SDP 7.6 Released
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus 7.6 SDP 7.6 can be downloaded from http://manageengine.adventnet.com/products/service-desk/download.html . Existing SDP customers, can move to latest 7.6 version by applying the migration pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html Existing customers, kindly note, that upgrade to 7.6 can be done only over 7514. Customers in earlier builds can move to build 7514 by applying
How to find what module is referencing a site
Hi There, We have two sites that cannot be deleted because FAILURE :<Sitename> Site is being used by a module. Hence cannot delete it. How can i find what modules are still referencing these sites? I've removed all references between requests and assets, but i still cant delete it. Is there a way i can find out what items are referencing these? Thanks for your help
SLA -reapply
I have and SLA that assigns the response due time and the due by date based on the priority. If a technician then changes the priority of the call based on some new information, the SLA is not reapplied so there is no new updated due by date. eg. Priority Normal - SLA assigns due by date for next business day tech changes priority to low- the SLA for low priority calls should assign due by date to 3 business days however the SLA is not re-applied. In business rules we can choose when ticket is created
Leave a copy of mail on Server
Hi Guys, we are using SDP 7.5, and we use POP3S to fetch our email, I tried to use IMAPS to keep a copy of our emails on the server, but with no avail, even with IMAPS it pulls out our emails from the server, is there a patch or a workaround to leave a copy on server ???? another Question please, why when I try to import server asset from CSV it doesnt ask me for details like when I import workstation ? THNX in advance, ba bi
Automatic change status to closed when violate a period time (request)
Dear all, I am finding a way how to configure settings to automate closed the request after violating a period time (for example: 3 days). For anyonce can give recommend, I am very appreciative. Thanks and regards. DonBach
Time report
Is there a report that I can run that will tell me when a support call/ticket was logged? Regards Greg
Upgrade issues!!!!!
We have several problems after upgrading to the latest build. 7.6.0 Build 7601. We are no longer able to attach files to Preventative Maintenance tickets and all of the PM tickets that we currently have, no longer have their .PDF attachments. Also we no longer receive notifications when a ticket is assigned to a technician. Service Desk seems to react Please advise. Thank you!
How do we customise request page like removing level>tier1 etc field...so that support rep sees and fills limited fields..thanks
How do we customise request page like removing level>tier1 etc field...so that support rep sees and fills only limited fields..thanks
How to see list of P.O. awaiting approval?
How person can gel list of P.O. awaiting approval? There is no tap "Purchase " on the top. Is the only way to get P.O. follow each link in email?
Anonymous Login
Can I setup the helpdesk website page to allow Anonymous Login for user to create a ticket? I don't want to create a user account or import AD account to allow user to logon.
Software Assets Showing up Twice on Workstations
I have several users using Adobe Acrobat 8. What is interesting is that when I am allocating licenses to these users, I see their computer name showing up twice in the Unlicensed Installations. One user shows Adobe Acrobat 8.1.3 Standard for one entry and Adobe Acrobat 8 Standard as a second entry. I have one group for Adobe Acrobat 8 and have assigned all the minor versions to it. Is there a way to have SDP show only 1 copy of the software per machine?
build 7601
Morning - My service reports a new version, but there is no file to download?? Your site only has build 7600... thanks Pete
Sort stacked barcharts by total
Stacked barcharts are not exactly logical in their sorting. Currently they are sorted by the total of the first result, but as you are unable to choose which result type this is it's fairly useless behaviour. I'd like to see stacked barcharts arranged exactly the same way a standard barchart is.
Mobile Client
Hello, I have installed the 7.6 update and so far I'm loving it. However, we have a bit of a hodgepodge of mobile devices that our technicians use. Basically I've only been able to get the iPhones to work properly. We have a handful of Palm Pre's that will not display the website at all. The error I'm getting on the pre is Unable to Load Page Error Loading Page [115] Can you offer any insight? Thanks! --Chad
Unable to Remove Technician + Java Error's on Logon
Unable to Remove Technician + Java Error's on Logon I've upgraded to 7.5 but we are getting numerous java error's on logon and i'm unable to remove a technician from the system, its removed all his detail, but he is still listed and i'm unable to add a new technician due to licensing . On logon we get error's about missing .png files we refresh and then servicedesk semi loads and then we refresh again and it loads ok. I get loading please wait (all the time) while in admin section and opening technician
Does ServiceDesk support Single Sign On?
Does Service support Single Sign On? How can I signle sign on ServiceDesk with CAS? CAS (Central Authentication Service): http://www.jasig.org/cas
How Can We pre-Install Remote Control Agent on PC's ?
Hi there, Is there a way to pre-install the remote control agent during PC deployment ? I want to connect automatically to the remote agent on the workstation without waiting for the installation process... I'm really looking forward to find out the answers.... Thanks.
Publishing Customer Portal
Has anyone had any luck publishing only the portal with isa? I have 7 published sites in isa - all went wihout a problem and work as expected from the internet. The customer portal how ever does not - 403 Error. I can publish the main interface just fine. Anybody run into this?
Mobile version of Servicedesk Plus?
I was just curious if there's any mobile version of SD+ coming out sometime? We use Blackberry Curves, and it would be nice to be able to update a request via our BB.
Notifications
What triggers the following item under notifications? Is it the SLA? "Alert group members by Email, when a request is left unpicked in a group " Thanks chuck
Slow performance SD 7.6 ?
Hello, If someone experience slow working SD 7.6 after upgrade?
Issue with multiple ManageEngine apps running simulateously
We have SDPlus, OpManager, and NetFlow Analyzer running on the same server. From a workstation, we have random symptoms, but always the same result of not being able to have more than one of the apps open at a time. We have tried this with the following browser versions: - IE6 - IE7 - IE8 - FireFox If we have SDPlus open in a browser, then open another browser windows to launch OpManager we encounter the following issues: - OpManager - Your session had been timed out for security reasons. Please
7.6 - Very slow to search a workstation
It spends a long time to search a workstation after upgrade to new version. During searching, the process mysqld-nt.exe always takes about 50% cpu utilization. Before I had met this problem, but it was solved by a service pack which I can't remember. Now the problem came back... It only happens when searching a workstation, not asset, request, etc.
Roles
Hello, I created a role for the technicians with all the appropriate permissions. When the technician logs in and tries to create a new ticket is throws up an error about not being within the scope. (see permissions assigned). When I log in as the adminstrator I notice that the request is in the system.
7.6 No Techs showing to assign tickets to...
Hello, After upgrading to 7.6 I am unable to assign tickets to techs. When I select the 'Technician' drop down box it is empty. If I try to change the 'Site' the requester is in (which should then change which techs are available for me to assign to the ticket) I still have no techs shown in the Technician field and also recieve the attached IE error- Note: I have tried this from multiple computers.
Requesters adding Attachments to existing requests
Hey Guys Just wondering if there was a way for Requesters to add attachments to existing Requests. At the moment I need to get them to email me the required Attachment and then edit and attach the document. It would be so much easier if the requester could do it them selves. any help would be much appreciated
FAILURE: There was an error trying to delete the task of preventive maintenance
FAILURE: There was an error trying to delete the task of preventive maintenance 1 Please report the problem to the administrator of the system, including the error code - 1,260,902,803,528.
Review Function in ServiceDesk
Hi, I would like to know if there is a send to review function in ServiceDesk. For instance, when a technician has accomplished the task or request we would like one of our staff or management to review the accomplished/completed task and having the other staff or management to verify that the ticket can be closed out. Thanks,
List of Issues that gets addressed in upcoming 7601 hotfix releases
Dear Users, Following are the list of issues that is getting addressed in the upcoming hotfix upgrade which is scheduled to release tentatively by early next week.Issues fixed in this Service Pack 1. SD-24232 : While saving the "Pass-through" authentication settings, we will try to create a Computer Account in the Active Directory based on the configurations. Currently if the Computer Account creation is through we will add the configured information into our database. Now it is modified in such
Software Installation Configuration Problem
I am currently testing Manage Engine 7.0.0 / desktop central with a view to purchase for 200 desktops. I have successfully used the product to install sw / rollout icons / copy files and am now trying to install an msi package with the command line c:\windows\system32\msiexec.exe /i \\servername\packages\cdacl\cda_setup.msi /quiet. When I run this command from a command line on a target pc it runs, adds a shortcut to all users desktop and adds the application to add / remove programs but when I
Email request date
Anyway to see when the email request was sent not when the request is created in SDP? I am on 7.6.0. Raphael
Node licenses
Nodes are listed as covering assests, but is that only scanned assets, or is that all assests both scanned and manually entered? If the later is there a way to get a full listing of every single asset?
http://forums.manageengine.com/#NewTopic
Hi! I am using the free version of SD7.6 and I enabled SSO. However, now I cannot login as the local technician account. (administrator). Without access to the local account - I am unable to use this product. Thanks! ~Namaste'
Error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password.
Hello! I am hoping that you can help me, I am trying to set up ME SD+, but I am getting the error: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. My details all appear ok! It is set to POP and port 110. You're help would be most appreciated!!! Kind Regards, Dayna
Technician drop down list is blank
I have a problem after upgrading to version 7600. A request comes in via email. I can assign a technician from the Assign menu item. If I edit the reuest, the technician will be blank. If I click on that field the technician drop down is empty. What is going on? How do I fix? --Patrick
login cache
We are trying to re-assign all users to their pc's due to a lot of moves/changes. Is there anyway of clearing the cached logins from previous scans.. (we run the scan in our login script)..
Closing a ticket from a template
I have a template that when used, closes the ticket when it is submitted. Is there anyway to have a set user for that ticket that all regular users could use or could not change?
Changing approval link
Hello, I need to change the approval link to display FQDN of the service desk website so users in other domains can access the site. What tabe is this information listed on?
Modifying product type generates "HTTP status 500-"
some of our printers were classified as workstations as during a recent scan. when I try to modify the product type I get a HTTP status 500- box pop up with a bunch of information on it. I have uploaded a snipet of the error message. The product is already defined in the products section and when I select it and hit apply this is what I get. This happens for ANY product I try to update or change. Thanks for your help.
Displaying Request Type
We are on 7.0.0 Build 7011. The SLA screen, Criteria section, refers to a Request Type field but this field does not appear on the Request Form and so it cannot be set. How can we get this to appear on the Request Form?
Next Page