Editing a note displays a different note
Has anyone else had/seen the case where you click on edit next to a note and it provides a completely different note to edit, sometimes from a different request all together? We have a user that is seeing it sporadically.
Auto Authentication Intermittent Issues
All users are intermittently being prompted for their network credentials when accessing SDP 7603. Sometimes they are able to auto authenticate and sometimes they are prompted for their credentials. The system autenticates about 85% of the time. The rest of the time users either have to log in with their credentials or close all browser windows and reopen SDP. Sometimes, a user will have more than one IE window open and closing all the IE windows will allow the user to auto authenticate. Other times,
Descriptions and resolutions disappear when saving or closing
I have had many users complain and experienced the problem myself where a description or a resolution disappears when saving or closing a request. I am on 7603 but have had the issue on previous versions. The issue seems to happen more frequently since upgrading to 7600. Has anyone else had this issue?
Business Rule "Change Satus to Closed" -doesn't work
Hi, I recently updated SD+ 7514 to 7602. I had Business Rules that ware set to Change status to Closed automatically. They ware working OK before the update. After the update, I can't succesfully set the status to Closed with Business Rules. Can anybody tell me if this is a feature change or another bug? Regards /lakend
Unable to restore data - 7603
Taken a full backup in 7603, then taken to another machine to test it. Problem is the restore fails as below: ====================QUERY = INSERT INTO HolidayDefinition (HOLIDAYDEFINITIONID,H OLIDAYDATE,DESCRIPTION,SITEID,ISRECURRING) VALUESnull java.sql.BatchUpdateException: Data truncation at net.sourceforge.jtds.jdbc.JtdsStatement.executeBatch(JtdsStatement.ja va:901) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreTableData(Rest oreSDBackup.java:404) at com.adventnet.servicedesk.tools.RestoreSDBackup.restoreDatabase(Resto
Can't update status or technician via the ServiceDesk API
Hi, I've created a Perl script to update ServiceDesk requests via the API. I want to change the technician, set the status to 'on hold' and add a resolution. Adding the resolution works fine but if I try to change the technician or the status I get an XML response with 'Success' in the operationstatus but the change hasn't been executed. For the technician I have tried sending their name, their email, their username and both their username and email at the same time but none of them work. Below are
Insert from a hyperlink to a document
I need to know how to insert a hyperlink to a document on a new request.
upgrade from SDP 6 to SDP 7 - procedure
hi, we are planning for upgrading SDP 6 to SDP 7 do we have any upgrade package or install SDP 7 on SDP 6 any other things to consider while upgrading, more info Pls advice.
error in log does not make sense
When looking at the log viewer I see a number of entries showing : search key: mac module: solutions type: error My question is why is this showing as an error? When someone searches any term in our solutions module it is showing as an error in the log view even when there was no error (ie there were solutions matching the term).
SLA escalation and notification
Hi, I was wondering if anyone knew a way of achieving the following... 1. All new requests automatically goes into the Level 1/2 queue with a 45 minute resolution SLA and automatically gets assigned to a Level 1/2 technician 2. If SLA is violated then notify whoever 3. Technician in Level 1/2 queue then assigns the request to Level 3, which then notifies the Level 3 technicians and resets the assigned technician to unassigned 4. Level 3 technicians pickup the requests and assign Impact and Urgency
software tracking-how are you using this?
We do not scan individual workstations here but we do supply software licenses. Does anyone use the software tracking ability of SDP without the scan? I am trying to figure out if this will work for us and would be interesting in hearing your experiences. Thanks!
Software Changes Audit Report
Hi Is it possible to get a report that tells me what software was installed or removed during the last 12 months. Regards Mike
Two Awards. We’re Flattered. Thanks!
We are happy to share this news with you. ManageEngine ServiceDesk Plus has won two awards this year, Winner in Network Products Guide Product Innovation - IT Infrastructure Awards 2010 and runner in Windowsnetworking.com Reader's choice Award-2010 . We would like to extend our gratitude to all our customers who voted for us. Thanks for making us the “The Winners”. Let’s bring home more awards together this year. For all those who love ServiceDesk Plus, you can now follow us in twitter @ http://twitter.com/SDPtweets
Reporting on Change Management Assets
Hello, I am testing out the demo of the enterprise edition and I see nothing in reporting that relates to "Assets Involved." If auditors come to me and say, "Show us all changes that have been made to ServerXYZ," how am I supposed to pull up a report of all tickets/changes for that asset? Thanks, Justin
Email Attachments requesting a login
Good Morning, When a user recieves an email from the Service Desk that contains attachments (such as jpegs, bmps), it requests a login upon opening the email. How can get this to dislpay the attachments without requesting a login? This is how it appears at the source level <IMG alt="Picture (Device Independent Bitmap)" src="http://helpdesk/Untitled%20Attachment" NOSEND="1"> Regards Richard
Error Code - 1,264,040,884,085
While trying to save new outgoing email settings, I am getting the above error. Any ideas?
Ability to override work log requirements when closing tickets by closing a problem
When multiple tickets are associated to a problem and the problem is closed you have the ability to close all associated tickets. If the case closing requirements require that a work log entry is added, the request will not close. It would be nice to have the ability to over ride that requirement if a work log is added to the problem.
New Request Template - No email
I'm having the following problem: First, email has been working and continues to work except for: - I created a new request template. I added a variety of fields that we require for a new hire. I saved this, tweaked it until I was satisfied with the layout, then submitted a Request using the new template. Here's what happened: - A request was placed in Servicedesk - An email was received by me stating the request was logged and the id # - A second email was received based on a Business Rule.
Pre-populating Requester Details
So I'm configuring ServiceDesk Plus as a call tracking system for my company's HR benefits help desk, and I was wondering if it was possible to import more fields from Active Directory into the Requester Details section of the form. I would like these fields to pre-populate upon selecting a requester from AD. Thanks!
Unable to reply to a request containing an E-Mail address starting with an underscore.
When trying to reply to a request where the 'To' or 'CC' fields contain an E-Mail address starting with an underscore the following message is returned and the reply isn't sent. Message from webpage Please enter propper E-Mail ID: __email@domain.com I assume this has been caused by some field validation which was introduced during a recent upgrade. Unfortunately this is quite an annoying issue as the mailbox which receives E-Mail requests starts with 2 underscores. ServiceDesk Plus version 7.6.0
Can I report on Requests and have Work Log time and Request Type
Hi, I'd like to analyse the work log time techicians are logging against different categories of requests, and request types. Reports based on Requests don't have the 'Time Elapsed' field available for including in the report, and the 'Request Timespent Reports' don't have the 'Request Type' field available for including in reports. Is it possible to have both Time Elapsed and Request Type as available fields in one or both Report areas please? Thanks, Rich
LAPOSTE FRANCE : To improve the seizure of a site
To improve the seizure of a site: When we have a lot of sites, the selection of the site must be feasible after a search or after we have seizure the first characters of the names sites. Please The same fonction like requester will be a suitable solution
LAPOSTE FRANCE : Importation of sites in mass
The installation of an importation of site in application SD, similar to importation CSV for the applicants. This development should not be specific to the Post office but belong integral part to the software package. The functionality of integration of the sites in mass must be automatizable in order to set up an interface and must be usable via the API ones This functionality must integrate information concerning the sites of the Post office, potentially 17000 can be selected during the creation
LAPOSTE FRANCE : To add fields of the site in a model of request
For us it's very important to add fileds of the site in a model of request. So if we have in the request the fiels adress, description,etc,.. One can print the request and utilize an external person or sociéty receiving benefits who does not have access to our resourcefulness information It ' s very important to intervene an external company
Members of SDAdmin unable to approve their own Solutions
I have just noticed an issue where members of the SDAdmin roll are unable to approve their own Solutions but can approve other users Solutions without any issues. This is annoying as all I approve all the solutions for QA but I also submit my own and having to grant another rights just to approve my solutions is not really an option. ServiceDesk Plus version 7.6.0 Build 7604
Service Desk Plus EE Product Activation
Hi, we just bought a license for SDP EE, we got an email with our "customer details" but no licence numbers or related files. How do we activate?? Thank you, Vince.
SD 7.6 vs OpManager
Hi! Don't know where to post, but as I think the problem is related to these thread: http://forums.manageengine.com/topic/sdp-7-6-enable-quot%3bpass-through-quot%3b-authentication I will post in SD+ forum: When i installed opmanager and SD+ half a year ago the integration worked like a charm: i created "local" user (technician) in SD+ users base (all other users were AD imported), i specified this user in OpManager integration settings - and voila - they are integrated. SD+ was 7.0 something with
Hotfix 7604 over 7600 Released
Dear Users, A hotfix to build 7600 has been released. The service pack (7604) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7604 addresses the following Enhancements and Issue fixes. Enhancements in 7604 (Released on: 12 February, 2010) SDF-25908 : Auto Assigning of technicians to the requests in a round robin manner. Technician Auto Assignment can be enabled/disabled by a configuration setting under Admin -> HelpDeskCustomizer->
Assets - Advanced Filter
When I navigate to assets, click on Advanced filter and specify a computer name and then click Filter: Nothing happens... Does anyone have this issue? Our Version : 7.6.0 Build 7604
SD+ does not import current OU structure and relationships
Hi, Running SD+ 7.5.0 build 7504. When I import OU's from AD I am not seeing my current OU structure in AD but rather as it was when we first started up SD+. Anyone having similar?
V8.0 - Alpha & Beta interest
With a potential Q2 release of V8.0 when will you be able to open this out for interested parties to get thier hands on it and start giving feedback and testing. With standard non disclosures etc and not using in production. Seems to be some new direction in it, so likely to get some interesting feedback but hopefully get things sorted that might cause issues for users migrating out of the way ( like the sites stuff that were an issue for some going to V7.5 stage ) Look forward to it. Regards, Andy
Bug With Safari Browser
1. Goto the online demo 2. Log in as a technician 3. Select Open Requests 4. Click on any of the requests 5. Click �Enter Resolution� With Safari, I am unable to type in the Text Box. I tested with Firefox on the same machine and it works fine. We are currently demo'ing your product. Most of our end users are running Mac OSX 10.3 and 10.4 with only Safari installed.
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
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