Drop down menu issue
After upgrading SD+ to the latest build (from 8012 to 8015), the New Request and Service Catalog drop down menus do not work correctly. See the attached image.
Service Desk Plus Configuring Mail Server Settings
We have just purchased Service Desk, we would like to configure emails sent to helpdesk to be automatically transfred to an incident/problem... does it support Microsoft Exchange Server... ie when setting up configuring mail server settings? it appears that it has only two options pop and imap. Any ideas please?
Inactive Sub categories are showing
I have inactive sub categories that are showing for selection when a user is entering a new request. How do I stop this or delete the inactive categories? Thanks Chuck
Asset Report with Cost
Using SQL and ManageEngine version 8.0 build 8015, I was hoping to generate an asset report that would include the following: Department User Asset Description Asset Cost Serial Number Purchase Date Resource Tag Please let me know if you can help. Thank you.
Printers marker life count report
Dear Support Team, We have SDP 8.0.0 Build 8013 with MSSQL. To the IT internal control, we need create a report with Marker Life Count of all printers in the network (total pages count). Add Resource Name, Product Name, Printer Serial Number and State. Scans the network works perfectly, the page counter of the printers was found successfully. Thanking you in anticipation. Daniel Fabro.
Custom all the change stage names
Hello, Is there a way of changing the change stage names Requested, Completed and Rejected? I don't find them in the ApplicationResources file (i18n) and if i change them directly in the database, the change forms doesn't appear (shows a blank page). If nowaday is imposible, will it be possible when the future change workflow is released? Thanks & Regards
SDP - A user with full access to Assets can't add a new product - the link to add new product is hidden.
Hi, We hired a new guy who will manage our company's assets. We have created a technician group Asset Administrator and assigned full asset permissions to that technician. We have discovered, that going to Quick Actions - Asset brings the screen where a new asset can be added? but the Add New link near a Product Name field is not shown. We tried this both on IE and FF - no luck. The link is there only for SDAdmin group, but we don't want to provide the new tech with full access to everything. Could
Asset Scanning linux SSH
I tried scan for many times and with different assets with Linux , but the error message occurs ": Connection to RPC server in the workstation failed."
Purchasing Module in SDP: Do you use it?
I'm curious how many of you actually use the Purchasing Module in SDP. When it comes to helpdesk tickets I'm comfortable with making SDP work. But purchasing...is something new for me. To make it even worse my management team is like SDP has a Purchasing module, let's use it! Our billing team is still keeping track of purchases with an Excel spreadsheet, let's move them over and start tracking purchases in SDP. Well...on one hand this is great for me as it means job security. On the other hand...I
Allow techicians to create resolution templates?
Is there a role we can create that will allow them to maintain the resolution templates without giving them access to everything in the configuration wizard area? Thanks.
Problem assigning a task to a specific group
Hi team, We are having issues assigning specific tasks to a specific group created or added to a request. It only shows the group the requester belongs to. The screenshot is below. We tried creating or customizing a task template specifically created for a given task to that's already pre-assigned to a group but when we chose the template from the drop down, the group that was pre-assigned dissappears. Is there any workaround on this? Regards,. Noah
Drop down sort option
Is there a way SDP can sort by ASC the "Groups" in a dropdown? I appears, its sorted by created time. Thanks in advance.
8016 Hotfix Released !!
Dear Users, Hotfix over 8000 is released. Please refer to the announcement link for more details of the changes in this hotfix. https://forums.manageengine.com/topic/8016-hotfix-released Regards, Srikrishnan ServiceDesk Plus.
Column Feature in Reporting
I am trying to run a monthly report from service desk. I want the top colume to be weeks (say,week 1,week 2...) for a particular month and the left to be request category.However, from the drop down list of options,it only contains created time,responded time, etc..... and does not contain weeks as I want in my reporting format. What could I do to include weeks on the top column. Thanks LSmith Papua New Guinea
Amused or mortified...Either way, check this out.
Type the word "unchecking" no quotes into the description field of a request. Then, click the spell check button. Checkout the interesting list of suggested correct spellings.
Remove asset selection from new requests
Hi. Currently requesters can see assets that are not related to their site when creating a new request and selecting all assets. Can this be disabled or the asset block be removed from request templates? Thanks Morris
Reply to a Request
When replying to a request in manage engine our system doesn't include the original email from the requester. When you forward a request the message is included. I've looked all over the options but cant see anywhere to enable this - is it an option? Thanks Matt
SDP e-mail repots problem
Hello, I have small problem with Service Desk Plus. I had a serviceman account in SDP and for his account was created report which was send at 8th in each month. After some time, the serviceman account was deleted and SDP (I think) deleted the entry abouth this report but the report itself is still active and is sending to non existing e-mail account ( so e-mail is returned to SPD). Someone have any idea how to fix that issue?
Close organization
I´m the administrator of a test environment, how do I close the organization and close the account in order to join my email account to the production environment?
Requester Login Name Auto-fill in "Requester Details" section of new incident
Dear Sir, We have all users imported from AD, and there is "login name" in the requester database. However, there is no such field in the requester details section of incident form. Is it possible that I can add one additional field which will auto-filled by login name when I choose the requester? Thanks a lot~ Regards, Alan
Can users withdraw/close requests that they have made?
Hi, Can users withdraw/close requests that they have made? Thanks Martin
8015 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 Following are the list of issues / changes addressed in this hotfix ( 8015 ) release. [ Please be informed that 8014 hotfix is an internal release and not uploaded in our website.] http://www.manageengine.com/products/service-desk/readme-8.0.html#8.7 Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
error on Backup Scheduling
Hello, I'm using ServiceDesk Plus 7.0.0, but I've an error on Backup Scheduling, the backup is not being made, servicedesk automaticly start the task but then gives an error as you can see in the printscreen and doesnt create the backup file. The destination is for local disc. Best Regards,
Database Setup Wizard doesn't change username
Hi, I need to change the MS SQL login that is used by the SDP product to connect to our MS SQL database. The login has dbo permissions on the database. When I use the changeDBServer.bat utility to do this (see image below) it does not appear to change the login. I enter all the details and click the Test button, which is successful as it returns a message of 'Connection Established'. However, when I then click on the Save button nothing appears to happen. See below....
Service Desk Plus API
I've been doing some testing with SDP's API (retrieving, creating Requests, etc.). I really want to integrate this into our own Computer Inventory program. The one question I have (for now) is: how can I retrieve a list of valid values for fields like Category and Subcategory? Thanks, Derrick
Technician Group Listing
Is there a report or query that will list all of my technician groups and their members?
Change Implementor
Hi, How do we add technicians to being one of the Project Manager Implementors ? Thanks,
ServiceDesk Plus - Change Admin domain
Hello, Migrated our systems to a new domain controller with a new domain. I'm having issues migrating ServiceDesk to the new domain. I've added it in Windows Domain Scan and Active Directory but the administrator is still listed under the old domain name in the technicians. Any thoughts?
API key received is not associated to any technician. Authentication failed.
I got the above REST response error message when trying to submit a ticket via REST API. I tried regenerate the API Key and also use different technician to generate Key. No luck. Please help. Richard
scanned assets - not detecting Office 2010 license
I've noticed that when assets are scanned either by network scanning or the installed agent, licenses for Office 2010 are not detected, while previous versions show up fine. Is this a known issue? And is there any idea of when this may be resolved?
Form builder improvements - UI controls and layout
Are there any plans in the roadmap to improve the layout controls for the forms that we can build for service requests, incident types and (coming) change types? Once a certain number of controls is passed, it becomes helpful to be able to layout and group controls into logical groups. Without this ability the default of the tool to cram all controls into two columns makes the tool unusable. I feel this is a huge impediment to the effectiveness of SD and would like to know if this is on your radar.
Import a Single AD User into SDP
Add the ability to select a single user from AD to be imported into Service Desk Plus. Re-importing an entire OU does not always work out when you just need to add one user.
Service Requests Matrix Report
I tried to create a matrix report specific to Service Requests, with the aim of grouping the requests by service category and request template. This due to the fact that the service request template is not one of the options you can select while creating the custom report. I can create a report showing how many Application Log-in service requests were received but can't have any further breakdown. I waited for a few patches and this issue is till there. Very annoying.
Problem/Change ID Customization
Hi, I would like to ask if the Problem/Change ID is also customizable? I want to start my Change Request to CR000001 can this be possible? please advise. Thanks, Mac
Undelete or Restore Issues
If a Tech deletes an issue what happens to the data? Is it removed from the database or is it handled in a manner that is friendly with restoration of that deleted issue? I understand that backups can be restored and that is not what I'm asking.
Customise Requester Details - How to
I need to be able to modify the requester details, to suit our support model, when adding a new incident How can this be done? Thanks Tim.
mandatory Tasks
How can I create mandatory tasks inside service catalog instead of letting the requester choose which one to be included?
Mail Fetching stopped
every day the Mail Fetching stopped at no reason as well as the scheduled reports. and I have to restart the service for the mail to be fetched and the scheduled reports to be sent. any help would be appreciated.
Query Error (KPI report :based on group and technician)
This query doesn't work in build 8013 for MSSQL (https://forums.manageengine.com/#Topic/49000005072090) SELECT au.FIRST_NAME 'Technician', qd2.QUEUENAME "Group", (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID LEFT JOIN WorkOrderStates wos4 ON wos4.WORKORDERID=wo4.WORKORDERID LEFT JOIN WorkOrder_Queue woq4 ON wo4.WORKORDERID=woq4.WORKORDERID LEFT JOIN QueueDefinition qd4 ON woq4.QUEUEID=qd4.QUEUEID WHERE (wot4.THD_WOID=wot4.WORKORDERID)
Query Error (Re: Resolved time Report)
Hi, https://forums.manageengine.com/topic/resolved-time-report The query above for MSSQL produces the following error in build 8013 - MSSQL: java.sql.SQLException: Operand type clash: ntext is incompatible with tinyint at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at net.sourceforge.jtds.jdbc.TdsCore.nextToken(TdsCore.java:2224) at net.sourceforge.jtds.jdbc.TdsCore.getMoreResults(TdsCore.java:628)
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