Change Management vs. CMDB
I've heard a lot about CMDB being included in ServiceDesk Plus 8.1 . Is that the same function that is Change Control in 8.0 Enterprise Edition? The online beta is Plus, and it has some of the Change requests in it. This is probably a simple question, but I am having a difficult time understanding the difference between CMDB and Change Control. Thanks, Dave
Build 8017 on linux?
Is Build 8017 just for windows? When I go to the service pack website on our linux server I only get the download for build 8007. Thank you.
failed changeDB from SDPlus default install to an external database?
hi, is it possible to changeDB from default install of service desk plus to an external database? heres the error: [root@storage2 bin]# ./startDB.sh Running stand alone DB server DB_HOME /opt/ManageEngine/ServiceDesk/bin/../mysql DB_PORT 33366 TMP_HOME /opt/ManageEngine/ServiceDesk/bin/../mysql/tmp 120105 17:33:52 [ERROR] Can't start server: Bind on TCP/IP port: Address already in use 120105 17:33:52 [ERROR] Do you already have another mysqld server running on port: 33366 ? 120105 17:33:52 [ERROR]
set reminder for another technician
Hello It would be useful to adapt the reminder function in a way to be able to set reminders for other technicians, in the same way that you can set task for another technician. Thanks.
Resize Solutions' "Contents" text box
In the Solutions module, is it possible to resize the "Contents" text box? It's too small and we'd like to make it larger. Thanks!
Editing a report after wizard creation makes dates static??
I created a report yesterday to list all requests for HR department groups that gathers information from the previous day. I've done similar reports with different time frame filters with test data. The one I created yesterday is to be the production report that HR requested. Since they just started using ServiceDesk Plus yesterday, there was no live data for the report to collect. I ran it today as a quick test and was surprised to find out there was still no data available to report although there
Dashboard displayed on login page
Is there anyway to display the dashboard on the login page or other off sight web page? Thanks, Bill
Leave Type schedule
Deal all When I want to set my leave time it is only based on Date . I want to know Is there any way that i set the time also in my calendar for leave type for example when there is a meeting that is scheduled for me i want to set my leave time from 10:00 am till 11:00am on Date 10/01/2012 Regards Negin
Invalid License file - Error 1067
Hi I created and Exchange server and we cannot login to our smtp and IMAP servers(Incoming tab). We got an error saying about trusted self sign certifate, so we followed some steps to create a file called “jssecacerts” and we did that successfully. But when I try to restart the ManageEngine ServiceDesk Plus service, I got the following error message: “Windows could not start the ManageEngine ServiceDesk Plus service on servername. Error 1067: The process terminated unexpectedly.” Was trying to
Cannot create a custom view
When I create a new Custom View and try to save I get the following error : HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
Disabling Dynamic Requester adding doesn't work
I disabled the function to dynamicly add requesters not present in the application. Yet still when someone sends an email to the servicedesk plus build in address a new requester is being created. I use ServiceDesk Plus for managing customer support. Each customer has his email declared and an account created in the system. But people often send emails from different aliases causing havoc in the client database. Does anyone know why this option (disabling dynamic requester creating) might not work?
Sending Notification Fails...
Hi Support, We receive error msg "Sending notification failed" while sending reply or forward with Request. It was working great before. Could you please help to fix this issue? Attached is the Support File.
Linking SLA with Costumer
Hello, I want to link different SLA's to different costumers that i've put in my system. Can someone help me please? Thank you in advance... With kind regards, Önder
Technician can only view his own request, not those he is assigned to
Hi - I have created a new technician. I have Associated him to all Sites and Associated him to all Groups. I have assigned him to a role of 'Service Desk Technicians' which gives him full permissions to all types of tickets. Service Desk Technicians are allowed to view 'All' I have assigned 19 tickets to him. Nonetheless, when he logs in, all he sees is the request panel and within the request panel, he just sees the 1 request that has him as the requestor. He cannot see any of the tickets assigned
Cant Install Asset Explorer in Debian
Hello everyone. I am here due to i cant install Asset explorer in "Debian-6.0.2.1-amd64", the shown message is: root@infra:~# ./AssetExplorer.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ...................................
Survey Update?
I am wondering if there's any way to setup a survey to shoot out to user once in an email, or even once in general without having to send one out every time a request is closed, etc.
Questions About SDP 8.1
I was looking at the online demo of 8.1 and have a question. Will our users be able to create requests using a default form like they currently do or will they have to go through the catgory templates like the demo has setup? I also noticed this on the page when you click new incident in the requester portal, we are using Win7 and IE9.
Access control
Currently you need admin access to see/edit many features and it is an all or nothing condition with respect to the features on the admin tab. Ideally if we can create a role and select which features on the admin tab we would allow read-only/full access to. Currently I have the need to: allow everyone to have read only access to tech availability calendar need a super user to manage the SDP application for me when I am away but want to hide the survey results which contain confidential replies.
problem with install service desk linux 64 bits
Hi.... I have a problem when i try to install the service desk in a machine that have SO Ubuntu Server 10.04 TLS 64 bits, i put in the terminal the next secuence comands chmod 775 ManageEngine_ServiceDesk_Plus.bin ./ManageEngine_ServiceDesk_Plus.bin -cAfter that, it should been continue with the installation, but contrary to this, it returned to the promp ana@ubuntu:~$
Is it possible generate report using Excel or Crystal Report
I need more enhanced feature in Reporting, but customize report in SD5 not helping much. Is it possible to generate report using Excel or Crystal report, so I can do deep report analysis. Thanks.
Custom Notifications
Is it possible to alert another technician when a request Status changes?
solution approver notification
Running latest build of SDP. I cannot find where you indicate an email notification for a solution approver and a solution is submitted for approval. As the admin I get notified but one of the techs has the role "solution approver" but he is not getting the emails. This role is set for full control of solutions and the check box is selected for "solution approver" Thanks
Remote Control
Hi, Can you advise if it is possible to remote control a machine without having the user prompt to click OK. We have a few machines on our network locked in comms rooms and as nobody is there to allow us access to the PC. I understand why this has been locked down for end uers for secuirty etc, but for non manned machines it means we need to look at other products. I presume we have to modify the settings.conf file or something? Thanks Mark.
Survey update
Is there a planned update for the survey feature of Service Desk? We would like to have questions such as Yes/No answers and 1-10 scales but this isn't possible
Request or incident ?
In the GUI interface,I see incident and request words . I think it should be only display request,but request type can be different. e.g. incident request and service request. In other itsm software,incident and service are two modules.
How to view activities/ticket during assignment?
Hi, I would like to know if is possible to view, when I (or another tech with admin site rights) assign to another tech one activity (ticket/problem/RFC), the "load" that the tech already has. I mean, something similar to Project. There is a way to do that? There is a module? Thanks in advance
Add Task from Task Templates in Forkflow Service Catalog
Hello. Please explain how can i do subj?
Searching Solutions
My users are complaining that the search function used for searching solutions does not work very well and makes it tough to find what they need. Here is an example I was given and verified. The user wants to find instructions on how to add their company email to their iPhone. They use the search term "iphone use", as well as "how do I add email to my iphone" but nothing is returned. We have a solution document using the key words "iphone, mail, email, exchange, webmail, sync, apple, mac" but
custom fields
Is it possible to get a report with custom fields defined for a specific service in the service catalog? thanks
Custom Fields and reports
How could I get the custom fields that I added in a service catalog template to a report? in order to get the report with those fields too. I'm no refering to the common fields which are OK, but not the ones you add for each category of the service catalog ie. request ID / subject /client / Category / Custom Field 1 / custom Field 2/ ...
Multiple GL Codes per PO?
Is it possible to have different line items with different GL codes? What about having different line items be associated with different location codes? It seems like the entire PO is linked to a single GL and location Code, but we like to have a single PO to the vendor with different line items going towards different GL Codes and different lines going to different location codes.
Timing a Technician
I am trying to figure out how the timer works with incidents and how to track the technician's time completing. I tried going through the admin guide and what not, but it's still not clear to me. Mostly, when a new incident comes in, the timer is on, then when I assign it to a technician, does the time start over? Or how would some of you recommend it be setup? Thanks in advance.
Requester add restriction when creating request
when adding a request, is there a way to not allow a user to add a requester if they are not in the dropdown list? The list has lastname firstname and some users are typing in the first and then last name and of course they are not in the list. The user is prompted that the requester does not exist and asks if they want to add them... is there a way to disable this? best regards, jerry
SDP 8.1 Beta - Online Demo
Dear Users, The ServiceDesk Plus 8.1 Beta Online Demo is open for public and the same can be accessed from the URL, http://beta.servicedeskplus.com In case of any issues / feedback please contact us at beta@servicedeskplus.com You may face some UI issues, browser issues & localized translation issues. We are into the phase of issue fixing that were raised internally and also by the closed beta testers. After this we will have a couple of testing cycles. We can assure that we are definitely in
Surveys - more question types
Hello. Is there anything in the roadmap for the ServiceDesk surveys? A big thing for me would be allowing different types of questions - some questions cannot be answered by a scale of satisfaction levels. The big one - "Did we fix your problem?" just needs a simple Yes or No. As it stands, to do that, every question would have to be Yes/No. Could you add the ability to add a Yes/No option and different dropdown or radio button options for each question? Thanks.
failed installation in redhat linux enterprise 6...
hi, I'm running Redhat Enterprise Linux 6 with xWindows installed. When I try to run the installer, it get as far as: #./Manage-------.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. is the installer support rhel6 OS? Any suggestions and help is much appreciated. thanks
Inclusion of Notes in Report
Is there a way to include a request's notes in a report? Custom SQL query? Any ideas? Thanks, Christian
Why not have release management?
Why not have release management?
Finding out employees
When we perform a reply or forward to a request, it would be nice to be able to find the name of the employees not only search them by email address like we have to do now
unable to start servicedesk
Hi, i am unable to start servicedesk as the options in the tray is grayed out!! i belive i've exceeded the trial period also. but it should then go to the free period but it did not??
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