How do I remove Acquisition and Expiry Dates
I have leased printers. I added the lease date information into the acqusition and expiry date fields before descovering the lease date fields. It won't allow me to delete the dates, only change them. How do I remove the acquisition and expiry dates? Thanks
Spam filter problem
Hello I defined a mail filter rule like "sender does not contain @xyz.com or @abc.com" to stop creating tickets from undefined domains. Filter works good just for one domain but not two or more domain. Any suggestions? Best Regards,
E-Mail Notification customizations
My techs have asked me to change the email notification alerts so that instead of showing them just the ticket number, they can get a description of the problem right in the subject line of the email. I'm looking around in the admin panel and the notification section, and for the E-mail technician when a request is assigned template...I've got the standard entry: Request Id ##$RequestId## has been assigned to you We want something like Request ID #00001 for "Description blah-blah" has been assigned
Specific Reports
I want to generate reports of past 3 months and just for Category-Celluar and Sub-Category--Blackberry. Please help me!!! Thank You
announcements not working fully since patching to 8012
patched from build 8008 to 8012, now announcement popup windows does not work. I can add announcement fine, i can view them i list, but whenever clicking an announcement to open in popup window , it just shows a blnak page.
Backup to Remote Host
Hi, We are using ServiceDesk Plus and backup goes fine if we run directly from CLI. But when we run backUpData.sh with cron it creates an empty files. We want to move automatically output generated by backUpData.sh to other server. Thanks in advance. Regards, Ricardo Marinho
Report query not working
http://forums.manageengine.com/topic/change-with-it-approval-details#49000005169320 DOES NOT WORK IN MSSQL - uses a MySQL date formatting command. Please fix and repost. Thanks, Dean
User table
I have to create a report that includes the names of all users along with 3 of the custom fields that I have created, labelled "Password Question", "Password Answer" and "Password Hint". Can you please advise how I create that report? Are you able to provide me with the appropriate select statements? I will also need to be able to save the report as XLS and/or csv.
New problem window not closed after save
When a new problem ticket is created and the save button is clicked the screen doesn't change there for the user is unsure if the ticket has been created. Previously when the save button was clicked the window returned to the problem list. This issue has occurred since we upgraded from 7011 to 7504.
rules of SLA
Good afternoon. I ask to help with adjustment SLA in system ServiceDesk. Level 1 - very quickly, time of reaction for the request- 1 hour, performance time - 4 hours. Level 2 - average, reaction time - 1 hour, time of performance of 6 hours. And still a question: How to me to hold SLA if created the requestdoesn't answer about working capacity of service more than declared time? It turns out, the request will be delayed.
Wake on LAN feature on servicedesk plus
Is there a wake on lan feature on servicedesk plus? Thanks
SMS Notification Email using Mobile Number field
We are currently having mobile numbers of few Requesters captured in the database. We have also setup an SMS delivery system where the Email Notification sent to an email gets converted to SMS. In this regard, we would like to ensure that the SMS notification email automatically gets sent to an email id which is formatted out of the Mobile number by adding some suffix to the Mobile number. For ex. if the mobile number entered in the Mobile number field is 9512345678, then the SMS notification EMail
Digital Signature Issue
Whenever an end user with a digital signature sends an email to our helpdesk the description/message body does not get added to the ticket. This has been a long standing issue that needs corrected asap.
Stopping surveys being sent for some requesters
Is there a way to stop surveys being sent to certain requesters? We have some system accounts that create requests by e-mail and it would be good to stop them getting surveys sent to them. Regards, Andy
Automatic emails
It would be nice to have automatic emails sent to alert Technicians about upcoming due dates, and a choice of either daily or weekly emails as a reminder about tickets that are still open or yet to be resolved. And, more frequent emails based on level of priority. Thanks
after update windows help desk not work !
hello , i have server with windows 2008 r2 after update windows the ManageEngine ServiceDesk not working more i try to start service but it stop , i take full back up and try to restore it to another server still the same problem . wrapper log : STATUS | wrapper | 2011/07/01 19:52:49 | Launching a JVM... INFO | jvm 9 | 2011/07/01 19:52:50 | TRYING TO STOP DB WITH COMMAND:::stopDB.bat ../mysql 33366 root INFO | jvm 9 | 2011/07/01 19:52:50 | This copy is licensed to AdventNet INFO |
reporting on timespent outwith operational hours
i wonder if it's possible to report on timespent of technicians outwith operational hours (in our case Monday-Friday 9am-5.30pm)? I've tried but didn't get anywhere.
Image in an Announcement
Hi, Is there a way to insert an image to an Announcement ? The insert image button is not in the Announcement template. Thanks, Jon2011
Attach file in Resolution
I very good options would be if you can attach a file when you type the resolution in the request. Best Regards Daniel
GL Code vs Cost Center?
We're trying to use the Purchase module and I have a question about GL Codes and Cost Centers. What is the purpose of each one? Is one used for identifying departments/sites and one for identifying assets or non-assets? Thanks!
Subcategory and Items are not sorted
Hi guys, We have this issue where the subcategory and items are not sorted in the Incident Template. In the Admin page everything is ok but in the Incident Template itself we have the unsorted issue. Has anyone encountered this as well ? How was it fixed. Thanks, Jon
Override due by date created by SLA
When incident forms are created, the requesters have an option to complete a timeline / deadline field for when they require the resolution to be complete. I'd like this field to be displayed as the 'due by' date as opposed to the system generated SLA one. I've been told that the resolution SLA / due by field cannot be edited and I wondered: - a) if any other users are affected by this b) if they are, whether or not they have found a solution A possible way around this would be
Report query does not work in MSSQL
The query provided to show time spent in http://forums.manageengine.com/topic/query-to-get-the-timespent-on-the-requests-which-are-open#49000005169121 I can't get it working in MSSQL - longtodate is not a supported function. Can you please provide a working version of this query? Many thanks, Dean
SD+ V8.0 Recent items
Can you please rechange the behaviour of "Recent items" default opened in stead of default closed? Best regards, MF
Assign Preventative Maintenance Tasks to a Group?
Hello. Can Preventative Maintenance Tasks be assigned to a group? Thanks.
random issue using firefox 5
When using firefox 5, the text into the field "description" (in service catalog part) is randomly displayed (with an admin login or requester login). The most "fun" is when login a service request, by pressing several time "F5" on the form, you can see the text appear and disapear. This issue only happen with Firefox, we do not have the issue with Internet explorer 9. Thanks in advance... Mathieu
local authentication not possible
We have enalbed AD authentication and also accidently have disabled the option that allows users to login local. We want to login with the local administrator user, but the option local authentication is not present. With the user administror we have no options to select for the domain. In AD anuser administrator is also present, perhaps that is part of the problem. Is there any way to enable login for the administrator user with local authentication ?
How difficult can it be to get a working SSL in place for SDP?
I am so frustrated! I just got off another call with Manage Engine support, this coming on the heels of having a Manage Engine person actually onsite. The problem? We can't seem to get a working SSL certificate enabled for Service Desk Plus. I've got a team of guys who can install certs all day long and have not had a lick of trouble doing so. Yet when it comes to installing a Verisign cert for SDP...and following the knowledge base instructions to the letter we're still sitting here with no working
Request History report
I am trying to run a report to get a complete history of the last years jobs, so can see when jobs were on hold, pending third party etc with timestamps. I have found the query below which looks like it might do the trick but get a java.sql.SQLException: Incorrect syntax near the keyword 'TRUNCATE'. select wo.WORKORDERID 'Request ID', (select CASE WHEN wohd.COLUMNNAME = 'OWNERID' THEN 'Technician' ELSE 'GROUP' END ) 'Changes in',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%d-%m-%Y %k:%i')
Purchase Order approval
We are wanting to use the PO component of SDP, however, I think it's just too complex for our needs. Essentially, we have 5 technicians. We'd like to allow the technicians to be able to approve their own POs. But, when they submit their own POs, they have to manually go back and "submit approval." Then they have to go to their Home page, then click Tasks next to the PO, then approve it. Is there a more simplified way to do this? Can we create automatic approvals? We're not very big--just five IT
Notify a User Group when a service request is submitted?
When HR hires a new employee, we would like them to enter in a service request "Request to Start the Process Associated to a New Hire". Is it possible that a User Group be included in the notification that HR has made a new hire? We have a group of users, not just technicians, who need to be notified when HR make a new hire. Right now, it seems that I can only notify technicians when a service request is entered and that may be the way the program is designed. Thank you in advance.
Formating - Solutions
Had a quick browse and search for "Formatting" within these forums and seems to be that nothing is supported as of yet? Is anyone else out there frustrated when creating a new Solution, formatting paragraphs, spaces, text size, font type, it all looks as you wish, hit save and approve and the displayed reult is completely different!?!? i have started creating in MS Word and then copy/past into the solution, which seems to work slightly better, but still not as expected. Any other solutions
IE9 Support
Hi, Do you have a date when IE9 will officially be supported? The only problem we're having seems to be alphabetization of the dropdows, but it would be nice to get this fixed. Thanks, James
Chrome not put in correct order.
i have two browsers. Firefox and Chrome. With Firefox, category and sub-category when display the combox show in alphabetical order but chrome not work.
Prioritize custom images from /ServiceDesk/custom/ to ensure Corporate Identity after Hotfixes have been applied
I adjusted some of the image files of ServiceDesk Plus, in order to have a better Corporate Identity (CI) of our SD+ site. However, I realized after every Hotfix we apply, I need to readjust some of the images. This is very "unfriendly" regarding custom theming - especially because there IS a place to put custom stuff into! I'd like that you make SD+ using the files (especially images) from the /ServiceDesk/custom/ folder with priority against the files that are deeper inside the application
SLA Report for all technicians [past week]
Hi I am using MSSQL ServiceDesk Plus 8.0.0 Build 8011 I have the following query to display SLA details for the last week, the figures are slightly skewed "Total Closed/Resolved within SLA" and "Closed exceeding SLA" columns seem ok but the percentages are being calculated on the "Total Number of Calls" column I believe and I would like them calculated on the "Total Closed/Resolved Calls" column eg. for "Percentage within SLA": "Total Closed/Resolved Calls" * 100 / "Total Closed/Resolved Calls"
Hotfix 8013 Released
Dear Users, Hotfix 8013 has been released. Please refer to the annoucement for more details. https://forums.manageengine.com/topic/hotfix-8013-released Thanks & Regards, Srikrishnan
Hotfix 8013 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 ( 8013 ) release. 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 Thanks & Regards, Srikrishnan ServiceDesk Plus.
Tab change blank
By accessing the the tab changes is not presenting any information or even error. Thescreen simply goes blank Since the application was restarted. Version 8.0 build 12.08It happened with someone else? What is the possible solution?
Auto Close take into account business days set
I'd like the auto close feature (when placed in a resolved state will close after a certain number of days) to take into account the business days / hours set forth in the configuration. If I place a ticket as resolved on a Thursday and set the automated close to 2 days the ticket closes on a Saturday when we're not open. It would be nice for it to close, in this example, on Monday. [EDIT] And to close, in this example, after 2 days the request is set to 'Resolved' not 2 days after the "Due by Date".
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