Changing Mail Server Settings
I am trying to change the email account used to fetch and send emails to SD+. I stopped mail fetching, made the changes on both the incoming and outgoing page, and restarted fetching. SD+ receives new requests sent by email to the new address but it continues to default (FROM field) to the old email address for replies. I have also restarted the SD+ service on the server but there was no change in behavior. There were no errors when the outgoing email information was saved. The new account
Content Variables - Logged In User & Description
Two questions: 1. We do not use the "Alert the following technician(s) by e-mail when a new request is created" notification because when the daily preventative maintenance tasks are created each morning, these are included in this notification and we don't want to be notified of the PM tasks this way. So, we have a business rule to email Technicians of a new request. Much to our disappointment, the email template here does not contain a "Description" variable. Therefore, when we get the, "A
Changes Enhancements
Add a Change ID Look field similar to the Go To Request function on the Incident Tab.
Mimimum Technician Time
Is there a way to set the mimimum time for a technician? In our case, we have a minimum of 15 minutes even if the ticket is 7 minutes, etc. Thanks in advance...
Migrate dB from 2005 MSSQL to 2008 MSSQL
Is there a faq for this? I'm looking specifically for the "pointing the app to the location of the new db" part. Thanks
Shipping/billing address size limit in Purchase
The last Mac browser that allowed me to enter more than 30 characters in the Shipping Address and Billing Address fields when creating a new PO was Firefox 3.6.23. Chrome, Safari and newer versions of Firefox do not allow more than 30 characters to be keyed or pasted into those fields. Firefox 7 on Windows also has the problem. Explorer 8 seems to be fine. This is true for Service Desk Plus 7 and 8. any idea what's going on, and when a solution will be available? thanks
"Closed By" report
Hey gang Is there anyway of producing a report of which technican has closed which requests? We know you can see which technician the request was assigned to when closed but this is not what our management want to report on. Appreciate any help.
Windows 7 & Symantec Endpoint Protection: Asset Scan does not work
HI We have rolled out Symantec endpoint solution across our enterprise (Both WXP and W7) and now the Asset scan does not work. Are there any ports need opening via Symantec threat protection? Any help is appreciated. Cheers Michael
Change Management workflow
Hi, I have been using SDplus for a number of years and find it a great product. Recently I decided to upgrade to the enterprise product to use the change management function, and am having some trouble getting my head around it. I've read through the admin guide but still have some questions When a technician raises a change why are they able to choose status?, specifically the approved status. The workflow that makes sense to me is that all changes default to a status of requested, except for
one font + size for manage engine
Hi, How can you set one font & size for manage engine? I dont want people to change their font and size. Thanks! Wesley
assigning the category to a supportrep. what am i doing wrong?
i assigned a category to a support Rep in helpdesksettings, but when we get a new request it stays unassigned. What am i doing wrong? Thanks Wesley
Last Resend for Approval Date
I would like the request for approval, "Sent On" date to display the most recent date that the approval was sent on. Either it be the one time I sent it, or the last time that I resent it. Right now, it doesn't change from the first time I sent the first request for approval. I have two requests that are waiting to be approved. I went to "Resend for Approval". Closed the request, did something else, came back...then I forgot which one I just resent for approval. What I'd also like to know
Modify Change request template.
Hello, how I can modify template for Change request? Is it possible, for example, remove "Service Affected" and "Assets Involved" from template? Regards Pavel
Delete old surveys and start from scratch
Would you please provide the SQL to delete all old surveys from SDP? I am on an MMSQL db. Thanks.
How can I export the scanned software list or run a report that lists all the scanned software?
Brand new to Service Desk; we have version 8.0.0 Build 8013. I would like to either export the list of scanned software or run/create a report that does? Can anyone assist. Thanks.
Requester detail information
Hi, I'd like to disable some filed in "Requester detail" area. Is it possible to do? or maybe just not show some field it's ok too.
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 Impact" Tested in : MsSQL (SDP 8016) ,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 Impact.NAME 'Impact', SUM (CASE WHEN (WorkOrderOperation.OPERATIONTIME
Printing of Sub Task from Change Tab
Hi SDP Team This is a feature requirement for Print option for Sub tasks in an Incident/Problem/Change Tickets regards Gopi ME Tech
How can I export scanned software list or run a report that list all scanned software?
New to service desk; we have version 8.0.0 build 8013. I'd like to either export the scanned software list or ideally run/create a report that does this? Any help would be appreciated. Thanks.
Purchase Order Currency
Hi, We work and order within the EMEA/NA regions, therefore have invoices in multiple currencies. We would like the currency field to be freetext so we can change the value on a per PO basis. One in � the next in � and maybe $ and have the PO saved in which ever currency we need it to be. Thank you
Role for calendar admin
Is there a way to set up a role for someone to view/modify all technicians calendars?
Common requests report in the Service Desk system
Dear all, How can I generate a report from the system that can help me in knowing the commonly created requests/incidents in the system? This report will help us in deploying necessary resources in handling common requests and even plan. I cannot see a standard report in the system that can help in me in getting this report. Your assistance will be appreciated. Regards, Davis M Onsakia
request closure.
how to prevent user from closing any requests but before closing all the included tasks first.
Error has occurred during response. Please view the Error Window for more details.
Hi We are using ServiceDesk Plus 8.0 (although this problem has persisted over several versions), on Internet Explorer v8.0.6001.18702. Every now and then, up to 10-20 times a day, I get a message box appear on the screen out of the blue saying "Error has occurred during response. Please view the error window for more detail", when I then click Ok, a new IE session pops up (with no controls at the top) displaying an unformatted version of the login page for ServiceDesk Plus. Quite often I will
Hardware change tracking
Is it possible to track changes for hardware? Example: John Smith wants to start using Jane Doe's old machine. The host name would change from www-s135-smith to www-s147-doe. We want to track any changes made by the host name. What are some suggestions on how to do this?
Appended by reply
When a user has n open ticket, then goes in and hits Reply, that reply is added to the ticket and I have the notification rule turned on to send an email to the assigned technician. That part works. My issue however is that when I get the email, I don't get to see the text the user entered. Is there any way to have that added to the email? I've looked over the content variables, but none of them seem to work. So as of now if the technician is on the road, then get an email saying the user updated
Hiding Knowledgebase/Solutions articles?
Hello We currently user our Knowledgebase/Solutions in Manage Engine Servicedesk Plus for our internal IT group to document procedures, and known issues. In the near future, we'll be allowing our end-user community access to the Self Service Portal to enable them to open their own tickets and/or view status on their open tickets. They have the option to use the Knowledgebase, but the issue is if there is a way to hide certain solutions so that only certain groups can see them. Point is, I don't
Global view of tickets for non-Technician
Hi, I need to create a global view of tickets for users who are not Technician. They merely want to see the status and details of each ticket. I have tried to create a public view using Administrator but users cannot see it How can I do this ? Thanks Jupp
Self Service Portal Settings
Hi there, Please can you explain how a requester can close their own request using Self Service Portal? I have selected this in Self Service Portal settings but logged in as requester cannot see how they would do this? Many thanks, Angela
Disable request creation though email
Hi, We use email fetching. This is because when a user reply to a email sent to them though SDP, but they're using outlook, there is no log of the conversation. With email fetching it picks up the reply and adds it to the correct log. The problem is if someone sends a email to the account we use SDP adds it as a new fault... So if a user has a Out of Office message on and we close a call and SDP emails the user to let them know the call is closed. The out of office message gets added as a new fault!
How to install ManegeEngine on Oracle Virtual Box?
Good evening all, I'm a student and we have been given a task to evaluate help desk software. We need to configure it according to our task and then demonstrate it to the class. In order to do this I need to be able to install it on Virtual Box. I tried to install it but got an error when I tried to run it. Is it possible to install the software on a virtual pc in virtual box? Thanks for the help..
Buttons gone after upgrade
I recently upgraded to the latest version of Service Desk as I was having problems with using Firefox 7. Following the upgrade, some of the buttons are no longer displaying their image and are just text links - This is not an issue with Firefox as the links are the same when using IE9. Could this please be addressed? Kind Regards, Simon
SDP Servlet API - Obtaining response
Has anyone managed to obtain the XML response from the servlet APIs in SDP so that it can be formatted into a more friendly format for users? I have tried using JavaScript within an HTML page to utilise the XMLHttpRequest object but I find that responseXML property always returns null. Any help appreciated.
Question about mail fetching limitation
Dear Support, My customer has been facing the problem regarding mail fetching feature. The system will stop when it received a huge mail from mail server. I need your help to provide the information about below. mail sizing for 1 email what is your recommendation about mail sizing. example is an email should not over 5Mb for 1 email timeout value for SDP what is timeout value for SDP? example is SDP has set 5 minutes for timeout. SDP will stop fetching feature when the sync time has more than 5
Backup build number not compatible with existing build
Hi, Our server died and the last backup we had is of build number 8003. I have upgraded the new server to build 8000 but cannot find a dowload for 8003. Where can i find this as i am unable to restore from my backup until I upgrade my current version. Unless the i can upgrade to the latest and then restore? Please help I'm completely stuck!
Custom report for future PM tasks
Hello, I have set up many preventative maintenance tasks and would like to generate a report which would show me all future pm tasks, not only requests generated from the pm but all upcoming ocurrences of the pms. Any assistance would certainly be appreciated. Thanks! Brian
SSL signed by private CA
Hi, I'm trying to set up mail fetching in SD+ 8 from a IMAPS server which has a SSL certificate signed by a private CA. I followed the procedure outlined at http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html and imported the CA certificate for the mail server with gencert.bat. If I run gencert.bat again to check I see this: root@itsm:ServiceDesk# ./gencert.bat mailhost:993 Loading KeyStore jssecacerts... Opening connection to mailhost:993... Starting SSL handshake...
Distributed Asset Explorer not work
Hi, Sorry for my very bad english. I'm user of SDP MSP Edition, and I try to check remote Asset Explorer inventory. Remote Asset Explorer scan fine my domain without agent (WMI mode) and collect data from workstations, but not insert in SDP configured as "Central Server". Export process failed. I try to import manually ZIP file generated on Asset Explorer into SDP, but import crash. Asset Explorer send mail report to my accont: Dear Admin, Unable to push the remote server data to central server,
Request Reports - Impact and Urgency missing
Just a quick one... Is there any reason why Impact and Urgency are not included in the list of Available Columns in a custom report? Again I would have assumed these fields would be included in the standard list. Could this be added as an 'enhancement' for inclusion in a future release? Looks like we are going to have to write our own SQL joining query on the Urgency table in the mean time, however the formatting doesn't allow us to, for example, create the matrix reports... :( Cheers, Lew
better support for firefox and other browsers in servicedesk plus
is there gonna be more focus on getting multiple browser to work properly with sdp ? I use firerfox 7.0.1 and there are some issues with sdp where fx I wanna close a ticket and I go into solutions and typre in the info select close and hit save. now it closes the ticket but, the info I typed in is not saved and when I go to the ticket the solution feild is blank. We are running atm sdp version 8016. I have seen this problem also with messages on the home tab that when you make one in firefox it does
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