Re : Best Upgrade Path
Hi, Please refer to the Migration path in the link below to upgrade from your current installation of Build 8116 http://www.manageengine.com/products/service-desk/migration-sequence.html Best regards...
View ArticleRe : Discrepancy in Assets Used and License
This doesn't answer my question. Why are the numbers different? Should the number of assets used be 669, instead of 739? I was told assets used is all assets either in use or in store. That number...
View ArticleCMDB Cleanup
We have 3 active ServicedDesk environments on site and one of them has a CMDB that has run away on us. We get a lot of errors from it and there are a lot of entries that need to be removed. One...
View ArticleRe : Discrepancy in Assets Used and License
Hi Kevin, We do not charge the Asset License based on the Asset State, (In Use, In Store, Expired, Disposed) are all Asset State. We will only charge the licenses based on the IT Assets that you add...
View ArticleReply Not populating To: field and e-mail alerts not working.
Just upgraded to the newest version. When replying to a ticket or a users appended message the To: field is not populating with the user's e-mail like it was before. If you manually enter the To:...
View ArticleRe : SLA Escalations not working
Hello, I'm having the same problem. My build is 9022. I checked and the Schedule 'SLAEscalationSchedule' is enabled. When creating the incident can see that the SLA is correct, however, given any...
View ArticleRe : Value '0' Set to Incident Additional Fields, Causing Request Closing...
I have attached some screenshots of the problem. I hope this helps. Also, I will mail the support about my contact. Thank you. Yuko
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Re : Incident Template for Requester Drag and Drop greyed out
I am unable to add fields to the Requester default template. If I remove the category options, there is no way to get them back later, by either the re-creating them or dragging and dropping them....
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Re : Incident Template for Requester Drag and Drop greyed out
This is an example of the category removed:
View ArticleRe : Value '0' Set to Incident Additional Fields, Causing Request Closing...
Hi, The problem was fairly simple. All our requests created by email do get '0' by default for those incident additional text PickList fields while requests created online do not have default values,...
View ArticleRe : After upgrading from 9017 to 9020 I get errors when logging in
That fixed it thanks!
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Approval is automatically furnished by system while creating any change request
Dear Team, This is just to inform you that, we are getting pre approval error while raising any change request. As approval is automatically furnished by system while creating any change request...
View ArticleRe : Value '0' Set to Incident Additional Fields, Causing Request Closing...
Hi Yukos, On testing this issue has been identified as a bug and we have planned to fix it in the product. Please make a note of the issue id for your reference and tracking, SDF-35383. Prem...
View ArticleRe : SLA Escalations not working
Hi arodrigues , Please provide me a screen-shot of the SLA that you have created? Was it working fine previously? Prem MServiceDesk Plus Support
View ArticleRe : File Attachments Not Found After Migration
Hi Steve, I apologize for the delay. Please execute the below query in the database and check if that resolves the issue. You may have to stop and start the application once. update sdeskattachment...
View ArticleRe : Approval is automatically furnished by system while creating any change...
Satyam, Please check the Change Type that you have chosen while creating the Change. Change Type Standard are pre-approved Changes. Regards, Priya Kumar SDP Support - FAQ ServiceDesk Plus - Help Desk...
View ArticleRe : Gmail Gencert issue
Are you able to telnet imap.gmail.com:993 from Servicedesk server? Please send me the screen shot of the same. Thanks & Regards, Priya Kumar SDP Support - FAQ ServiceDesk Plus - Help Desk Software...
View ArticleRe : Incident Template for Requester Drag and Drop greyed out
Click on Technician tab in Request template -->Drag and Drop the fields Category->Subcategory and item. Requester can see Subset of fields which technician can see. You cannot make a field...
View ArticleRe : Reply Not populating To: field and e-mail alerts not working.
If you have added Email address for Requester then the TO field will be filled by the requester email address when technician clicks on the Reply option. For email alerts not being sent out, recreate...
View ArticleRe : Incident Template for Requester Drag and Drop greyed out
Priya, The Technician tab had the Category. sub-category, item listed. I even tried removing them, saving, re-adding the cat. sub-cat, and item back to the technician. Save and re-configure...
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