Violation of PRIMARY KEY !!!
Greetings. At me a problem (I use version SD + 8015). If I want to use as database MS SQL - at restoration SD + from archive, there is such error. ========================================================= 23:14 Error occured while deletion of all table data please see the error log Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences 0-----------------------50------------------------100(%) ==================QUERY = INSERT INTO configurationrecord
Submit button for a new request quite often doesn't work
I'm using Firefox 5.0.1 on MAC OSX 10.7. I quite often attempt to submit a request in the service desk and when clicking the submit button nothing happens. The reset and the cancel button work and I can type in the various fields as well as make selections in the drop down boxes but the darn submit button doesn't do anything and there is no error message indicating the problem. Has anyone experienced this? I was also getting this with FireFox 4.0 and MAC OSX 10.6. Is there a fix for this?
How do I create a incident template as a technician?
Change template contains only default request option. How do I go about creating my own template with fields populated from dropdowns by default. Thanks
Ease of changes to default values
We were trying to assign a technician to a group the other day & for some reason in the particular area we were in, instead of getting the complete list of technicians, we were being presented with the default list of technicians. What became apparent after a lot of searching through the admin icons & help files is that there appears to be no easy way to change default groups / technicians / behaviours. Could this be implemented as an extra little group of icons in the admin area?
Changed Domain Controller...now cant login
So this morning our domain controller was changed to a different server. The old domain controller also had our AD users/computers on it and that has been moved to the new one also. So, now we can not login because it's a different server thus the old no longer has the AD users. Is there anyway to change that without having to move back to our old domain controller?
as I can get a report with the time and date update report for the first time
I need to get a report each month of the time and date the updated technical report for the first time when I change the status to resolved
reporting date and time resolved
need to get a monthly report where it comes from the time and date when the report is resolved
rest api
I am not getting the proper output of rest api it is saying unrecognized authentication....pls help
Quick Create Ticket Issue Group Setting
Is there a way to modify the Quick create ticket settings to also include the ability to select the Group, and possibly even have it auto select the group based on the user that is logged in, as it does now with the Site.
Service Catalog - visible to requesters?
I have a requester log in created using Self service portal. When logged in I cannot see the Service Catalog. We don't currently use the Service Catalog, I'm looking at implementing it but this doesn't make sense to me if our requesters cannot see it. Please let me know if I am doing something wrong?? Apologies if this is a stupid question! Thanks, Angela
SLA changes and the User is not informed?
Sometimes User opens the ticket using the wrong template, it generates an SLA wrong too. When the SLA change no mail goes to the User informing you of new term. Why?
Add Catagory to Quick Create - New request
We would like to see the "Category" field added to "Quick Create - New Request" and make it a mandatory field. Also the view of this field needs to be expanded to at least 32 characters. Some of the categories defined in our organization exceed 32 characters. Thank you Kent Fischer
Folding Notes & Work logs
Making request work logs & notes collapsible & expandable would make many of our requests easier to work with as they can get VERY long. Collapsed by default. Expandable on demand. Stateful.
Change the way request links are dealt with
Maybe it's just me, but although I like the idea of linking requests when they are dealing with the same subject, I always seem to ungroup them after a short while. In fact I've stopped using the facility now. If I link two or more requests I find that the presence of the link(s) is not obvious at all, and if I click on the 'Linked' button, more often than not I just get informed of a link to a single request when maybe four or five have been linked. If I follow a link and then click the 'Linked'
Service Catalog does not always display all Service Field options
I am in the process of building out a Service Catalog and I've created a lot of new templates of late. Here's a quirk I've noticed...I've been able to work around it for now as I don't need all the fields in use...but as we push SDP further and further this could come back to be a problem. Image 1 : This shows the Service Fields I had available after filling out about 9 different service catalog entries. Image 2: This is about an hour into building templates...all of a sudden look what I
Approval via an email
Hi All! I have a "Requester" who is approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Service Desk Plus - Partitioning self service for multiple customers
We run a support desk for multiple companies and want to be able to partition the self service so that only certain companies can see solutions for their staff. Is this possible with the current version? I have worked out how to configure the ticket logging to be able to have multiple compaines by using the requestor config. So was hoping I can overcome this last issue.
Intergration of Reminders
At the moment, I don't think reminders are reaching their full potential in ServiceDesk Plus. I'd like to suggest some changes that would make them a lot more powerful: 1. When the email option is chosen, a hot-link to the call is included - allowing you to quickly go to the indicated call. If this is not practical, can we at least have the call # in the email? If you set multiple reminders you have to then poke around in "My Reminders" to figure out what call has just "reminded" you. I know that
Addtional custom fields?
Hello, I am attempting to automate some paper driven processes by creating html forms and the API to create requests in ServiceDesk. Instead of using the text box to gather information I am using the custom fields to create new templates. The problem that I am have is that the number fields is limited so I cannot create all of the custom fields that I require. As a work-around, I am using some fields on different forms if it is the correct format for what i need, but the problem is the names don't
Wrong overdue status
Hi, There seems to be a problem with the overdue status. Operational hours are Mon - Fri, 09:00 - 18:00 1) Ticket created Jun 1, 04:11pm Timer start 2) Ticket changed status to awaiting user Jun 1, 04:20pm Timer stop (9 mins used) 3) Ticket changed status to In progress Jun 7, 06:32pm Timer start (none used) 4) Ticket changed status to awaiting user Jun 8, 09:41am Timer stop (41 mins used) OVERDUE Please see attached screenshot of the
Can we use a different delimiter field for parsing incoming email
We have the system setup with Admin > Mail Server Settings > Incoming set to monitor a particular mailbox. It is reading that mailbox successfully, and creating a new Request for each new email. A notification email is sent back to the submitter and in the Subject of that email we include the following (everything in between the quotes): "Request ID :##$RequestId##] ". If a reply is sent to that email notification (e.g. for Request ID 353), and the Subject contains "Request ID: ##353##", it adds
Enhanced ticket routing mechanisms for multiple sites
I would like to have the ability to create a business rule that can route to different sites. This would include the ability to assign requester to multiple sites. The current product is good, but we need to implement individual servers for each support area, which doesn't work very well.
SubTicket
Hi I have an aktiv ticket and i whant to create childticket to thisone
Browser support in SD+
What browser does SD+ officially support ? Sorry, but i have not found information about it. It seems full functionality is only in IE.
Requester notification on Request Status Change
Is there a way to notify the requester only when its request status is changed from "open" to any other? I know that there is the "Acknowledge requester by e-mail when the request is updated", but I want to limit this notifications. Is this possible? -Regards
Next and Back Button
Hi, Is there a next or back button in SDP ? I opened the Requests Tab and clicked on a ticket. If I want to view the next or previous ticket, what's the best way to do this ? Thanks, Jon
Preventive Maintenance not working
Hi! After upgrading to 8013 my e-mail fetching (incoming) was failed. I have rebooted server and that helped. But now I realised that preventive maintenance tasks are not working in the automatic mode - the requests does not created. Only mannually. What i Need to do?
Assets scanning agent
Hello, Please, explain me what is the logic of work of Assets scanning agent... How it decide to push data on the server? In my cases, sometimes it pushes data after 5 minutes after service restart, sometimes - it doesnt ...
Generic error when reply to Request
I just had a problem where I was unable to send a reply to a new request. After typing in my replay and sending it, I got a very generic "Sending notification failed". The email address was OK, I could send from other calls OK, you could even send replys from other calls byu the same person. It seemed to be something unique about this request. After playing around for a little while, trying to discover the problem, I realised that the only thing "unique" about this call was that the email sent
Importing Users Via Active Directory
I've got my import setup but the only thing I seem to pull in is all the users and not users from Specific OU's. Any ideas?
Projects
Hello, In our IT department we have Projects that have a set budget and hours allocated to them. Is there any plans to add the ability to add projects to servicedesk with a set amount of hours and/or budget that technicians will be allowed to add time to? Thanks,
Service desk and PABX integration for receiving calls
Hi I would like to integrate our Cisco PABX with Service Desk so when a customer calls it logs a new request. Has anyone achieved this using the Service Desk API? Cheers Jamie
How to find my password of netflow's account 'admin'?
Hi I forgot my netflow password of administrator account 'admin',Can you tell me how I can find it ,Thx!
SLA reguest
hello, tell me whether it is possible to assign a SLA notice to another specialist without reassignment request
The hang problem with web-interface
Dear Collegues! We use Manage Engine Service Desk plus, version 8, build 8013. Recently, we have noticed the following problem. When I push the button "Refresh request" after edit of request, or I push the button "Add request" if I create a new request... the page in any browser (IE, Mozilla, Google Chrome) hangs: in bottom, the green indicator goes slowly, then very slowly, then stops - and browser don't switch to the request list view page. The browser hangs on page of request add or request edit.
How do I add attachements to requests created through the servlet api?
Hi, I am trying to setup a page where users can enter requests from a sharepoint site. I have the page setup and I am able to successfully create the requests, but I also want to add the ability to attach a file the same you can with an email. I have the html code that lets me browse for the file and added that to my form but the file does not get added when the request is created. I'm not sure if the problem is HTML or something on the server side that I'm missing??? Any help would be appreciated.
Request pickup change
If a ticket is assigned to say Group1 and a member of Group2 picks that ticket up, the ticket is assigned to the technician, but the group is left blank. We would like to have it so that if that technician is a member of only 1 group, it will not only put the put the request in the technicians name, but also in the correct group. Currently we have all tickets get assigned to our Tier1 HelpDesk. If a Tier2 tech picks up a ticket it is no longer assigned to a group. Other Tier2 techs that are Filtering
escalate notice
Hi, tell plz, Can I organize system for notice to other technical specialist if first specialist not complete a request in time, but NOT escalate it to other specialist thx a lot
Import Requesters from Active Directory - Import Now Problem
Performing the "Fetch OUs from Active Directory" returns only "Domain Controllers" now for some reason after upgrade to Service Desk Plus 8013 this morning.
New Incident - Button Missing
Recently updated to the latest build 8013.... and along the top of the ServiceDesk Manager their is a a button called QUICK ACTIONS There use to be another button next to it which we could select a new incident prefilled (from our Incident Template) but I cant find this button or option Any assistance would be greatly appreciated Thanks Jason
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