Auto populate the CC field
Hi there. I hope somone can help me. We have 2 helpdesk email boxes here, one called helpdesk@ and one called servicedesk@ Basically, how do we configure Service desk to always add the servicedesk@ email address into the CC box when doing a reply from within service desk. Is there anyway that we can do this? Regards
How's SDP hotfix 7608 going for folks?
Hi, The hotfix 7608 has been out for a couple weeks now, and searching the forums returns only a couple of what look like isolated issues. I'd be interested to hear feedback from anyone who has upgraded as I want to upgrade from 7605. I notice that the SDP Known Issue List doesn't appear to have identified any high priority issues for 7609. Thanks, Rich
Asset population
Currently my firm has 200+ workstations attached to our scan. What we would like to accomplish is to be able to trace from the asset tab any single peice of hardware to a specific machine or workstation. Currently the only items populated in the Asset tabs are assets that have been put through the Purchase Order process. Even after scanning, the system will not populate the asset tab with already distributed computer peripherals. I was wondering if there is anyway to do this? I.E. if Jane Doe has
Delete RoboTechnician Template
Hi, We do not use the RoboTech and haven't got it as part of our licence. As such, how do we remove the Template from our list? There is no option to delete this as it is greyed out. Many thanks,
Recieved Group Email Notification when ticket created with status = closed
Hi Support, When I create Ticket and place it in one Group which easy for technician inside this group to view or edit in future if required, but every time created Ticket with Status = Closed and place in one group, the system always send notification email to group member that I have set. I want system send notification email to group member only when the Ticket created with Status=Open. How can I disable Notification Email to Group Member if the ticket was created with status=Closed? Regards,
Notification of request assignment to specific technician
Hello everyone, we are experience problems with the notification of request assignment to a specific technician after applied a specific business rule. This business rule is executed after a categoritation of request and assigns automatically the group and technician. When we do this, the notification doesn't work but if we do assignment manually the notification works perfectly. Another difference, it’s that all technicians except this, are exported from AD with their credentials. This technician
HTTP 500 error while trying to close a ticket
We have SDP 7.6.0, build 7602 running on a Win2K3 R2 SP2 VM, and I have admin rights. Today (wasn't this way Friday) I can't open a ticket, and if someone else opens the ticket, when I try to close it, I get this HTTP 500 Error: Apache Tomcat/5.0.28 - Error report HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Manually added software gets removed again on scan
Hi guys, This should be reproducable: Manually add/create a software package (assume this one does not get scanned automatically because this is a custom made application and is just a copy action to the file system, and not an actual setup file to install it - we indeed have vendor-specific custom made software). Make it's software type Managed. Add the appropriate licenses if neccessary (i did) Go to the workstation that has the software, then click Relations tab, then Add Relation --> Container
please help me with a mysql query report
Dear support team , please help me create a query report that our new boss asked. we are using version 7604 and MySql. the report is a MONTHLY report , its' columns are : 1. ID : not request id, but the sequence number of record in this report, starting from 1 2. Create Time: request created time , displayed as yyyy-mm-dd hh:mm:ss 3. Dept: the requester's department 4. Requester: the requester name 5. Tel: the requester's phone number 6. Engineer: the first technicain assigned to this request 7.
I can not import the new staff from the active directory.
Sir/ Mam, I can not import the new staff from the active directory. Is there any log which I can view to check. Regards, Hassan
User cannot search Solutions
I've just noticed that ordinary users are not able to search our solutions database. Reps can search the database. When the ordinary user logs out the exit page gives them a summary of recent and popular solutions and from here they are able to view and them and search the databse, however thay cannot do any of this while logged in. ManageEngine SupportCenter Plus Version 7.5.0 Build 7507
Users can't access Solutions
After an upgrade to 7603 the users (requesters) can't view or search for Solutions. We do not want to open for solutions on the self-portal for non-logged in users, so altering the default self-service portal is not an option. Is this a bug or a configurable feature that is somehow hidden from the "Admin" page?
Query on requester conversations
In which table would I find all requester conversations for a workorder? I need to be able to report on this. Thank you.
can i change the date format in sdp
Hi, All date shown in sdp 7020 is like "06 Aug 2009, 12:03:45", is there somewhere i can change the format of date? you know i am in asia, people here does not think this type of date very friendly, someone even does not know what Aug means. I guess SDP is coded in Java, so i donot think this is a big issue here, i remember there is java class called Local just to deal with this kind of issue. the ideal date format for me is sth like 2009.8.06, 12:03:45, or to be better, with chinese or korean
Tech Availability Chart must be controllable via Role permissions
As mentioned alread in this thread, it should really be possible to control via "Roles" if the "Tech Availability Chart" in the Scheduler is visible or not. This should not simply be a Admin-only functionality. This is something important in the Operating area and not something relevant for an administrator of the Service Desk!
Setup problems with pop email account
HI I am having a problem getting emails from a pop account. Sending via the same account works fine. The issue occours when I fill the pop details in on the mail server setting page and press save I get the following message. FAILURE : Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. X I have used google mail to test the pop account and can grab emails from the pop account with no problem. I have also
requester name with �
Hello, I have some requester with a "�" in the name. They can choose their name in the request, but when they click add request ServiceDesk says "requester doesn't exist". Please fix it.
Associating a Group to a Site
I feel like this should be an easy answer, but I've had trouble finding it. When editing a Request, you can choose a "site." Problem is, if I choose a specific site, I can't choose a group. I'm assuming it's because the groups aren't associated with a site. How do I associate a group with a site? Thanks. ~James Murphy ServiceDesk 7.6.0 Build 7606
Browser Support
Does anyone have any idea when Opera and Safari support will be built in, or if there is even a plan to do so?
Group E-Mail setting inside Technician group
Hi Support, Could you explain me more details about Group Email inside Technician group? what it is use for? Thanks, SOPHAL
Custom User Role
Is there a way to create a user role that will allow those users to view/edit all requests, but only be able to close their own requests?
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
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