Auto Logon Feature Doesn't Work
Hello, When we have users access Manage Engine, the system isn't logging them on automatically based off of their stored credentials. It used to do this versions prior, but since we've been on this latest version, it doesn't work anymore. We always have to type in username and password. Any advice? Our version is Your Version : 7.6.0 Build 7605
Separated groups of categories of solutions
Is it possible in the future to indicate if a solution-category is visible for the requester or not, just like notes. Example : All technician's use diagnostic programs, monitoring programs, etc. So it is not advisable that all those categories are available for requesters to have in their tree (because the solutions-category list will be very long) Thanks for your advise
Searchable Notes in SDP
We would like notes to be searchable. There is much valuable information that our technicians provide via notes and we need to quickly be able to locate certain requests. Please let us know if it is on your roadmap. Thank you.
Workstation ownership and statechange report
Asset Name Serial Number Service Tag OS Name Site Model Resource State Department State Change from date State Change To Date MYSQL: SELECT workstation.WORKSTATIONNAME 'Asset Name',resource.SERIALNO 'Serial Number',workstation.SERVICETAG 'Service Tag',osInfo.OSNAME 'OS Name',aao.NAME 'Site',workstation.MODEL 'Model',state.DISPLAYSTATE 'Resource State',deptDef.DEPTNAME 'Department',DATE_FORMAT(FROM_UNIXTIME(rsh.STARTTIME/1000),'%d-%m-%Y %k:%i')'State Change from date',DATE_FORMAT(FROM_UNIXTIME(rsh.ENDTIME/1000),'%d-%m-%Y
Asset reports
Complete router information : Resource ID Resource Name Product Name IP Address Personality State Cost Acquisition Date Expiry Date Warranty Expiry Date Resource Tag Resource Serial No Bar Code Vendor Area Site Location OS Type OS Version Cpu CPU Revision DRAM Size NVRAM Size Flash Size Config Register Processor BoardID Interface S.No Interface Name IPAddress Speed(Mbps) SELECT ru.RESOURCEID "Resource ID", ru.NAME "Resource Name", pro.COMPONENTNAME "Product Name", ru.IPADDRESS "IP Address", ru.PERSONALITY
Asset Import Scripts (Saved mappings) Where are they?
I am curious if anyone else would like the ability to save/retain the mappings used when importing data... We regularly add new assets to our inventory and retire others, usually in "batches", which can be as few as ten or twenty or as many as a thousand or more assets. The ability to save the mappings (as scripts?) would greatly expedite the process since (in our case) virtually every data load/update makes use of the same (for a given type of asset) data format. In addition to expediting the
Custom View Errors...
I have been having this problem when ever I attempt to create a custom view (regardless of private or public) where it keeps adding the completed time constraints that I don't want. So for example, I created this view to look at all requests for a specific technician or unassigned that are not closed or resolved. When I look at the view, it keeps adding the additional time constraints that I did not ask it to do.
Need a detailed software report
I am trying to get a software report that provides me the following information. 1. Software title (I actually only need this report for one particular peice of software) 2. Software version (there are several version installed on our network) 3. Workstation software is installed (just the asset name) 4. Requester/technician workstation is assigned to 5. A distinct count of installations. (meaning if I as a tech had 4 computers and this peice of software is installed in each computer, I want it to
Access to groups when logging a ticket
Hi Would it be possible to allow only business users from certain AD groups to have access to log ITSD requests to specific service desk groups? I.e. the group only appears in the drop down if you belong to a certain AD group? Thanks Brent
resolved time in request report
I want to a requests report with resolved date. How can I do tihis? there is no this choice in the custom report.
Response timing calculation
I was assuming: created date = time Customer logs a request; responded date = time when the ticket was first updated by Service Desk. I noticed my "Created date" and "Responded date" are of equal values. How can i calculate response timings?? Appreciate the help in advance
using assets/inventory to complete requests
I may be missing something, but how can an Inventory/Asset management system be built and then utilized to complete requests? i.e., having a bin of parts with 'x' qty, then completing a request where 'x' part was used, and then that bin is depleted by the qty used? SDP 6012, mysql, windows platform.
Need custom report as attached
Hi, In order to simplify our weekly meeting about SLA, we need attached. format report on our service desk system. Looking forward for your quick response. best regards
FAILURE :Connection to RPC server in the workstation failed
I'm trying to scan win 2003 machine that is member of win2000 domain. everytime i got the error : FAILURE :Connection to RPC server in the workstation failed although i'm able to connection to that machine from with the sdp machine
Marge from http address
We've recently noticed that two requests can be merged from the web browser's address field. I don't know if this is a feature or a bug, but can be very dangerous if You view many requests just by changing the request id in the address line. If You want to marge two regests You simply put in the address line https://servicedeskplus.com/WorkOrder.do?woMode=viewWO&woID=13424&15325 It merges reguests 13424 and 15325. If this way of merging was not intended, could You please deactivate it. It can potencially
Import from AD - when was last?
Where in DB I can see when was last import from AD (doesn't matter manually or schedule)? When I manually do import - it didn't end. It give me to choose OU to import but when I push start import - it going and going and 0 entries import.
Notes Addition - email group instead of single technician.
We do group only assignments from the Help Desk to our desk side guys. If we update a ticket (example: update the priority) an email is not generated to let them know. We use the add a note and check the notify tech button in this instance but does no good if nobody has taken ownership yet. Any way to get this notify the tech button to email everyone in the group if nobody is assigned to the ticket? or Get SDP to notify if a priority or something is changed?
Customize IE Browser Logo
At one point I had this figured out but with the most recent build, 7604, I can't get this to work. I'm trying to change the SD logo that appears in the tabs in IE to my own custom department logo. I have one made and it used to work but now it doesn't. What do I need to change so that I can customize the tab logo that appears in IE?
Assign Product Cost to Assets
Hi there, we have purchased 40 PCs ("P2550") and ran the network and domain scan in ServiceDeskPlus Professional. Then, we created a vendor and product and linked the product "P2550" with this vendor. The PCs cost 310€ each. Now, we have added this cost to the product, but it is not linked with the assets themselves. Is there any way to link the product cost with the purchase cost field of the assets? Regards, Haziel
How I can delete groups?
How I can delete groups when i try to delete one of the groups it's giving error Groups cannot be deleted as it is being used by other module.
Identify Multi-Core CPU Processor
Hi SDP Team, I would like to propose to have the multi-core CPU processor display in the SDP asset, so we can easily identify the core processor such as "Single" (1), "Dual" (2), "Quad" (4), "Hexa" (6), "Octo" (8), etc. Best regards, Raymond Tan
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
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