Feature request in Reporting
I would like to have the option to save a report even though it's not functioning correctly. Currently you can only save a report after running it. I have been working on a report that wasn't functioning correctly and had to copy the query into notepad to save it or start from scratch each morning when I had to log into SDP. It would save a lot of time if "in progress" reports could be saved. As the tool administrator, I am likely to be asked to created a lot of custom reports and may not be able
Service Catalog Approvals
Hi... We are evaluating Servicedesk plus enterprise edition. We have integarded servicedesk plus with Active Directory and also imported some additional fileds also like Project manager. As per organisation process the approver should be a project manager we can configure this in service catalog but when project manager is changed in Active Directory then it should be change automatically in service catalog and also user should get a acknowledgement mail your request is send for approval.Does this
MySQL error
We have recently started to get the following error on our Webserver which has SDP installed and MySQL. Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information, see Help and Support Center at http://www.mysql.com. We are running v8.0 Build 8022 of SDP.
Can I pre-install remote control agent service on PCs ?
Hi there, I was wondering if there is a way to pre-configure or install remote control agent service on a PC in a deployment stage so that we wont need to wait long for the installation process when we use Remote Control in Asset management in Service Desk Plus. I tried to use the file "agent.exe" that is being copied automatically on C:\ when the remote control is initiated but it didn't work. I installed it as a normal application but then when I tried to use remote control it started the whole
Data Migration SDP
Dear Support We have a customer that use Service Desk Plus, but now they want to use Customer Support or Heldesk for MSP, so is there a way to migrate the data from SDP( indicents, users, etc..) to Customer Support or Helpdesk for MSP. Thanks for the Help!!
Service Desk Plus Performance Issues
We are new users to SDP, and are pretty happy with it overall, however we have noticed a few places where the system seems to take longer than normal (20 to 25 seconds) to respond, when a new incident is being saved, when closing a incident and when assigning techs and groups. The db is a MSSQL 2008 r2 in a cluster with 32gb of ram and dual quad core procs. The front end server is running in a VM, with 6gb of ram on a Cisco UCS host with dual 6 core procs. Any thoughts on how to speed these processes
8022 Hotfix Released over ServiceDesk Plus 8000
Dear Users, Hotfix over 8000 ( 8022 ) released. And you can refer to the details from the below announcement link for more details. https://forums.manageengine.com/topic/8022-hotfix-released Regards, Srikrishnan ServiceDesk Plus.
8022 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 addressed in this hotfix. 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 Request SD-43214 : The description field during
Safari 5.1.1 and OSX Lion 10.7.2
Hello, I was wondering if you have started to or plan to support the default web browser on Macs, Safari? Attachments are saved as FileDownload.jsp and HdFileDownloadServlet. Thanks.
How can I give a Technician permissions to edit Requester details using Roles, without giving them full admin rights?
Hi, I've created a 'Role' for some of the technicians in our remote office to be able to manage requests and assets. I also want them to be able to create or edit existing requesters to update the details for users at their site, however I cannot figure out how to do this. I've had a look on the forums, and there are a few references to using the'Editing Requester' permission in the Role under 'Advanced Permission'. I have that ticked, along with 'Adding Requester', however it does not give them
Report showing asset movements from In Stock to In Use
Hello We are looking to use ME SDP as our primary asset management tool. To do this we would really like a report that shows asset movements, specifically what has changed status from 'in stock' to 'in use' the last week/month. Is it possible to create such a report? If so, please could you provide the query code/instructions. Many thanks
Release Tracking
I'm after a bit of advice with regards to releases. Currently I'm using Requests to track releases. A call is raised for an issue that needs to be addresed, the developers develop and add a VSS path via a note, this is then approved for PRE via notes, passed to a technician to release, the outcome of the release is recorded via notes again. This is repeated for SYS, UAT and Live, with redevs inbetween. The problem I have is once an issue has gone through several version numbers the notes section
Importing different product types with same asset name
I'm trying to import new assets into the printer (IT asset) product type, however some of the printers have the same asset name as our wireless print servers (non-IT asset) product type. I understand that I cannot have two assets with the same name under the same product type, however I assumed that if they were different product types the name wouldn't matter. Can someone please explain in detail how this works? Thanks for your help!
Questions regarding Junk filter on Notifications
Hello! I have been trying to get the Junk filter to work the way i want to but I'm not getting it quite right. We have a number of domains, eg. test.net, trial.net, testing.net, etc. We want all these domains to be able to send mail into our installation of SD+, but we want to block out all the rest. I have tried using the "Sender does not contain" function, and add the domains there, comma separated, but it just don't seem to work. It won't send a notification (which i can see in the request). Right
Import alerts from SCOM 2007 R2 into Service Desk? Connector?
Hi We are currently using Service Desk and have recently moved to Microsoft SCOM 2007 R2 for alert management. I am wondering if anyone has already developed a SCOM connector for Service Desk so that alerts are published from SCOM into Service Desk using the API? Personally I would not like to have to re-invent the wheel and make one from scratch. Neil
Link requests not available by Ticket-ID
Dear ManageEngine Staff! I just found out that somehow I am not able to link to requests to each other as easy as it should work. Would you please look into this? Currently I want to link one request to another one. But somehow - I am not able to search by ticket-ID .. I have to scroll or search for the 2nd request that I want to be linked to (tried all views like "my opened", "my pending", "all" requests).. Would you please fix that in future releases, that I am able to enter the Ticket-ID and
FCR reporting?
I'm just wondering what other ServiceDeskPlus users are doing for First Call Resolution reporting. We've never gotten a report to work quite right... I want to know when someone Resolves a Phone Call mode ticket as they are opening it...and I want to know if someone Resolves an Email mode ticket the first time it is edited--so more of a First Contact Resolution than First Call (luckily the acronym is the same). Does anyone have similar reports working for them?
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.
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