How can we see Department column on Requests Page ?
To ServiceDesk Plus Support Team, Would you please help me to solve this problem? Under Requesters setting, I import our client company name under Department field. When I open the Requests Page, on the custom columns display window I couldn't find "Department " item to allow me to tick to have it displayed. Is it possible to make it dispaly ? My current setting is to create an additional requester field - Company name. And then when I create a new Reqeust, i copy the Department field data and paste
Problem with SDP 7 Beta ITIL
I have a problem with SDP 7 Beta ITIL. I am configuring SDP database with Microsoft SQL Server and SPD not up
Importing Requester from AD: 100% failed
Hi all, I am configuring Service Desk (version 6.0) to import requesters from AD. It connected to AD successfully and detected the correct number of user. But after that, the result table show that no user is imported, all failed. Does anyone know this problem? Please help me because this is urgent. Thank you. dtngn
Hide all reports
Is possible to hide all reports and only see custom reports ?
Purchase Order Fields
Is there any way that we can add the part number to a purchase order? That would make it much easier to receive the orders when they arrive.
Memory on Manual Addition of Workstation
We have tried creating manual Workstations for our Macs but find that when you enter 2048Mb in the RAM section of the form, when you then go to review the workstation is says 2Mb. It seems to work ok for the automatically scanned workstations as these show up as the correct amount. Is this a bug or am I doing something wrong? Also, if it will be fixed in a future Service Pack I assume I should leave them for now as 2048Mb instead of changing it to 204800 to get it to work correctly. Thanks
SD+ 6008 restore to SQL server 2005 fails
I am trying to migrate my SD+ 6008 from one machine to another and from mysql to MSSQL 2005. I have a clean copy of SD+ 6008 installed on the new machine and a backup from last night. when I perform the restoredata function, I get a little over 50% complete and receive the following error... Some part of your SQL statement is nested too deeply. Rewrite the query or break it up into smaller queries. this is the last line in a very long statement that appears at about 53 or 54% into the restore. how
Scanning PCs in OUs over WAN
Hi; We are at a crisis point in our use of Service Desk Plus. I need to do a software audit on the PCs in the domain, but at this point I have the following problems: SD+ 6008 is not picking up our OUs, Cannot scan by OU for our PC assets [does not seem to be part of the product], 90% of PC assets are not in the corporate (my) office and are out on the WAN. The WAN is of variable speed, none of them good. About us: We have a single forest, single domain 2003 native AD. We have remote offices located
Assigning multiple machines to an owner
Is this possible in any version of ServiceDesk? If so - how?
Error when decoding email subject (non-english)
Sometimes ServiceDesk decode email subject not correctly and use it in request (for sample): Прошу поменять номера телефонов 1272 и 1=?koi8-r?B?Mjg5IM3F09TBzck=?= But we sent this: Прошу поменять номера телефонов 1272 и 1289 местами When we try to change email encoding in Outlook, problem not gone: FW: Прошу поменять номера телефонов 1272=?windows-1251?B?IOggMTI4OSDs5fHy4Ozo?= AND FW: Прошу поменять номера =?utf-8?B?0YLQtdC70LXRhNC+0L3QvtCyIDEyNzIg0LggMTI4OSDQvNC10YHRgtCw0LzQuA==?= But this happens
removing assigned technician name from requestor's list
Can you please let me know how to remove the technicians name from the requestor list... We don't want them to know who is assigned. Thank Kevin
Getting Assigned Workstation to show when creating a Request
You must use the icon beside requester to select the requester in order for the assigned workstation to be shown automatically. If you use the autocomplete or drop down list the workstation is not shown
Request Form Customizing in Service Desk 6.0
Hello, I wonder if there is a way to customize request forms. I want to be able to create different request forms with different fields in them. For example, I do not want user to see additional field "User Workstation" when he picks up a "Mail Fetching" request template. I'm pretty sure that in previous version there was an option which allowed me to do that. Thanks, Sergei
Software Scanning
I had previously scanned my network to inventory all the software running on all workstations in my domain. Now when i run a network scan, I see 252 failed workstations and 1 successful. Can you tell me why this is happening? Thank you.
Mysql Reports
Support, I am trying to create a few individual monthly reports for my line manager. The reports I am trying to create are the following: 1. Monthly call volume 2. Top 10 requesters by monthly call volume 3. Monthly call status volume eg. onhold, closed... 4. Category monthly call volume 5. How many calls completed/closed by technician 6. List of requests open for more than 2 days I would like to create a chart in Excel from the results, but I am a novice with Mysql queries. Could you please advise
Email notifications still link to previous server name
We have recently moved our SDP program to a new server, the program is back up and running fine however when users and techs recieve email notifications the link is pointing to the previous server name
disable editing solution by requesters
Hello, we are using the sdp 6 trial and i'm now trying to figure out a way to disable the possibility of users editing the solutions posted with thier request trough the service portal. when i as a admin post a solution to a request, the requester can edit the solution, now i obviously dont want that, is there any setting im missing or ? thanks Len
FAILURE :Unable to execute report
We are presently testing ServiceDesk Plus and we are running into this error message FAILURE :Unable to execute report when attempting to launch any default reports. One of our key interest in this product is the ability to run reports and have charts automatically generated. However, we cannot get them to work. Any help would be greatly appreciated. Thanks Kim
Network Scan
I am have trouble using the Network Scan. It recognizes about 60 of my computers, half of those it shows all the details about the desktop, but does not show them in my domain? I have made a Group Policy to open up Port 7 to allow the scan to work properly but it hasn't changed anything. Is there anything I am doing wrong? Also is there a quicker way to change all those into my domain or do I have to go and edit each one individually?
Couple Issues with SDP 6.0
Hello all, I really like the improvements that verions 6 brings, I have been waiting for some of them for a long long time. I did the upgrade last night and there is only one minor issues that I'm working with right now. The Alert(or Notify) Technician by Email when there is a new reply from the requester notification rule is no longer showing the replyed message when it sends it to the technicians email, you have to go into ServiceDesk in order to see the requesters reply. Please let me know if
Request template
Hi, have logged in as Technican created a request-template, but the template-dropdown is not visible logged in as requester. We are running v6000, mayby this is fixed in v6002???
E-mail open Request
Hi, The request 123. is being closed. By mistake an e-mail was sent to 123. but it should been sent to 132. request, and now the 123. request is open again. How can i remove the e-mail from 123. request?
Submit for Approval
I am receiving an error when I attempt to submit a request for Approval. I am running Build Number 6002 with the DST Updates on MySQL. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Mail sending failed. org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
Issues with Templates
Has anyone yet started creating/editing new templates on Version 6? I have just created a new template which went OK. However, when I go back to try and edit it I get a Windows Internet Explorer error message window come up stating the following: Internet Explorer cannot open the Internet site http://sd6est:8080/RequestTemplae.do?mode=edit&id=3. Operation aborted. The only option at this point is to click OK. I am running IE7 as the SD client but our test system is runing on a virtual machine - don't
Vista
Servicedesk does not manage to scan all the software installed on Vista. It picks up the stuff you can get through WMI but not the stuff from the registry keys.
Regarding Deletion of Call Id
Hi All, I'm a Newbie to this tool, can anyone tell me how to figure out a call which didnt appear in the requests and got deleted without appearing under the requests column. Thanks and Regards, Surya
Skipping for Call Ids.
Hi All, I'm a Newbie to this tool and need your help in tracing the Calls: 1. That get skipped intermittenly without user intervention. 2. That are deleted by users (by oversight) Can anyone help me for getting a fix for it. Thanks and Regards, Sathyajit
Licence key
Hello All, After moving SD+ to a new machine I was unable to reinstall the licence key. The error was "please use the correct licence key" Any Ideas Roger System Administrator
Business rules problem checking subject
Hi there, I'm having a problem with business rules. I'd like to check the beginning of the subject, AND also the end. I can check that the subject "begins with" "whatever". But when I want to add "ends with" "something else", then the whole test is replaced and becomes "ends with" "whatever, something else". Could you solve this ? This is really blocking for me :(
Automatic Case Routing
Hi Everyone, I have set and tested to have all hardware issues assigned automatically to One of the technician. But when the request is coming from Email, what I do is edit the request and change the fields and categories to the one i set but seems not being defaulted to the techinician assigned. I have tested it worked when setting it from the button, Create New request but when trying to edit, it won't. Any advice? Thanks, Raffy Arnaez
Can't Find a Request ID
Guys here's the scenario: Request ID : 0001 comes in and then replied by one of the Support Guy (There's a variable $RequestID tagged on the reply) on the other shift, another Request ID: 0023 came in and was replied by another support guy (another RequestID tagged on the reply) On another day, one Support Guy saw both requests has the same issue so he merged it. Request IDs: 0001 and 0023 are now in one request (0001 as the parent Request) a Requester called up to followup on the Request ID: 0023
AD Import: some domains not showing
I'm attempting to import users from AD. I see three domains in my dropdown list, and testing on one of them is working fine (can import 1034 users no problems) The problem is I do not see the domain which the servicedesk machine is a member of, and this is the domain I want to import from. Network neighborhood browses to the domain fine. But my dropdown list only shows three domains. Is there anyway I can define this value or force service desk to show all available domains? Any help would be appreciated.
Missing service ApacheApplicationsManager2?
Hi all, I installed ManageEngine Applications Manager 7 on a Win2003 machine as a service. When I reboot the server, I obtain the following error in the Event Viewer: Event Type: Error Event Source: Service Control Manager Event Category: None Event ID: 7003 Date: 11/06/2007 Time: 13.59.44 User: N/A Computer: CKWAUTOD01 Description: The ManageEngine Applications Manager2 service depends on the following nonexistent service: ApacheApplicationsManager2 --- What can I do to fix it? Why the Apache service
Upgrade problems
We recently upgraded to the latest version of SD+ only for our installation to fail. We haven't been able to get into our system for the past couple of weeks. In desperation we've installed a clean version of SD+ 6 onto our server and planned on importing our data. We've installed everything correcly and the server has started (although hangs when using the program file shortcut - had to do this manually thru the services mmc) but when we try accessing our page nothing is displayed except an IE error
Department List
Hi I have a problem with "Department List" in helpdesk module, when i want to delete one of the departments, fallowing error message appears: "FAILURE :Error occurred while deleting department. Please report the problem to the system administrator, with the Error Code - 1 182 763 993 673. " ps: I`ve cleaned all relations of this department in database Regards Bart
Tasks Error
Greetings I`ve got big problem with subtasks in 6008 version of sdesk. When technician want to close subtask that is assign to him fallowing error appears : HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: In-sufficient privilege for user {0:ppilipas} to perform the operation
DB question
Greetings Where can I find information about added "additional fields" in inventory and asset module, we need access this records in data base, to compare with db from other software regards
How to: Accepteed request of purchase by boss of employers
We have business rules - Every purchase must be accepted by boss of employers. How to do it with SD?
Need help for doing Survey
Hi SD Support, I need help regarding the survey. I want to send a survey to all the requestors irrespective of they have logged the call or not. hope u understand the scenario. Thanks Saju
SD6 has come out good but many things still left out.
Hi, I must say that SD6 has come out good but many things are still left out. We would like the option to add attachments at least in the form of images or files to a purchase order to show the quotations received and the reference to those quotations. Well i know you are working on the same and hope that the update would be released soon. Would be good if you can provide a work around till then. I have asked about this before but looks like, you guys didn't get it right. We have a 5 tech license.
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