Giving another requester access to a ticket?
Is there a way to give other requesters access to a ticket. We have many situations where we want a few people to be able to monitor the status of a ticket (and they're not technicians), but I can't find a way to give them full access to the ticket. Thanks!
Issues with Service Desk plus technicians
Hi Today we experienced an issue where independently, 2 technicians logged into SD+ and were not recognised. They were able to login, but their names were not shown and they could see no requests and were told they didn't have access to the tabs (Admin, Change etc). When they changed their AD passwords, all worked fine. However, their passwords were not due to be changed. Any ideas? James Gander Gander Service Management IT Operations and Service Management Consultancy
SDPlus on SQL 2008 Express
Hi all, I would know if SDPlus can run on MSSQL 2008 Express, and if there are limitations using this version. Thanks in advance, Sutot
Service Catalog Approve
HI: I am trying Trail Version , I Make Some User as Department Head and Enable Service Catalog Approval Option ... and other User from the Same Department can make Service Request , and i create some role for the dept. Head users and Assign . Setup : When the user make service request and it will go to dept head and he will approve the Request Problem : but the Dept head user cannot see the Service request of their dept users, How can i fix this Issue..?
Announcements and bulleted list on Home view
Hi Two problems in Announcements editor: 1. Bulleted List seems not working in Internet Explorer 9 2. If I use Bulleted List or rows in Announcements, it not looking useful on "Home" view, SD put togheter all rows. I can not get Bulleted List on "Home" view. Is this something that going to bee fixed?
Make LDAP default at login screen
Hi, Quite new to SD+ and had a question We completely rely on LDAP authentication and would like the have LDAP as the default on the login screen. It'd be even better if I could get rid of the drop down menu next to 'log on to' I perused the docs and forums but didn't see anything that could help. Anyone experience with this? Gregory
Assets no longer in domain remain in store after domain scan.
Apologies in advance if this is a simple fix, I'm still very new to ManageEngine Service Desk administration. After going through the admin guide I am unclear on how to exclude some OU from domain scan. Our environment is set up to discover assets and scan changes using domain scan. This works well for the majority of our assets. However, after some time and changes to the domain a number of workstations are no longer in the domain. The assets remain in the store list after a new scan of the domain
2 computers in our network are being overwritten while adding assets
I got a strange problem. 3 computers in our network, while trying to add in assets in SDP 8.0, are being overwritten with each other. Common thing I noticed with these compuers is that all of them have vmware server or workstations installed in them.
Can't find request
I can see Requests by Technician in my dashboard and I see there that's one of the Technician has one overdue request, but when I click on it, I can't see anything: How could I find that request?
Escalation suggestion(s)
In the build we are currently using (8020) only technicians and the ticket owner (presumably the requester) are listed as people to whom a ticket can be escalated. Since there might be occasions when one wants/needs to escalate tickets to (e.g.) managers who do not have technician access, I suggest that you modify the SLA section to allow: An option to allow selection of "Technicians" OR "Users" Selecting "Technicians" displays a list of the technicians registered in SDP Selecting "Users" displays
Getting agents to report to Servicedesk Plus
I followed the instructions to install the agent on my PC via GPO and am trying to get it to show up under Assets > Workstations > Agent Installed Workstations. I verified that the agent installed on my PC by looking under add/remove programs in control panel, and the Asset Explorer agent is listed there, but I don't see it in the web UI. I looked for some documentation on how to force it to run a scan and report to servicedesk but could not find anything. We presently have two PCs that the agents
Error While Starting ServiceDesk
Hi All I Install ServiceDesk On My System With This Info: OS=widows 7 DB=MSSQL 2008 in Process Time I Dont Get Any Error but When setup Finished Get This Error: Error While Starting ServiceDesk and When I Click On Icon On ManageEngine ServiceDesk Icon Get This Error: The Item 'SDPLaunch.exe' that this ShortCut refere to Has Been Changed Or Moved
Remote control in Service Desk 8 Plus will not install Active X
Using Windows 7 SP1 I am unable to get the Active X control to install on the client when using remote control in ServiceDesk Plus 8 build 8026.
How to track external request/resolution dates?
Hi all, Please consider the following specific scenario: * The requester sends a request in SDP. * 1st level support is provided by a group in SDP. * 2nd level support is provided by a group outside SDP. * 2nd level communicates the resolution to 1st level support. * 1st level support communicates the resolution to the requester. * The report needs to show all closed requests with an indication of: - The creation date of the request. - The date when the request was
First Time Install
I downloaded and installed the Professional Free version on XP and Vista and neither is working. I have tried both the SQL and MYSQL versions on the XP Machine. I have tried the MYSQL version on the Vista machine. Neither bring up servicedesk after install. The ISS is a fresh install on both machines. ISS home screen comes up when I type in localhost. Servicedesk in installed and configured to use localhost:8080, the web portal does not come up. Please advise. I have this installed on a personal
restoring the database
Hello, there is a problem - after restoring the database from backup does not run the client, the log is attached.
Which Notification Template?
I'm having troubles figuring out which notification template is being used behind the Reply button shown in my picture below. The picture is a part of the Requester Conversation. hctestester1 is the Requester, Tammy is the Technician. hctester1 opens up her request to enter a reply. She picks and expands the last reply from Tammy the Technician, and clicks on the Reply button located within the conversation. Which template is that? I have numbered all of the subjects to all of the Request
How do I use the filter?
I am new to trying to figure this whole thing out, but I am trying to inventory our School District's computers into the Manage Engine software. I want to try and do them one school at a time to get the hang of it, but when I go to the Assets > Workstations page, and click filter, I type in (like) VP* hoping to get results that only display computer names that start with "VP". When I hit enter, it just takes me back to the default workstations page. Is this correct? Or am I approaching this completely
Anyway to change maximum attachment size?
10MB limit is becoming a problem, anyway to change this?
Report on Report Module
Database : MYSQL and MSSQL Query SELECT customreport_details.REPORTID'Report ID' , customreport_details.REPORT_NAME'Report Title' , customreport_folder.FOLDER_NAME'Folder' , task_input.EXECUTION_START_TIME'Schedule Start Time' FROM customreport_details LEFT JOIN customreport_folder ON (customreport_details.FOLDER_ID = customreport_folder.FOLDER_ID) LEFT JOIN reportscheduletask ON (reportscheduletask.REPORTID = customreport_details.REPORTID) LEFT JOIN task_input
Keeping all the information what access the users have
Hi, Is there any proper way to store all the above informations on SDP? At the moment we use Assets for people, but this is not the greatest idea. For instance if someone has 3 different domains, and some another accounts on different systems, we would like to attach all this information on the SDP so if you click on the person name it will show all the accounts associated to the user as well as all the assets such as mobile, workstation and etc. Regards Mario
Add Notify Users field to Problem Management
Add a field to the Problem Management ticket where users can be added and notified of the problem ticket.
The users accounts is dublicated after the logon name in AD is changed
Hello, we've a next problem with our servicedesk+ system. We had changed the users logons names in Acrive Directory, and after synchronization, we get a new account in servicedesk+ for each existing user. But we are expected that the old accounts should be updated with new logons names. Can you kindly help us? :)
special report
I am looking for a report that is giving me information about the requests that where created for all assets of a certain product-type. For example. For every printer I want to see the request that where created for that printer. Can someone help me? Thanks
VNC
You should add a link for a vnc connection. I think vnc is better than remote desktop.
Firefox 11 won't allow you to add notes
My team are all running Firefox 11 on Macs. Since FF11, none of us can add notes to a ticket in SDPlus by clicking Actions>Add Notes OR the Add Notes button. There is no response at all to either action. Safari and Chrome are fine.
Unable to open changeDBserver console
Hello, We our facing a problem while changing the database server in ServiceDesk Plus. It throws the following java exception error Exception in thread "main" java.lang.NoClassDefFoundError: Files\AdvenNet\ServiceDesk\bin\\//server\default\lib\SDUtils/jar;E:\Program The version being used is 7.5.0 build 7506. Im also attaching the screenshot. Thanks & Regards Faisal Shaikh
Solution Titles Cut Short in Self-Serve Portal
Hi, My solution titles are cut short in the self-serve portal (e.g.: "Cannot Logout, Shutdown, or Restart Workstation Wh ..."). Is there any way to configure them to display more text? On a related note, my end users are either unilingual French or English. Is there an easy way to store solutions in both languages? My current work-around is to keep both versions of the title and solution explanation in the same solution ID... But then my short title problem is exacerbated. Thanks!
localization - can it be made bilingual?
We need to support both English & French. Will it possible to switch between languages or can we run two instances at different URLs that access a common database? - JC
Reply template, popup window?
Hi, I upgraded ServiceDesk to build 8026, after that i get a popup window every time i use reply template. See attached image.... Kind regards Robert
Time spent and Worklog
What's the difference between Time Spent and "Total" of all Worklog times (see attachments -- Worklog time is 8 hr and Time spent is 15 hr)? I need a report that summarizes all the worklog times for specified requests. Something like that: Requiest ID | Requester | Technician | Worklog time | How can i do it?
conversations in requests
Gents, I'm a technician. When I use Web Interface (WI) and answer to user in request, my answer will be added to request. Also you will see that you answered to user@company.com (you see field To: user@company.com in the answer) But if I use email and answer to ServiceDesk's email and user email, I will see in request only answer without To/CC fields. I.e. you can't chek, was this email sent to user. Can you please keep in the conversation original To/cc fields from email ?
Mail not Feching Exchange 2003
Hello We are using Exchange 2003 and we have enabled the user account with POP. I keep getting the following message when I save, "Failure E-mail setting saved successfully. But error occurred while trying to check connection with mail server - problem connecting to mailbox" The outgoing is fine with the same account details. The software is installed on a virtal server. Thank you Angela
Scanning Macintosh Computers
We have version 8.0.0 of the Manage Engine software but I can not get it to properly scan Mac computers. I have tried Network Scans. I have tried local or global credentials. I have tried having the machines just at the login screen and fully logged in,. It has found some of the Mac but the bulk fail the scan. Is there a Mac OS version that does not report back the info as ManageEngine expects ?
New functionality in Change Management
Can we have a new feature in Change Management where a report can be run / scheduled to display all changes due to be completed on a day, but not completed. this would make visibility of "failed" changes or forgetful technicians easier and make teh process slightly more proactive without the need for additional resources. James Gander Gander Service Management IT Operations and Service Management Consultancy
Email Requester when priority is set
Does anyone know if it is possible to have servicedesk send an email to the requester when a technician assigns a priority to a ticket? What I am trying to do is have a auto reply template setup for each priority and give the user our SLA guidelines. For example if it is set to "Low" priority it will say in the auto-reply that we will be in contact regarding this issue withing 2 business days. Any help is greatly appreciated. Thanks!
Asset relationships and change management
Hi Can Change Management be amended so that when the asset is entered, the Services Affected is pre-populated from the Business Services relationship? James Gander Gander Service Management IT Operations and Service Management Consultancy
Custom Notification Rules
We need a way to send email notifications to some, but not all of our technicians when a ticket is assigned to them. I need a way to create a rule that says when a ticket is assigned to Joe Smith, send him an email. I can create custom business rules, I should be able to create custom notification rules.
SDP Reports about Solutions
Hello to all, do you plan to include Solutions database for use in Reports Tab? Thanks in advance.
Can't find Survey comments
Hello, I'm sure I used to be able run a report that would show the free text comments that were made when a survey was completed. I can't seem to find them now. Where would they be? Running version 4.1.0 build 4112 Thanks.
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