Username or Password is incorrect
How do normal users log into ServiceDesk to check their tickets? I seem to be having issues with a few users. If I manually create a new Requestor and then try to log into SD as that new Requestor I get "Username or Password is incorrect". I know the password and username are correct. Is there somewhere else I need to set access? Any ideas?
Changes
Is there any way i can copy an existing change to create and edit a new one?
List of issues getting addressed in our upcoming Hotfix release..
Dear Users, Following are the list of issues that is getting addressed for our upcoming hotfix release. SD-25177 : Login Credentials where passed through the URL when the Pass-through Authentication is enabled and the user tries to login as different user issue fixed SD-29143 : NullPointer Exception while dissociating a technician from a site, When 'None' is selected as a value of a condition under business rules. SD-29834 : Problem while restoring the backup data in Spanish MSSQL has been fixed.
Closing Problem but still can attached the incident request
Hi Support, After one problem was closed, why we still can attached open incident request to this problem again? Actually the problem already closed and all currently incident requests also closed. Does it have any setting inside system for avoid this issue? Regards, SOPHAL
How to bulk unassign requests?
Anyone tell me how to bulk unassign requests from a Technician?
Allow Supervisor to monitor their employees helpdesk tickets in Service Desk Plus
Is this possible. I have a supervisor that would like to monitor their employees helpdesk tickets that they put in to Service Desk plus. Not sure how to go about setting this up for him to be able to do this. thanks
Report folder deletion
Hi, I was wondering if it is possible to delete the folders that I have stored my custome reports in. It seems I can create as many as I want but I can't seem to figure out how to delete them. Also A little off topic but when you generate a report there is an "ACME" image next to the report, I was wondering if it is possible to change this image to one of my own? Or even if that would be allowed. Thankyou.
Covert server to workstaion.
Is there a way to move a server back to the workstation asset group?
Service desk Plus
Hi All, Can we configure user mailbox, and access emails in Service Desk Plus, if so could you please let me know. Thanks, BT.
HARD DISK on inventory report
Hi there, iam making some reports right now because the general manager wants to know our inventory. I have set up all relevant items that i want to the report generator but i need to add hard disk capacity and this particullar item is not available. Can you confirm me this? Thanks in advance
Increasing № of new Contract.
Hi! This bug was discussed here. Are there news? Each restart of SD increase № of new Contract. Now we have 10 Contracts and last № is 1501. Such bug with № of resolution is fixed now. Thanks.
Next Business DAy
Dear All, I have a question about the SLA escalation. I need to know is there a Next Business Day option, cause I didn't see it. And if the answer is "No" can we expect this option in the feature? In your road map?
Remote Desktop / Remote Control Troubleshooting document
Dear Users, Kindly refer to the following documents for any details regarding remote control. Prerequisites and troubleshooting document : http://writer.zoho.com/corporate/mailzoho.com/kprakash/Remote-Control-Document How remote control works (also includes steps for pushing the agent to remote machines from Active directory) : http://writer.zoho.com/corporate/mailzoho.com/kprakash/How-Remote-Control-Works Thanks and regards, Srikrishnan ServiceDeskPlus ManageEngine ServiceDesk Plus - Help Desk Software
SD and Browsers
Hi I try to work in SD with some browser like Opera and Chrome, but it's look different then Firefox and IE. Is there plane to support all browsers?
change requester
I would like that some users (i.e. admin) have the right to change the requester. This is very useful in this scenario: in our org. IT dept costs are split between other departments, internally, by the time spent on each task If an user from let's say "Facilities" is emailing us with a request of a user from "Marketing", which actually benefits of the request, "administrator" should be able to change the requester, otherwise "Facilities" will be charged instead of "Marketing". Thanks!
Notification Rules help
Hi Does the Junk Notification Filter only allow 2 rules? I had 2 rules in there, and tried to add a 3rd and when I did it deleted one of the ones that was there. Is this normal? Cheers Hunt
Group email problem
Hello, I am trying to set group emails to auto assign requests to different groups. I have email address suppor@hd.com with it@hd.com and BS@hd.com set as aliases. The group emails have been allocated on the admin>groups page. However emails sent to it@hd.com and BS@hd.com do not get assigned to there respective groups. SD+ Version 7.6.0 Build 7606 Outlook 2003 Please help.
Managed Software
When I try to add a product that comes under the software category I am asked to select a managed software . The only choices that I have are Microsoft OS's. How can I add to that list or what is the work around if I can't add to the list? Current version is 7018.
Asset scan at logon via script
Hey there; Surely someone's asked about this before. Sorry for the repeat if that's so. I'm having trouble finding the documentation for setting up asset scans when the user logs in to the domain. Asset scans based on a schedule are great, but I'd also like to be able to do so in a windows login script so that computers not powered on during the scheduled scan are counted. Can someone please point me to the right documentation to do this? --James
License Additional Fields - multi-line field not working
Hi I working with SD+ 7.6.0 Build 7608 When adding a mutli-line field as an additional field to the licences, this one is not displayed and I cannot enter data into it when editing a software licence. When adding a single-line field as an additional field to the licences, everything works fine. Marc
Auto fill the Ship to address field in PO
I've noticed that in the PO process, you have to manually type the Ship To address. There should be an option to fill this field based on your Organization Details. Is this coming soon? Is it available now and I just can't find it?
Task Report
Hello, I am in need of a report of tasks assigned to technicians that are NOT associated with a specific request. Thank you
How to disable/delete a group
Hello, I want to remove a group from the list of available groups for a specific site but I don't want to delete it, since I will lose all my history for that particular group. If I delete the group the message "Can't delete because the groups is in use by another module" (or something like that) and I really don't want to go ticket by ticket change it to the new group. When I try to rename the group, it changes but on the resolved tickets the new name appears when actually that group didn't
Last Successful Scan Report
Hi, I've found this code in the forums for a query report to tell me when the last succssful scan occurred on my discovered hardware. Can someone interpret it and tell me if it's still valid? select si.WORKSTATIONNAME, date_format(from_unixtime(ah.AUDITTIME/1000),'%d-%m-%Y %k:%i') "Audit Time" from AuditHistory ah left join SystemInfo si on ah.WORKSTATIONID=si.WORKSTATIONID where ah.AUDITSTATUS ='SUCCESS' I try to run the query but receive the error:- Error While Fetching Ajax Response : Unknown
Add comments to state change
I would find it very usefull if I could add comments to the state change. E.g. if asset state is changed to "in repair" it would be great to have a comment field where I can add for instance the RMA number or other details. That way I wouldn't have to search through the tickets to find that information. Even better if it would be a required field - that way I can ensure our technicians have to enter information related to the state change. Currently if the technician forgets to open a ticket related
Service Desk Workflow
Hi All I really hope somebody can help me. We use ITSD Plus and have 30 active technicians across a variety of groups. I.e. 1st Line, Server Support, facilities etc I have a group that manages development requests fand need to restrict access to that group to only management. This is to stop the dev approvers from getting swamped with ridiculous dev requestsn and will also assist with our approvals process. Is this possible or am I needing the change control module? Any advice will be geatly
Parsing emails....
I love the Approval function in 7.6. What it is lacking is the ability for the user to respond by replying to the email. Would it be possible to do this by using the parsing function so that one can set the request to approved? Thanks.
Vendor address field
There is a 10 digit text field in the Address block when entering a new vendor that makes no sense. So, we have seven fields for address: 1 Line: 10 Digit 2nd Line: 1st Street Address 3rd Line: 2nd Street Address 4th Line: City 5th Line: Postal Code 6th Line: State 7th Line: Country Everything works except for that mysterious 1st line. Example: 1st: Blank 2nd: 123 Main Street 3rd: Suite #1234 4th: Some City 5th: 12345 6th: Some State 7th: USA When looking at a P.O., this is what is displayed: [blank],
Auto Fill
Hi I was wandering is there any way or tools for auto fill to use for Service Desk like I make one profile for one technical with Priority - Category - Group ... ect then any request i can i assign it whit this profile. I think it will help the agents :)
Additional Column on Requests Page for Resolved Date
Hi Would it be possible to add an additional column into the selection list for the 'Requests Page' for Resolved Date. As when the work is completed for a request we change the status to resolved, it would be useful to refer to this in the main view rather than having to run a report or go into the request history each time to find it out. Regards Mike
I have a problem with email configuration.
I'm implementing a new project at the company. For this reason i was a software with characterics similars of servicedesk. I have been testing this software. i'ts amazing. But i have problems with the email configuration. The server can´t communicate with software. Greetings. Denisse
bookmark requests ...
Hello as a coordinator or an ICT manager, it would be very interesting to be able to bookmark some requests in order to observe the progress of the request. Marc
How to handle people who rotate on call?
We have a number of situations where we would like to assign certain work orders to different people based on a schedule. Has anyone discovered a way to do this?
Billing and Project modules
I was told by AdventNet a while back that there would be Project and Billing modules implemented this year. Is there any news on these features as for us they would be extremely useful? Thanks for your time.
Ability to add graphs to Query reports
Could you look at the option of tying in the graph module with query reports. It would be so good to be able to create a custom report of various stats by month and then be able to show them in a graph WITHIN the application. Appreciate this is probably a big ask, but don't get anything unless you ask and atleast there can be an assessment of priority and demand for this as well. Regards, Andy
View Request CC
In many of the email requests we receive in SD+ have other people as CC or BCC. It would be nice to be able to view that information by default. Now we can only check that information by clicking "reply" and check if SD+ is using the CC field. Sometimes there are CEO's and even people that matter as CC. /lakend
Assign Asset with Business Rule
Is there a way the business rule can assign an asset? This could be very handy when e.g. a printer sends an e-mail to servicedesk with the error message. This printer could be automatically linked via the asset to the problem. At this moment, this is still a manual action creating time.
Can Not Scan Inventory
When I Scan workstation using IP it gives following error:- FAILURE :Database exception while discovering workstation. Please report the problem to the system administrator, with the Error Code - 1,163,246,398,808. In network scan it also doen not add any inventory. I am using RED hat enterprise 4.0
Disable automatic e-mail -> ticket convert
Accordingly FAQ http://www.manageengine.com/products/service-desk/faq.html#RequestCreation3 all new e-mail without tracking number converts to ticket. How disable automatic convert ?. But SDP must continue fetch e-mail. Is it possible ? Thanks in advance. BR, Basil
Change Service Account Password
We need to change the ServiceDesk Plus Service Account Password. Can anyone tell me where I all need to change this password to make sure that ServiceDesk Plus continues to work as needed.
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