Can't view Scanned software
Hello there Just wondered if anyone had experienced this after upgrading to version 8 when you click on Scanned Software Service Desk plus gets itself in a loop and wont show anything. The same happens if you click on service packs. How can i resolve? many thanks Suzanne
Make Announcements visible at all times
Currently, announcements are only displayed on the users Home page. Since SDP will open onto tabs such as the Service Catalog or Requests page, important announcements might be missed by users who normally have some tab other than the Home tab displayed on start up. I suggest that announcements should be made available on all tab for all users
Auto Populating Field Possible Values
Hi, Many of the incident fields in our Service Desk require manual updating on a weekly, often daily basis due to the way things work in our environment. This manual update is time consuming and often prone to us making mistakes. Is it possible through the web API or other means, for me to write a web tool / script to automatically populate the list of possible fields without having to Manually Choose "Add item" perhaps 30 times. Even if we could have an option to "Add ItemS" and we could paste in
Email out issues
I have made a few calls to the tech support line and haven't gotten anything useable off this yet. I have problems sending mail via exchange server 2003 using service desk plus, latest build. It gives back unspecified errors, just saying there was a problem description of: Exception while trying to send notification for the request. What I have tried: Allow relaying from this ip though the exchange server Giving a known working account send on behalf of permissions and sending it as them to ensure
create a related incident from incident
with multipart requests and level 1 to level 2 support tickets it would be helpful to have a 'create incident' button that was similar in function to the 'create change' button now on the incident form. a key difference would be the closure rules, as it would not be acceptable that the closure of the sub ticket closes the parent (in the way that a change created from an incident closes the incident that created it, or so I think it works) The business case is that first level support owns the customer,
Backup Tech
Can anyone explain, how SDP chooses Backup Tech ? I see only one person in the list, but there must be 5 users. I can't assign another user. How to configure it ? See pic. ps. Date can be any. Thanks
Workstation Division Query
I have workstation as Desktops & Laptops resp, Want query for the same. Build:8011 Database:MY-SQL
Scan for memory Type
I have yet to see a useful program reliable scan the memory type. For example: PC 3200 or DDR 800MHZ this type of information is useful in the reports (like for buying new ram for a computer with out opening the the box, or restarting it. Can you please add to the memory section of the comptuers inventory to display also the type of ram installed, and all that usefull information? (like the type{pc2100)
Make Announcements "sticky"
When an announcment is published, the latest always displays at the top. There are many occasions where you might want an important announcement to remain at the top of the list until removed. For example, you might want to announce an upcoming outage. When first published, that announcement will display at the top of the list. Subsequent, but less important, announcements will push it down and possibly out of sight. I suggest giving the admins the ability to make the announcement "sticky" so
Problem with LDAP
I have this issues when i try to configure the LDAP FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. Thanks in advance.
Import groups from AD (active directory) into SDP
We use the groups in AD for security purposes, we and many others i can imagine. Now, the maintenance of the AD itself is already a big job if you want this done correctly. My question is, can these groups be imported into the "groups" of SDP? Because if i have to manually re-create and maintain these groups as well, than that will be a full-time job. We want to use these groups to target specific users with Announcements and to hide/show specific requests. Can this be done? Or can this be implemented?
Customized Query for Memory Type & exact RAM size?
Service Desk plus 7.5 we are in need for Memory Type (DDR1, DDR2) & exact Physical RAM size (128 GB not 124 GB) for all workstation in domain.
Software License and Contracts
Please allow multiple Contact names and address for the same Vendor. Running version 7.6.0 build 7604 LG
Scanned Software > Ability to sort by Purchased, Installed, & Max Used
Would you consider letting us sort by Purchased, Installed, & Max Used in the Scanned Software?
Wasn't sure where to post this - remote usage
I have downloaded alot of the programs - OpManager, DesktopCentral, SupportCenter, ApplicationManager, DeviceExpert, etc.... I would like to use all of this products remotely - I know that I can use some of the products remotely like OpManager but can I use the rest of the products remotely? If so can someone point me in the right direction to get them configured? Also, is there any way to manage Apple products (macs, server, iphones) Thanks Matt
Request categories displayed in collor
So i was wondering if it would be possible to assign a color to a category. I would like to compare it with the categories in outlook. This would be useful to us, we get lots of call's on a day, so the list is long. I know you can use the filters but with colors we would have a more "viewable" display. It would be easier to differentiate and recognize certain problems. Any chance of adding this little tool?
Merge function
Hi all, I was read in the admin manual : " When two or more requests are related to each other and are from the same requester, and can be handled by the same technician, you can merge these requests as one and assign a single technician for that request ." so, it's necessary from same requester ? when i apply this rule , it is appear popup window : " service requests cannot be merged " , how i can solve that , please ??
Data Restore Failed...
File name is : C:\ManageEngine\ServiceDesk\backup\backup_servicedesk_8008_fullb ackup_03_01_2011_21_36.data requestScheme is http Please wait extracting backup file Active DB Server = mssql Database connectionProp : null Database started ************************************************************* Backpup data : Tue Mar 01 21:36:23 GMT 2011 Database name : servicedesk Total Tables : 1012 Database Server : mysql Build Number : 8008 *************************************************************
Allow requesters to "re-open" ticket
Hi, I'm running ServiceDesk Plus 7.0.0 Build 7021. I'm trying to figure out what options need to be configured/enabled to allow users the ability to re-open their tickets. I see there are templates and such for this in the notifications area and I also see links available by default when a ticket is closed for a user to click and re-open their ticket. I don't see the anywhere to enable this feature. Thanks. GP
Evaluating ... need approx. dates for additional features
Hello ServiceDesk+ Team, we're currently evaluating ServiceDesk+. I have to admit I'm very impressed of the product, especially at the very attractive price. Something I'm very impressed is that you guys actually look in the forum and answer posts of your users! Unfortunately there're some things that we miss which would make it the perfect choice (from most to less important): - Domain Administrator In every country we have local administrators who perform helpdesk tasks and administer the local
how to automatically assign to specified technical support for unassigned request?
Hello All, I am running SDP 7.5.0 Build 7506, how to automatically assign to specified technical support for unassigned request? Thanks & Regards Winanjaya
Workstation Inventory Report (Need assistance)
I have two custom reports we put together using MySQL. We have migrated to MSSQL and I need assistance with converting the two reports. The first one is a Workstation inventory report. I am able to convert the first part of the report but I am unable to get the Inventory totals (Union portion) converted properly. Workstation Inventory Report in MySQL: select si.manufacturer 'Make', si.model 'Model', count(if(rss.statedesc='In Use',1,null)) 'In Use', count(if(rss.statedesc='In Store',1,null)) 'In
No 'Resolved Date' for requests?
Hi, I just went to create a Request view that displayed all Requests closed today and was concerned that only 2 requests were being displayed. On further investigation, only 'Closed' requests are being displayed and there doesn't appear to be a Request field for the Resolved date. Checked the reports and I can't see a resolved date field there either. Am I missing something here, as I'd assumed that my KPIs on closed requests would also include those resolved within the time period I'm reporting
Different Daily Operational Hours
We would like to be able to do a custom schedule per Site where the operational hours per day may vary. Currently we can only set the same operational hours per day. Our scenario is we have clients who have operational hours from 9:00 A.M. to 6:00 P.M. from Monday to Friday and 9:00 A.M. to 12:00 P.M. for Saturdays. In the current SDP capability we can either set the Saturday as non-operational or the Saturday as from 9:00 A.M. - 6:00 P.M. as well. In both options, it does not favor the end-users
Changing Refresh Rate on SDP
Hi There, Is there any way that the refresh rate on the requests screen can be changed to less than 3 minutes? This may have been answered before but I cannot seem to find it on the Forums. Thank you Mark
Closing the DOS prompt shuts down ServiceDesk
Is it normal behaviour to start ServiceDesk Plus by executing run.bat from the comman line and then having to keep that user logged on to the server and keep the DOS prompt open. If I close the DOS prompt, ServiceDesk shuts down. Please tell me how to start SDP without having to keep the user logged on and DOS prompt open. SDP version we're using is 7.6.0 Build 7611.
Description of templates visable for the requesters ??
So when i create a new incident-template, i can choose a name and in comments i can write a description. This description is visible when the user logs on, he/she sees the "Common incidents" and its description. However, if i click the "Quick action" - "New incident" and choose my template, there is no description to be found. Now it would be preferable to have the description in some sort of tool-tip. So that when the user moves over the template-name, a description is shown. An other possibility
How to rename on hold, open ?
Pls How to rename on hold, open on my Language
PO processing.
Hi! I try now demo version of servicedesk plus. Can somebody help me? We want to use "helpdesk plus" also as PO proccesing program. Is it possible? Is there a possibility to give all users right to create PO ? Without asign they as technicians ?
Problem with Mail server settings
in tab outgoing mail i have this problem when i change the replay - to Address and show me this error: FAILURE :Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,304,466,706,750 What can i do to change valors in outgoing mail? please help me!! i using this version: 7.6.0 Build 7604 and thanks for your answers!!
Help on creating report query
Hi guys, I have no experiece in creating query hence I would like to seek your help in doing so. I have created a report to show me the computer name, model, etc etc but i can't find the hard disk capacity and the freespace. Here is the query and can some one please add in the two columns for me SELECT MAX(workstation.WORKSTATIONNAME) "Workstation",MAX(workstation.MANUFACTURER) "Manufacturer",MAX(workstation.MODEL) "Model",MAX(workstation.SERVICETAG) "Service Tag",MAX(memInfo.TOTALMEMORY) "Total
Error en correo
ERROR:Fallo en la modificación de la configuración de correo electrónico. Informe del problema al administrador del sistema, con el código de error - 1,304,465,824,156. Esto es en el correo Saliente. Ya se habia configurado pero se quiso cambiar y al hacerlo manda ese error
Erase old backup data
Hello everybody. Is there a way to have old backups erased on a scheduled basis? I can do that with a Windows scheduled job, but that will not erase the list of old backups in ServiceDeskPlus "Backup Scheduling" page. Otherwise can you tell me the name of the table where that list is kept, so I can update it myself with a scheduled MySql query? Thank you so much. FB.
Case attatchment in autogenerated mail
Hello, I have a question: When we assign a ticket to a group an automatic mail is sent to an adress saying that a new ticket has been assigned to the group. That works fine, we added the fields we wanted so the responding group can monitor a mailbox and see the tickets rather then logging in to the system. The problem is that if a ticket has a file attatched to it I can't find a way to get SD+ to send that attatchment along with the autgenerated mail to the groupmail. Is there a way to do this? Thanks
Import Asset Info from Spreadsheet?
Is it possible to import asset infomation from a spreadsheet or other types of forms?
Shortcut to entering time spent (work log) to call
Is there a way, or if not can the functionality be added, so that from the list of open or pending calls you can click an icon in this list next to a call and it will pop up the 'add work log' dialogue box so that time spent and a brief description could be more easily added as you work on calls. Some of the calls we have are open for some time and a large dialogue builds up in them. To add time to the work log you have to click on the call, scroll past all of the dialogue in the call and then click
Assign Component to Assets usign API
Hi, i'm trying to import assets via servlet api. I can add asset and component just fine but i could not understand how to assign a certain component to a certain asset. I tried using the "assetToAssociate" field. I also tried "assignAsset" which is not documentent in the docs but you can find it in the example form for some kind of reason. I'm trying to register each component putting those field equal to the parent assetName, but that does not work. What kind of procedure i have to follow to
Smtp Error
Ok I am stumped on this.... I am unable to get SD to send mail via smtp. I can setup an outlook account with the same settings and it works, I can telnet the server on port 25 and it responds no problem. I check the system log and i get this Exception while trying to send notification for the request. Module: HelpDesk Type Error There is, no ssl, no authentication, no tls, because of it being on a LAN there is no need for it, there is also no firewall between
Newly added Sub Categories are not being sorted
Hi !, How do I fix this issue wherein the newly added sub categories are not being sorted when viewing them in the Incident Template ? Thanks, SDPNewbie
Parent - child Dependency in Connection Relationship
Being able to define an asset is connected to another asset in SDP is useful when you try to establish the impact of an incident or a change to other assets. However, in the current feature of defining connections, it is hard to establish how assets are connected in a perspective of dependency For example, we have desktops which is connected to Edge Switch 1. We can define the assets Desktop1, Desktop 2, etc... connected to Switch 1. Switch 1 is connected to Distribution Switch 2. If we look at the
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