Problem associating minor versions of software
Hi I'm trying to associate minor versions of software to the main version (Dragon Naturally Speaking software) but I get the following error when I click on the 'Save' button after I've put the minor versions below the major version in the association window: FAILURE :Exception occured while executing SQL to delete rows Any ideas on why this is? We are using version 7.6.0 build 7602 and use MySQL. Thanks Neil
Problem with Server.xml
I may be missing something obvious but here is my issue: SDP build 8007 I was trying to install a cert from DigiCert last night and ran into an issue right at the end. I used the instructions found http://davemast.wordpress.com/2009/02/13/adding-ssl-to-servicedesk/ and when I created the keystore I used <my domain>.keystore instead of sdp.keystore. In theory that shouldn't be a problem since I just edited the server.xml file to point to the new keystore and added my password to the file. The problem
Administrators log in with normal user access, domain appearance changed in login window
Hey, None of my named technicians and administrators can log in correctly to MESDP today. The server rebooted overnight due to a power issue. This morning, when people go to log in, the short name of the domain in the "Log on to" dropdown was replaced with the FQDN of the domain. (To be a little more clear, let's say my domain is called DOMAIN.COM. The short name of this domain is DOM. In the log on to dropdown, the value DOM was replaced with the value DOMAIN.COM.) When any of us log in,
Missing functionality in changemanagement
We know that there is a new changemanagement comming, but we had a visit from bussiness auditors and they had some remarks on our chagemanagement inside SD+ : so please can you consider these advises and integrate it in the upcomming module : No filters as in incidents History of approvals Types of approvals (eg approval for acceptance of the change, approval for release) Conversations linked to change as in incidents When sending a notification, the reply on this mails is merged with the incident
More e-mail adresses or separation of request types
Hi there, We're quite pleased with ServiceDesk Plus in our IT Department. Our genereal Facility Services would also like to use the same application for general non-IT service requests. How can we separate the incoming service requests? For instance: 1. helpdesk@yyyy.com is automatically notifying technicians A+B. facility@yyyy.com notifies technician C. 2. Mails with subject "Facility" at the start automatically notify technician C and all others notify technicians A+B. BR Ricci Setholm
SDP not assigned value included in reports
hi, please help me.. how can i removed the not assigned indicated when I generate a reports? Thanks
Notification - Acknowledge requester by e-mail when the request is updated - what does update mean?
Our users interact with SDP mostly via email. I have had users complain that they do not want to see email notifications when they reply to request notifications. So I turned off that feature and turned on the feature "Acknowledge requester by e-mail when the request is updated". My question is - what triggers this? What is the definition of "updated"? I made myself an owner of a request, and set someone else as technician. I then had another technician reply to a notification and I did not get
ServiceDesk Plus Asset Scan fails everytime
Hi Team, We tried a few troubleshooting options from the SDP support site, but still Scanning fails for devices. Please check this device print in the logs. Even though we have RPC running and Firewall ports open, scanning fails. http://bonitas.zohocorp.com/customer_uploads/2011_1_21_4_1_30_Jan_21_2011_11_10_3_sd_8006_logs.zip Logs are attached herewith Thanks Gopi ME Tech
8007: Notification errors
Hi, We just upgraded from 8006 to 8007. Since the upgrade, any response to an OPEN ticket by a requester not only generates the "updated" notification but also generates the "ticket has been reopened" notification. So basically we're getting duplicate notifications, one of which is simply inaccurate since the ticket itself is not closed. How can we go about resolving this? Thank you. James
IT Supervisor can not see updates in requests assigned to his crew
Is there any way for IT supervisor to see changes in requests assigned to his technicians? I mean technician himself is able to see that when request become bold that something happen with it. But IT manager (IT Supervisor) also want to see changes or updates in assigned to his technnicians requests.
Approving Purchase orders
Hello, We are looking at utlising the PO functionality of th SD for our PO system instead of our exising solution. One issue I have been asked to find out is whether the PO creator can authorise his own PO. Please advise
New preventive maintenance schedule SD 8.07
It will have improvements for Preventive Maintenance? The most important would be the schedule It would be nice so as FacilitiesDesk schedule !!!!!!!!!!! Preventive Maintenance Management Features * Plan for your schedule maintenance ahead of time, so that it does not affect the productivity of the company * Notify the company about the maintenance schedules * Schedule Preventive Maintenance tasks daily, weekly, monthly, quarterly or based on meter readings. * For planning monthly
Set authorisation limits on Purchases
Hello, Would it be possible to be able to set technicians up with Purchase order authorisation limits. For example, Approver A has a limit of up to £500, Approver B has a limit of up to £1000, Approver C can approve unlimited amount. We would like to migrate our current PO system to the SD+ but the lack of this feature is preventing us from doing this.
Service description cut off - service catalog
Hi, In SDP, in Service Catalog, if the service name consists of two or more words it's not will be displayed fully for user in the drop down box or service catalog tab. (Please see screen-shots attached) I hope this is something easily fixable. Thanks! Miron
Purchase order - drafts implementation
Hi, Right now in SDP if you start the PO and then navigate to another tab or link in SDP, the PO changes are not saved anywhere making user re-enter the same PO numerous times. I would like to suggest implementing drafts approach in the similar way it works in MS Outlook: 1. Then trying to navigate away from the newly opened PO, the dialog will appear asking if user wishes to save the incomplete PO to drafts (folder?) or discard the changes. If yes, the order will be saved into drafts place with
Problem to display data in $UDF_DATE5 field
Dear SD Team I try to display date/time stamp in Request custom template. but data show in $UDF_DATE5 field is 1296012341220 It shoude show as date time format our version is 8.0.0 Build 8007
How need I do when I wanna assign one request to more than one technician?
I have some job need more than one technician to do it. How can I do this in SDP??? Thanks and regards!
Problem with SDP to move between two different servers
Dear All, I have two servers with SD Plus, they are running under different site URLs. Today I made backup of MSSQL database of server 1 and restored it into database of server 2. ServiceDesk stopped working there - page is not displaying. Are there any config tables I should change? I found only "WEB_URL" in GlobalConfig table but still SD is not working. When opening SDP in browser, manageengine process on server is stopping. Please help.
SLA to Location - bad Idea...
Hi, In my humble opinion, idea to connect Location to SLA is not so good... Please find below my case: What if we have more than one team in one location, and first team is working 8-16 mon-fr and second 24/7? The only way now is to create 2 locations and assign them different SLA... however... if we need to reassign incidents/problems we need to do a lot more than if they were in one location... moreover we are unable reassign task from one team to other if they are in different locations, or assign
Request won't show up when Request are created by email...
I recently upgrade from build 6002 to build 7010 and some requests won't show up on my Open Request page. As I can see in the header, I should have 28 requests and only 15 of them are visible. I figured out that it was caused by requests created by email including html code. To temporally fix the problem I have to search for those specifics requests, edit the request and Toggle off the HTML Source and now all my requests become visible. I want to know if somebody experiments this issue, maybe it
SDP Issues on Change and Filters
Hi Team, Our customer face this issue in SDP recently. Using the ApplicationResources file, we tried to modify some Tabs for their requirements like Implementation to Implementation and testing etc. It works fine, but after we try to use the print preview, it all shows the old value 1) Print preview show as “Impact Analysis” while in normal view is “Preparation Work” T Also on the Request filtering view – Nothing happen when changing between “All request, Service Requests & Incidents”
8006 - Email Replies not appended to request
We recently upgraded from 7611 to 8006 and have noticed that email appends do not seem to function properly anymore. Something as simple as the requester replying to the automated receipt notification is causing SDP to generate a new work order. I just ran another test to give you an example... I sent this email in to our SD instance and it generated WO # 48577: I then received the email notification that my requesthad been received and given ticket number 48577 and I replied to this message,
Service Desk Views
Hi, I am in the process of developing a department site for my group, Information Technology, at my job. We use SharePoint as our intranet platform. I have a page that when a User goes to that page, we would like them to see their open tickets that they requested. We don't want them to have to logon to Manage Engine, it should auto log them on based off of their assigned network id, and simply display that user's open tickets. In SharePoint I've added a web part Page Viewer, all this web part
From Windows to Linux
Hi, at the Moment we got an ServiceDesk Plus Windows installation with MSSQL Server. We need to transfer this Installation icluding all Settings and Requests to an Linux installation. How We can do that or is it impossible? Greetings Modding
Error with automatic emailling/notification, after upgrade to Service Desk Plus Version 8007
After upgrading to Version 8007, the automtic emailing system doesnt work. All inbound emails come in as normal, but all automatic notifications have stopped working. If you try and forward or reply to request all you get in the subject field are the fields to be sent not the actual data. ie "[Fwd: ##$RequestId## : $Title]" instead of the proper details. If you then carry on to process the email it does actually send the email, so the SMTP mail is working ok. Any ideas
Customize Request Print Preview to soport Company Header
Hi, i'm trying ti customize the request print preview to include a header with the company logo and some text. How can i do that? thanks in advance
Helpdesk ticket from Contract reminder
Is there a way to raise a ticket when a contract is due rather than just send an email reminder? A ticket is a perminent reminder until it is completed, an email can be forgotten. I can forward the email to the helpdesk, would be nice if it was an automated procedure though.
Templates for Problems
Hi all, it would be absolutly great if there would be a possibility to you the request templates also for problems. That would help a lot because the interface would look similar and you can sort you fields in the same way as you can in the requests/incidents. For our technicans it would make all clearly arrange for them. And I don't think it would be that much work to integrate it because this feature is also useable for requests and changes. Kind Regards Thomas
Import Vendor for CSV
Hi Do not have that option import vendor for csv
Questions about filtering and translate
hello guys I have some questions about manipulating the requests and technicians. 1. is there a way to recieve the request with the devices it self? for example in the case of broken or sth. 2. how to filter some menus in "new request" for some technicians? 3. is there a language file for working on it and import it? how we can translate the ServiceDesk Plus to other languages? Best regards Abdo
Support phone numbers
Hi, We recently had a problem with all our ManageEngine products (Service DeskPlus, Desktop Central and Password Manager Pro). Can you tell me the support telephone numbers for Australia and UK as I was not able to get the free phone numbers to work. I tried the international number (001 925 924 9500) but there was noone available. Thanks, Simon
CLOSEAUTHKEY in autoresponse differs from workorder.closeauthkey
Dear SD support! After upgrading to 8.0.0.3 i've noticed that requester cannot close request clicking the link in the autoresponse. Digging the problem, i've found that CLOSEAUTHKEY in e-mail differs from the one in the database. What gives?
Dashboard
Hi, Just installed this, but cant seem to find the Dashboard Tab whihc normally sits at the top. Is this normally a defaul tab, or is it only available when certain features installed? How do i get it back? It was deleted, it just isnt there when i installed... Thanks
View request of service catalog in request problem..
Hi I have a problem with the request of service catalog ; Not are views in Request Problem and request of Change but: when i use a request default , is viewed in Request Problem and request of Change view request of request problem view the problem with default requests requests of service catalog not have options of new problem and new change Options in the default requests
SDP - Change of button caption
Is it possible to change the caption for the "New Incidents" & "Edit Request" button? if possible, can anyone give the steps?
Highlight Mandatory Fields on Request Details
When opening a work order, it would be great if fields that are mandatory for closing could be highlighted if missing. The warning that you attempted to close a work order without a mandatory field completed comes up too late and poorly placed in the process, that most techs fail to realize that they haven't closed their request. Thanks, Michael
A successful report and a failed query.
Team, When I create and run a report it runs fine. When I asked to see the query: SELECT pd.PRIORITYNAME "Priority",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID WHERE (((longtodate(wo.CREATEDTIME) >= datetolong('1288584000000') AND ((longtodate(wo.CREATEDTIME) != 0) AND (longtodate(wo.CREATEDTIME) IS NOT NULL))) AND ((longtodate(wo.CREATEDTIME)
Drill down reports
Hi SD+ Develops, its been a long time since i used to work with SD+, now I'm back to use it again and i can see a lot of changes and great developments since version 5 and 6. I was wondering whether reports can be drilled down. I want a report to find all workstations with any versions of Microsoft Office. Then i want to drill down to different versions. Then i want to drill down to where these versions are installed. Please can somebody reply to me about this?
Upgrading from 7.0 to 8.0
I checked the "About" page and clicked on the "details" link and found that it recommends using the migration sequence if you're below build number 7500. What it not clear is if this applies to 7.0 or 8.0? In other words, I want to make sure I follow the right path for upgrading and I'm currently at 7.0 Build 7018, so do I need to follow the migration sequence process or is that only for 8.0 Build 7500 and above?
Add resolution information to "View Requests by Requester" ?
When working on a request and selecting Actions | View Requests by Requester, the listing of requests displays. After selecting a prior request, the request details display with notes, but not the resolution. Is there a way to add the resolution to these details? Currently the description displays, but nothing else.
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