Change category (switch) from IT to Non-IT Asset
Hi, How to change the category of this asset (switch) from IT to Non-IT. We don't assign ip to the switch. Using ME SDP 7.6.0 Build 7603 Thank you. regards, Kyle
disable internet explorer?
Hi is there a way to disable the internet explorer pop up everytime time you run servicedesk plus? any help will be appreciated
Can I be cheeky and ask for screenshots or posts of your priority matrix and SLA's?
Hi, I'm new to SDP and am having difficulty with defining my priority matrix and SLAs. We've migrated from a simple hepldesk ticket system and we're now finding that our simple SLAs aren't really appropriate for use with SDP. For example, the ability to stop the request timer when awaiting information/testing from a user, means that our incident SLAs are probably too long. I'd appreciate screenshots of your matrix and ideas of your SLAs for the priorities within the matrix. Thanks in advance, Rich
Upgrade to version 6.0.0 and build 6015
Please advice how to install service desk plus version 6.0.0 build 6015. since I need to replicate the our production server for upgrade testing. Regards, Hassan
Ability to set notification for Problems & Changes
One thing that i would like to have added to servicedesk is the ability to add business rules to problems and changes. We often have to alert multiple groups when changes are updated or when problems are created. The tool currently does not have this capability.
Daily recurring requests/tasks
A new user at this. I will like to know how to go about putting in a recurring request/task for my daily stuff. Is this possible? Thanks.
Schedule auto assign tiket for technician
We need schedule work for our technician because we have rotary schedule. We have diferents technicians in rotary schedule. For example: technician 1,2 work 8:00 am to 5:00 monday technicia 3,4 work 8:00 am to 5:00 tuesday is possible to do this feature? Thanks
Not work Import from Active Directory
Hi, guys! I install ServiceDesk version 7.6.0 Build 7602. But import from AD requsters does not work for me. I can select directories for import, but further it imports nothing. Thank a lot! Alex
Priority Matrix
Hi, we recently finished our evaluation of SDP and purchased the Professional version However - we were evaluating Enterprise and it seems that one of the features we used, Priority Matrix, has been removed from the editable options, but is still causing effects. This means that users cannot manually set a priorty and we cannot put it in a request template, because it complains that it is automatically set with the matrix, which we now cannot disable. please see attached screenshot. Thanks, Tom
ManageEngine Nominated for Network Computing Awards 2010
We would like to inform you that ManageEngine has been nominated for the Network Computing Awards 2010. This time it’s two products from ManageEngine and not just one. ManageEngine ServiceDesk Plus for Service Management Product of the year ManageEngine OpManager for Network Management Product of the year Awards are presented to the nominees with the greatest number of votes. If you think we deserve your vote, then please take your valuable time to vote for us. You can cast you voting using the link:
How to convert SDPlus from http to https
Hello What are the steps to convert SDPlus' web addresses from http to https to support SSL encryption? Thanks
How can I make the user Guide available?
Is there an easy way I can make the user guide available from the same server as Service Desk Plus is on. I don't have IIS on the box, wanted a clean environment. Thinking I could just copy the files into a specific folder on the server and they would be available to the user as long as tell them the url, like http://servicedesk:80/guide Thanks, Andy
Stopping mailservices BEFORE starting restored system
Is there anyway to ensure that scheduled reports and e-mail fetching are turned OFF when a system is restored? I ask because I restored our live environment to test server to check the backups and ended up with a couple of scheduled reports being sent out from the test system AND it picking up e-mails. I appreciate it may be very unsupported/non standard, but an indication of what database tables control the processes or a config file that could be adjusted prior to starting the services would be
Changing Backend Database from MySQL to SQL Server 2005
Need some urgent help with migrating the MySQL database to a SQL Server 2005 environment. Below are the steps that I have followed so far. - Created an ODBC connection to the MYSQL database - Used SQL Servers DTS tool to migrate the database from MySQL to SQL Server 2005 - Upgraded the Service Desk service packs to bring the application up to the most current version 7018. - executed the changedbserver.bat file in the following directory C:\AdventNet\ME\ServiceDesk\bin to point the service desk application
service requests versus incidents
Is SD able to separate service requests and incidents? Service request do not necessarily need to have the same priority ratings as incidents and are not time sensitive. Any way to distinguish between the two? Thanks
What sort of SQL maintenance is needed?
Hi Guys, I've noticed we've had ServiceDesk installed for just on a year, and we've never done any sort of SQL maintenance plan on the database. Can anyone tell me if there is a best practise guide for running maintenance on the ServiceDesk MSSQL database? Things like re-indexing etc. Has anyone set up a maintenance plan for their SD database? If so how'd you go? Cross fingers for me people, I'm upgrading from 7018 to 7504 tonight. Hopefully things go smoothly! Cheers!
requestor autofill
We have Sevice Desk Plus 7603. We would like to autofill request initiator's filed under technicians. As for now every technician has to manualy type his name in this field when he creates a request to somebody else. how to achieve this?
Technicians can´t delete their self-created reports
Hi all, if my technicians create a user defined report, they are not able to delete the templates again. If the repport is tagged as private, not even i as admin can delete them, because i don´t even see them. Only workaround is to remove the "private" tag, then i can delete the report template. - how can i allow the technicians to delete their own templates? - how can i see all templates, even the private ones? Thanks for your ideas, Uli
scaning IP Printer
Hi , when i try to scan IP printer on network, with default snmp community, it gets failed, "Connection to RPC server in the workstation failed" i have HP printer LaserJet 2600 i can scan it from linux snmp command , #snmpwalk -v 1 -c public 172.18.12.27 SNMPv2-MIB::sysDescr.0 = STRING: HP ETHERNET MULTI-ENVIRONMENT SNMPv2-MIB::sysName.0 = STRING: IT_Workshop ... ... . . . . any idea to solve this
Email fetching errors
We are getting the following error in System Logs: Info in email fetching Server started at : Fri Feb 05 07:00:41 CST 2010. Current time is : Fri Feb 05 07:41:19 CST 2010, which is less than 1 hour from server start time. Hence not checking mail checker for this time. --- SDP time is 1 hour behind the server time. I found the following solutions thread: http://forums.manageengine.com/topic/info-in-email-fetching However the links provided in http://203.199.211.69/sd/AddSolution.sd?solID=63601 are
Color-coded Requests
Request listings are listed by default font color, and you can distinguish their status by adjusting the filters. However it would be useful if at a glance you can see all requests color-coded based on their status aside from status being displayed in
The Requests tab when looking at an asset - how does it populate?
How do you get to make use of the Requests tab when viewing an asset? I see the "Problem details" and "change details" that look like they would be very useful. It looks like I'd have the ability to see all of the problems associated to one printer, etc. Is this all SLA stuff ? Do I need to setup some kind of dummy SLA to somehow use these features?
Auto Uninstall
Hi, Is there a feature within ServiceDesk Plus (Enterprise) to automatically uninstall prohibited software? If not, is this something that can be added in? I know this feature is available in Desktop Central, but it seems silly to monitor your software installations whihin two different applications. Thanks Sharlene
Cosumable Purchases
Dear Gurus We in our IT department purchase several consumable items (which is not through purchase Orders). The items like toners, hard disks, motherboards, memory etc all these items we purchase using our assigned petty cash from accounts department. These items are on cash Purchases. In the end of the month we sent he statements with the invoices to accounts department to charge these to respective departments and we reimburse the money from the accounts for other purchases. How can we do this
Asset Relationships-Business Service
I cannot find where to add more options for Business Service in Asset Relationships. All I see are the default entries: Corporate Website Email Internet Access Intranet Payroll VOIP or Telephone I cannot find how to add more services. I am using SD Plus 7504
Service Desk Plus Training
Hello, Does anyone know where i can go to get online training for this? Thanks
Need clarification on Approval functionality in the Change module
Can you please clarify how the approval process works in the Change module? When more than one CAB member is added for approval, shouldn't they both get a notification email? What if there is only one CAB member added and that person approves the change. THEN, a second CAB member is added. Will the newly added CAB member receive a notification email stating that they have a change to approve? If there is more than one CAB member added for approval on a change, do they both have to approve the change
ServiceDesk Plus Blackberry Mobile Client HTTP 504 Error
Hi, When trying to connect to SD via my Blackberry 8520 using the BB browser, I receive a HTTP 504 (Gateway Timeout) error. My colleague has an iPhone and this works fine for him. After looking around the forum, I've tried to go to http://server:port/mc from Firefox/IE on a desktop and this works fine. Can anyone help please? Regards, Phil Rich
Holiday Reports
Hi, Do you have any up to date query reports for holidays. Specifically looking for a report showing dates booked for each technician, but any other holiday reports would be welcome. ServiceDesk 7.6.0 Build 7602 Thanks Mark.
Issue with changing Scanned Software types
SDP+ 7603 To reproduce the issue: 1. Open Assets --> Scanned Software 2. Check the checkbox on 1 or more entries 3. Change the “Move To:” dropdown box to the desired Type 4. Click the “Move” button Once complete, repeat the process again on 1 or more entries. When you click the “Move” button for the second time, the selected entries are not changed. NOTE: In addition, after this action is performed, most “Filter” dropdown boxes for any list in SD+ (e.g. Requests, Purchases) fail to work.
Forward and back buttons not in v7600?
A technician on my team pointed out the foward and backward arrow buttons are no longer present in v7600 when viewing a request. He noted the buttons used to be located in right hand corner of the request which allowed him to page through his requests as opposed to viewing a request and then clicking the request tab to go back to the request list. Would you consider reimplementing these buttons? Thanks.
Asset scans do not always report correct software versions.
All scanned systems are Windows XP, SP3 with permissions controlled by group policy. The versions are listed correctly in the registry under HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall. How can I troubleshoot this problem? Thanks SDP Version 7.5.0 Build 7512
import Active directory from Windows Server 2003 to servicesdesk in linux
i cant import all the users in Active Directory in w2003 to ServiceDesk in linux.... i will appreciate for the tips will be come
Submit request closed
I have noticed that in all the builds if you 'Submit the request to be approved' that you have to specify each time to whom the email goes, and even if they approve the resolution, you still have to close it. We would like the ability to have the 'To:' field (when submitting for approval) auto populate with a specific email address, and then that person (most likely a supervisor) if he or she feels that that request and resolution was handled correctly can approve it which closed the ticket. Thanks!
Return Purchased Items in the PO system
Once an item has been marked received, how do you mark it as returned and remove it from inventory. For examle, one our guys ordered an monitor, recieved the monitor in the PO system, but then found out he ordered the wrong monitor and has to return it. He has also added it to the Asset module. So how do we mark this item as returned? Thanks
Problem when scanning x64 workstation
Ciao, when we try to scan Vista x64 workstations or Windows 2003 x64 Servers, all the software installed under c\program files are correctly scanned, but all the programs under c:\program files (x64) are not recognized. Any idea hot to resolve the problem? We use ServiceDesk Plus 7.0.0 7021 version. Thanks
service desk "jump to" Opmanager
Since we moved Opmanager to another server, the "jump to" function from sd+ to Opmanager is broken. Where do we enter the new ip address for the Opmanager so that SD+ can locate it?
Work log
Hi All, Would it be possible to get additional radio button or similar funktion that in work log lines? Reason for this is that we have two different flat rates for service. Which is meaning that if techican will go to site/reguester cost will be example xx eur and if technican using remote access to fix problem cost will be x eur. We would want to see how much is used to whick service. These would be groupped in reports. Or is this possible to make self?
Send SMS on escalation
Hi What we would like is, depending on the priority of an incident, send an escalation SMS to the Service Manager. I can only find an option to send an email. Is it possible at all to send an SMS on escalation and/or potential SLA breaches ? kr, Peter
blue result screen when replying to email
ever since we upgraded to 7602 we get the following screen with a blue banner at the top with the word result in it when we reply to emails in a case. this only happens sometimes. closing the browser and reluanching will fix it temporarily. upgrading to 7603 did not fix the problem. see attached screenshot.
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