SMTP Option?
Hello, I am currently evaluating SDP as a possible replacement for our service desk. I have testing some of the features. In the Admin Section for mail settings you can set the outgoing mail to use SMTP but you cannot do the same for incoming mail. Our exchange server is not setup for POP3 or IMAP, which are the only two options in the incoming mail "Email Type" drop down list. Is there a way to specify SMTP to process incoming mail? Regards, ITbugz
Approval module security problem - AGAIN!
I would like to inform that again we've found SD (Enterprise 8022 edition) very usecure with use of approval module. Anyone can build URL link (ITEM and KEY are easy to find) and see the whole request body - download attachments fe - without ANY AUTHORISATION! I suppose it is the same error or error-scheme found in mid 2010 and confirmed by support. Lack of support in this case is really hard to tolerate. Example: https://sd_address/approval/Approve.jsp?ITEMID=31720&MODULE=Request&KEY=11327327904289
Asking for user agreement
Hi There Is it possible to ask requesters to Accept or Reject a Usage Agreement before a specific Service Request form is shown? if not, any idea similar to this issue? Thank you so much Amir
Requesters have no ability to edit
I was wondering if has any idea how to turn on the function to allow my users to edit their requests. I have search a few options and still can not find the option anywhere, chances are I am looking in the wrong place. Any help is greatly appreciated. RK
Software Allocation
I'm trying to allocate licenses in bulk, however, I am unable the licenses I have listed when allocating.... it always allocates the topmost license... Any way around this?
Finding fields in SQL Server
Is there an easy (easier) way to find field names in SQL Server? It is very difficult to build query reports without knowing the name of the field or the table the field is in. is there such a thing as a data diagram available showing all the fields and relationships? I am especially interested in finding the additional fields that we created for the requesters. Thanks, Sheila
Technicians and Groups
I have reports that will list all technicians and all groups. I would like to combine these so that I have all the Technician Groups listed with the members (technicians) for each group.
Moving Assets to ServiceDesk from FacilitiesDesk
Hi, We are currently in the process of setting up ServiceDesk plus on our system. Currently we have FacilitiesDesk Running separately but are looking to intergrate them. What is the best way of transferring the asset list between the two programs? Thanks
PM - SLA
We have PM requests set up that go out on a Daily, Weekly, and Monthly basis. I have set up SLAs for each of these. When the system generates the request it does not assign the appropriate SLA to the request. It assigns the High SLA to the first request that is generated and then the rest are "Not Assigned" Thank you, Justin
DB Query to Archive the DB available on Sql Server
Hi All, I want the query regarding pursing or archival of DB of Advnet Net Tool. Thanks Nitin
Can closure of a request be mandatory when last open task is closed?
Suppose that a request has several tasks associated with it. When a technician closes the last open task, can ServiceDesk Plus force the technician to close the entire request as well? We don't want any requests to remain open when all of the tasks are completed. If this functionality is not available, can a business rule be used to achieve the same result?
closing rules two or more request to one problem
Hi If I have closing rules on my request that says at I have to fil in work log, then doing one problem reuest and bind two or more request to this problem. Then when I close the problem, I chose to close all request connected to the problem, I get error "188 Worklog" I must have closing rules on the work log. Is it a way to fix this?
Auto open/Hide calls?
Hi Guys We are currently monitoring our service desk plus solution for calls that have not beena ctioned for several days. We are seeing issues when people have requested third party support and they have to wait 10+ Days for these to come out to site. Is there a feature that will allow us to "Hide" a call from the report and auto re-open/unhide the call at a particular set date. Many Thanks
Would like the ability to pull fields in AD during login to SD
We populate some special fileds in AD so we can gather what PC they were on when submitting ticket and also What citrix client they were on. This is really helpfull in trouble shooting issues when we can't get hold of user and also helps us spot issues with a possible citrix server
Link Level and Priority
Is it possible to link the fields "Level" and "Priority" ? Currently we use the field "Level" to indicate the type of request (ie. Incident, Change or Problem) After a technician selects the appropiate Level, he has to set the right Priority. For each Level, we have different Priorities. For example, a Prio 3 Incident should be solved sooner than a Prio 3 Change. Now, when a Technician selects a Level, he can choose any Priority. Sometimes, a Technician makes a mistake, assigning a "Change
Group has a wrong view after migration
Hi, After migration from windows to linux, some groups present wrong view, group have the same tasks of the other group. Has anyone had this problem? How can I fix this? Thanks.
SD-14882 - adding html to description box
SD-14882 - I need to add html to a request but it has been blocked here: SD-14882 I tried adding it directly into the database but the html doesn't display properly. Does anyone know how i can get around this? Thanks, Mark
Reminder for technicians to update a ticket
Dear all, unfortunately I cannot find a field "ticket last updated" in Service Desk. I'd like to remind the technicians by e-Mail when a ticket needs to be updated (e.g. after three days), even . In the history of a ticket I can see "Updated by ... on ..."? Is there someone who can tell me how I can achieve this? Many thans and best regards, Holger
Hotfix 8020 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 went in this Hotfix [8020] http://www.manageengine.com/products/service-desk/readme-8.0.html Also, please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Issue Fixed in 8020 (Released on: 29tht November,
Email fetch problem and system not recovered after a service restart
Hi Over the last 3/4 days we have noticed that the mail fetch process in SD has been stopping regularly. We have also noticed that the ID numbers being assigned to cases are sometimes not in consecutive order in relation to when the emails were fetched. As I result I decided to restart the service about 1 hour ago. It has not recovered. The service is listening (i.e. the web browser connects but never loads a page). I've tried stopping the service and running run.bat from the command line:
Using Task Template in Incident Templates
In creating Incident Templates, you can add tasks that are related to the incident resolution. However the created tasks in the task template cannot be used. We have to create the same tasks when we create incident templates. It will be better if we can select tasks from the existing task templates in creating incident templates so we won't have to redo the tasks which we have already created in task template
Few Questions for SupportDesk Plus
1. How can I make the automatic request approval?When I want to close the incident, my company requires the approval from supervisor. Sometimes SDAdmin closes without approval and it cause some problem. Can I configure the SD so every incident cannot be closed/resolved without approval? And, Can I designate the supervisor so I don't have to write the super's address every time when I need the approval. (Like Change process & CAB) 2. Can I configure that SD sends the e-mail to requester and tech
Help understanding feature requests
Hello. I'm having difficulty trying to recreate/understand these feature requests. I tried to do a search on the forum on the ID to see if there is a thread I could follow, but none of them could be found. Please help: 1.) SD-39221: For the fields which are marked for the requester not to view, and in the Requester login, the fields value is greater than 22 characters, the value is shown has been fixed. Question: Which field needs to be greater than 22 characters? The Requester's name? Or if any
Self Service Portal layout
I'm confused about the Self Service Portal. We have some documentation from when the system was installed (Jan 2010) with a screenshot of the SSP - it looks exactly like the one in the demo page on the ManageEngine site - http://www.manageengine.com/products/service-desk/self-service-portal.html?index You can see that there is an 'New Request' option, and the 'Announcements' are at the bottom. However, if I log on to our system as a 'requester', I see a different screen - see attachment.
Technician already exist
trying to add a technician however, it says it already exist. I don't see the technician on the list... how do I fix this problem? Thanks
request deletion problem
Hi, i am using ManageEngine ServiceDesk Plus 8.0.0, what happened is that by mistake i deleted few requests which i was not suppose to is there a way they can be restored ? or they are completely removed from database? Thanks, NEHA
Mail Sending Failed
When I'm trying to forward request I'm getting an error: Exception while trying to send notification for Request ID : 31 Mail sending failed. But trying to do it with another Request with the same e-mail is succesful... Whar can be wrong? Where are no Firewalls or antivirus protection that can cause it Here is serverout.log [14:02:56:223]|[03-03-2010]|[com.adventnet.servicedesk.notification.action.SDNotifyAction]|[SEVERE]|[25]|: Exception while trying to send notification for Request ID : 31|com.adventnet.servicedesk.ServiceDeskException:
Historic
Hi Can I chose to "do not show historic for the requester" in the web form?
Incident templates not assigning to site/group
Hi, we have a few webforms which are set to go to a site: 'IT Ops' and also a Tech Group 'IT Ops'. When users use certain forms, these don't assign automatically. Has anyone come across this before? And if so how to fix? Thanks Neil
Forefront Client Security not detected by a system scan?
We are running Microsoft Forefront Client Security; the asset scan does not detect the installation of it. The system does however detect the Forefront Client Security Beta "Stirling" that were installed on some systems. Microsoft Forefront Client Security is pushed via the network along with Microsoft Operations Manager, Operations manager does get detected via the scan. 1. Is this a known issue? 2. Is there something I can do to get it to include it in a scan? (Your SDP Version : 7.5.0 Build 7506)
SDP Service Crashed!!
Dear Sir, Recently my SDP(8.0.0 build 8013) become very unstable, it already crashed 4 times in the past 2 days. Stop/Start the "ManageEngine ServiceDesk Plus" service can't bring it back on, I need to restart the Windows server to make it work. The msg in the System Event Viewer is "The ManageEngine ServiceDesk Plus service terminated unexpectedly..." Do you know what can I do to troubleshoot this issue? Thanks. Regards, Alan
Conversation responses not recieved by requester
We currently have email fetching and sending enabled. When a request responds (using MS Outlook) to a helpdesk request the conversation is updated and the assigned technician recieves an email (in MS Outlook) containing the contents of the requester's email. However, if the assigned technician responds (using MS Outlook), their email is added to the ticket Conversation, but the requester DOES NOT receive a copy of the response via email from helpdesk. Is there some way to enable this functionality.
SD Plus report scheduling emails
We brought up our DR SD Plus app for the first time in many months and it sent out report emails (with outdated reports) that had met the scheduling requirements. The only way I can see to stop these outgoing email reports is to change Mail Server Settings\Outgoing - Server Name / IP Address details. Is this the best option or is there any other means that could easily achieve this result. Thanks Brenton
Asset from Desktop Central are not being forwarded to Servicedesk Plus
What am I doing wrong? Please advise. Desktop Central Server settings in Servicedesk Plus is properly configured.... and ..... Servicedesk Plus Settings in Desktop Central is properly configured. Please help. Thank you!
Remove 'administrator' as Technician
We have 6 Technician licenses, which we want to assign to Domain Users. This means we need to remove the default 'administrator' as a Technician because it will not be handling incidents but should be used to configure the system. How is this acheivable. Regards Mark
Swedish holidays
Hi Is it eany way to import a ready list for Sweidsh holidays to SD?
Incident report to user
Hi, I'm not sure that can we send report to user about SLA, Response time, resolution time, etc.? To provide summary for user in timely basis and also to show them for technician response.
SQL report on a changed field
Good afternoon, In an effort to help train our helpdesk about the correct way to escalate tickets we have added a custom field "Marked for Review" so that we can run a report and look at tickets that escalated in-correctly. However, in the event the technician later goes back and un-checks this field it doesn't show in the report. So, what we are looking for is a SQL query report that checks to see if that value has ever been changed (UDF_CHAR23) so that if it ever does become unselected it will
Upgrade the Option "Scan Configuration" for Printers, Switches, etc.
I would really enjoy having more available options on your Network Scan, i.e. scan printers: Search for Asset on port: *selective* (i.e. 9100 for HP printer) and do a SNMP request on this IP scan routers: Search for Asset on port: *selective* and do a SNMP request on this IP Therefore the network scan can be minimized as needed. What do you think about this?
Add item to my summary
Hello how can i add a new item to "my summary" - Awaiting approval? (request in status pending approval, not on hold) Or can you include this feature in next release. Thank you.
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