Reassign all requests from one group to another group
Hi All, I need some clarification on an issue I'm having with SDP. We currently have requests assigned in two groups (Group A, and Group B) however, due to restructuring, I'd like to move them all to Group C. I figured the easiest way would be to select all requests in Group A and then Group B, edit them and change them to Group C. The problem is, when I try to reassign them, the only option I get is 'Leave as is' (see attached). I don't understand why this isn't permitted - it looks as though I'm
The SDP service will not start
Hi The ME ServiceDeskPlus service will not start after some problems with full disk on the SQL server. The problems with the SQL server is now solved, but I still can`t start the service. I get the message: "There may be a configuration problem: please check the logs". I guess I should send you some error logs. But I`m not quite sure which logs you want? Running SDP 8 btw. Anne
Service Catalogue in 8.1 - publishing Service details
Hi All, I know it is possible to display the SLA of a service to a requester before request is submitted. We however would like to also publish some of the other details of a Service such as: Cost: Availabilty Target: Service Support Hours: These fields are stored within the CMDB however is it possible for the requesters to see this information before submitting a request?
Translation issue
I see some untranslated English text for Russian User interface. I opened Admin -> General -> Translations and try to find these English words. But I can't find English text.You can find only Russian text. See the picture. There is aprox 10200 phrases for translation. You should click 1000 times on button Next for search the existing English text. Can you please put all phrases on one page. Or choose language for search. If I choose English, Russian translation will be deleted, i.e. I can't translate
Workstation history log
Hello everyone, Have a problem with SD asset history log. We have many PCs with Asset Scanning Agent installed. Everytime PC boots, the agent sending data to the server. The problem is, when PC is old, there are too many history records, and tab "History" opens too long. Is there is a way to delete all scan history records of the PC? Thanks in advance.
How to close a GROUP of tickets?
Hello, please, it's very important in work, how it's possible to close a pack of tickets with the same solution comment? Maybe something like selecting wanted check-boxes and adding one solution for all these topics or something else ?.. We need its function sooo much! Thanks in advance!
Tracking Images from AdventNet Website
As part of a normal install for ServiceDesk Plus, why is an image from the AdventNet website loaded? It appears to be a place holder and much more likely for tracking purposes as the image is 1px square. I would like this removed and have opened an Incident with Adventnet concerning this issue back in February and haven't heard anything back. Quietly swept under the rug??
Updating Products in PO
Hi, Hopefully a simple on. Can someone tell me how to update a Product that is available to be select in a Purchase Order. Just need to update the price of items and do not want to recreate them. Thanks for the help
Cannot start SDP
Hi, I am having problems restarting my SDP application, I have restored from a backup (And I am on the correct build level 5501). When I start up the servicedesk it sticks on 'application layer started'. When I run the Run.bat file at listes the following: ServerContainer [created] AdventNetCC [created] SQLOne Search [created] AdventNetServiceDesk [created] ServerContainer [Started] AdventNetCC [Started] SQLOne Search [Started] AdventNetServiceDesk [Failed]
cartridges reports
Hello. I was added my cartridges (over 600) to sd like assets. i need special report. what asset and how many times get state "in use" for month. catridge serial number (235) state date 49a 235 in use 15.05 85a 215 in use 14.05 85a 215 in use 19.05 assets must be in report if their state change in use-instore-in
Asset agent installed on a pc but does not reflect in scans
On my computer it shows the Manage Engine Asset Explorer Agent version 1.0.5 installed as of March 2012. Within SDPlus, after running an agent scan, my computer does not even show up in inventory. I would like to get a better understand just how this occurs and how to resolve this and other asset discovery issues. Thanks, Lisa G
Can't pickup Office 2007 license keys on Windows 7 64-bit
Hi, We're still running ServiceDesk Plus 8.0.0 We've found license key for Office 2007 gets picked up on all computers except those running Windows 7 64-bit operating system. Does anyone know if this issue can be resolved by upgrading our copy of Servicedesk to 8.1?
Weekend workdays
We have a regular cases in Russia when state sets workdays on weeekends (compensating holydays), so please add Weekend workdays list (may be in Holyday list with some 'is_workday' bit)
need some futures
Hello. 1. It would be useful if the ticket number was printed in "My approvals" view. 2. it would be useful if approver person can be view a notes of request. 3. and we want a future for a backup approver, like backup technican. Thank you.
saving after editing a Holiday doesn't refresh the page or the displayed Holiday List
I am new to ServiceDesk Plus. I am going through the Configuration Wizard. Under Organizational Details, I got to Holidays. With only New Year's day ("New Year"), Christmas and Independence Day pre-configured, I decided to add a couple. I added Memorial Day, May 28th, and clicked saved. SDP saved it. Then I realized I wanted it to be a recurring holiday. I clicked the edit icon, checked the "Check if this is a recurring holiday" check box and clicked Save. It appeared not to save. Just sat there.
ServiceDesk Plus 7005 on Tomcat 6
We have found vulnerabilities on ServiceDesk Plus running on Tomcat 5. Any one here who has an idea how to make it work on Tomcat 6? Audit report has recommended Tomcat 6 and we are required for strict compliance to security standards. Any help on this is highly appreciated :D
Assets schedule scan issue in SD Plus Linux version 8.1
Hi, I have SD Plus linux version 8.1 build 8105, i am facing issue regarding asstest management, problem is that i am unable to scan the assets from the [scan now] button, saying FAILURE :Connection to SSH Service in the workstation failed. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. I have downloaded the script from quick action--- standalone audit. but i have to run
Problem starting server after apply patch
Dear Support, I have apply patch from ServiceDesk Plus 8.0.2.7 to 8.1, Got the error fail to install the patch and then cannot start up services. Try to type run.bat in command prompt and get this error: unclean shutdown with previous run. Would you please advise any solution for it? Thanks. Jason
which is the default URL to submit ticket from user end.
Hello, We need your help ,could you please tell me the URL where user can submit ticket to resolve his problem. Tapan
Remove SLA's against Request tickets
We are currently in the process of evaluating Manage Engine SD Plus version 8, and wanting to know is it possible to remove the SLA's against Request tickets, while keeping them for Incidents?
Moving to new server with agents installed on assets
We want to move to a new server and understand how to do that. We have agents installed on our PC's now and in the registry of the PC's, it has the ServerIP and ServerName hard coded as the original server. Should we uninstall all agents prior to moving to a new server and then reinstall from the new server or is there a more automated way to get the agents to update and point to the new server installation? This will be both a change of server and database server.
To what extent are attached hardware devices scanned and included with the workstation?
We are using SDP 8.1 We have several workstations with high-speed scanners attached. I noticed these scanners do not show up under the asset. To what extent does the agent or SDP scan for hardware? I noticed it included flash drives, keyboards, mice, and printers, but it doesn't seem to include scanners. Thanks!
Error while opening CI Type screen after migrating to 8.1
We are doing a test migration as below Previous Version : 7.6.0 Build 7611 Current Version : 8.1 Build 8105 All steps went fine without any errors. When I try to open certain CI Types I am getting the below error In Mozilla Error in componentVendorFormresult.getElementsByTagName("notassociated")[i].childNodes[0] is undefined In IE Error in componentVendorFormUnable to get value of property 'nodeValue': object is null or undefined What could be the problem? Thanks in advance. Regee Chacko
Custom Script before or after User Deletion
It would be very nice to have an option in conjuction with the Delete Policy: o "Run Custom Script" Script Command ____________________________________ o Run Before Deletion o Run After Deletion
Linking a Subcategory to a Request Type
Hi, We are having some issues with ours technicians at the moment they create a incident/request, because they choose a subcategory that clearly is an incident and they select "Request" instead of Incident. The idea is the following one: Category : Desktop Subctagory: Email Item: Configuration Having that criteria, SDP automatically sets the request type as "Service Request". Category: Networking Subcatecory: VPN Failure With that criteria SDP sets automatically the request type as "Incident" The
How to remove items from network scan
We have some qnaps (file stores) and other file storage , how do i move them from the workstation asset to the storage asset group ?
SDP - Tier levels - How to use?
Hi, Can someone bring some clarification on how to use tier levels in SDP? It seems that the only place it appears are the incident tickets, but I found no way of configuring it. What is the best practice of using tier levels in SDP? Thank you, Miron S.
SD PLus migration windows to linux
hi, I am migrating my SD PLus from windows 2003 to RHEL 5.7 Steps 1) i have take the full backup of SD Plus 8.1 build 8105 Step2) Install RHEL 5.7 and install SD PLus 8.1 build 8105 version Step3) Restore the backup on linux machine All done successfully but the problem is that I am using Active directory in windows 2003 SD plus version 8.1 build 8105, when i restored backup i am unable to login to SD plus console in linux so i made few changes in my SD plus 8.1 windows version before the full backup.
Microsoft software being labeled as under licensed
In our software inventory, we have several Microsoft products that are showing up as under licensed. When I click on these software items, nothing is listed on the License Agreements page. Why is this showing up as under licensed? I can't find anything anywhere in SDP that indicates we are tracking this software usage. Is this a bug, or do you automatically track Microsoft products like Office, Windows, and Server? Thanks!
Bug with "actions" button in admin module
Hello! I'm testing SD 8.1.0. Database MySQL. Browser IE 9.0 In admin module ->users->requesters i don't see "actions" button when i change interface language to russian (screenshot1-2). When language is english or other - all is good. ctrl+F5 doesn't work. In Firefox this page looks good. I've tried to contact to your pre-sales team (eval), but there was no answer.
SDP 8.1 email issue
Hi, Is it possible to email an email address when a certain request comes in? (probably the request from a template) Thanks Martin
moving from old helpdesk to servicedesk need CSV templates
I can export all my data from the sysaid helpdesk and import it into the servicedesk if i had a service desk template for the CMD and ASSET can anyone Help thank you
Forms for create a ticket (Web Based)?
Hi Team, Is there any way to allow external users to creat a ticket from a Web Based Form? I mean, appart of a e-mail, can an external user create a ticket? thanks memo_garc@ovi.com
Cannot create a custom view
Hi all. When using SD+ Enterprise Edition to create a custom view in the Requests tab, after selecting the relevant fields and clicking OK it seems to get stuck in a redirect loop. The Window title is "NTLM Failed Redirecting to Login Page". Any suggestions welcome. Thanks, Dave
Duplicate requests
If you have two or more different people that submit tickets on the same issue is it possible to link them and resolve them as one?
SDP 8.1 8105 hangs when adding new incident template
Hi, when I am adding a new incident and hit save, the processing box appears but then stays there with the hourglass. It doesn't get any further. What is the reason for this? Many thanks Martin
Error when running report
I have created the query report below. (SDP 8026) SELECT wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester", awo.STATUSNAME "Status",awo.URGENCYNAME "Urgency",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician", wo.TITLE "Subject",wotodesc.FULLDESCRIPTION "Description",longtodate(won.NOTESDATE) "Note Date", won.NOTESTEXT "Note",tsd.Title "Task Title",longtodate(tsd.SCHEDULEDSTARTTIME) "Scheduled Start",longtodate(tsd.SCHEDULEDENDTIME) "Scheduled End",longtodate(tsd.ACTUALSTARTTIME)
replace request field "Solution" by well-know solution.
Hi, All ! Ones we have the question from the customer. We create the request in Service Desk, based on customer`s question. In case, the problem is well-known, Knowledge base of the Service Desk have a solution for it. I want the field “Solution” of this request will automatically replaced by the field “Solution” of such well-known problem. How could I tune this?
Using PFX Certificate for SDP
Is it possible to use a PFX certificate instead of .keystore and .cer certificate? Is it also possible to use a wilcard certificate like *.de.something.com?
unable to login
Hi I have migrated my SD Plus from windows to linux , i have SD Plus 7.5 version i upgrade it to 8.0 8017 , then i have take full backup of it.. Now i install SD PLus on linux machine RHEL 4.5 , the SD PLus 8.0 8017 latest one , then i restore backup on it. backup restore successfully. but when i execute the url: http://localhost then i am unable to logon , neither with my AD user nor with administrator, i am supplying correct password both. But i cannot find the "OPTION " link which will be shown
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