Assign requests to groups
On the list view of requests there is a dropdown box of technicians which you can quickly assign requests (or group of requests) to by clicking on the assign button but I want to assign requests through to a group of technicians for one of them to pick up. The way I have to do this is by clicking on each request seperately and the assign option on this screen then gives option to assign to tech or group or both! Is there any way the groups can be added to a section at the bottom of the dropdown
Unable to remote to workstations
There are some workstations that Manage Engine can't remote to, the error we receive is: Failure: Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,241,192,567,703. The workstations don't have a firewall enabled.
Group notifications
I have group notifications turned on to let a group know when a new ticket has been assigned to it. I have found that this notification is also triggered if a group member assigns a ticket to the group and themselves as technician. As a work around, I've turned group notification off and simply enabled the notification that is fired when a ticket is left unpicked. Is there an easier way to do this? I feel like I am missing something.
Trick to Scanning Windows 2008
I keep getting the error about dcom not being enabled when trying to scan windows 2008 hosts. I have ensured that dcom is configured as suggested in the troubleshooting page, i have also ensured that the wmi service is running. The firewall is not enabled and the scanning account is a domain admin member. Im sure I am missing something simple but not sure what. Thanks
Cant close/edit/add/assign to another tech on 1 log
Hi there I have a log that I need to close, but when I click on close, it takes forever then eventually brings me into the edit call screen. I try to close it here & it fails again. I cant assign it to another technician, no other technician can close the call or edit it in any other way. Its extremely frustrating.... Can anyone help? Cheers.
Change $ApprovalLink value
We just upgraded to Enterprise from Professional and installed on a new server. When I do a "Send for Recommendation" the $ApprovalLink field has our old server name in it instead of the new and the link does not work. Where do I change this? Thanks Chuck
change calendar
Hi i want tocustomize calndar (such as change default calendar, color and etc) how can i do this. please help me
AMT support?
Any plans to add in Intel AMT capabilities? -Greg
Email is not being fetched
Hello, Unknown to me for about a week, none of the emails going to our support address are being fetched by SD+. I am not 100% sure but it seems to have coincided with a SP1 install on our Exchange 2007 box. This SP1 install failed and caused some grief but was rectified. However, in the meantime it has broke the fetching for SD+. I am getting the following message when I try to make any changes to the Mail Server settings: FAILURE :Email Settings saved successfully. But error occured while trying
Stop unattached laptops from a "failed" scan?
Sorry if this question has been asked and answered in a different way, but how does one prevent unattached laptops ( I have some that don't connect to the network for months) from being "failed" during a scheduled scan? Basically I am looking to say don't scan for these systems, but leave them in the list of "scanned" workstations.
Entering Maintenance Cost on a Contract
When creating a new contract, you have to enter in the Maintenance Cost of the contract. How do you specify if this cost is per month, quarter, year, etc? We pay our contracts at different times, so I must be able to differentiate when each one needs to be paid. What about adding a drop-down box?
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
When reply to amessge, the chain of messages below get squeezed to one big text.
When we reply to a message in Service Plus 7.5, all the chain of emails below will squeeze to one big text below, so that no one can understand what is the chain of emails are.
High cpu and memory usage under asset audit history
I'm running servicedesk 7506 and the java vm gets stuck around 80 percent cpu usage attempting to generate an asset change audit. (click on the "assets" tab and the spinning progress icon sits forever. I'm thinking there might be race condition or otherwise causing this problem. Can you please advise?
Category Technicians... how to change?
Can the default technician for a Category be changed? It appears that this is not possible without creating a new Category, but that doesn't make sense.
Mysql-nt.exe keeps crashing
Hello All, SDP Version : 7.0.0 Build 7015 mysql-nt.exe on our SDP server keeps crashing today with this error code Faulting application mysqld-nt.exe, version 0.0.0.0, faulting module mysqld-nt.exe, version 0.0.0.0, fault address 0x0019858a. This is what i see when i look at serverout.txt file. I've noticed the error below. I'm also attaching a support file for further help. [14:53:24:609]|[04-30-2009]|[com.adventnet.servicedesk.query.util.HdSelectQueryUtil]|[INFO]|[30]|: view Name is : MyOpen_Or_Unassigned|
Notification Rule for Task being closed not sending
I have my notification rules set so that when an associated task is closed that it notifies the requester. They are not getting the emails saying the tasks are closed though. When the request is closed they get that one but not for the task.
Setting - Service Desk as the default Forum when logging in.
Anyone have any idea on how to do this. It's very annoying that have the page load at "All Forums" tab Thanks E
Editing tickets
When I (or anyone for that matter) am in a ticket, is there a way to stop another person from editing? A few times I have been in and gone to close down a ticket that I know is completed, but it can be opened while I am in it and is assigned to other people...!! Is there a way to make tickets read-only? Is this planned at any of the updates?
Linux Workstation Scan
What are the permissions needed for the user account scanning the Linux workstations?
MS SQL - ReinitializeDB??
Is there a version of ReinitializeDB for MS SQL? The version delivered with ServiceDesk is for MySQL.
ReinitializeDB.bat - - for MS SQL Server?
It appears that ReinitializeDB.bat is intended for a MySQL environment. We use SQL Server. Is there a different version of ReinitializeDB.bat to reset a SQL Server environment? We have been testing with ServiceDesk Plus for a few weeks, but now need to use it in a "live" environment, so we want to erase all old data.
Technicians fired
If we remove a technician, how will we then be able to access their closed tickets?
Auto-Assign tickets
For some reason when tickets come in through email they are coming in as unassigned. How can I make it assign someone automatically? This works from the web, but for some reason not through email.
High memory Utilization and many Process java.exe and cdm.exe
HI, I'm using SD 7. (build 7504) and I have some problems witch this two process (java.exe and cmd.exe). This process are running for more of 30 times each and use allmy server memory. How i can solve this issue?. Best regards, Pablo Vicencio.
Removing old users
Just wondering if you have users that no longer work at your company if you can remove them without messing up references to them in requests?
Change Management Calendar
I want to enter a change that may take place every {thursday} for a period of time. When I put the change in starting with the first day and ending on the last day, the change gets bannered across the calendar and doesn't show just on {thursday}. Is there a setting or an enhancement that will put the change occuring on the particular day {of the week} that it's supposed to occur on?
Multiple Tickets are Generated for 1 email fetched
Hi, I'm Running SD+ 7022 on MSSQL, and use mail fetching for incoming emails that get converted to tickets by SD. A few months ago i noticed that for every email that was sent in, SD generates at least 5 tickets with different ticket ID's for each. I Urgently need some assistance and would like to know why this is happening. Thanks
Close Request for ever???
Hi There! I Have a question concerning the Requests Statuses. I know that, by default, there is the ability for the requester to Re-Open a Closed Ticket. But based on my experience many requesters tend to re-open a closed ticket after a very long time because they faced the same problem. So instead of creating a new one, they prefer to re-open a closed one to buy some time. My question is the following: Can we close a service request ticket once and for ever??? Thank you in Advance George
Cannot access the website of SD
Dear all, I have problems accessing the website. In the beginning everything was working well. After running some report, the website "crashed" and was not available. Restarting the server and SQL server did not help. Can you please help me out? Thanks.
Requests
Im new to this program. How do I view all my technicians calls. Open and closed. Seems like whatever option I choose i can only see my calls. Thanks marco
"ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist." Help!!!!
Hello, i'm from Argentina. I have a problem, when i scan a pc with Windows XP sp2 with Service Desk Software, this fail with the follow error: "ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist." If i disable the windows firewall, the scan is successful but i don't want disable by obviously secutrity problems. I was read some information about DCOM configuration but i don't make it work. Please, i need your help. Thanks.
Notification Issues
Hi, I have set SerivceDesk Plus to send particular technicians to receive notifications on any changes made to the domain scan, which runs on a daily basis. I know changes have been made as it is being shown in the Audit trial tab, but for some reason emails are no longer being sent out. The email side on things is probably the biggest area of concern. We are also not receiving emails for contract notifications. All of which can be sent manually. We are using SDP V7.18 Help is appreciated Sharlene
Network File Links in Solutions
I want to be able to put a link to a file on a network share in my solutions. \\apollo\it\Software\Backup Exec 12.5\BEWS 12 English Documentation The link above was posted directly from a solution. As you can see it creates a file link out of everything up to the first space it encounters. It does this automatically. I have found no way to either turn off the automatic creation of the link or to expand it to cover the whole line correctly. Any suggestions?
Database problems after upgrade!
Installed latest service pack (7500.06.0) and now server want run. I had a look at changedbserver and connection is fine BUT when I hit save I get the following error: "You cannot configure this database server because the database server is compatible to 7502 and now you are installed NA. PLease install the build 7502 and then upgrade to NA" !!! Please help urgent servicedesk is down! Cheers
upgrade help
Hello, I'm trying to set up my test site but am getting the following error when using the changedbserver.bat. I want to test the upgrade to 7505 before applying it to the live site. "You cannot configure this database server because the database server is compatible to build 7504 and now you are installed NA build. Please install the build 7504 and then upgrade to NA." My test site is already at 7504. I've setup a database copy of the live system (also at 7504) which i'm trying to point to. Any
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