Backup Error
Hello, My ServiceDesk+ backups have started to error (last 3 days of backups have failed with this error, using 7.6.0. Error below. java.lang.Exception: Unable to get the data from [AaaAccAdminProfile] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:626) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:618) at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:320) at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:82)
Report of asset relationships
I would like to create a report that lists all my workstation and/or servers and assets assigned to them. For example: Workstation 1 Monitor 1 Monitor 2 Phone Scanner Workstation 2 Monitor 1 Printer
Database
HI, Why we use the MSSQL database? Regards, Vaishali
Service desk 8.1 styling issues
Since upgrading to servicedesk 8.1 there have been various styling issues with the page layout. I initially resolved this with Ctrl+F5 but the buttons at the top, as shown in the screenshot below:
How to create multiple requests at once?
How to support complex requests like new hire, that could be handled by several support groups at once. Using tasks inside tickets is not a nice way because splits specialists work queue into two (and tasks have no separate tab). At first sight there should be a multiple (linked) copies of initial request (in parallel), assigned to different support groups. Please give me idea how to create this copies - by mail server?.
Scan problems
Hello. I'v setted up a trial version of ServiceDesk Plus 7.5.0 Build 7512, Enterprise. Then I'v started network scan, using IPs range 192.168.16.4-192.168.16.253. After the scan ends, it says: "Successfull scan: 107". But when I'm opening "Assets" from the main menu, I see only 22 detected workstations and 17 scanned workstations. Is it normal? If no, how I can fix it?
Incident versus tasks - how do you
I know both the above come under 'requests' and that there is a current discussion about how tasks and incidents needs to be overhauled. My question is how do people here who use SD+ differentiate between an incident and a task. There's one thing someone submitting an issue as an incident, but what if they are asking for something such as a toner for a printer or a folder permissions change. I don't want to be recommending a change to implement something if the above workings is still under review.
Help __What to do with the assets that names were changed and continue to appear?
A few days ago, as a means of standardization is changed all the names of the workstations (CPU and notebook), but in a tab called Workstation(s)/Server(s) failed during last scan, I keep coming and in fact I reconciled with the new names, which is a success. But to spend a few minutes, I again workstations appear as stations in store as if he had added a new one. which is very annoying that the amount of assets not coindice analyzed through existing assets, with respect to the workstations.
Asset Scanning By Agent Mode
Hi, Good Morning !!! To scan assets we are using Agent based method. When we upgrade Service Desk Plus its necessary to upgrade the Agent every time to scan the workstation. We know there is script to update the agent settings but it's very difficult to run the script in every workstation which are in workgroup. If we have not upgraded the agent then what will happen. Regards, Vaishali Shirolkar
Change the primary key in to something else?
This question was asked like 3 years ago, but it wasn't really resolved in a helpful way to me. We have a very large inventory of computer (4000+), and the names are rather "fluid", in that when one breaks, we will replace it with a spare while it is being repaired, and then the repaired one will become the spare. Having the computer name be the primary key does nothing to help us make sure the right computers are in the right place, as they are not always on to scan and update these lists and
Creating a report
I have a need for a report that is similar to this request summary report: But, I only need to show the inbound and the completed requests and the ability to select month to date, quarter to date and week to date. Is this report included for selection in the reporting section? I don't see it. We are running: Service Desk plus Version: 8.0.0, Build 8022 If it's not available, how can I create my own custom report to show this information? It's not intuitive from the report builder.
Watch this portal usage video
Hi, I just upgraded our SDP to the latest version and would like to know how I can remove the "Watch this Portal usage video" link from the SDP homepage. Our users do not have YouTube access so this link serves no purpose and I would like to see it removed. Also, most of our users use SDP in Dutch, but it on the homepage there are a few items not translated into Dutch. On the Homepage there's "request catalog", "new request". On the "aanvragen 'requests) tab there's a button 'new request" instead
New Installation of ServiceDesk
Hello, We are about to implement a new installation of SD. As we are a global company and have offices in different countries I was wondering what is the best way of setting up SD to accommodate these places. Is it a case of each Domain has its own SD instance and they can pull and push data to each other? or will it be we have one installation of SD and each location logs into that one box. If anyone is in the same boat as me, could you please tell me the way you have it configured and any issues
End-User Notification Based on Closure Type
Hello all, I'm trying to tweak ServiceDesk Plus to send or not send a closure notification based on the Request Closure Code. ie. If I close under "cancel" or "duplicate request", I wouldn't want the end-user to get a closure notification. Even so, I would like the end-user to get a notification if it was closed under "Success", etc. Any help would be appreciated.
Unassigned request mail notification
Dear Support, How to get a mail notification for unassigned request. Regards, Ashraf.
TimeSpent on updates
Hello, I wonder if there is any way to force the use of field TIMESPENT on any update in a request, i know how to force this field when you want to close a request, but i need to get the timespent on every update that a request have. Thanks in advance
version 8.1 and firefox
Hello Unfortunately there are some display issues with SDP version 8.1 and firefox: The dynamic menus are not displayed correctly: or We have tested with Firefox versions 8.0.1 and 12.0 This works fine with IE and Chrome: Is it an Firefox incompatibility issue or a firefox setting issue? Thanks for any help Best regards, Marc
Status update of SDP add-on module pricing
We are approaching our annual renewal in June. What is the status of the add-on module pricing for the CMDB component on top of SDP Professional? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
remove/delete site
I called for support last week and was told by 'Jerry' that someone would call me back within 30 minutes. I'm still waiting. I have several sites that were created when we first put ServiceDeskPlus to use. Now I want to delete those sites. I have already moved all assets and users to the correct department within the correct site however I can not delete the old sites. When I try to delete an old site I get a message saying that the site is in use in another module. How do I delete old
Migrate Support Center To SD
first i'm sorry cuz my english is little weak to write but i'm can read very well. Ok People what i do to migrate de Support Center to Service Desk, both are in the last version. Please help me and so sorry again about my english
Purchasing module in ServiceDesk Plus?
This module has always seemed like a very odd fit for an IT Helpdesk product and I'm a little confused as to why it's there, but I think AdventNet are too. Every so often my company takes a look to see if it can do anything with this module and is always defeated by the same, seemingly obvious flaws: 1. You need to buy a license for everyone who submits a PO, in other words spend money on licenses to do what signatures are already doing for you. 2. You can't control approval by the level of spend
8.1 Build 8103 - Editing multiple requests/incidents - BROKEN
Hello - We are currently using ServiceDesk 8.1 Build 8103. We are unable to select multiple tickets at the same time to set groups, categories, etc. When we select multiple requests > Actions > Edit Request, a blank screen comes up and only displays the option to close the window. We have tried it with multiple browsers. Google Chrome 18.0.1025, Firefox 11.0, and IE 9.0. It happens with each browser. Thanks, Chris
Link on default template
I need to add a link on my default template that the requester can click on that will open up a web page , any suggestions? Thanks!
SDP Remote assisatnce performance are terrible. Why not integrating Zoho Meeting?
Hello, is there any chance to have Zoho Meeting integrated in SDP without going for SupportCenter? It could be much easier to have a stable remote assistance tool for users. today is pretty slow and unstable to use SDP remote assistance even with latest version .11
Ability to add the same topic name on the Topic.
Hi all, We want to add the same topic name on the Topic. For example - Hardware - Printer - Router - PC - Others - Software - OS - Office - Games - Others Current we can't add the same topic name. Thanks in advance.
Does the SDP 8.1 agent support multiple monitors?
I noticed you released a new version of the agent--1.0.11. Does this agent support multiple monitors?
SDP 8.1 released
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus 8.1 SDP 8.1 can be downloaded from http://www.manageengine.com/products/service-desk/download.html Existing SDP customers can move to the latest 8.1 version by applying the migration pack available at, http://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_8_0_0_SP-1_0_0.ppm Existing customers, kindly note, that upgrade to 8.1 can be done only over 8027. Customers in earlier builds can
admin account doesn't have admin permissions
I'm not sure what I have done but somehow our technician accounts no longer have admin rights. I can log into them but I'm unable to change the permission levels for them. I thought I would be able to log in as a Local Adminisrator and do this but the Local Administrator account is the same. Is there a SQL query I can run to change the admin rights for the technicians?
Custom fields in reply templates
Hello everyone. I'd like to reference some of my custom fields in a reply template. Does anyone know if this is possible? Regards, Mark Housler
purchase currency change problem..
Hi, I have problem whit default currency cahnge. for example I made a new PO with $ currency and after that I want to make anaother PO whit € currency and I'm chaning the default currency whit €. After than I look the PO which I made whit $ currency it was changed whit € currency too. this is big problem for us. I want to not changing the old PO currency when I change the default currency. Please help.
Holiday hell
Hello everyone. We use Service Desk plus 7605. Every friday evening right after working time end it simply hangs with OutOfMemory exception. Every time, right after getting into my car i have to run back to work and restart it Now finally i've had enough time to find out the reason of that fail. That's a long story, so be patient ... lets begin. The buggy situation happening when the user copies the work order with status 'OnHold' and then changes the status of copy to 'Open' at holiday time (sometimes
Request Closing Rules per category or technician groups
Hi I would like to know, if there is a way to configure Request Closing Rules per category or technician groups? So it would be nice to be able to force technicians by filling out mandatory fields for closing request (i.e. to add work logs) for requests regarding the selected sites. Thanks for any feedback Julia
hide column "assigned to"
HI We would like to hide the column "Assigned to" from the requester/users. Is this possible? Regards Julia
Need a business rule to NOT send SMS upon new ticket creation
I currently have a business rule that sends SMS's to technicians as new tickets are created. However, I have 1 class of tickets for which a SMS should not be sent. The distinguishing characteristic of these tickets is a phase embedded in the body of the ticket. Can anyone help with the business rule config?
Transfer Incident template to Service Catalog
Hi, Is there a way that I can transfer a incident template so that it becomes a service template? I've recently upgraded from Professional version to Enterprise and the Service Catalog was not available in Pro version, hence I created many Incident Templates which are really Service Templates. Thanks
Close Request link not working in SD 8.1
After upgrading to 8.1 the Close Request link does not work properly. The user gets tranferred to a page that displayes "The request cannot be viewed" when clicking the link.
KPI Report
Hello, I want a KPI report for those requirement in attach. I want this for each technical, category and by Year,Month and week. I know how to make it with Custom Report, but over due requests and first response will not be in the same report they will be in separate report for each which I want all of them in one report Also if you can add ring charts it will be better. Regard.
multiple departments/cost centers per user?
Hello We are creating time-spent reports per department on a monthly basis. We have some users working for 2 cost centers (2 x 0.5 FTE). Today, the requester is associated to one department only, which falsifies the time-spent reports per department . How could I map this into SDP? - define the requester twice (one per department) ? - assign 2 departments per requester? This would entail a new feature What do you think Thanks for any comment. regards, Marc
Search assets by IP
we have upgraded lately to 8.1 version. we were used to use the below search box to search assets by IP. currently we are unable to do so.
Authentication Failure for Mail Server
Hello, I recently upgraded our version of ServiceDesk+ to the most recent distribution from 7661. Prior to the upgrade we had just got a new email account associated with SD+ that pulled emails without a problem. After the upgrade its giving us this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. The settings are the same as they were before the upgrade (when it
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