How to set urgency and priority to Normal for request mode = Email
Dear All, When request mode = email, I would automatically set value to Urgency and Priority field to "NORMAL" .. how to do this? please help Thanks & Regards Winanjaya
requester to technician function
I need to utilize the requester to technician function and since we updated to 7.5 it seems to be broke? I also can't edit a technician ie: change groups....when I hit save there is nor error nor does it save when I hit save. Please help..... we are using active Directory authentication. thanks
Dear Advent Engineers
I would like to ask about is there any thing in your software working on PMO like ITIL you have service desck but we need one to apply the PMO in the orgenization is there is any thing like this its urgent please... Alaa Saeed
Calandar, Asset Checkout, and Technician Profiles
I am very impressed with the Service Desk product and am in the process of previewing it to the LAN shop in preparation for purchase. The Active Directory Hotfix was right on target. Some features that would be of tremendous benefit to my organization would be an integrated calendar to schedule tasks and projects, an asset reservation/checkout for items such as Laptops, and the ability to enter technician profiles so that tickets could be automatically targeted to the appropriate person(s) automatically.
Database schema ?
I've see many posts where people ask what table holds this or that and what the links between the tables are. Has any thought been given to posting the database schema with some info of the most common database questions?
Requester to technician function
We recently upgraded from 7022 to 7.5 build 7509 and I can not change a requester to a technician. we are using Active Directory Authenticaton.... We have done the suggestions mentioned in:http://forums.manageengine.com/#topic/49000003514442 which suggested deleting the records in the table: aaaaccsession
Response timings
I want to know how to calculate response timings. I am assuming: created date = time ticket was log; responded date = time it was first updated (ticket assigned/updated for the 1st time). But i noticed whenever i created a ticket, my created date is equal to responded date. Please help! Thank you for your help in advance really :)
Modify Settings in SQL Database
All, We have a test SD Plus installation which is an exact mirror of our production environment. We export the SQL 2008 to a .bak file and import it just fine. Before we start the SD service though, I would like to make a few modifications to the database so that alerts and notifications are not being sent out to people. For example, Scheduled PM tasks that were sitting in the queue would get sent out as soon as we turn the test environment on and that is confusing Here is what we would like
Timer for "Yet to be picked from group"
Hello If a request is created and nobody assigns to it there is a remider sent out. Can i change the time before the reminder gets sent? Think it´s about one minute now and that doesn't help alot.
AdventNet ManageEngine ServiceDesk Plus issue
hi i have install trailed version "AdventNet ManageEngine ServiceDesk Plus" on below configuration Windows 2003 enterprise server on this server IIS server running with existing sites. after installation of "AdventNet ManageEngine ServiceDesk Plus" it not working. when i connect to http://localhost:8080 it's not showing "AdventNet ManageEngine ServiceDesk Plus" home page kindly revert back on this Rg. Shailesh
Information Required
Hi All, We are currently looking at an alternative product for our current service desk application. Service desk plus seem to cater to our business requirements.From experience we ran into many technical issues ( that couldnot be solved by vendor) after our current product was implemented in the organizaion. Hence can you provide me with your feedback on this product for better evaluation. Thanks in advance. Greg.
Adding cost details in to the asset report.
Hi I want a report where i can include the cost along with the other asset details. For eg. along with the report computers by domain.
Admin reports
Hello, I am looking to create a two reports for internal auditing of ServiceDesk access. Having trouble doing this through the GUI report creator. 1. A report detailing "role" access to the system. Who is an Admin, Technician, etc. 2. A report detailing all groups and their members. Has anyone created such reports and have an MSSQL query to share? I would suggest these types of reports be included as canned reports. Many thanks, Shawn
Service Survey and Satisfaction Score reporting
On the survey, when a user completes the survey the system shows a satisafaction score, however this score does not seem to be reflected in any survey report and manual calculation of the users satisfaction istime consuming. Is there any way to automatically get the scores in a report?
Last updade report
I need a report that shows how many days it has been since either the worklog or conversation was updated by one of my technicians in requests which are not resolved or closed. Is that possible?
How long should a 7022 to 7500 update take?
We have tried this update several times over the past few months without any sucess at all. The AdventNet Update Manager has been sitting with the picture of the package, the flying bit of paper, and the PC now for about 1 hour. We assume something has gone wrong (yet again)? How long should it take to update? We previously logged this issue with Support who requested that they do the upgrade for us which would mean our system being down while they did it. Not really something I want to do. I am
Problem when assigning assets to a user
Hi, I have a problem while scanning and assign assets to a user. here are the description: 1. I make individual scan of a machine (m1). 2. I Assign the machine (m1) to the user (u1) 3. I make individual scan of a workstation (m2) 4. The system says me that m2 is assign to u1 5. I replace u1 for u2, in m2 6. m1 is deleted from the system 7. I come back to repeat the operation to workstation m3 8. the system says me that m3 is attributed to u2 9. the situation happens again for all the workstations
Asset filter
I'd like to add filters to the Assets/Workstations page, currently there's just; All Workstations Desktops Laptops I'd like to add; Servers Plus it would be very nice to be able to filter specific sites, so I can see all PC's for a jobsite. Any advice on how to do this?
Problem with Assets tab
When I click on Assets tab, ServiceDesk hangs. What can I do to troubleshoot?
Jun-Villanueva
How to Adjust Request Ticket Number sequence to my old sequence of Data ticket.
Conversation history extraction
Can anyone tell me which table the data for the email history of an incident is kept in? I need to create a report which details the basic call details and it's email history and can't find this data anywhere.
DK Keyboard layout vs. modern at (@)
We use the SDP with Danish users, and Danish keyboard layout. When users write in the requests Body field they cannot write a @, with DK layout (Alt Gr + 2). Instead the text in the line resizes and goes bold. Can you make a fix for this, please asap ?
reset request counter
it's possible to reset the request counter in service desk? thanks
Alert trigger to different e-mail addresses on different severity levels?
img{ *width:700px; max-width:700px; } Hi. It's been a while since I was in here actually working on this thing. Hopefully I haven't already asked this question....sorry if it's a repeat. Is there any way to configure notifications in SDP so that I will get an e-mail message sent to one e-mail address (let's say 123@dddd.com) for lower priority issues, and then get a message sent to a different address (let's say 44556@dddd.com) for higher level priority issues?
Where is IP address information stored in ServiceDeskPlus database?
I have been exploring the ServiceDeskPlus database schema looking for the tables where asset information is stored. The Resources and Component tables seem to be where most of the information that I am going to need to access lives and I continue to explore them. One hopefully simple question... Can anyone point me to places where IP address information is stored in the schema? Thanks in advance for any assistance.
Moving users/assets to a new server.
How to I update old tickets to reflect this new site? Is there a script that can be used to do this?
ServiceDesk Plus MSP Edition
Hello Forum Team of ManageEngine, I tested ServiceDesk Plus MSP Edition, and the ServiceDesk Plus Professional, Both seems to be the same in slight things, where is the greatest difference is that the MSP edition is for IT Supporting Companies to logged incidents from their clients. Can someone please to be so kind to provide some more insight on the MSP version What's the expected date to be out of beta? What editions would there be? Free, Pro, Ent. What would be the difference in features between
java.exe utilizing 100% of CPU
Hi. I'm running ServiceDesk Plus Enterprise version 7.5.0 Build 7508 with MSSQL 2008 as backend. The ServceDesk crash on random occations, and the reason seems to be that the process java.exe is utilizing 100% of the CPU constant. I've read a couple of entries regarding this here in the forum, but these seems to be old 'tweaks' - it dosent solve my issue. Please help me :) The default wrapper.config is this: # Java Additional Parameters wrapper.java.additional.1=-server wrapper.java.additional.2=-Dprogram.name=run.sh
Worst Technical Support EVER!
Let me start by saying this product isn't bad. But the Outsourced (Indian) Technical Support is the worst support I have EVER dealt with. We are looking at using the product for our help desk. Although the software looks pretty good. We have spent weeks trying to get basic questions answered by the india-based support representatives. I have had half a dozen IT staff fail to give myself and my fellow workers, basic answers to simple questions. Some of which included: Can we integrate our own MYSQL
Intergration with Exchange 2003/2007
It would be brilliant if service desk could check mail from and exchange mailbox as opposed to a POP mailbox.
how to integrate SDP with other system in user authentication and single sign on
Dear support: we are currently using SDP 7020, now we would like to integrate SDP with our OA system which is used everyday , so our users does not need to log on SDP separately. btw, we do not use microsoft domain. The OA system stores all of our user info , login name and passwords etc. its database is MSSQL that we can access its user table if needed. so is there any method we can do this? any open APIs ? or any steps currently available? Does SDP7.5 have this ability? if yes, how ? so we
restoredata issue
I am trying to move ServiceDesk plus from one server to another. I keep getting the error below. I have tried multiple backup files and make sure the configs were the same. The only difference is the new server has the install on the D drive and the old server had the install on C:. D:\AdventNet\ME\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
Resrict the task?
Hi I want to restrict the task to the technician and requester only. Please advise how can i configure the same.
ServiceDesk needs the In-Reply-To-Feature in mail headers to allocate an reply to the right ticket
Hello, we use a Mailsystem (Kerio Mailserver) which does not use the "In-Reply-To" in its mail headers when you send a reply to a mail. For this reason ServiceDesk creats new tickets when someone replies to a mail a technican send him oder her instead of allocating this reply to the right ticket. I´ve read about that here: http://forums.manageengine.com/#topic/49000003377088 Seems not to be possible to assure Kerio to use the In-Reply-TO in its mail headers. Is it posssible to prompt ServiceDesk
Spam filter
What happens to the email that matches the spam filter? I want to stop some messages being converted to requests but I still need to read them. Regards Gavin
/@@@@@ No MC Name @@@@ : Problem while discovering the workstation.
We have a new batch of Dell Latitude E4200 laptops that we are trying to add to SD+ Asset Inventory. The error "/@@@@@ No MC Name @@@@ : Problem while discovering the workstation." is displayed in the System Log Viewer for each time we run a local scan (using the vbs script on the local machine or try and import the resulting XML manually). If the machine is scanned directly from SD+ then it works - however we MUST use the vbs script as these laptops will be living offsite 100% of the time and the
Local asset scan in Servicedesk plus 7509 fails on snmp enabled server
I have attempted to san several snmp enabled systems and have failed, this includes several switches and linux servers. Interestingly enough the CISCO switch on our network does scan correctly, please tell me your software doesn't care what kind of device it finds?
Workstation scan
Hello, I have version 7.5 I cant scan workstations with XP firewall up. I get de following message"Error : No response received from workstation. Probably the workstation might be switched off or does not exist." What can i do? Regards,
Asset scanning
I cant scan notebook with XP firewall UP. I got de following mesage "Error : No response received from workstation. Probably the workstation might be switched off or does not exist" What can I do? Thanks,
Problem with mail
We are using service desk plus and have had no problem getting our mail. Out of the ble the fetching of mail just stopped. In the admin section where we configure the email everything looks ok, and the mail fetching is running, but it sais that last time it tried to get a mail was thu sep 03 and the time. I have started and stopped the mail fetching but for no use. Anybody who have any good idea why it just stopps and can i force it to fetch mail? Kristin
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