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
Requests resolved date/time vs. closed date/time
Is there a report or a query where I can compare the resolved date(s)/time(s) to the completed date(s)/time(s)?
Feature Request: Automatically Notify Manager
Our management requires that when their employee submits a request that they are copied on the request. Today, we have to do this manually. Our organization structure is already loaded in to AD (Who reports to who, etc.). It would be handy if ServiceDesk could automatically copy their supervisor on the ticket without us having to manually set it. Just a FYI.
Custom report view in folder
Hi, I have created a new custom report based on a query. The new report is public and I published it in an existing folder. The problem is that some users with technical profiles (authorized to view only the requests of their group or assigned to them) can’t view the report in the folder. Can you help me or tell me what I should check? thanks
Group A
Hi App Dev I would like to see the ability to be able to create a problem ticket from the Reuqest List, by checking off a number of requests and then create Problem with these tickets associated to this problem. As well could there be a quick option if you know which Problem number it is already, have the option to quickly choose "Attach to Problem #____" Alex
Firefox 11 issues
Seems like SDP and FF11 have issues. I can't add notes to my task as the notes box doesn't popup. SDP accepts the Add Notes click but doesn't pop the notes window up anywhere. I have scrolled right down the page to make sure it didn't pop up somewhere further down. I'm not sure if anything else is broken as I have had to switch to another browser to keep using SDP.
Asset scan - Connection to RPC server failed
The troubleshooting guide to the above error for scanned workstations is missing one error that can be quite common. If you have enabled SMB message signing on your network and the scan resolves the wrong IP for the computer which another computer is using, you will see the above error. For example PC1 was using 192.168.1.1 but has shutdown. Its DNS entry still records this IP. PC2 is using 192.168.1.1 and is online. Its DNS entry records this IP. When attempting to scan PC1 the IP 192.168.1.1 will
how to delete an asset type from assets?
Hi I'm interesting of ServiceDesk Plus and trying it. Please, tell me, how i can to delete some asset types from assets? (see attachement Capture.jpg) Can i delete native assets from there or only imported by me? and one more question: ServiceDesk Plus supports importing from .csv file assets with Russian language? (see attachement cap2.jpg) Thanks.
Report to track resolved/added requests
I was looking for a single report to track new requests each week/month versus resolved requests by technician. My SQL is a little rusty, so before getting out my reference books I'd thought that I would check in case anyone already has done this. I realise that there are existing reports to do each of these separately, but I was wanting them on one report.
Using REST API, Retrieve 'N' number of tickets in a single request(SDP 8.0)
Hi, We have a requirement as below End users using a third party system to generate the tickets in SDP 8.0(Using service desk REST API) Let’s assume the following scenario: User1 submitts 30 tickets in a day(Using the third party system). Once user navigate to the view requests page in the third party system, It should show all those 30 requests details with the current status (Which is in service desk ) We were trying to use REST API, we got nothing. Only possible way is to loop through 30
Showing workglog to reguester or time spent to reguester
In reguest there is section Time Elapsed where you can enter worklog fot ticket. I have got questions that would that be possible to show this worklog to reguester? Our need would be that reguester would see how long time it has taked to solve this problem? Is there anykind solution for this or workground? We would only one time fill worklog... it that possible example transfer Time Elapsed total to solution Resolution pages etc.. This would be very importat to solve. Second question is that possible
hint of what book to study
Would you like a hint of what book to study to perform query in mysql database used by programs developed by "manage engine." ? Thank you.
How to have multiple SLA for the same site- SLA depending upon the time of logging of request
We want to have multiple SLA for the same site.The type of SLA applicable should be depending upon the time of logging of the request. If the time of request is say 12PM, then Low SLA should be applicable, and if time of logging is 3PM, then High SLA should automatically get applied. Also the same asset should be possible to associate to multiple sites and SLAs.
Import requestors from a differant domain.
we have a trust relationship with another domain that isnt based in the UK. I have imported my requestors from the UK and created my techinicains, all good so far. What i need now is to specify another domain where i can pull the requestors from and create the technicians. Is this possible? Thanks
Log in to SD as Technician and get full admin rights
I want to be able to log into SD with my Domain credentials and get the full range of tabs (like if i logged in as local administrator) I have added myself as: AERemoteControl SDAdmin SDChangeManager SDCo-rdinator SD-Report The only tabs i get are: Home Service Catalog Requests Solutions My Details. Also i have a request in SD and it is assigned to myself. I can see it if i log in as local administrator, but if i log in as myself i cannot see it. Many thanks Allan
Resolution Date
Hello All, My Staff are out of the office most of the day and from time to time can only add a resolution to a call two days after the actual resolution. Is there a way to set the actual date of a resolution? Thank you in advance
users details are not displayed on login
I had imported users details from Active Directory (name, dept. job title, telephon..) but when users log in (using heri credintials) only the Name is filled with their full name. but other fields (job title, dept. telephone) are empty!! however, when i login as technician or admin, and submit an incident request.. i just enter the name of the staff and automatically all other related details got displayed so, what i'm dong wrong? why are the details are not in its place when requesters log in?
upgrade servicedesk 7022 to 7500
Dear All, I have done one upgrade 7000 to 7022 6 month ago now i will upgrade my servicedesk from 7022 to 7500 When upgrade, it show below error (logs) Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at
How could get this report with costs
How could I get time report with costs id - subject - technician- time spent - cost - date - created time - client- department - type of request
Does anyone have any tips on how to handle the API XML responses
Does anyone have any tips on how to handle the API XML responses (see below)? <operation> <operationstatus>Success</operationstatus> <workorderid>3</workorderid> <message>Request created successfully with WorkOrderID : 3</message> </operation> I don't want my end users seeing the raw xml which will be hard to read especially the "get request". It says in the api help that it posts to a file but i think it just posts back to the page? "Status of the servlet operation will be xml file containing
Add a technician with a login
I have a problem when trying to add a technician with a login in the free version it says that it exceeds the count of technincians with login allowed by the license, but i do not have any other technician registered. Previously i registered a technician with login, but i deleted it, is there anyway that this is affecting teh count of technicians with a login? how can i register a new technician with a login name?
Duplicate tickets created when email used.
Has there been a fix for this issue? When a request is created and the user/tech response via email, a duplicate ticket is created. The subject is not changed. We have to merge the tickets. I searched the forums and have seen others with this issue, but I real clear solution. Thanks Jacob
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