Issues with version 8.2 Build 8200
I have just updated to version 8.2 (Was on 8.0) and have noticed a few issues. 1) When a technician replies to an incident, it occasionally gets marked as Private, so the email is never sent to the Requester. This is a business killer. We are waiting for more info on issues from the requester, but they will never provide them as they have not received the email asking for it. 2) In the requesters view, when they view 'My Pending Requests', the Due By column is now visible. We do not use this
Purchase request from requestors
Hi, I have SDP 8.2, and would like to know if its possible to allow a requester to create a Purchase Request, or to convert a ticket into a Purchase request? Or, link a purchase order to a ticket and have the requester be on the of the approvers. Regards, The_SilMarillion
SDP: Link Assigning tickets and notes
HI; I am forever assigning tickets to other engineers and then typeing a note into the ticket. Would it be possible to make this workflow easier by having a joint assign / add note option? Also, I would expect the add note to be a required parameter when assigning a ticket so a ticket cannot be assigned without a note. Regards Mark
Sorry, the page you requested was not found.
Hi, When trying to login to the web console using a domain user account to enroll I get the below error page in the web browser. The user account that I am trying to login with is in the OU that is linked to the Policy for password resets. Can someone advise how to fix this problem? Sorry,the page you requested was not found. Please check the URL for proper spelling and capitalization. If you're having trouble locating a destination, try from our home page. Thanks, Graham
Random Asset information Changes
Using Service Desk Plus = Version 8.1.0 build 8125 - After the daily asset scan some of the workstation objects will show as failed to scan. When I check the asset usually I see a change in the information of the asset i.e. location, model, user and normally they go from in use to in store. The workstation is still on the network/domain however the data just changes by itself. This has affected my printers as well as my workstation objects.
ip address
i'm getting scan results from desktop central, but the IP i'm getting is IPv6 while I'm not using it in my network , see attached picture is there anyway to stop collecting IPv6 in desktop central
SD 8.2 Purchase Order Module Issue.
Updated to 8.2 today and have issues with the Purchaase Order Module now. The submit for approval option is missing under Actions. We were able to create Puchase Orders but they only sit in Open status and we cannot change this. We need this resolved ASAP or give us a work around. This has shut down our purchasing of equipment.
Reques Catalog not working on Firefox 20
Hello, If I open Self Service Portal or the Admin Portal with Firefox (v. 20) and click Regues Catalog -button to open the Template Catagories, I can't select any of the objects. It's as if they static images and not links at all. Works OK with IE though. Also the Template menu works if I just "hover" the mousu on the Request Catalog -button but do not click it open. - lakend
Preventing requesters from adding an incident?
Is it possible to allow a requester to view an incident that has been created in their name but not allow them to create additional incidents? In our office the users submit their tickets through email and all tickets are tehn generated by our technicians. How can I remove the right to create incidents from all of our non-technicians? Thanks!
Will not install on Windows or Linux
I have tried over and over to get ServiceDesk Plus to install on either a Windows7 or Linus Mint 14 machine but no luck. Each time it just hangs. On the Windows box it hangs on the splash at about the 90% mark on the progress bar. I have tried to unistall and reinstall between subesuent reboots but no luck. On the Linux box I ran the bin file but then nothing after it does it's thing. No other windows, alerts, apps installed. Nothing. I emailed manageEngine several times and even filed out their
AD SSO frequently quits working
We are experiencing an issue where some users can enter their AD username and password and are able to log in or they are automatically logged in then on other occasions it will not let them and in order for them to be able to access the ServiceDesk they have to reset their browser (all users are on IE 8) we are on version 8027
Issues customizing Service Catalog Templates
I'm having serious issue with the customization in Service Catalog Templates, specifically regarding Field Properties (i.e. Requester Can Set, Requester Can View). One example amongst many is that I want to set the "Request Type" as Viewable to the requester but not Settable; However, if I only have "Requester Can View" checked, the "Request Type" does not show up in the requester's view. Then, when I drag the "Request Type" from the left hand side so that it shows up on the template, and go back
Relationships to Suport Groups
Probably a dumb question - When I look at Support groups, I can see I can have a link relationships to CI's. Why would I do this - wouldn't just specifying the team members be enough? Cheers
ServiceDesk Plus - Database appears to stop regularly
Hi, I am running ServiceDesk 8.2.0 Build 8201. Over the last week my clients lose connectivity with the application as regularly as 30 minutes. If I go to the server and run the client app I get an IE error stating that the webpage cannot be displayed. If I restart the ServiceDesk server it will work for another 30 minutes or so. The server is Windows 2003 R2 and all clients are Windows 7 SP1. The only other role that this server performs is McAfee ePolicy Orchestrator 4.6 - these applications have
Install Stopps
Everyone, Attempting to install on CentOS The install script almost finishes and ends with this;- Initialize the pgsql Problem in Initializing Postgres [OK] Also what is up with the documentation, there is nothing on requirements in terms of software packages ! Does anyone have a solution
Update to 8200 failed
We have tried updating to build 8200 in our test environment and it has failed twice with the same error, see below. Please advise how we can resolve this. 22-Apr-2013 16:15:35 [SYSERR] [INFO] : java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "IntComponentType_FK1". The conflict occurred in database "servicedesk_New", table "dbo.ComponentType", column 'COMPONENTTYPEID'. 22-Apr-2013 16:15:35 [SYSERR] [INFO] : at com.adventnet.db.adapter.Jdbc20DBAdapter.handleSQLException(Jdbc20DBAdapter.java:1192)
Variable for Email Notification (Date and time of closing the request)
Hi, I want to ask for the variable used to have the date and time of closing the request so we can add that to notifications to requesters. Your immediate response is highly appreciated. Thanks, Mark
MDM info into SDP?
Hi there, I have DC (v8.0.2.33) and SDP (8.2.0) installed on the same WIndows 2008 R2 server. Is there a way for information entered into the MDM to auto populate the CI record in SDP? Regards, The_SilMarillion
Scheduling Quarterly Reports to ONLY send at the end of each quarter
Hi, I've been scheduling some quarterly reports, and would like them to be sent only at the end of each quarter (i.e. April 1st is the day after Q1, July 1st, is the day after Q2, etc). However, when you check off only a select few months to receive a scheduled report, the "Every Month" check box gets checked; therefore, quarterly reports are send every month, instead of every 3 months. See photo below:
Update error
Good day! When I try to update from version 7022 to version 7055 gives an error "There are no primary or candidate keys in the referenced table 'DomainInfo' that match the referencing column list in the foreign key 'SDActiveDirectoryInfo_FK1'." What could be the problem?
business rules & automatic assignment of a template
Hi. some of our users send their service requests via email to an account which is fetched by SD+. We have set up business rules in order to fill out some fields. How can I automatically assign a request template (including tasks) to those calls? As an example, lets say that user XY usually sends an email with the subject "SUBJECT" to the SD+ helpdesk account: a new incident is created automatically (via mailfetching) and some fields like urgency, impact, priority, request type, cat, subcat are filled
Conversation override when merging tickets
Hi, I just noticed that when merging two tickets, one ticket's conversation overrides the other. Specifically when merging ticket 2 to ticket 1, ticket 2's conversation remains but ticket 1's conversation is deleted. Please correct this issue so that both conversations are kept intact when merging tickets. Jeff
Worklog Bug in 8201 not saving date when click on resolution first
Hi, there is a big bug in the worklog. If you click on resolution and then click task, then click add worklog on then try to pick a date/time. The date wont be transfered. I recoded it in video and uploaded it to youtue: https://www.youtube.com/watch?v=c24rXG_YGN0 Cheers, Per
SDP Migration from SQL 2005 to SQL 2012
Hello, we plan to migrate the SDP server to a new server updating the operating system and moving to SQL 2012. Is SDP compatible with SQL 2012? Do we have to follow specific steps for migration? Thanks in advance
Asset Scanning - AD Scan
We currently have asset scanning being performed on AD - if I remove this to start scanning subnets only, will this interfere with our AD integration for signing on? We're reworking our SAM, and this is part of it. Thanks in advance.
email command
Hello I set the email command but it’s not getting applied on the mail, I set in the email subject contains “@xxxx@” and in the command delimiter ##REQUESTTEMPLATE=XXX## But its not working so what’s the problem I’m using version 8.2 this is a copy of the configuration page Enable E-mail Command (checked) * E-mail Subject contains: @وصول@ * Command Delimiter: @@REQUESTTEMPLATE=وصول تجهيزات@@ Sample e-mail content: @@REQUESTTEMPLATE=وصول تجهيزات@@OPERATION=AddRequest@@REQUESTTEMPLATE=وصول تجهيزات@@
How to scan ESX servers to get details of VM hosts
Need to scan ESX servers and get Guest VM information also.
Question about Incident flow
Dears, I've a question regarding to managing the Incident Requests in SDP, Just now we've assigned some Technicians to a support group (ex: NetworkGroup), These Technicians are also assigned to a Role, which is called "Operator" with below configuration : As you see in above image, in Advanced Permission of "Operator" Roles, all Requests which is assigned to the NetworkGroup , should be visible for all members of NetworkGroup. This working fine indeed, and when a request is created and assigned
Change approval
Hello, when a change is approved or denied, I can see '{0} by {1} on {2}' - see attached screenshot. What does it mean? Thanks.
Report on time taken to assign a ticket to tech
Tickets are created by email and are open and unassigned. I go in an assign a tech to work the ticket. I need a report on how long it takes to go from unassigned to assigned. Any ideas?
Will importing Active Directory users overwrite/delete existing requesters?
We had an issue with a previous version of SDP where the scheduled AD user import task would alter all the requesters in SDP (change their dept, site, etc.). We would like to enable this again, but if we do, will it change any of the requesters already in SDP? I don't want to see users moved to other sites, department changed, etc. We're using SDP 8123. Thanks!
One host, multiple IP addresses, multiple licenses?
Hello - We are using HP servers in our environment, and their integrated Lights-Out management interfaces get separate IP addresses (and hostnames) from the servers on which they live. Therefore, 100 servers are showing up in SDPlus as 200 nodes on every network scan, and consuming twice as many licenses as they should. For example, ServerA.mydomain.priv has an IP address of 192.168.10.11, while ServerA-iLO.mydomain.priv has an IP address of 192.168.10.111. Both of these are on the same physical
Assets: Network details to Acces Points and firewalls
Hi, How can I add the same Network details as servers have (like IP-Address) to asset types like Firewall and Access Point? Firewalls will also have several IP-addressess as they have several network interfaces. Regards lakend
service fails to start
On reboot the ManageEngine ServiceDesk 4 service fails to start. When attempting to start the service manually the services console produces an error message: "Could not start the ManageEngine ServiceDesk 4 service on local computer. Error 1067: The process terminated unexpectedly" I have rebooted the computer multiple times only to receive the same result.
Message window does not close until 30 sekuner after the message is sent ?
Hi, I have this problem that when you want to reply to, or forward a message, it will take 30 seconds before the window closes? To fix this problem, I tried to upgrade from 8.2.0.0 to 8.2.0.2, with the result that the update failed. After a backup restore back to 8.2.0.0 I manage to upgrade to 8.2.0.2, but the issue where it takes the window 30 seconds to close after the message is sent, is still there, and it's an annoying issue for our technicians. Is there at fix ?
WYSIWYG editor for tasks
Hello We have two ideas for improvement regarding the tasks: the description of tasks is shown in grey and there is a risk that you miss important information. Se, we suggest to display this field - like any other field in the task view in black --> SD+ form field in grey & user filled field in black. it would also be very helpful to have a WYSIWYG editor for the task description Thanks in advance for any comment Best regards, Marc
Announcements
Hello to all, are there plans to implement some kind of security in announcements that does not allow certain actions like delete? Thanks in advance
Quick Add Task from Template on Change
Prior to 8200, you could add a task to the implementation in a change from a dropdown if you had templates enabled. You could add a task from a template with 1 click. The development staff here would like the ability to do that in 8200 without clicking Add New Task First.
Import requests via XLS
Hi there, We have found 2 issues / limitations when importing requests via XLS (in build 8126). 1° It does not seem possible to import large XLS files. I had to split the XLS file containing 4000 lines into several smaller XLS files (with no more than 250 lines per file) otherwise the system returns "page cannot be displayed" after a while and the requests are not created correctly (mapping fails and/or duplicate requests are being created). 2° Special characters like the registered trademark
Pass-Through Auth stalling
After enabling Pass-Through Auth, users are encountering a 2 to 3 delay opening the SDP page. Eventually the page will open with ?SkipNV2Filter=true added to the url. Need to know how to resolve this, other than disabling Pass-Through Auth.
Next Page