Reports - Hard drive data on specific model workstation
We would like to run a report that will tell us the hard drive info on a specific model workstation (dc500). Could you please provide the query I would need for this?
Business services in 8.0.0 version
Hi, Where can we manage business services in ServiceDesk plus 8.0.0. We are using enterprise version and i cannot find this section ... Thanks
Grouping licenses?
Hi, I would like to know if there is any posibility to group different version of a product. For example, I have a colume license with office, that allow me to use new and older version. So i have let's say 100 licenses, and I installed 60 of office 2010, 30 of office 2007 and 10 of office 2003. Can these be grouped as a single "office" license? And the same at the operating system, grouping win 7 enterprise and xp professional.. thanks,
Warning window
Team, I see the following small issue. I try to assign an asset to the user. I chose the asset and changed 'Asset State' to the in Use. SD asked to choose user. I should choose user. I chose xxx. But should be chose yyy. I changed user to yyy and see warning window as on screenshot. Can you please turn off this annoying warning ? This warning will be apper each time when you will change the user (first time is ok). Just do it. Thanks
Agentless scanning for Windows 7 64bit?
I'm having problems getting our Windows 7 computers to scan on the domain. The XP computers are fine but the Windows 7 computers are giving me this error in ServiceDesk 8.0.6 "Connection to RPC server in the workstation failed. " I've turned off the Windows Firewall and I ran the scan_setup.vbs file and I tried all the recommendations on the "Troubleshooting DCOM Error" page (http://203.199.211.69/sd/AddSolution.sd?solID=4501) And I tried all the steps in the "Scan Troubleshooting" page that comes
Unable to change SLA Details
When editing SLA details or adding new ones I receive following error: FAILURE :Error while adding the SLA Details. Please report the problem to the system administrator, with the Error Code - 1.178.193.400.926. Any ideas? Regards John
Service Desk Plus
Hello! There is a problem with the Service Desk Plus. Requests hang when accessing SQL database. Observe the following: Go to the SQL database query some of the queries are stopped and idle, hung over, a new request, he also hangs as a previous request was not fulfilled and so until the next office does not hang SD. Local calls to SQL works without problems. Version SD: 8.0.0.8006 Please tell me where to see the logs and how can I solve this problem? Thanks in advance!
Best Practice - Integrating ServiceDesk with SupportCenter
We're looking into on how to best have requests/problems that relies on internal as well as external (customer) workflows. i.e. a customer request escalates and gives cause to open a SD problem with a followup change etc. There seem to be no obvious way to integrate the two products... I'm looking forward to hear what ME suggests as well as the community, how do you guys do it? Use Case: 1) Customer support recieves a ticket that looks like it's caused by some core component bug 2) Customer support
And - Or - selection for viewing filters
Hi, we saw that you changed the AND-OR possibilities for the reports. Will this be implemented for the viewing filters aswell? Would be very usefull. Thanks, David
asset inventory, strange PC names
After we upgraded to v8 we started to see workstations listed twice in the asset list. For instance we would have a server name Server1.whatever.com and then we would have one almost identical named Server1.whatever.com.old Its seems almost random when one will show up. But they do show up. If I delete the entry, it will show back up again. It does not seem to be hurting anything but its starting to get annoying. thanks j
Asset Agent
Hi I am evaluating v 8 of sdp, I noticed the asset explorer, what I do not understand is why when an asset is in a remote location in the service desk inventory it will try to connect to the local ip address of the asset (ex 192.x.x.x) instead the current public internet address, I have in the agent config selected both methods but still all remote machines will show their local / ip address instead of public address making it impossible to remote control or even refresh the invenotry of them Regards
Hotfix 8006 Released !!
Dear Users, Please refer to the below announce notification for the hotfix release. https://forums.manageengine.com/#Topic/49000004697258 Thanks & Regards, Srikrishnan ServiceDesk Plus
add a new tab
dear all, I am using helpdesk to manage my requests,i want to add a tab in order to add my customers do i need a development to do that or there is another way. thanks.
Agent mode scanning
How often local agent scans the computer ? And report about it ? Will it done on each start of the computer ? I restarted ManageEngine AssetExplorer Agent service and see the same "date scan" in the Assets. Can you please configure it on the client side ? We have a lot of laptops. Laptop should periodically report itself about all changes. It should be similar WSUS agent. Try to connect to server until it will be ever done. Is there any way to do it manually as startup script ? I see the same scan
Department Head
Is there any way to sync "Department Head" person from Active Directory ? At the moment Department Head is empty in the Departments. Fill it manually for 100 departments is not ok. Thanks ps. SD 8005.
Limiting departments access
I would like to setup a department to use ServiceDesk Plus, however I have some requirements that need to be meet which I am not sure how to setup. I will call the department that needs to be setup SP. My requirements are: 1. SP should not be able to view, edit, delete or do anything else outside their SP department. 2. Whenever SP creates a new task or closes a task, an email should only goto them (individually) and not to any other user.
unable to change to default view
Hi I am unable to change to default view. Pls help.
wrap description in Service Catalog
Can you please turn off wrapping in description for Services in the Service Catalog ? User can't see full description. When user choose any service, he will not see description already (there doesn't exist this field). ps. I mean User mode, when user chose Service Catalog and try to create a new service request. Screenshot is attached. Thanks
Task reporting/combining with Request totals
Hello! We desperately need a way to generate reports in SDP just like the "Requests by Technician" but for tasks. They would need to be editable for date ranges just like all the current default reports. It would be even better if for reporting purposes there was an option to combine task counts and statuses alongside requests. We are having to generate individual tickets for everything beucase we don't have a way to give the technicians "credit" for the tasks they complete because we can't make
Is it possible to generate reports based on tasks within main ticket request(s)
I would lke to generate reports for tasks which indicate specifically when each individual task is closed (date/time). I was testing it a moment ago, but noticed that technician have the capability to back date the actual end time. Is there a way to time stamp it when the status is changed to closed? Or can the actual end time calendar be changed for the technician to only allow time stamp current date/time. Please help! any thoughts or suggestion would be appreciated. Thanks.
ServiceDesk won't startup after restore
I took a backup from ServiceDesk which is in live environment and I want to use it in test server, but after I restore the backup the ServiceDesk won't start the serves. It just try to start again and again. Booth of them is 7.6.0 Build 7611. So how can I do it in right way?
Site Information in a auto generated Ticket
How does the site information in auto ticketing works? By default it is taking as not associated to any site.. But in the default tempalte i have changed to our sute (XYZ)...
Request for average days to close requests in a month
Hi I have previously requested this, but never actually got the report. Can someone in support please create a report for me as below? I am using Version : 7.6.0 Build 7611. The columns I need are: - Group - Number of requests closed in the previous (or in the selected) month - Avg number of days taken to close the requests that were closed in the month. Appreciate your help. Julian.
No need to go into Database for deletion of linked Sites & Departments
I would appreciate for a future version of ServiceDesk Plus, that there is no need to dive into the Database anymore, if you want to "force-delete" a linked Department and/or Site (error "Hence used by another module"). Alternatively, it would at least improve the management of these information, if it would discover exactly to which objects a Department/Site is still linked...
Editing the Default Asset Templates
As the subject suggests, is it at all possible to edit the Default Template that is created for Assets ? I would like to edit the workstation template rather then adding more and more Additional fields as it's applied to every Asset template (which brings up another point, is it possible to just add Additional fields to select assets ?) If any of this is possible please let me know, or if it's something that could be integrated later on that would be great. Regards, Mark
Assets being captured
How do I stop SD+ from treating a non-existent workstation as an asset? Seems when we run a network scan and nothing responds on the IP, it captures it as an asset and it counts against our license. i.e. 10.10.1.10 In Store but there is nothing at 10.10.1.10
New Query Report
Hi, I have created a couple of views within the servicedesk database and would like to use them in new query reports. However I want to be able to select a date from the front end and also be able to select different graphs. The main reason for this is we want to have a line graph that shows all open, closed and backlog jobs for a period time and that doesn't seem to be an exisiting report. Please let me know if I haven't explained this probably. Thanks Kris
Reports for Request that were in a certain group
Hi, I'm looking for a report that contains all requests that were ever in a certain group regardless if they were reassigned to another group before they were closed. We are on version 8004 MSSQL. Is something like this possible? Thanks, Greg
List of contacts within account
Pretty straughtforward - i want to list every contact associated to an Account but within Report Module "contact" button doesn't provide things like contact within it and the "account" button also doesn't show contact name. Rod
Choosing Technician then requestor resets Technician
Good Day, We are running SDP 7611 and have noticed and issue with it (and previous versions). When you enter in a group and/or technician then go out to fill in the Requester field below about half the time the Technician and group are reset back to nothing. Has anyone else run into this and know of a fix? We have had a few tickets reset back to no Technician or group and take awhile to be found. Thanks!
ServiceDesk Plus won't start
Friday we needed to change the network admin password. Now I cannot get servicedesk to start. It just keep trying to start several times. I have restarted the server. My MSSQL server is running properly. Anyone know what i can do to get the service to start? Thank, Peter J. Fischel
Prevent auto assigning of requesters?
Is there any way I can force the system to not automatically fill in the requester details when tickets are generated through email? It would be ideal if the requester field was left completely blank until the technician manually assigns it. Our support staff manually forwards all worthy ticket requests to a separate inbox for ticket generation, and it would be very helpful to not have it auto assign the requester for tickets since they are all coming from the same place.
Approving Change Requests issue
When a manager Approves a requested Change, the Change Status does not change; it stays as "Requested." I realize the approver can go to the status field and change it, but the logic should automatically change that when they click the Approve button, instead of having to switch from the Approval tab to the General tab.
Technician question
Hello, I have question for techs and their roles. I want to technician to be able to choose himselft (and only himself) from the list, when he makes his own request/incident. I did create role for it, and removed the options "Assing Technicians", but then he cant choose, when i put it back on he can see all techicians, and I want only to see himself and to assing it. Other techs are not in his group, but still he can see it. How can i fix this? Thank you
Remote Control in ServiceDeskPlus
Hi, We are using ServiceDeskPlus version 7 build 7611, now we have some issue in our DNS server so all workstations are not scanned properly and because of that we can not make use of this Remote Control feature. Even in few workstations which is scanned, the remote control doesn't work, it says "Can not push the agent file" and sometimes "User authentication issue" In the new version 8, you have agent base scanning for Assets.But we are not ready to do the upgrade now and we have planned it for
merged request can't be found
Version: 7.6.0 Build 7605 After merging two requests together, the request that was merged in can not be found in search. Gives error message "INFO :No request exists for the given ID." [edit] fixed grammar
Custom Report - software on computers that are not in use
I need help with a sql query to show the software that is installed on workstations that are disposed, in store, or surplused. I just need it to have the Software Installed, Asset name, and Resource State. Is there a way to do this? Thanks!
Search Box in Side Panel
If i choose default search in the Search box, under submodules, what type of seacrh is performed? Also does it search a certain number of characters?
No more historical Announcements
Using v8003 : In the homepage of the regular requesters there is no button anymore to consult the historical announcements. Why and where is this button gone (to)? Best regards, Mark new : old :
New Change from Service Request: impossible
I see you can create a new change only starting from an incident, not from a service request. Am I right? A typical IT service is to provide new procedures, applications or configurations of ERP modules, all activities that must pass through the change management workflow. Regards, FB.
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