Business rule does not apply
Hello! I have a site with only one business rule: if category of the request equals to defined category, rule must apply new request to group of specialists and set up a default specialist. Rule should apply only when creating request. The problem is: When creating request through Request Template - rule applies. When creating request through Service Catalog template - it does not apply. Other info: when i configure business rule to apply when request modified, it correctly modifies the request.
ServiceDesk 8 keeps trying to start and then fails
Please can somebody have a look at this please. We cannot use the software at the moment as the service keeps trying to start but after 10 attempts fails. In the event viewer it says there my be a configuration error please check the logs. Please can someone help Thanks Martin
Renaming the Site address to Service Desk Plus?
Dear All I hope someone can help me with this question, we currently have service desk v8 installed and would like to rename the current site's address from \\servername:8080 to someting more useful to end users such as \\servicedesk - could somebody advise the easiest way to carry out this task? cheers
Network scan
Hello, I tried network scan on Ubuntu in my lab, opened port for telnet and ssh in Ubuntu and both time failed. I tested telnet from cmd and it worked, but in SDP I get: Problem while discovering the workstation. Scanning with ssh protocol I get: Connection to RPC server in the workstation failed. SDP version is 8.0.0 Build 8004. Where could be the problem? Regards
Schedule usage, with some lack
Hello, I am using load balancing and when technician is mark unavailable and has set backup technician, request are not assigned to backup technician. Backup technician doesn’t even get any notification? Is there anything to set or SDP professional doesn’t support this? Why in schedule can only see request with SLA priority set? Regards Rok
Duplicate Domains
We are having issue with service desk 8 duplicating our domains. It picks up both the netbios name, we'll call it "Domain", and the full domain, we'll say "FullDomain.com". The "Domain" is how it's always been detected back when we started using version 7. When we join computers to that network, that's also the way we use it. If I rename "Domain" to "FullDomain1.com", service desk will accept it but complain that name must be in a pre-windows 2000 format. Then a NEW instance is created sooner or
Hotfix 8005 Released !!
Dear Users, Hotfix over 8000 ( 8005 ) got released, please refer to the hotfix release announcement for more details .. https://forums.manageengine.com/#Topic/49000004675139 Regards, Srikrishnan ServiceDesk Plus.
Hotfix 8005 Released !!
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 / enhancements addressed in this hotfix ( 8005 ) release. New features in 8005 (Released on: 15th December, 2010) SD-34823: Category, Sub-category and Item data can now be imported from a csv file. SD-34755: It is now possible to create new change from service request. Earlier this was possible only from incidents. Issues
Warrenty Report
Hello - i am trying to run a report to show me the Warranty Expiry Date for resources. when I run a custom report against the resources this field is missing. Am i missing something? Would have thought you would allow users to select this field seeing as it is part of the key information of the asset. Running version 7.6.0 Build 7608 thanks Peter
Report on Deleted assets and workstations
I need to develop a report to show all the items that we delete from inventory as they are being disposed of. I can not find an option to do this and I cannot find the appropriate table to use for a Crystal Report. Please offer a suggestion.
New Notification Rule
We would like to see a Notification Rule under "requester Notifications" of "Acknowledge requester by e-mail when the assigned technician is changed." I know we can accomplish this via the "...request is updated." but that sends emails out no matter what the update is and our users complained that they were receiving too many emails.
FAILURE :Invalid Request ID error when merging cases
We are getting the following error when a case has been merged into another case. for example case 1 - 28249 case 2 - 28250 if case 2 gets merged into case 1, and when we click on the link that was generated for case 2 we get the error FAILURE :Invalid Request ID. . Should it not send you to the merged case?
Mail sending nok
Hello, I'm in SDP 8.0.0.2 and I've got a problem on outgoing mails. Ingoing does well. The problem started yesterday when I renewed the Exchange 2007 certificate. Please find the support file. Best regards.
unable to change multiple tickets group
When I select multiple tickets and select edit, I am not able to change their group assignment unless I first force the site to change. Is there a way around this, or do I have a setting not configured correctly?
Scanning Assets on VMWare ESX machines
Hello, Our LAN is mostly comprised of VMWare ESX servers running various virtual machines. Can the SD plus properly scan the ESX servers and discover the servers and software?
Could you explain more details for Email command (the new feature in 7600)?
When I test this feature, I found sometimes it's no action even if I enabled this feature. And sometimes a part of field values be changed using the content in email. I have following question: 1. After SDP done parser, should it clear/delete the contents of email? By now I saw them as request's description. 2. If I define the DESCRIPTION="some contents" in email, does this part be parsed as request's description? 3. If I specified a not exist requester in SDP as "REQUESTER=...", does SDP generate
Business rule does not assign a request to the specific group
Hi all. I'm trying to create business rule that assigns a request to specific group and performs some other actions. E-mail notification if turned on. When a request is received, the rule is executed: I receive e-mail notification and see that all actions exept assigning request to the group are performed. However, I can assign this request to any group manually. What can be a problem? Thank you in advance.
linking service desks
Hello, Is it possible to link different service desks? We have a setup of head office (running local servicedesk plus) and 2 remote sites (both running locally servicedesk plus) With linking I mean if a request is created in the head office local servicedesk plus for a task/request that should occur on a remote site can that request be forwarded to the remote site servicedesk plus and updates are replicated between remote site and head office?
Error installing 7611
I am trying to upgrade from 7610 to 7611 to 8004. I ran the upgrade to 7611 and it ran correctly. Now when I try to migrate from 7611 to 8004 I'm getting an error message in the command prompt box and the upgrade fails. I'm getting an "unexpected end of ZLIB input stream" error and (Unknown Source) errors as it reads through the other files. The Installation Wizard just stops and says "Error Occured...". Any advice would be appreciated.
Possible to estimate concurrent users of SDP?
I'm trying to get a sense of how actively used SDP is through out the day. Is there anyway to get a rough estimate of the number of concurrent users? I'm aware of this thread: https://forums.manageengine.com/topic/sdp-concurrent-license-for-technician We are still on 7.6.0 7610. thanks.
Service definition (Template ID): which table?
Hello everybody. I started using service catalog and have a question: where can I find the service definitions on the database? I mean, I see service categories are defined in table service_definition, but I cannot find the single service definitions, that is the table containing the external key for field templateid in table workorder. Thanks. FB.
Multiple Approvals
When I have multiple "Submit for Approvals" pending when one is approved the status of the ticket is approved meanwhile there are still approvals pending. Is there a way that all outstanding approvals have to be approved before the status shows approved in the main screen?
Service Desk Plus IP6 compliant?
Hi, We are doing some early preparation for IP6, and wondering if Service Desk Plus / Manage Engine can handle IP6? Thanks.
Access Servicedesk when DC goes down
Hi there, We need to know how we can access servicedesk if our Domain Controller goes down? We use AD authentication and without access to the network all we get is Wrong Username / Password when trying to login. Is there somewhere in servicedesk that I can setup a 'Local' account so that servicedesk can still be accessed when the network goes down? In this instance the information we needed was in the servicedesk solution's database but we had no way of accessing it. In short, I want to be able
Problem adding/editing a Technician
When attempting to add a new Technician and grant Administrator Priviledges, or even edit an existing Technician to grant Administrative Priviledges, I am presented with the following error message: FAILURE :Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1,292,260,645,018. I'm running SD+ ver 7.0.0, Build Number 7019. Am I doing something wrong? Can someone please provide assistance to help me get past this roadblock?
Business Rules - Inheritance
Hi, Is there a way to get a collective view from the existing Business Rules? I would like to figure out which Rules apply and set inheritance. We have several Sites, but we usually want to set Business Rules for all the Sites ("default setting"). When I browse the Business Rules, it is difficult to figure out whether a particular Rule is set for that Site, for "default settings", which apply for each Site and why the order is different. Regs. /lakend
Technicians and requetstors are not reflected in the service desk module
Users created in the Manage Engine Admin tab are not reflected in the service desk technician list and even requestors are not refelcted in thte Service desk module.
First workday in the week
Hi I don't find anyway to change the first workday in a week it's being default Monday, but in my country the first workday is Saturday. So I think it's good feature and flexible to add this option in next updates. Regard
LongtoDate to Year format
Hi guys, So I want to view the purchases made in each year, grouped by each year, I have the query set up, but the longtodate(po.ORDERDATE) displays the information grouped to the specific day, is there any way I can convert it to Year. For example, and this doesn't work, but you get the idea: YEAR(longtodate(po.ORDERDATE)). It's on a MYSQL server, but we'll be transferring to MSSQL in the next week, so if you can do both, please do, otherwise, just MSSQL. Thank you.
Average days to close requests
Hi, I need a report which just says how many days, on average, it took to close requests, by month, for the previous 12 months. I would also like to see the result in a graph. I'm using version 7002 at the moment. We don't enter time on tickets, so I'd say we should would use the created time and completed time stamps. Is this possible? Thanks julian.
How do I move SD+ to a new server
We are upgrading our server for SD+. How do I move everything we have done?
Change Reference Number
Is there a way to automatically generate a unique reference/id for all new issues/changes? Example: I raise a change request and it is given ID 0001, the next request is auto assigned 0002 etc etc Thanks
Work log description field
Please make the box for the Description field under "add work log" bigger. While it will hold text and scroll, if adding a lot of text you have to do a lot of scrolling to read it. The box for "resolution" is HUGE in comparison.
Software Usage Tags Criteria
Can someone explain how the usage tags of 'Rarely', Occasionally, Frequently, etc are applied to software usage? What are the thresholds where they change between tags, how accurate is it and where is it pulling the info?
Scanned workstation not showing as 64 bit
Is there anyway to add a field to the workstation scan that will show if the operating system is 32 or 64 bit?
Reply "from" address changing
Hi All, Running ServiceDesk 7.5 with hotfix 7508 on a Windows Server 2003 R2 SP2 machine, mail is being pulled from an Exchange 2007 server (Running Windows Server 2008 x64). We are using the mailbox helpdesk@domain.com for ServiceDesk to pull emails from. This is working nicely. We used to have an old email address of tech@domain.com for general enquiries and spam from servers. We have setup forwarding on this mailbox from inside Exchange to send a copy to helpdesk@ so that tickets can be created
Servlet API
Hi, I am trying to use your servlet to create a request. Few questions on the "Add Request" operation. 1. If I want to include attachment, how do I do that ? 2. From the API, "title, category and subcategory" attribute doesn't seems like it's working. - I specified the value of the "title" attribute with the Subject text line. - "Category" and "Subcategory" were sepcified by the ID of the "Category dropdnown list and the ID ofr the subfcategory Is there any solutions to this ? Thank
Can I transfer ticket data from 6.0.0 to the current release?
I just installed and configured the current release seperately from our current 6.0.0 deployment. Can I transfer the tickets to the new instance? I don't care if the ticket numbers change.
Can't access e-mail server config tab....
We have been testing SDP 8, and we are also in the process of migrating to an Exchange 2010 cluster - our test version has worked fine talking to 2010, so we went to migrate the mailbox for production to 2010 this morning - that had issues so we moved the mailbox back to the 2003 server - we had to restart service desk to get it to talk to the mailbox again, then mail fetching crashed about 5 minutes later. Now, I can't even click on the mail configuration tab on the admin page - it just sits there
Remote Control through service desk question
When in service desk if you use the remote control feature to control anothers desktop is this, or can this be audited and reported on? We want a place to see/ or a report to run on when our technicians remote control anothers pc, what the PC was, what date, how long, etc. Is any or part of this available now and if not, is it on a future roadmap? Thanks
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