windows 7
I am using service desk plus 7.5 ver and its working fine in server (Windows Server 2003) and client (Windows XP)side. But some user have windows 7 PC. In this case when user go to helpdesk sites only showing blank page. please help me about this issue
How to enable non-domain logins via database
Bit of a whoopsy. We’ve upgraded from 7514 to 7600, however before the upgrade built-in accounts were not allowed to logon (disabled in Self-Service Portal) and now domain logons are non-functional due to the need to reconfigure SSO. We attempted to rollback via an uninstall, however this failed. Rather than commence a full restore, is it possible to directly enable non-domain logins in the ServiceDesk database? Even if I do that, is there a way to retrieve or reset the password assigned to the
Turning off notifications when a request is appended
Hi, I cant find this option anywhere. Is there an option to do this? Thanks Martin
Remote Computer Scanning
Good morning - I am preparing to setup an office on a campus that cannot be connected to our WAN but I would like to have a scan done on the computers there and have that data included in our ServiceDesk Plus database. I see that there is a feature that will allow me to import data via CSV file. Does Zoho have a tool that will perform a scan and save the results to a CSV file? Alternately, do you recommend a product from someone else that would perform this same function? What I am looking into
Purchase orders with new software
Good Afternoon everyone, My question today is on Purchase Orders that contain requests for software that isn't currently in the software system in ServiceDesk. The way it seems to be set up is, if you want to order new software, you first have to manually add it to the Software section of the Assets tab in ServiceDesk as a Managed Software. I don't see the point of this. First of all, as I don't have the software yet, I'm unsure as to how that software is going to be picked up by ServiceDesk.
Strange window
Good afternoon. It seems has begun after any last update SD +. The problem consists in the following: At the answer to the request, the answer does not go and on the screen there is this window. It happens some times in day. If the error is not observed at the answer to the request, this window appears for a second and is closed. Picture with a window in attach. We use SD + 7.6.0 Build 7602, the error is observed on the machine of operators with Windows 7 x86.
When assign a request to administrator, no email notification
Before upgrade, when I assign a request to administrator , he can receive an email. But now the administrator can't. I attached the log. Thanks for your help.
SupportCenter and ServiceDesk patches and fixes- share code?-fixed in one not the other?
ServiceDesk and SupportCenter teams I notice that an issue regarding extra blank lines logged in SupportCenter is also an issue in ServiceDesk. This has been fixed/broken/fixed many many times and is CRITICAL to the way our company looks to customers when sending emails. It appears to me, that SupportCenter is a spin off from ServiceDesk. I know this as parts in the log files refrer to servicedesk and users screens from 2006 had to be changed from the ServiceDesk incarnation to SupportCenter as
No Resolution email being sent
Hi, We have just discovered the Resolution emails are not being sent after a job has been resolved. The user is only receiving messages saying that the request has been updated. I have check the notificaton rules and the "Email User when a Request is Resolved" is active (has a tick next to it). I have now made the "Acknowledge Requester by Email when the request is closed" option active and this works. Any ideas?
escalation best practice
Hello, say a ticket was assigned to tech 1 and there is something that needs to be performed by tech 2. Would tech 1 reassign the ticket to tech 2? Or since tech 1 is the tech assigned is there a way to assign the task within the request to tech 2 without reassigning the entire ticket? Hope that made sense. Mitch
SDP 7.6 Windows server 2003 SP1 upgrade to SP2
Hi Guys, I'm going to update from sp1 to sp2, will there be issues/problems concerning SDP on updating service packs? Thank you for the support.
Technician Roles
Hi All, I want ask if it is possible to prevent to the technicians the ability to assign the Requests to another technician without preventing it to edit the request. This is to prevent technicians the ability to assign his job to another technician, just to release from their responsability. Thank You Gjergji
Support for MS SQL 2005 64 bit?
I wonder if ServiceDesk Plus Enterprise support MS SQL 2005 64 bit? rmo
Services won't start / how to install license.
Hi. We recently had a problem with Service Desk Plus where the service went in "hang." After reading through the forums on similar problems we backed up the database and reinstalled (same build). We now have two problems - firstly (the easiest problem) is how can I apply the license file when we cannot access the program. The second is that when we try to start the program it hangs or simply stops. Starting the program using the "run.bat" batch file has the following effect. It seems we should approach
Time issue after creating a request.....
When creating a request on the helpdesk system..the time display on the system either on my local machine is not the after creating this request. How can I resolved this issue? Thank you for your help.
Add Technician
I have a new technician I am needing to add. We have Active Directory Authentication and Passthrough turned on. But when I go to add this new tech, I am getting the following error: FAILURE :Login with same name already exists. Please provide different value for Login Name. Why is it doing that? I have added other users with no problem, but this particular user is not adding properly from Active Directory. Any help would be greatly appreciated.
Procedure to database downgrade
Hello, I'm looking for instructions how to downgrade db licensed as demo (enterprise) to standard edition (non-demo). Thanks, Vyacheslav
Ticketing/Asset question for everyone & servicedesk support
Hi, So I am trying to find out how other people use assets with tickets. If a tech recieves a ticket for a problem with Printer X, I assume everyone would just assign that printer as the asset in the ticket. My question is how can you track how many tickets have been opened up where that asset was referenced as the problem equipment? Is there a better way to manage equipment in tickets for running reports? Thanks! Ken
"Deleting Others Time Entry" permission is buggy
I just had a technician complain that he couldn't edit his own Work Log. I checked his roles, and after some testing, I've found that I had to enable the "Deleting Others Time Entry" permission in order for him to edit his own Work Log. Here are the problems I have with this behavior... 1.) Why didn't the tool recognize that it was his own Work Log and allow him to edit it? 2.) Now that I have granted him this access, he is likely able to edit\delete other technician's work logs. Not cool! Please
Business Rule and Case Sensitivity
Can Business Rules be set to be non-case sensitive? Try to figure out every way which a customer can capital some key words is an unfortunate way to create rules based upon subject or description... Thanks, Michael
Upgrade from 7.5 to 7.6 . can no longer see requests
We upgraded from 7.5 to 7.6 and now none of the unassigned requests will show in the main page. Recent requests will show in the sidebar, and clicking on them brings them up. So the unassigned requests are in the database, but we can no longer see them. has anyone else had this problem? We have been logging in as local administrator.
Moving installation to new partition on same server
ManageEngine ServiceDesk Plus Version 7.5.0 Build 7506 This was installed on the C:\ of a server but due to low available disk space we need to move it to a bigger partition on the same server. What is the recommended process for doing this?
Asset Printers - New Scan
All, I go to Asset home, printers and new scan and then choose the domain from the drop down list and then the page refreshes and clears anything i have on the screen. It wont let me pick my domain and then click on scan. Is this an issue? Thanks Martin
Automatic Authentication Issues, Latest release and SP
are there any others having issues with authentication/passthrough of users running windows 7 or vista upon trying to log into service desk plus? We have some windows 7 users who are not auto authenticating... XP users seeem to work fine and are passed right in... but win 7 users are not. We are on latest release and service pack. Thanks
Problem with scheduled report showing incorrect data
I have created a matrix report to show created requests for the current month and then scheduled it to run at 6.15 in the morning and send me the report. On checking the data it is not correct against the data in service desk when I create a custom view on requests today for example the automated report is showing 8 requests opened yesterday but when I check the data only 7 are showing. On running the scheduled report manually it is showing the correct information. How can I resolve this problem?
7.6 Mac Issue with '&' in the requester name
Hi, I believe we have found a Mac only issue with 7.6. If a requester name has an '&' in it on a Windows machine it shows as '&' but on the Mac it shows as '&'. The issue is that the system doesn't recognize '&' as being '&' and asks if you want to add a new requester on saving the request. Steps we took: new request press find requester button select requester save ticket prompted with messageOn a Windows machine the display is correct and it does not appear to be an issue. Our workaround
Variables in User Survey
Hello, could you please let us know, are there any variables available on Survey Settings page except $RequesterName and $SurveyLink? Dmitry
Support SLA Base on Group
If we can measure the SLA base on the Group it will be good . In our enviroment all request or incident are escalated to group and if we can have the group as one of the criteria in the drop down list in the SLA rules will be good Thanks Kanten
New users, Automatic import from AD
Hi, Is it possible to set up an automatic import from AD for all new users? Thanks Martin
Why isn't mode set to "Self Service" when a user submits his own request?
When users login and submit their own request, the mode does not automatically set to "Self Service". However, emailed requests created by the system automatically set the mode to "Email". Is this a bug, an oversight or by design? I haven't upgraded to 7.6 yet (still running 7514), so perhaps this has changed...?
Notes and Work Log's when running a Report ?
Hi all, Can you add the notes and the work logs to request report at all? I can't see the option to show this. Thanks Martin
The From Box when forwarding a request
Hi, When forwarding a request in the from box it says ICT HelpDesk then in brackets my email address. Can i change the email address it shows in brackets to a general one somewhere? I have looked but can't seem to find where. Thanks Martin
Update success?
I am currently running two ManageEngine products - ServiceDesk+ and FacilitesDesk. In the past year, I have NEVER had a successful upgrade for either product. I have had to contact MangeEngine every time I updated either product and in some cases had to send them my databases and wait for them to upgrade them so they could be installed with the latest version. I was wondering if this is a normal experience for other ManageEngine software users? Thanks!
Moving SDP to new server with MS SQL 2005 as DB
I tried to find out the procedure to migrate my existing SDP installation to a new server. I am currently using MS SQL Server 2005 as the backed DB for SDP, i would like to use the same DB Server and only move the SDP application to the new server. Please help with the instructions. Thanks
Workstation scan schedule to twice a day
We are finding that the "once a day" workstation scan schedule is not sufficient for our organization. It would be great if we could schedule two scans in a day; once in the morning and once in the evening. However, the ability to to do 2 scans at anytime in the day would be very beneficial. Can this be added?
Email User Creation
Our organization has an Active Directory that we are part of, and we mainly support the users within one OU. Due to that reason we only import our users from that OU into service desk. We do support a few other users in different locations in the directory, and they usually email their request in. When the user emails their request into SDP the software creates a “local” account for the user if they do not have one. My question is can we have SDP search through AD before it creates the “local”
Resolution Column
How to add resolution column while creating a customised report ?
Clear Account Manager Duplicates
I imported accounts from Salesforce, and the managers are duplicated many times over. How can I mass delete the duplicate managers? Too many to remove manually.
Disable Auto Append
The normal behaviour for SDP is to merge e-mail replies with the existing request if the appropriate information is in the subjuect line of the e-mail reply. We have two separate SDP setups, one for Helpdesk and one for Guest Relations. When Guest Relations forwards a request from their SDP to the Helpdesk SDP, the Helpdesk system appends the new request to an existing ticket (that has already been closed) instead of making a new request. I want to be able to disable this functionality. It would
Re-branding lost after upgrade
Last night, I upgraded our production server from 7514 to 7602. In doing so, it appears we've lost our re-branding. Please let me know what file(s) I need to modify in order for the Browser Task Bar ID to be changed from "ManageEngine ServiceDesk Plus" to "My Company Name". I have already edited the settings for the login page (changed login.jsp to index.htm), and the login page is back to our design... I just need to get the re-branding portion fixed. Thanks!
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