Solution Notification Emails
Hi, hoping you can assist with this issue. When a solution is approved an acknowledgement email is sent to the author; and a notification email is sent to all technicians - this works fine. When an existing solution title is edited, and then approved again, the emails above are all sent, but they have the incorrect Title. The "old" title is still used instead of the "new" title. I have tried removing the $Title variable, saving the template, and then adding it again - but same issue occurs.
Is there a way to import associated assets?
Hi, I'm importing a spreadsheet of monitor info. One of the columns lists the PC the monitor is associated to. When I try to import the spreadsheet, "Associated Asset" is not a field that can be mapped to my spreadsheet. I see User, Department, and Site are fields but i do not see a field for Associated Asset. Is there a way to successfully associate assets when importing? Thanks in advance!
Accounts: How to handle tickets you don't want customer to see?
What is the best way to handle tickets you don't want an account to see? For instance, there is time associated from a Purchase Order generated. Engineers still need to assign time to work done; but I don't want customer to see the detail of this flat rate work. Do I create another account called: 'Same Account Name - our eyes only' type of thing......I think it would work for billing purposes since it would be split from regular ticket billed items. Input?
Asset Scanning Issue
Dear Manage Engine, I have installed the Asset Explorer version 5504 as a remote server and did the domain scan, in which most of the PC's turned out with RPC and DCOM errors, but when I manually scanned as an individual PC i am able to scan it successfully.(I did this for around 80 PC's because i did not have any other option) What does it mean, the Windows Domain Scan fails and Individual scan works. Sometimes it scans at the first run and the second run it comes up with Errors. While uploading
HOW TO: set USB printer as assets?
How can i link a USB printer (found in the "hardware" tab) as an asset to a workstation? So that when a requester poses a question, he does not have to link the asset to its workstation BUT immediately to the printer in question. So then there is a request/incident-archive possible per asset and not only to that workstation. So i can select a printer and see if it has recurrent problems or not. I can see which problems the device has had in the past and so on. Is this at all possible or not? Thanks
Probilem to update ServiceDesk from 8.0.0 build 8000 to 8.0 build 8011
Hi, I am having a problem to upgrade system from8.0.0 build 8000 to 8.0 build 8011 Every time upgrade manager says error occurs but I can't even check logs. When I click show logs it shows blank window. In the application background window there are many lines : Is it only me affected with this issue? I couldn't find anything on forum. Thanks Piotr java.io.FileNotFoundException: .\applications\extracted\AdventNetServiceDesk.eea r\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\Thumbs.db (Access
Workstations are being Appended with _old
Some of my workstations are showing duplicated, but the second workstation name is appended with "_old". Why? I sync with AD, but none of my workstations have "_old" in there name.
Resolution Templates
Currently, resolution templates appear to be visible to every technican. Suggest that you provide the facility to associate resolution templates with technician groups so that techs only see those resolutions relevant to their group. You could also allow the filtering to related subjects. For example, all printer resolutions or all server resolutions and so on
Tasks assigned to a group
Is there already a plan to add the possibility of chosing a group to assign a task to in stead of only a technician? Is it possible that this existed a while ago? In the servicecatalog this possibility is existing, so why not in normal tasks? We are using 8.0.10 Best regards, Mark Flothmann
Multiple Holidays
Good Day, I have a problem as it appears that I cannot create multiple holidays on the same day. EG. on Christmas and New Years, a client want to add that their company is closed for a period over those days, when I add that day in SD complains FAILURE :Could not add Holiday. Please check if an entry already exists for the Holiday. If yes, enter an new date This should not be a problem, as companies can be closed on a holiday for another reason other than a Government/World based holiday. is this
Can't view Scanned software
Hello there Just wondered if anyone had experienced this after upgrading to version 8 when you click on Scanned Software Service Desk plus gets itself in a loop and wont show anything. The same happens if you click on service packs. How can i resolve? many thanks Suzanne
Make Announcements visible at all times
Currently, announcements are only displayed on the users Home page. Since SDP will open onto tabs such as the Service Catalog or Requests page, important announcements might be missed by users who normally have some tab other than the Home tab displayed on start up. I suggest that announcements should be made available on all tab for all users
Auto Populating Field Possible Values
Hi, Many of the incident fields in our Service Desk require manual updating on a weekly, often daily basis due to the way things work in our environment. This manual update is time consuming and often prone to us making mistakes. Is it possible through the web API or other means, for me to write a web tool / script to automatically populate the list of possible fields without having to Manually Choose "Add item" perhaps 30 times. Even if we could have an option to "Add ItemS" and we could paste in
Email out issues
I have made a few calls to the tech support line and haven't gotten anything useable off this yet. I have problems sending mail via exchange server 2003 using service desk plus, latest build. It gives back unspecified errors, just saying there was a problem description of: Exception while trying to send notification for the request. What I have tried: Allow relaying from this ip though the exchange server Giving a known working account send on behalf of permissions and sending it as them to ensure
create a related incident from incident
with multipart requests and level 1 to level 2 support tickets it would be helpful to have a 'create incident' button that was similar in function to the 'create change' button now on the incident form. a key difference would be the closure rules, as it would not be acceptable that the closure of the sub ticket closes the parent (in the way that a change created from an incident closes the incident that created it, or so I think it works) The business case is that first level support owns the customer,
Backup Tech
Can anyone explain, how SDP chooses Backup Tech ? I see only one person in the list, but there must be 5 users. I can't assign another user. How to configure it ? See pic. ps. Date can be any. Thanks
Workstation Division Query
I have workstation as Desktops & Laptops resp, Want query for the same. Build:8011 Database:MY-SQL
Scan for memory Type
I have yet to see a useful program reliable scan the memory type. For example: PC 3200 or DDR 800MHZ this type of information is useful in the reports (like for buying new ram for a computer with out opening the the box, or restarting it. Can you please add to the memory section of the comptuers inventory to display also the type of ram installed, and all that usefull information? (like the type{pc2100)
Make Announcements "sticky"
When an announcment is published, the latest always displays at the top. There are many occasions where you might want an important announcement to remain at the top of the list until removed. For example, you might want to announce an upcoming outage. When first published, that announcement will display at the top of the list. Subsequent, but less important, announcements will push it down and possibly out of sight. I suggest giving the admins the ability to make the announcement "sticky" so
Problem with LDAP
I have this issues when i try to configure the LDAP FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. Thanks in advance.
Import groups from AD (active directory) into SDP
We use the groups in AD for security purposes, we and many others i can imagine. Now, the maintenance of the AD itself is already a big job if you want this done correctly. My question is, can these groups be imported into the "groups" of SDP? Because if i have to manually re-create and maintain these groups as well, than that will be a full-time job. We want to use these groups to target specific users with Announcements and to hide/show specific requests. Can this be done? Or can this be implemented?
Customized Query for Memory Type & exact RAM size?
Service Desk plus 7.5 we are in need for Memory Type (DDR1, DDR2) & exact Physical RAM size (128 GB not 124 GB) for all workstation in domain.
Software License and Contracts
Please allow multiple Contact names and address for the same Vendor. Running version 7.6.0 build 7604 LG
Scanned Software > Ability to sort by Purchased, Installed, & Max Used
Would you consider letting us sort by Purchased, Installed, & Max Used in the Scanned Software?
Wasn't sure where to post this - remote usage
I have downloaded alot of the programs - OpManager, DesktopCentral, SupportCenter, ApplicationManager, DeviceExpert, etc.... I would like to use all of this products remotely - I know that I can use some of the products remotely like OpManager but can I use the rest of the products remotely? If so can someone point me in the right direction to get them configured? Also, is there any way to manage Apple products (macs, server, iphones) Thanks Matt
Request categories displayed in collor
So i was wondering if it would be possible to assign a color to a category. I would like to compare it with the categories in outlook. This would be useful to us, we get lots of call's on a day, so the list is long. I know you can use the filters but with colors we would have a more "viewable" display. It would be easier to differentiate and recognize certain problems. Any chance of adding this little tool?
Merge function
Hi all, I was read in the admin manual : " When two or more requests are related to each other and are from the same requester, and can be handled by the same technician, you can merge these requests as one and assign a single technician for that request ." so, it's necessary from same requester ? when i apply this rule , it is appear popup window : " service requests cannot be merged " , how i can solve that , please ??
Data Restore Failed...
File name is : C:\ManageEngine\ServiceDesk\backup\backup_servicedesk_8008_fullb ackup_03_01_2011_21_36.data requestScheme is http Please wait extracting backup file Active DB Server = mssql Database connectionProp : null Database started ************************************************************* Backpup data : Tue Mar 01 21:36:23 GMT 2011 Database name : servicedesk Total Tables : 1012 Database Server : mysql Build Number : 8008 *************************************************************
Allow requesters to "re-open" ticket
Hi, I'm running ServiceDesk Plus 7.0.0 Build 7021. I'm trying to figure out what options need to be configured/enabled to allow users the ability to re-open their tickets. I see there are templates and such for this in the notifications area and I also see links available by default when a ticket is closed for a user to click and re-open their ticket. I don't see the anywhere to enable this feature. Thanks. GP
Evaluating ... need approx. dates for additional features
Hello ServiceDesk+ Team, we're currently evaluating ServiceDesk+. I have to admit I'm very impressed of the product, especially at the very attractive price. Something I'm very impressed is that you guys actually look in the forum and answer posts of your users! Unfortunately there're some things that we miss which would make it the perfect choice (from most to less important): - Domain Administrator In every country we have local administrators who perform helpdesk tasks and administer the local
how to automatically assign to specified technical support for unassigned request?
Hello All, I am running SDP 7.5.0 Build 7506, how to automatically assign to specified technical support for unassigned request? Thanks & Regards Winanjaya
Workstation Inventory Report (Need assistance)
I have two custom reports we put together using MySQL. We have migrated to MSSQL and I need assistance with converting the two reports. The first one is a Workstation inventory report. I am able to convert the first part of the report but I am unable to get the Inventory totals (Union portion) converted properly. Workstation Inventory Report in MySQL: select si.manufacturer 'Make', si.model 'Model', count(if(rss.statedesc='In Use',1,null)) 'In Use', count(if(rss.statedesc='In Store',1,null)) 'In
No 'Resolved Date' for requests?
Hi, I just went to create a Request view that displayed all Requests closed today and was concerned that only 2 requests were being displayed. On further investigation, only 'Closed' requests are being displayed and there doesn't appear to be a Request field for the Resolved date. Checked the reports and I can't see a resolved date field there either. Am I missing something here, as I'd assumed that my KPIs on closed requests would also include those resolved within the time period I'm reporting
Different Daily Operational Hours
We would like to be able to do a custom schedule per Site where the operational hours per day may vary. Currently we can only set the same operational hours per day. Our scenario is we have clients who have operational hours from 9:00 A.M. to 6:00 P.M. from Monday to Friday and 9:00 A.M. to 12:00 P.M. for Saturdays. In the current SDP capability we can either set the Saturday as non-operational or the Saturday as from 9:00 A.M. - 6:00 P.M. as well. In both options, it does not favor the end-users
Changing Refresh Rate on SDP
Hi There, Is there any way that the refresh rate on the requests screen can be changed to less than 3 minutes? This may have been answered before but I cannot seem to find it on the Forums. Thank you Mark
Closing the DOS prompt shuts down ServiceDesk
Is it normal behaviour to start ServiceDesk Plus by executing run.bat from the comman line and then having to keep that user logged on to the server and keep the DOS prompt open. If I close the DOS prompt, ServiceDesk shuts down. Please tell me how to start SDP without having to keep the user logged on and DOS prompt open. SDP version we're using is 7.6.0 Build 7611.
Description of templates visable for the requesters ??
So when i create a new incident-template, i can choose a name and in comments i can write a description. This description is visible when the user logs on, he/she sees the "Common incidents" and its description. However, if i click the "Quick action" - "New incident" and choose my template, there is no description to be found. Now it would be preferable to have the description in some sort of tool-tip. So that when the user moves over the template-name, a description is shown. An other possibility
How to rename on hold, open ?
Pls How to rename on hold, open on my Language
PO processing.
Hi! I try now demo version of servicedesk plus. Can somebody help me? We want to use "helpdesk plus" also as PO proccesing program. Is it possible? Is there a possibility to give all users right to create PO ? Without asign they as technicians ?
Problem with Mail server settings
in tab outgoing mail i have this problem when i change the replay - to Address and show me this error: FAILURE :Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,304,466,706,750 What can i do to change valors in outgoing mail? please help me!! i using this version: 7.6.0 Build 7604 and thanks for your answers!!
Next Page