Assets scan in SDP 8022
Tried both agent and script scanning. Same situation: All our 15 PCs with ASUS motherboards are shown in assets as System Product Name Service Tag: System Serial Number Model: System Product Name (System manufacturer) and it is ONE asset, so after each scan we have a records in history of this asset: Computer (nsk-wst012.msk.local) - Name changed from nsk-wst009.msk.local to nsk-wst012.msk.local Computer (nsk-wst012.msk.local) - BIOS Version changed from 081810 - 20100818 to 071510 - 20100715 and
Se others technicans request in request view
Hi How do I see others technicans request easy in request view? can I make a filter for that? problem is that I must do a filter for eache technican, it´s to many technicans=many filter views...
anyway we can make the Worklog visible to requesters
Is there a way we can make worklog on request visible to requesters (read only) to show them the work is being done.
LDAP down, I can't login
This is mine problem, I selected LDAP connection and now, in my login page I can't no more select my domains. There are only LDAP and local access. There are 5 admin, 4 admin can't login because there is no AD access and the default admin is no longer in the DB. When I try the query in the FAQ to reset admin password I can't find admin/administrator user. How can I restore the connection to my domain and delete the LDAP one??
Service Catalog linked to Prices
Hi We are deploying SDP in our environment and support a number of customers over many hundreds of sites. We initially used SDP for the asset management functionality and lifecycle, however we are looking at making more use of the product. We are required to produce a service catalog for our customers, in effect an online portal where by a customer could request a laptop, piece of software, iPad etc. select from a limited number of configuration options and we would then action. It seems that the
Announcement Notifciation Enhancement
When an announcement is posted in SDP, it would be nice if there was a notificaiton in the bar below the tabs. Maybe when a new announcement is posted, put a button next to the Quick Actions dropdown. It would get the attention of the technicians that need to know those without requiring email to get those notifications. Speaking from my experience, I rarely go to the Home Tab, My View section.
E-mail Type of Incoming Mail Server Settings
What is E-mail Type in Mail Server Settings of ServiceDesk? How to configure it?
Merge requests
Hi If I wil merge 4 requests, can I chose witch reqest ID that is master and be that request that is left of this 4 requests? What information is been left in the master request?
Notification of deleted requests?
Is there a way to configure notification rules for when a request/problem/change etc is deleted? I would like to receive an email notification every time an item is deleted from the system with the content of the item and the user who deleted it included. Is this already possible and I'm just being UI-challenged? Thanks, M Patrick
Migrating to a VM
HI, I installed Manage Engine recently but now I want to move it to a VM. How can I do this, while exporting the settings + data? I need this asap.... Thanks!
" Error while installing ServiceDesk Service"
While Installing Manage Engine Service Desk on Windows 2003 Server i get a message " Error while installing ServiceDesk Service"
Printing Report
I am using serviceDesk plus, that contains data I mean request,problems,incident etc, but when I go to print the report it doesn't show any data like nothing you entered,is there any means that I can see my entered data in my report or do I suppose to configure something or what can I do Please Help
Connect site to department
Hi Where do I connect one ore more departments to one Site?
Remove 'Jump to' icons on SubBar
An organization may not even own the OPManager and/or ADManager products. As such, there is nothing and it is irrelevant to have a "jump to" link to them. This button/link should be removed or configured to optionally display.
how to use barcode in SD
Hello. I use ManageEngine ServiceDesk Plus 8.0. And i see barcode function in Non-IT Assets. Can i use barcode reader and print my own barcodes? and how? Regards Artem Volkov
Setting file size attachment on ServiceDeskPlus
Dear all, 1. Could we setting file size limitation for attachment on Servicedeskplus ? 2. When create a new incident on EMAIL ID(S) TO NOTIFY, could we type name instance email address ? Regards, Bambang
Incident Templates
I created new fields to add for incident templates, but I mispelled one of the names and want to either rename or delete it. I created a new field but the old one is still on the left side. How does one delete this field, it doesn't appear to have an obvious option to do that. Thanks
Requests > all Requests / filter showing not sorted
HI, I use SDP, 8022, and since a few releases of version 8.0, the Drop-down menu in the requests tab is not sorted (Groups in "MyGroups"). Can you explain me how to sort this list please ? BR, Nicolas.
8024 : Hotfix Released
Dear Users, Please refer to the below announcement link to know about the details of the recent hotfix release 8024. https://forums.manageengine.com/#Topic/49000005570187 Thanks & Regards, Srikrishnan.
8024 : Hotfix Released
Dear Users, Hotfix over 8000 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Refer the below URL for the list of Issues that has been fixed in this Hotfix [8024] http://www.manageengine.com/products/service-desk/readme-8.0.html ( Kindly refresh your browser page, if the build number shown in the page is older, and the page might be served from the cache ). Also, please refer to the below link for the steps to install
need to add problem automatically
Dear team, can i add problem automatically by using api like add incident thanks
License Key is not shown
I'm attaching software for a workstation asset and License key is not shown under software tab of workstation property. But when I checked under software property, I can see License Key. See the screenshots below; Picture 01 Picture 02
AD Authentication
Hi, We have just installed and purchased Manage Engine Service Desk plus. When trying to configure the AD Authentication method I cannot log on even with a user or an account that I have set up as a technician. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html I followed the following article and have created a computer account in AD using the scripts provided. I have reset the Password on the computer Account. The users were imported from AD before the Authentication
Report to show amended Due Dates
Hi I was wondering has anyone created a report to show incidents where the due date has been changed ??? Showing what the orginional due date was and what the new due date has been changed to ??
Access to view requests across all sites
I would like to use the Sites feature for our environment, rather than have one site for everyone. However, one flaw is that users (i.e. Requesters) cannot be configured to show all requests, across all sites (only their own, their department, and their site). Our current Helpdesk application allows all of our users to view all requests. This helps reduce the number of duplicate tickets for the same issue, if previously reported; granted, not all of our users sift through existing tickets. However,
problem with time in ServiceDesk
The change to winter time was cancelled in our country this year. Server shows correct time, but in the Service Deck time is not right, How to set the correct time in Service Deck?
Tasks
Is there any future enhancement to be able to include a work log to tasks?
Limiting groups for reassign based on Category/Subcategory
Hello, I am in the evaluation phase with the product and am working from a local demo copy. I have been able to create rules that determine where certain tickets (based on group/category) are initially assigned on creation. What I would like to know, however, is if there is a way to limit the group/technician options when a technician is reassigning a ticket or ideally have the program suggest the right pool/technician for escalation. For example, an e-mail request comes in from a user about
SDP Role Configuration
I want to enable technicians to view the global dashboard but so far the only way that I have been able to allow them to view that is to set them up as SD Admins. I don't want to have them be allowed access to all of the configuration capabilities but I would like them to see what is going on across the department. Also, I would like to see how the default configurations are set up but the edit functionality is dithered out. Anyway to see how the SDAdmin is configured and to copy and remove functions
lead ticket, major ticket - simplify and save time in case of problems
Dear SD+ users, dear support Wouldn't it be useful if you had - in case of a major problem - the possibility to create one 'major ticket' or 'lead ticket' which allows to add for each new same incident request just the name of the user? This would create a new ticket with the same data. Lets assume that your mail server is dead. This will probably imply a huge amount of phone calls on the hotline. In such a case, it would save a lot of time when you could create on the fly a kind of an incident template,
Technicians not receiving email alert when requests are assigned to them
I am using ServiceDesk Plus v8.0. See below notification setup. Apparently, it is saying to notify technicians when a request is assigned to them. But technicians are not getting notified. Any idea why ?! I even tried turning off IntelligentNotification setting from database.
Round Robin picks only two out of five techs to assign to
Hi, I am using ServiceDesk Plus 8022 and am having an intermitten issue with the tech auto assign feature. We usually have the job set to round robin between the five first line technicians and the rest of the team are exluded. Occasionally auto assin will start assigning to only two of the five (always the same two), leaving them overwhelmed with tickets. The only way to "fix" it is to try and change settings and save them and then put it back the way I want it. This is not practical when
See outbox for email in SD
Hi Is it a way for a technican to se that a email have gone away from a request in SD? for a example, you take forwarding email from a request, the tecnihan do not know that the email have gone away.
Business Rule for closing request not working.
Hi, Since I'm new on the forum, I really need your advise about how to create business rule for make auto-closing request of requested by requester? I already create the action rule to make the requested close when the condition is true but the request status still become Open. I thinks that system not allow requester / system to resolved / closed the tickets. Does it have any ways for fix this problem? Thanks, SOPHAL
Dashboard configuration
I am configuring ServiceDesk Plus for rollout. I am using ServiceDesk Plus 8.0, Build 8007. We own the Enterprise version. When I log into ServiceDesk as an administrator, my Dashboard looks as expected, with three tabs: HelpDesk, Problems and Changes, and Assets. When my technicians log in, they see one tab named "Problem". What I am doing wrong? These are the permissions that I have given my techs: What am I doing wrong? I just want the techs to see the HelpDesk dashboard.
Asset scan, ipv6 blocked by Windows firewall
Hi all We are running windows 7 ent 32bit clients. Our ServiceDesk Plus installation used to be installed on a Windows 2003 r2 server (no ipv6 support) but the server has crashed, and now our service deskplus installation is running on a Windows 2008 r2 server (with ipv6 support) Since the Win7 client and the Win2008 server _both_ automatic have ipv6 addresses on the isatap adaptor, ipv6 is taking precedence over ipv4 and network traffic would be ipv6 tunneled over the ipv4 address (default
New to ManageEngine helpdesk and need basic SQL view help please
Hi My client is Using Version 6 and I need to show a simple SQL view that reports their incidents and requests separately just with basic data on age of request, closed or open etc. I've never seen your product before and just looking at the huge table structure makes no sense to me. Could you point me to a link to an Entity Relationship Diagram or at least to the "incident" "request" etc table that I need to show the live and closed reported events. Thanks Bob
Roles
Hi, I have two questions about roles: When a user has 2 roles associated to him they take the least permissions? I read that on http://forums.manageengine.com/#topic/49000004260332 I think that it was batter that the permission take the most of both no? I want some users to have access to dashboard including “Helpdesk” area… but I just can achieve that when users have full admin rights, and It’s not what I want. Best regards, Henrique Alves.
Priority Matrix for Change
Hi Team Is it possible to have a Priority Matrix for Change/Problem Requests ? Currently, when we create a Change with Impact and urgency, we have to manually Select the Priority, unlike in Incident module. thanks Gopi ME Tech
Importing assets via csv - creates identical user
I am using ServiceDesk plus for asset/facilities management for my organisation. Before SD+ i had all my asset information on an Excel spreadsheet. I have since been able to modify the spreadsheet to suit SD+ and saved it as a csv file. One of the columns in the CSV file is "User". The problem is when I import the csv file and map the user column to the corresponding "user" field, SD+ creates a new user with an identical name and doesn't use the user information thats already in SD+. So i end up
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