How to remove default product types
Hello, Is it possible to remove default product types in SDP ? (keyboard, printer, router, server...) I've seen a post from a 3 years old that explains is possible, but I didn't find the option. My version is 8.1.0. Thank you.
Error When Merging Requests
Hi, We receive the below error when trying to Merge requests, I have recreated the issue and captured within the support file attatched. Please investigate and advise. SDP Version - 8026 Thanks
ServiceDesk Plus not starting correctly
Hi I am having problems with SD+ not starting correctly after a reboot of the server. I am currently running SD+ on a virtual Win2K3R2 Std SP2 server with 2GB RAM and plent of disk space. From the wrapper.log file I have the following details: STATUS | wrapper | 2012/06/26 12:13:04 | --> Wrapper Started as Service STATUS | wrapper | 2012/06/26 12:13:06 | Launching a JVM... INFO | jvm 1 | 2012/06/26 12:13:17 | This copy is licensed to CompanyName INFO | jvm 1 | 2012/06/26 12:13:17
Requester Name does not exist...
In the field "Name" in Requester Details can write only in Latin. When you write "Name" in Russian and then push "Add Request", the error "the requester name does not exist..." When we write in Latin:
Improting data to the ManageEngine ServiceDesk Plus.
Please can you help me with the belwo issue. We just buy the new system and we link all the PC in the servers to ti. But their are some old data that need to be improted to the new system as will such as users and their pc. Is their any way to improt the oldtables to the new system ??
import asset data from excel
Dear Support, I am using SD+ version 7 build 7011. Is there any possibility that we import the components and non IT assets data from excel to SD+. We have about 2000 non IT assets and components which will take lots of time if would be entered manually. Please provide us step by step procedure so that we can register our assets. Waiting for your urgent response.
Redundant Email Notifications
There are a couple of situations where email notifications are sent out that I feel are unnecessary. We have notifications enabled for the group when a request is assigned to the the group and to the technician when a request is assigned to them. Often a ticket is assigned to the group and individual technician at the same time. I'd like to request that a check be put in place so that an email is not sent to the group if the technician field is populated. We also have the notification enabled to
Question regarding solutions Module in 8.1
Has tha ability to create solutions with screenshots or other images improved any in 8.1 such as the ability to paste an image? ie copy and paste from a word doc into the solution without having to use the insert image button. If we are creating a solution that has several steps with several screen captures it is almost to time intensive to use this functionality. Right now if we paste an image and another user views the solution the image does not appear. As so many of our solutions have been created
How to license?
Hi, Good day! I have been using the trial version of Service Desk Plus here in our office for evaluation for 18 days. According to manageengine.com where i downloaded the software, it says for trial version it can only accomodate maximum of 5 technicians and 250 nodes. So here’s my question, how do you do the licensing if we’re gonna offer Service Desk Plus to our clients? Is the licensing based on per user? Per number of nodes? Or per computer where it will be installed? And how much does it
Help with Computer by Software query
I want to be able to list Microsoft Office 2007 Computer 1 Computer 2 Computer 3 Microsoft Office 2010 Computer 4 Computer 5 its very similar to Computers by OS , which is a standard report in service desk. Not sure how to do this any help woul be greatly appreciated.
Service Desk DataBase
how to know where is my db of service desk ?
Matrix report with two Sumarize columns
Hi all, I'm trying to create a matrix custom report, and I need your help to insert two "Sumarize" columns ("Count Request ID" and "Average Elapsed Time"). I did these steps: - New Report -> Matrix/All Request -> Advanced - Column grouping: Created Time / Month; - Group by Category, then Group by Subcategory - Sumarize column by: Count of Request ID; or (Sumarize column by: Average of Time Elapsed) How can I insert "Count of Request ID" AND "Average of Time Elapsed"? pratically, what I want is a
my sql
hi is it possible to add table in servicedesk mysql? i want to add table in mysql and i don't know how to add? how can i get access to service desk mysql in GUI Mode?
Asset history
Is there a way to tell if there has been a change to any of the custom fields that we have added to assets?
Dual Boot Mac creating 2 entries...
I have many iMacs in my school district that have a dual boot Windows/OSX partition on them. The 2 sides are named differently as we have to differentiate between OSX and Windows. If I run a scan while the Windows side is up, it will create a new entry with the windows name and the same serial number and mac address as the entry created for the Mac side. IS there a way to stop this? I had asked previously if there was a way to change the primary key to something other than computer name, and
CMDB / Business service
Hello, Even though the field SITE appears as a default field, when adding a new Business service it does not show up so I cannot add a site related to a Business Service.
Site Content Variable
Greetings. When configuring the message templates in the notification rules, I noticed there is no content variable to indicate which Site the request is coming from. There is a $RequesterDepartment content variable, but it does not qualify which site it is associated. How can I accomplish this? This is very important for our organization since we have several hospital sites and all have the same departments names
Send attachment
I Guys, Using service desk plus, my users send requests to me only through email, and read my response again via email. In responding to the ticket can also send a file? If I attach the file in response ticket, the user sees the email without file, the file I only see him in the request. Thanks Daniel
Remote Control Options
When taking control of a remote computer is there a way to display a message on the remote computer telling the user that we have taken control and when we end a session?
Roles and additional fields
It would be useful to be able to restrict who can see additional fields for users. We have a situation where we need some tech support staff to have access to private information that our organisation wishes to store in SDP. For example, for password resets, our users telephone in and we ask them a series of questions to identify themselves. These questions include some for wich only that user should know the answer. Under the way technician roles are currently defined, we cannot rerstrict who
I have a problem with Russian font when i try to import non-IT assets
Good evening. I have a problem with Russian font when i try to import non-IT assets from CSV file. Instead, the Russian text, I see the following text (�. ������ ��. ��� 124 �.�.T.). I tried different fonts. Please advise how best to use the font when importing. Thanks.
CMDB Export Results
Dear It would be interesting to export the results of relationship in PDF Regards Marcelo
Change Calendar Type
Dear all How can I change the Calendar Type? Or is it possible that I Import the calendar type which I want? If yes, Could you please tell me how can I do that ? Regards Negin
delete or edit reply message ?
Dear all Is it possible to delete or edit the reply message which has sent to the requester through application? Regards Negin
SLA does not work on Service Catalog
Dear all Why the SLA does not work for Service Catalog ?? Please guide me how can I fix this problem Any Idea? Thanks in Advance Negin
Manage Engine SD Plus Service Automatically down......
Dear I am facing issue on SD Plus 8.1 build [latest] on OS win2008 Standard Edition. My SD Plus service mostly down unusually , i am unable to access the SD Plus web URL. When i start manually it start the service but after a minute it again stop. Then i restart my server then service work fine for 5 min then again it down. I am facing this issue since 2 days. Kindly suggest whats the resolution for it. Many thanks for your support. Regards MAJ
Additional Requestor Fields within Service Request Requestor section
Hi, We have added an additional field "username" to the requestor list which is populated (obviously) with the username of the requestor. It would be very handy if this field could also be added to the Service Request Template as part of the Requestor block. Currently, the Requestor block cannot be modified. In general, it would nice to be able to modify the Requestor block in-toto, however the username field would be our biggest priority. Regards, Wayne
Install
Hi, Can I use the help desk software on my hosted web space? Can it be uploaded by FTP? I'm looking for a web based Help Desk system not one that is run on my PC...... Does this software do that.
Does Linux Version of ServiceDesk Plus support AD authentication?
Does Linux Version of ServiceDesk Plus support AD authentication?
SDP doesn't start (wrapper)
Hi, SPD doesn't start: There are two error appear when i'm trying to start it: 1- There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up LogName: Application Source: servicedesk Event ID: 100 Level: Error User: N/A Task Category: wrapper Keyword: Classic 2- There may be a configuration problem: please check the logs. We use 8080, and it remains opened. Thank you for your reply, Jedidia
Server Migration and Upgrade
Hi all, We're looking to move our service desk from it's current server on to a new server with the latest version of the service desk installed on it. Our current version is 8022 and the new server has 8107 on it. I understand the normal way to do this would be to take a backup and then build the same version on the new server restore the data and then upgrade, however, we'd prefer for the new server to be upgraded before we put the data in so we can get it in to a position that we want without
Multiple ServiceDesk installations on the same server?
Is it possible to install multiple ServiceDesk instances on the same server? If possible, would you map it to different ports to differentiate each instance?
Can we make certain requests private?
Hi We are doing a trial of Service Desk right now and like it a lot, however some of our requests will be confidential in nature and we only want a couple of Admins to be able to see them, is this possible to set up?
Auto-approve PO if submitter is approver
I'd like to suggest a feature request. I'd like the option to be able to automatically approve purchase orders if the submitter is also an approver. I constantly find myself having to go back and manually approve POs I create. It would be nice if this would happen automatically. Thanks!
How to make value by default "Approver Name" or add column with "Approver Name"?
How to make value by default "Approver Name" or add column with "Approver Name"?
Sorting Service Catalog
Hello, Not to sure if your able to do this and I just can't find the option but I would like to be able to sort the service Catalog in the Configuration Wizard. Even better would be a way to export the templates so I can import them on our other servers. Sort them would be a nice alternative seeing when both server don't line up it's hard to easily find what templates are missing. Thanks Matt
addrequest API
Is it possible to add User Defined fields in the addrequest method of the API? I'm trying to add a request using this url http://incidencias/servlets/RequestServlet?operation=AddRequest&username=user&password=xxxx&logonDomainName=&DOMAIN_NAME=REPARALIA&category=pruebas&subcategory=pruebas&UDF_CHAR2=texto the request is added but the Subcategoy andUDF_CHAR2 remain empty thanks in advance
I've changed the server name and now when i log into services desk the explorer show the nex error
Could you please help me with this problem!! Thanks in advanced
Switching between Incidents and Services
If someone submits a ticket using a Service Request template, when they should have used an Incident Report, we need the ability to change the ticket to an Incident Report. (We often get people reporting Incidents using SR templates. For the one off incidents it's bearable but when we get a mix of incident reports and servcie requests all for the same incident, we cannot merge them together and close them all in one go. Similarly, if soneone submits a ticket using an Incident Report template when
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