can not view attachments in incidents
From time to time, when I need to view attachments incident shows me the next window Download failed with error -200. The document has no problem being uploaded, the problem occurs when it needs to view the document. Servicedesk 11. Thanks Eduardo
Problem upgrading from 7018 to 7021
When I ran the upgrade it changed my secondary technician to the default technician and my default (admin) tech was made secondary and then locked out. I was able to delete that tech and add myself back in but I am still the secondary (the one that is deleteable) and my asst is now the default. ( The one that is not deletable) Hoe do I correct this problem?
Software Licensing - Assign SW to unscanned PC?
I have a couple of users who have had software purchased for them for their home PC, these PCs are not scanned and never will be. I have manually created their asset, but now need to manually input the software for auditing. Is there a way to do this through the front-end? Thanks Anthony
Survey Overview Report showing Error
Uses this query: SELECT wo.TITLE "Request Title",aau.FIRST_NAME "Requester", DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i')"Request Created Time",ti.FIRST_NAME "Technician",DATE_FORMAT(FROM_UNIXTIME(wo.COMPLETEDTIME/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt spre ON spr.SURVEYID=spre.SURVEYID LEFT JOIN SurveyDetails sdt ON spre.SURVEYID=sdt.SURVEYID LEFT JOIN SurveyAnswers sadt ON sdt.SURANSID=sadt.SURANSID
64k email body size limitation
I realize I may have missed this somewhere in the forum, however, since the upgrade to 7011 we have many requests with email conversations where the body of the emial is converted to an html attachment and cannot be seen within the ticket itself. this is something that we need turned off as most of our support requires the full email chain to be included in the responses and we are often times working with an outside vendor that doesnt have access to the system. is there a setting somewhere or a
Import from AD not working
HI, I'm trialing 7.5 and when I try to import from AD to and a pop-up appears to select the OUs I get an UNDEFINED error. I'm running AD 2008. Can you please help? Regards,
Requestors able to close own requests
Is it possible to have requestors close their own requests? We have users asking for this ability. It would need to be communicated to technicians in a workflow procedure, but requestors would like to have this ability. Cheers, Tim
business rules
Hi, in my scenario i have several SMTP addresses on mailbox. I want to assign ticket to different group based on smtp To field. I tried to do it through business rules with no success. Please help. Thank you,
Is there an easy way to stop and start the clock?
Does ServiceDesk Plus give you the ability to start and stop the clock once a ticket is opened? We have a customer whose SLA requires us to respond to any issues and start action within 4 hours from the time the ticket is created. But if we have to call the customer and they don't reply we want to halt the clock and start it up again when they reply. So in theory it may take 24 hours of a wall clock time to get the response but leass then 4 actual hours for us to respond to the customer. Does ServiceDesk
Archiving Old Requests
Is there any way to archive old requests from within Service Desk + or do we have to use SQL to archive the requests within a given time frame? Any assistance would be appreciated. Regards
Templates inside the Description Field
I need to make different templates based on what the end user is requesting. I would prefer to perform this via the request template but that doesnt allow for us to have certain fields showing for certain request types. IN that case I have made HTML templates in the Description field per template type. This sorta works ok, but is very buggy when getting emails from SD or when end users use Firefox. How is everyone else doing this ?
ServiceDesk Plus Backup Problem
Hi, I'm having a problem with the backup feature in the Administration Tab, I have the database and Attachment checked and the size of the backup is too small, to have the attachments included in the backup. I am on version 7.0.0 Build 7018 Is there any issues in regards to this? Thanks
ID numbers jumping
Ok got a problem the support people don't seem to want or be able to help with over the last couple of weeks the ID numbers of a call raised have jumped by a still amount some have been by 200 i.e call raised ID assigned 200 next call raised sometimes minutes later id assigned 400. the support desk keeps sending me some sql to run and asks for the results select * from workorder_threaded where thd_woid>7234 i send the results and i get told the call has been merged with another call int his case
Roadmap Idea's - AdventNet, how do you handle osuggestions ?
Hello, I have suggested several additions to service desk, and have been told to add these to the Roadmap Idea suggestion page. http://roadmap.manageengine.com A lot of Roadmap Ideas have had many votes, and I have also voted on many other very good suggestions. Please tell us what is your procedure for dealing with our suggestions ? I get the feeling a lot of good old suggestions have been overlooked. Many of the suggestions in the Roadmap Idea's are very good, and simple, and still not implemented
Huge log file HELP
Hoping someone can point me to where I need to reduce the size of my log file on database server, currently is 31GB, and ultimately how to better manage, for example how to set auto deletion after 1 week or 2 weeks or some such? The file on db server is called servicedesk_log.LDF, I assume this is for SD+ I am sure I have seen in app previously where I could delete log, but for the life of me and being Monday morning can not see it? Hope help is near
Please fill the following fields -requestType ??????
Hi there, I would like to close a ticket, but it always prompts me to fill in -request Type. Every single field is filled in, and I also changed the closing rools that no field at all needs to be filled in. Even mandatory fields were reduced to a minimun and double checked that they are filled in. I cannot find such a field called -requestType. Please help, Florian
Problem with time recorded in the Due By field
When the users generate a new request the time for the "due by" field is different to the system time.
Mail fetching
Hi, I am evalution the Enterprise version of SD, i wanted to understand that the mail fetching feature of SD means the email send to helpdesk@mydomain.com will get conversted in to request automaticaly by SD and will be get added in to request list. Can you confirm my understaing is correct? if yes, then can you let me know exact step for same and how to test it? Thnaks, Vipul.
Fetching tickets with incoming emails
I have tired to set the system up for fetching. THe out going email works with using helpdesk and the email. But when I trying for the incoming, I put the helpdesk email in and the user and ow for email exchange. But it grab everything but the emails going to helpdesk@ And also when I try a different login and pw I get 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.
Business Rules and additional fields of the request
The request to make change to the future release. In Business Rules is not present an opportunity to use additional fields of the request. It would be desirable to have an opportunity at receipt of the new request, to to establish necessary item of an additional field
MSSQL Transaction log
I am using ServiceDesk 7021 with MSSQL as the database hosted on a seperate server. Could someone tell me if I move the transaction log to a different directory on the MSSQL server will this have an impact when I run a future upgrade to Servicedesk. thanks
Custom Reports
Hi all, I need to create a Custom Report to show the following on a weekly basis: 1] Number of open calls at the start of week 2] Number of new calls logged during the week 3] Number of calls closed during the week 3] Number of open calls at the end of the week I've tried modifying the existing "Report on Problems by Status", but can't seem to find fields to report on Total Calls open at the start and end of the week. How would I go about getting values for these fields?
SD+ bug in Firefox
Here's an interesting bug, which I finally decided annoyed me enough to report (it's very minor). It appears to occur only in Firefox, not IE6 or IE7, but it happens in Firefox on both XP and Vista. What happens is that when the requester list is displayed in the Admin section, the page instantly scrolls itself to the bottom while loading. It's easy to replicate. Just open SD+, click the Admin tab, and click Requesters. As the list loads, the scroll bar on the page suddenly snaps to the very bottom
adding a signature to outgoing email
Hi Is it possible to add a signature to a reply email sent from service desk Thanks Paul
delete removed category
I have been tidying our categories and sub cats up but when i dlete them they don't get removed they just go grey i don't want them left grey as i have moved the category somewhere else. how do i permemantly remove these categories?
Service Desk - Change Managment - Multiple CABs
Within Service Desk Plus (build 7017) how do you link a CAB from a list of multiple CABs for a given change request? We would like to set up multiple CABs and assign a different CAB based on the different type of change request.
software licenses and scanned software
hi i am finally trying to make full use of all the software scanning and licensing capability to ensure i am fully covered so hvae scanned all workstations, categerorised software as managed, excluded, freeware etc. also from the past I have assets (software licenses) that i have procured by using the purchasing section. (all of which was done when i was still on version 6, am now on 7019) I have 2 main questions and i will give an example i use symantec kvs vault for email archiving and use symantec
Query syntax error
I received the same error on the differents Software Reports. Incorrect syntax near '.'. The query code for Purchased Vs Installed software SELECT BINARY SoftwareList.SOFTWARENAME "Software",BINARY SoftwareList.FILEVENDOR "Manufacturer",BINARY SoftwareType.SOFTWARETYPE "Type",BINARY SoftwareCategory.SOFTWARECATEGORY "Category",COUNT(DISTINCT(SoftwareLicenses.RESOURCEID)) 'Purchased',COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' ,COUNT(DISTINCT(MaxUsedSwInfo.SOFTWAREINFOID)) 'Max Used'
Inbuilt queries seem to have a date problem?
A number of the queries/reports are failing to run with the error: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '%d-%m-%Y %k:%i) "Created Time", DATE_FORMAT(FROM_UNIXTIME(wo.COMPLETEDTIME/1000)' at line 1" The query is: select wo.WORKORDERID "Request ID", wo.Title "Title", p.PriorityName "Priority", DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),%d-%m-%Y
Any news on SDplus 7.5
Hi Any new update on release date for Servicedesk Plus 7.5 //Ren�
Issue with 1 technician
I have one technician who, when logging on to SD+, gets an authentication challenge even though I have set SD+ up as AD authentication and Pass Thru. When he puts in his network credentials, it does log in but run very very very slow. Any ideas? Thanks, Davey
SDP 7.5 Beta Registration
Users, We are coming up with the SDP 7.5 beta soon. We acknowledge that the release is getting delayed, but you can be rest assured that this time is fully utilized to enhance the product quality. Users who are interested to test and provide their valuable feedback, please register through the below URL, http://creator.zoho.com/sdpbeta/sdp-7-5-beta-registration-form/form/1/ Features in SDP 7.5 release includes... 1. Multi Site Support for Requests and Assets 2. Form customization for Requests 3.
Locking Requester Department
Hi, I want only technicians to be able to change the department that a Requester belongs to. The only setting I can find to do this is the Self-Service Portal Settings->Requester Details->Requesters are NOT allowed to edit their profile. I would ideally like for them to be able to edit their profile (such as email, phone number, etc), just NOT be able to change the Department drop-down. Is there some way this can be achieved? Cheers, Peter
Accessing Service Desk externally
We wish to make Service Desk accessible to our remote users externally. We are trying to crete a rule in the ISA Firewall to allow the connection through. However, when we try to connect to Service Desk we are prompted by a Windows login box. Is there any way to get round this so that users are directed straight to the Service Desk login page instead. If we set the rule in ISA for internal access only, we get through without a prompt. Can anyone shed some light on this for me please. Many thanks
Error while invoking backup
ANYONE SEEN THIS ERROR???? Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.IOException: There is not enough space on the disk at java.io.FileOutputStream.writeBytes(Native Method) at java.io.FileOutputStream.write(Unknown Source) at sun.nio.cs.StreamEncoder$CharsetSE.writeBytes(Unknown Source) at
Evaluate ITL Enterprise edition with currently held data
We'd like to evaluate the ITIL version of SD, but using our a copy of our current build and data. I backup the database each night, so is there a way to import our current data and settings backup into a new blank install of Enterprise so we can see how the new version would change our current setup?
Report by number of user that have X,y,z software installed
I need some help and dont know where to start. I need to find out how many uses have x,y,z software installed. list them by user and computer name and software xy and z. X USERNAME | COMPUTER NAME | SOFTWARE INSTALLED FROM XYZ marie Jones | MJONES01 | SOFTWAREX, SERIAL KEY. SOFTWARE Y SERAIL KEY SOFTWARE Z SERIAL K i think this will work for ms programs like visio, project etc. any help pls
Change local accounts of technicians
Good afternoon. Whether there is any method to change local accounts of technicians records with records from AD? And that it has exchanged in all Request ?
SD+ v 7.21 technicians could not logon into the program
Good afternoon. After updating from version 7.2 to version 7.21, technicians could not logoninto the program, using local accounting records. The program informed, what not a true name of the user or the password. Under domain accounting records, technicians logon into the program. It was necessary it will be rolled away on version 7.20.
SMS server configuration
Dear Support , I am using service desk + demo version for testing , i am unable to configure SMS server for sending SMS to Technician to there Mobile , Please help me out Thanks & REgards Avijit avidas06@yahoo.com
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