Business Service Category and IT Service Category
In version 8.0 there was only one type of Service Category, now in version 8.1 there are two (Business and IT). Within this division, how can I convert an IT service (previously registered in version 8.0 and was imported to version 8.1) for Business Service? Sincerely,
E-mail Id(s) To Notify autocomplete
i need to know why the field of "E-mail Id(s) To Notify" is not autocomplete when begin typing the name at the requester why work fine from the technian
AD's users
Hi SD+ guru, I would to find out - why some users doesnt import to SD+? They all have the same privileges’ and are member of the same organization units. thanks and regards, the_script
SDP Remote Control over Internet
We are running SDP v8.0. The Remote Control feature works great for internal users but we have about 30 remote employees who operate on VPN. Occassionally they cannot get connected and we need to be able to Remote Control their machines. How can we configure Remote Control to work over a WAN? What ports need to be opened, etc? Thanks, David Lambros
Changed CI to have parent problem?
Changed one CI to be a child of another parent CI. Now I cannot seem to find any of the asstes for the moved CI?
Technician Notification
Currently I have it set that Technicians get notifiied when a request is assigned to them. Servicedesk personal are technicians as well but when they assign certain tickets to themselves they do not recieve a notification. Because they go through so many tickets in a day is it possible to enable that so that they can get notified when tickets are notified to themselves? they sort there in box notifications to see what tickets they need to work on. thanks
Servicedesk plus 8 replication on to DR server
Hi. What is the ideal setup for Servicedesk Disaster Recovery (DR)? I've initially did a transactional replication of the database to our DR server. It worked fine when I started replication WHILE I'm logged on to Servicedesk in DR. I can see all updates done in PD got replicated to DR. But as soon as I've logged out of it in DR I can't log back in. Error I'm getting is "username or password is incorrect" eventhough I've entered the correct credentials. Seems to me that something on the backend
Consumables Inventory
Hi, I was wondering is there a way to manage consumables, like printer's (Ink, toner), paper, Projector bulbs, ect.. In Service Desk. Thanks
delete obsolte backups
Hi community, it's a good thing to make scheduled backups; but at one point the disk will be full and it will be necessary to delete old, obsolete backups. As SD does not provide this, I have a tool who delete all backups older then x-days. So far so good, but is there an easy way to delete also the backup history in the SD tables??? Thx for any suggestions (Mysql statements, ..) Regards, Stephan
Data dictionary SDPlus
Hi, I would like to customize some reports. Is there a data dictionary of ServiceDeskPlus 8.x? Thanks in advance, Sutot
How to ensure that multiple techs dont update same ticket
Something we've come across numerous times that is now starting to annoy is that if two techs have the same request open and one saves, the other one isn't advised at the time they save. Happens most when working an unassigned list, and one tech may categorise the request and send a reply, and then the other tech does similar just after. How are others getting around this, and any suggestions on ways the product could be improved/setup to minimise this. Settng the request list page refresh to a minute
Task Overview Tab
Adding a Task to a Request is a great feature. But as far as i can see there is no view where a Tech can see all of his Tasks. May it possible to add a new Tab with Tasks or enable to view them in the Requests-Tab (maybe using a Filter-Option). In a Request i want to see a Option to see all assigned Tasks and their status.
secure problems
Hi SDP forums members! This evening i had big problem. When i checked my email, i got notification that someone opened new request. His surname is not familiar for us. I checked out request and there is advertisement. To other word: 1. new user was registered this evening 2. New user opened new request and attached advertisement file. question: how they did it? Our SDP available only in our network and only few people has access. Administrator password was changed. Why and how this happened?
Not able to install agent
I am encountering the following error message when I tried to install the asset management agent on some computers. it does not show up under workstation agent version and it is not listed under software also. After I tried installing the agent, it will show up with the error message. FAILURE :Agent is already installed in the machine. Troubleshoot
v8.1 and mac scanning
hi i am pleased to see that mac scanning is now working on my network with version 8.1 i do have a question and a remark 1) what settings should i use for scanning, global or local credentials 2) if local do i pick windows (no), unix or other, i think unix 3) i have problems scanning 1 mac, what should i check, remote ssh is enabled, what else can it be? the mac that i did scan successfully has now detected all software but they way software is being displayed is a bit weird on windows the scan will
Timer Stop Status
Hi Team When we create a new status with TIMER STOP option , will it affect only the RESPONSE Time (STOP the timer) or will it affect the Resolution Time/Date as well ? thanks Gopi ME Tech
Unable to see original email headres
Hello We have problem with smooth launching Service Desk Plus 8 (build 8013) in our organization. Our department receives request via emails. The problem is that in the details of such automatically created request, we are unable to see: - list of original recipients (TO:) - list of original CC addresses (CC:) Without that we are unable to react properly: 1. A lot of emails is send us just four our information, usually by CC address. We simply don’t know if this request is normal request, on which
About Time Spent
Hi, On my weekly reports, i measure time spent on certains incidentes/request and i found some that the time spents shows "00:00:00" and i check the History of that ticket and i see that the techinician have properly updated the ticket status (From Open to Atent it and then Resolved); and in others, with the same process (From Open to Atent it and then Resolved) have (for example) 01:55:09, so i don't understand how does it works. So, my question is about how shiuld be the proper maner to use SDP
Audit Reports - need results to show "who" did change
Hi... I believe my resource manager used the "Audit Reports" to show what changes have taken place on the scanned workstations/servers. However, she would like the report to reflect "who" was on the server at the time the change took place. Is this possible? Additionally, would like to customize Audit Report to specific workstations or software changes. Haven't found a way to customize Audit Reports by the Query mode. Thanks! Also, wanted to "signup" for ME Community, but SignUp button
Worth upgrading to 8.1 or wait until a few patches?
How's everyone experience that made the jump to 8.1? Is it worth upgrading too or wait for a few patch releases?
files in the request
Dear developer, please tell me where to change the size of the spread the files in the request? Thanks in advance.
How to disable request creation by email
Hi, I have a question, due to some reason we would like to disable request creation by email, I know the option of email fetching but if I stop email fetching I loose requester replies as well. Is there any option or workaround to disable email request creation only. Thanks & Regards Faisal
Device Distinction ie. Device Specific data fields
Given that it seems CMDB will not be in the Professional version of SDP, I would like to request a feature be added to the professional version of the software for establishing device distinction. This is something that desperately needs to be added to this version. Currently we have the areas of: Workstation - Additional Fields Asset - Additional Fields While these areas provide us with the ability to add extra detail to the workstation assets we track, the Assets - Additional Fields loses its
Report request please
Hi there, I have an existing report that I would like modified and the person who wrote it has left the company. I don't have the knowledge to use the query editor to edit it and I need information additional to that available from custom reports. Please could someone urgently help me? It can be based on this report (screenshot also attached) but requires a lot of additions: SELECT std.STATUSNAME "Request Status",ti.FIRST_NAME "Technician",ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN
Service Catalolog and Priority matrix
Hi everybody The priority matrix is perfect to determine all the deadlines and the SLA, and is also perfect to follow the requests. Unfortunately, it seems that this priority matrix can't be used when we create some services in the Service Catalog. According to some contacts, it seems to be normal (we must use the SLA from the Workflow tab in the service request), but, if, for some reason, we change the urgency or the impact of a service request, the SLA is not automatically changed (even if the
Changes - start time incorrect after Daylight savingstime
Version of SDplus 8.0.0 Build 8012 We noticed today that after the daylight savingstime change this weekend that all changes that was created during the winter time, the scheduled start time was changed with +1 hour. If the time was set to 9:00 am its now at 10:00 am. The time for the start of the change shouldn't change just because we moved the time +1 hour. Most likely its the same for Scheduled end time but im not sure there.
remaining time of the SLA
You can add the functionality of the remaining time of the SLA on the screen of the ticket
Preventive Maintenance not working on 8027
We upgraded SDP from 8026 to 8027 and Preventive Maintenance stopped working. They tickets are not being created. I've tried existing PM task and creating a new PM task. Does anyone have any ideas of what to look at?
Embedded Ticket Links
I would like to see someting similar to BugZilla where you put Ticket #123456 or Ticket 123456 in the description, worklog, or notes and SDP will automatically turn that into a link to the ticket you are referring to. Example: https://bugzilla.mozilla.org/show_bug.cgi?id=23679#c211
createdtime and MS SQL Scripting to decipher date in reports
I created the following Script in MSSQL and it is working. I have Two questions. SELECTChange_fields.UDF_CHAR1 ,ltrim(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Open Date' ,changedetails.CHANGEID ,INITIATORID ,TECHNICIANID ,STAGEID ,PRIORITYID ,CATEGORYID ,SUBCATEGORYID ,ITEMID ,APPR_STATUSID ,CHANGETYPEID ,URGENCYID ,TITLE ,DESCRIPTION ,SCHEDULEDSTARTTIME ,SCHEDULEDENDTIME ,COMPLETEDTIME ,NOTESPRESENT ,SITEID FROM ChangeDetails, Change_Fields
Consumables Management
Hello, I've been recently looking into ways of tracking changes of consumables such as Printer Toners, and also Company Resources. I would like to see a Consumables Option within SDP to track stock levels of a consumable. For example when a Toner is changed, I'd like to assign the Toner to the relevant Printer asset. Then when stock is running low, an automated e-mail sent to the person who procures the Printer consumables. Cheers, J @ Surrey Satellite Technology
SDP 8.1 Reply/Resolution Template Issues
Hello, We upgraded to SDP 8.1 today and then applied the latest patch 8101. Everything seems to be working fine (cookies/cache cleared) with the exception of Reply/Resolution templates for general administrators. Previously on 8.0 8027 everything worked as expected. After the upgrade any non-admin technician cannot use the templates. They can select it, acknowledge the popup but it never adds the text of the template into the reply/resolution box. If I switch them to admin permissions (SDAdmin),
How to update agent when upgrading from 8.0 to 8.1?
We are in the process of preparing to upgrade from 8.0 to 8.1. How do we update the agents on all of our machines? Do we need to uninstall the old agent and deploy the new one? Or will the new agent update all the old agents? Is this an automatic process or do we need to manually update the agents? Thanks!
Scanning of Win 7 workstations fails
- Using SD 8.00 build 8013 - Firewall disabled on all workstations - Dcom enabled on all workstations - WMI enabled on all workstations - Using serviceaccount with admin rights to all desktops. still:... scanning of windows 7 workstations fails with message "either access denied or DCOM might be disabled" What could be the issue here?
Can I associate an incident to a business service?
Hello I am using latest version of the software. In the new features releases I could read: http://www.manageengine.com/products/service-desk/readme-8.1.html View the pending requests, problems and changes raised for Assets, Business Service or IT Service from the relationship map. but I do not see how to associate and incident or request to a business service, is it possible? Thank you
New Incident Form Clears Group
Hi, I just updated to SDP 8.1 Build 8101, but I would like to point out that I had this issue with version 8.0 build 8026 as well. When I create a New Incident, or edit an existing Incident, after clicking out of the Requester Details "Name" field, the "Group" field gets reset to "--Select Group--". The same thing happens if I tab out the field. At this point I've just gotten used to having to select my Group twice, or selecting it as the last item before adding or saving a request, but it does
Technician access to archived requests?
I setup my SDP 8 installation to auto-archive closed requests after 1 year. Should my technicians be able to access these requests once they are archived? I can see them fine as an administrator, but the standard Technician role doesn't seem to be able to access these items according to the rights assigned to them. The "user does not have sufficient privilege" screen is displayed unless they try to view a request that was 1) created by them, or 2) assigned to them. Example: Technicians are assigned
Effects of blowing out asset list?
I am very new to ManageEngine, and have been tasked with getting our asset lists in order. We use the domain scan in our environment, with about a 50% success rate. About 25% fail due to what looks like the usual: firewall enabled, credentials incorrect, RPC/DCOM settings not configured. The other 25% are simply not relevant in the domain (test machines, should never have been in scanned OU, etc). That 25% represents several hundred assets. I am walking into this after the system has been running
ICT/ServiceDesk mailbox suggestions
Hi all, We've been using SD+ for about 4 weeks in a live environment, although we haven't distributed the portal URL to our users as yet. One of the dilema's facing us is the use of our existing ICT mailbox alongside the one that SD+ utilises. Ideally we'd want one mailbox where our users and such can email ICT and SD+ could pickup requests with an ID in the subject line and leave all emails alone, but this this doesn't seem feasible with the current spam facility. With SD+ also utilising an
Internet Explorer 9 observations
Not sure how many people use IE9, we do because of the restriction and customisation we can apply/deply and control via group policy. Not only that, it's our prefered Browser choice and the standard that comes with MS Operating systems. I'm sure everyone has their favourite but these are some of the issues we've come across with SD+ Tasks - unable to expand Description and Comment boxes Heading tabs - While on Home, select another tab and both display as active - ok in 'Compatibility Mode'
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