Rollover on subject line for SDP 7
We seem to get a "pyramid" effect with the rollover now that we have migrated to SDP 7. This happens in both Explorer and Firefox.
PC's become unassigned
Please help us with this challenge. I am sure that it has been noted before but I cannot find it so I apologize if this is already available. Service Desk Plus 6.0.0 6012 We have noted that PC�s become un-assigned. We do not know why and cannot find a pattern. [ list]� We turned off the automated Domain Scan months ago but it still happens o Is it true that when a domain scan is run, a workstation that is not operating and on the domain is unassigned? � I noticed today that the automated auditing
CSV import doesn't support russian language
SDP 7.0 doesn't support russian language (unknown symbols) when I try import to the database. What about this bug?
At me suspicion that the scheduler in SDP 7009 does not work
Good afternoon. At me suspicion that the scheduler in SDP 7009 does not work: 1. Not import Domain users 2. Not backup SDP Can advise as where to look, to understand - why does not work ?
Assign to not working...
I just upgraded to 7009 and when a tech goes to reassign a work order they can select any group and it will only show the members in their group. It will not populate the tech's within the group they clicked on. Does anyone else experience this issue?
Annoying as hell bug in template tasks
If you create a task, which has a title which is too long to display on the task list when editing a request template, you get a popup box telling you what the full title is. however, the whole title becomes several mini links together, and only the letters become clickable, rather than the whole row. As a result it becomes a bloody nightmare to edit a task after that, as you have to click right on a letter rather than some whitespace. Can this be rectified on the new update please, as I have no
SDP domain problem
Hello: When I use SDP ,I meet a problem. Version:7009,Enterprice. Here have a Domain,several OU. a user in the domain,but don't in the requester list of the SDP.But when open the website http://***:8080 and use his Domain username and password. He can login!!!!! Then I look the requester list of the SDP, I found out the people's account input the requester list automaticly. I want to know what's the reason???
Purchase order issues
I have an 3 issues with purchase orders that are required for my organisation to use this functionality within servicedesk plus, these are: Ability to add a custom field, or the adding of a cost centre to log which cost centre who requested the item. I use PO name at present, but it is far from ideal. Is this possible. Ability to add an attachment, such as a licence scan to satisfy FAST for licence compliance. Will this be available in the future? When I create a new purchase order for a software
ITIL compliance
I have been evaluating the new version of service desk plus and have noticed a function that is missing (in my eyes anyway). This is adding documentation to an asset, either by an attachment link, or for completeness, adding a category for documentation that could be linked by a relationship. This would allow me to keep pdf's etc and the latest config for a switch or router attached to the device. Is this possible
Requester access to notes & suggestion
We use notes extensively to allow the support team, as well as the end user upto dat with what is being down. However, when a requester logs in, they have no option to see the note column from their initial display (even if they click on the configure columns button). As a result they then have to go into each request to see if a note has been added. Question 1 - How can I get requesters to see the notes column on their initial display (My requests/Department requests etc)? When anyone goes into
rc.DESCRIPTION not shown in custom report Time spent
Hi, Our SD+ version is 6015. Spanish localization. We have a very strange problem. When we try to create a new custom report, Tabular, Time spent, in the column pickup list, the field Description of rc, do not show. We think there is a problem with our database, we install in a test machine, a fresh SD+, and it works fine. Any ideas ? Thanks in advance
Just installed v7.0 Enterprise.....Change Module...
Anyone here yet got to grips with the Change Module? something I have noticed, is that currently we get developers to go to a webpage and raise a change request in a web form which basically then posts that change to the service desk mail box we set up - that then gets polled and the change is picked up as a standard SDP Ticket. Out IT Helpdesk then assign a priority 6 to these tickets and they get put into the Change Mangers queue, who then approves or rejects the Change Request and subsequently
Purchase/Inventory
Hello, When i try to add items in step 2 of the purchase tab, it wont show any. But, if i try to create a new one it says that i already got one with that name. I create the items by going to Create/New product. I also tryed to create only by following the steps in the purchase tab and it went ok. The problem is the items (lots of them) i already created. Can you show me a way to use the items i already made? Thnks in advance. Regards Nuno
Is there a way to report on tasks that have "re-opened&
We would like to report on number of tasks and we would like the re-opening of a task to carry the same weight. Is there a DB field that indicates this? Thanks Jerry
Allow to see all requests for the department
Hello, I have some department managers who would like to see the requests submitted by their departments. I select the "Allow to see all requests for the department" option under their profile and it works great. Every few days or so I have to go in and reselect that option. I am guessing when AD imports it over writes this option. Is there a way around this?
New computer objects in AD are not imported by scheduledscan
New computer objects in AD are not imported by scheduledscan. I think the problem is that i can't configure the "Check for newly added workstations every X days". SD seems to 'forget' that setting over and over again.
How long does service desk keep old closed/resolved requests
If old closed/resolved requests are kept on the system forever, the database will get larger over time, which make backup a painful job. I don't know how service desk deals with closed/resolved requests that have not been accessed for a long time. Thanks, Andy
unable tp obtain process list from Solaris Server
I am unable to get the process list from my Solaris Servers which are all version 2.9. Also, any current processes that were added are not being monitored and if down do not trigger alerts. I receive the following error in the log: 15 Feb 2008 11:51:23:359 ############# Request Timed Out while executing the command to get running Processes. This is occurring in Production so, kindly respond at your earliest convenience. Regards, Joe Joe Rovito
Need support
Hi, I am able to telnet the target SQL server, even i am able to port 1433 from the application managerserver. But when I am trying to add SQL server to the monitor group, it gives me a message Unable to get information from SQL Server: 192.168.0.1. Having trouble adding Monitors? Call our Toll-free number +1-888-720-9500 or Mail to support@appmanager.com what could be the issue ? Regards, Viral Patadiya Viral
Root cause
Hello, Is it possible to associate a "Oracle" monitor to a Jboss monitor in the Root cause analysis ? For instance that when the oracle instance is down, I get this information in the Jboss Root Cause analisis view ? Thanks in advance. -antonio Antonio Parolini
assign incoming requests to a certain category automatically
hi all Is it possible to assign incoming requests automatically depending on certain keywords in the subject? We get e-mails generated by Servers all with a certain word in the subject and we want to assign them to a certain category upon reception. I've found a standard-category to choose for every ticket, but that's not what I want... thanks!
ServiceDesk Plus and SupportCenter Plus Online initegration
It would be nice to recieve requests from customer's ServiceDesk when they escalate request to your SupportCenter. Or I don't know that it is already done?
Replies to a Merged Request Creates a New Request
When someone replies to a request that was merged to a previous request, that reply is captured as a "new" request. Is this the intended behavior? It seems that the email should be added to the original request's conversation rather than creating a new request.
Problem with approvals after upgrade to 7.0
I upgraded our production system to 7.0 last night without incident, but now today, somebody tried to respond to an approval notice, and got the error shown below. I clear the browser cache and tried several times on both IE6 and IE7, but the error still appears. What's interesting is that the approval does go through, and in fact did so 10 times, once for every attempt. It appears that what's not working is the response to the user that tells them their approval has been submitted. The key phrase
SD7 on Linux - Unable to connect from another workstation
I have installed ServiceDesk 7 Enterprise Edition for evaluation on CentOS 5 successfully and it runs well; however, I am able to use ServiceDesk only with a browser on the same Linux machine pointed at localhost:8080. When attempting to use it from my Windows XP workstation, or any other workstation on the network, I see "connection refused" in the browser window. I have gone through the initial configuration. I was trying to connect to (hostname):8080 from the other workstations. After installing
Limit help desk staff to certain templates
Hello, Is it possible to create a help desk role that allows the members to create new users but only from certain templates? Thanks, Tim
Add Attachment without Editing ticket
Is there a way to add an attachment to a request without having to edit the request?
BUG: Default Significent description wrong
By default the description of a Significant change reads: "Routine, low-impact changes that do not require a formal approval" I assume this is an error.
solaris and event analyzer
hello, I'm Alfredo , I'm proposing your product (eventologAnalyzer) to my customer. We use a Sun Microsystem kernel application (BSM) for control the access of people, delete creation of file and so. we will move the output of the commands in somefiles (think 4 ) like the "messages log file". My question is, the eventlog Analyzer can read from the same system several log files ? (for create the readeble files, we must execute several commands that create several files). I've installed your application
How to edit Role?
How to edit role without Save button?
Installation Problem
I dont know if any one can help but I have just installed a fresh copy of Fedora 8 on a dell 2850 and this is all i get when I try to install the analyzer. [root ~]$ ./ManageEngine_NetFlowAnalyzer_6100_.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ...................................
Matching traffic flows on two between two routers
Folks, I have two routers connected via T3. I've set up monitoring of the T3 interfaces on both routers. Since I am using some custom applications, I've created some custom labels for these apps. In theory, the application lists on both routers/interfaces should match. But the don't in my case. When I look at the downstream router, I see all the apps I am using, but when I look at the upstream router (other end of the T3) I see only some of the flows listed on the downstream router. Below is a list
Users can not see shared resource groups
Support, We have a problem with using shared resource groups: 1. I have created resource groups and shared them among users. But users do not see resources under those resource groups unless I change Access Scope setting for the user to "All passwords in the system" 2.No matter what permissions I give to users only resource group owner can see that group under "group name" field while creating new resource. Thank you, Al
Dist Lists Reports
Distribution Lists reports, ones with restrictions. There is a report for users but not for Distribution Lists in Exchange Ilias Tekertalis
Closed ticket email coming from wrong technician
We have two technicians with access to close tickets. Even though the tickets are assigned to different people, being closed by different people and each technician has their own email address listed correctly, the email sent out when a ticket is closed always comes from the same technician. Obviously this cause confusion to the end-users. Can anyone help?
Self Service Error Message
When I log into Self Service in AD Manager as a standard user, I get the tabs for me to change certain areas, however, I get an error message. For Logon Name, the field is blank, and after the @ symbol I get the message: <input type="text" name="UPN_SUFFIX" value="[our domain name]" disabled=disabled style="width:[Exception in:/jsp/usermanagement/ModifySingleUser.jsp] null Other tabs are blank. Any ideas?
Custom Reports
Hello. I have two days of data 2/14 and today. I am trying to do a custom report. No matter what time frame I pick 24 hrs, 7 days, or previos day the report only comes out with todays data 2/15. Am I doing something wrong or is this a bug? I can post more info or screen prints if needed. Thanks Ken
HP Proliant DL320 mirror monitoring
Hi, I'm trying to monitor the status of the RAID mirror using the inbuilt controller of a HP Proliant DL320 but not having any success. I've loaded the CPQIDA mib, but it doesn't seem to be suitable for this controller. Can anybody assist?
Monitors that show CHANGES in values?
Hello! Is there any way to create a monitor that shows the CHANGE in value from the last time a device was polled? For example - CRC errors on an interface. I don't care how many TOTAL errors there are, I want to know how many ADDITIONAL errors there are since the last time this interface was polled. If an interface has encountered more than, say, five errors on any one poll, I'd like to be alerted. Thanks! - Matt
Trouble sending alerts via e-mail
Getting "The action Exchange has failed.javax.mail.AuthenticationFailedException" message when trying to Execute the send mail action. Thanks David Johnson
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