Request Template
Can anyone help me? How do I delete "DRAG & DROP FIELD" the template already created? Follows a "print" screen where are the "DRAG & DROP FIELD" I want to delete. Thanks.
Can't see Authorization full details
Hi, On the request module, when an authorization is replied, we can't see the full details of it. (screenshoot attached) We need to be able to see the full content of the description. Hope you can help. Regards, Javier
Search functionality in Service Desk Plus
Dear all, I want to search either the content or the description of an incident but I dont seem to have a recourse out of this. I cannot as well see any functionality for 'really' searching other than if you know the incident Id. Any help on how I can go about this? Regards, Davis M Onsakia
Blank screen in Change
Hi There is a technician go to Change-->List View, SDP can't show correct page like the following picture. But Request page is normal. I have already restart the SDP service, the issue still present. Would you please help me to fix the issue? Thanks a lot. Here are java error messages. Error details page User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; Trident/4.0;. NET CLR 2.0.50727;. NET CLR 3.0.4506.2152;. NET CLR 3.5.30729) Time stamp: Thu, 10 Mar 2011 03:19:40 UTC Message:
Can't login after migration to Linux
Hi, We are trying to migrate ServiceDesk Plus from a Windows 2003 server to a Linux server. Steps we followed: 1. Upgraded the Windows server to the latest service pack of ServiceDesk Plus. 2. Backed up the database. 3. Installed ServiceDesk Plus in the Linux server. 4. Upgraded the Linux server to the latest service pack of ServiceDesk Plus (same SP as the Windows server). 5. Recovered the backup in the linux server 6. Started the server with run.sh The application starts correctly, but we can't
Question regarding feature fix in build 8008
Good Morning, I am hoping someone can help me with regards to a fix that was place in build 8008 SD-34286 : Under home tab, number of inbound, overdue,completed requests for this week, last week, month, last month graph is included. (This was available till 7611, and removed in 8.0, is now re-included). If someone could help me with regards to where I can find this graph or how to get it that would be fantastic as I have my manager wanting this graph back. Regards
Approval sequence
May i know if there is an order of approval sequence ?! how i can do that please ? ex : user add request , then the request should be approved from his department manager , after his manager decide " approve or reject " it should going to another manager .... and so on .
Self Service Requester Template
I would like to create a template for the self service portal where the mode is set to self-service and without the option to change. I have tried this using the standard templates but if I make the change on the requester template it also stays with the technicians template. I need the technicians template to be different as this is set to phonecall. Does anyone have any ideas? Thanks.
Notification rules per site
Hello. We have a number of clients who has different needs of notifications. Some of them want notifications when a new request is registered and some does not. We have set up each client as a site and we would like to be able to set up one set of notification rules per site. Now we are using the notification filter to exclude the clients who doesn't want notifications and that gives us problems with notifications to technicians. To sum it up, we would like to be able to set up one set of
Adding multipe servicedesk plus license files
How can I add multiple lincese files that my company had received from ZOHO, for SDP? If I click on the lincese link it just allows for entering one license file and doesn't allow for multiple xmls to be uploaded
failed to start the server
enviroment : centos 5.5 x64 every time start the server,show this: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details 1.please telll me where is the log? 2.the server can't start? thanks all!
Oracle database compability
Hello, When Oracle database will be compatible with SDP? Or will it ever be? Thanks for the reply. Deniz Atay
Deleting Categories - Cannot delete a sub-category
I have manually deleted tickets relating to a particular sub-category, we have no problems in our database and only 4 changes, none of which use that sub-category. Thsi sub-category has no items. As far as I can tell Solutions use their own categorization hierarchy - am I missing some place categories are used? Please provide a sample script for all the places needed to be unhitched before a category / subcategory or item is allowed to be fully deleted (not just greyed out for no further use).
Full Data Model
is it possible to get a full data model for the product (ie not the ones published in the reporting area, as they are demonstrably incomplete)
Licensing Question
i have a company with 5 customer Support representatives, a few sales man and a few developers. since some of the support tickets need to go to a developer for resolution or to a salesman, do i need to buy a license for each developer & salesman although they use the system only a few times a day to update a ticket (as opposed to the customer support representatives who use the system all the time)
Asset Scanning issue
Dear Manage Engine, I am getting the below exception when I try to scan one of the PC in our network. We are using SD+ 8008 build with mssql DB. [10:01:36:452]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@612c02| [10:01:38:530]|[03-03-2011]|[com.adventnet.servicedesk.asset.action.NodeDiscoveryAction]|[INFO]|[25]|: Form passed is : com.adventnet.servicedesk.asset.form.NodeDiscoveryForm@17d8bc3|
Resolved status generates e-mail notificaton
Hi guys, I've recently upgraded from build 6008 to 6012. While using build 6008 i have added a new status called "Resolved" of Type "Completed". After upgrading to 6012 when I change the status of a request to "Resolved" the requester receives an e-mail stating that the request is closed. If I change the status from "Resolved" to "Closed" the requester receives another e-mail. Also when changing the request status to "Resolved" in the "History" tab I get a "Display Opn by technician time date" message.
Excluding Specific User Modification Event IDs from Alerts
I have created alerts for event id 462 and 4738; however all user modification event ids are triggering an alert. Please help
Audit Trail available as data?
Given the audit trail in the tool for the changes that have been made to a ticket, are these changes available as rows of data or is the audit trail a simple text dump?
Priority Matrix
This topic was brought up last year but the response did not provide a resolution. We are evaluating SDP and have an evaluation license for the Professional version which would be the correct version for us. However - we initially were evaluating Enterprise and it seems that one of the features we configured, Priority Matrix, has been removed from the editable options when the Professional Version license was installed. However we configured that feature in the Enterprise version. The problem
SDP 8 - Template Editing
Hello guys, I'm having a problem when i try to edit default request templates (i did not test out other edits yet), but in all of them i encounter the same problem. So i edit (for example), the default mail fetching problem template. I add in some text in the field Solution or Description, and then it just keeps saving, as in this screenshot: The yellow message 'saving' does not go away here. The message with the exclamination details are seen in the following screenshot: This message states that
Setting default SLA
Is there a way of setting a default SLA for all new requests?
Requester receives two Alerts when request Closed
When a tech closes a request the requester receives two email alerts. 1. The request raised by you was Closed 2. The request raised by you was Updated Seems redundant to send two notifications I included my notification rules Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail on receipt of the email reply. Acknowledge requester by e-mail when the request is updated. E-mail user when a request is resolved. Acknowledge requester
Can't login after migration to Linux
Hi, We are trying to migrate ServiceDesk Plus from a Windows 2003 server to a Linux server. Steps we followed: 1. Upgraded the Windows server to the latest service pack of ServiceDesk Plus (8.0.0.8009). Test local admin password - it's OK. 2. Backed up the database. 3. Installed ServiceDesk Plus in the Linux server. (can login with admin/admin or guest/guest) 4. Upgraded the Linux server to the latest service pack of ServiceDesk Plus (same SP as the Windows server - 8.0.0.8009). (can login with
Need help with SQL Query
Looking to add a custom service request field to a report: Currently here is my query SELECT serdef.NAME "Service Category",serdef.NAME "Service Category",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wotodesc.FULLDESCRIPTION "Description",appStDef.STATUSNAME "Approval Status",wo.TITLE "Subject" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderToDescription wotodesc ON wo.WORKORDERID=wotodesc.WORKORDERID
cannot change the technician domain name
Hi, I am the Tech in ManageEngine and assigned as SiteAdmin including 2 other SiteAdmin, along with this we have 10 regular site technicians. Somehow, when I logged in today I don't see any admin rights, however I checked with another SiteAdmin to make sure the roles are assigned right to my user id and they are. We tried to re-add the roles but still giving us the same error. Then we found that every technician has a domain assigned under their profile in Manage Engine in Technician section, somehow
Requests older than 5 days
Hi Guys, Is it possible to generate a report of all requests older than 5 days? The report would need to be sorted into the following columns: Technician,Queue,Request ID,Requester,Subject,Requests Status,Last Note,Last Creator of Notes. Thanks. Tony
Requester receives two alerts when request Closed
When a tech closes a ticket the end user receives two email alerts 1. Request raised by you has been Closed 2. Request raised by you has been Updated Seems redundant to send two email alerts when request is closed Y Acknowledge requester by e-mail when a new request is received. Y Acknowledge requester by e-mail on receipt of the email reply. Y Acknowledge requester by e-mail when the request is updated. N E-mail user when a request is resolved. Y Acknowledge requester by e-mail
[FR] Show Approvement Comments in DecisionMaking window
Good day, My technitians are asking for approvement for requests in SDP. They are writing a comments in the email. But this comments are not shown in the "decision making window" (one with approve-decline buttons) Can you show this comments in this window or at least make a hyperlink so i can quickly open this particular request in the new tab of the browser where I can view all the details, I am tired of copy-pasting request number :)
Change and Problem Management
Hi, Can we link problems to changes in SDP? Also Can we send emails to SDP and SDP updates the required change? You can do this with requests. Thanks Martin
not notify ticket in new incident
Hello everyone, I have a problem yesterday with Manage Engine ServiceDesk Plus. When I create a new incident does not notify the email, just create a ticket, in fact, do not wait more that 10 seconds it would take to send the ticket. the problem is not due to the mail server because when I do a reply or forward the email is sent correctly. I already tried changing the browser, delete reporany internet file and java temporany, but nothing. Can you help? Thanks in advance
Template Menu
I have 18 templates and will have to create up to 50 templates. I would like the ability to organize the templates by catagories that are expandable. Is this a feature that could be added? If this is available now, how do I create template catagories?
Archive Tickets - Report
I have to make a report. But some ~100 tickets are archive and I need one report (not one report from the archive dokuments and one of the tickets who are not in the archive). How can I do this?
Duplicate Requestors happening due to e-mail migration
Hi everyone, I'm encountering a problem in our ManageEngine Service Desk Plus where users are being duplicated due to an e-mail migration. It appears that as I transfer users over to our new e-mail system (which uses a new naming convention) that they are duplicating inside ME SD+. My question is this: Is there any way to "merge" these duplicate accounts? One problem with the duplicates is that the "old" requester accounts have all the contact information for each employee while the "new" requester
Odd Email Notification
I entered a ticket for myself and assigned it to myself. When I submitted the ticket, I recieved a Requester Notification for my own ticket. To me, it shouldn't send a notification if the Requester = Assigned Technician.
What format date i send to API???
Help-me!!!! What format date i send to API??? I created one template form with 2 UDF_DATE, but i'm not getting add in servicedesk.
Manu Expansion
HI, I am having a problem that can we expand the menu width? Actually the menu labels are not translating to Arabic from English so we have to write both of them and we need to expand the width of menu in Service Catalogue and New Incident. Urgent help required. See the screen shot.
SQL statement - software audit report
Hello I would like to make a report for a software audit. Could anyone please share an sql statement for a report containing following fields: Software Name, Manufacturer, Software type, Software Category, Workstation Name, User, Department where Software type <> 'excluded' order by Software Name Any help is really appreceated Thanks Marc
Unable to translate Menu item and products.
HI, In multilanguage version, I am unable to translate the menu item and product type in Arabic, Is there any possibility? I am using Version 8 Multilanguage support Build 8008 Screen Shot is also attached. Kindly check and update us as soon as possible.
e-mail templates
with Version : 8.0.0 Build 8009 i've noticed that the "Replying to a Request" under "E-mail Templates" now appends two carriage before the message, meaning each time I reply within servicedesk, there are two blank lines from where my cursor starts followed by the template message - this did not happen in earlier versions - any reason for this? many thanks mark
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