How to handle Software Assurance in Software licensing
How do people handle software assurance in the software licensing part of asset module? Ive just realised that i have both licenses with SA and licenses without. I can see this may cause much pain in the future, Especially when you use SA to upgrade and deploy a newer version of an application. Do you make seperate entries with expiries for the SA software and no expiry for the non SA software?
Full Inventory Report
Hello People, Can you please help me ... I have to do a full inventory report per Machine. My report must have, all hardware infos, software infos, etc... It's for a validation process and a process ask me to print out a full inventory report. Can someone give me a sql query to do that ?? Thanks a lot ! Regards, Gr�g.
Is it possible to parse incoming email Subject Headers?
Is it possible to parse incoming email Subject Headers, and then open or not-open tickets based on Header information. For eg, if the Subject Header contains a ticket number that already exists in the system but from an email ID that is not related to that ticket, then do not open a new ticket.
No report for CPU Speed and RAM
I try this application. There is no report for CPU Speed and RAM. I must enter each workstation item to monitor cpu speed. I want to monitor current computer baseline of all computer. Is this application can do? or is there other way to do it? ( I try to use workstation filter, I think it has a bug - the result is exactly wrong. ) Thank you puvana
Screenshots In Emails
Hi, When a user submits a request and pastes a screenshot into the email request, the screenshot appears fine in Helpdesk and displays properly. When the notification email is sent out to the technician to inform them that a new request has been created, the screenshot doesnt disply, and a red cross appears in the top left corner of the frame of the image. Any Help Anyone Please ?? Thanks
Error scanning asset - Workstation refers another Object
When manually scanning an asset I get the following error. FAILURE :One of the attribute of the Workstation refers another Object which does not exist. Hence cannot add this workstation I have come across this post, but it is not specific to SD+: http://forums.manageengine.com/?ftid=49000002688581 Other assets are scanning in ok. What can I do to correct this problem.
Edit thank you page.
Hi. After close request open a Thank You page. I want to edit this. Is there a way to do it?
Unable to Scan Asset
Hi There ServiceDesk, I am unable to scan an asset within the ServiceDesk, the asset has been imported from AD and the system knows it's IP Address, however, when i attempt to scan it i get the following message. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I have been advised that the windows firewall is causing this issue. I am unable to disable the firewall (Corporate Policy) and would like to know if there is an exception that i can
Time spent
We are evaluating ServiceDesk using the free version. I need to create monthly reports on time spent to resolve each issue. Is there a mechanism to do that?
Spell Check no longer red underlines on check at all
Now when performing a spell check the missspelt items are not even highlighted in red during the spell check any fix ? version 7608
merging of two ServiceDesk Plus systems
We are merging two of our SDP systems. Is there a way to "export" our open tickets from one of the systems and "import" them into the other?
Clickable Links
I am currently adding a URL to my assets which is mainly being used for Dell machines. This is to show things like the warranty information and other additional information. It would be great if ManageEngine could recognise that I have entered a URL into the custom field and make this into a clickable Hyperlink. Thank you
Request category tree
Good morning fellow users: I have been doing some research and building a category tree for my requests. I wanted to see if anyone could share their category tree for service requests for comparison. I've got the high level broken out pretty well for the basic, desktop, printer, server, network, telco, etc.. I'm curious as to how you guys broke things out after that. Any help is most appreciated.
ServiceDesk MySQL to MySQL x64 Installation on server.
Hello Everyone. I currently have MySQL x64 running on the same server as ServiceDesk Plus can I move the database over to my install on MySQL and stop using the one provided with ServiceDesk. I'm not sure what the process involves but I would appreciate if anyone can point me in the right direction. Many Thanks Matt Gibson
Need to acces database - Running on Linux - Tochange the request start number
Hi I have seen the queries to change the number where tickets start from however I can not seem to access the database in my linux ServiceDesk installation. Can someone provide some help and point me in the right direction to acces the database and change the starting request number to 2048? Thank you. JW
Edit login page
Hi, I'm testing Service Desk Plus and I want to edit the login page. Is there a way to do it? I've already seen something done but I don't know where is the login page to edit. Thanks in advance.
Apply license
My trial of ServiceDesk Plus expired, so I received an extension license, but I can't apply it through the GUI because of the expiration. Is there a way to apply it without the GUI, or do I need to reinstall everything?
Tracking TIME SPENT enhancement
BACKGROUND We currently run multiple reports to track our technician's workload, and use this information to assist with 1) load-balancing, 2) responsibility reassignment, and 3) hiring decisions. We have a number of custom reports for: 1. Request time spent by technician per month 2. Request count by technician per month 3. Change time spent by technician per month 4. Change count by technician per month ISSUE We are seeing that there is ALWAYS a descrepency between the time spent reports and
How is response time work?
Could you please tell me, how is response time work? and also how is technician response to requester within reponse time specified in SLA? Thank You Namfa
Prompt for category completion before requests can be closed?
Hi, I have an issue where requests are being closed without any category information being selected. Is there a way for servicedesk to prompt users to complete the field? I dont want any calls closing that have missing categoiry information. Cheers Irvin
Archived Link
There was a link for archived files, the downloadable standalone applications on your site, which i cannot find it now, i need to download SDP version 7606 standalone .exe but from where? Kindly assist.
Bug? Merged request not appearing in destination ticket
One of the technicians here said he merged two tickets, but can't find the details in the destination ticket. From the History section: Merge by Hidden_Name, Miguel on Mon, 26 Jun 2006 18:48:01 Request Merged , Performed by : Hidden_Name, Miguel Request ID 6787 merged with this request But there's no Conversation recording the content of the ticket being merged. Is this a bug? How do we get this back? Is it possible? Justin
Duplicate Entries for One Software
Good Morning, In your process for purchasing software, it is required that the software already be in the system because you have to select a related version of the software. So we've been going into the system, adding the software by hand, and then adding it into a PO for purchase. Here is the problem. The software may be called one thing on the PO, but when a scan picks it up, it comes up as something else. For instance, Scrutinizer on an official PO is called simply "Scrutinizer." However,
Request Status
Hello, I have a user whose allowed to view all their site's requests, but since upgrading to 7606, the status for all these is now set to 'Not-Auth' in list view. They can open the request and view the current status, and can use the filter to show a list of current open requests.
Sub category problems??
When creating a new request you are able to select from the new request panel a category however sub category and item does not appear. Please check New Category.PDF category added including sub category and items, however unable to select sub and item. Thank you
Hotfix 7608 released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . We have made an internal release 7607 which is not exposed / uploaded in our website, is also included in the 7608 release. Issues fixed in 7608 SD-28975 : Problem in starting the servicedesk plus if we have tables other than the default tables say systeminfoowner, systeminforequester or if any other systemtables present has
Extracting emails
Is it possible to extract a complete request i.e. all the fields including custom one as well as related emails. We need this fro an audit of a serious problem. We know you can get all the field extracted into a reports, but we can't find a way to extract the related emails Do anyone know if this is even possible? Thanks RJ
Report data from shell script
I want to execute shell script and dump its output in a report in webnms. Can this be dones
Manager Views on Requests
Currently SD+ allows a Requester to show only their own requests show all their Department requests show all their Site requests This was a neat feature added in SDP in Version 7.5. I would like to however propose improvements on this feature. Some company officials would have more than one department under their management. The ability to support more than one department per Requester I think would be a common requirement. Even multiple site associations for Requesters should be supported. For
Service Desk Plus logs out when Desktop Central is running
Hi there, When I log in to both Service Desk Plus and Desktop Central at the same time, one or the other kicks me out and forces me to log in again each time I go back to it - even after less than a minute. I am using the same domain login for each...and am opening them in different tabs of IE. Any ideas?
Create request when email sent from server but not user
We have the functionality of creating requests from emails turned off for our users....they can only create a request by filling out the SDP request template. However, I would like to allow the creation of requests from an email from a server only. For example, a request would be created when a server sends a notification email of a down service to SDP. The email address would be consistent. Is it possible to allow the creation of requests from email based on email address? Thanks.
After upgrade to 7605, non-SLA requests are getting escalated at the time of creation
After upgrade to 7605, non-SLA requests (where DueBy date is null) are getting overdue at the time of creation, anyone else faced this? Any fix available? Regards
Hotfix 7608 Released
Dear Users, Please refer to the below announcement about our latest hotfix release. https://forums.manageengine.com/#Topic/49000004054066 Regards, Srikrishnan ServiceDesk Plus.
How to install patch file using command line on Linux?
Dear All, How to install patch file using command line on Linux? Patch file is in /ServiceDesk/bin folder. I have executed as follows: ./Updatemanager.sh -c select "i" enter patch file ... I have entered "ManageEngine_ServiceDesk_Plus_7_6_0_SP-0_6_0.ppm". But move as former step the repeatly. Why?
Once off login
Dear support i am still new to the forum; how to I enable once off login on serviceDesk Plus with intergrated AD
Embedded BMP images not displayed
When someone sends an email with an embedded bitmap and SD+ creates a ticket, the ticket shows the image as an attachment, but displays an error in the ticket description. I've included an example in the screenshot.
Customized Login Page Bug
I have customized my login page by editing the AdventNet/ME/ServiceDesk/applications/extracted.... The initial load of the customized login page is working fine. BUT if there is a failed login attempt, it posts to http://domain.com/j_security_check and displays the default login page. Could someone point me in the right direction how to fix this little bug? See attached screen shot for visual.
import from the active directory
I can not import the new employee to the service desk pus version 7.6.0 Build 7605. where as the old once are ok. Please advice. Regards, Hassan
Serach by Request ID number no longer works after upgrade 7606
I'm positive this used to work before the upgrade.. On the left hand side under "search", if you set your search in to "Requests", we used to be able to enter the Request ID number and it would return that request. Now, it does not find anything. Can anyone else confirm that pre7606 this works and in 7606 they are not getting any result?
Password in clear text in URL
When manually logging in to the helpdesk, the user password is exposed in clear text in the url is the address bar when the login fails. This is passed over the network, and visible on screen. This is rather insecure, as exposing passwords with minor typing errors in them give a very good clue to the correct password. ie.: "?j_username=testusername&j_password=TESTPASSWORD"
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