Data secure in SD+
Hi, We are using ServiceDesk for the past 6 months and now we are planning to extend it to our financial team.They wanted to know the data security in Servicedeskplus. ->How secure is the data in SD+. ->Is DB password is encrypted for Servicedesk login. ->best practice to secure data from other groups and departments. -> Our goal is "If a user raises a request to finance department only the respective technician should be able to view, even the Administrator should not see it.
Detect asset in new requests
Would it be possible for the asset fieild on new requests be filled automailly by detecting the machine the request is being made from? We have a number of users who float around and are not going to be assinged a specific workstation. This could of course could be changed by the user if the request was specific to another asset.
Error on Exchange Server when fetching mail
We get an error on our exchange server when ServiceDesk Plus fetches mails from it. We get the message below: Logon attempt by: MICROSOFT_AUTHENTICATION_PACKAGE_V1_0 Logon account: <username> Source Workstation: <ECHXSERVER> Error Code: 0xC0000064 Please note that the mail fetching works fine aside from this error message on the Exchange server
Problem with Business Rules
So I set up a simple business rule where it should react on an email from myself. And then send me an email notification. I send an email to the service desk, I see a BusinessRule_EMail_2114_NOTIFICATION in the system log. But I don't get the email, I do get all the other associated emails with the creation of a new ticket. It also doesn't do the category move requested in the rule. We are on 8.0.0 Build 8004 Any help getting this working ?
Workstation scan fails.
The error message is: FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I've updated to the latest version 8.0.0 Build 8004 It only happens on our computers running Windows 7 64bit. Workstation scan works OK on computers running Win7 32bit, Win Vista or WinXP. The firewall is disabled on the workstations. I've tried the solutions on these pages. - http://forums.manageengine.com/topic/dcom-message-when-scanning-workstation - http://www.manageengine.com/products/service-desk/help/adminguide/introduction/troubleshooting.html
Technician missing under Requests by Technician field
I created a new user about a week ago on SDP v8, however he does not appear under Requests by Technician via the Dashboard menu.
Scanning Printers with SDP 8.0
Three issues: 1. If i do a network scan using local credentials with username blank and password blank (HP printers dont have password set), none of the printers get scanned properly. 2. I can scan printers individually by hitting the scan now button in the Assets > Printers view. This succesfully discovers and creates a new printer asset by specifying the printer IP, local credentials and telnet. However when I go to update the asset by clicking into it and hitting scan now i get the message "FAILURE
split to new request goes overdue
just wanted to knwo if anyone has a solution for it. if i have a request and the end user replies to that request that has to go as a separate request, usu i split the conversation as a new request. then the new request created shows as overdue although the original request is not overdue, even the due by date is still far ahead. y does it happen?
Delete backups
Good day, Is there any plan to create a feature where the software automatically deletes backup files older than a specified number of days?
Disabling "Test Mail from Application Manager" email
Hi, I have keep receiving "Test Mail from Applications Manager" every something minutes. How can I disable or change its setting? Thank you.
Bad attachment
Hi, In the SD+ (ver.7009 or 7011) installed on Windows 2003 with MSSQL-2005 there is a problem. When sending reply with attachment, client receives it without attachment. We ran an experiment and found out the following: If format is set to RTF(HTML) in notification rules setup then any email goes to client without attachments in mail, for example: we send mail from public e-mail server using SD+ then after some time we checked this mail via web interface of the mailserver and there was no attachment
Service Catalog
Hi Karups, Thanks for your reply. I have few more questions to ask 1.I need one feature that the requester should only be able to view service catalog or Request tab but not both. 2.As soon as request is raised in Service catalog the SLA starts but the SLA should start only after all the approval of all the approvals or else the SLA gets violated. 3.Can we maintain a hierarchy of approvals. Below is the scenario of the same. Suppose i have raised one request and it should go for an approval
Resolution Template
It would be really nice that if we use a resolution template that SDP will automatically change the status. I'm not sure how others use this, but there has never been a time where we use a Resolution Template where we don't change the incident from an open type status to a closed status. We use "completed" but I'm sure others might use resolved. We don't ever however have it "open", then put in a resolution and let the ticket stay "open".
Issue with replies opening a new ticket
we are having an issue since upgrading to version 8. We have all the latest service packs now loaded. Whenever we reply to a request for more information the user replies to the email they get, instead of it going into the conversation of the already open ticket, it creates a new ticket with their reply. This was working completely fine before the upgrade any ideas? PLease help Version 8.0.0 , Sp 8003
Incomplete picklist in custom view
We created a additional request field type picklist named "Owner" with 65 items. When we create a request this field is correct usable. But when we want to make a custom view in our request and we want to select on this "Owner" field there are only 23 items selectable. We are using 8004. Best regards, Mark Flothmann Custom view selection : Request view :
Cost details
After updating Servicedesk Plus to version 8 to following problem began to occur. A few times a day the cost details vanish into ... I don't know what is happening but it looks like a bug to me
Can't access after restore database
i move ServiceDesk Plus | 7.6.0 to onther server and i have bauckup when i install ServiceDesk Plus | 7.6.0 in new server and restore the backup and run i face problem in login screen becuse i can't see domin combobox to select my domin note: in old server i configer it to integrated with Active director
Modify Date Ordered on PO
I'm trying enter several years worth of data, but the Date Ordered field is completely useless to me at this point. It appears it is currently a hard-coded date based upon when the PO was created, not actually ordered. I'd like to be able to change the Date Ordered field on a Purchase Order. Is there a way to do so and if so, how? If not, could we get this implemented?
Difference between Resolved and Closed status?
I'd love to understand the difference between the default statuses of Resolved and Closed for Requests. From what I can determine, Resolved seems to be waiting for something, whereas Closed is a truly closed ticket. Thanks!
Hotfix 8004 Released
Dear Users, 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 ( 8004 ) release. Issues fixed in 8004 SD-34474 : When a requester replies to a request through Self Service Portal and if the notification is enabled for the technician, then the description sent in the notification is that of the original request and not the latest
LDAP Import error code 12
After the upgrade to version 8.0 build 8000 the Import from LDAP is not working anymore. It was working on the previous version 7611. I am getting this error: javax.naming.OperationNotSupportedException: [LDAP: error code 12 - Unavailable Critical Extension]; remaining name The same configuration was working before the upgrade, the LDAP was not changed and the upgrade to build 8004 did not solve the issue.
Technition missing authorities
Dear support team, This morning when i log on to my account, i lost all the authorities(admin and tech). I ask my colleague to check and he said my id still under admin and tech list. Please advice and many thanks in advance. Regards, Wanorwm
Technician cost visible?
If we set a cost per technician, is this visible to the entering technician when a worklog is entered? The powers that be would like to use this field but don't want it visible except in reports run by the SDAdmin, etc. Thanks, Mark E Housler Jr. Network Administrator Earl Industries, LLC mhousler@earl-ind.com
Closing Rules - Auto closing request/incident
Hello, We've noticed an issue with the closing rules. When the technician creates the request/incident, and resolves it at that time too, the request/incident will not close based on the Rule we have setup. (Our closing rule is setup to auto-close in 1 day). The auto-close rule seems to work fine any other time. It's just the above scenario that it will not close. The request/incident then remains in a resolved state indefinitely, until it is manually closed. We are currently on version: 8.0.0.
Data "description" in SD database
Hi, I´m looking for extract the data "Description" of a request where the tecnicien have to write a comment before changing the state of a request from "Open" to "On Hold". Can you please tell me in wich Table of the database i can find it. Thanks in Advance
Ability to create a rule based on time
Hello Is there anyway to assign rules based on the time a ticket was created? Let's say priority high if it is from 3 to 5 pm, otherwise priority low? Thanks
Missing tab Approvals in Request
Hello! Problem #1 (critical?). After updating SD from 7610 to 8002, we've got missing tab Approvals in Request. I can send request for approval (and its written in tab History), but i havent tab Approvals, so i cannot check the status of the request. This problem connected only with new requests (created on 8002). Old requests (created on 7610) have the tab. Problem #2 (non-critical). If I use URL of SD portal that contain sign "_" (ex.: http://sd_test) and if I use AD pass-through authentication,
Removing Technician
I've removed a technician from SDP, and have re-scanned AD to re-add them as a standard user. This has created a new ID file for them and they are now not able to view their previous requests. I've followed advice from last time I needed to do this (about a year ago), but its not transferred their old requests to their new user ID. These are the steps I've followed... Logon to the server - In command prompt goto folder c:\AdventNet\Me\ServiceDesk\mysql\bin, then type 'mysql.exe -u root -P 33366 servicedesk'
Translation of ServiceDesk
Hi Is it possible to make own corrections to the official translation of ServiceDesk to Danish ?? /Laurids
Confusion over "Operational Hours" and "site" time settings
Hi, Our organisation consists of three regions - UK, US & HK. We have a single IT support team based in the UK that provide technical support to all three sites. Our operational hours are 08:00 - 19:00 GMT and anything else is considered "out of hours" support. What is the best combination of settings to use to ensure that the SLT calculations are all based on OUR operational hours rather than local time for each site? We currently have the local times set correctly for each region and "refer
Date field improvements.
Is there any way the date entry can allow directly editing it, instead of having to use the calendar and the hour/minute dropdowns? It's often slow if all you want to do is change one thing. Also, if allowing text entry is possible for the dates fields, is it possible to allow entering things like "Now", "End of today", "Tomorrow", "In a week", "Next Thursday" and other plain language dates and times and parse them into the correct dates?
Failed Login?
Hi everyone, I'm seeing this error message flooding our domain controllers under the security logs about 2-3 seconds. Pre-authentication failed: User Name: Helpdesk User ID: Domain1\Helpdesk Service Name: krbtgt/Domain1.COM Pre-Authentication Type: 0x0 Failure Code: 0x19 Client Address: 10.121.1.12 10.121.1.12 is our helpdesk server. We're using Active Directory authentication (NOT pass through) for technicians and requesters and that's working.
A newly created service request is being duplicated over and over.
I'm currently using build 8004, but the problem appeared back with 7611 at some point in time. It goes like this: A customer submits a service request through e-mail. The program checks the e-mail account, downloads the letter and creates a service request. The letter is NOT deleted at this time. Even if I delete it manually, the service request is created again after n+6 minutes where n is the interval for checking the mailbox. And then again. And again. And so on. If another service request is
Regarding Service Catalog in Service Desk PLus
Hi, I have gone through all the features in service catalog and i have the below queries which need to be clarified: 1. Whenever the request is raised through service catalog it should not be assigned to the technician without approval from the Department Head. It is not assigned to the technician when i go inside the request and try to assign it by editing the request details, it gives me a warning but it gets assigned to the technician when i try it from the outside of the request i.e. from the
Remote Control
Hi all, It might be more a problem than a question but since i'm asking for some clarification here we go :) I'm currently using ServiceDesk plus 8.0.0 Build 8003 I noticed there is a "remote control settings" option under the Actions tab. I've configured the agent itself and pushed it to the remote computer. On the computer I can see 2 services - ManageEngine AssetExplorer Agent - ManageEngine AssetExplorer RemoteControl I did have to manually start the Remotecontrol service but its running
Problem with Requester List
Here is the scenario: I have made 2 sites: Help Desk, and Engineering. Both sites need to enter tickets for all the Company employees. Currently all the company requesters are in the "not in any site" site. The Help Desk and Engineering sites cannot view each other's tickets. Here is the problem: If I don't add the 'not in any site' group to the Engineering site, the engineers can only pick themselves as requesters. If I add the 'not in any site' group to the Engineering site, they can see all
unix time convertion
Hello, Need help! How do I convert the unix time to just houres instead of date & time? Thanks
email reaply problem
hi, We have a problem whit email. Technician reply the incident to requester. after that requester repyl the incident from outlook. service desk open e new incident. this is big problem for us. this hapen after install sdp 8.0
Replies from requester open a new ticket
Any replies from a requester (me in this case) to mails sent from SDP are opening new tickets and are not being linked to the existing request. The reply from SDP includes [Request ID: ##$RequestId##] in the subject line (which parses to the correct request ID), email commands are enabled with ## as the delimiter and @@ as the trigger for email commands. Am I going wrong somewhere, or does this need fixing?? Build 8004, MSSQL on Windows 2003.
SD+ migration from LINUX to Windows
Hi I've successfully migrated SD+ from linux to Windows and I was testing Enable Active Directory Authentication but it says FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the public domains. I've already successfully imported requesters from Active Directory but I still get this error.
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