Assets management
Dear any one can help me to find way to make sure all the assets that connected to the network is registered in the service desk the problem is sometime we cannot scan the machine
Problems / Changes Template
Hi, Could you tell me where can I create Problems/Changes template like Request template? Thanks, SOPHAL.
Move departements to my Sites
I have registered several Departements but all of them are registered to Default Site. Now I want to move these departements to different newly created sites. How is this done? I can't delete the sites and re-register it on any other departement, error message: Department is being used by a module. Hence cannot delete it. /Ola
Additional database needed for requestors and assets
We have a lab area with at least 50 "Virtual Stores". Each store has it's own set of specs that need to be associated in tickets and assets. But requestors can work at several stores a day and assets are moved periodically. We can't associate a store with a workstation or server, because the equipment gets moved around. How can I keep a database with the store information so that when tickets are created, the requestor can access this and include the information in the ticket?
Service Desk Plus problems - Advent Net service desk fails to start
after many problems updating from 7602 to 7605, we started with a fresh Windows 2008 Server image and clean install, but no matter what version 7602 or 7605 we install, Service Desk Plus will not start. Here are excerpts from our log files with severe listings. When tryinng to start up the client we get the following error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.propert Server is starting. This may take a minute ... ServerContainer [CREATED] SQLOne
how to import software licences into SD+? via API 'add asset'?
Hello I was wondering if it would be possible to use the SD+ API 'add asset' in order to add software licences to SD+ and associated them to a workstation. How could I do this? If not, does anybody know, how to import Software licences? Has anybody an SQL script for importing software licences and associating them to a workstation? Thanks a lot for any feedback. Marc
Problem with AD Scan
I'm stating using ServiceDesk Plus these week and I'm using version 7 build 7004, but my Domain Scan doesn''t work. For exemple: I selected only one OU that have 7 workstations. Than scan shows successul for all 7 and no error on log. When I go to store, I can see only 5 workstations. Any idea ?? Tks in advance.
Managing Software
SDP has a large list of software installed on the network, however many of them are the same or just different versions. Is there a way of merging these to create software groups or similar thing? e.g Adobe Reader 8.1.0 Adobe Reader 8.1.2. I would like to appear as one or a group. Can this be done
Views
Is it possible to use the same ManageEngine for different views? Problem I want to use the software for our Helpdesk whereby clients can log there request and I want to use the same ManageEngine whereby the testers can log request for our developers? Reason I want to keep both these request seperate as not to obscure the stats and reports but yet want to track both within ManageEngine
Asset Database
I haven't seen this clearly spelled out so I will just ask. Can you import an access database, of say product names and serials and model numbers in to Service Desk?
scheduled shutdown of ServiceDesk
We are testing SDP 7.0.0/7009 and hae noticed that sometimes the next morning SD is no longer resonding. We suspect that this may have something to do with the nightly backup running on the server. So, I would like to shutdown SDP before the backup starts and then restart it after the backup has finished. To do so I've created a batch file which runs the following command: cmd /k "C:\Documents and Settings\GBONLAdmin\Start Menu\Programs\ServiceDesk Plus ManageEngine\Shutdown ServiceDesk.lnk" Basically
Weird visualization on a frame
At my company, we have an intranet we use for many things and we wanted to show the Help Desk application as part of "modules" of our intranet, we inserted a button on the modules menu on the left frame and targeted it to the Service Desk Plus application on the right frame (which is actually the same server, but on a different port). The thing problem is that the application is shown without any CSS style, image, javascript, as if there were no files, and if I shift-click on the same button to open
Can I hide "Manage custom views" in Requests?
Hi, Is it possible to hide or remove the possibilities to for technicians to manage custom views. Ex, If a technician makes a view including certain statuses, and after a while the company adds another status. Then there is a chance that the technicians filter will not work correct and therefore miss requests. /Mattias
how to import assets in service desk plus?
how to import assets in service desk plus from CSV?
Technician assigned to site should only see problems, changes and assets in the assigned site
Today, when you assign a technician to a site, the technichian can see only the requests in that site but in all other areas (problems, changes, solutions, assets, purchase and contract) he can see all sites. The site assigment should also handle the limitation/filtering of those areas.
How to Edit ship to addresses
Is there a way to edit the shipping addresses / billing addresses
number of technicians
Does the built in admin account, count as 1 technician? In other words can I have 10 technicians plus the admin account if I am licensed for 10 technicians?
Emailed jobs creating new User Accounts
When a requestor sends an email through to help desk, it creates a new account with the 'long' email address as the login name. How can I stop this from happening?
MYSQL to MSSQL
I want to migrate my MYSQL database to MSSQL, what do I need to do? Is it possible to do it? Help would apreciated. Regards Nuno
LDAP Integration
Hi, Currently, my company's instance of ServiceDesk Plus utilizes AD, but for this second instance of SD, we're looking into utilizing LDAP on account of certain fields not found in AD. If we are to go this route, is it possible to schedule automatic imports/updates of requesters into SD from LDAP? We really like the feature of scheduled updates from AD. Best Regards, Justin
Request Templates - Categories / Sub Categories / Items not Propegating.
Hi Im attempting to create a few basic template calls so the technicans can raise a number of basic one click calls, password resets etc. However i am unable to complete creating the templates as the connected Sub Categories / Items are not being displayed ie 'User Administration -> Passwords -> AD', i can select User Administration, but the following 2 do not offer any options. Installed the latest patch today hoping for the issue to be resolved, no change. Tried in both IE8 and Chrome.
technical notifications
How do I get the technicians to reach them an email informing them of the creation of a new application?? Thank you.
Additional Status Options for "Purchase" Tab
I see with the release of 7605 there are status options for "Invoice Received", "Paid", etc. It would be helpful in tracking the actual purchase process if there was a status of "Ordered" that followed "Approved".
Pickup Request not working - 7.604
We upgraded early this morning to SDP 7.604. Today we have technicians reporting that the "Pick Up" button on the request page does not work. Most technicians have IE7. However several IE8 technicians report that the button works. Has anyone else experienced this? Is there a workaround?
SLA Times off
I set an SLA High respond time of 5 minutes, and a resolve time of 25. I created a trouble ticket at 12:47 Configuration is as follows: The SLA response email was sent to Valerie at 12:55 Jeremy Recieved the resolution SLA email at 1:05 AND at 1:15. The times on all our servers and PC's are synced up. Email is hosted in house so no delays on delivery. Is there anything wrong on why the times are off, this cn be worrying, especially on high priority problems.
Missing Scanned "Workstation"
SDP 7015 I'm having a problem with workstations that I have scanned not showing in the Workstation list. Example: Server A, Sever B and Server C have been scanned. Only Server A shows in the list and is searchable. Rescan Server B. Now only Server B is in displayed in the list and is searchable. Rescan Server C. A and B are gone, only Server C is displayed and is searchable. I believe that the workstation entries have not been deleted, because after the rescan all of my manual changes are still intact.
IE8 - Blank screen
Hi, is anyone else experiencing a blank screen when trying to access SD+ 7506 with IE8? I've tried to normal tricks of clearing the cache and cookies, restarting the service but to no avail. Cheers
Cannot import Active Directory users after upgrading 7.5
I upgraded to SDP 7.5 everything seams to be working but I cannot import users from AD the screen stays on the connecting to active directory but stays at 0% completed. Does any one ales have this problem?
Purchase Order view for requesters
Hi, Is it possible to allow requesters to raise their own purchase orders without associating the role to technicians? This allows requsters to raise POs and forward the request to appropriate personnel for approval, and the helpdesk only gets involved after the POs have been approved to make the purchase. Currently a technician has to create the PO on behalf of the requester but we think the requester should be able to do this as long as the servicedesk application has been populated with relevant
Font size in Report
We use scheduled reports sending by email in format Inline HTML. Font size in message is very small. How can we increase its size? Thanks
update from ServiceDesk Plus 6.0.0 to 7.6.0
I have ServiceDesk installed on Windows machine actually running 6.0.0 with mysql is possibile to upgrade to 7.6.0 (under Windows) with SqlServer migrating data? Someone can help me ? thanks
Critical : Error while invoking backup
Everyday at 12:37pm, i recieve a "Critical : Error while invoking backup". My backups aren't scheduled to run at this time, and infact run at 8:00pm daily and are successfull backups. This issue occasionaly crashed my servicedesk and i have to reboot my server just to get servicedesk running again. Whats the problem? ************************************************* Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support
7605 : Hotfix Released
Dear Users, Please refer to the below forum announcement about the 7605 hotfix release. http://forums.manageengine.com/#Topic/49000003912007 Regards, Srikrishnan ServiceDesk Plus. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
Copy of the service Request to the supervisor
Dears, One of our business rule that a copy of the request need to go the requester manager. Does any body know how to do it? If we need to create a custom service request or template, then where shall we start? Thank you and best regards. SDP Admin Abdulrazak.alsharafy@yemenlng.com
7605 : List of Enhancements / Issues fixing
Dear Users, Following are the list of Enhancements and issues fixes that is getting into our upcoming hotfix. Enhancements in this Service Pack SD-25985 : Quick search to view the request details based on Request ID from the request list view. NOTE : Behavior change : Request ID based search has been removed from the request search in the left panel. SD-25168 : Adding 'Employee id' column in the requester search window which appeared on clicking the 'search requester list' icon in new / edit request
Mail Fetch Stops Periodically
We are using SDP 7506. We noticed that the Mail Fetching Status will become "STOPPED" after running for a random period of time. Sometimes, it keeps running for a few days. Sometimes, it stops twice or more times a day. It's hard to check until we noticed that there're no new help request after an hour or so; or we found out that there are left over messages at our helpdesk mailbox (due to POP3 stopped getting the mail into SDP). We are sure our POP3 Mailgate is working fine but why SDP Mail Fetch
ServiceDesk Plus Request fields configuration
Hello! I would like to ask how can I configure some additional Request Fields that I added if I want them to take some action? For instance, I added some more Date/Time fields that I want to show in Technicians Scheduler. And how about some Standart Request fields? Can I disable them somehow? For instance, if I don't need Request Type? Thanks!
Simple survey report
This query will provide a quick numeric snapshot of your survey results by question. So, if you have 4 satisfaction levels you will receive back a number from 1-4, with 4 being a perfect score. SELECT sqdt.QUESTION "Survey Question",round(avg(sadt.RATING),2) "Average Rating" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt spre ON spr.SURVEYID=spre.SURVEYID LEFT JOIN SurveyDetails sdt ON spre.SURVEYID=sdt.SURVEYID INNER JOIN SurveyQuestions sqdt ON sdt.SURQUESID=sqdt.SURQUESID LEFT JOIN
ServiceDesk Plus upgrade from 7.0.22 to 7.5
Hi!, I am having troubles to upgrade ServiceDesk Plus from version 7.0.22 to version 7.5. After run updatemanager.bat, it finds an error and rolls back installation. After that, SDP does not run anymore, it remains starting service and persistent layer forever and ever... Can anyone help me? Thanks! jordi.suarezd@t-systems.es
Sending notification to other people
Hello! I would ask for help in changing functionality of sending notifications. I understand that you (ManageEngine) will not make such changes just for me, so I even can modify source code in Java script by myself. What I need: When specialist requests an approval for a request, notification sent to some person. That person make decision and at that moment notification sent to specialist that requested for approval. I really need to send that second notification also to person who created initial
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