Assets scanning agent
Hello, Please, explain me what is the logic of work of Assets scanning agent... How it decide to push data on the server? In my cases, sometimes it pushes data after 5 minutes after service restart, sometimes - it doesnt ...
Generic error when reply to Request
I just had a problem where I was unable to send a reply to a new request. After typing in my replay and sending it, I got a very generic "Sending notification failed". The email address was OK, I could send from other calls OK, you could even send replys from other calls byu the same person. It seemed to be something unique about this request. After playing around for a little while, trying to discover the problem, I realised that the only thing "unique" about this call was that the email sent
Importing Users Via Active Directory
I've got my import setup but the only thing I seem to pull in is all the users and not users from Specific OU's. Any ideas?
Projects
Hello, In our IT department we have Projects that have a set budget and hours allocated to them. Is there any plans to add the ability to add projects to servicedesk with a set amount of hours and/or budget that technicians will be allowed to add time to? Thanks,
Service desk and PABX integration for receiving calls
Hi I would like to integrate our Cisco PABX with Service Desk so when a customer calls it logs a new request. Has anyone achieved this using the Service Desk API? Cheers Jamie
How to find my password of netflow's account 'admin'?
Hi I forgot my netflow password of administrator account 'admin',Can you tell me how I can find it ,Thx!
SLA reguest
hello, tell me whether it is possible to assign a SLA notice to another specialist without reassignment request
The hang problem with web-interface
Dear Collegues! We use Manage Engine Service Desk plus, version 8, build 8013. Recently, we have noticed the following problem. When I push the button "Refresh request" after edit of request, or I push the button "Add request" if I create a new request... the page in any browser (IE, Mozilla, Google Chrome) hangs: in bottom, the green indicator goes slowly, then very slowly, then stops - and browser don't switch to the request list view page. The browser hangs on page of request add or request edit.
How do I add attachements to requests created through the servlet api?
Hi, I am trying to setup a page where users can enter requests from a sharepoint site. I have the page setup and I am able to successfully create the requests, but I also want to add the ability to attach a file the same you can with an email. I have the html code that lets me browse for the file and added that to my form but the file does not get added when the request is created. I'm not sure if the problem is HTML or something on the server side that I'm missing??? Any help would be appreciated.
Request pickup change
If a ticket is assigned to say Group1 and a member of Group2 picks that ticket up, the ticket is assigned to the technician, but the group is left blank. We would like to have it so that if that technician is a member of only 1 group, it will not only put the put the request in the technicians name, but also in the correct group. Currently we have all tickets get assigned to our Tier1 HelpDesk. If a Tier2 tech picks up a ticket it is no longer assigned to a group. Other Tier2 techs that are Filtering
escalate notice
Hi, tell plz, Can I organize system for notice to other technical specialist if first specialist not complete a request in time, but NOT escalate it to other specialist thx a lot
Import Requesters from Active Directory - Import Now Problem
Performing the "Fetch OUs from Active Directory" returns only "Domain Controllers" now for some reason after upgrade to Service Desk Plus 8013 this morning.
New Incident - Button Missing
Recently updated to the latest build 8013.... and along the top of the ServiceDesk Manager their is a a button called QUICK ACTIONS There use to be another button next to it which we could select a new incident prefilled (from our Incident Template) but I cant find this button or option Any assistance would be greatly appreciated Thanks Jason
Creating a request in SD+ (Professional) using the email command
Running SD+ (Professional) version 8.0.0 - Select Mail Server Settings/Email Command tab Enable E-Mail Command E-mail Subject contains @SDP@ Command Delimiter @@ Email Subject: SDP Test Contents: @@OPERATION=AddRequest@@ @@CATEGORY=Notebook@@ @@GROUP=Staff@@ This created a request in the Service Desk but did not populate the fields I'd specified in the email - it just used the email contents & put them into the description field of the request.
Hi Configuration Issues
Hi am not getting any domain name in the drop downs - while configuring the service desk
Asset Count - licence count
When an asset status is set as "Disposed", does it still count as an asset for licence purposes ? If not is deleting the asset the only way to reduce the asset count ? Thank you Ian
Asset Scanning
Hi, Can we check from SDP what subnets are being scanned during the asset scanning ? Thanks, Jon
database
whenever i am entering any data in the database i am not getting it in the manage engine console..is there any solution...
Business rules isn't applied
I have created a business rule to place ticket opened by mail from specific e-mail (this is configured as one of our technician e-mail) to be placed in specific group. it doesn't work. although it worked just fine if the e-mail address configured in the sender (in the business rule) is corresponding to a requester.
Furture Release Change WorkFlow Update
Can we get an update on the Change Workflow addition to the Service Desk? It was supposed to be months ago and the roadmap just says Future Release
ManageEngine ServiceDesk Plus Title change
Hi All; I ManageEngine Service Desk Plus user. When we open a Web browser program with the Service Desk in the title "ManageEngine Service Desk Plus writes. Are you an opportunity to change? How do I change if any. I appreciate if you could help.
Add a note and Show this notes to Requester breaches response SLA
Hi Have an issue where we add notes and show notes to Requester also, but it still breaches the response SLA, is there a way to remedy this? This would not be deemed a response to the request. Regards MW
Does an api or web service call exist to generate reports?
from a review of the forum, it would seem that the api is for creating tickets only, rather than reporting (ie getting information out of the tool), but this answer was dated jan 2010 with an indication this capability was being considered. is there now an api/ws for generating reports or a query service to return datasets from the db? /kdl
ICMP Pings hitting firewall every 3 seconds
We have an issue where our firewalls are picking up ICMP pings every 3 seconds being sent from the SD+ Server and we are unable to locate exactly where these are being sent from. We currently only have SD+ enterprise edition installed on the server. Our applications support team have confirmed that no other service is running on that server. Product: SD+ Enterprise Build Number: 8011 We have disabled scheduled asset scans What we need to know is · What service's within SD+ send
Default E-mail Notification
Dear Team SD+ We want to reset our notification e-mail to default. Where we can find those default e-mail notification (reply, forward, etc.)? Regards, Eko
Graphical representation of Servicedesk implementation
Hi there folks, Does anyone have an existing graphical representation of their ServicedeskPlus configuration they'd be prepared to 'lend' me? Rather than start from scratch with my not-so-great skills I though I'd ask if anyone cleverer than me has done this already? I could then tweak to our own proposed config? Any assistance you could offer would be much appreciated and save me much time (and pain!). Thanks in advance! Angela
Attach notification request(s) to individual incident form
Hi, Can you please advise if it is possible to attach notification requests to individual incident forms as opposed to globally? We have a number of different forms that use the global responses, but it is necessary for us to be able to apply some different response(s) to just one or two of the incident forms. Thanks in advance for any response.
Query Report Error - LONGTODATE
Hello, I get an error when running the following query: select SUBSTRING(LONGTODATE(WorkOrder.COMPLETEDTIME), 1, 7) as YearMonth, ROUND((((WorkOrder.COMPLETEDTIME-WorkOrder.CREATEDTIME)/1000)/3600)/24) as DaysToClose from WorkOrderStates, WorkOrder, SubCategoryDefinition where WorkOrder.WORKORDERID = WorkOrderStates.WORKORDERID and CategoryDefinition.CATEGORYNAME='Quality' and WorkOrderStates.CATEGORYID=CategoryDefinition.CATEGORYID Group by YearMonth The error message is this: java.sql.SQLException:
error
C:\>SDP-HOME/bin>run.bat 'SDP-HOME' is not recognized as an internal or external command, operable program or batch file.
Invalid address
Invalid address Check that the address is spelled correctly, or try searching for the site. http://localhost:8080/
not starting
my manage engine web client is not starting after the installation....please guide me
Sending email to alias/assigning to group is not working
I have one ServiceDesk system that two separate areas need to use. I have the mail email address for ServiceDesk (HELPDESK@Company.com). I have followed all the steps to create an alias (PHONESUPPORT@Company.com), assign it to a group (Phone Techs), and create a business rule to route anything sent to that address to this group. No matter what I try, I cannot get it to work. If I send it to the primary address, it works fine, but I cannot get ServiceDesk to use that business rule. We are on
Local Privilege Escalation Issue
I'm curious if Manage Engine has plans to fix a vulnerability that has now been published..... "The ManageEngine Applications Manager is a web-based availability and performance monitoring application. ManageEngine is exposed to a local privilege escalation issue. Specifically, the application fails to sanitize data supplied to the "module" parameter of the "BackupSchedule.do" script. ManageEngine ServiceDesk Plus 8 is vulnerable; other versions may also be affected." Ref: http://www.securityfocus.com/bid/48882/references
Automatically define Critical Level of Request depending upon the Requester Job Title
We have pre-defined criteria regarding the critical level of any request that would be logged for assets. The definition of the Critical level depends upon the Job Title of the Requester with whom the asset is attached and is used by him. Requests logged for assets attached to users with Job Title above a particular level in the Organisation would always have Critical Level I, whereas Requests logged for assets attached to Requesters below that level would always have Critical Level II. If an asset
SDP Query
SELECT wo.WORKORDERID "Request ID",icd.NAME "Item", dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00') "Created Time" ,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.DUEBYTIME/1000),'1970-01-01 00:00:00') "DueBy Time", datediff(d,dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.DUEBYTIME/1000),'1970-01-01 00:00:00'),GETDATE())"Aging(Days)", ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status" FROM WorkOrder wo LEFT JOIN SiteDefinition siteDef
Provide option to be more secure
Have tasks only viewable by groups or by technician. Currently all groups can see tasks and close them even if not assigned to them. Have Roles associated to Groups. This would allow for technician to be part of different groups with specific roles for each group. This would allow for more secure requests transfer between technicians in different groups.
Domain Name Change - How to Prepare
We are currently in the process of building a new DC (domain controller). Whereas the old domain name was aapg.org, the new domain will be corp.aapg.org. When the new domain goes live, we will need to run around basically re-joining all the computers and servers, updating all their shortcuts and pointers (because IP addresses will be changing too), etc, etc.. Basically it's a new network, with all the same stuff juggled around into a more organized fashion. Here are my concerns with regard to
Not able to search by IP address any longer
Hello, We have just upgraded to Version: 6.0.0 Build Number : 6003 and it seems that we no longer have the ability to search by IP address when searching Workstations. When we scan our machines this information is entered in automatically and we need to be able to search for the workstation using this field. Right now it returns no results. Anyone else having this issue? Thanks Dave
Searching using IP address
Is there a way to set the system so that you can search for an asset by IP address, be default, from the Assets tab? We are using ServiceDesk Plus 8.0.0 Build 8011 and nothing is returned when an IP address is entered unless the users selects "Workstation" from the drop down list. It'd be nice if the system searched across all assets, by default to save having to work out how the particular asset had been categorised.
creating Requesters
Is there a way for users to create requester accounts with out the admin setting them all up? We have a lot of different requesters from different areas so AD import wont work. When someone sends in a e-mail request can it create a user account?
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