Asset and requests.
Can the Asset information fields be added to a request ?
UDF_date1 field in notification
Good day. I have trouble with UDF_DATE1 field in notification. This field comes in e-mail in a date format, despite the fact that it contains date and time. Maxim
Custom date field is not correctly displayed in notifications
Hello SDP Support, I've got a small problem with custom date fields. I've created a date field in the Requesttemplate that is called: When did the alarm appear. In the Request form the correct timestamp is show as 29.09.2011 11:30, but in the Email notification it just shows 29.09.2011. When I look in the email source code there is also just the date but no time. Is there any way to include the time correctly? Using Build 8016. Kind regards Thomas
AD import works with domain.com but not netbios domain
Recently when trying to import requesters using the netbios domain name it only showed the Users OU from active directory. I determined that if I switched and used the fqdn - domain.com I was able to see all the OUs from AD and import properly. The following day I tried logging in as a technician and I could not. When entering my name the domain name changed from domain to domain.com and my password was not accepted. I logged in as another user using local auth and went to admin, technicians and
SDP Hotfix 8021 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 Enhancements in 8021 (Released on: 21st December,
Hide Default Request Template
Hi, Is there a way to hide the default request template from the requester? That option appears to be greyed out. I want to create a new template that hides category selections from requesters. At this stage we don't want requesters to have access to multiple templates. If we remove the category fields from the default template, technicians can then not see it either. This is obviously an issue as they have to categorise the request. Thanks Stef
Service Request Task Management Workflow
Hi, I would like to know if ServiceDesk Plus Service Catalog is capable of automated task management workflow. For an instance, a service request has been created. Task should be done in sequential manner. Example, after the assigned person to perform TASK 1. That's the only time or it will automatically notify the next assigned person to perform TASK 2 and so on before the service request is accomplished. Let me know if ServiceDesk Plus Service Catalog is capable of such workflow. Thanks, Ella
Delete additional incident fields
After playing with SD+, we have created many additional incident fields we do not want. How do we delete these? I do not see the option to do so.
Software report
I have found a report that return software and the site. https://forums.manageengine.com/topic/workstations-with-a-software-order-by-region-and-site what i need is to return the workstation owner. and neglect the siteid, and the laptop check as well.
Merge Request Problem
Hello, I have the following problem: merging requests in list-view causes an error and the relevant requests are deleted without any entry in the system-log. The error message is in german sorry: FEHLER :Problem beim Versuch, die Anforderung mit der markierten Anforderung zu verbinden. Bitte melden Sie das Problem an den System Administrator, benutzen Sie den Fehler Code 1,324,375,039,614. ServiceDesk Plus 8.0.0 Build 8020
renew expired license
i use trial version of servicedesk 8 and have some role and settings that define and created. i have some day delay and when comeback to my office , i get expired license. please let me know how can renew lisence with new license and getback to working site without lose working information
Query for extracting deleted Tickets Summary
Please provide the query for extracting the deleted Incidents Tickets Summary?
Remote Control Session
Hi, Is there a way for the requester to disconnect an on going remote control session ? Thanks, Jon
Disable ae_scan script
Hi, there is any way to configure SDP to refuse data from ae_scan script? We need to be sure that nobody could use it. Thanks Enrico
What is Service Tag?
In Asset detail page, what is the meaning of Service Tag? Where does it come from? (in BISO or other) Is it unique?
firefox 8.0 attachments save as hdfiledownloadservlet
If I click on an attachment it asks me to save the file and saves it as hdfiledownloadservlet. If I rename the file to the correct extension (i.e. .txt) it opens fine. I tried this on both Chrome and Internet Explorer and it works fine, it only failed in Firefox 8.0. Running version 8.0.0 Build 8015
Time Format
Is there any way that the application can be updated to use/support 12 hour time system as opposed to the 24 hour system? Being able to use 3:00 p.m. as opposed to 15:00 would make more sense for most users.
Report on Requests Resolved/Closed by a Different Engineer within time ranges like 1hr, 4hr ,8hr etc..
Dear User, Please find the query below to generate on: "No of calls resolved or closed by the a different engineer within - 1hour, 4 hour, 8 hour, 12 hour, 24 hour, 2 days, 5 day, 10 day, 20 days, 30 days, 45 days, and more Grouped by Request Type" Tested in : MsSQL (SDP 8018) ,if you need any clarification please get back to us. Note : Please change the Date filter (marked in Bold Blue color) as per your requirement SELECT RequestType.NAME 'RequestType', SUM (CASE WHEN
Work Log Bug
I recently noticed that there is a bug in the Work Log screen. The Executed Time shows Time 0 through 23 for hours. When selecting 7 hours it should show as 7 a.m. but it is showing as 8 a.m. instead.
Update Servicedesk Plus license
how do I key-in my new Servicedesk plus license if my current license has already expired ? Right now, I cannot access the webpage after the expiry date of my old license.
Keywords for Service Catalog Searches
I understand the Service Catalog is searchable - is there any way of adding keywords to templates? E.g. I have a template to report a paper jam, and when searching for "paper jam" the template is shown in the results. However if someone was to search for "paper jammed" it returns no results. Can I add keywords for templates to make searching easier for users?
Minor changes requested for list views
There are two things I'd like to see in list views. 1. A navigation bar at the bottom of list views (Requesters, tecnicians, requests, etc) in addition to the one at the top. I just find it annoying to scroll all the way to the bottom then find I have to scroll all the way back up to go to the next page. 2. I'd like the ability to resize columns in list views as well. I think this has been mentioned here before, so add my vote to the list. Thanks, Sheila
Migration of Data from TrackIT to ManageEngine Service Desk plus
Hi, We have 3-4 years of data in TrackIT, we need to migrate the data to Service Desk plus. Do you have tool for it? what is the best and easiest way to do it.
can not send mail in purchar
can i help you ? I have configuration email and test user send mail outsite insite ok I have case i enter Purchase order choose Action/Send email Vendor. http://www.manageengine.com/products/service-desk/help/adminguide/contracts/contracts-notify-vendor.html But when send mail notice Sending notification failed. If login as administrator i can send mail to vendor ok
Help with some queries Total work log time
Hello, I m trying to build some MySQL queries around the incident requests could you please assist : 1- a query that can be ran weekly and get the sum of the tech time elapsed for all the tickets worked ( weekly total for the last 4 weeks ) 2- top five ticket for specific techs that contain the highest total amount of work log time for the last 6 days 3 - top 5 categories and number of tickets for each cat for last 6 days 4 - total amount of ticket worked the previous week (all tickets with work
Assign Group autoclose...
Hello everyone I have noticed that for some time now when I assign a request to a technicians the window named Assign Group and Technician doesn’t autoclose as before. What can it be? Thank you!
Add Attachments
There should be a button, maybe under the actions drop down, for Add Attachment. Currently the only way I know how to add an attachment is it actually edit the ticket. We have had users try to do so and accidentally change the description field.
SDP - forward all new requests / responses to existing requests to another tech
Hi, In our organization the IT department consists of 1 technician and the IT manager. We have a business rule in SDp, which will assign the technician to every new request of any type. The question is: when a leave is marked for the technician in the scheduler, how can all new requests/user replies to existing requests be forwarded to the IT manager (since where is no one else to handle the requests while the technician is on leave)? Thank you, Miron Shabalin
Trying to start MySQL server failed
I want to restore my backup on test server, it's not working.. Could you help please. Database not started. Starting ......... Dec 5, 2011 5:44:40 PM com.adventnet.db.adapter.DBInitializer startDBServer INFO: Command to start DB server [cmd, /c, "..\bin\startDB.bat", 33366] java.net.ConnectException: Trying to start MySQL server failed at com.adventnet.db.adapter.mysql.MySqlDBInitializer.startDBServer(MySql DBInitializer.java:148) at com.adventnet.db.adapter.mysql.MysqlDBAdapter.setUpDB(MysqlDBAdapter.
Asset issue - 2 computers not co-existing
In ServiceDesk I have 2 workstations with completely different sets of information. When I run a scan on Workstation 1, Workstation 2 is removed. When I scan Workstation 2, Workstation 1 gets removed. I am on ServiceDesk 8017 with the 1.05 client. I am also running MSSQL for the backend. Any ideas?
Incoming Mail
Hi, our outgoing email works well but not incoming. All conversation responded through Outlook are not centralized under the ticket. I have tried to stop the SDP service then restart but it seems not working after a test. Herewith the support file so you can review. Your precious help is very welcome, Regards, Jedidia
Problem scanning custom built machines
Hi, We recently distributed agent 1.05 to the workstations in our company through AD. However, everyone in one department has a custom built machine. These machines show as Model: System Product Name and Service Tag: System Serial Number so whenever one machine scans it replaces any other custom built machine already scanned. Is there a way around this? I tried to manually change the Service Tag in the asset information, but a new scan just resets it to "System Serial Number." Do we just need
Linking service catalog to robo technician password reset
Hi, I have created a template for the robo technician to automatically reset the password for a particular user. I would like this to be one of the templates in the Application Login section of the Service Catalog. There is a default template to request a password reset for an AD account, but I'd like to use the one I have created for the Robo Technician to resolve. Is there any way of doing this?
Changes use and comparison to another Helpdesk
Our team is currently evaluating SDP and looking to improve on how we currently do things in comparison with CA's ServiceDesk (which we currently hate). Currently we use Changes to submit a ticket to initiate work and approvals for software updates. These updates are for in house applications. Right now when tickets are submitted it is done by the developer and is assigned to the developers group. Based on the category chosen there will be pre defined workflow tasks that require approval or rejection
SDP Disable categories
Hi to all, is it possible to disable old categories manually in SDP? Thanks in advance
Reports to $DEPT_HEADER$
We decided to send a monthly report to managers containing some numbers. How do I know who are the managers, let it scheduled in SDP but it would be much easier if we could schedule the time to report for a filter exist $DEPT_HEAD$.
Hotfix 8007 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 Following are the list of issues / enhancements addressed in this hotfix ( 8007 ) release. New features / Enhancements in 8007 : (Released on: 13th January,2011) SDF-35443: Discarding emails from non existing users. When enabled, any mail from email addresses which are not present in ServiceDesk Plus user database will be discarded and not
Our site vs the demo site
We are on version 8 and have noticed that when we browse the demo site it works fine with the Google chrome browser but out local helpdesk site shows the quick actions bar all messed up and when we edit a request it popups a message saying Mozilla < 1.3 Beta is not supported!. We run our install on a windows box anyone else have a problem with this? Thanks.
Getting Total Count of Open Requests
Hi there I am trying to get a count of the total open requests either via API or RSS. I can do it direct in SQL but woudl like to avoid that option. Am i missing something in the API or is there no way to get a list of recently opened calls? Cheers JB
Adding Groups
Is there any way to create new groups? I only have the option of selecting the default groups of either Hardware Problems, Network, or Printer Problems.
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