Solutions - suggestion, reproduce similar functional to phpkb
Hi, I think it would be great if the solutions module was developed with similar functionality to this software - phpkb We currently use the Mindtouch wiki free version for documenting procedure and system details, but it would be great if we could store all of our knowledge and documents regardint the ICT systems within SDP. I don't think that the current Solutions module is quite right for this yet - I'd love to see the page layout formats from phpkb to present the solutions and document for easy
Version 8.0.0 Build 8010 - Creating Request, technician not assigned issue
Hello, We have been experiencing an issue assigning a technician upon creating a new request/incident. When the technician creates a new incident, and inserts all the necessary fields, the technician field does not hold. They have to pick up or assign after it has been created. Please help with this issue, it isn't life threatening, but annoying. Thanks, Chris
8.0.0 Build 8012
hi there hope all is well Actually i have spent a long time looking for the previous version of manage engine which is 8.0.0 Build 8012, now want your help to find the link as soon as possible. my e_mail is abofahad123@hotmail.com thanks in advance
Snaps Files Is not Appearing In HelpDesk
Dear All, Whenever Some one send me Email with Snaps Files The Snap Is Not Appearing In the Service Desk Plus. Kindly Suggest Something To ignore this Error. your Solution Will be highly Appreciated. Thanks and regards Rameez
Error with mail sertificate SDP
HI! Then i want to save mail server settings, SDP 8.0.0 build 8011 gives this errror: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. How can I attach mail server sertificate to the SDP? In to the SDP server or SDP client ?
invalid URL for Approval Process
Hello we have sent our requests through the approval process many times. Every once in awhile ( lately with much more frequently) one of the emails sent to an approver will end up in his junk mail box When moved to the inbox and the URL is clicked on they get a message about an invalid key ( see attachment) We are currently using 8.0.0. Build 8008. Any suggestions would be greatly appreciated. Karen
Trouble with mail server sertificate
FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. I get this error, then i configure mail server settings.Please help me!!! Incoming port IMAPS 443, Outgoing Port SMTPS 25
Connection to SAP Solution Manager (Solman)
Hello, does ServiceDeskP Plus provide a connection to SAP Solution Manager (Solman)? Thanks!
Network Asset Scan in 8.0SP5 Broken
As a follow-up to the domain asset scan being broken I would like to add that the network asset scan is broken as well. The network asset scan will add all IPs in a range to the asset library whether there is a device there or not. -Ross
Query to get technician group is not working properly - Build-8013 & MS SQL DB
Provided query is not working properly. Group is displying more than 1 times after polling the report.PSA reportForum Reference - https://forums.manageengine.com/topic/technicians-and-roles-report ----------------------------------------------------- Rajesh Singh | Sr. Tech Specialist | ACP, ITILv3f, MCSE -----------------------------------------------------
Report for assets works wrong
Hello everyone. Please help in the following scenario: I have several servers from specific AD domain assinged to some site. I can see these servers on the http://<sd_ip>/WorkstationListView.do?isServer=true. There are 8 servers. I created report with following query. And this report shows only 2 servers. The rest 6 servers are shown in the Workstations block. SELECT productType.COMPONENTTYPENAME "Product Type",resource.RESOURCENAME "Resource Name",productType.COMPONENTTYPENAME "Product Type",state.DISPLAYSTATE
Need a Query Report to List down the service request approvers
My DataBase is MSSQL . Need a Query Report to display all the Service Request Approver Names .
Manage Engine data migration is effectively impenetrable to prospective customers
It is effectively impossible to determine whether Manage Engine is a suitable alternative to an existing Service Desk solution. Any company wanting to move from another service desk package to ME would need to migrate their existing data into Manage Engine, but ME publishes no list of available fields. The standard response to such questions is "send us your data and we'll evaluate it", but what comes back is a guess at mapping showing only the subset of fields the ME technicians think may be correct.
SLA ammendments
Hi, Is there anyway you can restrict that a SLA is not allowed to be changed - eg the due date of a completion of a job? I am aware that 'put on hold' is available, but does this extend the SLA accordingly? I look forward to your comments. Cheers, Andy
Export of Category and Sub-Category
Is there a way to export/import a list of categories and sub-categories? thanks.
Approval Status is not updated
Hi, We have this issue wherein after a CAB member has approved a change request using the email link, the Approval Status of the change request stays at N/A. If we go to the Change request and down to Approvals it already shows as Recommended However if the CAB member opens the change request using SDP and approves the change, there is no issue. The change request approval status will show as Approved. Thanks, Jon
Multiple GL on a PO
Is there a way to apply more than one GL code to a PO. Some items on a PO fall under different GL's and we want the ability to apply it to the item not the whole PO
Changes & Problems tabs missing from home page?
We're currently running SDP 8.0.0 build 8013 - how do we create/get the Changes & Problems tabs to appear on the home page?
Can charges be done based on category?
I am contracted out to a site where most things are covered under the contract so there are no charges in the helpdesk system but for certain jobs that are not covered i would like the helpdesk system to automatically apply an hourly rate charge to jobs in a certain category. eg: any job in category 'user administration' (which is covered by contract) would be billing $0/hour any job in category 'unsupported software support' (not covered by contract) would be billing at $100/hour thanks
Can I port Service Desk Plus forms into another website on our intranet?
We have an intranet page for IT and I would like to create a page that has links to some Service Desk Plus forms and tools. Currently we send people to the default URL of the Service Desk Plus server however I would like to direct them to our intranet IT page. Then they can navigate to different forms etc. Is this possible? Thanks Jamie
Survey issue.
Hello, I want to report about an issue in survey process. When requester is getting e-mail with link for a survey, and when he open web-page with form, he is able not to select any of satisfaction levels. In survey results I can see his satisfaction level as "--". When I run survey report, this mark "--" considered as zero. For example: technician gets two marks: "--" and "4". The result mark in the report will be "2" ((0+4)/2). Please inform when you will be able to fix this issue. Thanks.
Evaluation - Error
Hello, I've downloaded enterprise edition 2nd time in past few months. This time around, login is not working. administrator login doesnot work and guest login doesnot work either. Please help. Regards, Asiya
Automating Add Requests
Hi, We have an Excel file that we are using to track report requests. We want to migrate the information from that file into ServiceDesk. Is it possible to get the SQL insert scripts used to add a request to the ServiceDesk database? That would be our easiest solution since we can write code that will loop through the Excel sheet and insert a record for each row, pulling the appropriate ServiceDesk field values from the Excel columns. We are running ServiceDesk on an MySql database. Thanks, Don
SDP - Sheduled report arrived to wrong recepient
Hi, We have defined 7 custom reports, listing all submitted requests for the previous week per site. Each report is scheduled to be emailed to a respective site manager every Monday at 7AM. It happens, that randomly a manager of site A would get the report intended to be sent to the manager of site B. This issue happens randomly, and occurs for all sites with no visible time or logical pattern. We've double checked all the setting and they seem to be correct. Please let me know what can me done to
Automaticly assign requests to specialist group
Hello! So this is my task! i need to assign tasks automaticly to group. For example, all mails with theme "xxx" must be automaticly assigned to specialist group. Is it possible in ServiceDesk Plus? and if its possible? how to do this/ Thank you in advance!
Customising of CSS on Service Desk Plus 7.6
Hi, First off sorry if this has been posted before, I've searched but couldn't come up with much, Is there any way to customize the css of the Service desk to incorporate company colours and preferred fonts, i'm not too fussed with changing layout (although would be handy for the future maybe) but i would like to change the default colours if possible? how much can the style be changed and is it worth it? any help would be very much appreciated, Kind Regards, Aaron
How can i send a Approval request automatically?
Is there a way, that i can send a approval request every time a certain request is opened to a certain technician??
Display Service Catalog to requesters
Hi I seem to have a minor issue where my requesters cannot see the service catalog, how do I turn thhis feature on so requesters can request service from this feature? Regards MW Your Version : 8.0.0 Build 8013 MSSQL
Technician Name Change
One of our technicians has changed their name which we have update in AD. I can't find where this can be edited in SDP since now when they log in they are classed as a user. We don't want to lose the history/tickets from the previous username etc.
See Work Logs from Requester View
Is there an option for Requesters to see Work Logs on a ticket from the self service portal view?
Time changes to GMT when UK on British Summer Time (BST)
Hi, All my times on calls are out by 1 hour. They default to GMT instead of BST. What do I need to do to change this? The server time is correct and has DST set as automatic. When I try and change the created time on a call, it lets me change it in the little calendar but then when I save this time, it goes back to an hour behind. I should've noticed this much sooner, but haven't! We have SDP 7.5.0 build 7502. I notice the latest build is 7502 but got burned last time I updated and the update meant
Is it possible to put Task Templates into groups
I have hundreds of Task Templates for different Requests/Changes and I was wondering if it's possible to group them somehow so they don't need to be selected/added manually each time a new request is raised Let's say User Setup group (only user setup tasks) or Server Setup group (only server setup tasks), etc... Any advice? Max
Request template in the directory of services
I have a request template in the directory of services, in a category "Internet" - "the request for access to the Internet". The technical group isn't selected from a template. Bizness-process is created, that if the category of service of the request coincides about "Internet" that the request gets to group "Software" But unfortunately it doesn't happen. Why?
Requester is only able to see the "Home" page and not their requests
When one of our requesters logs into the Managed Service Engine they are only able to view the "Home" page and cannot see their requests. They are unable to move away from the home screen... is there a way to do this or a setting that allows them to see their requests? The requester is set to a site, a department and is allowed to view all their departments requests Thank you Elaine
Trending???
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Using POP with Exchange Online
My company uses Exchange Online (hosted Exchange from Microsoft Online Services). They support POP, over port 995, but ServiceDesk doesn't seem to like this. Any ideas?
When will the agent be fully compatible with Windows 7?
Our users do not have administrative rights to their workstations and it is getting very annoying to remote into their machines and not be able to see the administrator login prompt when performing various tasks. Windows 7 has been out for over two years now--this is unacceptable. When will an updated agent be available? And when will you support multiple monitors? There are tons of tools out there that are already Windows 7 compatible and support multiple displays. I don't understand how you can
AUTOMATION
Hi, I know this sound like a bit of over kill - but looking for a bit of advice. Within our company, we are looking to delve more into trending and problem management. Now after using the Service Desk tool I have notice that there isn't really an option for this (at least in the version/module I am using), but is there a way I could tweak the process myself? I am looking for a way in which multiple Requests created within a certain time scale trigger a Request to be created - AUTOMATICALLY -
Locking requests in SDP
I see on the forum that there have been some comments regarding the locking of requests, which will stop 2 analysts trying to edit the same request at the same time. I think the first time it was mentioned was back in 2007 and it was suggested that this would be looked in to. As this is a fundamental flaw to what I feel is an otherwise good system, can you advise when this could be given some serious resource. Thanks.
Error starting after upgrading from 8003 to 8013.
Hi, On upgrading from 8003 to 8013 we recieve the following errors when running "sh run.sh &" command. ServerContainer [CREATED] AdventNetCC [CREATED] SQLOne Search [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [FAILED] AdventNetCC [FAILED] SQLOne Search
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