Probe cannot scan
I have tried scanning with Probe, both windows domain and network scan. The workstations are found but all of them have error saying that the connection parameters are wrong. I have double and tripple checked them and am 100% sure they are correct. Computer management, WMI control on the PCs shows the error that the RPC server is unavailable. I suppose this has something to do with it. How do I switch on the RPC Server?
Service Desk Plus 8 Multilanguage version
How can I have two language in the application I have people that does not speak englinsh in the company. Thanks
Auto CC to a user
Hello, I am currently attempting to add a user to the auto-CC, but it only seems to work with technicians. Is there any way I can add the user automaticly to the CC line of a reply?
You are not authorized to view this page.
We have been evaluating ServiceDesk+ for a week or so and once we decided to buy it I went ahead and customized it for our help desk. When I finally received my license and applied it I was no longer able to access any parts of the site. All users have the same problems as well including the default administrator. I keep getting "You are not authorized to view this page.". This doesn't really make sense to me since I only applied the license and nothing more. I would grab the logs but I can't
Problem in Agent runing
Problem in XP Agent not running properly showing "Application fail to initialize properly(0xc0150002)"
CUSTOM FIELDS IN CONTRACTS?
Hey Guys, I'm running version 7, and lovin it. But! is it possible to add some custom fields in the contracts function of the application? i would like to add a couple of drop down fields that can create some kinds of categories for the contracts module. Now that would be awesome. Paul
Use of Helpdesk in Desktop Central
I want to use the Helpdesk-fucntion in Desktop Central. I configured "Service Desk Plus". Everything is fine, except in Desktop Central under "Authentication details". I need to generate a key. I try to folow the instructions provided by Desktop Central, but I don't see the "Desktop Central Server Settings" under "General" block in Service Desk Plus. Is this only visible when you pay for it? Thanks!
Inventory attached printers?
I'm evaluating SDP Pro--it has done a great job of inventorying our workstations and servers, but I can't seem to find a way to get a listing of all the printers we have attached to the workatations. Is this possible? I thought it would show up on the Printers link, but no printers show up. Thanks!
Category, sub-category, and items
I'm planning my my category tree and I have a question about the category, sub-category, item relationship. I plan on adding a "Hardware" category with the following sub-categories: "Blackberry, copier, check scanner, workstation, printer, monitor, scanner, other". Do I need to have items associated with each of these sub-categories? I don't know what else I would include as items because this would become too specific. For reporting purposes, do I need to add items? If I run reports, would I simply
Can I create a View in ServiceDesk database in MSSQL server 2003
Dear Maljeev, Is there any harm in creating a View in ServiceDesk database in MSSQL server 2003, We will use this view to query some info from SD+ database and using that view we will generate report in crystal reports.
Monitor is a Non-IT Assets or Asset Component?
Hi people, I'm looking for the best way to insert my monitor on the SDP and now I have one doubt. Discovering in the Asset Management I found 2 ways to create Monitors: 1 - Monitor is a Non-It asset 2 - Monitor is a Component Looking for the functional use, both can be "attached" to one computer but, when you use the option 2 (Monitor is a Component) you can use that to associate to ASSET not to User or department. So, I'm want to know your opinion. Thanks, Murilo A. Gomes
Hide Requester detail field in Request > View request
Dear all, Please help me hide Requester Additional field when technican view request. Thanks & best regards
Ctrl + Alt + Del not working when using remote desktop sharing
I'm evaulting SDP Pro and when trying to connect to a Windows 7 machine, the Ctrl + Alt + Del button on the toolbar does not send the command. Is this a bug? Have I configred something incorrectly? Is it not fully compatible with Windows 7 yet?
Does the Asset Database remain linked even after the Workstation Operating System & SDP Agent is reinstalled
Currently we are installing the SDP 8 agent on our workstations to enable asset inventory and other functions like change monitoring, request monitoring etc. Please clarify if the Asset database remain intact and connected with the asset even after the Operating System on the Workstation in formatted and reinstalled alongwith the SDP agent? How does the reinstalled agent tell the SDP server that it is the same Workstation as earlier and get all the requests, changes etc linked to the reinstalled
report about Service Catalog
Hi! How can i generate report about Service Catalog? I want to see all category, requests at this category, and technician group that asign to requests. Thanks!
Updating Licence
I have recently renewed our ServiceDesk licence however, the supplier has registered it with a bunch of incorrect information. Also, the expirey is (in my opinion) incorrect. If I was to apply this licence, would I be able to apply the correct licence when they supply it? Many thanks,
How do I report on work logs?
Hi all, Some of the requests need more than one technician to work on them. By now we send requests to a group and assign the request to a technician, when the work is done by the technician, he will add work log and change the technician to other technicians. We need a report showing which technician works on which requests, but when technician name change to others it will not be presented in reports anymore. Are we wrong in our request process? Could we have a report to shows work logs?
Query for self service portal
Please can you give me a query so I can make a statistic overview of all requests made thru the SD+ self service portal. Thanks in advance Mark Flothmann
Is management of consumables a future enhancement
I was wondering is management of consumables like printer toners, ink cartridges, paper, CD's, etc.. a future enhancement. Thanks
How do I add a new "product name" to the Software product type
I need to be able to add a new product under the "Software" product type but do not appear to have that option. The only option I have is to choose from a popup list of "unmanaged" software titles that have been scanned. I need to add a new software product name in order to be able to create a PO to purchase that title.
Error with updgrade for: ManageEngine_ServiceDesk_Plus_7_6_0_SP-2_0_0
Hy, I try again upgrade for version: 7_6_0_SP-2_0_0 and after install new version: 8.0, but with 98% of this process the error occurs. Send the erro log and waiting for solution !
Approvals suggestion/problem
Hello On a number of our services we require an approval to be provided by any one of a group of people. Once one of them ahs approved the request we are able top process it as normal. However, there is nothing that advises the other possible approvers that the approval has been granted. Suggest that, in the event a Service Request requires only 1 approval from a number of approvers, that a message be displayed on the approvals page or emailed to the other appriovers that approval has been granted
Assets with the same name
We have much assets that are different computers located in different towns but have the same name (such as server or manager) but have different MAC's Workgroup etc. When we try to mannualy import xml config files that we make with standalone audit script it is overwriten. What can we do besides of renamin all of this computers?
Can I include [##Incident number##] in the subject for notifications that are sent to a certain tech?
Hi, Can the above be done at all in the system? Thanks Martin
Requesters cannot use lookup function in the "E-mail id(s) to Notify" field of a new request.
As a technician I can see and use the lookup function but users cannot see the lookup icon. Is this by design?
Notification Rules send 3 mail for closure of ticket
Hi we are facing a problem in our service desktop . when the request is closed the requester is getting 3 mail of the same ticket , it actually send 3 consecutive mail to the requester, Kindly let us know the solution Thanks Sagar
Ability of adding announcement at the role definition
Hello, My customer wants to take the ability of adding new annoucement from some of its technicians. At the existing SDP, this cannot be done. We would be glad if you analyze this issue and develop a feature about authorization of adding announcement at the Role definition. Thanks.
SLA based on request submission time
We're currently building our SLAs and I'd like to create 2 for each response level, one that would be applied to tickets that are submitted during business hours and the other would be applied after hours. They would have different Response and Resolution Due By times. Is this possible?
Problems with incident visibility (Is technician a requester?)
I have problem with accessing certain requests by technicians (which also are requesters). Scenario: We have department DPT, with 10 employees. 3 of them have technicians accounts, 7 have requester accounts with possibility to access every request from same department (DPT). Technician accounts have visibility limited to "All in group & assigned to him[Requests only]" Employee with technician account have to supervise request made by any other DPT employee. Problem: How to allow access to all DPT
Using REST API from Linux when using NTLM pass through requires logon
Hi, I'm trying to use the REST API, but we have NTLM (active directory) pass-through enabled and when i try and access http://helpdesk/sdpapi/request/ i get 401 Unauthorized Please visit this link: /HomePage.do?logoutSkipNV2Filter=true How do i use the REST API and have single sign on enabled at the same time? Thanks, Paul
Worklog Filed in Service Desk Plus reports
I am generating a report from ManageEngine, however I can't see the Worklog field anywhere. How can I add this? Thanks
How to add someone to the ADAdmin Role?
I know I've done this when we first implemented the product, but now i can't seem to get it done. I want to add another IT tech to the SDAdmin role. If I go through the 'Roles' section it just allows me to view members of customize the role's rights. If I go into the 'Technicians' section i can see a place under 'Select Permissions' to add the tech, but it wants a user name and password and won't proceed without it. I don't know his AD password! i don't want to know...what am I missing? Thanks
Make Technician a Requester again...
Hi there, is there any way of moving a technician back to a requester status without having to delete him and then perform a AD import again? regards, George
Multiple operational hours
Hello guys In mi office we got three differents groups with different operational hours group 1 (first level): they work 24/7 Group 2 & 3: 07:15 until 17:30 Monday - Friday Im wondering if there is a way for my in wich I can stop the elapsed time of an SLA for group 2 & 3 on the time they aren't working I hope i was claer enough Regards
Replying to a Conversation
Recently, we have been receiving E-mails but when I try to reply to them, only the sender is included in the To Field and all other people who had been included on the mail are stripped. This is making it harder for us to keep everybody in the loop when updating tickets. Before the 8.0 update, we were able to hit reply and everybody who had been on the original mail would be included (like Reply All). Could this please be fixed as it is causing us problems as we have to hunt down the original E-mail
Java.exe pegging the CPU
This manifest itself as a 500 error with a Java Heap size error. I followed instructions to change the configuration of the Heap Size and raised it from 128/256 (Start/Max) to 256/768. The Heap Size error went away and now we can just not close a log. It spins its wheels and eventually stops loading and stays on the log with no closure. During this, Java.exe on the server is pegging the processor to 95 to 100%. I have restarted the server as well as the service with no affect. Thanks
wrong Task link in mail notification
Hello, i'am using a mail notification to warn technicien each time a task is assigned to them. But the link provided in the mail is not good. I mean the text of for the link is good, but the link itself is not correct (i get both IP and the alias of the server). See exemple below : http://10.24.17.99:8081/tasks/CUDTask.jsp?TASKID=17&MODE=Edit I tried to change the alias, but no way. I guess i made a mistake somewhere, but i can't figure out where.. Can you help me? Thanks, Mathieu
Task and request relation
hi I'm working with ServiceDesk 8009 and i have a problem with relation of tasks that created on a request. when a technician open his task a click on requestID, this request can not be open to him because he has not permission to view request. please help me. thanks.
configure matching email fields
Hi all, First , thanks for perfect support system . Second , i have a small question please I configure mail server settings and it works fine but may i know if there is a way to perfom this scenario : A - when some one send email with specific title it's open a ticket otherwise title or no title it's not open a ticket . B - if we have a specific template for email , how can email that user send fill that fields of the template , ex : group , technican , ... and other fields . how we can
assets send mail...
hi, I have a question about assets. When i assign an it asset it can be send a mail to some technicians? thanks.
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