Tickets aren't being marked as read in Version 8
I'm using version 8.0.0 (Build 8000) and tickets don't get un-bolded when I read them. We were previously on version 7 for several years and began upgrading and with each upgrade something broke worse and worse until the final version 7 build wouldn't even load the app. After upgrading to 8.0.0 everything clicked back to working so I was afraid to upgrade further. Any chance I have a setting that needs changing to get tickets to unbold themselves on the "Requests" page after I view them? Thanks!
Change mailserver directly in DB
Hi When I import the production DB into our test environment I would like to change the mailserver before I start up ServiceDesk. Is this possible? Best regards Peter Samuelsson Sodra Skogsagarna
Enhancement request
Hi, would it be possible to add the options to expand the action drop down menu. Our technicians prefer having the actions directly accessible from the interface instead of going through the drop down menu. Also, is it possible to have the option to have the work log in the request description (like it was before the upgrade to 8.1) instead of being in a separate tab? Thanks!
Automatic work log time tracking
It would be nice if there was a timer that would automatically start when I open a request to work on it. Then when I navigate away from the request, or mark it closed, I am prompted to describe the work I did (as a work log entry, I suppose?) and SD+ would pre-populate how much time I spent working on the request based on how long I had the request open in my browser open. Thank you.
Service catalog, task access before approve
Dear support. I configured workflow in service catalog, there are two tasks, one depend on another. I added approval and marked "All the configured approvers have to approve the Service Request." and "Do not assign technician before Service Request is approved.". But still technicians get their task before approve and without dependings, they can close dependent task before the task which it depend. How can I prevent it ?
Bussines rules by status
Hello, I want to create a bussines rule by Status, but I can´t, because in the field Define rule, this criteria is not How do I do it?
update error 8027 to 8100
Hey, when you update the progress reaches 98% then, - error logfile to confuse the following lines: 27.08.2012 0:25:32 [com.adventnet.updatemgr.util.ConfUtils] [INFO]: url :: [jdbc: mysql :/ / localhost: 33366/servicedesk? & UseUnicode = true & characterEncoding = UTF-8] 27.08.2012 0:25:32 [SYSERR] [INFO]: Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.mysql.MysqlSQLGenerator javax.naming.NoInitialContextException: Need to specify class name in environment or system property,
I need to know if ServiceDesk Plus can send data to other applications
I need to know if ServiceDesk Plus can send data to other applications. regards, Mauricio Fuentes
Automated recreation of the solutions topics based on Incident Category, Subcategory, Item list
Is there a way to automatically remove all the existing Solutions Topics and rebuild the list based on the current Incident category, subcategory, item structure?
PO attachments not accessible by approvers via browser
Hello, Things were moving smoothly until we upgraded to build 8015. After a purchase order is submited approvers are not able to access the attachment through the hyperlink sent to them via mail. In the cause of accessing the attachment a blank tab opens instead of a pop up to allow the file to be opened. Apart from using IE 8 we've tried other browsers mozilla, google chrome but all efforts have proved futile. I have gone ahead to upgrade the new build 8016 but we are still experiencing the problem.
Discovery and inventory of communications devices in SDP 8.1
1._ Can i automatic discovery of communications devices such as switch, router, etc? 2._ Can i manually enter a communications device to the base of IT assets? Thanks, Mauricio Fuentes
Migration between editions/products is possible?
Dear support, One of our customers interesting in such question: After his license is expired, is it possible to migrate from SDP to SDP MSP? Or for example from SDP Enterprise to Standard or Professional? We have several customers that already order license and use your product, and they are interesting about possibility of changing version/edition later if it is possible. With best regards, Sergii Vinnikov
Which table contains the date and time a request was made
I am unable to find this information in the workoredr table.
Bug with Change Titles
I have discovered a bug with the Change Module. If the Title ends with a "\" (backslash) you receive an error message when submitting the change for approval. Version 8.1.0 Build 8110
Technican can only create requests as a requester
Two of our technicans has a strange problem, I doubt if I have done something stupid... just can't figure out what it is. They log on just fine, and are able to see their requests, he can solve and close their requests. However, if they try to create a new request, they only get the template requesters should get. They can't set other requesters, nor can they assign other technicans to it. I tried giving admin permissions, and did not help. Is there some sort of permission that I'm not seeing, or
Description field blank
Ever since upgrading to 4108 from 4104 when we open a ticket the description field is blank, if we hit f5 to refresh it then appears. We upgraded to 4109 this morning hoping that would fix it, it has not. Yes we have cleared cache, tried different PC's, different browsers, the problem is the same. If we hover over the ticket in list view, the description appears, if we click on the ticket the description field is blank. Help !
Technican list empty, when a certain technican should be shown
I'm having a small problem here. Today I created two technicans. When I created a new request, the technican list would be empty. If I would pick a group first, and then a technican, it would be fine, just as long as these two technicans weren't members of the group. After doing some troubleshooting, I found out that I forgot to add them to all our sites. After doing that, one of the technicans is working. The other still dosn't. So actually, if we edit a request, and try to assign it, we will
Please HELP - Business rule and autoasignation techinician
Hi, I’ve configured this business rule in order to assign automatically all the requests created by the users (without category/subcategory) to the group “LOCAL SUPPORT MADRID” . The Brule seems to work because I receive the email confirming that but the request is not assigned to the correct group. Can you help me ? im in a hurry
LDAP import fields
Halo! We are neet to import more field than have in manage engine interface For example How can import field mobile number or Location from LDAP ? Best regards, Mikhail.
Adding image to the Helpdesk - Notification Rules
Dear Team, Can we add image into the Helpdesk - Notification Rules in each of the notification message been send to the user when logging call etc Current setup Send all e-mail notifications in : Rich Text format (HTML) Service desk version 8.0 Build 8019
How to fetch Specific Day Report of my Server ?
Dear All! As far as Managing Engine stores statical report of my different server components timely/hourly/monthly and even yearly. How to fetch report of my server of a specific day, Like 24 august how was my server functioning.(CPU,RAM,Disk Util etc..) and I should be able to save it as a PDF File. I can fetch reports of last month, or last week or even last year but can't fetch a specific day. Please Help Me. Best regards
Preventative Maintenance - Changing to one time Schedule
Morning, We've been having an issue recently where Preventative Maintenance tasks are changing themselves to one time only events with no scheduled time. In the past I've rescheduled the PM tasks and it looks fine for a while, then the PM's stop generating and the schedules have changed. What can I do to resolve this issue. I'm using Service Desk - 8.1.0 Build 8105. Thanks Jonny
Setting up email accounts for escalation levels in SDP 8.1
In "Service Level Agreements" i´m enabling escalation levels, but I can not write email boxes other than those registered in the database of ServiceDesk Plus. I need to configure additional mailboxes, SDP may solve it in version 8.1? Thanks, Mauricio
Asset Managment Agent - Deploying to an entire subnet
Hi Everyone, I'm pretty new to servicedesk plus but have a requirement to deploy the asset management tool in a fairly short timeframe. Due to the nature and size of our organisation I dint want to deploy to an AD domain but would like to roll out on a subnet basis. Question: Is there a way to deploy to an entire subnet? I can only find a way to deploy to a single device on a subnet, or everything?? Cheers Rob
How to reopen a closed change request?
How would I reopen a completed change request? I am testing it out, and if I manually change the status field on the edit screen of the change request, clicking the save button does nothing, and the change request is not updated. I don't see any error indicating why the status could not be modified.
mail server certificate
My exchange certificate expired but now renewed, I am getting problem in my ServiceDesk Plus Helpdesk - Mail Server Settings. showing error below. How to update my certificate in ServiceDesk svr? FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate.
Where is the request date/time stored?
I can only find the created date/time in the workorder table but not the request date/time as input by the user. Please assist.
Restrict attachment size
Currently SDP limits the size of an attachment to 10MB. To change the attachment size requires a modification tothe global config file. Should the global config change as a result of a patch application, any change made to atatchment size in global config will revert to the default 10MB. Administrators should have the ability to set the size of an attachment. This change should not be lost due to upgrade or patch application. Administrators should also be able to turn off the attachment feature
Mail Server Settings
Hi, I am setting up the trial of the Standard Edition, and am having problems with the Mail Server settings. No problems with SMTP, but amd tearing my hair out with IMAP. Our mailserver is Zimbra - I have tried using IMAPS (both with and without TLS), and am getting "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I have tried downloading and running the gencert.bat file to create
How to associate one incident ticket to two different change tikcet
I have raised an incident ticket and want to associate this ticket to two diffrent change ticket.How can I do this
Wanted to have document or ppt on asset scanning, Asset Management and best practices
--------------------- Rajesh Singh
"Connection to RPC server in the workstation failed."
Hello Support I have been working on this issue for the past two weeks now and I am completely stumped. After running a network scan, half of my devices show the error "Connection to RPC server in the workstation failed". Even after following the steps to disable the firewall (removed from DC and workstations) and applying the scan_setup.vbs (running manually AND as a user logon script), I am having this error returned to me when trying to rescan my workstations. If there is any relation, a few of
Problem with visibility of Requester
Hello to all. Please help me. I have SD ver 8.1.0 Build 8109 My requester cant see other request (if he not owner of this request) even if i change a option Requester allowed to view "Show all their Site requests" i find some analog topics on the forum,but they old and people write that tha fix with ver 7.5. maybe not my case. Thanks.
Missing requester UDF field after update to 8110
Hi all. We have updated our SDP distribution from 7611 to 8110. We are using custom UDF field (UDF_LONG1) in requester table. After this update we're unable to see this data while searching requesters. I found, that after update all data from Requester_Fields.UDF_LONG1 were copied into Requester.ATTRIBUTE_301 field during update. Now RequesterDef.do page is working with new configuration and uses Requester.ATTRIBUTE_301 instead of old Requester_Fields.UDF_LONG1. But if we run SearchRequester.do?fromModule=WorkOrder&startsWith=
Purchase Order --> Asset Exclusion
All, Is there any way to do an exclusion when receiving items from a PO? Every item received from a PO automatically gets added to the Asset Listing. This was fine when we had unlimited Assets, but now that we are limited, it's a problem. I really don't care if we have power adapters, thumb drives, or even a $5 keyboard in our Assets. But, it's filling up our Assets and we can't add more. Thanks
Multiple E-mail Modes
We are currently on SDP 8.0.0. We have two modes for E-mail: "E-mail Office Hours" and "E-mail Out of Hours". What we'd like to do is have ServiceDesk automatically choose the mode based on the Operational Hours. Is there any way to do this? I've looked through the e-mail server settings and the business rules, and I don't see anywhere to configure the e-mail modes. If this is not possible, is there any way to set which one is the default? We had been on SD 7, and it was defaulting to E-mail
Updating Site Info
We have a list of sites in our financial software, and I would like to copy it into SD+ via a daily SQL job. In which tables can I find the address, site name, and phone number?
Group & Technician cannot be defined for SLA
Version7009. The number of SLA variables are quire limited. Can the list of available variables be extended to include items like: - Technician - Group
Asset with dot in the name
Gents, I have the following issue. We use dot (".") in the names of network sockets. We created network sockets as assets. All works fine, but if you open Relationships for this asset, ServiceDesk will strip all characters after dot. Can you please fix that ? See the attached screenshot.
New issue - choose asset by asset number and not CI name
Hi can you please let me know if the above is possible?, our users don't know their machines by the CI name as they have assigned 002456 asset tags and when they log a new issue all that is presented to them is the CI name Thanks
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