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.
change the group
Hi, how to change the group for a large number of requests? best regards, Denis
A russian characters display trouble on asset page
Please, help resolve a problem! See attachment.
Graph Color Cutomization
Hi, A good day to you ! Is there a way to customize the color of the graphs to match a criteria ? Thanks, Jon
SLA report
Hello, today when I take a report of an SLA field OVERDUESTATUS chart created by the report is shown as figure attached. I wonder how I can change the color red (isoverdue = false) to blue and blue (isoverdue = true) to red. Thus the colors represent the best number.
add request servlet API No such user is available in specified DOMAIN
I am trying to add a user that's in my LDAP to my SDP as a requestor but I keep getting the error "No such user is available in specified DOMAIN" and I don't know what information I am missing or what I need to put in specifically for domain in order for it to catch that domain and process.
How define business rules on additional fields?
Hi, How do I define business rules on additional fields where the existing field, the value must fill in additional fields. Example: I created an additional field to report the percentage of completion of the request and that this field would be completed according to the status. Could you help me? Thanks Nestor
Can I enable all Requesters to see the Change tab?
We have internal customers (Requesters) that would like to be able to see Change requests (and raise change requests if possible). Is there a way to enable this? or do Requesters have to be promoted to Technicians to be able to do this? Regards, Tim.
Computer Inventory Only Showing One Monitor
I am trying to use SD to find all the monitors attached with serial numbers and I am unable to see all of the monitors.
Difference between Service Catalog and New Incident
Hi all I want to know what is the main difference between New Incident tab and Service Catalog tab and how can i relate these to tabs together. Thanks in Advance Negin
Error when creating a custom view for requests
When I try to save a new Custom View filter for requests as soon as I try to save it I get the following error : HTTP Status 500 -
How setup requesters to sign in with their Active directory Creditntials
I have just download and installed the Professional version of ServiceDesk. I just go done importing requesters from my domain Controller, and setting up my technicians. But i cant seem to figure out how to get users to send requests from their account. I've attempted to send request by logging in through the web browser connected to my Servicedesk server.
SDP Purchase Order Approval Workflow
We have started using approvals for POs and have to manually control the process to send the PO to each approver, one at a time. We are on 7611, which supports multiple approvers, however we cannot use this feature as there is no way to control the workflow process (there is no workflow process). We need to route IT related purchases to a series of approvers, who will only approve if the person before them approved the PO already. This is the classic run in through the chain of command scenario.
Mail Fetching Just Stops
Two Days ago, I noticed that SDP was no longer picking up any of the mail sent to the exchange mailbox we have set. After some troubleshooting I get this error message when I to re-enter the POP settings -> FAILURE: E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. This is the second time this happen, with the first having no real reason on why it just started to work again. So far... I have re-enter all settings
Resolve and pickup notification
Hi Is there anyway to setup notification for technical in the same group when someone in group is pickup or resolve case? Thank you
unable to set mail server setting
Hi all I am trying to set up my mail server on Service Desk. I set POP server on port 110 for incoming and SMTP server on port 25 for outgoing mail server settings to send and receive mails but there is an error while i want to reply the request. There is an error message which is: " Sending notification failed" I have to say that there is no problem with receiving mails from mail server,I mean that i can receive the e-mail which has set for sending/receiving mails to/from service desk automatically
Update image file used in PO template?
Hi, Can someone please remind me how I change the image used top left of the Purchase Order template. Can't for the life of me find it... Thanks!
Problem or Not?
We noticed today when you search for keywords under Problems it doesn't check the associated assets with the problem. Is this a problem? missing feature? or working as intended?
Delayed typing in Description field.
When creating a service desk ticket users are experiencing delays when typing out their descriptions, this seems to happen only when connected to a virtual server. If I log into service desk on my local machine using IE 8, 9 or firefox it is fine but when I rdp into a server or even login from the server itself there is a terrible delay in typing and no other program is affected in this way. Any idea's what may be the cause of this problem? Regards
Customise dashboard portlet
Hi, I am presenting the Service Desk Plus Enterplise proposed as a tool for ITSM. I need to customize things like the dashboard, including other views such as open requests by item, group, ... Can you help? Thanked.
Request Time Spent calculated incorrect for sites others than Default Settings
Hello. I've created several sites with option "Copy Default Settings", updated Operational Hours and Working days, Requesters, Technicians and Technician Groups. When I create request by requester with new site, Time Spent calculated as Operational Hours are 24x7 but only for working days. For example: working days are Monday and Tuesday, Operational Hours 7:00 - 17:00. Request was created on Monday at 10:00 and closed on Tuesday at 10:00. Request Time Spent value 24h00m, but should be 10h00m. If
shipping address
Hi, Is there anyway to enter shipping address that is not associate with site manually? Or is there anyway to add more field for shipping address such as contact person, e-mail, telephone number Thank you
How can i add change automatically
Dear team, can i add change automatically by using api like add incident thanks
Requester contact info box modification
Hi Support Please add the function to be able to modify the fields that automatically populate once the the requester field is filled. We would like to see, the VIP field, Managers Name, employee number, Description and Organizational details to show. And we would like to be able to decide what is shown. Name, phone number and title is not enough.
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