Consumables in ManageEngine ServiceDesk 8.0.0 Build 8020
Hi, I have Version : 8.0.0 Build 8020, actually i don't know how to use the Consumables at all. could you please to tell me how to use it?, i tried to make new PO and i put it as received items, still no result. thanks.
Modify Button on Requests Tab
Is it possible to modify the action buttons on the requests page? As we are using the Automated Close system, we would like to replace the Close button with Resolved, or modify the button so that is what it does to the selected ticket(s).
remote control agent - problems to connect - how to install the remote connection agent as a service
Dear Support We are encountering problems when trying to connect to workstations via SD+ remote control. It could be related to access rights issues. Therefore, we are planning to install the remote control agent to each workstation as administrator (via ADS or during installation of the workstation) and run the service automatically, in order to avoid problems and to save time when connecting from SD+ to the workstation (as mentionned, probably due to installation rights issues when installing the
Custom Service Catalogue reports
None of the pre-built reports covers Service Category & Service. We are in the middle of rolling out a new piece of software and we have a service defined for it under the service category software. It is unbelievable that I can't quickly knock together a customer report listing service requests, grouped by service category and service.
Custom Filters set in User Groups
Hello. Tell me please, can i create a custom filter set in user group. I want choose users in groups, example,by custom field or other criterias. Thank you. sorry for my english.
Workflow for Incidents
Can you build a workflow for incidents to have approval and notifications just like on change module for ver 8.0?
Software bundling...
Could there be some way to combine software that is picked up as separate components into bundles? Mac software is particularly guilty of treating parts of a bundle as separate components in scans - Office gets split into Word, Excel, PPT, etc (Office sometimes renames them separately as Word/Microsoft Word just to be awkward) and Adobe bundles split out into Photoshop, Illustrator et al. The scans pick up the separate software installs, but the license is for the bundle. It makes tracking the licensing
Customize "Choose content variables"
Hello. I want to add to the template "E-mail requester when a request is updated." new content variable. Changes in the Request? How do I do?
Anyone with over 250 technicians and 15,000 nodes
I am upgrading to 250 technicians and about 15,000 nodes. Does anyone have that much techs and. Nodes in their environment. I think we may also have about 800 tickets a day. Thanks Seetwobyte
Report on contracts and machines
Hi, I'm looking to generate the two reports below but not sure where to start! Would one of you guys be able to help? The report needs to include:- (I) List of all workstations & servers with a contract (ii) List of all workstations & servers without a contract ...and includes these fields:- - User - Department - Workstation (name) - Model - Serial number - Contact From Date - Contact To Date - Contract Status (Expired/Active) - Acquisition Date (if possible) It would be really useful if you could
How to remote local administrator from technician group?
Hi, I have a problem to remove local administrator from technician? I click on checkbox in front of local administrator account in technician page and deleted. Then it's not deleted and the check box in front of of local admin account is become disable.
Report showing 'time spent' above and below 15 minutes
Good Morning, I would like to create a report that shows out of all requests logged (last week) how many of them were closed in under 15 minutes and how many were closed in over 15 minutes. It would be great if I could also get a bar or pie chart to represent this data. Many thanks
Deleting custom fields
I have a template where I have used "Add new field" and dragged it into the template to create the custom field. I no longer require them now but when drgaging them back to the left of the screen where the list of fields are, there is no way to delete them.
How to Delete software which does not associated to any of device or devices??
How to Delete software which does not associated to any of device or devices?? I am using SDP version 8017.. & Database is Mysql..
MS SQL Database Permissions
Hello, I'm looking to install ServicePro 8.0 and after reviewing the installation documentation and this forum, I was wondering if i could get a question help answered about MS SQL databases 1. In MS SQL 2008 R2 Express, I'm looking to create a login for my Servicedesk db, because i would perfer not to use SA account to connect, as it seems like too much. for my new account i would like to know what permissions it would need exactly for that database. so the application continues to work correctly?
Sites reappear after deleting...
Hi I'm very new to ServiceDesk so this is probably be a something very easy to sort.. Under Sites in the Admin page i have 85 different sites listed which have our department names listed, we only have 1 site. When I delete the sites they reappear the following day. I'm guessing this is related to the Active Directory import but I can't see a setting to ignore Sites. Any pointer would be great fully received...
SLA reports
Hi Team, 1) How is the SLA report calculated on SD+ tool. 2) Does the timer stop ticking when the ticket is put ON_HOLD ? If yes, then does the SLA timer (for due date) keep ticking ? Regards Vinod
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.
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